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© 2010 Thomson South-Western
Instructor Only Version
CHAPTER 1CHAPTER 1
Career SuccessCareer Success
Begins WithBegins With
CommunicationCommunication
SkillsSkills

Chapter 1, Slide 2Mary Ellen Guffey, Essentials of Business Communication, 8e
Communication Skills:Communication Skills:
Your ticket
to work...
OR
Your ticket out the door!

Good communication skillsGood communication skills
are essential forare essential for
 Job placement
 Job performance
 Career advancement
 Success in the new world
of work

Writing skills are increasinglyWriting skills are increasingly
significant.significant.
"Businesses are crying out—they
need to have people who write
better.”
Gaston Caperton, business
executive and president,
College Board

Your GuideYour Guide
Build Your CareerBuild Your Career
Communication SkillsCommunication Skills
InstructorInstructor Your CoachYour Coach
See
http://www.meguffey.com
See
http://www.meguffey.com
TextbookTextbook
BonusBonus
ResourcesResources

Chapter 1, Slide 6Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 1, Slide 6Mary Ellen Guffey, Essentials of Business Communication, 8e
Information
as a
corporate asset
Information
as a
corporate asset
New
work
environments
New
work
environments
Innovative
communication
technologies
Innovative
communication
technologies
Heightened
global
competition
Heightened
global
competition
Increased
emphasis
on teams
Increased
emphasis
on teams
More
participatory
management
More
participatory
management
Flattened
management
hierarchies
Flattened
management
hierarchies
Trends inTrends in
the newthe new
workplaceworkplace
Trends inTrends in
the newthe new
workplaceworkplace

The Process of Communication

Verbally or nonverbally.
By speaking, writing,
gesturing.
How may the senderHow may the sender
encode a message?encode a message?
Letters, e-mail, IM,
memos, TV, telephone,
voice, body. Others?
What kinds ofWhat kinds of
channels carrychannels carry
messages?messages?
The Process of CommunicationThe Process of Communication

The Process of CommunicationThe Process of Communication
Hearing, reading,
observing
How does a receiverHow does a receiver
decode a message?decode a message?
When a message is
understood as the sender
intended it to be.
When isWhen is
communicationcommunication
successful?successful?
Ask questions, check
reactions, don’t dominate
the exchange.
How can aHow can a
communicatorcommunicator
provide for feedback?provide for feedback?

Barriers to Effective ListeningBarriers to Effective Listening
PhysicalPhysical
barriersbarriers
hearing disabilities, noisy
surroundings
PsychologicalPsychological
barriersbarriers
tuning out ideas that counter
our values
LanguageLanguage
problemsproblems
unfamiliar or charged words
NonverbalNonverbal
distractionsdistractions
clothing, mannerisms,
appearance

Barriers to Effective ListeningBarriers to Effective Listening
Thought speedThought speed our minds process
thoughts faster than
speakers say them
FakingFaking
attentionattention
pretending to listen
GrandstandingGrandstanding talking all the time or
listening only for the next
pause

Ten MisconceptionsTen Misconceptions
About ListeningAbout Listening
1. Listening is a matter of intelligence.
FACT: Careful listening is a learned
behavior.
2. Speaking is more important than
listening in the communication process.
FACT: Speaking and listening are
equally important.

3. Listening is easy and requires little
energy.
FACT: Active listeners undergo the
same physiological changes as a person
jogging.
4. Listening and hearing are the same
process.
FACT: Listening is a conscious,
selective process. Hearing is an
involuntary act.

5. Speakers are able to command listening.
FACT: Speakers cannot make a person
really listen.
6. Hearing ability determines listening
ability.
FACT: Listening happens mentally—
between the ears.

7. Speakers are totally responsible for
communication success.
FACT: Communication is a two-way
street.
8. Listening is only a matter of
understanding a speaker’s words.
FACT: Nonverbal signals also help
listeners gain understanding.

9. Daily practice eliminates the need for
listening training.
FACT: Without effective listening
training, most practice merely reinforces
negative behaviors.
10. Competence in listening develops
naturally.
FACT: Untrained people listen at only 25
percent efficiency.

Keys to BuildingKeys to Building
Powerful Listening SkillsPowerful Listening Skills
 Stop talking.
 Control your surroundings.
 Establish a receptive
mind-set.
 Keep an open mind.
 Listen for main points.
 Capitalize on lag time.

 Listen between the lines.
 Judge ideas, not
appearances.
 Hold your fire.
 Take selective notes.
 Provide feedback.
Powerful Listening SkillsPowerful Listening Skills

Nonverbal CommunicationNonverbal Communication
Eye contact, facial expression,
and posture and gestures send
silent messages.

Time, space, and territory send
silent messages.
 Time (punctuality and structure)
 Space (arrangement of objects)
 Territory (privacy zones)

Appearance sends silent
messages.
 Appearance of business
documents
 Appearance of people

Four Space Zones for Social
Interaction Among Americans

Strong Nonverbal SkillsStrong Nonverbal Skills
 Establish and maintain eye contact.
 Use posture to show interest.
 Improve your decoding skills.
 Probe for more information.
 Avoid assigning nonverbal meanings
out of context.

 Associate with people from diverse
cultures.
 Appreciate the power of appearance.
 Observe yourself on videotape.
 Enlist friends and family.
Strong Nonverbal SkillsStrong Nonverbal Skills

Culture and CommunicationCulture and Communication
Good communication
demands special
sensitivity and skills
when communicators
are from different
cultures.
© 2008 Image Source Black/Jupiter Images

TimeTime
OrientationOrientation
CommunicationCommunication
StyleStyle
FormalityFormality
IndividualismIndividualism
ContextContext
CultureCulture
Dimensions of CultureDimensions of Culture

High-context cultures (those in Japan,
China, and Arab countries) tend to be
relational, collectivist, and contemplative.
Context

Context
Low-context cultures (those in North
America, Scandinavia, and Germany)
tend to be logical, linear, and action-
oriented.

Individualism
 High-context cultures tend to prefer
group values, duties, and decisions.
 Low-context cultures tend to prefer
individual initiative, self-assertion, and
personal achievement.

Formality
 North Americans place less emphasis
on tradition, ceremony, and social rules.
 Other cultures prefer more formality.

Communication Style
High-context cultures rely on
nonverbal cues and the total
picture to communicate.
Meanings are embedded at
many sociocultural levels.

Communication Style
Low-context cultures
emphasize words,
straightforwardness, and
openness. People tend
to be informal, impatient,
and literal.

Time Orientation
 Time is precious to North
Americans. It correlates with
productivity, efficiency, and
money.
 In some cultures time is
unlimited and never-ending,
promoting a relaxed attitude.

Comparison of High- andComparison of High- and
Low-Context CulturesLow-Context Cultures
High-Context
Cultures
Low-Context
Cultures
Relational Linear
Collectivist Individualistic
Intuitive Logical
Contemplative Action-oriented

Proverbs Reflect CultureProverbs Reflect Culture
1. The squeaking wheel gets the grease.
2. Waste not, want not.
3. He who holds the gold makes the rules.
4. If at first you don’t succeed, try, try again.
5. The early bird gets the worm.
What do these U.S. proverbs indicate
about this culture and what it values?

What do these Chinese proverbs
indicate about the Chinese culture and
what it values?
1. A man who waits for a roast duck to fly into his
mouth must wait a very long time.
2. A man who says it cannot be done should not
interrupt a man doing it.
3. Give a man a fish, and he will live for a day;
give him a net, and he will live for a lifetime.

What do these proverbs indicate about
their respective cultures and what they
value?
1. No one is either rich or poor who has not
helped himself to be so. (German)
2. Words do not make flour. (Italian)
3. The nail that sticks up gets pounded down.
(Japanese)

Improving Communication WithImproving Communication With
Multicultural AudiencesMulticultural Audiences
Oral Messages
 Use simple English.
 Speak slowly and
enunciate clearly.
 Encourage accurate
feedback.
 Check frequently for
comprehension.
©Creatas/PhotolibraryGroup/IndexStockImagery

©Creatas/PhotolibraryGroup/IndexStockImagery
Oral Messages
 Observe eye messages.
 Accept blame.
 Listen without
interrupting.
 Smile when appropriate.
 Follow up in writing.

Written Messages
 Consider local styles.
 Consider hiring a translator.
 Use short sentences and
short paragraphs.
 Avoid ambiguous wording.
 Follow up in writing.
 Cite numbers carefully.

Improving Communication AmongImproving Communication Among
Diverse Workplace AudiencesDiverse Workplace Audiences
 Understand the value of differences.
 Seek training.
 Learn about your own cultural self.
 Make fewer workplace assumptions.
 Build on similarities.

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