ch 1: building your career success with communication skills

43
© 2007 Thomson South-Western Instructor Only Version CHAPTER 1 CHAPTER 1 Building Your Career Success With Communicatio n Skills

Upload: terry34

Post on 20-Nov-2014

3.989 views

Category:

Technology


0 download

DESCRIPTION

 

TRANSCRIPT

Page 1: Ch 1: Building Your Career Success with Communication Skills

© 2007 Thomson South-Western

Instructor Only Version

CHAPTER 1CHAPTER 1

Building Your Career

Success With Communication

Skills

Page 2: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 2Mary Ellen Guffey, Essentials of Business Communication, 7e

Communication skills are essential for Job placement Job performance Career advancement Success in the new world of work

Page 3: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 3Mary Ellen Guffey, Essentials of Business Communication, 7e

“Businesses are crying out—they need to have

people who write better.”

Gaston Caperton, business executive and president, College Board

Page 4: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 4Mary Ellen Guffey, Essentials of Business Communication, 7e

Your GuideYour Guide

Build Your Career Build Your Career Communication SkillsCommunication Skills

InstructorInstructor Your CoachYour Coach

Your Guffey Companion and XTRA! Web Sites http://guffey.swlearning.comhttp://guffeyxtra.swlearning.com

Your Guffey Companion and XTRA! Web Sites http://guffey.swlearning.comhttp://guffeyxtra.swlearning.com

TextbookTextbook

Bonus Bonus ResourcesResources(p. 23)(p. 23)

Page 5: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 5Mary Ellen Guffey, Essentials of Business Communication, 7e

Projecting Professionalism When You Communicate

Page 6: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 6Mary Ellen Guffey, Essentials of Business Communication, 7e

Projecting Professionalism When You CommunicateProjecting Professionalism When You Communicate(continued)

Page 7: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 7Mary Ellen Guffey, Essentials of Business Communication, 7e

Projecting Professionalism When You CommunicateProjecting Professionalism When You Communicate(concluded)

Page 8: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 8Mary Ellen Guffey, Essentials of Business Communication, 7e

Focus on information

as a corporate asset

Focus on 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 in Trends in the Newthe New

WorkplaceWorkplace

Trends in Trends in the Newthe New

WorkplaceWorkplace

Page 9: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 9Mary Ellen Guffey, Essentials of Business Communication, 7e

The Process of Communication

Page 10: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 10Mary Ellen Guffey, Essentials of Business Communication, 7e

The Process of CommunicationThe Process of CommunicationThe Process of CommunicationThe Process of Communication

Verbally or nonverbally. By speaking, writing, gesturing.

How may the sender How may the sender encode a message?encode a message?

Letters, e-mail, IM, memos, TV, cell phone, voice, body. Others?

What kinds of What kinds of channels carry channels carry messages?messages?

Page 11: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 11Mary Ellen Guffey, Essentials of Business Communication, 7e

Hearing, reading, observing.

How does a receiver How does a receiver decode a message?decode a message?

When a message is understood as the sender intended it to be.

When is When is communication communication successful?successful?

Ask questions, watch responses, don’t dominate the exchange.

How can a How can a communicator communicator provide for feedback?provide for feedback?

Page 12: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 12Mary Ellen Guffey, Essentials of Business Communication, 7e

Physical Physical barriersbarriers

Hearing disabilities, noisy surroundings

Psychological Psychological barriersbarriers

Tuning out ideas that counter our values

Language Language problemsproblems

Unfamiliar or charged words

Nonverbal Nonverbal distractionsdistractions

Clothing, mannerisms, appearance

Barriers to Effective ListeningBarriers to Effective ListeningBarriers to Effective ListeningBarriers to Effective Listening

Page 13: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 13Mary Ellen Guffey, Essentials of Business Communication, 7e

Thought speedThought speed Our minds process thoughts faster than speakers express them

Faking attentionFaking attention Pretending to listen

GrandstandingGrandstanding Talking all the time or listening only for the next pause

Page 14: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 14Mary Ellen Guffey, Essentials of Business Communication, 7e

Ten MisconceptionsTen MisconceptionsAbout 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.

Page 15: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 15Mary Ellen Guffey, Essentials of Business Communication, 7e

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.

Page 16: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 16Mary Ellen Guffey, Essentials of Business Communication, 7e

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.

Page 17: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 17Mary Ellen Guffey, Essentials of Business Communication, 7e

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.

Page 18: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 18Mary Ellen Guffey, Essentials of Business Communication, 7e

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.

Page 19: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 19Mary Ellen Guffey, Essentials of Business Communication, 7e

Tips for Becoming anTips for Becoming anActive ListenerActive Listener

Tips for Becoming anTips for Becoming anActive ListenerActive Listener

Stop talking. Control your surroundings. Establish a receptive mind-set. Listen for main points. Capitalize on lag time. Listen between the lines.

Page 20: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 20Mary Ellen Guffey, Essentials of Business Communication, 7e

Judge ideas, not appearances.

Hold your fire. Take selective

notes.

Provide feedback.

Page 21: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 21Mary Ellen Guffey, Essentials of Business Communication, 7e

Nonverbal CommunicationNonverbal CommunicationNonverbal CommunicationNonverbal Communication

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

Page 22: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 22Mary Ellen Guffey, Essentials of Business Communication, 7e

Time, space, and territory send silent messages.• Time (punctuality

and structure of)• Space

(arrangement of objects in)

• Territory (privacy zones)

Page 23: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 23Mary Ellen Guffey, Essentials of Business Communication, 7e

Four Space Zones for Social Interaction Among Americans

Page 24: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 24Mary Ellen Guffey, Essentials of Business Communication, 7e

Four Space Zones for Social Interaction Among Americans

Page 25: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 25Mary Ellen Guffey, Essentials of Business Communication, 7e

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

Time, space, and territory send silent messages.

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

Page 26: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 26Mary Ellen Guffey, Essentials of Business Communication, 7e

Tips for Improving Tips for Improving Your Nonverbal SkillsYour 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.

Page 27: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 27Mary Ellen Guffey, Essentials of Business Communication, 7e

Associate with people from diverse cultures.

Appreciate the power of appearance.

Observe yourself on videotape.

Enlist friends and family.

Page 28: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 28Mary Ellen Guffey, Essentials of Business Communication, 7e

Culture and CommunicationCulture and CommunicationCulture and CommunicationCulture and Communication

Good communication demands special sensitivity and skills when communicators are from different cultures.

Page 29: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 29Mary Ellen Guffey, Essentials of Business Communication, 7e

Culture and CommunicationCulture and CommunicationKey North American BeliefsKey North American BeliefsCulture and CommunicationCulture and CommunicationKey North American BeliefsKey North American Beliefs

BeliefBelief ExamplesExamples

Individualism Initiative, self-assertion, personal achievement

Informality Little emphasis on rituals, ceremonies, rank; preference for informal dress

Page 30: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 30Mary Ellen Guffey, Essentials of Business Communication, 7e

BeliefBelief ExamplesExamples

Direct Communication Style

Impatient, literal, suspicious of evasiveness

Importance of Time

Precious, correlates with productivity

Page 31: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 31Mary Ellen Guffey, Essentials of Business Communication, 7e

U.S. Persons’ Views of Themselves

Internationals’ Views of U.S. Persons

Informal, friendly, casual

Undisciplined, overly personal

Egalitarian Insensitive to status

Direct, aggressive Blunt, rude, oppressive

Comparing U.S. and Comparing U.S. and International’s ViewsInternational’s ViewsComparing U.S. and Comparing U.S. and International’s ViewsInternational’s Views

Page 32: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 32Mary Ellen Guffey, Essentials of Business Communication, 7e

U.S. Persons’ Views U.S. Persons’ Views of Themselvesof Themselves

Internationals’ Views Internationals’ Views of U.S. Personsof U.S. Persons

Efficient Obsessed with time; opportunistic

Goal/achievement-oriented

Promise more than they deliver

Profit-oriented Materialistic

Resourceful, ingenious Work-oriented; deals more important than people

Page 33: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 33Mary Ellen Guffey, Essentials of Business Communication, 7e

U.S. Persons’ Views U.S. Persons’ Views of Themselvesof Themselves

Internationals’ Views Internationals’ Views of U.S. Personsof U.S. Persons

Individualistic, progressive

Self-absorbed, equating “new” with “best”

Dynamic, find identity in work

Driven

Enthusiastic, prefer hard-sell

Deceptive, fearsome

Open Weak, untrustworthy

Page 34: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 34Mary Ellen Guffey, Essentials of Business Communication, 7e

Proverbs Reflect CultureProverbs Reflect CultureProverbs 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?

Page 35: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 35Mary Ellen Guffey, Essentials of Business Communication, 7e

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, 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.”

Page 36: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 36Mary Ellen Guffey, Essentials of Business Communication, 7e

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)

Page 37: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 37Mary Ellen Guffey, Essentials of Business Communication, 7e

High-Context and High-Context and Low-Context CulturesLow-Context Cultures

High-Context and High-Context and Low-Context CulturesLow-Context Cultures

JapaneseArabLatin AmericanSpanishEnglishItalianFrenchNorth AmericanScandinavianGermanSwiss

Low Context

High Context

Page 38: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 38Mary Ellen Guffey, Essentials of Business Communication, 7e

High-Context

Cultures

Low-Context

Cultures

Relational Linear

Collectivist Individualistic

Intuitive Logical

Contemplative Action-oriented

Comparison of High- and Comparison of High- and Low-Context CulturesLow-Context Cultures

Comparison of High- and Comparison of High- and Low-Context CulturesLow-Context Cultures

Page 39: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 39Mary Ellen Guffey, Essentials of Business Communication, 7e

Improving Communication With Improving Communication With Multicultural AudiencesMulticultural Audiences

Improving Communication With Improving Communication With Multicultural AudiencesMulticultural Audiences

Oral Messages• Use simple

English.• Speak slowly and

enunciate clearly.• Encourage

accurate feedback.

Page 40: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 40Mary Ellen Guffey, Essentials of Business Communication, 7e

Oral Messages (continued)

• Check frequently for comprehension.

• Observe eye messages.

• Accept blame.

• Listen without interrupting.

• Remember to smile!

• Follow up in writing.

Page 41: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 41Mary Ellen Guffey, Essentials of Business Communication, 7e

Written Messages

• Adapt to local formats.• Consider hiring a translator.• Use short sentences and short

paragraphs.• Avoid ambiguous wording.• Strive for clarity.• Cite numbers carefully.

Page 42: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 42Mary Ellen Guffey, Essentials of Business Communication, 7e

Effective Communication With Effective Communication With Diverse Workplace AudiencesDiverse Workplace AudiencesEffective Communication With Effective Communication With Diverse Workplace AudiencesDiverse Workplace Audiences

Understand the value of differences. Don’t expect total conformity. Create zero tolerance for bias and

stereotypes. Practice focused, thoughtful, and open-

minded listening. Invite, use, and give feedback.

Page 43: Ch 1: Building Your Career Success with Communication Skills

Chapter 1, Slide 43Mary Ellen Guffey, Essentials of Business Communication, 7e

Make fewer workplace assumptions. Learn about your own cultural self. Learn about other

cultures and identity groups.

Seek common ground.