Copy of lec_5-6-Com.Skills.pdf

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

Chapter 1, Slide 8
Verbally or nonverbally.
By speaking, writing,
gesturing.
How may the sender
encode a message?
Letters, e-mail, memos,
TV, telephone, voice,
body. Others?
What kinds of
channels carry
messages?

Chapter 1, Slide 9
Hearing, reading,
observing
How does a receiver
decode a message?
When a message is
understood as the sender
intended it to be.
When is
communication
successful?
Ask questions, check
reactions, don’t dominate
the exchange.
How can a
communicator
provide for feedback?

Chapter 1, Slide 10
Barriers to Effective Listening
Physical
barriers
hearing disabilities, noisy
surroundings
Psychological
barriers
tuning out ideas that counter
our values
Language
problems
unfamiliar or charged words
Nonverbal
distractions
clothing, mannerisms,
appearance

Chapter 1, Slide 11
Thought speed our minds process
thoughts faster than
speakers say them
Faking
attention
pretending to listen
Grandstanding talking all the time or
listening only for the next
pause

Chapter 1, Slide 12
Ten Misconceptions
About 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.

Chapter 1, Slide 13
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.
Ten Misconceptions
About Listening

Chapter 1, Slide 14
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.
Ten Misconceptions
About Listening

Chapter 1, Slide 15
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.
Ten Misconceptions
About Listening

Chapter 1, Slide 16
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.
Ten Misconceptions
About Listening

Chapter 1, Slide 17
Keys to Building
Powerful Listening Skills
Keys to Building
 Stop talking.
 Control your surroundings.
 Establish a receptive
mind-set.
 Keep an open mind.
 Listen for main points.
 Capitalize on lag time.

Chapter 1, Slide 18
 Listen between the lines.
 Judge ideas, not
appearances.
 Hold your fire.
 Take selective notes.
 Provide feedback.
Keys to Building
Keys to Building

Chapter 1, Slide 19
Nonverbal Communication
Eye contact, facial expression,
and posture and gestures send
silent messages.

Chapter 1, Slide 20
Time, space, and territory send
silent messages.
 Time (punctuality and structure)
 Space (arrangement of objects)
 Territory (privacy zones)

Chapter 1, Slide 21
Appearance sends silent
messages.
 Appearance of business
documents
 Appearance of people

Chapter 1, Slide 22
Four Space Zones for Social
Interaction Among Americans

Chapter 1, Slide 23
Four Space Zones for Social
Interaction Among Americans

Chapter 1, Slide 24
Keys to Building
Strong 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.

Chapter 1, Slide 25
 Associate with people from diverse
cultures.
 Appreciate the power of appearance.
 Observe yourself on videotape.
 Enlist friends and family.
Keys to Building
Strong Nonverbal Skills

Chapter 1, Slide 26
Culture and Communication
Culture and Communication
Good communication
demands special
sensitivity and skills
when communicators
are from different
cultures.
© 2008 Image Source Black/Jupiter Images

Chapter 1, Slide 27
Time
Orientation
Communication
Style
Formality
Individualism
Context
Culture
Dimensions of Culture

Chapter 1, Slide 28
High-context cultures (those in Japan,
China, and Arab countries) tend to be
relational, collectivist, and contemplative.
Context

Chapter 1, Slide 29
Context
Low-context cultures (those in North
America and Germany) tend to be logical,
linear, and action-oriented.

Chapter 1, Slide 30
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.

Chapter 1, Slide 31
Formality
 North Americans place less emphasis
on tradition, ceremony, and social rules.
 Other cultures prefer more formality.

Chapter 1, Slide 32
Communication Style
High-context cultures rely on
nonverbal cues and the total
picture to communicate.
Meanings are embedded at
many sociocultural levels.

Chapter 1, Slide 33
Communication Style
Low-context cultures
emphasize words,
straightforwardness, and
openness. People tend to
be informal, impatient, and
literal.

Chapter 1, Slide 34
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.

Chapter 1, Slide 35
Proverbs 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?

Chapter 1, Slide 36
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.

Chapter 1, Slide 37
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)

Chapter 1, Slide 38
Improving Communication With
Multicultural Audiences
Oral Messages
 Use simple English.
 Speak slowly and
enunciate clearly.
 Encourage accurate
feedback.
 Check frequently for
comprehension.
©
Creatas
/
Photolibrary
Group
/
Index
Stock
Imagery

Chapter 1, Slide 39
©
Creatas
/
Photolibrary
Group
/
Index
Stock
Imagery
Oral Messages
 Observe eye messages.
 Accept blame.
 Listen without
interrupting.
 Smile when appropriate.
 Follow up in writing.

Chapter 1, Slide 40
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.

Chapter 1, Slide 41
Improving Communication Among
Diverse Workplace Audiences
Improving Communication Among
Diverse 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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