Copy of lec_5-6-Com.Skills.pdf

1. 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

2. Chapter 1, Slide 8 Mary Ellen Guffey, Essentials of Business Communication, 8e 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? The Process of Communication The Process of Communication

3. Chapter 1, Slide 9 Mary Ellen Guffey, Essentials of Business Communication, 8e The Process of Communication The Process of Communication 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?

4. Chapter 1, Slide 10 Mary Ellen Guffey, Essentials of Business Communication, 8e Barriers to Effective Listening 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

5. Chapter 1, Slide 11 Mary Ellen Guffey, Essentials of Business Communication, 8e Barriers to Effective Listening Barriers to Effective Listening 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

6. Chapter 1, Slide 12 Mary Ellen Guffey, Essentials of Business Communication, 8e 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.

7. Chapter 1, Slide 13 Mary Ellen Guffey, Essentials of Business Communication, 8e 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

8. Chapter 1, Slide 14 Mary Ellen Guffey, Essentials of Business Communication, 8e 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

9. Chapter 1, Slide 15 Mary Ellen Guffey, Essentials of Business Communication, 8e 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

10. Chapter 1, Slide 16 Mary Ellen Guffey, Essentials of Business Communication, 8e 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

11. Chapter 1, Slide 17 Mary Ellen Guffey, Essentials of Business Communication, 8e Keys to Building Powerful Listening Skills Keys to Building Powerful Listening Skills  Stop talking.  Control your surroundings.  Establish a receptive mind-set.  Keep an open mind.  Listen for main points.  Capitalize on lag time.

12. Chapter 1, Slide 18 Mary Ellen Guffey, Essentials of Business Communication, 8e  Listen between the lines.  Judge ideas, not appearances.  Hold your fire.  Take selective notes.  Provide feedback. Keys to Building Powerful Listening Skills Keys to Building Powerful Listening Skills

13. Chapter 1, Slide 19 Mary Ellen Guffey, Essentials of Business Communication, 8e Nonverbal Communication Nonverbal Communication Eye contact, facial expression, and posture and gestures send silent messages.

14. Chapter 1, Slide 20 Mary Ellen Guffey, Essentials of Business Communication, 8e Time, space, and territory send silent messages.  Time (punctuality and structure)  Space (arrangement of objects)  Territory (privacy zones) Nonverbal Communication Nonverbal Communication

15. Chapter 1, Slide 21 Mary Ellen Guffey, Essentials of Business Communication, 8e Nonverbal Communication Nonverbal Communication Appearance sends silent messages.  Appearance of business documents  Appearance of people

16. Chapter 1, Slide 22 Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 1, Slide 22 Mary Ellen Guffey, Essentials of Business Communication, 8e Four Space Zones for Social Interaction Among Americans

17. Chapter 1, Slide 23 Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 1, Slide 23 Mary Ellen Guffey, Essentials of Business Communication, 8e Four Space Zones for Social Interaction Among Americans

18. Chapter 1, Slide 24 Mary Ellen Guffey, Essentials of Business Communication, 8e 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.

19. Chapter 1, Slide 25 Mary Ellen Guffey, Essentials of Business Communication, 8e  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

20. Chapter 1, Slide 26 Mary Ellen Guffey, Essentials of Business Communication, 8e 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

21. Chapter 1, Slide 27 Mary Ellen Guffey, Essentials of Business Communication, 8e Time Orientation Communication Style Formality Individualism Context Culture Dimensions of Culture

22. Chapter 1, Slide 28 Mary Ellen Guffey, Essentials of Business Communication, 8e Dimensions of Culture High-context cultures (those in Japan, China, and Arab countries) tend to be relational, collectivist, and contemplative. Context

23. Chapter 1, Slide 29 Mary Ellen Guffey, Essentials of Business Communication, 8e Dimensions of Culture Context Low-context cultures (those in North America and Germany) tend to be logical, linear, and action-oriented.

24. Chapter 1, Slide 30 Mary Ellen Guffey, Essentials of Business Communication, 8e Dimensions of Culture 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.

25. Chapter 1, Slide 31 Mary Ellen Guffey, Essentials of Business Communication, 8e Dimensions of Culture Formality  North Americans place less emphasis on tradition, ceremony, and social rules.  Other cultures prefer more formality.

26. Chapter 1, Slide 32 Mary Ellen Guffey, Essentials of Business Communication, 8e Dimensions of Culture Communication Style High-context cultures rely on nonverbal cues and the total picture to communicate. Meanings are embedded at many sociocultural levels.

27. Chapter 1, Slide 33 Mary Ellen Guffey, Essentials of Business Communication, 8e Dimensions of Culture Communication Style Low-context cultures emphasize words, straightforwardness, and openness. People tend to be informal, impatient, and literal.

28. Chapter 1, Slide 34 Mary Ellen Guffey, Essentials of Business Communication, 8e Dimensions of Culture 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.

29. Chapter 1, Slide 35 Mary Ellen Guffey, Essentials of Business Communication, 8e Proverbs Reflect Culture 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?

30. Chapter 1, Slide 36 Mary Ellen Guffey, Essentials of Business Communication, 8e 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. Proverbs Reflect Culture Proverbs Reflect Culture

31. Chapter 1, Slide 37 Mary Ellen Guffey, Essentials of Business Communication, 8e Proverbs Reflect Culture Proverbs Reflect Culture 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)

32. Chapter 1, Slide 38 Mary Ellen Guffey, Essentials of Business Communication, 8e Improving Communication With Multicultural Audiences 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

33. Chapter 1, Slide 39 Mary Ellen Guffey, Essentials of Business Communication, 8e © Creatas / Photolibrary Group / Index Stock Imagery Oral Messages  Observe eye messages.  Accept blame.  Listen without interrupting.  Smile when appropriate.  Follow up in writing. Improving Communication With Multicultural Audiences Improving Communication With Multicultural Audiences

34. Chapter 1, Slide 40 Mary Ellen Guffey, Essentials of Business Communication, 8e 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 With Multicultural Audiences Improving Communication With Multicultural Audiences

35. Chapter 1, Slide 41 Mary Ellen Guffey, Essentials of Business Communication, 8e 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.

Copy of lec_5-6-Com.Skills.pdf

Copy of lec_5-6-Com.Skills.pdf

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