1. ““Facing Today’s Communication Challenges”Facing Today’s Communication Challenges”
Career SuccessCareer Success
Begins WithBegins With
CommunicationCommunication
SkillsSkills
CHAPTER 1CHAPTER 1

2. Chapter 1, Slide 2
Communication Skills:Communication Skills:
Your ticket
to work...
OR
Your ticket out the door!

3. Chapter 1, Slide 3
LEARNING OBJECTIVESLEARNING OBJECTIVES
 Understand the importance of becoming an effective business
communicator in today’s changing workplace.
 Examine the process of communication.
 Discuss how to become an effective listener.
 Analyze nonverbal communication and explain techniques for
improving nonverbal communication skills.
 Explain how culture affects communication and describe
methods for improving cross-cultural communication.
 Identify specific techniques that improve effective
communication among diverse workplace audiences.
CHAPTER 1CHAPTER 1

4. Chapter 1, Slide 4
The Importance ofThe Importance of
Communication SkillsCommunication Skills
“If I went back to college again, I’d
concentrate on two areas: learning to write
and to speak before an audience. Nothing in
life is more important than the ability to
communicate effectively.”
Gerald R. Ford
38th
President of USA
“If I went back to college again, I’d
concentrate on two areas: learning to write
and to speak before an audience. Nothing in
life is more important than the ability to
communicate effectively.”
Gerald R. Ford
38th
President of USA

5. Chapter 1, Slide 5
Good communication skillsGood communication skills
are essential forare essential for
 Job placement
 Job performance
 Career advancement
 Success in the new world
of work

6. Chapter 1, Slide 6
Writing skills are increasinglyWriting skills are increasingly
significant.significant.
"Businesses are crying out—they
need to have people who write
better.”
Bill Gates

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

8. Chapter 1, Slide 8
Communicating in Today’sCommunicating in Today’s
Workplace is much differentWorkplace is much different

9. Chapter 1, Slide 9
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?
Examining The Process ofExamining The Process of
CommunicationCommunication

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

11. Chapter 1, Slide 11
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?

12. Chapter 1, Slide 12
The Process of CommunicationThe Process of Communication
THE COMMUNICATION PROCESS
Stimulus
A flow of messages from a source (sender) to a
receiver using a channel.
• Anything that causes you to consider the
communication process.
Analysis
Developing Messages
• Five steps: decision making, context analysis, message
design, media selection, and evaluation.
• Includes information management, critical
thinking, and setting goals.

13. Chapter 1, Slide 13
The Process of CommunicationThe Process of Communication
Encoding
• The process of actually sending a message through a
media destined for a receiver.
• Refers to receiving and processing messages, making
sense of the message.
Decoding
Analysis
• Message interpretation: making sense of the message.
• Message evaluation: reception, comprehension, benefits, timeliness, appropriateness,
creditability, and influence.

14. Chapter 1, Slide 14
The Process of CommunicationThe Process of Communication
Mutual Understanding
• The receiver must understand the message sent by the sender, the sender
must know the the receiver understands the message.
• Refers to any response that you make to the sender of
a message.
Developing A Feedback Message
Noise
• Anything that interferes, detracts, or adversely affects the message.
• Internal interference: processes within a person
• External distortions: environmental noise

15. Chapter 1, Slide 15
Developing Better Listening Skills &Developing Better Listening Skills &
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

16. Chapter 1, Slide 16
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

17. Chapter 1, Slide 17
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.

18. Chapter 1, Slide 18
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 MisconceptionsTen Misconceptions
About ListeningAbout Listening

19. Chapter 1, Slide 19
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 MisconceptionsTen Misconceptions
About ListeningAbout Listening

20. Chapter 1, Slide 20
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 MisconceptionsTen Misconceptions
About ListeningAbout Listening

21. Chapter 1, Slide 21
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 MisconceptionsTen Misconceptions
About ListeningAbout Listening

22. Chapter 1, Slide 22
 Bypassing
 Poor listening skills
 Differing frames of
reference
 Lack of language skills
 Emotional interference
 Physical distractions
Barriers That CreateBarriers That Create
MisunderstandingsMisunderstandings

23. Chapter 1, Slide 23
Realize that communication is
imperfect.
Adapt the message to the
receiver.
Improve your language and
listening skills.
Question your
preconceptions.
Encourage feedback.
Overcoming Barriers ThatOvercoming Barriers That
Cause MisunderstandingsCause Misunderstandings

24. Chapter 1, Slide 24
TIPS FOR BECOMING AN ACTIVETIPS FOR BECOMING AN ACTIVE
LISTENERLISTENER
 Stop talking.
 Control your surroundings.
 Establish a receptive
mind-set.
 Keep an open mind.
 Listen for main points.
 Capitalize on lag time.

25. Chapter 1, Slide 25
 Listen between the lines.
 Judge ideas, not
appearances.
 Hold your fire.
 Take selective notes.
 Provide feedback.
TIPS FOR BECOMING AN ACTIVETIPS FOR BECOMING AN ACTIVE
LISTENERLISTENER

26. Chapter 1, Slide 26
Nonverbal CommunicationNonverbal Communication
Eye contact, facial expression,
and posture and gestures send
silent messages.

27. Chapter 1, Slide 27
Time, space, and territory send
silent messages.
 Time (punctuality and structure)
 Space (arrangement of objects)
 Territory (privacy zones)
Improving NonverbalImproving Nonverbal
CommunicationCommunication

28. Chapter 1, Slide 28
Improving NonverbalImproving Nonverbal
CommunicationCommunication
Appearance sends silent
messages.
 Appearance of business
documents
 Appearance of people

29. Chapter 1, Slide 29Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 1, Slide 29
Four Space Zones for Social Interaction
Observed Among Americans

30. Chapter 1, Slide 30Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 1, Slide 30
Four Space Zones for Social Interaction
Observed Among Americans

31. Chapter 1, Slide 31
Keys to BuildingKeys to Building
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.

32. Chapter 1, Slide 32
 Associate with people from diverse
cultures.
 Appreciate the power of appearance.
 Observe yourself on videotape.
 Enlist friends and family.
Keys to BuildingKeys to Building
Strong Nonverbal SkillsStrong Nonverbal Skills

33. Chapter 1, Slide 33
Culture and CommunicationCulture and Communication
Good communication
demands special
sensitivity and skills
when communicators
are from different
cultures.
© 2008 Image Source Black/Jupiter Images

34. Chapter 1, Slide 34
TimeTime
OrientationOrientation
CommunicationCommunication
StyleStyle
FormalityFormality
IndividualismIndividualism
ContextContext
CultureCulture
Dimensions of CultureDimensions of Culture

35. Chapter 1, Slide 35
Dimensions of CultureDimensions of Culture
High-context cultures (those in Japan,
China, and Arab countries) tend to be
relational, collectivist, and contemplative.
Context

36. Chapter 1, Slide 36
Dimensions of CultureDimensions of Culture
Context
Low-context cultures (those in North
America, Scandinavia, and Germany)
tend to be logical, linear, and action-
oriented.

37. Chapter 1, Slide 37
Dimensions of CultureDimensions 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.

38. Chapter 1, Slide 38
Dimensions of CultureDimensions of Culture
Formality
 North Americans place less emphasis
on tradition, ceremony, and social rules.
 Other cultures prefer more formality.

39. Chapter 1, Slide 39
Dimensions of CultureDimensions of Culture
Communication Style
High-context cultures rely on
nonverbal cues and the total
picture to communicate.
Meanings are embedded at
many socio-cultural levels.

40. Chapter 1, Slide 40
Dimensions of CultureDimensions of Culture
Communication Style
Low-context cultures
emphasize words,
straightforwardness, and
openness. People tend
to be informal, impatient,
and literal.

41. Chapter 1, Slide 41
Dimensions of CultureDimensions 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.

42. Chapter 1, Slide 42
Improving Communication WithImproving Communication With
Cross-cultural AudiencesCross-cultural Audiences
Oral Messages
 Use simple English.
 Speak slowly and
enunciate clearly.
 Encourage accurate
feedback.
 Check frequently for
comprehension.
©Creatas/PhotolibraryGroup/IndexStockImagery

43. Chapter 1, Slide 43
©Creatas/PhotolibraryGroup/IndexStockImagery
Oral Messages
 Observe eye messages.
 Accept blame.
 Listen without
interrupting.
 Smile when appropriate.
 Follow up in writing.
Improving Communication WithImproving Communication With
Cross-cultural AudiencesCross-cultural Audiences

44. Chapter 1, Slide 44
Tips for minimizing written
misconceptions
 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 WithImproving Communication With
Cross-cultural AudiencesCross-cultural Audiences

45. Chapter 1, Slide 45
Effective Communication withEffective 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.

46. Chapter 1, Slide 46
Effective Communication withEffective Communication with
Diverse Workplace AudiencesDiverse Workplace Audiences
 Invite, use, and give feedback.
 Make fewer workplace assumptions.
 Learn about your own cultural self.
 Learn about other cultures and identity groups.
 Seek common ground.

47. ENDEND