1. CHAPTER 1CHAPTER 1
BUILDING YOUR CAREERBUILDING YOUR CAREER
SUCCESS WITHSUCCESS WITH
COMMUNICATION SKILLSCOMMUNICATION SKILLS

2.  Communication skills are essentialCommunication skills are essential
forfor
–Job placementJob placement
–Job performanceJob performance
–Career advancementCareer advancement
–Success in the new world of workSuccess in the new world of work

3. 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 inTrends in
the Newthe New
WorkplaceWorkplace
Trends inTrends in
the Newthe New
WorkplaceWorkplace

4. The Process of CommunicationThe Process of Communication
How may the senderHow may the sender
encode a message?encode a message?
Verbally or nonverbally.
By speaking, writing,
gesturing.
What kinds ofWhat kinds of
channels carrychannels carry
messages?messages?
Letters, e-mail, IM,
memos, TV, cell phone,
voice, body. Others?
How does a receiverHow does a receiver
decode a message?decode a message?
Hearing, reading,
observing.

5. The Process of CommunicationThe Process of Communication
When isWhen is
communicationcommunication
successful?successful?
When a message is
understood as the sender
intended it to be.
How can aHow can a
communicatorcommunicator
provide for feedback?provide for feedback?
Ask questions, watch
responses, don’t
dominate the exchange.

6. Barriers to Effective ListeningBarriers to Effective Listening
PhysicalPhysical
barriersbarriers
Hearing disabilities, noisyHearing disabilities, noisy
surroundingssurroundings
PsychologicalPsychological
barriersbarriers
Tuning out ideas thatTuning out ideas that
counter our valuescounter our values
LanguageLanguage
problemsproblems
Unfamiliar or chargedUnfamiliar or charged
wordswords
NonverbalNonverbal
distractionsdistractions
Clothing, mannerisms,Clothing, mannerisms,
appearanceappearance

7. Barriers to Effective ListeningBarriers to Effective Listening
Thought speedThought speed Our minds processOur minds process
thoughts faster thanthoughts faster than
speakers express themspeakers express them
FakingFaking
attentionattention
Pretending to listenPretending to listen
GrandstandingGrandstanding Talking all the time orTalking all the time or
listening only for thelistening only for the
next pausenext pause

8. Ten MisconceptionsTen Misconceptions
About ListeningAbout Listening
1.1. Listening is a matter of intelligence.Listening is a matter of intelligence.
FACT:FACT: Careful listening is a learnedCareful listening is a learned
behavior.behavior.
2.2. Speaking is more important thanSpeaking is more important than
listening in the communicationlistening in the communication
process.process.
FACT:FACT: Speaking and listening areSpeaking and listening are
equally important.equally important.

9. 3.3. Listening is easy and requires littleListening is easy and requires little
energy.energy.
FACT:FACT: Active listeners undergo theActive listeners undergo the
same physiological changes as asame physiological changes as a
person jogging.person jogging.
4.4. Listening and hearing are the sameListening and hearing are the same
process.process.
FACT:FACT: Listening is a conscious,Listening is a conscious,
selective process. Hearing is anselective process. Hearing is an
involuntary act.involuntary act.

10. 5.5. Speakers are able to commandSpeakers are able to command
listening.listening.
FACT:FACT: Speakers cannot make aSpeakers cannot make a
person really listen.person really listen.
6.6. Hearing ability determines listeningHearing ability determines listening
ability.ability.
FACT:FACT: Listening happens mentally—Listening happens mentally—
between the ears.between the ears.

11. 7.7. Speakers are totally responsible forSpeakers are totally responsible for
communication success.communication success.
FACT:FACT: Communication is a two-wayCommunication is a two-way
street.street.
8.8. Listening is only a matter ofListening is only a matter of
understanding a speaker’s words.understanding a speaker’s words.
FACT:FACT: Nonverbal signals also helpNonverbal signals also help
listeners gain understanding.listeners gain understanding.

12. 9.9. Daily practice eliminates the need forDaily practice eliminates the need for
listening training.listening training.
FACT:FACT: Without effective listeningWithout effective listening
training, most practice merelytraining, most practice merely
reinforces negative behaviors.reinforces negative behaviors.
10.10. Competence in listening developsCompetence in listening develops
naturally.naturally.
FACT:FACT: Untrained people listen at onlyUntrained people listen at only
25 percent efficiency.25 percent efficiency.

13. Tips for Becoming anTips for Becoming an
Active ListenerActive Listener
Stop talking.Stop talking.
Control your surroundings.Control your surroundings.
Establish a receptive mind-set.Establish a receptive mind-set.
Listen for main points.Listen for main points.
Capitalize on lag time.Capitalize on lag time.
Listen between the lines.Listen between the lines.

14.  Judge ideas,Judge ideas,
notnot
appearances.appearances.
 Hold your fire.Hold your fire.
 Take selectiveTake selective
notes.notes.
 ProvideProvide
feedback.feedback.
Tips for Becoming anTips for Becoming an
Active Listener (con’t)Active Listener (con’t)

15. Nonverbal CommunicationNonverbal Communication
 Eye contact, facial expression, andEye contact, facial expression, and
posture and gestures send silentposture and gestures send silent
messages.messages.

16.  Time, space, andTime, space, and
territory sendterritory send
silent messages.silent messages.
– Time (punctualityTime (punctuality
and structure of)and structure of)
– SpaceSpace
(arrangement of(arrangement of
objects in)objects in)
– Territory (privacyTerritory (privacy
zones)zones)
Nonverbal Communication (con’t)Nonverbal Communication (con’t)

17.  Eye contact, facial expression, andEye contact, facial expression, and
posture and gestures send silentposture and gestures send silent
messages.messages.
 Time, space, and territory send silentTime, space, and territory send silent
messages.messages.
 Appearance sends silent messages.Appearance sends silent messages.
• Appearance of business documentsAppearance of business documents
• Appearance of peopleAppearance of people

18. Tips for ImprovingTips for Improving
Your Nonverbal SkillsYour Nonverbal Skills
 Establish and maintain eye contact.Establish and maintain eye contact.
 Use posture to show interest.Use posture to show interest.
 Improve your decoding skills.Improve your decoding skills.
 Probe for more information.Probe for more information.
 Avoid assigning nonverbal meaningsAvoid assigning nonverbal meanings
out of context.out of context.

19.  Associate with people from diverseAssociate with people from diverse
cultures.cultures.
 Appreciate the power of appearance.Appreciate the power of appearance.
 Observe yourself on videotape.Observe yourself on videotape.
 Enlist friends and family.Enlist friends and family.
Tips for ImprovingTips for Improving
Your Nonverbal SkillsYour Nonverbal Skills

20. Culture and CommunicationCulture and Communication
GoodGood
communicationcommunication
demands specialdemands special
sensitivity and skillssensitivity and skills
whenwhen
communicators arecommunicators are
from differentfrom different
cultures.cultures.

21. Culture and CommunicationCulture and Communication
Key North American BeliefsKey North American Beliefs
BeliefBelief ExamplesExamples
IndividualismIndividualism Initiative, self-assertion,Initiative, self-assertion,
personal achievementpersonal achievement
InformalityInformality Little emphasis on rituals,Little emphasis on rituals,
ceremonies, rank; preferenceceremonies, rank; preference
for informal dressfor informal dress

22. BeliefBelief ExamplesExamples
DirectDirect
CommunicationCommunication
StyleStyle
Impatient, literal,Impatient, literal,
suspicious of evasivenesssuspicious of evasiveness
Importance ofImportance of
TimeTime
Precious, correlates withPrecious, correlates with
productivityproductivity
Culture and CommunicationCulture and Communication
Key North American Beliefs (con’t)Key North American Beliefs (con’t)

23. Comparing U.S. andComparing U.S. and
International’s ViewsInternational’s Views
U.S. Persons’U.S. Persons’
Views ofViews of
ThemselvesThemselves
Internationals’Internationals’
ViewsViews
of U.S. Personsof U.S. Persons
Informal, friendly,Informal, friendly,
casualcasual
Undisciplined, overlyUndisciplined, overly
personalpersonal
EgalitarianEgalitarian Insensitive to statusInsensitive to status
Direct, aggressiveDirect, aggressive
Blunt, rude,Blunt, rude,
oppressiveoppressive

24. U.S. Persons’ ViewsU.S. Persons’ Views
of Themselvesof Themselves
Internationals’ ViewsInternationals’ Views
of U.S. Personsof U.S. Persons
EfficientEfficient Obsessed with time;Obsessed with time;
opportunisticopportunistic
Goal/achievement-Goal/achievement-
orientedoriented
Promise more than theyPromise more than they
deliverdeliver
Profit-orientedProfit-oriented MaterialisticMaterialistic
Resourceful, ingeniousResourceful, ingenious Work-oriented; dealsWork-oriented; deals
more important thanmore important than
peoplepeople
Comparing U.S. andComparing U.S. and
International’s ViewsInternational’s Views

25. U.S. Persons’ ViewsU.S. Persons’ Views
of Themselvesof Themselves
Internationals’ ViewsInternationals’ Views
of U.S. Personsof U.S. Persons
Individualistic,Individualistic,
progressiveprogressive
Self-absorbed, equatingSelf-absorbed, equating
“new” with “best”“new” with “best”
Dynamic, find identityDynamic, find identity
in workin work
DrivenDriven
Enthusiastic, preferEnthusiastic, prefer
hard-sellhard-sell
Deceptive, fearsomeDeceptive, fearsome
OpenOpen Weak, untrustworthyWeak, untrustworthy
Comparing U.S. andComparing U.S. and
International’s Views (con’t)International’s Views (con’t)

26. Proverbs Reflect CultureProverbs Reflect Culture
What do theseWhat do these U.S. proverbsU.S. proverbs indicateindicate
about this culture and what it values?about this culture and what it values?
1.1. ““The squeaking wheel gets the grease.”The squeaking wheel gets the grease.”
2.2. ““Waste not, want not.”Waste not, want not.”
3.3. ““He who holds the gold makes the rules.”He who holds the gold makes the rules.”
4.4. ““If at first you don’t succeed, try, tryIf at first you don’t succeed, try, try
again.”again.”
5.5. ““The early bird gets the worm.”The early bird gets the worm.”

27. What do theseWhat do these Chinese proverbsChinese proverbs
indicate about the Chinese culture andindicate about the Chinese culture and
what it values?what it values?
1.1. ““A man who waits for a roast duck to flyA man who waits for a roast duck to fly
into his mouth must wait a very, veryinto his mouth must wait a very, very
long time.”long time.”
2.2. ““A man who says it cannot be doneA man who says it cannot be done
should not interrupt a man doing it.”should not interrupt a man doing it.”
3.3. ““Give a man a fish, and he will live for aGive a man a fish, and he will live for a
day; give him a net, and he will live forday; give him a net, and he will live for
a lifetime.”a lifetime.”

28. What do these proverbs indicate aboutWhat do these proverbs indicate about
their respective cultures and whattheir respective cultures and what
they value?they value?
1.1. ““No one is either rich or poor who hasNo one is either rich or poor who has
not helped himself to be so.”not helped himself to be so.” (German)(German)
2.2. ““Words do not make flour.”Words do not make flour.” (Italian)(Italian)
3.3. ““The nail that sticks up gets poundedThe nail that sticks up gets pounded
down.”down.” (Japanese)(Japanese)

29. High-Context andHigh-Context and
Low-Context CulturesLow-Context Cultures
Low ContextLow Context
High ContextHigh Context
JapaneseJapanese
ArabArab
Latin AmericanLatin American
SpanishSpanish
EnglishEnglish
ItalianItalian
FrenchFrench
North AmericanNorth American
ScandinavianScandinavian
GermanGerman
SwissSwiss

30. Comparison of High- andComparison of High- and
Low-Context CulturesLow-Context Cultures
High-ContextHigh-Context
CulturesCultures
Low-ContextLow-Context
CulturesCultures
RelationalRelational LinearLinear
CollectivistCollectivist IndividualisticIndividualistic
IntuitiveIntuitive LogicalLogical
ContemplativeContemplative Action-Action-
orientedoriented

31. Improving Communication WithImproving Communication With
Multicultural AudiencesMulticultural Audiences
 Oral MessagesOral Messages
– Use simpleUse simple
English.English.
– Speak slowly andSpeak slowly and
enunciate clearly.enunciate clearly.
– EncourageEncourage
accurateaccurate
feedback.feedback.

32.  Oral MessagesOral Messages (continued)(continued)
– Check frequently for comprehension.Check frequently for comprehension.
– Observe eye messages.Observe eye messages.
– Accept blame.Accept blame.
– Listen without interrupting.Listen without interrupting.
– Remember to smile!Remember to smile!
– Follow up in writing.Follow up in writing.
Improving Communication WithImproving Communication With
Multicultural AudiencesMulticultural Audiences

33.  Written MessagesWritten Messages
– Adapt to local formats.Adapt to local formats.
– Consider hiring a translator.Consider hiring a translator.
– Use short sentences and shortUse short sentences and short
paragraphs.paragraphs.
– Avoid ambiguous wording.Avoid ambiguous wording.
– Strive for clarity.Strive for clarity.
– Cite numbers carefully.Cite numbers carefully.
Improving Communication WithImproving Communication With
Multicultural Audiences (con’t)Multicultural Audiences (con’t)

34. Effective Communication WithEffective Communication With
Diverse Workplace AudiencesDiverse Workplace Audiences
 Understand the value of differences.Understand the value of differences.
 Don’t expect total conformity.Don’t expect total conformity.
 Create zero tolerance for bias andCreate zero tolerance for bias and
stereotypes.stereotypes.
 Practice focused, thoughtful, andPractice focused, thoughtful, and
open-minded listening.open-minded listening.
 Invite, use, and give feedback.Invite, use, and give feedback.

35.  Make fewer workplace assumptions.Make fewer workplace assumptions.
 Learn about your own cultural self.Learn about your own cultural self.
 Learn about otherLearn about other
cultures andcultures and
identity groups.identity groups.
 Seek commonSeek common
ground.ground.
Effective Communication WithEffective Communication With
Diverse Workplace Audiences (con’t)Diverse Workplace Audiences (con’t)