2. Chapter 1, Slide 2Mary Ellen Guffey, Essentials of Business Communication, 8e
Communication Skills:Communication Skills:
Your ticket
to work...
OR
Your ticket out the door!
3. Chapter 1, Slide 3Mary Ellen Guffey, Essentials of Business Communication, 8e
Good communication skillsGood communication skills
are essential forare essential for
Job placement
Job performance
Career advancement
Success in the new world
of work
4. Chapter 1, Slide 4Mary Ellen Guffey, Essentials of Business Communication, 8e
Writing skills are increasinglyWriting skills are increasingly
significant.significant.
"Businesses are crying out—they
need to have people who write
better.”
Gaston Caperton, business
executive and president,
College Board
5. Chapter 1, Slide 5Mary Ellen Guffey, Essentials of Business Communication, 8e
Your GuideYour Guide
Build Your CareerBuild Your Career
Communication SkillsCommunication Skills
InstructorInstructor Your CoachYour Coach
See
http://www.meguffey.com
See
http://www.meguffey.com
TextbookTextbook
BonusBonus
ResourcesResources
6. Chapter 1, Slide 6Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 1, Slide 6Mary Ellen Guffey, Essentials of Business Communication, 8e
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
7. Chapter 1, Slide 7Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 1, Slide 7Mary Ellen Guffey, Essentials of Business Communication, 8e
The Process of Communication
8. Chapter 1, Slide 8Mary Ellen Guffey, Essentials of Business Communication, 8e
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?
The Process of CommunicationThe Process of Communication
9. Chapter 1, Slide 9Mary Ellen Guffey, Essentials of Business Communication, 8e
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?
10. Chapter 1, Slide 10Mary Ellen Guffey, Essentials of Business Communication, 8e
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
11. Chapter 1, Slide 11Mary Ellen Guffey, Essentials of Business Communication, 8e
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
12. Chapter 1, Slide 12Mary Ellen Guffey, Essentials of Business Communication, 8e
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.
13. Chapter 1, Slide 13Mary 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 MisconceptionsTen Misconceptions
About ListeningAbout Listening
14. Chapter 1, Slide 14Mary 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 MisconceptionsTen Misconceptions
About ListeningAbout Listening
15. Chapter 1, Slide 15Mary 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 MisconceptionsTen Misconceptions
About ListeningAbout Listening
16. Chapter 1, Slide 16Mary 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 MisconceptionsTen Misconceptions
About ListeningAbout Listening
17. Chapter 1, Slide 17Mary Ellen Guffey, Essentials of Business Communication, 8e
Keys to BuildingKeys to Building
Powerful Listening SkillsPowerful Listening Skills
Stop talking.
Control your surroundings.
Establish a receptive
mind-set.
Keep an open mind.
Listen for main points.
Capitalize on lag time.
18. Chapter 1, Slide 18Mary 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 BuildingKeys to Building
Powerful Listening SkillsPowerful Listening Skills
19. Chapter 1, Slide 19Mary Ellen Guffey, Essentials of Business Communication, 8e
Nonverbal CommunicationNonverbal Communication
Eye contact, facial expression,
and posture and gestures send
silent messages.
20. Chapter 1, Slide 20Mary 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 CommunicationNonverbal Communication
21. Chapter 1, Slide 21Mary Ellen Guffey, Essentials of Business Communication, 8e
Nonverbal CommunicationNonverbal Communication
Appearance sends silent
messages.
Appearance of business
documents
Appearance of people
22. Chapter 1, Slide 22Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 1, Slide 22Mary Ellen Guffey, Essentials of Business Communication, 8e
Four Space Zones for Social
Interaction Among Americans
23. Chapter 1, Slide 23Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 1, Slide 23Mary Ellen Guffey, Essentials of Business Communication, 8e
Four Space Zones for Social
Interaction Among Americans
24. Chapter 1, Slide 24Mary Ellen Guffey, Essentials of Business Communication, 8e
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.
25. Chapter 1, Slide 25Mary 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 BuildingKeys to Building
Strong Nonverbal SkillsStrong Nonverbal Skills
27. Chapter 1, Slide 27Mary Ellen Guffey, Essentials of Business Communication, 8e
TimeTime
OrientationOrientation
CommunicationCommunication
StyleStyle
FormalityFormality
IndividualismIndividualism
ContextContext
CultureCulture
Dimensions of CultureDimensions of Culture
28. Chapter 1, Slide 28Mary Ellen Guffey, Essentials of Business Communication, 8e
Dimensions of CultureDimensions of Culture
High-context cultures (those in Japan,
China, and Arab countries) tend to be
relational, collectivist, and contemplative.
Context
29. Chapter 1, Slide 29Mary Ellen Guffey, Essentials of Business Communication, 8e
Dimensions of CultureDimensions of Culture
Context
Low-context cultures (those in North
America, Scandinavia, and Germany)
tend to be logical, linear, and action-
oriented.
30. Chapter 1, Slide 30Mary Ellen Guffey, Essentials of Business Communication, 8e
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.
31. Chapter 1, Slide 31Mary Ellen Guffey, Essentials of Business Communication, 8e
Dimensions of CultureDimensions of Culture
Formality
North Americans place less emphasis
on tradition, ceremony, and social rules.
Other cultures prefer more formality.
32. Chapter 1, Slide 32Mary Ellen Guffey, Essentials of Business Communication, 8e
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 sociocultural levels.
33. Chapter 1, Slide 33Mary Ellen Guffey, Essentials of Business Communication, 8e
Dimensions of CultureDimensions of Culture
Communication Style
Low-context cultures
emphasize words,
straightforwardness, and
openness. People tend
to be informal, impatient,
and literal.
34. Chapter 1, Slide 34Mary Ellen Guffey, Essentials of Business Communication, 8e
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.
35. Chapter 1, Slide 35Mary Ellen Guffey, Essentials of Business Communication, 8e
Comparison of High- andComparison of High- and
Low-Context CulturesLow-Context Cultures
High-Context
Cultures
Low-Context
Cultures
Relational Linear
Collectivist Individualistic
Intuitive Logical
Contemplative Action-oriented
36. Chapter 1, Slide 36Mary Ellen Guffey, Essentials of Business Communication, 8e
Proverbs 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?
37. Chapter 1, Slide 37Mary 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 CultureProverbs Reflect Culture
38. Chapter 1, Slide 38Mary Ellen Guffey, Essentials of Business Communication, 8e
Proverbs Reflect CultureProverbs 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)
41. Chapter 1, Slide 41Mary 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 WithImproving Communication With
Multicultural AudiencesMulticultural Audiences
42. Chapter 1, Slide 42Mary Ellen Guffey, Essentials of Business Communication, 8e
Improving Communication AmongImproving Communication Among
Diverse Workplace AudiencesDiverse Workplace Audiences
Understand the value of differences.
Seek training.
Learn about your own cultural self.
Make fewer workplace assumptions.
Build on similarities.