Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
Career Success
Begins With
Communication
Skills
Instructor Only Version
2010 Thomson South-Western
Communication Skills:
Your ticket
to work...
OR
Your ticket out the door!
Mary Ellen Guffey, Essentials of Business Communication, 8e
Chapter 1, Slide 2
Chapter 1, Slide 3
Chapter 1, Slide 4
Information
Information
as
asaa
corporate
corporateasset
asset
New
New
work
work
environments
environments
Flattened
Flattened
management
management
hierarchies
hierarchies
Trends
Trendsin
in
the
thenew
new
workplace
workplace
Innovative
Innovative
communication
communication
technologies
technologies
MaryMary
EllenEllen
Guffey,
Guffey,
Essentials
Essentials
of Business
of Business
Communication,
Communication,
8e 8e
More
More
participatory
participatory
management
management
Increased
Increased
emphasis
emphasis
on
onteams
teams
Heightened
Heightened
global
global
competition
competition
Chapter 1, Slide 5
MaryMary
EllenEllen
Guffey,
Guffey,
Essentials
Essentials
of Business
of Business
Communication,
Communication,
8e 8e
Chapter 1, Slide 6
Verbally or nonverbally.
By speaking, writing,
gesturing.
Chapter 1, Slide 7
The Process of
Communication
What kinds of
channels carry
messages?
Chapter 1, Slide 8
Hearing, reading,
observing
When is
communication
successful?
When a message is
understood as the sender
intended it to be.
How can a
Ask questions, check
communicator
reactions, dont dominate
provide for feedback? the exchange.
Mary Ellen Guffey, Essentials of Business Communication, 8e
Chapter 1, Slide 9
Psychological
barriers
Language
problems
Nonverbal
distractions
clothing, mannerisms,
appearance
Chapter 1, Slide 10
Chapter 1, Slide 11
pretending to listen
Grandstanding
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.
Mary Ellen Guffey, Essentials of Business Communication, 8e
Chapter 1, Slide 13
Ten Misconceptions
About Listening
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.
Mary Ellen Guffey, Essentials of Business Communication, 8e
Chapter 1, Slide 14
Ten Misconceptions
About Listening
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.
Chapter 1, Slide 15
Ten Misconceptions
About Listening
7. Speakers are totally responsible for
communication success.
FACT: Communication is a two-way
street.
8. Listening is only a matter of
understanding a speakers words.
FACT: Nonverbal signals also help
listeners gain understanding.
Mary Ellen Guffey, Essentials of Business Communication, 8e
Chapter 1, Slide 16
Ten Misconceptions
About Listening
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.
Mary Ellen Guffey, Essentials of Business Communication, 8e
Chapter 1, Slide 17
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.
Mary Ellen Guffey, Essentials of Business Communication, 8e
Chapter 1, Slide 18
Keys to Building
Powerful Listening Skills
Listen between the lines.
Judge ideas, not
appearances.
Hold your fire.
Take selective notes.
Provide feedback.
Chapter 1, Slide 19
Nonverbal Communication
Eye contact, facial expression, and
posture and gestures send silent
messages.
Chapter 1, Slide 20
Chapter 1, Slide 21
Chapter 1, Slide 22
Nonverbal Communication
Time, space, and territory send
silent messages.
Time (punctuality and structure)
Space (arrangement of objects)
Territory (privacy zones)
Chapter 1, Slide 23
Chapter 1, Slide 24
Nonverbal Communication
Appearance sends silent
messages.
Appearance of business
documents
Appearance of people
Chapter 1, Slide 25
Chapter 1, Slide 26
MaryMary
EllenEllen
Guffey,
Guffey,
Essentials
Essentials
of Business
of Business
Communication,
Communication,
8e 8e
Chapter 1, Slide 27
MaryMary
EllenEllen
Guffey,
Guffey,
Essentials
Essentials
of Business
of Business
Communication,
Communication,
8e 8e
Chapter 1, Slide 28
Keys to Building
Strong Nonverbal Skills
Chapter 1, Slide 29
Keys to Building
Strong Nonverbal Skills
Associate with people from diverse
cultures.
Appreciate the power of appearance.
Observe yourself on videotape.
Enlist friends and family.
Chapter 1, Slide 30
Chapter 1, Slide 31
Dimensions of Culture
Context
Time
Orientatio
n
Individualism
Culture
Communication
Style
Mary Ellen Guffey, Essentials of Business Communication, 8e
Formality
Chapter 1, Slide 32
Dimensions of Culture
Context
High-context cultures (those in Japan,
China, and Arab countries) tend to be
relational, collectivist, and contemplative.
Chapter 1, Slide 33
Dimensions of Culture
Context
Low-context cultures (those in North
America, Scandinavia, and Germany)
tend to be logical, linear, and actionoriented.
Chapter 1, Slide 34
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.
Chapter 1, Slide 35
Dimensions of Culture
Formality
North Americans place less emphasis
on tradition, ceremony, and social rules.
Other cultures prefer more formality.
Chapter 1, Slide 36
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.
Chapter 1, Slide 37
Dimensions of Culture
Communication Style
Low-context cultures
emphasize words,
straightforwardness, and
openness. People tend
to be informal, impatient,
and literal.
Mary Ellen Guffey, Essentials of Business Communication, 8e
Chapter 1, Slide 38
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.
Mary Ellen Guffey, Essentials of Business Communication, 8e
Chapter 1, Slide 39
Low-Context
Cultures
Relational
Linear
Collectivist
Individualistic
Intuitive
Logical
Contemplative
Action-oriented
Chapter 1, Slide 40
Chapter 1, Slide 41
Chapter 1, Slide 42
Chapter 1, Slide 43
Chapter 1, Slide 45
Chapter 1, Slide 46
Chapter 1, Slide 47
Have a
Great
Weekend
Instructor Only Version
2010 Thomson South-Western