1Copyright © 2008 by Nelson Education Ltd.
PowerPointsto accompany
Essentials of Business
Communicationfor English Language Learners
1st Canadian Edition
PowerPointsto accompany
Essentials of Business
Communicationfor English Language Learners
1st Canadian Edition
Mary Ellen Guffey, Richard Almonte, Ausra Karka
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Chapter 1Chapter 1
Today’s
Communication
Challenges
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The Changing World of WorkThe Changing World of Work
Creative communication technologies Fewer levels of management More involvement in management Increased emphasis on self-directed work
and project teams More global competition New work environments
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The Changing World of WorkThe Changing World of Work
Communication Skills:
Essential for succeeding in the new world of work.
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The Process of CommunicationThe Process of Communication
Sender forms idea
Sender forms idea
Sender encodes message
Sender encodes message
Receiver decodes message
Receiver decodes message
Feedback travels to sender
Feedback travels to sender
Possible additional feedback travels to
receiver
Possible additional feedback travels to
receiver
Channel carries messageChannel carries message
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The Process of CommunicationThe Process of Communication
How may the sender encode a message?
Words or gestures.
What kinds of channels carry messages?
Computer, telephone, fax, Blackberry, traditional mail, blog.
How does a receiver decode a message?
Hearing, reading, observing.
When is communication successful? When a receiver understands the meaning intended by the sender.
How can a communicator encourage feedback?
Ask for feedback. Time of delivery. Amount of information.
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Barriers to Effective ListeningBarriers to Effective Listening
Physical barriers—hearing impairments, noisy surroundings
Personal barriers—ideas do not agree with our fixed thoughts
Language problems—unfamiliar words, thick accent or pronunciation mistakes
Nonverbal distractions—clothing, mannerisms, appearance
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Barriers to Effective ListeningBarriers to Effective Listening
Thought speed—we process thoughts faster than speakers express them
Faking attention—pretending to listen Seeking attention—talking all the time or just
waiting for the next pause
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Tips for Becoming anActive Listener
Tips for Becoming anActive Listener
Stop talking. Control your surroundings. Accept information willingly. Keep an open mind. Listen for main points. Listen for nonverbal clues. Judge ideas, not appearances.
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Tips for Becoming anActive Listener
Tips for Becoming anActive Listener
Be patient. Take selective notes. Provide feedback.
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Nonverbal CommunicationNonverbal Communication
The eyes, face, and body send silent messages.• Eye contact• Facial expression• Posture and gestures
Appearance sends silent messages.• Appearance of business documents• Appearance of people
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Nonverbal CommunicationNonverbal Communication
Time, space, and territory send silent messages.• Time (structure and use of)• Space (arrangement of furniture in)• Territory (privacy zones)
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Tips for Improving Your Nonverbal Skills
Tips for Improving Your Nonverbal Skills
Establish and maintain eye contact. Use posture to show interest. Improve your decoding skills. Search for more information. Associate with people from diverse
cultures.
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Tips for Improving Your Nonverbal Skills
Tips for Improving Your Nonverbal Skills
Appreciate the power of appearance. Observe yourself on videotape. Enlist friends and family.
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Culture and CommunicationCulture and Communication
Good communication demands special sensitivity and skills when communicators are from different cultures.
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Culture and CommunicationCulture and Communication
Key North American Beliefs:• Informality
Less emphasis on rituals, ceremonies, rank; preference for casual dress, direct business dealings
• Communication styleStraightforward, literal, uncomfortable with silence
• Time orientationPrecious, equates with productivity and money
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Culture and CommunicationCulture and Communication
Understanding and accepting people from other cultures is often difficult because of: Ethnocentrism
• belief in the superiority of one’s own culture Stereotype
• an oversimplified behavioural pattern applied to an entire group
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Culture and CommunicationCulture and Communication
Overcome misunderstanding by developing tolerance.
• Practise empathy.• Try to see the world through another’s eyes.• Accept others’ contributions in solving problems.
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Improving Communication With Cross-Cultural Audiences
Improving Communication With Cross-Cultural Audiences
Conversation• Use simple English.• Speak slowly and enunciate clearly.• Encourage accurate feedback.• Check frequently for comprehension.• Observe eye messages.
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Improving Communication With Cross-Cultural Audiences
Improving Communication With Cross-Cultural Audiences
Conversation (continued)• Accept blame.• Listen without interrupting.• Remember to smile.• Follow up in writing.
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Improving Communication With Cross-Cultural Audiences
Improving Communication With Cross-Cultural Audiences
Written communication• Adopt local formats.• Consider hiring a translator.• Use short sentences and short paragraphs.• Avoid unclear wording.• Cite numbers carefully.
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Effective Communication With Diverse Workplace AudiencesEffective Communication With Diverse Workplace Audiences
Understand the value of differences. Don’t expect sameness. Create zero tolerance for bias and
stereotypes. Practise focused, thoughtful, and open-
minded listening. Invite, use, and give feedback.
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Effective Communication With Diverse Workplace AudiencesEffective Communication With Diverse Workplace Audiences
Make fewer assumptions. Learn about your cultural self. Seek common ground.