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CHAPTER 1
BUILDING YOUR CAREER BUILDING YOUR CAREER SUCCESS WITH SUCCESS WITH
COMMUNICATION SKILLSCOMMUNICATION SKILLS
Communication skills are essential Communication 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
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 in Trends in the Newthe New
WorkplaceWorkplace
Trends in Trends in the Newthe New
WorkplaceWorkplace
The Process of CommunicationThe Process of CommunicationThe Process of CommunicationThe Process of Communication
How may the sender How may the sender encode a message?encode a message?
Verbally or nonverbally. By speaking, writing, gesturing.
What kinds of What kinds of channels carry channels carry messages?messages?
Letters, e-mail, IM, memos, TV, cell phone, voice, body. Others?
How does a receiver How does a receiver decode a message?decode a message?
Hearing, reading, observing.
The Process of CommunicationThe Process of CommunicationThe Process of CommunicationThe Process of Communication
When is When is communication communication successful?successful?
When a message is understood as the sender intended it to be.
How can a How can a communicator communicator provide for feedback?provide for feedback?
Ask questions, watch responses, don’t dominate the exchange.
Barriers to Effective ListeningBarriers to Effective ListeningBarriers to Effective ListeningBarriers to Effective Listening
Physical Physical barriersbarriers
Hearing disabilities, noisy Hearing disabilities, noisy surroundingssurroundings
Psychological Psychological barriersbarriers
Tuning out ideas that Tuning out ideas that counter our valuescounter our values
Language Language problemsproblems
Unfamiliar or charged Unfamiliar or charged wordswords
Nonverbal Nonverbal distractionsdistractions
Clothing, mannerisms, Clothing, mannerisms, appearanceappearance
Barriers to Effective ListeningBarriers to Effective ListeningBarriers to Effective ListeningBarriers to Effective Listening
Thought Thought speedspeed
Our minds process Our minds process thoughts faster than thoughts faster than speakers express themspeakers express them
Faking Faking attentionattention
Pretending to listenPretending to listen
GrandstandingGrandstanding Talking all the time or Talking all the time or listening only for the listening only for the next pausenext pause
Ten MisconceptionsTen MisconceptionsAbout ListeningAbout Listening
1.1. Listening is a matter of intelligence.Listening is a matter of intelligence.
FACT:FACT: Careful listening is a learned Careful listening is a learned behavior.behavior.
2.2. Speaking is more important than Speaking is more important than listening in the communication listening in the communication process.process.
FACT:FACT: Speaking and listening are Speaking and listening are equally important.equally important.
3.3. Listening is easy and requires little Listening is easy and requires little energy.energy.FACT:FACT: Active listeners undergo the Active listeners undergo the same physiological changes as a same physiological changes as a person jogging.person jogging.
4.4. Listening and hearing are the same Listening and hearing are the same process.process.FACT:FACT: Listening is a conscious, Listening is a conscious, selective process. Hearing is an selective process. Hearing is an involuntary act.involuntary act.
5.5. Speakers are able to command Speakers are able to command listening.listening.FACT:FACT: Speakers cannot make a Speakers cannot make a person really listen.person really listen.
6.6. Hearing ability determines listening Hearing ability determines listening ability.ability.FACT:FACT: Listening happens mentally— Listening happens mentally—between the ears.between the ears.
7.7. Speakers are totally responsible for Speakers are totally responsible for communication success.communication success.FACT:FACT: Communication is a two-way Communication is a two-way street.street.
8.8. Listening is only a matter of Listening is only a matter of understanding a speaker’s words.understanding a speaker’s words.FACT:FACT: Nonverbal signals also help Nonverbal signals also help listeners gain understanding.listeners gain understanding.
9.9. Daily practice eliminates the need for Daily practice eliminates the need for listening training.listening training.
FACT:FACT: Without effective listening Without effective listening training, most practice merely training, most practice merely reinforces negative behaviors.reinforces negative behaviors.
10.10. Competence in listening develops Competence in listening develops naturally.naturally.
FACT:FACT: Untrained people listen at only Untrained people listen at only 25 percent efficiency.25 percent efficiency.
Tips for Becoming anTips for Becoming anActive ListenerActive Listener
Tips for Becoming anTips for Becoming anActive 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.
Judge ideas, Judge ideas, not not appearances.appearances.
Hold your fire.Hold your fire. Take selective Take selective
notes. notes.
Provide Provide feedback.feedback.
Tips for Becoming anTips for Becoming anActive Listener (con’t)Active Listener (con’t)Tips for Becoming anTips for Becoming anActive Listener (con’t)Active Listener (con’t)
Nonverbal CommunicationNonverbal CommunicationNonverbal CommunicationNonverbal Communication
Eye contact, facial expression, and Eye contact, facial expression, and posture and gestures send silent posture and gestures send silent messages.messages.
Time, space, and Time, space, and territory send territory send silent messages.silent messages.– Time (punctuality Time (punctuality
and structure of)and structure of)– Space Space
(arrangement of (arrangement of objects in)objects in)
– Territory (privacy Territory (privacy zones)zones)
Nonverbal Communication (con’t)Nonverbal Communication (con’t)Nonverbal Communication (con’t)Nonverbal Communication (con’t)
Eye contact, facial expression, and Eye contact, facial expression, and posture and gestures send silent posture and gestures send silent messages.messages.
Time, space, and territory send silent Time, 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
Tips for Improving Tips 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 meanings Avoid assigning nonverbal meanings
out of context.out of context.
Associate with people from diverse Associate 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 Improving Tips for Improving Your Nonverbal SkillsYour Nonverbal Skills
Culture and CommunicationCulture and CommunicationCulture and CommunicationCulture and Communication
Good Good communication communication demands special demands special sensitivity and skills sensitivity and skills when when communicators are communicators are from different from different cultures.cultures.
Culture and CommunicationCulture and CommunicationKey North American BeliefsKey North American BeliefsCulture and CommunicationCulture and CommunicationKey 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; preference ceremonies, rank; preference for informal dressfor informal dress
BeliefBelief ExamplesExamples
Direct Direct Communication Communication StyleStyle
Impatient, literal, suspicious Impatient, literal, suspicious of evasiveness of evasiveness
Importance of Importance of TimeTime
Precious, correlates with Precious, correlates with productivityproductivity
Culture and CommunicationCulture and CommunicationKey North American Beliefs (con’t)Key North American Beliefs (con’t)
Culture and CommunicationCulture and CommunicationKey North American Beliefs (con’t)Key North American Beliefs (con’t)
Comparing U.S. and Comparing U.S. and International’s ViewsInternational’s ViewsComparing U.S. and Comparing U.S. and International’s ViewsInternational’s Views
U.S. Persons’ U.S. Persons’ Views of Views of
ThemselvesThemselves
Internationals’ Internationals’ Views Views
of U.S. Personsof U.S. Persons
Informal, friendly, Informal, friendly, casualcasual
Undisciplined, overly Undisciplined, overly personalpersonal
EgalitarianEgalitarian Insensitive to statusInsensitive to status
Direct, aggressiveDirect, aggressive Blunt, rude, Blunt, rude, oppressiveoppressive
U.S. Persons’ Views U.S. Persons’ Views of Themselvesof Themselves
Internationals’ Views Internationals’ Views of U.S. Personsof U.S. Persons
EfficientEfficient Obsessed with time; Obsessed with time; opportunisticopportunistic
Goal/achievement-Goal/achievement-orientedoriented
Promise more than they Promise more than they deliverdeliver
Profit-orientedProfit-oriented MaterialisticMaterialistic
Resourceful, ingeniousResourceful, ingenious Work-oriented; deals Work-oriented; deals more important than more important than peoplepeople
Comparing U.S. and Comparing U.S. and International’s ViewsInternational’s ViewsComparing U.S. and Comparing U.S. and International’s ViewsInternational’s Views
U.S. Persons’ Views U.S. Persons’ Views of Themselvesof Themselves
Internationals’ Views Internationals’ Views of U.S. Personsof U.S. Persons
Individualistic, Individualistic, progressiveprogressive
Self-absorbed, equating Self-absorbed, equating “new” with “best”“new” with “best”
Dynamic, find identity Dynamic, find identity in workin work
DrivenDriven
Enthusiastic, prefer Enthusiastic, prefer hard-sellhard-sell
Deceptive, fearsomeDeceptive, fearsome
OpenOpen Weak, untrustworthyWeak, untrustworthy
Comparing U.S. and Comparing U.S. and International’s Views (con’t)International’s Views (con’t)
Comparing U.S. and Comparing U.S. and International’s Views (con’t)International’s Views (con’t)
Proverbs Reflect CultureProverbs Reflect CultureProverbs Reflect CultureProverbs Reflect Culture
What do these What do these U.S. proverbsU.S. proverbs indicate indicate 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, try If at first you don’t succeed, try, try again.”again.”
5.5. ““The early bird gets the worm.”The early bird gets the worm.”
What do these What do these Chinese proverbsChinese proverbs indicate about the Chinese culture and indicate about the Chinese culture and what it values?what it values?
1.1. ““A man who waits for a roast duck to fly A man who waits for a roast duck to fly into his mouth must wait a very, very into his mouth must wait a very, very long time.”long time.”
2.2. ““A man who says it cannot be done A 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 a Give a man a fish, and he will live for a day; give him a net, and he will live for day; give him a net, and he will live for a lifetime.”a lifetime.”
What do these proverbs indicate about What do these proverbs indicate about their respective cultures and what their respective cultures and what they value?they value?
1.1. ““No one is either rich or poor who has No 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 pounded The nail that sticks up gets pounded down.” down.” (Japanese)(Japanese)
High-Context and High-Context and Low-Context CulturesLow-Context Cultures
High-Context and High-Context and Low-Context CulturesLow-Context Cultures
Low ContextLow Context
High ContextHigh ContextJapaneseJapanese
ArabArab
Latin AmericanLatin American
SpanishSpanish
EnglishEnglish
ItalianItalian
FrenchFrench
North AmericanNorth American
ScandinavianScandinavian
GermanGerman
SwissSwiss
Comparison of High- and Comparison of High- and Low-Context CulturesLow-Context Cultures
Comparison of High- and Comparison of High- and Low-Context CulturesLow-Context Cultures
High-ContextHigh-Context
CulturesCulturesLow-ContextLow-Context
CulturesCultures
RelationalRelational LinearLinear
CollectivistCollectivist IndividualisticIndividualistic
IntuitiveIntuitive LogicalLogical
ContemplativeContemplative Action-orientedAction-oriented
Improving Communication With Improving Communication With Multicultural AudiencesMulticultural Audiences
Improving Communication With Improving Communication With Multicultural AudiencesMulticultural Audiences
Oral MessagesOral Messages– Use simple Use simple
English.English.– Speak slowly and Speak slowly and
enunciate clearly.enunciate clearly.– Encourage Encourage
accurate accurate feedback.feedback.
Oral Messages Oral 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 With Improving Communication With Multicultural AudiencesMulticultural Audiences
Improving Communication With Improving Communication With Multicultural AudiencesMulticultural Audiences
Written MessagesWritten Messages– Adapt to local formats.Adapt to local formats.– Consider hiring a translator.Consider hiring a translator.– Use short sentences and short Use 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 With Improving Communication With Multicultural Audiences (con’t)Multicultural Audiences (con’t)
Improving Communication With Improving Communication With Multicultural Audiences (con’t)Multicultural Audiences (con’t)
Effective Communication With Effective Communication With Diverse Workplace AudiencesDiverse Workplace AudiencesEffective Communication With Effective 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 and Create zero tolerance for bias and
stereotypes.stereotypes. Practice focused, thoughtful, and Practice focused, thoughtful, and
open-minded listening.open-minded listening. Invite, use, and give feedback.Invite, use, and give feedback.
Make fewer workplace assumptions.Make fewer workplace assumptions. Learn about your own cultural self.Learn about your own cultural self. Learn about other Learn about other
cultures and cultures and identity groups. identity groups.
Seek common Seek common ground. ground.
Effective Communication With Effective Communication With Diverse Workplace Audiences (con’t)Diverse Workplace Audiences (con’t)
Effective Communication With Effective Communication With Diverse Workplace Audiences (con’t)Diverse Workplace Audiences (con’t)
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