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© 2007 Thomson South-Western
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Chapter 1, Slide 2Mary Ellen Guffey, Essentials of Business Communication, 7e
Course MaterialsCourse Materials Textbook: “Business Communication:
Process and Product” – Mary Ellen Guffey – 5th Edition.
Chapter 1, Slide 3Mary Ellen Guffey, Essentials of Business Communication, 7e
Course OutlineCourse Outline Chapter 1: Communicating at Work Chapter 2: Communicating in Small Groups and Teams Chapter 3: Work Place Listening and Non-verbal
Communication Chapter 8: Routine E-mail Message and Memos Chapter 9: Routine Letters and Goodwill Messages Chapter 10: Persuasive and Sales Messages
Chapter 1, Slide 4Mary Ellen Guffey, Essentials of Business Communication, 7e
Course OutlineCourse Outline Mid-term Chapter 11: Negative Messages Chapter 12: Preparing to write Business Reports Chapter 13: Organizing and Writing Business
Reports Chapter 15: Speaking with Confidence Chapter 16: Employment Communication
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Course AssessmentCourse Assessment Assignment: 20% Mid-term: 30% Final Exam: 50%
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CHAPTER 1CHAPTER 1
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Communication skills are essential for Job placement Job performance Career advancement Success in the new world of work
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“Businesses are crying out—they need to have
people who write better.”
Gaston Caperton, business executive and president, College Board
Chapter 1, Slide 9Mary Ellen Guffey, Essentials of Business Communication, 7e
Projecting Professionalism When You Communicate
Chapter 1, Slide 10Mary Ellen Guffey, Essentials of Business Communication, 7e
Projecting Professionalism When You CommunicateProjecting Professionalism When You Communicate(continued)
Chapter 1, Slide 11Mary Ellen Guffey, Essentials of Business Communication, 7e
Projecting Professionalism When You CommunicateProjecting Professionalism When You Communicate(concluded)
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Focus on information
as a corporate asset
New work
environments
Innovative communication
technologies
Heightened global
competition
Increased emphasis on teams
More participatory management
Flattened management hierarchies
Trends in Trends in the Newthe New
WorkplaceWorkplace
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The Process of Communication
Chapter 1, Slide 14Mary Ellen Guffey, Essentials of Business Communication, 7e
The Process of CommunicationThe Process of Communication
Verbally or nonverbally. By speaking, writing, gesturing.
How may the sender How may the sender encode a message?encode a message?
Letters, e-mail, IM, memos, TV, cell phone, voice, body. Others?
What kinds of What kinds of channels carry channels carry messages?messages?
Chapter 1, Slide 15Mary Ellen Guffey, Essentials of Business Communication, 7e
Hearing, reading, observing.
How does a receiver How does a receiver decode a message?decode a message?
When a message is understood as the sender intended it to be.
When is When is communication communication successful?successful?
Ask questions, watch responses, don’t dominate the exchange.
How can a How can a communicator communicator provide for feedback?provide for feedback?
Chapter 1, Slide 16Mary Ellen Guffey, Essentials of Business Communication, 7e
Physical Physical barriersbarriers
Hearing disabilities, noisy surroundings
Psychological Psychological barriersbarriers
Tuning out ideas that counter our values
Language Language problemsproblems
Unfamiliar or charged words
Nonverbal Nonverbal distractionsdistractions
Clothing, mannerisms, appearance
Barriers to Effective ListeningBarriers to Effective Listening
Chapter 1, Slide 17Mary Ellen Guffey, Essentials of Business Communication, 7e
Thought speedThought speed Our minds process thoughts faster than speakers express them
Faking Faking attentionattention
Pretending to listen
GrandstandingGrandstanding Talking all the time or listening only for the next pause
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Barriers to Interpersonal Communication
Bypassing Differing frame of reference Lack of language skills Lack of listening skills Emotional interference Physical distractions
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Communication climate
Context and setting
Background, experiences
Knowledge, mood
Values, beliefs, culture
Understanding is shaped by
Chapter 1, Slide 20Mary Ellen Guffey, Essentials of Business Communication, 7e
Barriers That Block the Flow of Information in Organizations
Closed communication climate Top-heavy organizational structure Long lines of communication Lack of trust between management
and employees Competition for power, status, rewards
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Overcoming Communication Barriers
Realize that communication is imperfect Adapt the message to the receiver Improve your language and listening skills Question your preconceptions Plan for feedback
Chapter 1, Slide 22Mary Ellen Guffey, Essentials of Business Communication, 7e
Surmounting Organizational Barriers
Encourage open environment for interaction and feedback
Flatten the organizational structure Promote horizontal communication Provide hotline for anonymous feedback Provide sufficient information through
formal channels
Chapter 1, Slide 23Mary Ellen Guffey, Essentials of Business Communication, 7e
Ten MisconceptionsTen MisconceptionsAbout 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.
Chapter 1, Slide 24Mary Ellen Guffey, Essentials of Business Communication, 7e
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.
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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.
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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.
Chapter 1, Slide 27Mary Ellen Guffey, Essentials of Business Communication, 7e
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.
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Tips for Becoming anTips for Becoming anActive ListenerActive Listener
Stop talking. Control your surroundings. Establish a receptive mind-set. Listen for main points. Listen between the lines.
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Judge ideas, not appearances.
Hold your fire. Take selective
notes.
Provide feedback.
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Nonverbal CommunicationNonverbal Communication
Eye contact, facial expression, and posture and gestures send silent messages.
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Time, space, and territory send silent messages.• Time (punctuality
and structure of)• Space
(arrangement of objects in)
• Territory (privacy zones)
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Four Space Zones for Social Interaction Among Americans
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Four Space Zones for Social Interaction Among Americans
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Eye contact, facial expression, and posture and gestures send silent messages.
Time, space, and territory send silent messages.
Appearance sends silent messages.• Appearance of business documents• Appearance of people
Chapter 1, Slide 35Mary Ellen Guffey, Essentials of Business Communication, 7e
Tips for Improving Tips for Improving Your Nonverbal SkillsYour 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.
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Associate with people from diverse cultures.
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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High-Context and High-Context and Low-Context CulturesLow-Context Cultures
JapaneseArabLatin AmericanSpanishEnglishItalianFrenchNorth AmericanScandinavianGermanSwiss
Low Context
High Context
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High-ContextCultures
Low-ContextCultures
Relational Linear
Collectivist Individualistic
Intuitive Logical
Contemplative Action-oriented
Comparison of High- and Comparison of High- and Low-Context CulturesLow-Context Cultures
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Improving Communication With Improving Communication With Multicultural AudiencesMulticultural Audiences
Oral Messages• Use simple
English.• Speak slowly and
enunciate clearly.• Encourage
accurate feedback.
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Oral Messages (continued)
• Check frequently for comprehension.• Observe eye messages.• Accept blame.• Listen without interrupting.• Remember to smile!• Follow up in writing.
Chapter 1, Slide 42Mary Ellen Guffey, Essentials of Business Communication, 7e
Written Messages• Adapt to local formats.• Consider hiring a translator.• Use short sentences and short
paragraphs.• Avoid ambiguous wording.• Strive for clarity.• Cite numbers carefully.
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Effective Communication With Effective Communication With Diverse Workplace AudiencesDiverse Workplace Audiences
Understand the value of differences. Don’t expect total conformity. Create zero tolerance for bias and
stereotypes. Practice focused, thoughtful, and open-
minded listening. Invite, use, and give feedback.
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Make fewer workplace assumptions. Learn about your own cultural self. Learn about other
cultures and identity groups.
Seek common ground.
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