Copyright © 2008 by Nelson Education Ltd. 1 PowerPoints to accompany Essentials of Business Communication for English Language Learners 1 st Canadian Edition.

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

Copyright © 2008 by Nelson Education Ltd.Copyright © 2008 by Nelson Education Ltd. Ch. 1-2

Chapter 1Chapter 1

Today’s

Communication

Challenges


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


The Changing World of WorkThe Changing World of Work

Communication Skills:

Essential for succeeding in the new world of work.


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


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.


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


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


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.




Be patient. Take selective notes. Provide feedback.


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


Nonverbal CommunicationNonverbal Communication

Time, space, and territory send silent messages.• Time (structure and use of)• Space (arrangement of furniture in)• Territory (privacy zones)


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.




Appreciate the power of appearance. Observe yourself on videotape. Enlist friends and family.


Culture and CommunicationCulture and Communication

Good communication demands special sensitivity and skills when communicators are from different cultures.



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



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



Overcome misunderstanding by developing tolerance.

• Practise empathy.• Try to see the world through another’s eyes.• Accept others’ contributions in solving problems.


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.




Conversation (continued)• Accept blame.• Listen without interrupting.• Remember to smile.• Follow up in writing.




Written communication• Adopt local formats.• Consider hiring a translator.• Use short sentences and short paragraphs.• Avoid unclear wording.• Cite numbers carefully.


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.


Effective Communication With Diverse Workplace AudiencesEffective Communication With Diverse Workplace Audiences

Make fewer assumptions. Learn about your cultural self. Seek common ground.


End

Copyright © 2008 by Nelson Education Ltd. 1 PowerPoints to accompany Essentials of Business Communication for English Language Learners 1 st Canadian Edition.

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