CHAPTER 1

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Multimedia Instructor Version

2010 Thomson South-Western

Career Success
Begins With
Communication
Skills

Communication Skills:
Your ticket
to work...
OR
Your ticket out the door!
Mary Ellen Guffey, Essentials of Business Communication, 8e

Chapter 1, Slide 2

Good communication skills

are essential for
Job placement
Job performance
Career advancement
Success in the new world
of work

Mary Ellen Guffey, Essentials of Business Communication, 8e

Chapter 1, Slide 3

Writing skills are increasingly

significant.
"Businesses are crying outthey
need to have people who write
better.
Gaston Caperton, business
executive and president,
College Board

Mary Ellen Guffey, Essentials of Business Communication, 8e

Chapter 1, Slide 4

The Process of Communication

Mary Ellen Guffey, Essentials of Business Communication, 8e

Chapter 1, Slide 5

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 6

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 7

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.

Mary Ellen Guffey, Essentials of Business Communication, 8e

Chapter 1, Slide 8

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 9

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 10

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 11

Keys to Building
Powerful Listening Skills
Listen between the lines.
Judge ideas, not
appearances.
Hold your fire.
Take selective notes.
Provide feedback.

Mary Ellen Guffey, Essentials of Business Communication, 8e

Chapter 1, Slide 12

Nonverbal Communication
Eye contact, facial expression, and
posture and gestures send silent
messages.

Mary Ellen Guffey, Essentials of Business Communication, 8e

Chapter 1, Slide 13

Nonverbal Communication
Time, space, and territory send
silent messages.
Time (punctuality and structure)
Space (arrangement of objects)
Territory (privacy zones)

Mary Ellen Guffey, Essentials of Business Communication, 8e

Chapter 1, Slide 14

Keys to Building
Strong 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.

Mary Ellen Guffey, Essentials of Business Communication, 8e

Chapter 1, Slide 15

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.

Mary Ellen Guffey, Essentials of Business Communication, 8e

Chapter 1, Slide 16

Culture and Communication

Good communication
demands special
sensitivity and skills
when communicators
are from different
cultures.
2008 Image Source Black/Jupiter Images

Mary Ellen Guffey, Essentials of Business Communication, 8e

Chapter 1, Slide 17

w
e
n
or
f
r
de C 8e
l
o
h
B
e
E
c
,
Pla r art
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cov

Multimedia Instructor Version

2010 Thomson South-Western

END