PowerPoints

to accompany

Essentials of
Business
Communication
for English Language Learners
1st Canadian Edition

Mary Ellen Guffey,

Richard Almonte, Ausra Karka
Copyright © 2008 by Nelson Education Ltd. 1
 Chapter 1

Today’s
Communication
Challenges

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

 The 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

Copyright © 2008 by Nelson Education Ltd. Ch. 1-3

The Changing World of Work

Communication Skills:
Essential for succeeding in the new
world of work.

Copyright © 2008 by Nelson Education Ltd. Ch. 1-4

The Process of Communication

Feedback travels to
sender

Sender
Sender Receiver decodes
encodes Channel carries message
forms idea message
message

Possible additional
feedback travels to
receiver

Copyright © 2008 by Nelson Education Ltd. Ch. 1-5

The Process of Communication
How may the sender encode a
message?
What kinds of channels carry
messages?
How does a receiver decode a
message?
When is communication successful?
How can a communicator encourage
feedback?
Copyright © 2008 by Nelson Education Ltd.
Words or gestures.
Computer, telephone, fax, Blackberry,
traditional mail, blog.
Hearing, reading, observing.
When a receiver understands the
meaning intended by the sender.
Ask for feedback. Time of delivery.
Amount of information.
Ch. 1-6
 Barriers 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

Copyright © 2008 by Nelson Education Ltd. Ch. 1-7

 Barriers 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

Copyright © 2008 by Nelson Education Ltd. Ch. 1-8

 Tips for Becoming an
Active 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.

Copyright © 2008 by Nelson Education Ltd. Ch. 1-9

 Tips for Becoming an
Active Listener
 Be patient.
 Take selective notes.
 Provide feedback.

Copyright © 2008 by Nelson Education Ltd. Ch. 1-10

 Nonverbal 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
Copyright © 2008 by Nelson Education Ltd. Ch. 1-11
 Nonverbal Communication

 Time, space, and territory send silent

messages.
• Time (structure and use of)
• Space (arrangement of furniture in)
• Territory (privacy zones)

Copyright © 2008 by Nelson Education Ltd. Ch. 1-12

 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.

Copyright © 2008 by Nelson Education Ltd. Ch. 1-13

 Tips for Improving Your
Nonverbal Skills

 Appreciate the power of appearance.

 Observe yourself on videotape.
 Enlist friends and family.

Copyright © 2008 by Nelson Education Ltd. Ch. 1-14

Culture and Communication

Good communication demands special

sensitivity and skills when
communicators are from different
cultures.

Copyright © 2008 by Nelson Education Ltd. Ch. 1-15

 Culture and Communication

Key North American Beliefs:

• Informality
Less emphasis on rituals, ceremonies, rank; preference for
casual dress, direct business dealings
• Communication style
Straightforward, literal, uncomfortable with silence
• Time orientation
Precious, equates with productivity and money

Copyright © 2008 by Nelson Education Ltd. Ch. 1-16

 Culture 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

Copyright © 2008 by Nelson Education Ltd. Ch. 1-17

 Culture and Communication

 Overcome misunderstanding by developing

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

Copyright © 2008 by Nelson Education Ltd. Ch. 1-18

 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.

Copyright © 2008 by Nelson Education Ltd. Ch. 1-19

 Improving Communication
With Cross-Cultural Audiences

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

Copyright © 2008 by Nelson Education Ltd. Ch. 1-20

 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.

Copyright © 2008 by Nelson Education Ltd. Ch. 1-21

 Effective 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.

Copyright © 2008 by Nelson Education Ltd. Ch. 1-22

 Effective Communication With
Diverse Workplace Audiences

 Make fewer assumptions.

 Learn about your cultural self.
 Seek common ground.

Copyright © 2008 by Nelson Education Ltd. Ch. 1-23

 End

Copyright © 2008 by Nelson Education Ltd. Ch. 1-24