Today Copyright 2013 Nelson Education Ltd 1 Business Trends Innovative communication technologies Flattened management hierarchies More participatory management Increased ID: 719448
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Chapter 1CommunicatingToday
Copyright © 2013, Nelson Education Ltd.
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Business TrendsInnovative communication technologies
Flattened management hierarchies
More participatory management
Increased
emphasis on self-directed work and project
teams Heightened global competition New work environments Move to a knowledge economy
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How Technology Improves Business WritingDesigning and producing professional-looking documents, presentations, and Web pages
Using templates Collecting
information electronically Adding
graphics for
emphasis
Improving correctness and precision Using software for team writingCopyright © 2013, Nelson Education Ltd.
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Examining the Communication ProcessCommunication is the transmission of information and meaning from one individual or group to another.The communication process has five steps: idea formation, message encoding, message transmission, message decoding, and feedback.
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The Communication ProcessCopyright © 2013, Nelson Education Ltd.
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Developing Better Listening SkillsMost individuals listen at only 25 percent efficiency.Most North Americans speak at about 125 words per minute. The human brain can process information at least three times as fast
.Barriers to listening may be physical, personal, verbal, or nonverbal.
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Barriers to Effective ListeningPhysical barriers Personal barriers Language problems
Nonverbal distractions Thought speed Faking attention Grandstanding
Technological barriers
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Tips for Becoming an Active ListenerStop talking. Control your surroundings. Establish a receptive mindset.
Keep an open mind. Listen for main points. Capitalize on lag time.
Listen between the lines. Judge ideas, not appearances.Be
patient.
Take
selective notes.Copyright © 2013, Nelson Education Ltd.8Slide9
Improving Your Nonverbal Communication SkillsNonverbal clues affect how a message is interpreted, or decoded, by the receiver.Nonverbal communication includes all unwritten and unspoken messages, intended or not.
When verbal and nonverbal messages clash, listeners tend to believe the nonverbal message.Nonverbal messages often have different meanings in different cultures.
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How the Eyes, Face, and Body Send Silent MessagesEye contactFacial expressionPosture and gestures
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How Time, Space, and Territory Send Silent MessagesPeople convey meaning in how they structure and organize time and how they order the space around themselves.The distance required for comfortable social interaction is controlled by culture.Because nonverbal clues can mean more than spoken words, learn to use nonverbal communication positively.
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How Appearance Sends Silent MessagesAppearance of Business Documents. The way an e-mail, letter, memo, or report looks can have either a positive or a negative effect on the receiver.
Appearance of People. The way you look—your clothing, grooming, and posture—sends an instant nonverbal message about you.
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Tips for Improving Your Non-Verbal SkillsEstablish and maintain eye contact. Use posture to show interest. Improve
your decoding skills. Probe for more information. Avoid assigning nonverbal meanings out of context. Associate
with people from diverse cultures. Appreciate the power of appearance. Observe yourself. Enlist
friends and family.
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Controlling Ethnocentrism and Stereotyping A stereotype is an oversimplified behavioural pattern applied to entire groups.Ethnocentrism is the belief in the superiority of one’s own culture and group.
Developing intercultural tolerance means practising empathy, being nonjudgmental, and being patient.
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Improving Cross-Cultural Oral CommunicationYou can improve cross-cultural oral communication by using simple English,
speaking slowly, enunciating clearly, encouraging
feedback, observing eye messages, accepting
blame
, and
listening without interruption.Copyright © 2013, Nelson Education Ltd.15