 Introduction

 Course Outline

 Lecture 1

Lecture 1 2
Chapter 1: Communication
Skills as Career Filters

Lecture 1 3
 “Communication is the process of establishing commonness or
oneness of thought between a sender and a receiver.” [Wilbur
Schramm]

 “Communication is the sum of all activities that one person does

when he wants to create understanding in the mind of another. It is
a bridge of meaning. It involves systematic process of telling,
listening and understanding.” [Louis A. Allen]

 “Communication refers to the act by one or more persons, of

sending and receiving messages distorted by noise, within a
context, with some effect and with some opportunity for feedback.”
[Joseph A. Devito]

Lecture 1 4
 Good communication has taken place.

 Speaking talent is important for effective communication.

 The message sent is the message received.

 More communication is better.

What other myths, do you think, exist?

Lecture 1 5
 Crucial element of social interaction

 Platform for sharing of knowledge/ideas

 Critical in setting up expectations/shaping attitudes

 Important for goal/outcome achievement

Lecture 1 6
 Job placement

 Job performance

 Career advancement

 Success in the new world of work

Lecture 1 7
 Flattened
management
hierarchies
More Information as
participatory a corporate
management asset

Trends in
the new
Increased workplace New work
emphasis on
environments
teams

Heightened Innovative
global communication
competition technologies

Lecture 1 8
Lecture 1 9
 Encoding – Verbally or nonverbally (by speaking, writing, gesturing)

 Channels - Letters, e-mail, memos, TV, telephone, voice, body

(Others?)

 Decoding - Hearing, reading, observing

 Proof of successful communication - Message understood as the

sender intended it to be

 Feedback process - Asking questions, checking reactions, not

dominating the exchange

Lecture 1 10
 The ability to actively understand information provided by the
speaker and display interest in the discussed topic.

 Also includes providing feedback to the speaker so that the speaker

knows that the message is understood.

Lecture 1 11
Physical Barriers

• Hearing disabilities, noisy surroundings

Psychological Barriers

• Tuning out ideas that counter our values

Language Barriers

• Unfamiliar or charged words

Non-verbal Distractions

• Clothing, mannerisms, appearance

Lecture 1 12
Thought Speed

• Our minds process thoughts faster than speakers say them

Faking attention

• Pretending to listen

Grandstanding

• Talking all the time or listening only for the next pause

Lecture 1 13
Listening is a matter of intelligence.

• FACT: Careful listening is a learned behavior.

Speaking is more important than listening in the communication

process.
• FACT: Speaking and listening are equally important.

Listening is easy and requires little energy.

• FACT: Active listeners undergo the same physiological changes as a

person jogging.

Lecture 1 14
Speakers are able to command listening.

• FACT: Speakers cannot make a person really listen.

Listening and hearing are the same process.

• FACT: Listening is a conscious, selective process. Hearing is an
involuntary act.

Hearing ability determines listening ability.

• FACT: Listening happens mentally—between the ears.

Lecture 1 15
Speakers are totally responsible for communication success.

• FACT: Communication is a two-way street.

Listening is only a matter of understanding a speaker’s words.

• FACT: Nonverbal signals also help listeners gain understanding.

Daily practice eliminates the need for listening training.

• FACT: Without effective listening training, most practice merely

reinforces negative behaviors.

Competence in listening develops naturally.

• FACT: Untrained people listen at only 25 percent efficiency.

Lecture 1 16
Stop talking! Engage.

Control your surroundings.

Establish a receptive mind-set.

Keep an open mind.

Listen for main points.

Capitalize on lag time.

Lecture 1 17
Listen between the lines.

Judge ideas, not appearances.

Hold your fire.

Take selective notes.

Provide feedback.

Lecture 1 18
Silent/implied communication through:
 Eye contact

 Facial expression

 Posture and gestures

Lecture 1 19
Silent/implied communication through:

 Time (punctuality and structure)

 Space (arrangement of objects)

 Territory (privacy zones)

Lecture 1 20
Appearance sends silent messages as well!

 Appearance of business documents

 Appearance of people

Lecture 1 21
Lecture 1 22
Lecture 1 23
 Establish and maintain eye contact.
 Use posture to show interest.
 Improve your decoding skills.
 Probe for more information.
 Avoid assigning non-verbal meanings out of context.
 Appreciate the power of appearance.
 Observe yourself on videotape.
 Enlist friends and family.
 Associate with people from diverse cultures.

Lecture 1 24
 Good communication demands special sensitivity and skills when
communicators are from different cultures.

Individualism

Time
Formality
Orientation

Dimensions
of Culture

Communication
Context
Style

Lecture 1 25
 High-context cultures (those in Japan, China, and Arab countries)
tend to be relational, collectivist, and contemplative.

 Low-context cultures (those in North America, Scandinavia, and

Germany) tend to be logical, linear, and action-oriented.

Lecture 1 26
 High-context cultures tend to prefer group values, duties, and
decisions.

 Low-context cultures tend to prefer individual initiative, self-

assertion, and personal achievement.

Lecture 1 27
 North Americans place less emphasis on tradition, ceremony, and
social rules.

 Other cultures prefer more formality.

Lecture 1 28
 High-context cultures rely on nonverbal cues and the total picture to
communicate. Meanings are embedded at many sociocultural levels.

 Low-context cultures emphasize words, straightforwardness, and

openness. People tend to be informal, impatient, and literal.

Lecture 1 29
 Time is precious to North Americans. It correlates with productivity,
efficiency, and money.

 In some cultures, time is unlimited and never-ending, promoting a

relaxed attitude.

Lecture 1 30
Lecture 1 31
Oral Messages
‣ Use simple English.
‣ Speak slowly and enunciate clearly.
‣ Encourage accurate feedback.
‣ Check frequently for comprehension.
‣ Observe eye messages.
‣ Accept blame.
‣ Listen without interrupting.
‣ Smile when appropriate.
‣ Follow up in writing.

Lecture 1 32
Written Messages
‣ Consider local styles.
‣ Consider hiring a translator.
‣ Use short sentences and short paragraphs.
‣ Avoid ambiguous wording.
‣ Follow up in writing.
‣ Cite numbers carefully.

Lecture 1 33
 Understand the value of differences.
 Seek training.
 Learn about your own cultural self.
 Make fewer workplace assumptions.
 Build on similarities.

Lecture 1 34