final self-reflection
coral3333
Chapter11350.pptxChapter 1
Communicating in the Digital-Age Workplace
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Today’s Agenda
Why communication skills matter
Listening skills
Non-verbal communications
Culture and communications
Today’s Agenda
Why communication skills matter
Listening skills
Non-verbal communications
Culture and communications
Communication Skills in a Complex, Networked World
Your pass to success
A hot commodity now more than ever
A learned ability, not inborn
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Communication Skills: Your Ticket to Work
Most desirable competencies in employers’ view
Critical to effective job placement, performance, and career advancement
“Career sifter,” leading to great job opportunities or out the door
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What Are Communication Skills?
Traditional abilities
New requirements
Reading
Listening
Nonverbal skills
Speaking
Writing
Media savvy
Good judgment online:
Maintaining positive image and presence
Protecting employer’s reputation
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Nonverbal is the only adjective here that cannot be a noun. It sticks out. If Reading, Listening, etc. are also meant to be adjectives, it works, but if they are nouns—and they should be to match the box on the right—then Nonverbal doesn’t fit.
The Digital Revolution
Writing matters more than ever; online media require more of it, not less.
Work teams collaborate even when physically apart.
Messages travel instantly to distant locations to potentially huge audiences.
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The Digital Revolution
Life-changing critical judgments about people are being made based solely on their writing ability.
Social media are playing an increasingly prominent role in business.
Digital Workplace Survival Skills
“To succeed in today’s workplace, young people need more than basic reading and math skills. They need substantial content knowledge and information technology skills; advanced thinking skills, flexibility to adapt to change; and interpersonal skills to succeed in multi-cultural, cross-functional teams.”
[Source: Casner-Lotto et al. (2006, September). Are they ready to work? Employers’ perspectives on the basic knowledge and applied skills of new entrants to the 21st century U.S. workforce]
— J. Willard Marriott, Jr., Executive Chairman, Marriott International, Inc.
The Digital Revolution and You
Even technical fields require communication skills
Businesses use a variety of media and messages
Professional, business-like writing is in your future
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Skills Employers Want
How many of your job postings mentioned communications skills?
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Skills Employers Want
Excellent oral and written communication skills
Ability to work in teams
Unblemished social media presence
Professionalism and work ethic
Critical thinking and analytical reasoning
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Your Education Drives Your Income
Access to highest-paying, fastest-growing careers
Advantages of a college degree
Higher lifetime earnings
Less unemployment
Wider variety of career options
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Your Education Drives Your Income
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Meeting the Challenges of the Information Age
Rapidly changing communication technologies
Significant
Trends
“Anytime, anywhere” and nonterritoral offices
Self-directed work groups and virtual teams
Flattened management hierarchies
Growing workforce diversity
Renewed emphasis on ethics
Heightened global competition
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study1
Today’s Agenda
Why communication skills matter
Listening skills
Non-verbal communications
Culture and communications
Listening: A Career-Critical Skill
Costly errors may result from poor listening habits.
Many of us are poor listeners.
We listen at only 25 to 50 percent efficiency.
Poor listening skills affect professional relationships.
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study1
Listening: A Career-Critical Skill
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Barriers to Effective Listening Please discuss with a neighbor:
What do you see as some of the barriers to effective listening?
What do you do to try to listen effectively?
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Barriers to Effective Listening
Grandstanding
Physical barriers
Psychological barriers
Language problems
Nonverbal distractions
Thought speed
Faking attention
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Ten Keys to Building Powerful Listening Skills
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Capitalize on lag time.
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Stop talking and let others speak.
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Control external and internal distractions.
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Be receptive and keep an open mind.
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Listen for main points.
Ten Keys to Building Powerful Listening Skills
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Provide feedback and confirmation.
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Listen between the lines.
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Judge ideas, not appearances.
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Avoid interrupting.
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Take selective notes to ensure retention.
Back to Goldilocks… True or False?
1. Goldilocks was a small girl.
2. Goldilocks knocked on the door before entering the house.
3. The bears had porridge for breakfast.
4. Papa Bear’s porridge was too hot.
5. There were three bears.
6. Goldilocks ate all of the porridge in one bowl.
7. There were three chairs in the lounge.
8. Goldilocks broke the baby bear’s chair.
9. Goldilocks went upstairs to the bedroom.
10. Mama Bear’s bed was too soft.
11. When Goldilocks saw the bears she was frightened.
12. Goldilocks ran off into the forest.
True or False?
Goldilocks was a small girl.
F (never mentioned)
2. Goldilocks knocked on the door before entering the house.
T
3. The bears had porridge for breakfast.
F (not specified that it was for breakfast, and the bears didn’t eat)
4. Papa Bear’s porridge was too hot.
F (not specified whose porridge was too hot)
5. There were three bears.
T
6. Goldilocks ate all of the porridge in one bowl.
F (she “continued eating until she was full”)
7. There were three chairs in the lounge.
F (three chairs were in “the next room”)
8. Goldilocks broke the baby bear’s chair.
F (she broke “the smallest chair”)
9. Goldilocks went upstairs to the bedroom.
F (maybe not. Just says “she went to the bedroom”)
10. Mama Bear’s bed was too soft.
F (the “second bed” was too soft. Whose was it?)
11. When Goldilocks saw the bears she was frightened.
F (doesn’t say she was frightened)
12. Goldilocks ran off into the forest.
T
True or False?
Today’s Agenda
Why communication skills matter
Listening skills
Non-verbal communications
Culture and communications
Non-Verbal Communications
We can define Verbal Communication as: Transmissions of messages using words, either written or spoken
Then, what would be included in Non-Verbal Communication?
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Nonverbal Cues Carry Powerful Meanings
Nonverbal communication includes all unwritten and unspoken messages, both intentional and unintentional.
Nonverbal cues can speak louder than words.
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Nonverbal Behaviors Sending Messages
Eye contact
Facial expression
Posture and gestures
Time, space, and territory
Eye appeal of business documents
Personal appearance
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study1
What determined how listeners felt about a speaker in one specific study1
1Albert Mehrabian. Silent Messages. Second edition. Belmont, California: Wadsworth Publishing Company 1981.
Building Strong Nonverbal Skills
Probe for more information.
Establish and maintain eye contact.
Use posture to show interest.
Reduce or eliminate physical barriers.
Improve your decoding skills.
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Building Strong Nonverbal Skills
Enlist friends and family.
Interpret nonverbal meanings in context.
Associate with people from diverse cultures.
Appreciate the power of appearance.
Observe yourself on video.
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Today’s Agenda
Why communication skills matter
Listening skills
Non-verbal communications
Culture and communications
Definition of Culture
The complex system of values, traits, morals, and customs shared by a society, region, or country
Culture molds the way we think, behave, and communicate
High and Low Context
High-context cultures
Low-context cultures
tend to be logical, linear, and action oriented.
favor explicit messages that they consider to be objective, professional, and efficient.
tend to be relational, collectivist, intuitive, and contemplative.
leave much unsaid and transmit communication cues by posture, voice inflection, gestures, and facial expression.
Individualism and Collectivism
High-context cultures
Low-context cultures
tend to prefer initiative, self-assertion, and personal achievement.
believe in individual action and personal responsibility.
desire a large degree of freedom in their personal lives.
tend to prefer group values, duties, and decisions.
emphasize membership in organizations, groups, and teams.
encourage acceptance of group values, duties, and decisions.
Time Orientation
High-context cultures
Low-context cultures
Time is precious.
Time correlates with productivity, efficiency, and money.
Keeping someone waiting is considered rude.
Time is seen as unlimited and never-ending.
Time is an opportunity to develop interpersonal relationships.
Power Distance
Hofstede’s Power Distance Index compares societies based on how far the less powerful members of organizations and institutions accept an unequal distribution of power.
High power distance countries
Subordinates expect formal hierarchies and embrace relatively authoritarian, paternalistic power relationships.
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Power Distance
Low power distance countries
Subordinates consider themselves as equals of their supervisors.
Relationships between individuals of varying power tend to be more democratic, egalitarian, and informal.
Communication Style
Low-context cultures
High-context cultures
Rely on nonverbal cues and the total picture to communicate
Meanings are embedded at many sociocultural levels.
Emphasize words, directness, and openness
People tend to be informal, impatient, and literal.
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Proverbs Reflect Culture
The squeaking wheel gets the grease.
Waste not, want not.
He who holds the gold makes the rules.
If at first you don’t succeed, try, try again.
The early bird gets the worm.
What do these U.S. proverbs tell us about this culture and its values?
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Proverbs Reflect Culture
What do these proverbs suggest about each culture and its values?
No one is either rich or poor who has not helped himself to be so. (German)
Words do not make flour. (Italian)
The nail that sticks up gets pounded down. (Japanese)
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How Technology and Social Media Affect Intercultural Communication
In real life as online, we gravitate toward people who seem like us.
Social media may potentially bridge cultural differences as well as reinforce them.
The online environment may deepen feelings of isolation.
Global businesses adopt technology to a varying degree, revealing each culture’s values and norms.
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Social Networking: Erasing or Deepening Cultural Differences?
However, aside from language, regional differences on Facebook and Twitter seem minor.
Media designers adapt to cultural preferences.
Regional and cultural differences persist.
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Improving Intercultural Effectiveness
Practicing empathy
Curbing ethnocentrism
Understanding generalizations and stereotyping
Remaining open-minded
Building cultural self-awareness
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How We Form Judgments
Stereotype
negative
An oversimplified behavioral pattern applied uncritically to groups
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Globalization and Workplace Diversity
The domestic workforce is becoming more diverse.
North-American corporations operate globally.
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Defining Diversity
Dimensions of diversity:
Race
Ethnicity
Age
Religion
Gender
National origin
Physical ability
Sexual orientation
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Growing Population Diversity
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65%
16%
13%
5%
White Non-Hispanics Hispanics African Americans Asians and Pacific Islanders 65 16 13 5 2020
60%
19%
13%
6%
White Non-Hispanics Hispanics African Americans Asians and Pacific Islanders 60 19 13 6 2050
46%
30%
13%
8%
White Non-Hispanics Hispanics African Americans Asians and Pacific Islanders 46 30 13 8
Percent
Enhancing Intercultural Oral Communication
Speak slowly and enunciate clearly.
Check for comprehension.
Use simple English.
Listen without interrupting.
Follow up in writing.
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Improving Intercultural Written Communication
Consider local styles and conventions.
Use short sentences and short paragraphs.
Avoid ambiguous wording.
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Growing Workforce Diversity
A diverse staff is better able to respond to increasingly diverse customer base locally and globally.
Team members with various experiences are more likely to create products that consumers demand.
Consumers want to deal with companies respecting their values.
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Tips for Communicating With Diverse Audiences on the Job
Seek training.
Understand the value of differences.
Learn about your cultural self.
Make fewer assumptions.
Build on similarities.
Recap: Today’s Agenda
Why communication skills matter
Listening skills
Non-verbal communications
Culture and communications
Questions?
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