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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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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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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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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.
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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What determined how listeners felt about a speaker in one specific study1
1Albert Mehrabian. Silent Messages. Second edition. Belmont, California: Wadsworth Publishing Company 1981.
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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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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Recap: Today’s Agenda
Why communication skills matter
Listening skills
Non-verbal communications
Culture and communications
Questions?
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