BC Ch 1

empathy

trying to see the world through another's eyes

Eye appeal of business documents

Sloppy emails send the message that you are in a hurry or that you do not care about the receiver The physical appearance of a business document transmits immediate and important nonverbal messages

Nonverbal distractions

Unusual hairstyle or clothing or body twitches

Successful Oral Communication includes

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

Territory

We all maintain zones of privacy in which we feel comfortable

Grandstanding

We may fail to listen carefully when we are waiting for the next pause so that we can have our turn to speak

Time

When someone arrives late to a meeting, it sends the message that the meeting has low priority or that the person is self-centered with little self-discipline

Ethnocentrism

is the belief in the superiority of one's own cultural

Culture

may be defined as the complex system of values, traits, morals and customs shared by a society

Tolerance

means learning about beliefs and practices different from our own and appreciating them

Power distance index

measure how people in different societies cope with inequality How they relate to more or less powerful people

Context

refers to the stimuli, environment, or ambience surrounding an event

high-power distance cultures

subordinates expect formal hierarchies and embrace relatively authoritarian, paternalistic power relationships

In low-power distance cultures

subordinates may consider themselves as equals of supervisors

body language is helpful

in understanding the feelings and attitudes of the sender

stereotype

is an oversimplified perception of a behavioral pattern or characteristic applied uncritically to groups

Personal appearance

Based on what they see, viewers make quick judgements about your status, credibility, personality, and potential As a business person, you want to think about what your appearance says about you

Thought Speed

Because we can process thoughts at least three times faster than we can say them, we can become bored and allow our minds to wander

Successful Written Communication includes

Consider local styles and conventions Observe titles and rank Hire a translator Use short sentences and short paragraphs Avoid ambiguous writing Cite numbers carefully

Five dimensions of culture:

Context Individualism Time orientation Power distance Communication style

Language problems

Emotion laden, or charged, words can adversely affect listening

collectivism

Emphasize memberships in organizations, groups and teams; encourage acceptance of group values, duties and decisions

soft skills

Essential career attributes that include the ability to communicate clearly, get along with coworkers, solve problems, and take initiative

Facial Expression

Experts estimate that the human face can display over 250,000 expressions Raising or lowering the eyebrows, squinting the eyes, swallowing nervously are some of the voluntary or involuntary facial expressions that can add or replace verbal messages

non-verbal messages

Eye contact Facial Expression Posture and Gestures Time Space Territory Eye appeal of business documents Personal appearance

Psychological barriers

If ideas run counter to our preconceived thoughts, we tend to tune out speakers and fail to receive their messages

Posture and Gestures

Leaning towards a speaker suggests attentiveness and interest; pulling away denotes fear, distrust, anxiety or disgust Gestures can communicate entire thoughts but the meanings of some movements differ in other cultures Erect posture sends a message of confidence, competence, diligence and strength

Ways to build listening skills

Stop talking Control your surroundings Establish a receptive mind set Keep an open mind Listen for main points Capitalize on lag time Listen between the lines Judge ideas, not appearances Hold your fire Take selective notes Provide feedback

Eye contact

The best predictor of a speaker's true feelings Sustained eye contact suggests trust and admiration; brief eye contact signals fear or stress Good eye contact enables the sender to see if the receiver is paying attention, showing respect, responding favorably or feeling distress For the receiver, good eye contact reveals the speaker's sincerity, confidence and truthfulness

Space

The more formal the arrangement, the more closed the communication style Chairs arranged in a circle conveys a desire for an open exchange of ideas

majority-minority crossover

The point at which the minority will represent the majority of the US population

Physical barriers

You cannot listen if you cannot hear what is being said

high context cultures

assume the listener does not need much background information Communication cues are primarily transmitted by posture, voice inflection, gestures and facial expressions

individualism

attitude of independence and freedom Believe in individual action and personal responsibility, and desire much freedom in their personal lives

Social media sites help

business people collect information, serve customers, and sell products and services

What is considered the #1 skill for a successful life?

communication

low context cultures

depend little on the context of a situation and shared experience to convey their meaning tend to be logical, analytical, and action oriented