Essentials of Business Communication, Chapter 1 PDF

Business unit 1 Communication...

Business unit 1 Communication C hapter 1 Communicating in the Digital Age in the Digital-Age Workplace John Lund/Sam Diephuis/Blend Images/Getty Images 1 Copyright 2016 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s). Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it. 1 Chapter Communicating in the Digital-Age Workplace © Sergey Nivens/Shutterstock.com Objectives After studying this chapter, you should be able to 1-1 Describe how solid communication skills will Mastering the Tools for Success in improve your career prospects and help you succeed in 1-1 today’s challenging digital- age workplace. the Twenty-First-Century Workplace 1-2 Confront barriers to You may wonder what kind of workplace you will enter when you graduate and effective listening, and start which skills you will need to be successful in it. Expect a fast-moving, competitive, building your listening skills. and information-driven digital environment. Communication technology provides 1-3 unmatched mobility and connects individuals anytime and anywhere in the world. Explain the importance of Today’s communicators interact using mobile electronic devices and access infor- nonverbal communication and mation stored on remote servers, “in the cloud.” This mobility and instant access of improving your nonverbal explain why increasing numbers of workers must be available practically around communication skills. the clock and must respond quickly. 1-4 This first chapter presents an overview of communication in business today. Explain five common dimensions of culture, and It addresses the contemporary workplace, listening skills, nonverbal communica- understand how culture tion, the cultural dimensions of communication, and intercultural job skills. The affects communication and remainder of the book is devoted to developing specific writing and speaking skills. the use of social media and communication technology. 1-1a Solid Communication Skills: Your Pass to Success 1-5 Discuss strategies that Your ability to communicate is a powerful career sifter.1 Strong communication help communicators skills will make you marketable even in a tough economic climate. When jobs are overcome negative cultural few and competition is fierce, superior communication skills will give you an edge attitudes and prevent over other job applicants. Recruiters rank communication high on their wish lists.2 miscommunication in today’s diverse networked workplace. Chapter 1: Communicating in the Digital-Age Workplace 2 Copyright 2016 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s). Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it. In a Fortune poll, 1,000 executives cited writing, critical-thinking, and problem- Office solving skills along with self-motivation and team skills as their top choices in new- Insider hires. Effective writing skills can be a stepping-stone to great job opportunities; poorly developed writing skills, on the other hand, will derail a career. “Communicating Perhaps you are already working or will soon apply for your first job. How do clearly and effectively your skills measure up? The good news is that you can learn effective communica- has NEVER been more tion. This textbook and this course can immediately improve your communication important than it is skills. Because the skills you are learning will make a huge difference in your ability today. Whether it’s fair or to find a job and to be promoted, this will be one of the most important courses not, life-changing critical you will ever take. judgments about you are being made based solely on your writing ability.” 1-1b T he Digital Revolution: Why Writing Skills Matter —Victor Urbach, management More Than Ever consultant People in today’s workforce communicate more, not less, since information tech- © sjenner13/iStock/Thinkstock nology and the Internet have transformed the world of work. Thanks to technology, messages travel instantly to distant locations, reaching potentially huge audiences with a minimum of expense and effort. Work team members collaborate even when they are physically apart. Moreover, social media are playing an increasingly prom- inent role in business. In such a hyperconnected world, writing matters more than ever. Digital media require more written communication, and workers’ skills are always on display.3 As a result, employers seek employees with a broader range of skills and higher levels of knowledge in their field than in the past.4 Unfortunately, a great number of workers can’t deliver.5 A survey of American corporations revealed that two thirds of salaried employees have some writing responsibility. About one third of them, however, do not meet the writing requirements for their positions.6 “Businesses are Learning Objective 1 Describe how solid crying out—they need to have people who write better,” said Gaston Caperton, communication skills will business executive and former College Board president.7 improve your career prospects Not surprisingly, many job listings mention the need for excellent oral and and help you succeed written communication skills. In a poll of recruiters, oral and written communica- in today’s challenging tion skills were by a large margin the top skill set sought.8 Among the top choices digital-age workplace. in two other surveys were teamwork, critical-thinking, analytical-reasoning, and oral and written communication skills.9 In addition, as you will learn in later chap- Note: Small superscript numbers in the text ters, recruiters will closely examine your social media presence to learn about your announce information communication skills and professionalism. Naturally, they will not hire candidates sources. Full citations begin who write poorly or post inappropriate content online.10 on page N-1 near the end Techies Write Too. Even in technical fields such as accounting and information of the book. This edition uses a modified American technology, you will need strong communication skills. A poll of 1,400 chief finan- Psychological Association cial officers sponsored by Accountemps revealed that 75 percent said that verbal, (APA) reference format. written, and interpersonal skills are more important today than they were in the past.11 Technical experts must be able to communicate with others and explain their work clearly, says an IBM systems specialist.12 A survey of Web professionals showed that those with writing and copyediting skills were far less likely to have their jobs sent offshore.13 Another survey conducted by the Society for Information Management revealed that network professionals ranked written and oral commu- nication skills among the top five most desired skills for new-hires.14 Businesses Generate a Wide Range of Messages. Be prepared to use a variety of media. In addition to occasional traditional letters and memos, expect to commu- nicate with the public and within the company by e-mail,* instant messaging and *The usage standard in this book is Merriam-Webster’s Collegiate Dictionary, Eleventh Edition. Words such as e-mail and Web are in a state of flux, and a single standard has yet to establish itself. Merriam-Webster’s continues to show conventional usage patterns. Chapter 1: Communicating in the Digital-Age Workplace 3 Copyright 2016 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s). Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.  texting, company blogs, collaboration software such as wikis, and social media sites such as Facebook, Twitter, Pinterest, Instagram, and YouTube. You will learn more about workplace communication technology in Chapter 5. Writing Is in Your Future. Regardless of career choice, you will probably be sending many digital messages, such as the e-mail shown in Figure 1.1. In fact, e-mail is “today’s version of the business letter or interoffice memo.”15 Because elec- tronic mail and other digital media have become important channels of commu- nication in today’s workplace, all digital business messages must be clear, concise, and professional. Notice that the message in Figure 1.1 is more businesslike and more professional than the quick e-mail or text you might send socially. Learning to write professional digital messages will be an important part of this course. Figure 1.1 Businesslike, Professional E-Mail Message Because e-mails have all but replaced business letters and interoffice memos in most workplaces, they must be written carefully, provide complete information, and sound businesslike and professional. Notice that this message is more formal in tone than e-mail messages you might send to friends. To: Customer Service Improvement Team From: Ron P. Hernandez Subject: Social Media Strategy Meeting: Wednesday, February 11 Uses precise subject Cc: line to convey key Bcc: information quickly Starts with casual greeting to express friendliness Hi, Team, As recommended at our last meeting, I have scheduled an e-marketing and social media Announces most specialist to speak to us about improving our social media responses. Social media important idea first consultant Patricia Adams, founder of Optima Marketing Solutions, has agreed to discuss with minimal back- ways to turn our social media presence into a competitive advantage. Mark your calendars ground information for the following: Sets off meeting Social Media Strategy Meeting information for easy Wednesday, February 11, 11 a.m. to 3 p.m. recognition and Conference Room retrieval In previous meetings our team acknowledged that customers are increasingly turning to our website, blogs, and Facebook pages to locate information, seek support, and connect with us. However, we are experiencing problems in responding quickly and effectively. Ms. Adams promises to address these concerns. She will also tell us whether we need to establish a presence in additional social media networks. Ms. Adams will help us decide whether we should hire an in-house social media manager or pay for an external service. To make this meeting most productive, she asks that each team member submit at least Provides details about three questions or problem areas for discussion. meeting with transition to action requests Action Requests: Bullets action requests and places Please send three discussion questions to Jeff ([email protected]) by them near message February 9 at 5 p.m. so that he can relay them to Ms. Adams. end where readers Because we will be ordering box lunches for this meeting, please make your selection expect to find them on the intranet before February 9. If you have any questions, drop by my office or send a note. Thanks for your continued Closes by telling where efforts to improve our customer service! to find additional infor- mation; also expresses Ron appreciation Provides contact © 2013 Cengage Learning® information similar Ron P. Hernandez to that in business Director, Customer Service, Lumitech Resources, Inc. letterheads E-mail: [email protected] Phone: (213) 468-3290 Cell: (420) 329-5581 4 Chapter 1: Communicating in the Digital-Age Workplace Copyright 2016 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s). Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it. 1-1c What Employers Want: Professionalism Office Your future employer will expect you to show professionalism and possess what Insider are often referred to as “soft skills” in addition to your technical knowledge. Soft “The ability to write skills are essential career attributes that include the ability to communicate, work well is unquestionably well with others, solve problems, make ethical decisions, and appreciate diversity.16 a skill necessary for Sometimes called employability skills or key competencies, these soft skills are 21st-century success desirable in all business sectors and job positions.17 in college and the Not every job seeker is aware of the employer’s expectations. Some new-hires workplace.... Strong have no idea that excessive absenteeism or tardiness is grounds for termination. writing skills are Others are surprised to learn that they are expected to devote their full attention to essential.” their duties when on the job. One young man wanted to read novels when things —Gaston Caperton, former president, College Board got slow.18 Some recent graduates had unrealistic expectations about their sala- ries and working hours.19 Moreover, despite well-publicized warnings, some people continue to post racy photos and otherwise questionable content online, thus sabo- © sjenner13/iStock/Thinkstock taging their careers.20 Projecting and maintaining a professional image can make a real difference in helping you obtain the job of your dreams. Once you get that job, you are more likely to be taken seriously and promoted if you look and sound professional. Don’t send the wrong message with unwitting and unprofessional behavior. Figure 1.2 reviews areas you will want to check to be sure you are projecting professionalism. You will learn more about soft skills and professionalism in Chapter 11. 1-1d How Your Education Drives Your Income As college tuition rises steeply and student debt mounts, you may wonder whether going to college is worthwhile. Yet the effort and money you invest in earning your college degree will most likely pay off. College graduates earn more, suffer less unemployment, and can choose from a wider variety of career options than workers without a college education. Moreover, college graduates have access to the highest-paying and fastest-growing careers, many of which require a degree.21 As Figure 1.3 on page 7 shows, graduates with bachelor’s degrees earn nearly three times as much as high school dropouts and are almost three times less likely to be unemployed.22 Writing is one aspect of education that is particularly well rewarded. One corporate president explained that many people climbing the corporate ladder are good. When he faced a hard choice between candidates, he used writing ability as the deciding factor. He said that sometimes writing is the only skill that separates a candidate from the competition. A survey of employers confirms that soft skills such as communication ability can tip the scales in favor of one job applicant over another.23 Your ticket to winning in a tight job market and launching a successful career is good communication skills. 1-1e Meeting the Challenges of the Information Age Workplace Today’s digital workplace is changing profoundly and rapidly. As a businessperson and as a business communicator, you will be affected by many trends, including new communication tools such as social media, the “anytime, anywhere” office, and team-based projects. Other trends are flattened management hierarchies, global competition, and a renewed emphasis on ethics. The following overview reveals how communication skills are closely tied to your success in a constantly evolving networked workplace. ▪▪ Rapidly changing communication technologies. New communication technology is dramatically affecting the way workers interact. In our always-connected world, businesses exchange information by e-mail, instant Chapter 1: Communicating in the Digital-Age Workplace 5 Copyright 2016 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s). Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it. Figure 1.2 Projecting Professionalism When You Communicate Unprofessional Professional Uptalk, a singsong speech pattern, making sentences sound like questions; like used as Speech Recognizing that your credibility can be seriously damaged by sounding uneducated, habits a filler; go for said; slang; poor grammar and crude, or adolescent. profanity. E-mail Messages with incomplete sentences, misspelled Messages with subjects, verbs, and punctua- words, exclamation points, IM slang, and mindless tion marks. Employers dislike IM abbreviations. chatter; sloppy messages signal that you don’t They value conciseness and correct spelling, care, don’t know, or aren’t smart enough to know even in brief e-mail messages and texts. what is correct. E-mail addresses such as [email protected], [email protected], or [email protected]. Internet E-mail addresses should include a name or a positive, businesslike expression; they should not sound cute or like a chat room nickname. An outgoing message with strident background music, weird sounds, or a joke message. Voice mail An outgoing message that states your name or phone number and provides instructions for leaving a message. Soap operas, thunderous music, or a TV football game playing noisily in the background when you Telephone A quiet background when you answer the telephone, especially if you are expecting a answer the phone. presence prospective employer’s call. Using electronics during business meetings for unrelated purposes or during conversations with Cell phones, Turning off phone and message notification, both audible and vibrate, during meetings; fellow employees; raising your voice (cell yell); forcing others to overhear your calls. tablets using your smart devices only for meeting- related purposes. Texting Sending and receiving text messages during Sending appropriate business text messages meetings, allowing texting to interrupt face-to- only when necessary (perhaps when a face conversations, or texting when driving. cell phone call would disturb others). messaging, text messaging, smartphones, fax, voice mail, powerful laptop computers, and tablets. Satellite communications, wireless networking, tele- conferencing, and videoconferencing help workers conduct meetings with associates around the world. Social media sites such as Facebook, Twitter, Pinterest, and YouTube as well as blogs, wikis, forums, and peer-to-peer tools help businesspeople collect information, serve customers, and sell products and services. Figure 1.4 on pages 8 and 9 illustrates many new technologies you will encounter in today’s workplace. ▪▪ “Anytime, anywhere” and nonterritorial offices. High-speed and wireless Internet access has freed millions of workers from nine-to-five jobs in brick- and-mortar offices. Flexible working arrangements allow them to work at home or on the road. Meet the “work shifter,” a telecommuter or teleworker who largely remains outside the territorial office. The “anytime, anywhere” office requires only a mobile electronic device and a wireless connection. 24 6 Chapter 1: Communicating in the Digital-Age Workplace Copyright 2016 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s). Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.  Office Figure 1.3 The Education Bonus: Higher Income, Lower Unemployment Insider “Rare is the new college Education Median Weekly Earnings Unemployment Rate hire who lacks skills High school dropout $ 471 12.4% involving Facebook, texting or any other form 652 8.3% of electronic communica- High school diploma tion. But face to face, many of these same Some college, no degree 727 7.7% people have difficulty Associate’s degree 785 6.2% reading interpersonal signals and communi- Bachelor’s degree or higher 1,367 4.5% cating, especially in the increasingly multigenera- Source: U.S. Bureau of Labor Statistics. (2013, February 5). Labor force statistics from the current population survey; and U.S. tional workplace. Most of Bureau of Labor Statistics (2013, May 22). Employment Projections: Earnings and unemployment rates by educational attainment. the gaps I see are on the Teleworkers now represent almost 20 percent of the U.S. working adult social, soft skills side.” —Cindy Warkentin, CIO, Maryland population.25 To save on office real estate, some industries provide “nonter- Automobile Insurance Fund ritorial” workspaces, or “hot desks.” The first to arrive gets the best desk and the corner window.26 At the same time, 24/7 availability has blurred the line © sjenner13/iStock/Thinkstock between work and leisure, so that some workers are always “on duty.” ▪▪ Self-directed work groups and virtual teams. Teamwork has become a reality in business. Many companies have created cross-functional teams to empower employees and boost their involvement in decision making. You can expect to collaborate with a team in gathering information, finding and sharing solu- tions, implementing decisions, and managing conflict. You may even become part of a virtual team whose members are in remote locations. Increasingly, organizations are also forming ad hoc teams to solve particular problems. Such project-based teams disband once they have accomplished their objec- tives.27 Moreover, parts of our future economy may rely on “free agents” who will be hired on a project basis, a far cry from today’s full-time and relatively steady jobs. ▪▪ Flattened management hierarchies. To better compete and to reduce expenses, businesses have for years been trimming layers of management. This means that as a frontline employee, you will have fewer managers. You will be making decisions and communicating them to customers, to fellow employees, and to executives. ▪▪ Heightened global competition. Because many American companies continue to move beyond domestic markets, you may be interacting with people from many cultures. To be a successful business communicator, you will need to learn about other cultures. You will also need to develop intercultural skills including sensitivity, flexibility, patience, and tolerance. ▪▪ Renewed emphasis on ethics. Ethics is once again a hot topic in business. On the heels of the banking crisis and the collapse of the real estate market, a calamitous recession followed, caused largely, some say, by greed and ethical lapses. With the passage of the Sarbanes-Oxley Act, the U.S. government now requires greater accountability. As a result, businesses are eager to regain public trust by building ethical environments. Many have written ethical mission statements, installed hotlines, and appointed compliance officers to ensure strict adherence to their high standards and the law. These trends mean that your communication skills will constantly be on display. Those who can write clear and concise messages contribute to efficient operations and can expect to be rewarded. Chapter 1: Communicating in the Digital-Age Workplace 7 Copyright 2016 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s). Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it. Figure 1.4 Communication and Collaborative Technologies Communication Technologies Reshaping the World of Work Cloud Computing: © vinzstudio/Shutterstock.com; Telephony: VoIP: © Magics/ZUMA Press/Newscom; Voice Recognition: © iStockphoto.com/ichaka Voice Conferencing: © Aspireimages Royalty-Free/Inmagine; Open Cloud Computing Becoming familiar with modern communication and Web 2.0 technology can help you be successful on the job. Increasingly, applications and data are stored in remote Today’s digital workplace is changing dramatically locations online, “in the cloud.” as a result of innovative software; social media Cloud computing means that businesses and individuals networks; superfast broadband and wireless access; no longer need to maintain and numerous technologies that allow workers to share costly hardware and software in-house; instead, they can information, work from remote locations, and be more pay for digital storage space productive in or away from the office. With today’s and software applications offered by providers online. tools you can exchange Photo- and video-sharing sites Telephony: VoIP ideas, solve problems, such as Picasa and Flickr keep Savvy businesses are switching your photos “in the cloud.” from traditional phone service develop products, forecast Similarly, Dropbox, a popular to voice over Internet protocol performance, and file-synchronization service, (VoIP). This technology allows and online backup provider callers to communicate using a complete team projects Carbonite allow users to edit broadband Internet connec- any time of the day or and sync files online inde- tion, thus eliminating long- pendent of the device used distance and local telephone night anywhere in the to access them. Websites and charges. Higher-end VoIP world. Web applications have moved systems now support unified from “read only” to “read– voice mail, e-mail, click-to-call write,” thus enabling users to capabilities, and softphones Voice Recognition participate, collaborate, and (phones using computer Computers equipped with voice network in unprecedented networking). Free or low-cost recognition software enable users ways. Internet telephony sites, such to dictate up to 160 words a minute as the popular Skype, are also with accurate transcription. Voice increasingly used by busi- recognition is particularly helpful nesses, although their sound to disabled workers and to profes- and image quality is often sionals with heavy dictation loads, uneven. such as physicians and attorneys. Users can create documents, enter data, compose and send e-mails, browse the Web, and control their desktops—all by voice. Smart devices can also execute tasks as directed Voice Conferencing Open Offices through voice command apps. Telephone “bridges” join two or more callers from any location The widespread use of laptop computers, tablets, and other smart to share the same call. Voice devices; wireless technology; and VoIP have led to more fluid, conferencing (also called audio- flexible, and open workspaces. Smaller computers and flat-screen conferencing, teleconferencing, monitors enable designers to save space with boomerang-shaped or just plain conference calling) workstations and cockpit-style work surfaces rather than space- Offices: © Inmagine enables people to collaborate hogging corner work areas. Smaller breakout areas for impromptu by telephone. Communicators meetings are taking over some cubicle space, and digital databases at both ends use enhanced are replacing file cabinets. Mobile technology allows workers to be speakerphones to talk and be fully connected and productive on the go. heard simultaneously. 8 Chapter 1: Communicating in the Digital-Age Workplace Copyright 2016 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s). Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.  Smart Mobile Presence Technology Devices and Digital Presence technology makes it possible to locate and identify Convergence a computing device as soon as A new generation of light- users connect to the network. This weight, handheld devices technology is an integral part of provide phone, e-mail, Web communication devices including browsing, and calendar options smartphones, laptop computers, anywhere there is a cellular tablets, and GPS devices. Smart Mobile: © iStockphoto.com/hocus-focus; Presence Technology: © Javier Larrea/age fotostock/Getty Images; Web Conferencing: © Andreas Pollok/The Image Bank/Getty Images; Videoconferencing: ©iStockphoto or Wi-Fi network. Tablets and Collaboration is possible wherever smartphones such as Android and whenever users are online. devices, iPhones, and iPads now allow workers to tap into corporate databases and intranets from remote locations. They can check Web Conferencing customers’ files, complete orders, and send out receipts without With services such as returning to the office. Increasingly, businesses are issuing smart- GoToMeeting, WebEx, and phones to their workforces, abandoning landlines completely. At Microsoft LiveMeeting, all the same time, the need for separate electronic gadgets is waning you need is a computer or a as digital smart devices are becoming multifunctional and highly smart device and an Internet.com/Blend_Images; Electronic Presentations: © Echo/Cultura/Getty Images; Social Media: iStockphoto.com/temizyurek; Collaboration with Blogs: © Stigur Karlsson/E+/Getty Images capable. With streaming video on the Web, connectivity between connection to hold a meeting TVs and computers, and networked mobile devices, technology is (webinar) with customers converging, consolidating into increasingly powerful devices. Many or colleagues in real time. smart devices today are fully capable of replacing digital point-and- Although the functions are shoot still photography and video cameras. Mobile smart devices constantly evolving, Web are also competing with TVs and computers for primacy. conferencing currently incorporates screen sharing, Videoconferencing chats, slide presentations, text messaging, and application Videoconferencing allows sharing. participants to meet in special conference rooms equipped with cameras and television Social Media screens. Individuals or groups Never before in history have so many people been connected in see each other and interact in online communities called social networks. Broadly speaking, the real time, although they may be term social media describes technology far apart. Faster computers, rapid that enables participants to connect and Internet connections, and better participate in social networks online. cameras now enable 2 to 200 For example, tech-savvy companies and participants to sit at their own individuals send tweets, short messages computers or mobile devices and Electronic of up to 140 characters, to other users share applications, spreadsheets, Presentations to issue up-to-date news about their presentations, and photos. Business presentations in products, to link to their blogs and The technology extends from PowerPoint, Keynote, SlideRocket, websites, or to announce events and the popular Internet applica- or Prezi can be projected from a promotions. The microblogging service tions Skype and FaceTime to laptop or tablet or posted online. Twitter also allows businesses to track sophisticated videoconferencing Sophisticated presentations may what is being said about them and software that delivers HD-quality include animation, sound effects, their products. Similarly, businesses audio, video, and content sharing. digital photos, video clips, or use social networks such as Facebook, hyperlinks to Internet sites. In some YouTube, and Instagram to interact with customers and to build industries, electronic slides (“decks”) their brands. Companies may also prospect for talent using social are replacing or supplementing media networks. traditional hard-copy reports. Collaboration With Blogs, Podcasts, and Wikis Businesses use blogs to keep customers and employees informed and to receive feedback. Company news can be posted, updated, and categorized for easy cross-referencing. An audio or video file streamed online or downloaded to a digital music player is called a podcast. A wiki is a website that allows multiple users to collaboratively create and edit pages. Information can get lost in e-mails, but wikis provide an easy way to communicate and keep track of what has been said. Chapter 1: Communicating in the Digital-Age Workplace 9 Copyright 2016 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s). Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.  Office Insider Did you know? 1-2 Developing Listening Skills In an age that thrives on information and communication technology, listening is ▪▪ It is estimated that an important skill. However, by all accounts most of us are not very good listeners. more than 50 percent Do you ever pretend to be listening when you are not? Do you know how to look of our work time is attentive in class when your mind wanders far away? How about “tuning out” spent listening. people when their ideas are boring or complex? Do you find it hard to focus on ▪▪ Immediately following ideas when a speaker’s clothing or mannerisms are unusual? a 10-minute presenta- You probably answered yes to one or more of these questions because many of tion, average people us have poor listening habits. In fact, some researchers suggest that we listen at only retain about half of 25 to 50 percent efficiency. Such poor listening habits are costly in business and what they hear and only one quarter after affect professional relationships. Messages must be rewritten, shipments reshipped, 48 hours. appointments rescheduled, contracts renegotiated, and directions restated. ▪▪ Sixty percent of all To develop better listening skills, we must first recognize barriers that prevent management problems effective listening. Then we need to focus on specific techniques for improving are related to listening. listening skills. ▪▪ We misinterpret, misun- derstand, or change 70 1-2a Overcoming Barriers to Effective Listening to 90 percent of what As you have seen, bad habits and distractions can interfere with effective listening. we hear. Have any of the following barriers and distractions prevented you from hearing —Valarie Washington, CEO, Think 6 Results what has been said? ▪▪ Physical barriers. You cannot listen if you cannot hear what is being said. Physical impediments include hearing disabilities, poor acoustics, and noisy © sjenner13/iStock/Thinkstock surroundings. It is also difficult to listen if you are ill, tired, or uncomfortable. ▪▪ Psychological barriers. Everyone brings to the communication process a unique set of cultural, ethical, and personal values. Each of us has an idea of what is right and what is important. If other ideas run counter to our precon- ceived thoughts, we tend to “tune out” speakers and thus fail to receive their messages. ▪▪ Language problems. Unfamiliar words can destroy the communication process because they lack meaning for the receiver. In addition, emotion-laden, or 2 “charged,” words can adversely affect listening. If the mention of words such as Learning Objective bankruptcy or real estate meltdown has an intense emotional impact, a listener Confront barriers to effective may be unable to focus on the words that follow. listening, and start building ▪▪ Nonverbal distractions. Many of us find it hard to listen if a speaker is different your listening skills. from what we view as normal. Unusual clothing or speech mannerisms, body twitches, or a radical hairstyle can cause enough distraction to prevent us from hearing what the speaker has to say. ▪▪ Thought speed. Because we can process thoughts at least three times faster than speakers can say them, we can become bored and allow our minds to wander. ▪▪ Faking attention. Most of us have learned to look as if we are listening even when we are not. Such behavior was perhaps necessary as part of our socializa- tion. Faked attention, however, seriously threatens effective listening because it encourages the mind to engage in flights of unchecked fancy. Those who fake attention often find it hard to concentrate even when they want to. ▪▪ Grandstanding. Would you rather talk or listen? Naturally, most of us would rather talk. Because our own experiences and thoughts are most important to us, we grab the limelight in conversations. We sometimes fail to listen carefully because we are just waiting politely for the next pause so that we can have our turn to speak. 10 Chapter 1: Communicating in the Digital-Age Workplace Copyright 2016 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s). Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it. 1-2b Building Powerful Listening Skills Office You can reverse the harmful effects of poor habits by making a conscious effort to Insider become an active listener. This means becoming involved. You can’t sit back and “Listening is hard hear whatever a lazy mind happens to receive. The following keys will help you work. Unlike hearing, it become an active and effective listener: demands total concen- ▪▪ Stop talking. The first step to becoming a good listener is to stop talking. Let tration. It is an active others explain their views. Learn to concentrate on what the speaker is saying, search for meaning, while not on what your next comment will be. hearing is passive.” ▪▪ Control your surroundings. Whenever possible, remove competing sounds. Close —Alfonso Bucero, consultant and author windows or doors, turn off TVs and smartphones, and move away from loud people, noisy appliances, or engines. Choose a quiet time and place for listening. © sjenner13/iStock/Thinkstock ▪▪ Establish a receptive mind-set. Expect to learn something by listening. Strive for a positive and receptive frame of mind. If the message is complex, think of it as mental gymnastics. It is hard work but good exercise to stretch and expand the limits of your mind. ▪▪ Keep an open mind. We all sift through and filter information based on our own biases and values. For improved listening, discipline yourself to listen objectively. Be fair to the speaker. Hear what is really being said, not what you want to hear. ▪▪ Listen for main points. Heighten your concentration and satisfaction by looking for the speaker’s central themes. Congratulate yourself when you find them! ▪▪ Capitalize on lag time. Make use of the quickness of your mind by reviewing the speaker’s points. Anticipate what is coming next. Evaluate evidence the speaker has presented. Don’t allow yourself to daydream. Try to guess what the speaker’s next point will be. ▪▪ Listen between the lines. Focus both on what is spoken and what is unspoken. Listen for feelings as well as for facts. ▪▪ Judge ideas, not appearances. Concentrate on the content of the message, not on its delivery. Avoid being distracted by the speaker’s looks, voice, or mannerisms. ▪▪ Hold your fire. Force yourself to listen to the speaker’s entire argument or message before responding. Such restraint may enable you to understand the speaker’s reasons and logic before you jump to false conclusions. ▪▪ Take selective notes. In some situations thoughtful notetaking may be neces- sary to record important facts that must be recalled later. Select only the most important points so that the notetaking process does not interfere with your concentration on the speaker’s total message. ▪▪ Provide feedback. Let the speaker know that you are listening. Nod your head and maintain eye contact. Ask relevant questions at appropriate times. Getting involved improves the communication process for both the speaker and the listener. 1-3 Learning Nonverbal Communication Skills Learning Objective 3 Explain the importance of Understanding messages often involves more than merely listening to spoken words. nonverbal communication and Nonverbal cues, in fact, can speak louder than words. These cues include eye contact, of improving your nonverbal facial expression, body movements, time, space, territory, and appearance. All of communication skills. these nonverbal cues affect how a message is interpreted, or decoded, by the receiver. What Is Nonverbal Communication? Nonverbal communication includes all unwritten and unspoken messages, whether intended or not. These silent signals have a strong effect on receivers. However, understanding them is not simple. Does a downward glance indicate modesty? Fatigue? Does a constant stare reflect Chapter 1: Communicating in the Digital-Age Workplace 11 Copyright 2016 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s). Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.  coldness? Dullness? Aggression? Do crossed arms mean defensiveness, withdrawal, or just that the person is shivering? What If Words and Nonverbal Cues Clash? Messages are even harder to deci- pher when the verbal and nonverbal cues do not agree. What will you think if Scott says he is not angry, but he slams the door when he leaves? What if Alicia assures the hostess that the meal is excellent, but she eats very little? The nonverbal messages in these situations speak more loudly than the words. In fact, researchers believe that the bulk of any message we receive is nonverbal. Successful communicators recognize the power of nonverbal messages. Cues broadcast by body language might be helpful in understanding the feelings and attitudes of senders. It is unwise, however, to attach specific meanings to gestures or actions because behavior and its interpretations strongly depend on context and on one’s cultural background, as you will see. 1-3a Your Body Sends Silent Messages Psychologist and philosopher Paul Watzlawick claimed that we cannot not commu- nicate.28 In other words, it’s impossible to not communicate. This means that every