Ch. 1, Slide 1 © 2018 Cengage Learning®.

®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted
in a license distributed with a certain product or service or otherwise on a password-protected website or school-approved learning management system for
 What Are
Communications Skills?

Traditional abilities New requirements

Reading Media savvy
Writing Good judgment online:
Speaking • Maintaining positive
Listening image and presence
Nonverbal • Protecting employer’s
reputation
Ch. 1, Slide 2 © 2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted
in a license distributed with a certain product or service or otherwise on a password-protected website or school-approved learning management system for
 Writing in the Digital Age
• Writing matters more than
ever; online media require
more of it, not less.

• Communicating clearly and

effectively has never been more
important than it is today.

• Life-changing critical
judgments about people are
being made based solely on
their writing ability.

Ch. 1, Slide 3 © 2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted
in a license distributed with a certain product or service or otherwise on a password-protected website or school-approved learning management system for
 Tools for Success in
the 21st-Century Workplace

• Knowledge and
information workers • Workers of the future
engage in mind work. must make sense of
words, figures, and
data.
• Knowledge available in the
digital universe doubles
every year. • Talent shortages
plague a recovering
U.S. labor market.

Ch. 1, Slide 4 © 2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted
in a license distributed with a certain product or service or otherwise on a password-protected website or school-approved learning management system for
 Thinking Critically in the Digital Age
Thinking creatively and critically means:

• Having opinions backed up

by reasons and evidence

• Anticipating and
solving problems

• Making decisions and

communicating them
effectively

Ch. 1, Slide 5 © 2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted
in a license distributed with a certain product or service or otherwise on a password-protected website or school-approved learning management system for
 Osborn-Parnes Creative
Problem Solving Process
1 2 3

Explore the Generate Implement

Challenge Ideas Solutions

Come up with Select and

Identify the
many ideas to strengthen
challenge.
solve the problem. solutions.

Gather information Plan how to bring

Pick the most
and clarify the your solution to life
promising ideas.
problem. and implement.

Ch. 1, Slide 6 © 2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted
in a license distributed with a certain product or service or otherwise on a password-protected website or school-approved learning management system for
 Social Media and Changing Communication
Technologies
• To connect with • To improve • To announce
consumers products and promotions
services and events

• To invite • To draw traffic to

feedback blogs, Twitter feeds, • To respond
the company to crises
website, and online
communities

Word of mouth, positive and negative, can travel instantly

at the speed of a few mouse clicks.
Ch. 1, Slide 7 © 2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted
in a license distributed with a certain product or service or otherwise on a password-protected website or school-approved learning management system for
 Anytime, Anywhere:
24/7/365 Availability
The challenges of relentless connectedness
across time zones and distances:

• Working long hours without extra compensation

• Being available practically anywhere and anytime
• Living with an increasingly blurry line
between work and leisure
• Remaining tethered to the workplace with
electronic devices around the clock

Ch. 1, Slide 8 © 2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted
in a license distributed with a certain product or service or otherwise on a password-protected website or school-approved learning management system for
 Anytime, Anywhere:
24/7/365 Availability
The challenges of relentless connectedness
across time zones and distances:
• The physical office is extending its reach by
becoming mobile and always “on.”
• Americans work 30 percent more than their
colleagues in other industrialized nations while
enjoying the shortest paid vacations
(15 vs. 28 days/year).
• A networked, information-driven workforce
never goes “off duty” in an organization that
“never sleeps.”
Ch. 1, Slide 9 © 2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted
in a license distributed with a certain product or service or otherwise on a password-protected website or school-approved learning management system for
 The Global Market Place and Competition

Factors that prompted companies

to move to emerging markets
around the world:
• Rise of new • Removal of
communication trade barriers
technologies

• Advanced forms of • Saturated local markets

transportation

Ch. 1, Slide 10 © 2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted
in a license distributed with a certain product or service or otherwise on a password-protected website or school-approved learning management system for
 The Global Market Place and Competition

Requirements for successful

communicators in new markets:
• Understanding • Coping with challenges
different customs, of multiple time zones,
lifestyles, and vast distances, and
business practices different languages

• Practicing cultural • Developing

awareness, new skills and
flexibility, and attitudes
patience

Ch. 1, Slide 11 © 2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted
in a license distributed with a certain product or service or otherwise on a password-protected website or school-approved learning management system for
 Shrinking Management Layers: Advantages

• Cost savings and efficiency

• Fewer layers between managers

and line workers
• Shorter lines of communication
• Faster decision making
• Quick response to market changes

Ch. 1, Slide 12 © 2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted
in a license distributed with a certain product or service or otherwise on a password-protected website or school-approved learning management system for
 Growing Population Diversity
70 62%
53%
60

50 45%
Percent

40
28%
30
23%
20 18%
12% 13% 13%
10 9%
5% 7%

0
White Non- Hispanics African Asian and Pacific
Hispanics Americans Islanders
2015 2035 2055
Ch. 1, Slide 13 © 2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted
in a license distributed with a certain product or service or otherwise on a password-protected website or school-approved learning management system for
 Growing Workforce Diversity
Benefits consumers, work teams, and businesses
• A diverse staff is better able to respond to
an 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.

Ch. 1, Slide 14 © 2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted
in a license distributed with a certain product or service or otherwise on a password-protected website or school-approved learning management system for
 Virtual and Nonterritorial Offices

“Work
Mobile and
Flexible work shifters,” a
decentralized
arrangements new breed of
workspaces
telecommuter

“Coworking,”
Anytime,
sharing
anywhere
communal
office enabled
office space
by technology
as needed

Ch. 1, Slide 15 © 2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted
in a license distributed with a certain product or service or otherwise on a password-protected website or school-approved learning management system for
 The Networked Office in a Hyperconnected
World
Smart electronic
devices Mobility

Social media Interactivity

networks

Biggest shift:
One-sided, slow Interactive,
forms of instant, paperless
communication communication

Ch. 1, Slide 16 © 2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted
in a license distributed with a certain product or service or otherwise on a password-protected website or school-approved learning management system for
 Media Richness
The more helpful cues and immediate feedback the
medium provides, the richer and less ambiguous it is:

RICH: Face-to-face Complex issues,

and telephone sensitive subjects
conversation

LEAN: Written media Routine,

(e-mail, letter, unambiguous
memo, note, problems
report)

Ch. 1, Slide 17 © 2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted
in a license distributed with a certain product or service or otherwise on a password-protected website or school-approved learning management system for
 Social Presence
Definition: The degree to which people are engaged online and
ready to connect with others.
Media with high social presence convey warmth and are
personal.

HIGH in synchronous LOW in asynchronous

communication: communication:

face-to-face e-mail

video conference social media post

live chat

Ch. 1, Slide 18 © 2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted
in a license distributed with a certain product or service or otherwise on a password-protected website or school-approved learning management system for
 Informal Communication Channels
The grapevine: gossip from the break
room to the water cooler to social media
 Carries unofficial messages
 Flows haphazardly
 Can be remarkably accurate
 Is mostly disliked by
management
 Thrives where official
information is limited

Ch. 1, Slide 19 © 2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted
in a license distributed with a certain product or service or otherwise on a password-protected website or school-approved learning management system for
 Goals of Ethical Business Communicators

Abide by the law

Label opinions
Tell the truth
Give credit
Be objective
Communicate
clearly
Use inclusive
language

Ch. 1, Slide 20 © 2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted
in a license distributed with a certain product or service or otherwise on a password-protected website or school-approved learning management system for
 Choosing Tools for Doing
the Right Thing
Five questions to guide ethical decisions:

1.Is the action legal?

2.Would you do it if you were on the opposite side?
3.Can you rule out a better alternative?
4.Would a trusted advisor agree?
5.Would family, friends, employer, or coworker
approve?

Ch. 1, Slide 21 © 2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted
in a license distributed with a certain product or service or otherwise on a password-protected website or school-approved learning management system for
Ch. 1, Slide 22 © 2018 Cengage Learning®. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part, except for use as permitted
in a license distributed with a certain product or service or otherwise on a password-protected website or school-approved learning management system for