business communication process and product 8th edition pdf free download. #PDF Info. Fixed Layout. Read Anywhere Info. Read Anywhere % Offline Business Communication: Process and Product 8th Edition by Mary Ellen Guffey . Essentials of Business Communication Eighth Edition Mary Ellen Guffey Professor Emerita of Business Los Angeles Pierce. DOWNLOAD PDF .. She is the author of the award-winning Business Communication: Process and Product, the.
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In the preface that follows, we illustrate key features of the Seventh Edition that highlight both the process and products of business communication. We welcome. Product cover for Business Communication: Process and Product 8th Edition by Mary Ellen Guffey/ Instructors, Want to Share This Product with Students?. Business Communication: Process and Product - Kindle edition by Mary Ellen Guffey, Dana Loewy. Download it once and 8th Edition. out of 5 stars (94).
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 socialization. Faked attention, however, seriously threatens effective listening because it encourages the mind to engage in flights of unchecked fancy.
Those who practice faked attention often find it hard to concentrate even when they want to. 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. Most North Americans speak at about words per minute. The human brain can process information at least three times as fast.
Unlike hearing, it demands total concentration. It is an active search for meaning, while hearing is passive.
You can reverse the harmful effects of poor habits by making a conscious effort to become an active listener. This means becoming involved.
Learn to concentrate on what the speaker is saying, not on what your next comment will be. Control your surroundings. Whenever possible, remove competing sounds. Close windows or doors, turn off TVs and iPods, and move away from loud people, noisy appliances, or engines. Choose a quiet time and place for listening. 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 and filter information through 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. Congratulate yourself when you find them! Anticipate what is coming next. Evaluate evidence the speaker has presented. Focus both on what is spoken and what is unspoken.
Listen for feelings as well as for facts. Concentrate on the content of the message, not on its delivery. Take selective notes. In some situations thoughtful notetaking may be necessary to record important facts that must be recalled later. 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. The first step to becoming a good listener is to stop talking.
Nonverbal cues, in fact, can speak louder than words. These cues include eye contact, facial expression, body movements, space, time, territory, and appearance.
All these nonverbal cues affect how a message is interpreted, or decoded, by the receiver.
Just what is nonverbal communication? It includes all unwritten and unspoken messages, whether intended or not. These silent signals have a strong effect on receivers. But understanding them is not simple. Does a downward glance indicate modesty? Does a constant stare reflect coldness? Do crossed arms mean defensiveness? Or do crossed arms just mean that a person is shivering?
Chapter 1: Career Success Begins With Communication Skills Messages are even harder to decipher when the verbal codes 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. When verbal and nonverbal messages conflict, receivers put more faith in nonverbal cues. In one study speakers sent a positive message but averted their eyes as they spoke. Listeners perceived the total message to be negative. Moreover, they thought that averted eyes suggested lack of affection, superficiality, lack of trust, and nonreceptivity.
Although it is unwise to attach specific meanings to gestures or actions, some cues broadcast by body language are helpful in understanding the feelings and attitudes of senders. When verbal and nonverbal messages clash, listeners tend to believe the nonverbal message. Indeed, some messages are sent with no words at all. The eyes, face, and body can convey a world of meaning without a single syllable being spoken.
Eye Contact. The eyes have been called the windows to the soul.
Most of us cannot look another person straight in the eyes and lie. As a result, in American culture we tend to believe people who look directly at us. Sustained eye contact suggests trust and admiration; brief eye contact signals fear or stress.
Good eye contact enables the message sender to see whether a receiver is paying attention, showing respect, responding favorably, or feeling distress. Facial Expression. Experts estimate that the human face can display over , expressions. Raising or lowering the eyebrows, squinting the eyes, swallowing nervously, clenching the jaw, smiling broadly—these voluntary and involuntary facial expressions can add to or entirely replace verbal messages.
Posture and Gestures.
Leaning toward a speaker suggests attraction and interest; pulling away or shrinking back denotes fear, distrust, anxiety, or disgust. Similarly, gestures can communicate entire thoughts via simple movements. However, the meanings of some of these movements differ in other cultures.
Unless you know local customs, they can get you into trouble. In the United States and Canada, for example, forming the thumb and forefinger in a circle means everything is OK. To take stock of the kinds of messages being sent by your body, ask a classmate to critique your use of eye contact, facial expression, and body movements.
Another way to analyze your nonverbal style is to videotape yourself making a presentation. Then study your performance. This way you can make sure your nonverbal cues send the same message as your words. How Time, Space, and Territory Send Silent Messages In addition to nonverbal messages transmitted by your body, three external elements convey information in the communication process: time, space, and territory.
For example, when Donald Trump, multimillionaire real estate developer, gives a visitor a prolonged interview, he signals his respect for, interest in, and approval of the visitor or the topic to be discussed. How we order the space around us tells something about ourselves and our objectives. Whether the space is a bedroom, a dorm room, an office, or a department, people reveal themselves in the design and grouping of their furniture.
Generally, the more formal the arrangement, the more formal and closed the communication style. The way office furniture is arranged sends cues about how communication is to take place. Former FBI director J. Edgar Hoover used to make his visitors sit at a small table below his large, elevated desk.
Clearly, he did not want office visitors to feel equal to him. Each of us has a certain area that we feel is our own territory, whether The distance required for comfortable social interaction is controlled by culture.
Your father may have a favorite chair in which he is most comfortable, a cook might not tolerate intruders in the kitchen, and veteran employees may feel that certain work areas and tools belong to them.
We all maintain zones of privacy in which we feel comfortable. Figure 1. If someone violates that territory, Americans feel uncomfortable and defensive and may step back to reestablish their space. Appearance of Business Documents. The way a letter, memo, or report looks can have either a positive or a negative effect on the receiver.
Sloppy e-mail messages send a nonverbal message that you are in a terrific hurry or that you do not care about the receiver. Envelopes—through their postage, stationery, and printing—can suggest routine, important, or junk mail.
Letters and reports can look neat, professional, well organized, and attractive—or just the opposite. In succeeding chapters you will learn how to create business documents that send positive nonverbal messages through their appearance, format, organization, readability, and correctness.
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