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UNIT 1 EIGHT WAYS COMMUNICATION SKILLS CAN HELP ADVANCE YOUR CAREER I 1. Translate the following without using a dictionary: to look at to be well qualified for to draw attention to to get along with smb (smth) 2. Is there any difference between: personnel - personal employer - employee career - carrier 3. Write out pairs of words with similar meaning from #1 and #2: a) #1. handicap, survey, goal, promotion, file, boss, appraisal, entrepreneur; #2. obstacle, study, aim, development, catalogue (register), supervisor, businessman, evaluation; b) #1. well-honed, prized, approximate, aspiring, recent, prospective; #2. contemporary, expected, sharpened, estimated, ambitious, close; c) #1. to stay, to boost, to get ahead, to increase, to establish, to launch; #2. to start, to settle, to succeed, to enlarge, to remain, to promote. 4. Find in the text the equivalents to the following words and expressions: a collegiate or administrative official to improve abilities memorandum, note or record for future use fixed and regular way of doing things to fail to succeed in business owner of assets period of ten years to persuade 5. Read the text and translate it into Russian. Look up the new words in the dictionary. What's the main career handicap of young people today? Poor communication skills, according to a recent survey of company personnel directors and business school deans. Does this weakness stand in your way? Let's look at the reasons you should sharpen your communication skills. Getting the job you want. Employers form lasting impressions on the basis of what they see and know about a job candidate. The first items that a prospective employer is likely to see are your resume and application letter. If they are well written, they'll
make a good first impression and help you get the job. If not, you may fail to get an interview, even though you may be well qualified for the job. Boosting your chances for promotion. Many new employees soon have a chance to write a memo or report that will be read by management. These documents often stay in company files for a long time as a permanent record of employees' abilities. Good writing skills can draw attention to you and increase your chances for promotion. So can other well-honed communication skills. They make you a more effective member of the team; if your boss knows you can communicate well and deliver under pressure you are likely to get more chances to prove your worth. Helping others get ahead. Once you are established in your career, communication skills can help you conduct impressive performance appraisals or compose letters of recommendation for employees. The ability to do a good job may show you to be a developer of people, a quality prized in any company. Helping you get things done. Good communication is important even in your daily routine. The right choice of words, even of a single word, may make difference between settling an important issue at hand or igniting a company-wide dispute. Benefiting your own business. Perhaps your goal is to start your own business. Today, nearly half of the approximately 500,000 new businesses launched each year fail within 36 months. The reasons? Lack of management skills, inadequate financing, and poor communication ability - often reflected in a fear of writing. Nobody likes to do what he or she does poorly, and in a small business there's often no secretary to handle what the owner doesn’t do well. One aspiring entrepreneur lost credibility with his stock-holders and his banker because he couldn't write a report that would sell them on giving him further support. He soon went bankrupt. A decade later, another group, better managed, has made a nation-wide success out of his idea: a television network devoted to covering amateur and professional sporting events. 6. Check the meaning of the following expressions. Write them down and learn by heart. Use them in your own sentences. to stand in smb’s way to form impression to loose credibility to do smth poorly to benefit one's own business effective member of the team a nation-wide success 7. Explain the meaning of the following words and word combinations: application letter resume letters of recommendation for developer of people secretary to handle what the owner doesn’t do well to fail to get an interview
to prove one's worth settling an important issue at hand igniting a company-wide dispute II 8. Define the general meaning of the words in each line. Learn the synonyms by heart. to ensure – to guarantee essential - fundamental, most important to transmit- to pass, to send on printout - printed output of a computer device - invention, equipment, means concisely - briefly, shortly to enhance - to add to, to extend to apply skills - to practice abilities prospect - (here) possible customer or client claim - demand to adjust - to regulate, to make suitable or convenient to use to seal business transaction - to confirm a business act, signing a document self-confidence - assurance with greater ease - without difficulty to advance one's career - to progress one's profession to recruit - to hire - to give a job to adopting a positive attitude - developing a positive reaction 1. 9. Read the text and translate it into Russian. Look up the new words in the dictionary Advancing you socially. The ability to communicate well can help you. get along with others. It can inspire others to like and follow you. In addition, if you adopt the habit of making cordial comments to those you work with and of sending short notes to people you know, you will soon have an extensive network of contacts who wish you well. Ensuring your future. Whatever may happen with new communication technologies, the basic communication skills will always be essential. For example, letters and memos will continue to be the main carriers of business communication for years to come, whether transmitted by computer printout, electronic display, or other devices. In fact, the volume of written communication will increase with the growing use of word/information-processing systems, so the ability to write clearly and concisely will become ever more important. Enhancing your other skills. As you apply your improved communication skills to more and more business functions, you'll learn how to use them to motivate prospects to buy, speed collections, improve customer relations and claims adjustments, and recruit and hire personnel. You'll also learn how to save time and effort. For example,
you'll find you can write one letter to seal a business transaction that otherwise would have required two or three. With improved communication skills will come selfconfidence. You'll be able to plan and send messages faster, more freely, and with greater ease. You'll also discover that every act of communication is a potential public relation tool, and you'll try to make each one work for you. Start your study of business communication by adopting a positive attitude. If you can’t perform a task, you have a skill problem. But if you won’t perform a task, you have a motivation problem. With real motivation, you can learn to communicate well and advance your career. 2. 10. Check the meaning of the following expressions. Write them down and learn by heart. Use them in your own sentences. to adopt the habit communication technologies a skill problem a motivation problem to make cordial comments to every act of communication is a potential public relations tool 11. Comment on the following assumptions: a) You receive a brief application letter from a man who states that he really needs a job because he has been out of work for six months. He writes, “I have completed only one year of college, and my grades are just average, but I am willing to work hard.” What is your reaction to this letter? b) For the next five days, write one letter a day to someone: a friend or relative, business associate, newspaper, government official, or customer-relations department. Make your letters as conversational as possible. Pretend you are talking to the other person. As the week progresses, do you notice any changes in your attitude toward writing or the ease with which you think of things to say? What responses do you receive to your letters?
UNIT II CHECK YOUR COMMUNICATION SKILLS (Test yourself) To become more aware of your communication skills, complete the following selfevaluation. It will give you an idea of which habits you can congratulate yourself on and which ones you might want to reshape. Carefully think about each question, then answer “most times”, “many times”, “sometimes”, or “few times”. Place a check mark in the appropriate column, and then refer to the scales to analyse your skills.
WHEN WRITING, DO YOU
Most times
Many times
Somet imes
Few times
Most times
Many times
Somet imes
Few times
1. Think about the kind of person who will be reading your message? 2. Make an outline before starting to write? 3. Try to use big words that will make the message sound important? 4. Revise and polish what you write? 5. Use long complex sentences? 6. Proofread your document for error in grammar, punctuation and spelling? 7. Check your facts and figures for accuracy?
WHEN SPEAKING, DO YOU 1. Plan the best time to say what you want to say? 2. Think about how the listener might react to what you have to say? 3. Avoid eye contact with listeners? 4. Assume that listeners share your background and attitudes? 5. Formulate what you want to say before you begin speaking? 6. Monopolize the conversation? 7. Pronounce words clearly and correctly?
WHEN READING, DO YOU
Most times
Many times
Somet imes
Few times
Most times
Many times
Somet imes
Few times
1. Look up the meaning of unfamiliar words? 2. Become easily distracted by other things going on around you? 3. Know what words and phrases you respond to emotionally? 4. Stop reading when you think you know what the writer is going to say? 5. Mentally summarize the key points being made? 6. Go beyond reading for information and try to read for understanding? 7. Become angry and critical when the author's viewpoint differs from your own?
WHEN LISTENING, DO YOU 1. Tune out if the person says something you don't want to hear? 2. Repeat in your own what .the speaker has just said? 3. Give the appearance of listening when you aren't? 4. Look at the person who is speaking? 5. Form a rebuttal in your head while the speaker is talking? 6. Take notes when necessary to help you remember? 7. Concentrate on what is being said even if you're not really interested?
SCORING FOR “CHECK YOUR COMMUNICATION SKILLS” For each item, circle the number in the column that represents your response. WRITING Most Many Somet Few times times imes times 1. 4 3 2 1 2. 4 3 2 1 3. 1 2 3 4 4. 4 3 2 1 5. 1 2 3 4 6. 4 3 2 1 7. 4 3 2 1 1. 2. 3. 4. 5. 6. 7.
4 1 4 1 4 4 1
READING 3 2 2 3 3 2 2 3 3 2 3 2 2 3
1 4 1 4 1 1 4
SPEAKING Most Many Somet Few times times imes times 1. 4 3 2 1 2. 4 3 2 1 3. 1 2 3 4 4. 1 2 3 4 5. 4 3 2 1 6. 1 2 3 4 7. 4 3 2 1 1. 2. 3. 4. 5. 6. 7.
1 4 1 4 1 4 4
LISTENING 2 3 3 2 2 3 3 2 2 3 3 2 3 2
4 1 4 1 4 1 1
Total the circled numbers: Writing score Speaking score Reading score Listening score Total
Find your score: 100 – 112 84 – 99 70 – 83 56 – 69
Superior Above average Average Fair
In which of the four categories did you score highest? In which did you score lowest? In the years ahead, recheck your skills from time to time to make sure you’re improving.
UNIT III UNDERSTANDING BUSINESS COMMUNICATION 1. Check up the meaning of the expressions in the dictionary: to look in the eye to get right to the point the everyday variety self-made chief executive officer garbage 2. Write out pairs of words with similar meaning from #1 and #2: a) #1. variety, obligation, assumption, observation #2. supposition, duty, range, view; b) #1. inexperienced, underprivileged, disadvantaged, practised, overcoming, precise; #2. accurate, trained, mastering, unskilled, destitute, unsuccessful. 3. Check the meaning of the following words and expressions. Make up your own sentences, using these expressions. to make a phone call - to ring to deal with - to work with to bring up - (here) to mention for discussion to get the message - (here) to understand the message to make (good) sense - to be reasonable, meaningful to be riding on smth - to be supported by smth to do the job - to fulfil the task to get to - to reach to cut through - to get through 4. Find in the text the equivalents to the following words and expressions: to take part in in accordance with to make people notice smth communicated information 3. 5. Read the text and translate it into Russian. Look up the new words in the dictionary Lee Dunham, chief executive officer of Harlem McDonald’s and self-made millionaire, is a very busy person. With seven McDonald’s restaurants, some 400 employees, and obligations to a variety of industry and community groups, it is no wonder that he works seven days a week. About two of those days he's in his New York City office, making phone calls and dealing with correspondence; another two
days he’s visiting his stores; one day a week he’s meeting with his staff, another day helping to train his young and inexperienced employees in good work habits. The rest of the time he’s sitting on various committees and speaking to groups who want to hear what he knows about motivating the underprivileged and disadvantaged to participate in the world of work. According to Lee, “The art of communication is very simple. You first have to get the other’s person’s attention. Then make sure that you look the person in the eye while you’re talking. It’s a good idea, too, to make no more than three points at a time. Something gets lost when you try to bring up too much at once.” “Another problem is that we tend to make a lot of assumptions when we communicate”, Lee notes. He has a suggestion for overcoming that one too: “I’ve seen a lot of mistakes made because somebody hasn’t taken the time to understand what’s being said. Make sure you do. And ask the other person to explain what you said.” Lee’s speciality is oral communication, but he also has some observations about written messages. “It's a good idea to be very specific and get right to the point”, he says, “because if you don’t, the person you’re writing to may never get the message. Cut through the garbage, get to the meat. Many times you need only three or four paragraphs to do the job.” Lee’s suggestions make good sense for any kind of message, but he notes that business communication is even more difficult than the everyday variety: “Business communication is very precise. And it's more important because more is riding on it”. Many of the young people Lee deals with don’t have much opportunity for an education. But even college graduates are at a disadvantage in the business world, he feels, if they haven’t used their time in school to learn how to communicate effectively. “Each time you get an opportunity, practice writing and speaking. If you begin to polish your skills today, by the time you're out of school, you’ll be in a good position to get the plum assignments.” Effective communicators like Lee Dunham have many tools at their disposal when they want to get across a message. Whether writing or speaking, they know how to put together the words that will convey their meaning. They reinforce their words with gestures and actions. They look you in the eye, listen to what you have to say, and think about your feelings and needs. At the same time, they study your reactions, picking up the nuances of your response by watching your face and body, listening to your tone of voice, and evaluating your words. They absorb information just as efficiently as they transmit it, relying on both nonverbal and verbal cues. 6. Suggest the meaning of the expression given below: Cut through the garbage, get to the meat. 7. Match a line in A with a line in B. Use your dictionary if necessary. A. B. to get the meaning to polish words with gestures and actions to be the nuances of one's response
to get information to have cues to get many tools at one's disposal to convey across a message to reinforce the plum assignments to pick up one's skills to absorb an opportunity to rely on in a good position In these word combinations change as many words as you can without changing the meaning of expressions.
UNIT IV NONVERBAL COMMUNICATION I 1. Write out pairs of words with the opposite meaning from #1 and #2: a) #1. verbal, common, universal, conscious; #2. unusual, local, unconscious, nonverbal; b) #1. to show, to vary, to blush; #2. to turn pale, to hide, to be steady; c) #1. ancestor, anger, respect, dependence; #2. contemporary, love, freedom, scorn. 2. Read the following words and expressions. Make up your own sentences, using these word combinations. the basic forms of communication to talk things over to communicate with one another to indicate affection to differ in fundamental ways to master the vocabulary to learn nonverbal behaviour forms of self-expression common in culture to vary from culture to culture a conscious purpose 3. Explain the meaning of the following: to grit one's teeth our emotions are written all over our faces 4. Try to express with your eyes, gestures and posture (but not voice) your: anger
affection superiority dependence dislike respect love other feelings 5. Find in the text the equivalents to the following words and expressions: to hypothesize people predecessor to choose to turn red permission 4. 6. Read the text and translate it into Russian. Look up the new words in the dictionary The most basic form of communication is nonverbal. Anthropologists theorize that long before human beings used words to talk things over, our ancestors communicated with one another by using their bodies. They gritted their teeth to show anger; they smiled and touched one another to indicate affection. Although we have come a long way since those primitive times, we still use nonverbal cues to express superiority, dependence, dislike, respect, love, and other feelings. Nonverbal communication differs from verbal communication in fundamental ways. For one thing, it is less structured, which makes it more difficult to study. A person cannot pick up a book on nonverbal language and master the vocabulary of gestures, expressions and inflections that are common in our culture. We don’t really know how people learn nonverbal behaviour. No one teaches a baby to cry or smile, yet these forms of self-expression are almost universal. Other types of nonverbal communication, such as the meaning of colors and certain gestures, vary from culture to culture. Nonverbal communication also differs from verbal communication in terms of intent and spontaneity. We generally plan our words. When we say, “Please open the door”, we have a conscious purpose. We think about the message, if only for a moment. But when we communicate nonverbally, we sometimes do so unconsciously. We don't mean to raise an eyebrow or blush. Those actions come naturally. Without our consent, our emotions are written all over our faces. II 1. Read the words and expressions from the test given below. Find the equivalents for them in Russian to establish credibility
currently to manage to measure up to refer to the scales to maintain eye contact to sustain to glance around to blink a lot eyelids to flutter to rehearse to relax to keep away elbows tentative to fidget to tug at to lick to assume a posture confidently rapport to lea forward if appropriate rigid voice (pitch, rate, volume) flat nasal to pause frequently to strive for
HOW DOES YOUR NONVERBAL CREDIBILITY MEASURE UP? (Test Yourself) If you want to establish credibility with listeners, you need to manage four aspects of your nonverbal behaviour: eye behaviour, gestures, posture, and voice. How do you currently measure up in each of these areas? For each question, answer “most times”, “sometimes”, or “few times”. You can analyse your skills by referring to the scales at the end of this test. Most Somet Few EYES times imes times 1. Do you maintain eye contact while talking to others? 2. Do you. maintain eye contact while others talk to you? 3. Do you. try to sustain eye contact throughout a
conversation? 4. Do you look down before responding to questions? 5. Do you glance around the room while others are talking? 6. Do you think a lot, or do your eyelids flutter? GESTURES 1. Are your gestures unrehearsed and relaxed? 2. Do you keep your elbows and hands away from your body while you talk? 3. Do you use gestures to signal when you want to continue talking or when you want another person to begin talking? 4. Are your gestures weak and tentative? 5. During a conversation, do you fidget or tug at your clothing? 6. Do you touch your hands to your face or lick your lips? POSTURE 1. Do you assume an open and relaxed posture? 2. Do you walk confidently? 3. Do you establish rapport by leaning forward and smiling (if appropriate) when beginning to answer a question? 4. Do you. hold your body rigid? 5. When sitting, do you cross your arms and legs? 6. Do you keep your hands and arms close to your body? VOICE 1. Do you strive for a conversational speaking style? 2. Do you speak loudly enough for people to hear you? 3. Do you vary your pitch, rate, and volume when speaking? 4. Do you have a flat or nasal tone when you speak? 5. Do you talk too fast? 6. Do you pause frequently in the middle of sentences?
SCORING FOR “HOW DOES YOUR NONVERBAL CREDIBILITY MEASURE UP?” In each category (Eyes, Gestures, Posture, and Voice), give yourself points according to the following key: Questio n 1. 2. 3. 4. 5. 6.
Most times 3 3 3 1 1 1
Somet imes 2 2 2 2 2 2
Few times 1 1 1 3 3 3
A score of 15 or higher in any category indicates high credibility; a score of 10 - 15 indicates average credibility; a score below 10 indicates low credibility. You might use this test to give yourself an annual credibility checkup.
III WHY NONVERBAL COMMUNICATION IS IMPORTANT. THE FUNCTIONS OF NONVERBAL COMMUNICATION. 1. Try to suggest why nonverbal communication is important. Write down the list of suppositions. 2. Compare your viewpoints with those in the text given below. Do they coincide? 5. 3. Read the text and translate it into Russian. Look up the new words in the dictionary Although nonverbal communication is often unplanned, it has more impact than verbal communication. Nonverbal cues are especially important in conveying feelings, accounting for 93 percent of the emotional meaning that is exchanged in any interaction . One advantage of nonverbal communication is its reliability. Most people can deceive us much more easily with words than they can with their bodies. Words are relatively easy to control; body language, facial expressions, and vocal characteristics are not. By paying attention to these nonverbal cues, we can detect
deception or affirm a speaker’s honesty. Not surprisingly, we have more faith in nonverbal cues than we do in verbal messages. If a person says one thing but transmits a conflicting message nonverbally, we almost invariably believe the nonverbal signal. To a great degree, then, an individual’s credibility as a communicator depends on nonverbal messages. Nonverbal communication is important for another reason as well: It can be efficient from both the sender’s and the receiver’s standpoint. You can transmit a nonverbal message without even thinking about it, and your audience can register the meaning unconsciously. By the same token, when you have a conscious purpose, you can often achieve it more economically with a gesture than you can with words. A wave of the hand, a pat on the back, a wink - all are streamlined expressions of thought. Although nonverbal communication can stand alone, it frequently works hand in hand with speech. Our words carry part of the message, and nonverbal signals carry the rest. Together, the two modes of expression make a powerful team, augmenting, reinforcing, and clarifying each other. Experts in nonverbal communication suggest that it has six specific functions: - To provide information, either consciously or unconsciously - To regulate the flow of conversation - To express emotion - To qualify, complement, contradict, or expand verbal messages - To control or influence others - To facilitate specific tasks, such as teaching a person to swing a golf club. Nonverbal communication plays a role in business too. For one thing, it helps establish credibility and leadership potential. If you can learn to mange the impression you create with your body language, facial characteristics, voice and appearance, you can do a great deal to communicate that you are competent, trustworthy, and dynamic. At the same time, if you can learn to read other people’s nonverbal messages, you will be able to interpret their underlying attitudes and intentions more accurately. In dealing with co-workers, customers, and clients, watch carefully for small signs that reveal how the conversation is going . If you aren't having the effect you want, check your words; then if your words are all right, try to be aware of the nonverbal meanings you are transmitting. At the same time, stay tuned to the nonverbal signals that the other person is sending.
IV THE VARIETIES OF NONVERBAL COMMUNICATION. 1. Jigsaw reading. Read the text without paying attention to the details. 2. Using the list of words and expressions given below, make up the plan of the text:
- touching behaviour - personal appearance - the use of time and space gestures and postures - facial expressions and eye behaviour - vocal characteristics. According to one estimate, there are over 700,000 different forms of nonverbal communication (Nido Qubein, COMMUNICATE LIKE A PRO, New York: Berkley Books, 1986). Researchers have drawn some interesting conclusions about the meaning of certain nonverbal signals. But remember that the meaning of nonverbal communication is in the observer, who both reads the meaning of specific signals and interprets in the context of the particular situation. - The face is a powerful source of nonverbal messages; it is the primary site for the expression of emotion, revealing both the type and the intensity of a person’s feeling. A person’s eyes are especially effective as a tool of communication. They can be used to indicate attention and interest, to influence others, to regulate interaction, and to establish dominance. Although the eyes and the face are usually a reliable source of meaning, people sometimes manipulate their expressions to simulate an emotion they do not feel or to mask their true feelings. - By moving their bodies, people can express both specific and general messages, some of which are voluntary and some of which are involuntary. Many gestures - a wave of the hand, for example - have a specific and intentional meaning, such as “hello” or “goodbye”. These movements clarify and supplement verbal communication. Other types of body movement are unintentional and express a more general message. Slouching, leaning forward, fidgeting, and walking briskly all fall into this category. These unconscious signals reveal whether a person feels confident or nervous, friendly or hostile, assertive or passive, powerful or powerless. - Like body language, a person’s voice carries both intentional and unintentional messages. On a conscious level, we can use our voices to create different impressions. For example, consider the phrase “What have you been up to?” If you repeat that question for or five times, using a different tone of voice and stressing different words, you can convey quite different messages. However, your vocal characteristics also reveal many things that you are unaware of. The tone and volume of your voice, your accent and speaking pace, and all the little um’s and ah’s that creep into your speech say a lot about who you are, your relationship with the audience, and the emotions underlying your words. - An individual’s appearance helps to establish his or her social identity. To a great degree, we are what we appear to be. People respond to us on the basis of our physical attractiveness. Some teachers, for example, expect nice-looking students to excel. Because we see ourselves as others see us, these expectations are often a selffulfilling prophecy. When people think we’re capable and attractive, we feel good about ourselves. We develop a positive outlook on life, and this affects our behaviour, which in turn affects other people’s perception of us. Although an individual’s body type and facial features impose limitations, most of us are able to control our attractiveness to some degree. Our grooming, our clothing, our accessories, our “style” - all modify our appearance. Even without the gift of beauty,
we can create a favourable impression, tailoring our physical appearance to send the message we want to convey. - Touch is an important vehicle for conveying warmth, comfort, and reassurance. Even the most casual contact can create positive feelings. This fact was revealed by an experiment in which librarians alternately touched and avoided the hands of students while returning their library cards. Although the contact lasted only half a second, the students who had been touched reported far more positive feelings about themselves and the library, even though many of them did not consciously remember being touched. Perhaps because it implies intimacy, touching behaviour is governed by relatively strict customs that establish who can touch whom, and how, in various circumstances. The accepted norms vary, depending on the gender, age, relative status one than the other way around. Touching has become controversial, however, because it can sometimes be interpreted as sexual harassment. - Like touch, time and space can be used to assert authority. In many cultures, people demonstrate their importance by making other people wait; they show respect by being on time. However, attitudes toward punctuality are cultural. In North America, being on time is a mark of good manners; in other places it is more polite to be somewhat late. People can also assert their status by occupying the best space. In an organisation, the person who wields power usually has the corner office and the prettiest view. Apart from serving as a symbol of status, space determines how comfortable people feel in talking with each other. When people stand too close or too far away, we feel ill at ease. In intimate conversation, North Americans typically stand 1,5 to 4 feet apart; in business or social groups, 4 - 12 feet; and in public, 12 to 25 feet. But in Latin America, people communicate more comfortably at closer range. 3. a) From each passage write out five words - the most difficult for understanding; b) exchange your list to the neighbour’s one; c) if there are words still unknown, suggest the meaning from the content; d) use monolingual dictionary; e) use bilingual dictionary. 4. Read the text once again. a) Formulate the main idea of each passage. b) Summarize in written the key points of nonverbal communication varieties in some sentences.
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