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Chapter 1. Effective and Ethical Communication at Work. Why You Need to Build Career Skills. Necessary for hiring A top skill set sought by employers Critical for promotion Essential for effective job performance More important now as a result of technology

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Chapter 1

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Chapter 1

Chapter 1

Effective and Ethical Communication at Work


Why you need to build career skills

Why You Need to Build Career Skills

Necessary for hiring

A top skill set sought by employers

Critical for promotion

Essential for effective job performance

More important now as a result of technology

Learned through instruction and practice


Trends affecting you in today s workplace

Trends Affecting You in Today’s Workplace

Heightened global competition

Flattened management hierarchies

Expanded team-based management

Innovative communication technology

New work environments

Increasingly diverse workforce

Renewed emphasis on ethics


Success in the workplace

Success in the Workplace

Success for you in the new global and diverse workplace requires excellent communication skills!


The communication process basic model

Noise

Noise

Feedback travels to sender

5

Noise

Noise

4

Sender encodes idea in message

Possible

additional feedback to receiver

Receiver decodes message

Message travels over channel

Sender has idea

1

3

2

6

Noise

Noise

Noise

Noise

The Communication Process – Basic Model


The communication process expanded model

Stimulus

Encoding

Understanding

Understanding

Decoding

Person A

Person B

The Communication Process – Expanded Model

Sending Channel

Encoding

BARRIERS

Decoding

Feedback Channel


Factors that shape understanding

Factors That Shape Understanding

  • Communication climate

  • Context and setting

  • Background, experiences

  • Knowledge, mood

  • Values, beliefs, culture


Barriers that create misunderstandings

Barriers That Create Misunderstandings

Bypassing

Differing frames of reference

Lack of language skills

Poor listening skills

Emotional interference

Physical distractions


Overcoming barriers that cause misunderstandings

Overcoming Barriers ThatCause Misunderstandings

Realize that communication is imperfect.

Adapt the message to the receiver.

Improve your language and listening skills.

Question your preconceptions.

Encourage feedback.


Communication and formal channels

Communication and Formal Channels

  • Written channels

    • Memos, letters

    • Annual report

    • Company newsletter

    • Bulletin board postings

    • Orientation manual


Communication and formal channels1

Communication and Formal Channels

  • Oral channels

    • Telephone

    • Face-to-face conversation

    • Company meetings

    • Team meetings


Communication and formal channels2

Communication and Formal Channels

  • Electronic channels

    • E-mail

    • Instant messaging

    • Voicemail

    • Videoconferencing

    • Intranet


Formal channels of information flow

Managers

Supervisors

Upward flow

Horizontalflow

Coworkers

Coworkers

Downward flow

Subordinates

Formal Channels of Information Flow


Informal channels of information flow

Informal Channels of Information Flow

Carry unofficial messages

Flows haphazardly

Can be remarkably accurate

Is mostly disliked by management

Thrives where official information is limited


Obstacles to the flow of organizational information

Obstacles to the Flowof Organizational Information

Top-heavy organizational structure

Long lines of communication

Filtering, prejudice, ego involvement

Poor communication skills


Surmounting obstacles to effective communication

Surmounting Obstacles toEffective Communication

Encourage open, trusting environment for interaction and feedback.

Flatten the organizational structure.

Provide more information through formal channels.


Surmounting obstacles to effective communication1

Surmounting Obstacles toEffective Communication

Train managers and employees to improve communication skills.

Establish hotline and ombudsman programs.

Establish fair reward system for individual and team achievement.

Encourage full participation in teams.


Understanding ethical behavior on the job

Understanding Ethical Behavior on the Job

What is ethical behavior?

Doing the right thing given the circumstances


Common ethical traps to avoid on the job

Common Ethical Traps to Avoid on the Job

The false necessity trap - convincing yourself that no other choice exists

The doctrine of relative filth - comparing your unethical behavior with someone else’s even more unethical behavior


Common ethical traps to avoid on the job1

Common Ethical Traps to Avoid on the Job

The rationalization trap - justifying unethical actions with excuses

The self-deception trap - persuading yourself, for example, that a lie is not really a lie

The ends-justify-the-means trap - using unethical methods to accomplish a goal


Goals of ethical business communicators

Goals of Ethical Business Communicators

Abide by the law.

Tell the truth.

Label opinions.

Be objective.

Communicate clearly.

Use inclusive language.

Give credit.


Tools for doing the right thing

Tools for Doing the Right Thing

Is the action you are considering legal?

How would you see the problem if you were on the opposite side?

What are alternate solutions?

Can you discuss the problem with someone you trust?

How would you feel if people you care about learned of your action?


Chapter 1

End


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