COMMUNICATION

1. ATTENDANCE CHARACTER TEAMWORK APPEARANCE ATTITUDE PRODUCTIVITY ORGANIZATIONALSKILLS COMMUNICATION COOPERATION RESPECT COMMUNICATION PACE Series on Workplace Ethics The Academy of Irving ISD

2. “Ultimately the ethical effectiveness of an organization rests on the decisions and actions of those in a leadership role. Leader behavior becomes the model for what the organization requires and expects from the total employee body.” ETHICS IN THE WORKPLACE “Ethics in the Classroom” by Dr. Shirley A. Mixon, East Central University, 2004

3. Effective listening Good organizational skills Good communications skills Being friendly Communication www.gvtc.org/workethicsonline

4. “We read, write, speak, listen, and think in words. The words we know touch everything we do. Increase your learning power by discovering new words.” Select Agendas, 2004

5. COMMUNICATION: Skills Assessment What type of communicator are you? Next to each skill listed, rate yourself from 1 to 3 (1 = rarely, 2 = sometimes, 3 = always). _____When I’m speaking to someone face-to-face, I maintain eye contact. _____When I’m listening to someone else speak, I maintain eye contact. _____When I’m having face-to-face conversation, my body language is friendly and relaxed. _____I’m careful not to interrupt when others are speaking. _____I take accurate phone messages when others are not home to receive their calls. _____When I answer the phone, I say hello and let the caller know to whom they’re talking. _____I know how to read others’ body language. _____In class, I raise my hand before I answer a question. _____In school, I’m careful to keep my voice down when other students are studying nearby. _____I’m respectful when I speak to my instructors and the school staff. _____When a lot of people are talking at once, I don’t raise my voice but wait quietly until it’s my turn to speak. _____When I’m introduced to someone new, I smile and give him or her a firm handshake. _____I stand straight and tall when I enter a room. _____If I walk into a gathering in which I don’t know anybody, I walk up to someone who looks friendly and introduce myself. _____People tell me I’m a good listener. _____I enjoy talking to other people. _____I know how to argue without getting angry or abusive. www.gvtc.org/workethicsonline www.gvtc.org/workethicsonline

6. Give work to someone only to be disappointed with their lack of initiative and motivation, a situation experienced by a majority of business people, both managers and employees. CommunicationHas Work Ethics Changed? Managers and employees complain that many workers no longer have the work ethic of the past, especially younger workers who have been given the label of the “me generation.” Fact Fact www.gvtc.org/workethicsonline

7. The lack of motivation of others at work is an example of our own behavior. CommunicationHas Work Ethics Changed? Employee motivation is contrary to the obvious fact that people generally want to be successful and perform work tasks to the satisfaction of their employers. Fact Fact www.gvtc.org/workethicsonline

8. CommunicationHas Work Ethics Changed? Employee motivation is contrary to the obvious fact that people generally want to be successful and perform work tasks to the satisfaction of their employers. Supervisors describe the job as they want it to be performed and the workers describe the job as they understand it should be performed. The description of the job to be done varies from 25-50% percent between the supervisor and worker. Fact www.gvtc.org/workethicsonline

9. A sender expresses an emotion or a feeling, creates an idea, or senses the need to communicate Process is triggered when the sender makes a conscious or an unconscious decision to share the message with another person—the receiver. Communication www.gvtc.org/workethicsonline

10. Based on something that conveys meaning: the message verbal (spoken or written) nonverbal (body language, physical appearance, or vocal tone) context—or place and time—of the communication makes a big impact on how it will be received Communication www.gvtc.org/workethicsonline

11. Message sent and received through one of five senses Seen Heard Touched Tasted Smelled Communication www.gvtc.org/workethicsonline

12. Communication channels Work setting seen through body movement, letters, memos, newsletters, bulletin board notices, signs, emails, etc. heard come through conversations, interviews, presentations, telephones, radios, and other audio media sight and sound are the two most frequently used in our society Receiver gives feedback (return message) unconsciously or consciously Process is on-going Communication www.gvtc.org/workethicsonline

13. Sender’s worst assumption … message received as intended Assume that something will go wrong Take steps to prevent that occurrence Barriers to good communications Always present Language itself can be a barrier—unclear wording, slang, jargon, the tone Failure of the sender to realize that his or her body language might contradict the spoken message Channel used to convey the message might be wrong Poor listening skills Communication www.gvtc.org/workethicsonline

14. People telegraph intentions and feelings whether aware of it or not Unintentional senders Whatever goes on inside shows outside Conveyed messages go far beyond words spoken Tone of voice Body language Comes particularly from the face, eyes, body, clothing, gestures, and touch CommunicationNon-Verbal www.gvtc.org/workethicsonline

15. Be careful to interpret signals correctly Crossed arms might be expressing defiance, but might also just be feeling cold Check out facial expressions and other nonverbal signs to determine correct reading Depend on reading of facial expressions to judge feelings Depend on face as most trustworthy indicator of emotions such as happiness, surprise, fear, anger, joy, sadness, disgust, contempt, interest, concern, and embarrassment CommunicationNon-Verbal www.gvtc.org/workethicsonline

16. Look at face for insight into person’s character (for example, an “open, honest face,” a “strong chin,” or “beady eyes”) Moustache, beard, or long hair might suggest conformity or nonconformity, depending on time and context Grooming of hair says much about person’s meticulousness Narrowed lips or jutted-out chin might mean a person is angry or defiant CommunicationNon-Verbal www.gvtc.org/workethicsonline

17. Eyes convey much meaning eye contact—or a lack of it—might tell about person’s confidence, friendliness, honesty, or desire to dominate narrowed eyes suggest anger, irritation, or doubt pupils signify interest or disinterest pupils dilate when person is interested or excited … grow smaller when person is bored or uninterested brow area and narrowing of eyes tell receiver much frowns, scowls, and raised eyebrows indicate displeasure or intensity CommunicationNon-Verbal www.gvtc.org/workethicsonline

18. Body is another rich source of nonverbal confirmation or denial of our verbal message Draw conclusions about people before words exchanged based on sex, posture, height, weight, and skin color People stereotype others by thinking that tall people make good leaders, overweight people are jolly, and women are too emotional Notice how senders of messages hold their bodies CommunicationNon-Verbal www.gvtc.org/workethicsonline

19. Crossed arms a sign of defensiveness, defiance, or withdrawal Hands on hips signal goal oriented or ready and able to take something on Leaning back in chair with hands clasped behind the head interpreted as sign of superiority, smugness, or authority A slouched posture means humiliation, defeat, or submission CommunicationNon-Verbal www.gvtc.org/workethicsonline

20. Using arms, bodies, and legs to block sign of territorial feelings Turning shoulder or body slightly away sign of rejection Appearance discloses pieces of information Dressing immaculately … careful and detailed “Old-fashioned” dress … conservative opinions and values Excessive jewelry … materialistic CommunicationNon-Verbal www.gvtc.org/workethicsonline

21. Clothing during working hours tell what we do for a living Blue-collar clothes designed to help or protect White-collar clothes are formal, little protection Most common form of social physical contact—the handshake Indication of welcome, liking, acceptance, and greeting Considered extremely rude not to accept an offered hand CommunicationNon-Verbal www.gvtc.org/workethicsonline

22. Method of shaking hands … Bone-crushing grip seen as desire to dominate Limp grasp sign of insecurity or negative outlook on life Mechanical pumping up and down in series of convulsive jerks suggests mental rigidity, strong will, and inflexibility Be very careful with touching others at work because of harassment issues CommunicationNon-Verbal www.gvtc.org/workethicsonline

23. Nonverbal message readers … Look at totality of cues rather than isolated ones (remember the crossed arms?) Take context (time and place) of message into account Compensate for own biases and prejudices CommunicationNon-Verbal www.gvtc.org/workethicsonline

24. Successful communicators Full responsibility for success in process Take responsibility for ensuring what’s heard is understood Recognize barriers to good communications exist Speak in simple, grammatical, and understandable terms Give examples, ask for feedback, rephrase, and make it easy to get true intent of communications CommunicationOral www.gvtc.org/workethicsonline

25. Without proper listening, communication does not occur Effective listening is … Active participation in a conversation Helps speaker become understood Must hear and not assume what is said CommunicationListening www.gvtc.org/workethicsonline

26. Listeners … Passive listener … Attentive Does not assist speaker Active listener … Sit or stand alertly Maintain eye contact with speaker Concentrate on speaker’s words Make verbal responses Summarize parts for clarification Difference in speed: speak vs. listen … time lag in conversations CommunicationListening www.gvtc.org/workethicsonline

27. Good listeners … Do not daydream during lag Use time to organize what is being said and relate to message Guards against distractions to message Speaker’s mannerisms, accent, dress or grooming, language style, or delivery Distracting if not tuned out Avoid letting first impressions of speaker hinder ability to hear message Don’t interrupt to interject own thoughts CommunicationListening www.gvtc.org/workethicsonline

28. Pay attention to tone of words and nonverbal cues Effective listening … Concentrate so that competing external and internal distractions are eliminated Probe and reflect by asking questions to seek clarification and greater understanding Summarize (paraphrase) and feed back to speaker what’s been heard CommunicationListening www.gvtc.org/workethicsonline

29. Easier to be rude to someone not seen Negative ways lack of telephone etiquette impacts work ethics Anger, irritation, and frustration can be suggested by tone of voice Ignoring calls and messages suggests that unconcerned about clients and customers Transfer callers without trying to address concerns show a disinterest, apathetic attitude Speak on phone with a smile in voice CommunicationTelephone Skills www.gvtc.org/workethicsonline

30. Voices should be clear and distinct Demonstrate a service attitude by offering assistance Do not transfer calls blindly: make sure caller’s problem will be resolved Be discreet when using the phone Think through requests for information Give out information really needed by the caller CommunicationTelephone Skills www.gvtc.org/workethicsonline

31. Caller asks for supervisor NO: “Mr. Jones is playing golf this afternoon.” … unnecessary information YES: “Mr. Jones will be in the office tomorrow morning. May I help you or have him return your call?” Avoid slang in telephone conversations Say “certainly” instead of “yeah” say Say “goodbye” instead of “bye-bye” YES: “I beg your pardon. Would you please repeat that?” if not understood NO: “Huh?” CommunicationTelephone Skills www.gvtc.org/workethicsonline

32. Taking telephone messages for others Do not hurry; may miss necessary information Incomplete messages are frustrating Repeat message to caller to ensure accuracy Callers placed on hold Ask permission first Offer to call back if unwilling to wait Irritates caller to be left on hold Apologize for having the caller wait when placed on hold CommunicationTelephone Skills www.gvtc.org/workethicsonline

33. Unhappy or angry customer Be very careful Let caller vent (spill anger) Ready to listen when finished Easier to solve problem Express understanding/concern when appropriate Nasty/foul language Warn caller to refrain or will hang up Do not have to listen, but warn caller CommunicationTelephone Skills www.gvtc.org/workethicsonline

34. Summary Treat callers as you would want to be treated Treat them as if they were standing in front of you You are the company; company’s sole ambassador during that phone conversation CommunicationTelephone Skills www.gvtc.org/workethicsonline

35. Rules of Etiquette: Things to Avoid Profanity Use of slang or street jargon Any words or tone that can be misconstrued as confrontational CommunicationE-mail Etiquette www.gvtc.org/workethicsonline

36. Why do we need email etiquette? Professionalism: by using proper email language company will convey a professional image Efficiency: emails that get to the point are much more effective than poorly worded emails Protection from liability: employee awareness of email risks will protect company from costly law suits CommunicationEmail Etiquette www.gvtc.org/workethicsonline

37. What are the email etiquette rules? Be concise and to the point Answer all questions, and pre-empt further questions Use proper spelling, grammar & punctuation Make it personal Use templates for frequently used responses Answer swiftly Do not attach unnecessary files Use proper structure & layout Do not overuse the high priority option Do not write in CAPITALS Don't leave out the message thread Add disclaimers to your emails Read the email before you send it Do not overuse Reply to All Mailings > use the bcc: field or do a mail merge Take care with abbreviations and emoticons Be careful with formatting Take care with rich text and HTML messages Do not forward chain letters Do not request delivery and read receipts Do not ask to recall a message Do not copy a message or attachment without permission Do not use email to discuss confidential information Use a meaningful subject Use active instead of passive Avoid using URGENT and IMPORTANT Avoid long sentences Don't send or forward emails containing libelous, defamatory, offensive, racist or obscene remarks Don't forward virus hoaxes and chain letters Keep your language gender neutral Don't reply to spam Use cc: field sparingly Be concise and to the point Don’t make an e-mail longer than needs to be www.gvtc.org/workethicsonline

38. What are the tips for properly handling of an incoming call? CommunicationBusiness Etiquette • All incoming calls should be answered in a timely manner. • Business phones should be answered with a phrase like, "Good morning, ABC Company, Carol speaking, may I help you?" In an office that answers the phone hundreds of times daily, this particular phrase may be too much to say. It can be shortened; but the company name needs to be stated as soon as the phone is answered along with the person's name who answered the phone. This lets caller know that they have reached the right business to whom they are speaking. www.gvtc.org/workethicsonline

39. What are the tips for properly handling of an incoming call? CommunicationBusiness Etiquette • Never put a caller on hold; however, if you do, check back every minute or so and ask if they would like to continue to hold. • Speak clearly and slowly when you answer a business phone. Do not slur or mumble your words. Speak with confidence so person on other end has the feeling that you know what you are doing. Remember your manners too. • Never be rude to a caller, no matter how nasty they are. Remember to handle self in a professional, business-like manner, handling situation in a calm, cool manner. www.gvtc.org/workethicsonline

40. What are the tips for properly handling of an outgoing call? CommunicationBusiness Etiquette • Speak clearly and slowly when making a business call. Time may be money, but if other party cannot understand what is said, might as well have saved breath and not made the call at all. • All customers expect to work with a professional organization. First sign is how they are treated by the employees. • When calling a business, proper etiquette is to give your name and the company's name you work for to whomever answers the telephone. Do not make them guess who it is or make them pry it out of you. www.gvtc.org/workethicsonline

41. What are the tips for properly handling of an outgoing call? CommunicationBusiness Etiquette • If you get the wrong number, apologize to the person who answers the phone -- do not just hang up. This is especially important nowadays when people have Caller ID's on their phone lines. All they have to do is to check their device to find out who just rudely hung up on them. • When leaving a phone message; always state your name, company, phone number and reason for calling. Do not stammer or stutter and use up an unreasonable amount of time. www.gvtc.org/workethicsonline

42. One of the major problems that I have encountered in administering web courses is that of email communication. It has become such an issue that I did a little research myself to find out what is wrong and what is right. Sending an email message to an instructor is not quite the same as the informal messages you send to your friends. Educational email should be slightly more professional. I know I personally take special care to show respect in my emails to students and have grown to expect the same thing from them. Don’t labor over your emails too long but please proofread and be certain you are conveying the content and emotion appropriate to the situation. According to Kaitlin Sherwood at Webfoot.com, by 1998 about 30% of adults in the US and Canada used email. Because of its speed and broadcasting ability, email is different from paper-based communication. Email also tends to be more conversational. In a paper document it is essential to be clear and concise because your audience can’t ask about it. With email however, the recipient can ask questions immediately. Thus email may tend to be sloppier like a personal conversation. You need to be aware that the recipient will not have certain cues such as dress, diction, and dialect. You have to decide when to be sloppy and when to be professional. Email cannot convey emotions like face-to-face or telephone conversations. It lacks vocal inflection, gestures, and a shared environment. Your recipient may have difficulty deciding if you are serious or kidding, happy or sad, frustrated or excited. Sarcasm is particularly dangerous to use in email. Another difference between email and other media is that what the sender sees may not be what the reader sees. Your vocal cords make sound waves that are perceived the same by everyone’s ears. However, with email the software and hardware you use for composing, sending, storing, downloading, and reading may be completely different from what your correspondent uses. The message’s visual qualities may be different by the time it reaches the recipient. So your email compositions should be different from both your paper compositions and your speech.  Appearance: Educational Netiquette by Sharon Wilson www.gvtc.org/workethicsonline

43. Know when email should be informal or professional. When the message is of a professional nature you should use punctuation and capitalize the word “I” as you would in a letter. Write descriptive subject lines so people can prioritize mail. Do not use “chat” English in any of type of email. Be sure and identify yourself in each email. Don’t type in all caps. It is perceived as shouting. You don’t want to shout! Do not send flames (rude emails) in a professional setting. Do not send email when you are angry. Wait until you have calmed down. Consider carefully what you write. Proofread and realize what emotion you may evoke in the recipient. Don’t attach large files (50K or more) without getting permission from the recipient. When sending a web address be sure to include http:// in the address. Don’t use acronyms when sending professional emails. Read over your email before sending. Emails to professionals are not as informal as messages to friends. Use your spell-check. Your email may be devalued because of misspelled words. Be careful with punctuation. When you use several exclamation marks or questions marks it makes you appear angry. A basic rule for professional/educational netiquette is to treat the person at the other end of the message the same way you want to be treated. Just because you cannot see them is no excuse for rudeness. Appearance: Educational Netiquette by Sharon Wilson www.gvtc.org/workethicsonline

44. IN SUMMARY Why are good communication skills important? • Allows you to express your feelings or emotions about a situation • Allows you to get the appropriate feedback from the listener • To make sure that the message that you want to send is received properly. www.gvtc.org/workethicsonline

45. IN SUMMARY Non-Verbal Communication • Received through your tone of voice • Through your body language • Through your eye contact, facial expression and • Even through the way your dress www.gvtc.org/workethicsonline

46. IN SUMMARY Oral Communications • You must be a successful communicator for your message to be received as intended • You should be grammatically correct when you speak • Try to have an extended vocabulary, reading can help you to develop one. www.gvtc.org/workethicsonline

47. IN SUMMARY Listening Skills • Be an active listener, participate in the conversation that you are having. • Give verbal responses to let the speaker know that you are listening. • Use eye contact and maybe gestures if they apply to the situation. • Let the speaker finish their own sentences www.gvtc.org/workethicsonline

48. IN SUMMARY Telephone skills • When placing a call, introduce yourself when phone is answered. • Speak clearly • Use good grammar and an extended vocabulary • Always be respectful to callers and answer the person as clearly and accurately as possible • Treat callers the way that you would want to be treated. www.gvtc.org/workethicsonline

49. IN SUMMARY Telephone Etiquette • The person who answers the phone for a company gives the customer his first impression of the company • The receptionist is the ambassador for the company • You must be a professional at all times

50. IN SUMMARY Telephone Etiquette Techniques • Answer the phone AS SOON AS it rings • Always remember that the person at the other end is a human—talk to them as if they are standing in front of you • You must rely on your voice (pleasant tone and medium speed) and what you say • Always answer the phone with a smile—this will convey a smile in your voice • Be natural www.gvtc.org/workethicsonline