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Chapter 1

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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  1. Chapter 1

    Effective and Ethical Communication at Work
  2. 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
  3. 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
  4. Success in the Workplace Success for you in the new global and diverse workplace requires excellent communication skills!
  5. 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
  6. Stimulus Encoding Understanding Understanding Decoding Person A Person B The Communication Process – Expanded Model Sending Channel Encoding BARRIERS Decoding Feedback Channel
  7. Factors That Shape Understanding Communication climate Context and setting Background, experiences Knowledge, mood Values, beliefs, culture
  8. Barriers That Create Misunderstandings Bypassing Differing frames of reference Lack of language skills Poor listening skills Emotional interference Physical distractions
  9. 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.
  10. Communication and Formal Channels Written channels Memos, letters Annual report Company newsletter Bulletin board postings Orientation manual
  11. Communication and Formal Channels Oral channels Telephone Face-to-face conversation Company meetings Team meetings
  12. Communication and Formal Channels Electronic channels E-mail Instant messaging Voicemail Videoconferencing Intranet
  13. Managers Supervisors Upward flow Horizontalflow Coworkers Coworkers Downward flow Subordinates Formal Channels of Information Flow
  14. 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
  15. Obstacles to the Flowof Organizational Information Top-heavy organizational structure Long lines of communication Filtering, prejudice, ego involvement Poor communication skills
  16. Surmounting Obstacles toEffective Communication Encourage open, trusting environment for interaction and feedback. Flatten the organizational structure. Provide more information through formal channels.
  17. 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.
  18. Understanding Ethical Behavior on the Job What is ethical behavior? Doing the right thing given the circumstances
  19. 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
  20. 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
  21. Goals of Ethical Business Communicators Abide by the law. Tell the truth. Label opinions. Be objective. Communicate clearly. Use inclusive language. Give credit.
  22. 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?
  23. End
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