chapter 1-effective communication and ethical concerns

8/10/2019 Chapter 1-Effective Communication and Ethical Concerns

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2/19

Myth or Facts

1. No one really writes anymore. They justtext and send emails

2. Because I am in a technical field, I will

work with numbers, not words3. Clerks will clean up my writing problems

4. Today, sophisticated software programs can

fix any of my writing mistakes5. I can use form letters for most messages
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3/19

Advancing in a Challenging World of Work

Heightened global competition

Flattened management hierarchies

Expanded team-based management

Innovative communication technologiesNew work environments

Increasingly diverse workforce
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4/19

Success for YOU in the new global and diverseworkplace requires excellent communication skills!


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The Communication Process


6/19

What is the Barrier inthe Effective

Communication?


7/19

Barriers to Interpersonal Communication

Bypassing

Limited frame of reference

Lack of language skills

Lack of listening skillsEmotional interference

Physical distractions


8/19

Barriers That Block the Flow of

Information in Organizations

Closed communication climate

Top-heavy organizational structure

Long lines of communication

Lack of trust between management and employees

Competition for power, status, rewards


9/19

Overcoming Communication Barriers

Realize that communication is imperfect.Adapt the message to the receiver.

Improve your language and listening skills.

Question your preconceptions.

Plan for feedback.


10/19

Functions of Business Communication

1. To inform

2. To persuade

3. To promote goodwill

Internal communication with

Superiors

Coworkers

Subordinates

External communication with

Customers

Suppliers

Governments Agencies

The public


11/19

Organizational Communication

Functions: Internal and External

Form: Oral and Written

Channel Selection Dependent on

Message content

Need for immediate response

Audience size and distance

Audience reaction

Need to show empathy, friendliness, formality

Flow:

Formal: down, up, horizontal

Informal: grapevine

C i ti Fl i Th h


12/19

Communication Flowing Through

Formal Channels

Downward

Management directives

Job plans, policies

Company goals

Mission statements

Horizontal

Task coordination

Information sharing

Problem solving

Conflict resolution

Upward

Employee feedback

Progress reports

Reports of customer

interaction, feedback

Suggestions for

improvement

Anonymous hotline

Horizontal

Downward Upward

F f C i ti Fl i


13/19

Forms of Communication Flowing

Through Formal Channels

Horizontal

Downward Upward

Written

Executive memos,

letters

Annual report

Company newsletter

Bulletin board postings

Orientation manual

Electronic

E-mail

Voicemail

Instant Messaging

Intranet

Videoconferencing

Oral

Telephone

Face-to-face

conversation

Company meetings

Team meetings


14/19

Message DistortionDownward Communication

Through F ive Levels of Management

Message Amount of messagewritten by board of directors 100%

received by vice-president 63%

received by general supervisor 56%

received by plant manager 40%

received by team leader 30%

received by worker 20%


15/19

Overcoming Organizational Barriers

1. Encourage open environment for interaction and feedback.

2. Flatten the organizational structure.

3. Promote horizontal communication.

4. Provide hotlinefor anonymous feedback.

5. Provide sufficient information through formal channels.


16/19

Ethics in the Workplace

1. E-mail Message (Ex: Tell S.O that his/her job in danger)

2. Customer Letter (Ex: Irritate over your mistake)

3. Progress Report (Ex: Ignore problems in a project)

4. Sales Report (Ex: Inflate sales figures)

5. Presentation (Ex: steal/lift the slides)

6. Proposal (Ex: unrealistic deadline)

7. Rsum (Ex: Exaggerate your background)


17/19

Goals of Ethical Business Communicators

1. Abiding by the Law (Copy Right)

2. Telling the Truth

3. Labeling Opinions (The difference between facts and opinions)

4. Being Objective (Honest reporting means presenting the wholepicture and relating all facts fairly)

5. Communicating Clearly (Plain English: short sentences,simple words, and clear organization)

6. Using Inclusive Language (Discrimination Issues)

7. Giving Credit (Acknowledgement)


18/19

5 Common Ethical Traps

1. The false-necessity trap (Convincing yourself that no

other choice exists)

2. The doctrine-of-relative-filth trap (Comparing yourunethical behavior with someone elses even moreunethical behavior)

3. The rationalization trap (Justifying unethical actionswith excuses)

4. The self-deception trap (persuading yourself, for

example, that a lie is not really a lie)

5. The ends-justify-the-means trap (Using unethicalmethods to accomplish a desirable goal)


19/19

Tools for Doing the Right Thing

1. Is the action you are considering legal?

2. How would you see the problem if you were on the other side?

3. What alternate solutions are available?

4. Can you discuss the problem with someone you trust?

5. How would you feel if your family, friends, employer, or co-workers learned of your action?
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chapter 1-effective communication and ethical concerns

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