communicatingatworkchapter1 100610160844 phpapp01 n ethicaltraps

7/31/2019 Communicatingatworkchapter1 100610160844 Phpapp01 n Ethicaltraps

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Communicating at Work

Chapter 1


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Presenters:


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Learning Objectives: Identify changes in the workplace and the

importance of communication skills

Describe the process of communication

Discuss barriers to interpersonal communication andthe means of overcoming those barriers

Analyze the functions and procedures ofcommunication in organizations

Assess the flow of communication in organizationsincluding barriers and methods of overcoming thosebarriers

List the goals of ethical business communication and

describe important tools for doing the right thing


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COMMUNICATION


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You cannot not

communicate!

You cannot

un-communicate!


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HUMAN COMMUNICATION:ACTION


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HUMAN COMMUNICATION:TRANSACTION


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The Communication ProcessBasic Model


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1.Senderhas idea


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1.Senderhas idea


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2.Senderencodesidea inmessage

1.Senderhas idea


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1.Senderhas idea


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3.Messagetravelsoverchannel


1.Senderhas idea


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1.Senderhas idea


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1.Senderhas idea

4.Receiverdecodesmessage


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The Communication Process

Basic Model



1.Senderhas idea



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Basic Model



1.Senderhas idea


5.Feedback travelsto sender


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Basic Model



1.Senderhas idea




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Basic Model



1.Senderhas idea




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Basic Model



1.Senderhas idea


6.Possible additionalfeedback to receiver



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Basic Model



1.Senderhas idea


6.Possible additionalfeedback to receiver



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The Communication ProcessExpanded Model


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Barriers to Interpersonal

Communication

Bypassing

Limited frame of reference Lack of language skills

Lack of listening skills

Emotional interference Physical distractions


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Communication climate

Context and setting Background, experiences

Knowledge, mood

Values, beliefs, culture

Understanding is shaped by


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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


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Additional Communication

Barriers

Fear of reprisal for honest communication

Differing frames of reference among communicators

Lack of communication skills Ego involvement

Turf wars


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A Classic Case of Miscommunication

In Center Harbor, Maine, local legend recalls the daywhen Walter Cronkite steered his boat into port. The

avid sailor was amused to see in the distance a smallcrowd on shore waving their arms to greet him. Hecould barely make out their excited shouts:HelloWalter, Hello Walter!


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A Classic Case of MiscommunicationAs his boat came closer, the crowd grew larger, stillyelling. Pleased at the reception, Cronkite tipped hiswhite captain's hat, waved back, even took a bow.But before reaching dockside, Cronkite's boat

abruptly jammed aground. The crowd stood silent.The veteran news anchor suddenly realized whatthey'd been shouting: Low water, low water!


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Analysis of Flawed CommunicationProcess


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Analysis of Flawed Communication

Process

Sender

hasidea

Warn

boater


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Process

Sender

hasidea

Warn

boater

Sender

encodesmessage

Low

water!


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Process

Sender

hasidea

Warn

boater

Sender

encodesmessage

Low

water!

Channel

carriesmessage

Message

distorted


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Process

Sender

hasidea

Warn

boater

Sender

encodesmessage

Low

water!

Channel

carriesmessage

Message

distorted

Receiver

decodesmessage

Hello

Walter!


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Barriers That CausedCronkite Miscommunication

Frame of reference

Language skills

Listening skills

Receiver accustomed toacclaim and appreciativecrowds.

Main accent makes "water"and "Walter" sound similar.

Receiver more accustomedto speaking than to listening.


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Barriers That CausedCronkite Miscommunication

Emotional interference

Physical barriers

Ego prompted receiver tobelieve crowd wasresponding to his celebritystatus.

Noise from boat, distancebetween senders and

receivers.

Which of these barriers could be

overcome through improved

communication skills?


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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.


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Changes Affecting the Workplace Heightened global

competition

Flattened managementhierarchies

Expanded team-basedmanagement

Innovative communication

technologies New work environments

Increasingly diverseworkforce


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Changes Affecting the Workplace Heightened global

competition


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Changes Affecting the Workplace

Flattened managementhierarchies


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Expanded team-

based management


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Innovative communicationtechnologies


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New work

environments


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Increasingly diverseworkforce


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The Age of Knowledge


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Success forYOU in the new global anddiverseworkplace requires excellent

communication skills!


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Organizational Communication

Functions: internal and external

Form: oral and written

Form: 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


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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


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Forms of Communication Flowing Through

Formal Channels

WrittenExecutive memos, lettersAnnual report

Company newsletter

Bulletin board postings

Orientation manual

ElectronicE-mailVoicemail

Instant Messaging

Intranet

Videoconferencing

OralTelephoneFace-to-face conversation

Company meetings

Team meetings


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Message DistortionDownward CommunicationThrough Five Levels of Management

Message Amount of message

written by board of directors 100%


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received by vice-president 63%


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received by general supervisor 56%


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received by plant manager 40%


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received by team leader 30%


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received by team leader 30%received by worker 20%


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Communication goes badVP to Deans:By order of the President, nextThursday Halleys comet will appear

over the athletic field. If it rains,cancel classes and report to the gymwith your professors and students

where you will be shown a film, aphenomena which occurs only onceevery 75 years.


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Communication goes badPresident to VP:

Next Thursday, Halleys Comet will appear over this area. This isan event that occurs only once every 75 years. Call thedivision heads and have them assemble their professors andstudents on the athletic field and explain this phenomena tothem. If it rains, cancel the observation and have the classesmeet in the gym to see a film about the comet.


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Communication goes badDeans to Professors:

By order of the Phenomenal President, nextThursday Halleys Comet will appear in the gym. Incase of rain over the athletic field, the President willgive another order, something which occurs onceevery 75 years.


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Communications goes badProfessors to Students:

Next Thursday, the President will appear in the gym

with Halleys Comet, something which occurs every75 years. If it rains, the President will cancel thecomet and order us all to our phenomenal athleticfield.


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Communications goes badStudent writing to parents:

When it rains next Thursday over the school athletic

field, the phenomenal 75 year-old President willcancel all classes and appear before the wholeschool in the gym accompanied by Bill Halley andthe Comets.


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Surmounting Organizational Barriers

Encourage open environment for interaction andfeedback.

Flatten the organizational structure.

Promote horizontal communication. Provide hotline for anonymous feedback.

Provide sufficient information through formalchannels.


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ETHICAL CHALLENGES

Ethical Practices make good business sense.

80s era Greed is good NO MORE

500 fortune companies + Many small Businesses


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Pressure felt by employees to act unethically -56%

Those who admitted to conducting unethicalbehavior 48%

Common ethical violations:

Cutting corners on quality

Covering up incidents

Abusing or lying about sick days Deceiving customers

Lying to supervisor or underling

Taking credit for a colleagues idea


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4 COMPONENTS of ETHICAL BEHAVIUR

Honesty

Integrity

Fairness Concern for others.

Doing the Right Thing Given theCircumstances


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Five Common Ethical Traps The false-necessity trap

(convincing yourself that no otherchoice exists)

I know its wrong but I dont have achoice

The doctrine-of-relative-filth trap

(comparing your unethicalbehavior with someoneelses even moreunethical behavior)

What I am doing is nothingcompared to what others aredoing


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Goals of Ethical Business Communication

Telling the truth

Labeling opinions

Being objective

Communicating clearly

Giving credit


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Accomplishing These Goals

Think before you act

Being in other persons shoe

There must be a different solution Discuss your dilemma with a trust worthy or an

experienced person

Imagine the shame if your friends and family found

out about what you had been upto!!


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STRENGTHENING YOURCOMMUNICATION SKILLS

Know how to figure out a solution

Realize what the problem is

Communication skills are not inherent, they must belearnt

Therefore BE WILLING TO LEARN

Tips, techniques, models and exercises in this book

will help us. Sit back and enjoy the ride.


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End


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