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Communicating at Work

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Regardless of occupation, people spend most of their time communicating on the job It is estimated that a business executive spends 75 to 80% of their time communicating One study showed that employees at a fortune 1000 company send and receive an average of 178 messages each day Page 5

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Advertising / Marketing Electronic Media / Radio Television / Broadcasting Health Communication Journalism (Print or Electronic) New Media and Technology Organizational Communication Political Communication Public Relations Risk and Crisis Communication Page 6

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On-the-job communication skills can make the difference between life and death Bad communication is the leading cause to shooting errors among police officers Poor communication is the cause of over 60% of reported medical errors, including death, physical injury and psychological trauma 98,000 deaths a year, in the medical field, are due to miss communication Page 5

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Ability to work in a team Verbal communication skills Ability to make decisions and solve problems Ability to obtain and process information Ability to plan, organize, and prioritize work Page 7

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Communication skills are essential to personal success Technical people with good communication skills are likely to earn more than people with poor communication skills You can never do enough training with your communication skills Page 6

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One cannot not communicate. Even when we dont speak we are communicating It is essential to consider the unintentional message you send Page 7

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Virtually all communication is aimed at achieving goals The most common on-the-job communication is instrumental communication Instrumental communication Messages aimed at accomplishing the task at hand Page 8

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A second set of goals involves relational communication Relational communication - Messages that shape and reflect the way people regard one another A positive climate helps achieve instrumental goals A negative relationship can make it difficult or impossible to accomplish goal Page 8

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A third reason we communicate involves identity Management Identity Management the practice of presenting yourself in ways that produce a preferred image and distinctive sense of self Think of 10 words or phrases that describe the way you want to be viewed on the job Page 8

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No matter what you do, you cannot take back something thats already been said Although people forgive, they never forget The more you try to erase something youve said, the more it stands out Page 8

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Communication needs to be examined as part of its communication context The meaning of a message depends on what has happened before the message Each message is part of a process: It doesnt occur in isolation Page 9

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Communication isnt the answer to everything Two people can communicate perfectly and still disagree Page 9

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Communication begins with a sender - the person the transmits a message Two ways to send a message: Intentional and Unintentional The sender must choose certain methods to send an intentional message, which is called encoding Page 9

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Channel is the method used to deliver the message There is no guarantee the a message will be understood The receiver has to attach meaning When a receiver attaches meaning it is called decoding Pages 9-10

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The response to a message is called feedback Feedback can be nonverbal: Demeanor, writing, or not responding at all Page 10

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Communication isnt something we do to others, its something we do with them Noise interferes with the exchange of messages Three types of noise: Environmental, Physiological, and Psychological Page 11

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Babble of voices in another room Someones cell phone going off in a meeting A smelly cigar Page 11

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Hearing disorders Illness Disabilities Page 11

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Egotism Defensiveness Assumptions Stereotypes Biases Prejudices Hostility Preoccupation Fear Page 11

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Deciding which channel to use to convey your message influences your effectiveness Example: If someone dies Page 11

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Richness: Refers to the amount of info in a given channel A wide array of nonverbal cues better help you understand another person Facial expression Tone of voice Eye and body movement Page 11

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Speed: Refers to how quickly the exchange of messages occurs High speed or instantaneous channels are called synchronous communication Face-to-face Video chat Telephone conversations Page 11

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Low speed channels with lag time in between messages are called Asynchronous communication E-mail Voicemail Office Memos Page 12

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Control: Refers to the degree to which you can manage the communication process You can never have complete control Writing is an easier way to control communication Face-to-face you have more control over receivers attention Page 12

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Oral channels work best for visual support Demonstration Photos Slides Written communication works great for formal tone Complicated ideas Final word Record Page 12

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Can help get your point across Using multiple channels is more persuasive Dual-channel process enhances senders credibility When using multiple channels make sure to choose one that is most effective for that situation Page 13

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Communication networks: Patterns of contact created by the flow of messages among communicators through time and space Page 14

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Formal communication networks are systems designed by management to dictate who should talk to whom to get a job done Best way to describe formal communication is with organizational charts Page 14

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Downward communication occurs whenever superiors initiate messages to their subordinates Job Instructions Job Rationale Feedback Indoctrination Page 15

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Messages flowing from subordinates to superiors is called upward communication Virtually any organization claims to seek upward communication Some organizations arent as open to upward communication as they say Page 16

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What subordinates are doing Suggestions for improvement How subordinates feel about each other and the job Page 17

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Messages between co-workers with equal power Task Coordination Problem Solving Sharing Information Conflict Resolution Building Rapport Page 18

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Rivalry people who feel threatened by one another Specialization makes it hard for two people with different specialties to understand each other Info Overload too much information for people in different areas Lack of Motivation one person might not be as motivated as the other Physical Barriers people scattered throughout a building Page 19

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Informal Networks: Patterns of interaction based on friendships, shared personal or career interests, and proximity Gender is even a type of informal network Example: guys making a decision at the urinal Pages 19-20

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Confirming formal messages Expanding on a formal message Expediting official messages Contradicting official messages Circumventing formal channels Page 20

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A brief speech delivered in the length of an elevator ride State name and current job title Describe some personal strengths State what you can do for others or what you need them to do for you Indicate how to get in contact with them Page 21

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Networking the process of deliberately meeting people and keeping contact for career info, advice, and leads People with good personal networks are more successful in their career View everyone as a prospect Pages 22-23

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Treat your contacts as individuals Do not exploit them Express a genuine desire for information Express appreciation for the info shared Let the contact know how info was helpful Page 23

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Dont just be an info seeker Share info with others Helping others will earn you a reputation for generosity Page 23

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A guide, trainer, coach and counselor Teaches the informal rules of an organization or field Useful for people trying to get into a nontraditional field Respect their time Shouldnt be an emotional crutch Page 23-25

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Ethics are essential to being an effective employee Communicating ethically can be too vague for specific situations No single right approach to ethics Pages 25-26

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1. Utilitarian Approach: Does this action provide the greatest good for the greatest number? 2. Rights Approach: Does this action respect the moral rights of everyone? 3. Fairness or Justice Approach: Is this action fair and free of discrimination or favoritism? 4. Common-Good Approach: Does this action further the common good or community good? 5. Virtue Approach: Does this action promote the development of moral virtue in me and my community? Page 26

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1. Professional Ethic: How would an impartial jury of your professional peers judge this action? 2. Publicity Test: Would you be comfortable having the public learn about your behavior in the broadcast or print media? Page 26

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