CM 415 EFFECTIVE AND APPROPRIATE COMMUNICATION IN THE WORKPLACE SUSAN HARRELL KAPLAN UNIVERSITY Unit 2: Communicating in the Workplace

Question 1 How does the business environment affect the way we communicate in the workplace? Issues to consider: How do we define “communication”? How does the workplace culture impact communication that occurs? How might a manager’s personality impact communication in the workplace? What other factors might play a role in shaping communication in a workplace?

What shapes communication? Sender Receiver Medium Cultural context Experience of sender and receiver Organizational context

What is communication? Dynamic Continuous Circular Unrepeatable Irreversible Complex

Levels of communication Intrapersonal Interpersonal Organizational Mass/public Audiences for business communication: internal, external, global

Question 2 What strategies can we employ to make communication more effective in the workplace?

Improving workplace communication Overcoming physical barriers to communication (noise, inadequate technology, etc.) Overcoming psychological barriers to communication (prejudice or stereotypes, for example) Anticipating needs of audience, whether internal or external Limiting amount of communication (too many e- mails might cause important messages to be overlooked)

Questions to ask Who should communicate the message? Who is the intended audience? What do you know about the audience? What should the content of the message be? What is the best way to send the message ( , memo, business letter) What style and word choice is appropriate? How will you gauge the success of your message (action taken, for example?) What messages are competing with your own? How can you best motivate your audience?

Successful communication Connect the message to the goals of the organization—be consistent. Know your company’s strategic plan. Attract the attention of your audience. That means knowing your intended audience and their needs! Explain your position in a way your audience will understand and accept. Motivate your audience to act on your message! Make sure they are prepared for contradictory messages if necessary. Manage their expectations—don’t promise what you cannot deliver.

Bad news messages Begin and end on a positive note Present the negative information clearly Maintain as much goodwill as possible by making the reader feel as if his/her position has been taken seriously Reduce or eliminate the need for future correspondence

Parts of negative messages Buffers (do not use unless the situation is unique— don’t want to mislead reader) Reasons (only use watertight reasons) Refusals Alternatives Ending—create goodwill!

Good news/informative messages Give good news and summarize the main points in your message. Provide the needed details, including any background needed to understand the message. Present any negative elements (with a positive spin, if possible). Explain any reader benefits. Use a goodwill ending that emphasizes the business relationship between the writer and reader(s).

Audience reactions: What to avoid Anger Frustration Hostility (that results in negative behavior) Boredom Confusion or misinterpretation (either of the information or your tone) Inaction (including the reader not looking at the message at all!)

Desired reactions Respect Action (if called for) Understanding

Remember… Writing in business is always a reflection on your ability to communicate effectively. Proofread your work, ask someone else to check it, and be sure to write politely. Never put anything in writing that you don’t want seen by everyone in your company. Be professional!

Case studies: Managing Crises 1-1 Starbucks versus breastfeeding moms 1-2 Augusta National Golf Club versus Martha Burk and National Council of Women’s Organizations 1-3 Taco Bell and Kraft: the taco shell/Cry9c recall

References Locker, K. O. (2006). Business and administrative communication (7th ed). Columbus, OH: McGraw- Hill. O’Rourke, J.S. (2007). Management communication: a case-analysis approach (3 rd ed). Upper Saddle River, NJ: Prentice Hall.