BCEN 3510 Business Communication Chapter 1 Effective and Ethical Communication at Work

Chapter 1 Why You Need to Build Career Skills Obtain a job Merit promotion(s) More effective employee

Chapter 1 What Employers Expect Ability to communicate Being able to think critically Competent to make decisions Continue to learn

Chapter 1 Trends That Affect You in the Workplace Global competition Flattened management hierarchies Team-based management Communication technology New work environments Increasingly diverse workforce Emphasis on ethics

Chapter 1 Communication Model Idea formation Sender (encodes) Medium Receiver (decodes) Feedback

Chapter 1 Factors That Shape Understanding Communication climate Context and setting Background, experience Knowledge, mood Values, beliefs, culture

Chapter 1 Barriers That Create Misunderstandings Bypassing Differing frames of reference Lack of language skills Poor listening skills Emotional interference Physical distractions

Chapter 1 Overcoming Barriers That Cause Misunderstandings Recognize that communication is imperfect Adapt message to the receiver Improve your language and listening skills Question your preconceptions Encourage feedback

Chapter 1 Organizational Communication Functions New Emphasis Forms Internal External New Emphasis Interactive Mobile Instant Forms Oral Written Delivery Electronic Hard Copy

Chapter 1 Communication and Formal Channels Written channels Memos, letters Annual report Company newsletter Bulletin board postings Orientation manual

Chapter 1 Communication and Formal Channels Oral channels Telephone Face-to-face conversation Company meetings Team meetings

Chapter 1 Communication and Formal Channels Electronic channels E-mail Instant/text messaging Voicemail Videoconferencing Blogging Social networks Wikis Microblogging Web chat

Chapter 1 Formal Channels of Information Flow Upward Downward Horizontal (lateral) Informal Channels of Information Flow Grapevine Effective usage Ineffective usage

Chapter 1 Obstacles to Flow of Organizational Information Lack of trust, turf wars, fear of reprisal Uneven reward systems Closed communication climate Little official communication Top-heavy organizational structure Long lines of communication Filtering, prejudice, ego involvement

Chapter 1 Surmounting Obstacles to Effective Communication Encourage open, trusting environment Flatten the organizational structure Provide more information through formal channels Train managers and employees in effective communication Establish hotline and ombudsman programs Establish fair reward system for individual & team members Encourage full participation in teams

Chapter 1 Ethical Behavior Traps to Avoid False necessity trap—convincing yourself there is no other choice Doctrine of relative filth—comparing your behavior to another’s Rationalization trap—justifying unethical actions with excuses Self-deception trap– persuading yourself that a lie is not really a lie Ends-justify-the-means trap—using unethical means to accomplish a goal

Chapter 1 Goals of Ethical Business Communicators Abide by the law Tell the truth Label opinions Be objective Communicate clearly Use inclusive language Give credit

Chapter 1 Tools for Doing the Right Thing Is the action you are considering legal? How would you see the problem if you were on the other side? What are alternative solutions? Can you discuss the problem with someone you trust? How would you feel if people you care about learned of your action?