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Chapter 1: Communicating at Work
© McGraw-Hill Higher Education. All rights reserved.
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Importance of Communication
Important in all jobs Leads to promotability Adds to success In top 10 qualities or skills wanted by employers © McGraw-Hill Higher Education. All rights reserved.
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Nature of Communication
Process of Communication © McGraw-Hill Higher Education. All rights reserved.
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Nature of Communication
Communication Contexts Physical Social Chronological Cultural © McGraw-Hill Higher Education. All rights reserved.
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Communication Principles
Is unavoidable Operates on 2 levels Is irreversible Is a process Is not a panacea © McGraw-Hill Higher Education. All rights reserved.
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Ethical Dimensions of Communication
Utilitarian Approach Rights Approach Common-Good Approach Virtue Approach Professional Ethic Publicity Test © McGraw-Hill Higher Education. All rights reserved.
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Using Communication Networks
Formal Communication Networks © McGraw-Hill Higher Education. All rights reserved.
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Using Communication Networks
Downward Communication © McGraw-Hill Higher Education. All rights reserved.
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Using Communication Networks
Types of Downward Communication Job Instructions Job Rationale Procedures & Practices Feedback Indoctrination © McGraw-Hill Higher Education. All rights reserved.
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Using Communication Networks
Upward Communication © McGraw-Hill Higher Education. All rights reserved.
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Using Communication Networks
Messages of Upward Communication What subordinates are doing Unsolved work problems Suggestions for improvement How subordinates feel © McGraw-Hill Higher Education. All rights reserved.
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Using Communication Networks
Horizontal Communication © McGraw-Hill Higher Education. All rights reserved.
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Using Communication Networks
Purposes of Horizontal Communication Task Coordination Problem Solving Sharing Information Conflict Resolution Building Rapport © McGraw-Hill Higher Education. All rights reserved.
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Using Communication Networks
Informal Communication Networks © McGraw-Hill Higher Education. All rights reserved.
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Using Communication Networks
Functions of Informal Networks Confirming formal messages Expanding on formal messages Expediting formal messages Contradicting official messages Circumventing formal channels © McGraw-Hill Higher Education. All rights reserved.
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Using Communication Networks
Cultivating Personal Networks View everyone as prospect Be sensitive to personal & cultural factors Treat contacts with gratitude & respect © McGraw-Hill Higher Education. All rights reserved.
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Using Communication Networks
Cultivating Personal Networks Help others Get referrals to secondary sources Seek mentor © McGraw-Hill Higher Education. All rights reserved.
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Face-to-Face and Electronic Communication Channels
Face-to-Face Communication Telephone and Voice Mail Teleconferencing and Videoconferencing and Written Communication © McGraw-Hill Higher Education. All rights reserved.
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Face-to-Face and Electronic Communication Channels
Characteristics of Written Communication Permanent Easier to understand Composed in advance Less prone to errors © McGraw-Hill Higher Education. All rights reserved.
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Face-to-Face and Electronic Communication Channels
Choosing Communication Channel Consider desired tone Consider organization’s culture Consider using multiple channels © McGraw-Hill Higher Education. All rights reserved.
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