1. This Multimedia product and its contents are protected under copyright law. The following are prohibited by law: Any public performance or display, including transmission of any image over a network; Preparation of any derivative work, including the extraction, in whole or in part, of any images; Any rental, lease, or lending of the program. Copyright © 2008 Allyn & Bacon The Model of Strategic Communication 1. Recognize importance of strategic organizational communication. 2. Name the four elements of strategic communication. 3. Understand how values & ethics influence communication activity. 4. Set goals that are appropriate and effective. 5. Use situational knowledge to enhance communication. 6. Understand and demonstrate communication competence. 7. Understand causes & methods of dealing with communication anxiety. CHAPTER 2 Chapter Objectives

2. Copyright © 2008 Allyn & Bacon Model of Strategic Communication

3. Copyright © 2008 Allyn & Bacon The Organizational Framework Values are often clarified by examining the mission statement, which may include the following:  Primacy of Customer  Honesty and Integrity  Respect for Other Workers  Innovative Thinking  Quality Service  Creativity  High Ethical Standards

4. Copyright © 2008 Allyn & Bacon Suggested Guidelines for Enhancing Ethical Standards 1. Maintain candor. 2. Keep messages accurate. 3. Avoid deception. 4. Consistently behave. 5. Keep confidences. 6. Ensure timeliness of communication. 7. Confront unethical behavior. 8. Cultivate empathic listening.

5. This Multimedia product and its contents are protected under copyright law. The following are prohibited by law: Any public performance or display, including transmission of any image over a network; Preparation of any derivative work, including the extraction, in whole or in part, of any images; Any rental, lease, or lending of the program. Copyright © 2008 Allyn & Bacon Discussion Question: How do personal values affect organizational behavior? Consider this quote: A single injustice anywhere, is an injustice everywhere. Stand firm in the face of adversity and remain true to your conviction. Anonymous

6. Copyright © 2008 Allyn & Bacon Organizational Structure  Virtual Organization  Tall Organization  Flat Organization

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8. Organizational Learning Engage in adaptive learning. Understand organizational values. Develop specific knowledge of the organization. Observe the successes and failures of others. Get on-the-job training. Understand office politics.

9. Copyright © 2008 Allyn & Bacon Dimensions of Communication Climate Supportiveness Participative Decision Making Trust, Confidence, and Credibility Openness and Candor High Performance Goals

10. Copyright © 2008 Allyn & Bacon Goal Setting Process

11. Copyright © 2008 Allyn & Bacon Competent Messages Need to Be… Specific Accurate Honest Logical Complete Succinct Deadline-oriented Relevant Timely Feedback-oriented

12. Copyright © 2008 Allyn & Bacon Internal Communication Downward Communication  Job instructions  Job rationale  Procedures and practices  Feedback Upward Communication  Employee performance  Attitudes and understanding  Activity reports on accomplishments Horizontal Communication  Problem solving  Informal networks

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14. External Communication Messages are exchanged between the organization and its environment. Organizations use newsletters, annual reports and events. Organizations are using the web to inform the public.

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16. Channel Richness and Selection Speed/Immediacy Accuracy Feedback Selectivity Appropriateness Accountability Acceptability

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18. Discussion Questions Do you prefer the telephone? E-mail? Instant Messaging? Text Messaging? Face-to Face? Are there some communication channels that you use more often? For which situation do you prefer to use one channel over another? What do you think of personal web pages and blogs? How could organizations benefit from this type of technology?

19. Copyright © 2008 Allyn & Bacon Anxiety Management Causes of Anxiety Novelty Formality Subordinate status Conspicuousness Large groups Different Cultural Experiences Evaluation

20. Copyright © 2008 Allyn & Bacon Anxiety Management Everyone experiences some level of anxiety. Each fear has its own origin. Three (E’s) of success: Encode messages carefully. Explain each idea concisely. Express each idea with an appropriate energy level.