Communicating in

Todays Workplace
Business
Communication:
Process and Product

Communicating in the New

Workplace
Skills for
Career Success

The Communication
Process

Organizational
Communication

Ethical Business
Communication

Why You Need to Build

Career Skills
Strong communication skills are
necessary for hiring.
top skill set sought by employers.
critical for promotion.
essential for effective job performance.
more important now as a result of
technology.
learned through instruction and practice.

Ensure Your Success as a

Knowledge Worker
In todays Information Age, expect to
work with words, figures, and data
think critically
make decisions
take charge of your career
continue learning all your life

Get Ready for Critical Thinking,

Decision Making, and Problem
Solving
Identify and clarify

Gather information
Evaluate evidence
Consider options
Test best option

Problem
5

Factors that Affect You in the

New Workplace

Heightened global competition

Flattened management hierarchies
Expanded team-based management
Innovative communication technology
New work environments
Increasingly diverse workforce

What It Takes to Succeed

Jean-Louis Bellurget RF/ Pixland / Jupiterimages

Success for YOU in the new global and diverse

workplace requires excellent communication
skills!

The Communication Process

Basic Model

Noise
Noise

Noise

Message
travels
over
channel

Possible
additional
feedback
to receiver
8

4
Receiver
decodes
message

Noise
6

Sender
has idea

Sender
encodes
idea in
message

Noise

Noise

Feedback
5 travels to
sender

Noise

Noise

The Communication Process

Expanded Model
Stimulus
Sending Channel

Understanding

BARRIERS

Encoding

Encoding
Understanding
Decoding

Decoding
Feedback Channel
Person A

Person B
9

Inheritance

10

Understanding Is Shaped by

Communication climate
Context and setting
Background, experiences
Knowledge, mood
Values, beliefs, culture

11

Barriers That Create

Misunderstandings
Bypassing
Poor listening skills
Differing frames of
reference
Lack of language
skills
Emotional
interference
Physical
distractions
12

Overcoming Barriers That

Cause Misunderstandings
Realize that
communication is
imperfect.
Adapt the message
to the receiver.
Improve your
language and
listening skills.
Question your
preconceptions.
Encourage

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Organizational Communication
Functions

Forms

Internal
External

New emphasis

Oral
Written

Delivery

Interactive
Mobile
Instant

Electronic
Hard copy

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Communication and Formal

Channels
Written

Oral

Memos, letters
Annual report
Company newsletter
Bulletin board postings
Orientation manual

Telephone
Face-to-face conversation
Company meetings
Team meetings

Electronic
E-mail, Instant messaging
Voicemail,
Videoconferencing
Intranet
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Information Flow in
Organizations
Formal Channels
Managers

Supervisors

Coworkers

Coworkers

Upward flow

Horizontal flow

Downward flow

Subordinates

Supervisees
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Information Flow in
Organizations
Formal Channels
Managers

Supervisors

Job plans
Policies
Instructions
Procedures
Flows from
decision makers
to workers
Downward
Subordinates

Supervisees
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Information Flow in
Organizations
Formal Channels
Managers

Supervisors

Upward
Feedback
Progress
Problems
Suggestions
Flows from
employees to
decision makers
Subordinates

Supervisees
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Horizontal flow
Shared information to coordinate
tasks, solve problems, resolve conflict
Flows among workers
at the same level

19

Coworkers

Coworkers

Information Flow in
Organizations
Formal Channels

Information Flows in
Organizations
Informal Channels

The grapevine, gossip from the

break room to the water cooler
Carries unofficial messages
Flows haphazardly
Can be remarkably accurate
Is mostly disliked by management
Thrives where official information
is limited

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Barriers to the Flow of

Organizational Information

Lack of trust, turf wars, fear of reprisal

Uneven reward systems
Closed communication climate
Top-heavy organizational structure
Filtering, prejudice, ego involvement
Poor communication skills

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Overcoming Barriers to
Effective Communication
Encourage open, trusting environment for
interaction and feedback.
Provide more information through formal
channels.
Train managers and employees to improve
communication skills.

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Overcoming Barriers to
Effective Communication
Flatten the organizational structure.
Establish hotline and ombudsman
programs.
Establish fair reward system for individual
and team achievement.
Encourage full participation in teams.

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Understanding Ethical Behavior

on the Job
What is ethical behavior?

Doing the right thing

given the circumstances

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Five Common Ethical Traps

to Avoid on the Job
1. The false necessity trap
Convincing yourself that no other choice exists

2. The doctrine of relative filth

Comparing your unethical behavior with
someone elses even more unethical behavior

3. The rationalization trap

Justifying unethical actions with excuses

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Five Common Ethical Traps

to Avoid on the Job
4. The self-deception trap
Persuading yourself, for example,
that a lie is not really a lie

5. The ends-justify-the-means trap

Using unethical methods to accomplish a
desirable goal

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Goals of Ethical Business

Communicators

Abide by the law

Tell the truth
Label opinions
Be objective
Communicate
clearly
Use inclusive
language
Give credit
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Tools for Doing the Right Thing

Is the action you are
considering legal?
How would you see the
problem if you were on
the opposite side?
What are alternate
solutions?
Can you discuss the
problem with someone
you trust?
How would you feel if
people you care about
learned of your action?
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