Communicating in the Workplace
Copyright © 2018 McGraw-Hill Education. All rights reserved. No reproduction or distribution permitted without the prior written consent of McGraw-Hill Education.
Learning Objectives (1) Explain and/or describe the following concepts:
1. The importance of business communication to you and to business.
2. The ways in which business communication is a form of problem solving.
3. The skills needed by today’s business communicators.
4. Professionalism and its importance to business communicators. 5. The three main categories of business communication.
Copyright © 2018 McGraw-Hill Education.
Learning Objectives (2)
6. The two types of communication networks in an organization.
7. The main factors that affect the types and amount of communicating that an organization does.
8. The contexts for each act of business communication. 9. The business communication process.
Copyright © 2018 McGraw-Hill Education.
Importance
Communication was rated as one of the top attributes desired by employers.
National Association of Colleges and Employers Survey, 2015
Copyright © 2018 McGraw-Hill Education. Image: Mmdi/Getty Images
Need
1 in 5 projects is unsuccessful
because of ineffective communication.
Project Management Institute, 2013
Copyright © 2018 McGraw-Hill Education.
Communication as Problem Solving When a customer complains . . .
How do I respond? In what format?
When do I respond?
Copyright © 2018 McGraw-Hill Education.
What tone should I use?
What should I say?
Image: © Ingram Publishing / Fotosearch
Problem Solving
Most business communication problems are ill-defined and require
• Research
• Analysis
• Creativity
• Judgment
Copyright © 2018 McGraw-Hill Education. Image: Shutterstock / Rawpixel.com
Test Your Judgment
You work at a startup where two employees have reported sexual harassment, even though no formal policy is in place.
As the Director of Human Resources, you need to announce a new sexual harassment policy.
What do you think is the best medium for this?
• Email? • Memo?
• Presentation? • Workshop?
• Or a combination?
Copyright © 2018 McGraw-Hill Education.
Communication Skills
A Baby Boomer statistical genius who grew up in the inner city and a Millennial designer from the suburbs are assigned to the same team to develop an online marketing campaign.
• What communication skills will they need to work together well?
• What kinds of literacy may present challenges for them?
Copyright © 2018 McGraw-Hill Education. Image: Shutterstock / everything possible
Workplace Diversity
Lifestyle Academic background
Culture Value
Experience
Gender Life stage
Mid-career recruitment Race
Age
Diversity makes companies stronger and more competitive.
Copyright © 2018 McGraw-Hill Education. Image: © Image Source, all rights reserved.
Workplace Diversity Analysis
§Have you ever worked at a company where diversity, from age to lifestyle, was a low priority?
§How did that affect your work experience or the quality of work?
§How did it affect the development of other communication skills?
§How did a lack of diversity affect interpersonal skills?
§How did it relate to attitudes about social responsibility?
Copyright © 2018 McGraw-Hill Education.
A Recipe for Better Companies?
“High-value work” has “an imaginative component.”
Businesses now operate in an age of social accountability.
Trust . . . is critical to the success of business.
Do you agree?
Copyright © 2018 McGraw-Hill Education.
Professionalism
Goes beyond etiquette and social behavior and includes
• Respectful communication • Loyalty • Work ethic • Adaptability • Service |
“Why didn’t anyone tell me it was casual Friday?” |
The goal of good manners “is to build positive relationships that enable a working environment to function in the most favorable way to all concerned.” Jacqueline Whitmore, Business Etiquette Expert |
Copyright © 2018 McGraw-Hill Education. Image: © McGraw-Hill Education
You Make the Call: Professional or Not?
§A clothing store cashier talks on the in -house headset to a coworker about a demanding customer.
§Your doctor refers to some other patients’ cases (without revealing names) that are similar to your own.
§A bank CEO texts some potential clients to ask them to join him for after -work drinks.
Copyright © 2018 McGraw-Hill Education. Image: © Ingram Publishing / Fotosearch
How Professional Is This Email?
Susan,
With the deadline at our doorstep, we are looking for your confirmation you are on it. John reached out via Chatter and email an hour ago, and you still haven’t responded. I also reached out via Chatter.
While I realize your last day is Wednesday, and you had funeral services to attend today, it’s important to maintain communication and keep up your brand. I know John and Leo appreciate you—let’s land on a good note and maintain that strong relationship :)!
—Noelle
Copyright © 2018 McGraw-Hill Education.
Categories of Communication
§Internal-Operational
§External- §Personal Operational
External Audiences
Copyright © 2018 McGraw-Hill Education. Jump to Appendix 1 long image description
Networks
Formal network
• Well-established along operational lines
• Depends on certain established forms or “genres” in the company
• Planned and managed Informal network • Complex • Dynamic |
§Give an example of a formal network. Who’s in charge? Who is allowed to talk directly to the boss?
§Give an example of an informal network. Who leads the conversations in this network? |
Copyright © 2018 McGraw-Hill Education.
Formal vs. Informal Networks
Jump to Appendix 2 long image Copyright © 2018 McGraw-Hill Education. description
What’s the Culture?
• CEO in blue jeans
• Decision by committee • Open cubicle layout
• Paper reports
• Telecommuting team • Posh boardroom
• Community service sign-ups • Suits
• Paper-free office
Copyright © 2018 McGraw-Hill Education. Image: Robert Daly/Getty Images
Communication Model
Jump to Appendix 3 long image description Copyright © 2018 McGraw-Hill Education.
Role Play
An executive is in a hurry to get to an important meeting, but construction in his company’s parking lot is blocking his way. Act out a conversation that might happen between the exec and a road worker.
Some people can act out a negative outcome and some can act out a positive outcome. What contexts are at play in this interaction?
Copyright © 2018 McGraw-Hill Education. Image: Ingram Publishing
Communication Process The sender . . . The receiver . . .
• Senses a need to communicate
• Defines the situation
• Considers possible communication strategies
• Selects course of action
• Composes the message (medium, content, structure, style, form)
• Sends the message
• Receives the message • Interprets it
• Decides on a response
• Replies (becoming a new sender)
Copyright © 2018 McGraw-Hill Education.
Bottom Line
“The goal of business communication is to create a shared understanding of business situations that will enable people to work successfully together.”
Copyright © 2018 McGraw-Hill Education. Image: CDC/Cade Martin