Chapter 1: Communicating at Work © 2013 McGraw-Hill Higher Education. All rights reserved.

Importance of Communication Important in all jobs Leads to promotability Adds to success In top 10 qualities or skills wanted by employers © 2013 McGraw-Hill Higher Education. All rights reserved.

Nature of Communication Process of Communication © 2013 McGraw-Hill Higher Education. All rights reserved.

Nature of Communication Communication Contexts Physical Social Chronological Cultural © 2013 McGraw-Hill Higher Education. All rights reserved.

Communication Principles Is unavoidable Operates on 2 levels Is irreversible Is a process Is not a panacea © 2013 McGraw-Hill Higher Education. All rights reserved.

Ethical Dimensions of Communication Utilitarian Approach Rights Approach Common-Good Approach Virtue Approach Professional Ethic Publicity Test © 2013 McGraw-Hill Higher Education. All rights reserved.

Using Communication Networks Formal Communication Networks © 2013 McGraw-Hill Higher Education. All rights reserved.

Using Communication Networks Downward Communication © 2013 McGraw-Hill Higher Education. All rights reserved.

Using Communication Networks Types of Downward Communication Job Instructions Job Rationale Procedures & Practices Feedback Indoctrination © 2013 McGraw-Hill Higher Education. All rights reserved.

Using Communication Networks Upward Communication © 2013 McGraw-Hill Higher Education. All rights reserved.

Using Communication Networks Messages of Upward Communication What subordinates are doing Unsolved work problems Suggestions for improvement How subordinates feel © 2013 McGraw-Hill Higher Education. All rights reserved.

Using Communication Networks Horizontal Communication © 2013 McGraw-Hill Higher Education. All rights reserved.

Using Communication Networks Purposes of Horizontal Communication Task Coordination Problem Solving Sharing Information Conflict Resolution Building Rapport © 2013 McGraw-Hill Higher Education. All rights reserved.

Using Communication Networks Informal Communication Networks © 2013 McGraw-Hill Higher Education. All rights reserved.

Using Communication Networks Functions of Informal Networks Confirming formal messages Expanding on formal messages Expediting formal messages Contradicting official messages Circumventing formal channels © 2013 McGraw-Hill Higher Education. All rights reserved.

Using Communication Networks Cultivating Personal Networks View everyone as prospect Be sensitive to personal & cultural factors Treat contacts with gratitude & respect © 2013 McGraw-Hill Higher Education. All rights reserved.

Using Communication Networks Cultivating Personal Networks Help others Get referrals to secondary sources Seek mentor © 2013 McGraw-Hill Higher Education. All rights reserved.

Face-to-Face and Electronic Communication Channels Face-to-Face Communication Telephone and Voice Mail Teleconferencing and Videoconferencing E-mail and Written Communication © 2013 McGraw-Hill Higher Education. All rights reserved.

Face-to-Face and Electronic Communication Channels Characteristics of Written Communication Permanent Easier to understand Composed in advance Less prone to errors © 2013 McGraw-Hill Higher Education. All rights reserved.

Face-to-Face and Electronic Communication Channels Choosing Communication Channel Consider desired tone Consider organization’s culture Consider using multiple channels © 2013 McGraw-Hill Higher Education. All rights reserved.