Business and Professional Excellence in the Workplace CHAPTER 1 Business and Professional Excellence in the Workplace 1

Learning Objectives Define professional excellence and communication Identify business and professional communication contexts Discuss the importance of human communication in business and professional contexts Identify the four KEYS to communication in the workplace Quintanilla, Business and Professional Communication: Keys for Workplace Excellence 3e © 2016 SAGE Publications, Inc.

Learning Objectives (cont.) Explain the components of the communication model Describe the communication challenges posed by social media and technology Identify the types and causes of communication apprehension Discuss communication and professional excellence from an ethical perspective Quintanilla, Business and Professional Communication: Keys for Workplace Excellence 3e © 2016 SAGE Publications, Inc.

Introduction Twitter Embodies Communication and Professional Excellence Twitter allows users to share content and conversations in real time Twitter provides a challenging workplace Twitter employees enjoy the workplace Twitter employees report work-life balance and good compensation Quintanilla, Business and Professional Communication: Keys for Workplace Excellence 3e © 2016 SAGE Publications, Inc. 4

What is Business and Professional Communication? It involves: Interviewing Relational Communication Mediated Communication Presentational Speaking Written Documents Interpersonal Communication at Work Quintanilla, Business and Professional Communication: Keys for Workplace Excellence 3e © 2016 SAGE Publications, Inc. 5

Business and Professional Excellence in Different Contexts Understand the Importance of Human Communication Role-taking and feedback are critical Communicators are impacted by previous communication experiences Physical surroundings and communication channels influence communicators Quintanilla, Business and Professional Communication: Keys for Workplace Excellence 3e © 2016 SAGE Publications, Inc. 6

Business and Professional Excellence in Different Contexts Understand the Importance of Human Communication Communication is altered by cultural influences Communicators are influenced by perceived relationships Quintanilla, Business and Professional Communication: Keys for Workplace Excellence 3e © 2016 SAGE Publications, Inc. 7

Business and Professional Excellence in Different Contexts Understand the Importance of: Verbal and nonverbal communication Résumés, interviews, and negotiations Getting to know the diverse workplace Interpersonal communication at work Strengthening teams and conducting meetings The importance of technology in the workplace Quintanilla, Business and Professional Communication: Keys for Workplace Excellence 3e © 2016 SAGE Publications, Inc. 8

Business and Professional Excellence in Different Contexts Understand the Importance of: Business and professional writing Leadership and conflict management Presentations Work-life balance Quintanilla, Business and Professional Communication: Keys for Workplace Excellence 3e © 2016 SAGE Publications, Inc. 9

Understanding the KEYS Process Helps you to demonstrate professional excellence Know Yourself Evaluate the Professional Context Your Communication Interaction Occurs Step Back and Reflect Quintanilla, Business and Professional Communication: Keys for Workplace Excellence 3e © 2016 SAGE Publications, Inc. 10

Quintanilla, Business and Professional Communication: Keys for Workplace Excellence 3e © 2016 SAGE Publications, Inc.

Defining Communication Human Communication The process of understanding our experiences and the experiences of others through the use of verbal and nonverbal messages Communication Bravado Perceiving communication as effective, while others perceive it as ineffective Quintanilla, Business and Professional Communication: Keys for Workplace Excellence 3e © 2016 SAGE Publications, Inc. 12

The Importance of Communication Majority of surveyed view communication skills as valuable and useful for future careers Interviewing, teamwork, and presentation skills are among the competencies listed by U.S. Department of Labor as necessary in the workplace Quintanilla, Business and Professional Communication: Keys for Workplace Excellence 3e © 2016 SAGE Publications, Inc. 13

Social Media and Technology Creates new challenges in the communication age Knowing when to use computer-mediated communication or face-to-face communication Practicing intercultural sensitivity can be difficult Information overload can negatively affect your work and health Quintanilla, Business and Professional Communication: Keys for Workplace Excellence 3e © 2016 SAGE Publications, Inc. 14

Quintanilla, Business and Professional Communication: Keys for Workplace Excellence 3e © 2016 SAGE Publications, Inc.

Communication: A Complex Process Sender and Receiver Senders encode messages for receivers to decode, co-creating message meaning Message and Feedback Messages include verbal and nonverbal communication Feedback from a receiver lets sender know if message was communicated properly Quintanilla, Business and Professional Communication: Keys for Workplace Excellence 3e © 2016 SAGE Publications, Inc. 16

Communication: A Complex Process Channels of Communication The methods by which messages are sent, such as reports, face-to-face, e-mails, text messages, etc. Many channels ― strengths and weaknesses Communication Context The location, time, and occasion where communication occurs Quintanilla, Business and Professional Communication: Keys for Workplace Excellence 3e © 2016 SAGE Publications, Inc. 17

Communication: A Complex Process Noise Impacts the Communication Process External noise Refers to audible sounds that distract from proper communication Internal noise Refers to the other factors such as fatigue and hunger that may hinder communication Quintanilla, Business and Professional Communication: Keys for Workplace Excellence 3e © 2016 SAGE Publications, Inc. 18

Communication Apprehension Types of Communication Apprehension Trait Apprehension ― the tendency for shy people to feel anxious while in communicative environments Context Apprehension ― fear of communicating in certain contexts Quintanilla, Business and Professional Communication: Keys for Workplace Excellence 3e © 2016 SAGE Publications, Inc. 19

Communication Apprehension Types of Communication Apprehension Audience-based Apprehension ― fear of communicating with certain people or groups Situational Apprehension ― fear of communicating in a specific set of circumstances Quintanilla, Business and Professional Communication: Keys for Workplace Excellence 3e © 2016 SAGE Publications, Inc. 20

Communication Apprehension Different Causes of Communication Apprehension Eight causes: novelty, formality, subordinate status, peer evaluation, dissimilarity, conspicuousness, lack of attention, prior history Identifying cause important in learning skills that will reduce those fears Quintanilla, Business and Professional Communication: Keys for Workplace Excellence 3e © 2016 SAGE Publications, Inc. 21

Communication Ethics Ethics General term for the discussion, determination, and deliberation process for deciding right and wrong, should and should not do, appropriate Ethical Consideration In communication includes lying, keeping and/or telling secrets, integrity, aggressive communication, cheating Quintanilla, Business and Professional Communication: Keys for Workplace Excellence 3e © 2016 SAGE Publications, Inc. 22

Communication Ethics Values Moral principles or rules that determine ethical behavior Organizational Values Typically outlined in an organizational mission or goal – many jobs require employees to subscribe to organizational values Quintanilla, Business and Professional Communication: Keys for Workplace Excellence 3e © 2016 SAGE Publications, Inc. 23

KEYS to Excellence in the Workplace Know yourself ― actively assess your skills as a communicator and then develop strategies to utilize your strengths and weaknesses Evaluate the professional context – proactively address the needs of your audience and understand the constraints of the communication situation Quintanilla, Business and Professional Communication: Keys for Workplace Excellence 3e © 2016 SAGE Publications, Inc. 24

KEYS to Excellence in the Workplace Your communication interaction occurs – as you monitor your own verbal and nonverbal cues in addition to the cues from the audience Step back and reflect – examine the effectiveness of verbal and nonverbal messages you convey to others and the success of the interactions Quintanilla, Business and Professional Communication: Keys for Workplace Excellence 3e © 2016 SAGE Publications, Inc. 25