Lesson 4.1 Communicating in the Work Environment Identify and describe effective communication strategies on the job. Discuss guidelines for effective human relations at work. © South-Western Educational Publishing

Effective Communication at Work Listening Speaking Informal Formal Communication flow in the workplace E-mail communication © South-Western Educational Publishing

Communication on the Job © South-Western Educational Publishing

Listening Hearing vs. listening Sympathetic listening (empathetic) Hearing is the process of perceiving sound. Little thinking and effort. Listening is an active hearing process that requires concentration and effort. Sympathetic listening (empathetic) Is the ability to perceive from another person’s point of view and to sense what the person is feeling.

Listening Critical listening Creative listening Is the ability to differentiate facts from opinion. Ex analyzing information about a product. “best buy” “top quality” Creative listening Listening with your mind open to new ideas. Ex brainstorming- think tanks

Informal Speaking People speak informally to: To make contact with others To exchange information To influence others To solve problems © South-Western Educational Publishing

Formal Speaking Formal speeches are prepared in advance and designed to: Inform Goal is to convey information to your audience. Entertain To get your audience to relax and enjoy themselves. It’s difficult since it depends on the audience reaction. Persuade To convince your audience to take some action or to believe something.

Control Stage Fright (nervousness) Build your confidence. Talk before small groups. Take speech classes and observer other speakers Be well prepared. Outline, Time, prepare additional material. Practice public speaking. Start with short speeches and build to longer ones. Volunteer to speak, record your voife.

Communication Among Employees Horizontal communication—is communication among co-workers of equal rank. Email, informal small groups, one-to-one. Co-workers share information and solve problems to complete their tasks.

Communication Between Employees and Employers Downward communication—Flows from higher to lower levels in an organization Managers give employees instructions feedback etc. Upward communication—Flows from lower to higher levels in an organization Communicate with managers about suggestions, work problems etc.

E-mail Communication Most common form of communication in business today. Be concise. Use correct grammar. Proofread before sending. Great since you can get read receipts, save emails etc.

E-mail Communication Advantages Fast Inexpensive Simultaneous Easy to learn and use Disadvantages Overuse Lack of privacy © South-Western Educational Publishing

Human Relations at Work Accept differences. Treat others as individuals. Empathize with others. Praise others. Focus on problems, not people. Accept responsibility. Avoid dogmatic statements. Asserts an opinion as if it was a fact. Treat others as equals. Trust others. Control your emotions.

Permanent vs. Part-time Permanent Employee- Is a fulltime employee that works 40 hours a week. Also known as full time employees. They usually qualify for benefits Part-time- works less than the 40 hours a week and usually do not qualify for benefits.

Flex time Flextime is a scheduling arrangement that permits variations in an employee’s starting and departure times, but does not change the total number of hours worked in a week. Flextime may be applied to full-time and part-time positions.

Telecommuting Telecommuting is a work arrangement in which the employee works outside the office, often working from home or at a location close to home (including coffee shops, libraries, and various other locations).

Job Sharing Job sharing is when two or more workers share the duties of one full-time job. Each employee works part time on related assignments, or the employees work on unrelated assignments but share the same budget line. Job sharing is a beneficial way for employers to retain current workers while also hiring new ones. It is also said to increase productivity and morale.

Soft skills They are the personal attributes needed for success on the job, and are less quantifiable than hard skills which include specific knowledge and abilities. Soft skills include attitude, communication, creative thinking, work ethic, teamwork, networking, problem solving and critical thinking.

Lesson 4.2 Thriving in the Work Environment Describe written and unwritten work rules. Discuss appropriate work attitudes and the problem of absenteeism. Discuss two theories of motivation and the results of job satisfaction. © South-Western Educational Publishing

Employer Expectations Work rules Written- usually in common areas and employee manual. Dress code unwritten (common sense). If broken- immediate discipline. Set an example Ex page 76

Employer Expectations Work attitudes Are important to employers because it affects morale, output and PR. Absenteeism A special kind of problem. How to deal with it depends on the reason. 60% due to serious or chronic illnesses, injuries of family emergencies. 20% short term illness (flu), personal problems, work related problems. 10% due to minor illness (cold) 10% pretend illness so they employee can have a day off.

Absenteeism Effects of absenteeism Costs of absenteeism If not taking action, employee morale goes down. They do not want to do other persons job. Costs of absenteeism Cost companies thousands of dollars annually. Absent days per month/work days per month* number of employees Ex page 77.

Motivation and Needs All human beings have some needs that are basic to survival and other needs that go beyond mere physical existence. Employment can help satisfy the 5 levels of Maslow’s Hierarchy of Needs Level 1 first. Managements job provide opportunities to fulfill the higher levels. Page 79

Maslow’s Hierarchy of Needs Self- actualization Self-esteem Love and Belonging Safety and Security Food, Clothing, and Shelter © South-Western Educational Publishing

Herzberg’s Two-Factor Theory Hygiene factors Include pay, fringe benefits, workplace environment Motivators Include challenging work, personal growth, responsibility, recognition, achievement © South-Western Educational Publishing

Results of Job Satisfaction Increased productivity Self-esteem and self-actualization To win praise of your employer and coworkers. You gain personal pride and satisfaction. Rewards and opportunities Employers seek to motivate employees with rewards. ( pay raises awards etc.)

Question Why are work rules both written and unwritten important to both employer and employees? What are some things you can do to create a favorable impression with an employer? How are motivators different from hygiene factors, according to Herzberg.