Chapter 1 Communicating at Work Mary Ellen Guffey, Business Communication: Process and Product, 5e Copyright © 2006

Changes Affecting the Workplace Heightened global competition Flattened management hierarchies Expanded team-based management Innovative communication technologies New work environments Increasingly diverse workforce Mary Ellen Guffey, Business Communication: Process and Product, 5e

Success for YOU in the new global and diverse workplace requires excellent communication skills! Mary Ellen Guffey, Business Communication: Process and Product, 5e

The Communication Process Basic Model Mary Ellen Guffey, Business Communication: Process and Product, 5e 3

The Communication Process Basic Model 1. Sender has idea Mary Ellen Guffey, Business Communication: Process and Product, 5e 8

The Communication Process Basic Model 1. Sender has idea Mary Ellen Guffey, Business Communication: Process and Product, 5e 8

The Communication Process Basic Model 1. Sender has idea 2. Sender encodes idea in message Mary Ellen Guffey, Business Communication: Process and Product, 5e 8

The Communication Process Basic Model 1. Sender has idea 2. Sender encodes idea in message Mary Ellen Guffey, Business Communication: Process and Product, 5e 8

The Communication Process Basic Model 1. Sender has idea 2. Sender encodes idea in message 3. Message travels over channel Mary Ellen Guffey, Business Communication: Process and Product, 5e 8

The Communication Process Basic Model 1. Sender has idea 2. Sender encodes idea in message 3. Message travels over channel Mary Ellen Guffey, Business Communication: Process and Product, 5e 8

The Communication Process Basic Model 1. Sender has idea 2. Sender encodes idea in message 3. Message travels over channel 4. Receiver decodes message Mary Ellen Guffey, Business Communication: Process and Product, 5e 8

The Communication Process Basic Model 1. Sender has idea 2. Sender encodes idea in message 3. Message travels over channel 4. Receiver decodes message Mary Ellen Guffey, Business Communication: Process and Product, 5e 8

The Communication Process Basic Model 5. Feedback travels to sender 1. Sender has idea 2. Sender encodes idea in message 3. Message travels over channel 4. Receiver decodes message Mary Ellen Guffey, Business Communication: Process and Product, 5e 8

The Communication Process Basic Model 5. Feedback travels to sender 1. Sender has idea 2. Sender encodes idea in message 3. Message travels over channel 4. Receiver decodes message Mary Ellen Guffey, Business Communication: Process and Product, 5e 8

The Communication Process Basic Model 5. Feedback travels to sender 1. Sender has idea 2. Sender encodes idea in message 3. Message travels over channel 4. Receiver decodes message Mary Ellen Guffey, Business Communication: Process and Product, 5e 8

The Communication Process Basic Model 5. Feedback travels to sender 1. Sender has idea 2. Sender encodes idea in message 3. Message travels over channel 4. Receiver decodes message 6. Possible additional feedback to receiver Mary Ellen Guffey, Business Communication: Process and Product, 5e 8

The Communication Process Basic Model 5. Feedback travels to sender 1. Sender has idea 2. Sender encodes idea in message 3. Message travels over channel 4. Receiver decodes message 6. Possible additional feedback to receiver Mary Ellen Guffey, Business Communication: Process and Product, 5e 8

The Communication Process Expanded Model Mary Ellen Guffey, Business Communication: Process and Product, 5e

Barriers to Interpersonal Communication Bypassing Limited frame of reference Lack of language skills Lack of listening skills Emotional interference Physical distractions Mary Ellen Guffey, Business Communication: Process and Product, 5e 10

Understanding is shaped by Communication climate Context and setting Background, experiences Knowledge, mood Values, beliefs, culture Mary Ellen Guffey, Business Communication: Process and Product, 5e 11

Barriers That Block the Flow of Information in Organizations Closed communication climate Top-heavy organizational structure Long lines of communication Lack of trust between management and employees Competition for power, status, rewards Mary Ellen Guffey, Business Communication: Process and Product, 5e 12

Additional Communication Barriers Fear of reprisal for honest communication Differing frames of reference among communicators Lack of communication skills Ego involvement Turf wars Mary Ellen Guffey, Business Communication: Process and Product, 5e 13

A Classic Case of Miscommunication In Center Harbor, Maine, local legend recalls the day when Walter Cronkite steered his boat into port. The avid sailor was amused to see in the distance a small crowd on shore waving their arms to greet him. He could barely make out their excited shouts: “Hello Walter, Hello Walter!” Mary Ellen Guffey, Business Communication: Process and Product, 5e

A Classic Case of Miscommunication As his boat came closer, the crowd grew larger, still yelling. Pleased at the reception, Cronkite tipped his white captain's hat, waved back, even took a bow. But before reaching dockside, Cronkite's boat abruptly jammed aground. The crowd stood silent. The veteran news anchor suddenly realized what they'd been shouting: “Low water, low water!” Mary Ellen Guffey, Business Communication: Process and Product, 5e

Analysis of Flawed Communication Process Mary Ellen Guffey, Business Communication: Process and Product, 5e 20

Analysis of Flawed Communication Process Sender has idea Warn boater Mary Ellen Guffey, Business Communication: Process and Product, 5e 20

Analysis of Flawed Communication Process Sender has idea Warn boater Sender encodes message “Low water!” Mary Ellen Guffey, Business Communication: Process and Product, 5e 20

Analysis of Flawed Communication Process Sender has idea Warn boater Sender encodes message “Low water!” Channel carries message Message distorted Mary Ellen Guffey, Business Communication: Process and Product, 5e 20

Analysis of Flawed Communication Process Sender has idea Warn boater Sender encodes message “Low water!” Channel carries message Message distorted Receiver decodes message “Hello Walter!” Mary Ellen Guffey, Business Communication: Process and Product, 5e 20

Barriers That Caused Cronkite Miscommunication Frame of reference Language skills Listening skills Receiver accustomed to acclaim and appreciative crowds. Maine accent makes "water" and "Walter" sound similar. Receiver more accustomed to speaking than to listening. Mary Ellen Guffey, Business Communication: Process and Product, 5e

Barriers That Caused Cronkite Miscommunication Emotional interference Physical barriers Ego prompted receiver to believe crowd was responding to his celebrity status. Noise from boat, distance between senders and receivers. Which of these barriers could be overcome through improved communication skills? Mary Ellen Guffey, Business Communication: Process and Product, 5e

Overcoming Communication Barriers Realize that communication is imperfect. Adapt the message to the receiver. Improve your language and listening skills. Question your preconceptions. Plan for feedback. Mary Ellen Guffey, Business Communication: Process and Product, 5e 22

Organizational Communication Functions: internal and external Form: oral and written Form: channel selection dependent on Message content Need for immediate response Audience size and distance Audience reaction Need to show empathy, friendliness, formality Flow: Formal: down, up, horizontal Informal: grapevine Mary Ellen Guffey, Business Communication: Process and Product, 5e 23

Communication Flowing Through Formal Channels Downward Management directives Job plans, policies Company goals Mission statements Horizontal Task coordination Information sharing Problem solving Conflict resolution Upward Employee feedback Progress reports Reports of customer interaction, feedback Suggestions for improvement Anonymous hotline Mary Ellen Guffey, Business Communication: Process and Product, 5e

Forms of Communication Flowing Through Formal Channels Written Executive memos, letters Annual report Company newsletter Bulletin board postings Orientation manual Oral Telephone Face-to-face conversation Company meetings Team meetings Electronic E-mail Voicemail Instant Messaging Intranet Videoconferencing Mary Ellen Guffey, Business Communication: Process and Product, 5e

MISCOMMUNICATION IN PRODUCT EVOLVEMENT Mary Ellen Guffey, Business Communication: Process and Product, 5e 26

As Marketing Requested It Mary Ellen Guffey, Business Communication: Process and Product, 5e

As Sales Ordered It Mary Ellen Guffey, Business Communication: Process and Product, 5e 28

As Engineering Designed It Mary Ellen Guffey, Business Communication: Process and Product, 5e

As Production Manufactured It Mary Ellen Guffey, Business Communication: Process and Product, 5e

As Maintenance Installed It Mary Ellen Guffey, Business Communication: Process and Product, 5e

What the Customer Wanted Mary Ellen Guffey, Business Communication: Process and Product, 5e

Message Distortion Downward Communication Through Five Levels of Management Message Amount of message written by board of directors 100% Mary Ellen Guffey, Business Communication: Process and Product, 5e 33

Message Distortion Downward Communication Through Five Levels of Management Message Amount of message written by board of directors 100% received by vice-president 63% Mary Ellen Guffey, Business Communication: Process and Product, 5e 34

Message Distortion Downward Communication Through Five Levels of Management Message Amount of message written by board of directors 100% received by vice-president 63% received by general supervisor 56% Mary Ellen Guffey, Business Communication: Process and Product, 5e 35

Message Distortion Downward Communication Through Five Levels of Management Message Amount of message written by board of directors 100% received by vice-president 63% received by general supervisor 56% received by plant manager 40% Mary Ellen Guffey, Business Communication: Process and Product, 5e 36

Message Distortion Downward Communication Through Five Levels of Management Message Amount of message written by board of directors 100% received by vice-president 63% received by general supervisor 56% received by plant manager 40% received by team leader 30% Mary Ellen Guffey, Business Communication: Process and Product, 5e 37

Message Distortion Downward Communication Through Five Levels of Management Message Amount of message written by board of directors 100% received by vice-president 63% received by general supervisor 56% received by plant manager 40% received by team leader 30% received by worker 20% Mary Ellen Guffey, Business Communication: Process and Product, 5e 38

Surmounting Organizational Barriers Encourage open environment for interaction and feedback. Flatten the organizational structure. Promote horizontal communication. Provide hotline for anonymous feedback. Provide sufficient information through formal channels. Mary Ellen Guffey, Business Communication: Process and Product, 5e 39

Five Common Ethical Traps The false- necessity trap (convincing yourself that no other choice exists) The doctrine-of- relative-filth trap (comparing your unethical behavior with someone else’s even more unethical behavior) Mary Ellen Guffey, Business Communication: Process and Product, 5e

Five Common Ethical Traps The rationalization trap (justifying unethical actions with excuses) The self-deception trap (persuading yourself, for example, that a lie is not really a lie) The ends-justify-the-means trap (using unethical methods to accomplish a desirable goal) Mary Ellen Guffey, Business Communication: Process and Product, 5e

Tools for Doing the Right Thing Is the action you are considering legal? How would you see the problem if you were on the other side? What alternate solutions are available? Mary Ellen Guffey, Business Communication: Process and Product, 5e

Tools for Doing the Right Thing Can you discuss the problem with someone you trust? How would you feel if your family, friends, employer, or co-workers learned of your action? Mary Ellen Guffey, Business Communication: Process and Product, 5e

End Mary Ellen Guffey, Business Communication: Process and Product, 5e