1. Chapter 1: Communicating at Work
Lecture by: Chris Ross

2. Communication and Success
It is estimated that an executive spends 75-80% of their time communicating (about 45 minutes an hour)
60% of medical errors are due to poor communication; also approximately 98,000 deaths a year.

3. Communication and Success
Top Qualities/Skills Employers Want
Team Work Ability
Verbal Communication Skills
Able to Make Decisions/Problem Solve
Able to Obtain/Process Information
Able to Plan, Organize and Prioritize Work

4. Nature of Communication
Communication Principles
It is unavoidable. We always communicate nonverbally. We may not try to send messages, but we always are. Just as we are always receiving them.

5. Nature of Communication
Communication Principles
Communication is strategic. Meaning it always has goals in mind.
Instrumental Communication => messages aimed at accomplishing the task at hand.
Relational Communication => messages that shape and reflect the way people regard each other.
Identity Management => the practice of presenting yourself in ways that produce a preferred image and distinctive sense of self.

6. Nature of Communication
Communication Principles
Communication is Irreversible. Once its there, it is there.
Communication is a Process. It is not just an action. Time, place/location, who, what, and many other issues have to be examined.

7. Nature of Communication
Communication Principles
Communication is not a Panacea. Sometimes there will be more problems than solutions but other times it will be all that is needed.
Panacea => Cure-all. Answer or solution for all problems.

8. Basics of the Communication Model
Begins with the sender, who transmits the message (sometimes inadvertently other times deliberate).
The sender must chose words or nonverbals to create meaning, this is the encoding phase.
The channel/medium is what is used to deliver the message (face to face or text for example)

9. Basics of the Communication Model
A message sent does not mean it is received or understood correctly.
Receivers will attach meanings to messages through their interpretation and responces. This is the decoding process.
Receivers can then send feedback to the message.

10. Basics of the Communication Model
All messages have to deal with noise.
Noise => factors that interfere with exchange of messages.
Environmental
Physiological
Psychological

11. Communication Channels
Channels have various characteristics
Richness => amount of information a channel can give
Speed => how quickly a message can be exchanged. Synchronous (face-to-face) or asynchronous ( )
Control => how much you can manage the process.

12. Communication Channels
Consider the Tone of the Message
Consider the Organization’s Culture
Consider Using Multiple Channels
Table 1-2 on page 14 charts considerations

13. Communication In & Beyond Organizations
Formal Communication Networks => systems designed by management to dictate who should talk to whom to get a job done.

14. Communication In & Beyond Organizations
Downward Communication => occurs whenever superiors initiate message to subordinates. (Figure 1.2; page15)
Happens most frequently:
Job Instructions
Job Rationale
Feedback
Indoctrination

15. Communication In & Beyond Organizations
Upward Communication => messages flowing from subordinates to superiors.
Seen most frequently:
What subordinates are doing
Unsolved work problems
Feelings about each other and jobs

16. Communication In & Beyond Organizations
Horizontal Communication (Lateral Communication) => consists of messages between members of an organization with equal power.
Main purposes:
Task coordination
Problem solving
Sharing information
Conflict resolution
Building rapport

17. Informal Communication Networks
Informal Communication Networks => patterns of interaction based on friendships, shared person or career interest and proximity.
Useful Functions of Informal Networks
Confirming formal messages
Expanding formal messages
Expediting official messages
Contradicting official messages
Circumventing formal channels

18. Personal Networking
Networking => process of deliberately meeting people and maintaining contacts to get career information, advice, and leads (and help others in return).

19. Personal Networking View everyone as a networking prospect
Be sensitive to personal and cultural factors
Treat your contacts with gratitude and respect
Help others
Get referrals to secondary sources
Seek a mentor
Network throughout your career

20. Class Activity
Think back to a time when a communication experience went wrong. Review each section (Sender, encoding, message, channel, receiver, decoding, feedback and noise) to see what caused issues with the process.

21. Class Activity Create a school-related goal for yourself.
Decide which instructors and/or courses in an academic department are worth seeking out and which you might want to avoid. Why?
How can you make this happen?
What might hinder your goal?
How can you over come obstacles?