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

2. 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
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© 2016 SAGE Publications, Inc.

3. 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
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© 2016 SAGE Publications, Inc.

4. 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
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5. What is Business and Professional Communication?
It involves:
Interviewing
Relational Communication
Mediated Communication
Presentational Speaking
Written Documents
Interpersonal Communication at Work
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6. 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
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7. 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
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8. 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
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9. Business and Professional Excellence in Different Contexts
Understand the Importance of:
Business and professional writing
Leadership and conflict management
Presentations
Work-life balance
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10. Understanding the KEYS Process
Helps you to demonstrate professional excellence
Know Yourself
Evaluate the Professional Context
Your Communication Interaction Occurs
Step Back and Reflect
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11. Quintanilla, Business and Professional Communication: Keys for Workplace Excellence 3e
© 2016 SAGE Publications, Inc.

12. 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
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13. 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
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14. 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
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15. Quintanilla, Business and Professional Communication: Keys for Workplace Excellence 3e
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16. 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
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17. Communication: A Complex Process
Channels of Communication
The methods by which messages are sent, such as reports, face-to-face, s, text messages, etc.
Many channels ― strengths and weaknesses
Communication Context
The location, time, and occasion where communication occurs
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18. 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
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19. 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
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20. 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
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21. 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
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22. 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
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23. 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
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24. 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
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25. 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
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