1. Communicating For Results
Eleventh Edition
Communicating For Results
Unit 1:
Understanding Communication in the Workplace
Chapter 1:
Communication and Ethics at Work: What should you know?
Chapter 2:
Organizations in the Workplace: Which ones fit you best?
Chapter 3:
Handling Conflict, Cultural Diversity,
and Relationships.

2. Communicating For Results
Eleventh Edition
Communicating For Results
Communication and Ethics
at Work: What should you know? 1

3. Walmart: Real-Life Case
John Gress/Corbis
“Choices and Challenges”
Read or describe the real-life case.
Answer the questions for Ch. 1:
Basic communication used? (See pg. 3)
Ethical standards? (See pg. 3)
Formal communication used? (See pg. 3)

4. 1
Really?
“14 percent of each 40-hour workweek is wasted because of poor communication between staff and managers—amounting to a stunning seven weeks a year” (Thomas, 1999, p.1).
Thomas, J. (1999). So you hear what I hear? Women in Business,
51(1), 1-14.

5. Communication Models
One-Way Model
Circular Model
Transaction Model

6. One-Way Model:
Figure 1.1: Communication viewed as linear—from person A to B

7. Communication Code Language (verbal)—spoken or written words.
Includes. . .
Language (verbal)—spoken or written words.
Paralanguage (vocal)—tone, pitch, volume.
Nonverbal (visual)—eye contact, facial expressions, posture, etc.
Vocal &
Visual Code
69%
Verbal Code
31%

8. Test Your Knowledge! Name five communication channels.
In small groups, answer these questions about channels . . .
Name five communication channels.
Which are called “rich” channels? Why?
Which channel is more synchronous: or face-to-face? Why?
Message complex/emotional—which channel best?
Message explicit/obvious—which channel best? (See Table 1.2)

9. Circular Model:
Figure 1.2: Communication viewed as a circular or interactive process involving feedback and frame of reference

10. Test Your Knowledge! Name five things that make up frame of reference.
In small groups, answer these questions . . .
Name five things that make up frame of reference.
Can any two people have identical frames of reference? Why or why not?
Fill in: “The only message that counts is ________.”
What role does culture play in frame of reference differences? Give examples & see Table 1.1.

11. Table 1.1: Differences in Cultural Values
American (US)
Japanese
Vietnamese
1. Enjoying life
1. Being healthy
1. Having deep respect
for parents and grandpa
2. Being a good person
2. Avoiding war
2. Taking care of my
parents when they get old
3. Having a personally
fulfilling life
3. Treating human life as precious
3. Treating human life as
precious
4. Having love
4. Having close, supportive friends
4. Following my
conscience & doing right
5. Having someone I can
really talk to
5. Having a world free of war
5. Not dishonoring my family
6. Choosing my own goals
6. Making friends
6. Fulfilling family obligations
7. Being true to myself
7. Having someone I can really talk to
7. Being employed
8. Finding a mate with
good qualities
8. Having a positive outlook on life
8. Being healthy
9. Having wisdom
9. Enjoying life
9. Being responsible
10. Being independent
& self-reliant
10. Having love
10. Having a secure job
Source: Roy D’Andrade. (2008). A Study of Personal & Cultural Values: American, Japanese, & Vietnamese. New York, NY: Palgrave MacMillan, p. 63.

12. When Receiving Feedback
Ques: Which two are the most important? Why?
Identify specific feedback desired
Set aside time for feedback sessions
Select proper channel richness
Use silence/watch for responses
Encourage/reward feedback
Ask questions/paraphrase
Follow-up
Monkey Business Images/Shutterstock.com

13. Stockphoto.com/Inkastudio
When Giving Feedback
Ques: Which two are the most important? Why?
Is directed toward behavior (not person)
Is descriptive not evaluative
Involves sharing (not giving advice)
Includes limited information
Is immediate & well-timed
Allows for face-saving
Stockphoto.com/Inkastudio

14. Transaction Model:
Figure 1.3: Communication viewed as a simultaneous process that occurs when frames of reference of persons A & B overlap creating meaning

15. Test Your Knowledge! Define internal and external stimulation.
In small groups, answer these questions . . .
Define internal and external stimulation.
Just because you are stimulated, doesn’t mean you will communicate—what is missing?
Best business meeting time: 8:00 a.m., 10:00 a.m., or 4:00 p.m.? Why?
What role does overlapping frames of reference play in successful communication?

16. Polishing Career Skills1
Polishing Career Skills
How skilled a communicator are you?
Check answers on pg. 22 of book

17. How Communication Flows Inside the Organization

18. Communication Networks
How communication flows in the workplace . . .
Formal communication network: “Official paths prescribed by the organization’s chain of command.”
Informal communication network: “Unofficial paths based on friendships or specific information needs.”

19. Formal Communication Downward Includes 3 types of communication . . .
Messages flow downward through the chain of command (from manager to employee).

20. Formal Communication Downward Upward
Includes 3 types of communication . . .
Downward
Upward
Messages flow upward through the chain of command— i.e., from employee to boss.

21. Formal Communication Horizontal Downward Upward
Includes three types of communication . . .
Horizontal
Downward
Upward
Messages flow laterally between people of the same rank.

22. Downward Communication
Normally Includes
Employee performance appraisals
Job instructions
Job rationale
Policy & procedures
Motivational appeals

23. Upward Communication Employee work, achievements, & progress
Normally Includes
Employee work, achievements, & progress
Employee opinions & feelings
Outlines of work problems
Ideas for improvement

24. Horizontal Communication
Especially important for
Coordinating tasks
Solving complex problems
Sharing information
Resolving conflicts
Empowering teams

25. Informal Communication
Often called the “Grapevine” . . .
Indicates the health of the organization
Adds to employee satisfaction & commitment
Indicates employee concerns
Is 7595% accurate
Travels fast

26. Ethics Inside the Organization

27. Ethics Defined
“Ethics…are the standards by which behaviors are evaluated for their morality; their rightness or wrongness” (Shockley-Zalabak, 2015, p. 112)
Bernie Madoff
(150-year sentence)
Peter Madoff
(10-year sentence)

28. Four Ethical Rules The utilitarian rule The moral rights rule
Base business decisions on these rules. . .
The utilitarian rule
The moral rights rule
The justice rule
The practical rule
Survey of 2,300 employees – 75% reported observing a violation of company standards during the previous year (Lamb, et al., 2004).

29. Ethics Traps Trap of necessity Trap of end justifies the means
Which ones tempt you?
Trap of necessity
Trap of end justifies the means
Trap of rationalization
Trap of self-deception
Trap of relative filth
Bernie Madoff
(150-year sentence)

30. 1 Awareness Check PRCA-24 Pre-Test
Directions: Complete McCroskey’s PRCA-24. For each of the following questions, think about your communication in general and mark the degree that each statement applies to you on a 5-point scale: 1 (Strongly Agree) 2 (Agree) 3 (Undecided) 4 (Disagree) 5 (Strongly Disagree)
___1. I dislike participating in group discussions.
___2. Generally, I am comfortable while participating in a group discussion.
___3. I am tense and nervous while participating in group discussions.
___4. I like to get involved in group discussions.
___5. Engaging in a group discussion with new people makes me tense and nervous.
___6. I am calm and relaxed while participating in a group discussion.
___7. Generally, I am nervous when I have to participate in a meeting.
___8. Usually I am calm and relaxed while participating in meetings.
___9. I am very calm and relaxed when I am called upon to express an opinion at a meeting.
___10. I am afraid to express myself at meetings.
___11. Communicating at meetings usually makes me uncomfortable.
___12. I am very relaxed when answering questions at a meeting.
____ 13. While participating in a conversation with a new acquaintance, I feel very nervous.
____ 14. I have no fear of speaking up in conversations.
____ 15. Ordinarily I am very tense and nervous in conversations.
____ 16. Ordinarily I am very calm and relaxed in conversations.
____ 17. While conversing with a new acquaintance, I feel very relaxed.
____ 18. I’m afraid to speak up in conversations.
____ 19. I have no fear of giving a speech.
____ 20. Certain parts of my body feel very tense and rigid while I am giving a speech.
____ 21. I feel relaxed while giving a speech.
____ 22. My thoughts become confused and jumbled when I am giving a speech.
____ 23. I face the prospect of giving a speech with confidence.
____ 24. While giving a speech, I get so nervous I forget facts I really know.
See scoring and assessment on p. 7 and in MindTap. .

31. 1
The End