1. BCEN 3510 Business Communication
Chapter 1
Effective and Ethical
Communication at Work

2. Chapter 1 Why You Need to Build Career Skills Obtain a job
Merit promotion(s)
More effective employee

3. Chapter 1 What Employers Expect Ability to communicate
Being able to think critically
Competent to make decisions
Continue to learn

4. Chapter 1 Trends That Affect You in the Workplace Global competition
Flattened management hierarchies
Team-based management
Communication technology
New work environments
Increasingly diverse workforce
Emphasis on ethics

5. Chapter 1 Communication Model Idea formation Sender (encodes) Medium
Receiver (decodes)
Feedback

6. Chapter 1 Factors That Shape Understanding Communication climate
Context and setting
Background, experience
Knowledge, mood
Values, beliefs, culture

7. Chapter 1 Barriers That Create Misunderstandings Bypassing
Differing frames of reference
Lack of language skills
Poor listening skills
Emotional interference
Physical distractions

8. Chapter 1 Overcoming Barriers That Cause Misunderstandings
Recognize that communication is imperfect
Adapt message to the receiver
Improve your language and listening skills
Question your preconceptions
Encourage feedback

9. Chapter 1 Organizational Communication Functions New Emphasis Forms
Internal
External
New Emphasis
Interactive
Mobile
Instant
Forms
Oral
Written
Delivery
Electronic
Hard Copy

10. Chapter 1 Communication and Formal Channels Written channels
Memos, letters
Annual report
Company newsletter
Bulletin board postings
Orientation manual

11. Chapter 1 Communication and Formal Channels Oral channels Telephone
Face-to-face conversation
Company meetings
Team meetings

12. Chapter 1 Communication and Formal Channels Electronic channels E-mail
Instant/text messaging
Voic
Videoconferencing
Blogging
Social networks
Wikis
Microblogging
Web chat

13. Chapter 1 Formal Channels of Information Flow
Upward
Downward
Horizontal (lateral)
Informal Channels of Information Flow
Grapevine
Effective usage
Ineffective usage

14. Chapter 1 Obstacles to Flow of Organizational Information
Lack of trust, turf wars, fear of reprisal
Uneven reward systems
Closed communication climate
Little official communication
Top-heavy organizational structure
Long lines of communication
Filtering, prejudice, ego involvement

15. Chapter 1 Surmounting Obstacles to Effective Communication
Encourage open, trusting environment
Flatten the organizational structure
Provide more information through formal channels
Train managers and employees in effective communication
Establish hotline and ombudsman programs
Establish fair reward system for individual & team members
Encourage full participation in teams

16. Chapter 1 Ethical Behavior Traps to Avoid
False necessity trap—convincing yourself there is no other choice
Doctrine of relative filth—comparing your behavior to another’s
Rationalization trap—justifying unethical actions with excuses
Self-deception trap– persuading yourself that a lie is not really a lie
Ends-justify-the-means trap—using unethical means to accomplish a goal

17. Chapter 1 Goals of Ethical Business Communicators Abide by the law
Tell the truth
Label opinions
Be objective
Communicate clearly
Use inclusive language
Give credit

18. Chapter 1 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 are alternative solutions?
Can you discuss the problem with someone you trust?
How would you feel if people you care about learned of your action?