Module 1.

1
Communication in the Workplace

Skills for Empowering the Internet Generation

Oral Communication Hamid Nawaz

Overview

1.1
Communication in the Workplace
The importance of communication
Three forms of communication in business

Formal and informal networks

The process of communication

Basic truths about communication

Communication Barriers and Solution

The Importance of Communication Skills as Expressed by Business Authorities

Top executives from Fortune 500 companies rate communications skills as the most important quality for business leaders.
--Business Section New York Times

There may be no single thing more important in our efforts to achieve meaningful work and fulfilling relationships than to learn and practice the art of communication.
--Max De Pree, Author The Art of Leadership

Evidence of Communication Weakness in Business

Im surprised how so many people struggle with communication.
--Michael Rook, Production Manager Hewlett Packard, San Diego, CA

The first thing the Human Resources Department did was give me a writing book.
--Sam Reeves, IT Consultant AMS, Denver, CO

Verbal and Nonverbal Communication

Verbal Communication
Face-to-Face/Phone Conversations/Meetings E-mail/Voice-Mail Messages Letters, Memos, and Reports

Nonverbal Communication
Pictures/Company Logos Gestures/Body Language Who Sits Where/How Long a Visitor is Kept Waiting

Slide 1-1

Non Verbal Communication

Appearance Posture Gestures Facial Touch Smell

Color
Numbers Surroundings

Expressions Body Language Time Space

Levels of Cultural NV Communication

First

Level:

Patterns & Behavior: Buildings, Technology, Artifacts etc.

Second

Level:

How People Communicate: Less Visible than First level.

Third

Level:

Ideas, Assumptions, Beliefs etc.

Myths About Workplace Writing

Secretaries

my writing. Ill use form letters or templates when I need to write. Im being hired as an accountant, not a writer. Ill just pick up the phone.
Slide 1-2

will do all

Internal and External Audiences

Internal audiences include

Subordinates. Superiors. Peers.

External audiences include

Customers/Suppliers. Unions. Stockholders. Potential Employees. Government Agencies. The Press/General Public.

Slide 1-3

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Basic Purposes
All

workplace communication has three basic purposes:

To inform. To request or to persuade. To build goodwill.

Slide 1-5

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Communication Challenges in Todays Workplace

Advances in Technology

Globalization

Workforce Diversity

Team-Based Organizations

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Usage of Business Communication Channels

Writing 9%

Receiving

Sending

Speaking 30%

Listening 45%

Reading 16%

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Main Forms of Communication in Business

Operational

Internal External

Personal

Intranets like this one from Deere & Company are used for internal communication.

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Communication Networks
Formal

Network

well-established, usually along operational lines planned

Informal

Network

complex dynamic

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The Formal and Informal Communication Networks in a Division of a Small Manufacturing Company
Department Manager

Supervisor

Supervisor

Black Solid Lines = Formal Network Coral Dashed Lines = Informal Network (at a moment in time, for they change often)

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Factors Affecting Volume of Communication in Business

Nature

of the business plan

Operating

People

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A Model of the Communication Process

1. A message sent by Marci arrives in Kevins sensory world. 2. Kevins senses pick up the message, but may also pick up competing information. 3. Marcis message is filtered through Kevins unique mind and is given meaning. 4. The meaning given may trigger a response, which Kevins unique mind forms. 5. Kevin sends the message to Marci. It enters her sensory world, and a second cycle begins.

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A Model of the Communication Process

(continued)
1. A message sent by Kevin arrives in Marcis sensory world. 2. Marcis senses pick up the message, but may also pick up competing information. 3. Kevins message is filtered through Marcis unique mind and is given meaning. 4. The meaning given may trigger a response, which Marcis unique mind forms. 5. Marci sends the message to Kevin. It enters his sensory world, and another cycle begins.

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How Oral and Written Communication Differ

Written communication is more likely to involve creative effort, has longer cycles, and usually has fewer cycles.

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Some Basic Truths about Communication

Meanings sent are not always received.

Meaning is in the mind. The symbols of communication are imperfect.

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Communication Barriers
Perception Restrictive

and language environments

Distractions Deceptive

tactics
overload

Information

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Overcoming Barriers
Audience-Centered Approach Open Communication

Ethical Communication

Efficient Messages

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Biases
Education Age Status

Audience-Centered Approach

Style

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Communication Climate
Overall Structure Corporate Culture

Level of Feedback

Flat

More Open

High

Tall

Less Open

Low

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Ethical Communication

Recognize Ethical Choices

Make Ethical Choices

Business Principles

Motivate Ethical Choices

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Efficient Messages

Send Fewer Messages

Minimize Distractions Develop Communication Skills

Concise Business Communication

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Adaptation

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Assessment technique
Allocate time and effort to Study Book, Selected Readings, Text and assessment preparation Ask questions (about your study) Before responding to assessment requirements:

1. Read the question and think about it 2. Identify keywords (i.e. what is this about?) 3. Identify and understand action verbs (i.e. what am I expected to do?) 4. Plan response around 1., 2. and 3. 5. Respond to the assessment task.

Do not study past Assignments study the course materials!

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Online Assignment Submission

Log on at http://www.turnitin.com/login_page.asp Click on Create a User Profile Click on Student Enter Class/Section ID & Password (given in the course outlines) Fill in the other required details and create your account

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Success!
S=

f (T*E+A) Success is a function of Time, Effort and Ability Ability is relatively constant over the short-term for each individual (constant) Only time and effort are discretionary (variables)

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Time management

24 X 7= 168 hrs/week How do you spend this time?

Make an allotment for:

Work Eating Leisure/interests Daily routine Rest/sleep Relaxation (!?) Household duties Relationships On-campus commitments Travel Study Everything else Total

___________ _____168_

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Time plan
Allocate

the tasks/responsibilities (168 hours) to the seven days of the week Stick to the plan!

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Writing is thinking on paper. Anyone who thinks clearly should be able to write clearly about any subject at all.
--William Zinsser, Author

On Writing Well