0
•Lecture note
Individual assignment On
Subject Area Methods Topic
Business Communicating at Work

Chapter 1
• Lecture note
Lecture note
Individual Assignment On Subject Area
Individual Assignment On Subject
Methods
Area Methods
• ...
Learning Objectives/ Learning Outcome:
• Identify changes in the workplace and the
importance of communication skills
• De...
COMMUNICATION
Definition of Communication. Communication is a
complex process often involving
reading, writing, speaking and listening. ...
You cannot not
communicate!

You cannot
un-communicate!
HUMAN COMMUNICATION:

ACTION
HUMAN COMMUNICATION:

INTERACTION
HUMAN COMMUNICATION:

TRANSACTION
The Communication Process
Basic Model
5.
Feedback travels
to sender
1.
Sender
has idea

2.
Sender
encodes
idea in
message
...
The Communication Process
Expanded Model
Barriers to Interpersonal
Communication
• Bypassing
• Limited frame of reference
• Lack of language skills
• Lack of liste...
Understanding is shaped by
•

Communication climate

•

Context and setting

•

Background, experiences

•

Knowledge, moo...
Barriers That Block the Flow of
Information in Organizations
•
•
•
•
•

Closed communication climate
Top-heavy organizatio...
Additional Communication
Barriers
•
•
•
•
•

Fear of reprisal for honest communication
Differing frames of reference among...
A Classic Case of Miscommunication
In Center Harbor, Maine, local legend recalls the day
when Walter Cronkite steered his ...
A Classic Case of Miscommunication
As his boat came closer, the crowd grew larger, still
yelling. Pleased at the reception...
Analysis of Flawed Communication
Process
Sender
has
idea

Sender
encodes
message

Channel
carries
message

Receiver
decode...
Barriers That Caused
Cronkite Miscommunication
• Frame of reference

• Receiver accustomed to
acclaim and appreciative
cro...
Barriers That Caused
Cronkite Miscommunication
• Emotional interference

• Physical barriers

• Ego prompted receiver to
b...
Overcoming Communication Barriers
•
•
•
•
•

Realize that communication is imperfect.
Adapt the message to the receiver.
I...
Changes Affecting the Workplace
• Heightened global
competition
• Flattened management
hierarchies
• Expanded team-based
m...
Changes Affecting the Workplace
• Heightened global
competition
Changes Affecting the Workplace
• Flattened management
hierarchies
Changes Affecting the Workplace

Expanded teambased management
Changes Affecting the Workplace

Innovative communication
technologies
Changes Affecting the Workplace

tehnical
environments
Changes Affecting the Workplace

Increasingly diverse
workforce
The Age of Knowledge
Success for YOU in the new global and
diverse
workplace requires excellent
communication skills!
Organizational Communication
• Functions: internal and external
• Form: oral and written
• Form: channel selection depende...
Communication Flowing Through
Formal Channels

Downward

Horizontal

Upward

Management directives
Job plans, policies
Com...
Forms of Communication Flowing Through
Formal Channels

Written

Oral

Electronic

Executive memos, letters
Annual report
...
Message Distortion
Downward Communication
Through Five Levels of Management

Message
written by board of directors

Amount...
Message Distortion
Downward Communication
Through Five Levels of Management

Message
written by board of directors
receive...
Message Distortion
Downward Communication
Through Five Levels of Management

Message
written by board of directors

Amount...
Message Distortion
Downward Communication
Through Five Levels of Management

Message
written by board of directors

Amount...
Message Distortion
Downward Communication
Through Five Levels of Management

Message
written by board of directors

Amount...
Message Distortion
Downward Communication
Through Five Levels of Management

Message
written by board of directors

Amount...
Communication goes bad
VP to Deans:
By order of the President, next
Thursday Halley’s comet will appear
over the athletic ...
Communication goes bad
President to VP:
Next Thursday, Halley’s Comet will appear over this area. This is
an event that oc...
Communication goes bad
Deans to Professors:
By order of the Phenomenal President, next
Thursday Halley’s Comet will appear...
Communications goes bad
Professors to Students:
Next Thursday, the President will appear in the gym
with Halley’s Comet, s...
Communications goes bad
Student writing to parents:
When it rains next Thursday over the school athletic
field, the phenom...
Surmounting Organizational Barriers
• Encourage open environment for interaction and
feedback.
• Flatten the organizationa...
ETHICAL CHALLENGES

• Ethical Practices make good business sense.

• 80’s era – Greed is good… NO MORE
• 500 fortune compa...
Pressure felt by employees to act unethically 56%
Those who admitted to conducting unethical
behavior – 48%
Common ethical...
4 COMPONENTS of ETHICAL BEHAVIUR
•
•
•
•

Honesty
Integrity
Fairness
Concern for others.

“ Doing the Right Thing Given th...
Five Common Ethical Traps
• The false-necessity trap
(convincing yourself that no other
choice exists)
“I know its wrong b...
Five Common Ethical Traps
• The rationalization trap
(justifying unethical actions with excuses)

“I’ll be in working late...
Goals of Ethical Business Communication
• Telling the truth
• Labeling opinions
• Being objective
• Communicating clearly
...
Accomplishing These Goals
•
•
•
•

Think before you act
Being in other person’s shoe
There must be a different solution
Di...
STRENGTHENING YOUR
COMMUNICATION SKILLS
• Know how to figure out a solution
• Realize what the problem is
• Communication ...
Initiate

Prepare

Execute &
Control

Close

Track
& Control

Startup

Definition /
Scope /
Requirements

Planning
and
Res...
End
Click to add Title
• Click to add text
Communicatingatworkchapter1 10061Lecture notes Training for Trainers in General Wingate Technical Vocational Education and...
Communicatingatworkchapter1 10061Lecture notes Training for Trainers in General Wingate Technical Vocational Education and...
Communicatingatworkchapter1 10061Lecture notes Training for Trainers in General Wingate Technical Vocational Education and...
Communicatingatworkchapter1 10061Lecture notes Training for Trainers in General Wingate Technical Vocational Education and...
Communicatingatworkchapter1 10061Lecture notes Training for Trainers in General Wingate Technical Vocational Education and...
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Communicatingatworkchapter1 10061Lecture notes Training for Trainers in General Wingate Technical Vocational Education and Training Cluster College 0160844-phpapp01

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Lecture notes Training for Trainers in General Wingate Technical Vocational Education and Training Cluster College

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Transcript of "Communicatingatworkchapter1 10061Lecture notes Training for Trainers in General Wingate Technical Vocational Education and Training Cluster College 0160844-phpapp01"

  1. 1. •Lecture note Individual assignment On Subject Area Methods Topic Business Communicating at Work Chapter 1
  2. 2. • Lecture note Lecture note Individual Assignment On Subject Area Individual Assignment On Subject Methods Area Methods • Module Title pedagogy Module code CTPD 601 • By Berhanu Tadesse • Submitted to: Instructors Girma Zewede Associate Professor •
  3. 3. Learning Objectives/ Learning Outcome: • Identify changes in the workplace and the importance of communication skills • Describe the process of communication • Discuss barriers to interpersonal communication and the means of overcoming those barriers • Analyze the functions and procedures of communication in organizations • Assess the flow of communication in organizations including barriers and methods of overcoming those barriers • List the goals of ethical business communication and describe important tools for doing the right thing
  4. 4. COMMUNICATION
  5. 5. Definition of Communication. Communication is a complex process often involving reading, writing, speaking and listening. It may be verbal and non-verbal (or a mixture of both), and it uses a variety of media (language, mass media, digital technology, etc.). Broadly speaking, communication is a transfer and reconstruction of information. More specifically, we may define communication as the transmission and reception of ideas, feelings and attitudes – verbal and non-verbal – that produce a response.
  6. 6. You cannot not communicate! You cannot un-communicate!
  7. 7. HUMAN COMMUNICATION: ACTION
  8. 8. HUMAN COMMUNICATION: INTERACTION
  9. 9. HUMAN COMMUNICATION: TRANSACTION
  10. 10. The Communication Process Basic Model 5. Feedback travels to sender 1. Sender has idea 2. Sender encodes idea in message 3. Message travels over channel 6. Possible additional feedback to receiver 4. Receiver decodes message
  11. 11. The Communication Process Expanded Model
  12. 12. Barriers to Interpersonal Communication • Bypassing • Limited frame of reference • Lack of language skills • Lack of listening skills • Emotional interference • Physical distractions
  13. 13. Understanding is shaped by • Communication climate • Context and setting • Background, experiences • Knowledge, mood • Values, beliefs, culture
  14. 14. Barriers That Block the Flow of Information in Organizations • • • • • Closed communication climate Top-heavy organizational structure Long lines of communication Lack of trust between management and employees Competition for power, status, rewards
  15. 15. Additional Communication Barriers • • • • • Fear of reprisal for honest communication Differing frames of reference among communicators Lack of communication skills Ego involvement Turf wars
  16. 16. A Classic Case of Miscommunication In Center Harbor, Maine, local legend recalls the day when Walter Cronkite steered his boat into port. The avid sailor was amused to see in the distance a small crowd on shore waving their arms to greet him. He could barely make out their excited shouts: “Hello Walter, Hello Walter!”
  17. 17. A Classic Case of Miscommunication As his boat came closer, the crowd grew larger, still yelling. Pleased at the reception, Cronkite tipped his white captain's hat, waved back, even took a bow. But before reaching dockside, Cronkite's boat abruptly jammed aground. The crowd stood silent. The veteran news anchor suddenly realized what they'd been shouting: “Low water, low water!”
  18. 18. Analysis of Flawed Communication Process Sender has idea Sender encodes message Channel carries message Receiver decodes message Warn boater “Low water!” Message distorted “Hello Walter!”
  19. 19. Barriers That Caused Cronkite Miscommunication • Frame of reference • Receiver accustomed to acclaim and appreciative crowds. • Language skills • Main accent makes "water" and "Walter" sound similar. • Listening skills • Receiver more accustomed to speaking than to listening.
  20. 20. Barriers That Caused Cronkite Miscommunication • Emotional interference • Physical barriers • Ego prompted receiver to believe crowd was responding to his celebrity status. • Noise from boat, distance between senders and receivers. Which of these barriers could be overcome through improved communication skills?
  21. 21. Overcoming Communication Barriers • • • • • Realize that communication is imperfect. Adapt the message to the receiver. Improve your language and listening skills. Question your preconceptions. Plan for feedback.
  22. 22. Changes Affecting the Workplace • Heightened global competition • Flattened management hierarchies • Expanded team-based management • Innovative communication technologies • New work environments • Increasingly diverse workforce
  23. 23. Changes Affecting the Workplace • Heightened global competition
  24. 24. Changes Affecting the Workplace • Flattened management hierarchies
  25. 25. Changes Affecting the Workplace Expanded teambased management
  26. 26. Changes Affecting the Workplace Innovative communication technologies
  27. 27. Changes Affecting the Workplace tehnical environments
  28. 28. Changes Affecting the Workplace Increasingly diverse workforce
  29. 29. The Age of Knowledge
  30. 30. Success for YOU in the new global and diverse workplace requires excellent communication skills!
  31. 31. Organizational Communication • Functions: internal and external • Form: oral and written • Form: channel selection dependent on • • • • • Message content Need for immediate response Audience size and distance Audience reaction Need to show empathy, friendliness, formality • Flow: • Formal: down, up, horizontal • Informal: grapevine
  32. 32. Communication Flowing Through Formal Channels Downward Horizontal Upward Management directives Job plans, policies Company goals Mission statements Task coordination Information sharing Problem solving Conflict resolution Employee feedback Progress reports Reports of customer interaction, feedback Suggestions for improvement Anonymous hotline
  33. 33. Forms of Communication Flowing Through Formal Channels Written Oral Electronic Executive memos, letters Annual report Company newsletter Bulletin board postings Orientation manual Telephone Face-to-face conversation Company meetings Team meetings E-mail Voicemail Instant Messaging Intranet Videoconferencing
  34. 34. Message Distortion Downward Communication Through Five Levels of Management Message written by board of directors Amount of message 100%
  35. 35. Message Distortion Downward Communication Through Five Levels of Management Message written by board of directors received by vice-president Amount of message 100% 63%
  36. 36. Message Distortion Downward Communication Through Five Levels of Management Message written by board of directors Amount of message 100% received by vice-president 63% received by general supervisor 56%
  37. 37. Message Distortion Downward Communication Through Five Levels of Management Message written by board of directors Amount of message 100% received by vice-president 63% received by general supervisor 56% received by plant manager 40%
  38. 38. Message Distortion Downward Communication Through Five Levels of Management Message written by board of directors Amount of message 100% received by vice-president 63% received by general supervisor 56% received by plant manager 40% received by team leader 30%
  39. 39. Message Distortion Downward Communication Through Five Levels of Management Message written by board of directors Amount of message 100% received by vice-president 63% received by general supervisor 56% received by plant manager 40% received by team leader 30% received by worker 20%
  40. 40. Communication goes bad VP to Deans: By order of the President, next Thursday Halley’s comet will appear over the athletic field. If it rains, cancel classes and report to the gym with your professors and students where you will be shown a film, a phenomena which occurs only once every 75 years.
  41. 41. Communication goes bad President to VP: Next Thursday, Halley’s Comet will appear over this area. This is an event that occurs only once every 75 years. Call the division heads and have them assemble their professors and students on the athletic field and explain this phenomena to them. If it rains, cancel the observation and have the classes meet in the gym to see a film about the comet.
  42. 42. Communication goes bad Deans to Professors: By order of the Phenomenal President, next Thursday Halley’s Comet will appear in the gym. In case of rain over the athletic field, the President will give another order, something which occurs once every 75 years.
  43. 43. Communications goes bad Professors to Students: Next Thursday, the President will appear in the gym with Halley’s Comet, something which occurs every 75 years. If it rains, the President will cancel the comet and order us all to our phenomenal athletic field.
  44. 44. Communications goes bad Student writing to parents: When it rains next Thursday over the school athletic field, the phenomenal 75 year-old President will cancel all classes and appear before the whole school in the gym accompanied by Bill Halley and the Comets.
  45. 45. Surmounting Organizational Barriers • Encourage open environment for interaction and feedback. • Flatten the organizational structure. • Promote horizontal communication. • Provide hotline for anonymous feedback. • Provide sufficient information through formal channels.
  46. 46. ETHICAL CHALLENGES • Ethical Practices make good business sense. • 80’s era – Greed is good… NO MORE • 500 fortune companies + Many small Businesses
  47. 47. Pressure felt by employees to act unethically 56% Those who admitted to conducting unethical behavior – 48% Common ethical violations: • Cutting corners on quality • Covering up incidents • Abusing or lying about sick days • Deceiving customers • Lying to supervisor or underling • Taking credit for a colleague’s idea
  48. 48. 4 COMPONENTS of ETHICAL BEHAVIUR • • • • Honesty Integrity Fairness Concern for others. “ Doing the Right Thing Given the Circumstances”
  49. 49. Five Common Ethical Traps • The false-necessity trap (convincing yourself that no other choice exists) “I know its wrong but I don’t have a choice “ • The doctrine-ofrelative-filth trap (comparing your unethical behavior with someone else’s even more unethical behavior) “What I am doing is nothing compared to what others are doing”
  50. 50. Five Common Ethical Traps • The rationalization trap (justifying unethical actions with excuses) “I’ll be in working late anyways, I deserve a longer lunch break now.” • The self-deception trap (persuading yourself, for example, that a lie is not really a lie) “I was running the whole show, without me the company would have collapsed” • The ends-justify-the-means trap (using unethical methods to accomplish a desirable goal) “So what if I had to bribe the supplier… I saved the company money in the long run!”
  51. 51. Goals of Ethical Business Communication • Telling the truth • Labeling opinions • Being objective • Communicating clearly • Giving credit
  52. 52. Accomplishing These Goals • • • • Think before you act Being in other person’s shoe There must be a different solution Discuss your dilemma with a trust worthy or an experienced person • Imagine the shame if your friends and family found out about what you had been upto!!
  53. 53. STRENGTHENING YOUR COMMUNICATION SKILLS • Know how to figure out a solution • Realize what the problem is • Communication skills are not inherent, they must be learnt • Therefore BE WILLING TO LEARN • Tips, techniques, models and exercises in this book will help us. • Sit back and enjoy the ride.
  54. 54. Initiate Prepare Execute & Control Close Track & Control Startup Definition / Scope / Requirements Planning and Resource Allocation •Scope Managem ent •Workplan Managem ent • Resource Manageme Review nt (Time, Cost, People) • Deliverable Mgmt Risk & Issue• Management Quality Management Sponsor Management • Transition Plan Reporting Completion & Assessment
  55. 55. End
  56. 56. Click to add Title • Click to add text
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