Regardless of occupation, people spend most of their time
communicating on the job It is estimated that a business executive
spends 75 to 80% of their time communicating One study showed that
employees at a fortune 1000 company send and receive an average of
178 messages each day Page 5
Slide 3
Advertising / Marketing Electronic Media / Radio Television /
Broadcasting Health Communication Journalism (Print or Electronic)
New Media and Technology Organizational Communication Political
Communication Public Relations Risk and Crisis Communication Page
6
Slide 4
On-the-job communication skills can make the difference between
life and death Bad communication is the leading cause to shooting
errors among police officers Poor communication is the cause of
over 60% of reported medical errors, including death, physical
injury and psychological trauma 98,000 deaths a year, in the
medical field, are due to miss communication Page 5
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Ability to work in a team Verbal communication skills Ability
to make decisions and solve problems Ability to obtain and process
information Ability to plan, organize, and prioritize work Page
7
Slide 6
Communication skills are essential to personal success
Technical people with good communication skills are likely to earn
more than people with poor communication skills You can never do
enough training with your communication skills Page 6
Slide 7
One cannot not communicate. Even when we dont speak we are
communicating It is essential to consider the unintentional message
you send Page 7
Slide 8
Virtually all communication is aimed at achieving goals The
most common on-the-job communication is instrumental communication
Instrumental communication Messages aimed at accomplishing the task
at hand Page 8
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A second set of goals involves relational communication
Relational communication - Messages that shape and reflect the way
people regard one another A positive climate helps achieve
instrumental goals A negative relationship can make it difficult or
impossible to accomplish goal Page 8
Slide 10
A third reason we communicate involves identity Management
Identity Management the practice of presenting yourself in ways
that produce a preferred image and distinctive sense of self Think
of 10 words or phrases that describe the way you want to be viewed
on the job Page 8
Slide 11
No matter what you do, you cannot take back something thats
already been said Although people forgive, they never forget The
more you try to erase something youve said, the more it stands out
Page 8
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Communication needs to be examined as part of its communication
context The meaning of a message depends on what has happened
before the message Each message is part of a process: It doesnt
occur in isolation Page 9
Slide 13
Communication isnt the answer to everything Two people can
communicate perfectly and still disagree Page 9
Slide 14
Communication begins with a sender - the person the transmits a
message Two ways to send a message: Intentional and Unintentional
The sender must choose certain methods to send an intentional
message, which is called encoding Page 9
Slide 15
Channel is the method used to deliver the message There is no
guarantee the a message will be understood The receiver has to
attach meaning When a receiver attaches meaning it is called
decoding Pages 9-10
Slide 16
The response to a message is called feedback Feedback can be
nonverbal: Demeanor, writing, or not responding at all Page 10
Slide 17
Communication isnt something we do to others, its something we
do with them Noise interferes with the exchange of messages Three
types of noise: Environmental, Physiological, and Psychological
Page 11
Slide 18
Babble of voices in another room Someones cell phone going off
in a meeting A smelly cigar Page 11
Deciding which channel to use to convey your message influences
your effectiveness Example: If someone dies Page 11
Slide 22
Richness: Refers to the amount of info in a given channel A
wide array of nonverbal cues better help you understand another
person Facial expression Tone of voice Eye and body movement Page
11
Slide 23
Speed: Refers to how quickly the exchange of messages occurs
High speed or instantaneous channels are called synchronous
communication Face-to-face Video chat Telephone conversations Page
11
Slide 24
Low speed channels with lag time in between messages are called
Asynchronous communication E-mail Voicemail Office Memos Page
12
Slide 25
Control: Refers to the degree to which you can manage the
communication process You can never have complete control Writing
is an easier way to control communication Face-to-face you have
more control over receivers attention Page 12
Slide 26
Oral channels work best for visual support Demonstration Photos
Slides Written communication works great for formal tone
Complicated ideas Final word Record Page 12
Slide 27
Can help get your point across Using multiple channels is more
persuasive Dual-channel process enhances senders credibility When
using multiple channels make sure to choose one that is most
effective for that situation Page 13
Slide 28
Communication networks: Patterns of contact created by the flow
of messages among communicators through time and space Page 14
Slide 29
Formal communication networks are systems designed by
management to dictate who should talk to whom to get a job done
Best way to describe formal communication is with organizational
charts Page 14
Slide 30
Downward communication occurs whenever superiors initiate
messages to their subordinates Job Instructions Job Rationale
Feedback Indoctrination Page 15
Slide 31
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Messages flowing from subordinates to superiors is called
upward communication Virtually any organization claims to seek
upward communication Some organizations arent as open to upward
communication as they say Page 16
Slide 33
What subordinates are doing Suggestions for improvement How
subordinates feel about each other and the job Page 17
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Messages between co-workers with equal power Task Coordination
Problem Solving Sharing Information Conflict Resolution Building
Rapport Page 18
Slide 35
Rivalry people who feel threatened by one another
Specialization makes it hard for two people with different
specialties to understand each other Info Overload too much
information for people in different areas Lack of Motivation one
person might not be as motivated as the other Physical Barriers
people scattered throughout a building Page 19
Slide 36
Informal Networks: Patterns of interaction based on
friendships, shared personal or career interests, and proximity
Gender is even a type of informal network Example: guys making a
decision at the urinal Pages 19-20
Slide 37
Confirming formal messages Expanding on a formal message
Expediting official messages Contradicting official messages
Circumventing formal channels Page 20
Slide 38
A brief speech delivered in the length of an elevator ride
State name and current job title Describe some personal strengths
State what you can do for others or what you need them to do for
you Indicate how to get in contact with them Page 21
Slide 39
Networking the process of deliberately meeting people and
keeping contact for career info, advice, and leads People with good
personal networks are more successful in their career View everyone
as a prospect Pages 22-23
Slide 40
Treat your contacts as individuals Do not exploit them Express
a genuine desire for information Express appreciation for the info
shared Let the contact know how info was helpful Page 23
Slide 41
Dont just be an info seeker Share info with others Helping
others will earn you a reputation for generosity Page 23
Slide 42
A guide, trainer, coach and counselor Teaches the informal
rules of an organization or field Useful for people trying to get
into a nontraditional field Respect their time Shouldnt be an
emotional crutch Page 23-25
Slide 43
Ethics are essential to being an effective employee
Communicating ethically can be too vague for specific situations No
single right approach to ethics Pages 25-26
Slide 44
1. Utilitarian Approach: Does this action provide the greatest
good for the greatest number? 2. Rights Approach: Does this action
respect the moral rights of everyone? 3. Fairness or Justice
Approach: Is this action fair and free of discrimination or
favoritism? 4. Common-Good Approach: Does this action further the
common good or community good? 5. Virtue Approach: Does this action
promote the development of moral virtue in me and my community?
Page 26
Slide 45
1. Professional Ethic: How would an impartial jury of your
professional peers judge this action? 2. Publicity Test: Would you
be comfortable having the public learn about your behavior in the
broadcast or print media? Page 26