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MCS
Communication in the Workplace

Comprehension English

Overview

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 rate Top executives from Fortune 500 companies
--Business Section New York Times

communications skills as the most important quality for business leaders.

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

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 Surroundings

Expressions Body Language Time Space

Myths About Workplace Writing

Secretaries

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

will do all

Internal and External Audiences

Internal

include

audiences

External audiences include

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

Subordinates. Superiors. Peers.

Slide 1-3

Basic Purposes
All

workplace communication has three basic purposes:

To

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

Slide 1-5

Communication Challenges in Todays Workplace

Advances in Technology Workforce Diversity Globalization

Team-Based Organizations

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Usage of Communication Channels at workplace

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

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Communication Networks
Formal

Network

well-established,

usually along operational lines planned

Informal

Network

complex dynamic

13 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. 2.

3.

4.

5.

A message sent by Marci arrives in Kevins sensory world. Kevins senses pick up the message, but may also pick up competing information. Marcis message is filtered through Kevins unique mind and is given meaning. The meaning given may trigger a response, which Kevins unique mind forms. 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.

2.

3.

4.

5.

A message sent by Kevin arrives in Marcis sensory world. Marcis senses pick up the message, but may also pick up competing information. Kevins message is filtered through Marcis unique mind and is given meaning. The meaning given may trigger a response, which Marcis unique mind forms. 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 Meaning The

sent are not always received.

is not in words.

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 Style

Audience-Centered Approach

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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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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