Org behavior chpt11_communication
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Communication
CompatibilityBetween Parties
3
• Control• Motivation• Emotional Expression• Information
Serves 4 functions in groups
4
• Sender• Encoding• The Message• The channel• Decoding • The receiver• Noise• Feedback
Communication Process
5
• Downward• Upward• Lateral
Direction
6
• Grapevine • The Rumor Mill• Arise from conditions that cause anxiety
and/or ambiguity.• Cannot be eliminated entirely.• Gossip provides pro-social motivation.
Informal
7
• Meetings• Networking• Videoconferencing• Telephone• Public speaking
Oral Communication
• Hard to infer tonality, emotion, mood since no voice to back up words.
• Spam permeates.• A avalanche of email = CLUTTER.• Cold way to communicate emotional issues i.e.
employee terminations (Radioshack).• Privacy issues.• Professionalism is lost due to excess familiarity.
Social Media for Business
• Integrate Your Personal Online Presence With Your Professional Brand.
• Potential Employers WILL Check You Out!• Engage and Interact.• Build a Following.• Be Strategic.
Social Media for Biz
The Chazin Group The Chazin GroupCreate a COMPELLING Profile
The Chazin Group The Chazin GroupGet Endorsements
The Chazin Group The Chazin GroupRecommendations MATTER
The Chazin Group The Chazin GroupYour Summary Is Your BIO
The Chazin Group The Chazin GroupEngage Using Groups
The Chazin Group The Chazin GroupCreate Your Own Groups
The Chazin Group The Chazin Group### Hash Tags
BuildYour
Brand!
The Chazin Group The Chazin GroupBlogging Builds S.M.E
The Chazin Group The Chazin GroupAsk Questions to ENGAGE
The Chazin Group The Chazin Group Meet Through Meetup
The Chazin Group The Chazin GroupJoin Groups
The Chazin Group The Chazin GroupJoin Groups
The Chazin Group The Chazin Group Be a Star
Are you “Pinteresting?”
Social Media Mgt
The Chazin Group The Chazin Group
The Chazin Group The Chazin Group
The Chazin Group The Chazin Group
The Chazin Group The Chazin GroupMonitor Your Evolving BRAND
The Chazin Group The Chazin GroupWatch Your Brand Grow (Online)
The Chazin Group The Chazin GroupMonitor Your Evolving BRAND
The Chazin Group The Chazin Group
The Chazin Group The Chazin GroupWatch Your Brand Grow (Online)
Our Textbooks
How Do YOU DefineBusiness Writing?
"Throughout the globe, the written word, in both paper and electronic forms, is seen less as strictly a way of archiving the
business already completed and more as a vital, creative means of
problem solving, collaborating, and actually doing business."
(SOURCE: R. Inkster and J. M. Kilborn, The Writing of Business, Allyn and Bacon, 1999)
How U.S. Business People Communicate
The U.S. is the MOST Overworked
Developed Nation in THE WORLD…
The Chazin Group The Chazin GroupThe Research PROVES It
• The White-Collar Sweatshop by Jill Andresky Fraser
• The Overworked American by Juliet Schor• The Working Life by Joanne B. Ciulla
The Chazin Group The Chazin GroupA Field of Study Emerges
Overworked=More Stress= Fatigue High Blood Pressure Heart Disease Overeating Substance Abuse Lost Time With Loved Ones Spousal/Child Abuse Anger Management/Road Rage Early Death Suicide
“In a global marketplace, it is absolutely critical that we
communicate effectively, to achieve our organizational
goals."(SOURCE: me, 2012)
What’s the PURPOSE of Business Writing?
• Explain or justify actions already taken.• To convey information.• To influence the reader to take action.• Deliver good/bad news.• Direct action.
http://grammar.about.com/od/ab/g/businesswritingterm.htm
It’s PURPOSE
“Writing ismaking
sense of life."(SOURCE: Nadine Gordimer)
Poor Writing…Poor Results!
• Net Future Institute Research study revealed online communication issue isn’t ENOUGH email but inability to GET THE POINT ACROSS.
• One in 3 U.S. workers in top companies write poorly.
• Poorly written business communications wastes time, drains resources, and causes errors. (HR magazine June ‘06)
• 85% of survey respondents said poor communications wastes time, 70% cited lost productivity (HR magazine April ‘06)
Result of POOR Communication
BEFORE YouStart Writing…
• What’s the situation/problem/issue that is prompting me to write this?
• Why are you writing this document?• Who is going to read it?• What do your readers need to know?• What action do you want your readers to take?
Ask Yourself…
Good business writing DEMANDS you know what
you are doing.
Have a 60-second conversation with YOURSELF.
Developing an OutlineVersus
Free writing
Outlining
On Writing…
The Communication STRATEGY
• Strategic communication is based on 5 variables:– Communicator (Writer) Strategy– Audience Strategy– Message Strategy– Channel Choice Strategy– Culture Strategy
Communication Strategy
• GENERAL: The broad overall goal.• ACTION: A series of action outcomes – specific,
measurable, time-sensitive steps required, to accomplish general objective(s.)
• COMMUNICATION: The result you hope to achieve from a specific communication effort (a report, email, presentation, memo.)
Define Your Objectives
Your Communication
“STYLE”
• Join/Consult Approach: Learn from the audience. The “inquiry” style. Consult is collaborative, and Join is even more collaborative (like brain-storming.)
• Tell/Sell Approach: When you want your audience to learn from you. In tell you inform or explain. In SELL, you persuade/advocate for.
(SOURCE: Tannenbaum & Schmidt study of Leadership)
Communication STYLE
Establish Your Credibility
• Remember how I started this first session…?• What is your audience’s perception of your
initial credibility? What do they think of you?• Factors that determine credibility:– Rank– Goodwill– Expertise– Image– Common ground
Subject Matter Expertise
Audience Strategy
• Who are they?• What do they know and expect?• What do they feel?• What will persuade them?
Audience Strategy
Message Strategy
• Key points• Key questions• Steps in a process• Alternatives to compare
Organize
Audience, Purpose, Scope, Organization
and Channel
Letter Versus Memo
82
• Be organized.• Cite all work not your own with footnotes
and resources (bibliography.)• Never plagiarize.• Start with an outline.• Do NOT interject opinion unless an opinion
piece.• Introduction, body, summary. Each
paragraph has lead in sentence, 2-3 sentences to support lead in, and a closing sentence.
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