Documentos de Académico
Documentos de Profesional
Documentos de Cultura
CHAPTER ONE
(i)Advances in technology
(ii)Globalization & Workplace Diversity-Business today are
crossing national boundaries to compete on a global scale
(iii)Team Based Organizations
COMMUNICATION IN ORGANIZATIONAL SETTINGS
COMMUNICATING INTERNALLY
President
PHASE 1 PHASE 6
Sender has an Receiver sends
Idea feedback
CHANNEL
PHASE 2 AND PHASE 5
Sender encodes MEDIUM Receiver decodes
Idea message
PHASE 3 PHASE 4
Sender transmits Receiver gets
Message Message
COMMUNICATION BARRIERS
(ii)Restrictive Environments
The communication climate suffers when information is
distorted ,fragmented ,or blocked by an authoritarian style of
management.
(iii)Deceptive Tactics
Using deceptive attics to manipulate receivers blocks
communication and ultimately leads to failure. Example deceptive
communicators may exaggerate benefits, quote inaccurate
statistics, hide negative information behind an optimistic attitude.
-Attitude is a reality consistent learned predisposition to behave in
a certain way in response to a given object.
(iv)Distractions
Business message can be interpreted or distorted by uncountable
types of distraction ,including the following;
a) Physical distractions –Bad connections, poor acoustics, or
illegible copy may seem trivial, but they can block an
otherwise effective message .Example ,your receiver
might be distracted by an sore chair, poor lighting, health
problems ,or some other irritating conditions.
b) Emotional distraction-When you’re upset, hostile ,fearful,
you have a hard time shaping a message objectively.
c) Informational overload-The sheer number of messages can
be distracting, makingb it difficult to discriminate between
useful and useless information.
d) Round the clock accessibility-Technologies demand for
instant answers means that professionals find themselves
constantly tied to work 24.
WORKING IN TEAMS
TYPES OF TEAMS
Two popular types of informal teams are problem solving teams
and task forces.
(i)Problem-solving teams and task force are informal teams that
assembles to resolve specific issues and then disband once their
goal has been accomplished. Team members often include
representatives of many departments so that those who have a
stake in the outcome are allowed to provide input.
(ii)A Committee –Committee are long-term teams. Committee
usually has a long life span and can become a permanent part of
organizational structure. They role is typically deal with regularly
recurring task e.g. a grievances committee and other employees
working environment matters
(iii)Virtual teams –Virtual teams can use computer network,
teleconferencing ,e-mail, video conferencing and web technology
to build teams that are as effective as those in organizations
functioning under a single roof.
ADVANTAGES OF TEAMS
(i)Information and knowledge –By pooling the resources of several
individuals, teams bring more information to the decision making
process.
(ii)Diversity of views- Teams member bring a variety of
perspectives to the decision making process.
(iii)Acceptance of a solution- Those who participate in making a
decision are more likely to support it enthusiastically and
encourage others to accept it.
(iv)Performance levels- Team members share a sense of purpose
and mutual accountability can fill the need to belong to a group,
reduces boredom, increase feelings of dignity and self-worth,
reduces stress and tension between workers, and unleash vast
amounts of creativity and energy.
DISADVANTAGES OF TEAMS
(i)Groupthink – individual member may be willing to set aside
their personnel opinion and go along with everyone because
he/she belongs to a team, instead of making the right decision.
Groupthink can lead to poor decision and ill advised action and
can even induce people to act unethically.
(ii)Hidden agendas –private motives can affect the groups
interaction. Each person’s hidden agenda can detract from the
teams effectiveness.
(iii)Free riders – some members don’t contribute their fair share to
the groups activities because they aren’t being held individually
accountable for their work .The free-ride attitude can lead to
certain tasks going unfulfilled.
(iv)High cost of coordinating group activities – aligning schedules
arranging meetings ,and coordinating individuals parts of a project
can eat up a lot of the teams time and money.
GROUP DYNAMICS
The interaction and process that take place in a team are called
group dynamics .Some teams are more effective than others,
simply because the dynamics of the group facilitate member input
and the resolution of differences. To keep things moving forward,
proactive teams also tend to develop rules that are conducive to
business.
Team Roles
Members assure the role of:
(i)-Self-orientated roles- are motivated mainly to fulfill personal
needs, so they tend to be less, productive than other members .
(Dysfunctional)e ,g controlling, withdrawing, attention seeking
,diverting.
(ii)Team –maintenance roles- to help everyone work well
together .e. g encouraging, Harmonizing refers to reconciling
difference among team members through mediation or by using
humor to relieve tension, compromising.
(iii}Task-facilitating roles – To help solve problems or make
decision .e. g initiating, information giving or seeking,
coordinating and procedure setting.
Conflict in Teams
Conflict can arise for any number of reasons, such as competition
for scarce resource, disagreement about who is responsible for a
specific task, or misunderstanding or misperception of other teams,
members. Basic difference in values, attitude ,and personalities
may lead to arguments .Conflict is constructive if it forces
important issues into the open ,increase the involvement of team
members ,and generates creative ideas for the solution to a
problem. Conflict is destructive if it diverts energy from more
important issues ,destroy the morale of teams or individual team
members, or polarize or divides the team.
-A win-win strategy is based on the idea that a solution can be
found to satisfy all parties .
-To avoid destructive conflict, practice empathy, directness, fair
mindedness, and patience .
How to find win-win strategy in conflict;
-express understanding
-make people aware of their resistance
-evaluate others objections fairly
-Hold your arguments until the other person is ready for them.
CHARACTERISTICS OF EFFECTIVE TEAMS
Agenda
1 Apologies for absence
2 Minutes of the Annual General Meeting held on 9 March 2009
3 Matters arising from the minutes
4 Report of the committee on the 2009 season.
5 Annual accounts and Treasurer’s Report.
6 Election of officers.
7 Possible increase of membership subscription.
8 Any other business.
9 Date of next meeting.
MINUTES
Planning Committee meeting
Wednesday January 27,2010
Present: (All invited attendees who were present are listed
here, generally by rank ,in alphabetical order ,or in same
combat ion)
Absent: (All invited attendees who were not present are listed
here, in similar order).
IMPROVING YOUR LISTENING SKILLS
LISTENING PROCESS
Listening involves five related activities that usually occur in
sequence:
(1)Receiving :physically hearing the message and taking note of it.
(2)Interpreting: assigning meaning to sounds according to your
own values, belief ,ideas, expectation ,roles, needs ,and personal
history.
(3)Rembering : storing message for future reference.
(4)Evaluating: applying critical think skills to weigh the speakers
remarks.
(5)Responding: receiving once you’ve evaluated the speaker’s
message, either by giving appropriate feedback or by acting on the
speaker message.
BARRIERS TO EFFECTIVE LISTENING
(1)Physical distraction (5)Self-centeredness
(2)Differing view points (6)Selective listening
(3)Poor note taking (7)Speech/ thought -disparity
(4)Prejudgment (8)Inappropriate reaction
LISTEN ACTIVELY
Stay alert and focused by searching for something you can use, by
finding areas of common interest.
Ask yourself questions:
-What’s in it for me? What action should I take?
-Listening is not a passive activity. To do it well, you need to take
the initiate.
-Try to take meaning notes ,jot down brief notes that are easy to
interpret and easy to review.
-Sort the facts from the principles ,the ideas from examples, and
the evidence from opinion.
-Finally, try to overlook the speaker’s delivery. Evaluate and be
critical of the content, not the speaker.
PROVIDE FEEDBACK
By behaving like an attentive listener, you will listen better. Make
eye contact, lean forward ,nod frequently, give feedback when
appropriate, and reminder people’s names. Don’t interrupt or
demonstrate impatience.
-Avoid making facial grimaces, moving back or away from the
speaker ,fidgeting in your chair.
-Don’t gaze around the room or fixed into space .
-Don’t shuffle papers or wave to someone who enters the room.
-Yours attentiveness will help you listen and listen and will also
stimulate the speaker.
(3)TELEPHONE INTERACTIONS.
Use your attitude and voice to establish your professionalism over
the phone. For effective phone conversations, try to do the
following:
-Use frequent verbal responses that show you’re listening (oh
yes .”I see,” that’s right”)
-Increase your volume just slightly to convey your confidence
-Vary your pitch and inflection.
-Speak a bit more quickly, although always clearly and slowly
enough for people to understand what you’re saying.
(i)Receiving Phone Calls - To be as effective as possible when
receiving calls observe the following helpful tips:
-Answer promptly and with a smile
-Identify yourself
-Establish the need of your caller
-Be positive
-Take complete accurate messages
-Explain what your are doing.
(ii)Making Phone Calls – The key to making effective telephone
calls is planning. To make effective phone call, practice the
following tips;
-Be ready before you call
-Schedule the call
-Eliminate distractions
-Make a clear, comprehensive introduction
-Don’t take up too much time
-Maintain audience focus throughout the call
-Close in a friendly positive manner
(iii)Using Voice Mail - Voice mail lets you send ,store ,and
retrieve verbal messages .Be clear and concise when leaving voice
mail messages:
-Be brief -Be accurate
-Sound professional -keep your callers in mind
-Make options logical and helpful
-Keep your personal greeting current
-Respond promptly
When you leave a message on someone else’s voice mail system
,think about your message in advance ,and plan it carefully .Keep
in mind the following tips:
-Keep the message simple
-Sound professional
-Avoid personal messages
-Reply your messages before leaving the system.
-Don’t leave multiple, repetitious messages
-Never hide behind voice mail.
CHAPTER 3
COMMUNICATING INTERCULTURALLY
Intercultural Communication – is the process of sending and
receiving messages between people whose cultural background
leads them to interpret verbal and nonverbal signs differently.
Contextual Differences
Culture context is the pattern of physical cues,environment
stimuli ,and implicit understanding that conveys meaning between
members of the same culture.
-High –Context culture such as South Korea or Taiwan ,people
rely less on verbal communication and more on the context of
nonverbal actions and environmental setting to convey meaning.
In High – Context Cultures – the rules of everyday life are rarely
explicit,instead ,as individuals grow up ,they learn of everything
life ,how to recognize situational cues (such as gestures and tone of
voice)and how to respond as expected.
In a low – Context Culture – such as the United States or
Germany ,people rely more on verbal communication and less on
circumstances and cues to convey meaning.In a low – context
culture,rules and expectations are usually spelled out through
explicit statements such as “Please wait until i’m finished” or “
You’re welcome to browse.
SOCIAL DIFFERENCES
- In any culture,rules of social etiquette may be formal or
informal.
- Formal rules are the specifically taught do’s and dont’s of
how to behave in common social situation,such as table
manners at meals.
- Informal rules govern how males and females are supposed
to behave ,when it is appropriate to use a person’s first
name ,and so on .
NONVERBAL DIFFERENCES
Nonverbal communication is extremely reliable in ascertaining
meaning.Nonverbal element are apparent in attitudes towards
personal space and in body language.
(a)Concept of personal space -People in Canada and USA
usually stand about five feet apart during a business
conversation.However,this distance is uncomfortably close for
people from Germany or Japan and uncomfortably for Arabs
and Latin Americans.
(b)Use of body language – Don’t assume that someone that
from another culture who speaks your language has mastered
your cultures body language .e.g USA and CANADA say no by
shaking their heads back and forth,people in Bulgaria nod-up,
and down,and people in Japan move their right hand.
-Recognizing cultural differences is only the first step in
improving your intercultural communication.
OVERCOME ETHNOCENTRISM
-Strereotyping – predicting individuals behaviors or character
on the basis of their membership in a particular groups or class.
-To overcome enthnocentrism,follow a few simple suggestions:
(i)Acknowledge distinctions - Don’t ignore the difference
between another person’s cultures and your own.
(ii)Avoid assumptions – Don’t assume that others will act the
same way you do ,that they will operate from the same
assumptions,or that they use language and symbols the same
way you do.
(iii)Avoid judgments- When people act differently,don’t
conclude that they are in error,that their way is invalid,that their
customs are inferior to your own.
PART 11
CHAPTER 4
APPLYING THE THREE –STEP WRITING
PROCESS
(1)PLANNING (50%)
Analyze the situation
-Study your purpose,layout your writing schedule,and then profile
your audience.
Gather Information
Gather information through formal or informal research method.
Adapt to the Audience
Choose the right channel and medium;then establish a good
relationship with your audience.
(2)WRITING (25%)
Organize the information
-Define your main idea, limit the scope , group your points, and
choose the direct or indirect approach.
Compose the message
Control your style through level of formality and conversational
tone, choose your words carefully so that you can create effective
sentence and paragraphs.
(3)COMPLETING 25%
Revise the message
-Evaluate content and review readability; then edit and rewrite for
conciseness and clarity.
Produce the Message
Use effice design element and suitable delivery methods.
Proof read the Message
Review for errors in layout , spelling and mechanic.
Audience Profile
-Who is your primary audience? -How to establish credibility
-How big is your audience ? with them .
-What is your audience’s -What information is
Composition ? pertinent to them.
-What is your audience’s level -What audience members
of understanding ? want to know.
-What is your audiences probable
reaction? How an Audience Profile
Helps You Plan Your
Message
GATHERING INFORMATION
(4)Be Polite
-Being polite is another good way to earn your audience’s respect.
Instead of This Use This
-You really fouled thing up -Let’s go over what went wrong
with that last computer run. with the lost computer run so
that the next run goes smoothly.
-You’ve been sitting on my -We are eager to receiver our
order for two weeks,and we order when can we expect
need it now delivery?