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Chap 1 Summary - Le Ngoc Ha

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23 views4 pages

Chap 1 Summary - Le Ngoc Ha

Uploaded by

lengocha.hl15
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© © All Rights Reserved
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Student name: Le Ngoc Ha

ID: 1622384

Chapter 1: Solving Communication Problems in the Workplace

A. The Role of Communication in the Workplace


1. The Importance of Communication Skills
- Communication ranks at or near the top of skills that transcend particular jobs, industries, times
and places.
- The ability to communicate helps you request information, discuss problems, give instructions,
work in teams, and interact with colleagues and clients to achieve cooperation and team
efficiency, be able to think for yourself, take initiative and solve problems.
- Especially important during times of crisis and major change.
- Poor communication causes stress, low morale, obstacles to innovation, and slower career
progression.
- If you perform and communicate well, you are likely to be rewarded with advancement →
makes you a better contributor and a more successful professional.
2. Business Communication as Problem Solving
- Every communication challenge you will face will involve factors that require at least a
somewhat unique solution.
- Problem: a gap between where you are now and where you want to be.

- Heuristic: basic guidelines, rough models, previous scenarios, and other aids that keep you from
having to treat each problem as a brand new problem. Good problem solvers rely on heuristic.
3. Communication Skills – A Breakdown
 Verbal and visual literacy
- Verbal literacy: a core component of communication skill. The greater the range of words and
sentence patterns you’re familiar with, and the stronger your knowledge of grammar and
mechanics, the better you can communicate appropriately with a given audience.
- Visual literacy: extensive exposure to the Internet, with its graphics-rich content, has led readers
to expect all types of written communication to look inviting and easy to read. Visual are critical
to conveying information.
 Interpersonal Skill
- Involved not only written and oral expression but also listening, analysis of the situation and
audience, and use of body language.
 Analytical Ability
- Computational thinking: the ability to interact with data, see patterns in data, make data-based
decisions, and use data to design for desired outcomes has grown, and with it, the need for the
ability to create and read data-based graphics.
- Interpretive skills: being able to determine the deeper meaning or significance of situations,
people’s behavior, and even numerical data.
 Media Literacy
- New media: messaging and text messaging, blogs, tweets, podcasts, virtual meetings, videos,
animation, simulations, e-books, and even online games.
- Social intelligence: the ability to quickly assess the emotions of those around them and adapt
their words, tone, and gestures accordingly.
 Cultural Awareness
- Cross-cultural competency: be aware that your assumptions about business and communication
are not shared by everyone everywhere.
- Core features of culture: preference for individualism or collectivism, religious beliefs, political
environment, ideas about social hierarchy, attitudes toward work itself.

 Ethical Awareness
- On a moral level, doing business in a way that harms others is wrong. On a practical level, doing
so undermines trust, which is critical to the success of business.
- Corporate social responsibility (CSR): accountability to the various groups affected by your
organization, including society as a whole, will and should influence how you work and
communicate.
- Brand activism (social marketing): using their communications and actions to take a stand on
widespread social issues.
4. Professionalism 101
- Business etiquette: the set of behaviors that are expected from you as an employee when you’re
in social situations: good table manners, polite conversation, and appropriate.
- Courtesy: allow others to speak, listen carefully, don’t interrupt, keep your tone of voice under
control, be respect.
- Beyond behavior in social situations: being responsible, conscientious, and cooperative in every
area of your work, being loyal to the organization that pays you, having a strong work ethic,
adapting gracefully to change as needed, having high standards for your communications.
- Being professional leads to better learning on your part, more impressive accomplishments, and
stronger letters of reference, as well as rewarding relationships and a personal sense of pride.
Make sure your content, your wording, and the look of your written work all convey your
professionalism.

B. The Business Communication Environment


5. Main Categories of Business Communication
- View all communications as being one of 3 types: internal operational, external operational, or
personal.
 Internal-Operational Communication
- It includes the ongoing discussions that senior management undertakes to determine the goals
and processes of the organization, the orders, and instructions that supervisors give employees,
as well as written and oral exchanges among employees about work matters, reports that
employees prepare concerning sales, production, finance, maintenance, and other parts of the
organization's operations, the messages that they write and speak in carrying out their
assignments and contributing their ideas.
- This style is pleasant without being too chummy and professional without being stiff.
 External-Operational Communication
- It includes all of the organization’s promotional efforts. In fact, every act of communication with
an external audience can be regarded as a public-relations message. For this reason, all such
acts should be undertaken with careful attention to both content and tone.
- Communication can be friendly, but it is typically more formal than internal communication
unless you know your co-communicator well. When conversing with outsiders, you'll want to be
especially aware that you are representing your organization. Be sure to do so with discretion
and professionalism.
 Personal Communication
- The interpersonal communication that occurs in the workplace that has no clear connection to
the organization’s operations. Helps make and sustain the relationships upon which
organizations depend.
6. The Influence of Organizational Structure and Culture on Communication
 Organizational Structure
- An organization's hierarchy refers to patterns of work dictated by levels of authority,
responsibilities, and lines of communication.
- Three common types of organizational charts: the hierarchy, the matrix, and the flat
organization.
 Organizational Culture
- Purpose of the organization.
- Customers or clients they serve or with whom they do business.
- Size and structure.
- Geographical or physical characteristics.
- Diversity of the organization.
- Values and management styles.

C. The Business Communication Process

7. The Contexts for Business Communication


- Organizational contexts
- Professional contexts
- Personal contexts
- Intertextual contexts
8. The Steps in the Problem-Solving Process
- Define the Problem
- Generate Options
- Evaluate the Options
- Build the Solution
- Deliver the Solution.
 The process of solving a communication problem is recursive.
9. The Bottom Line
- The goal of business communication is to create a shared understanding of business situations
that will enable people to work successfully together.

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