ONLINE Comm in the Bus Envir Section 01 Final Test

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Business Communication:

Process and Product, 8e

Mary Ellen Guffey and Dana Loewy

Instructor PowerPoint Library, 8e

Business Communication in the Digital Age

Ch. 1, Slide 1

Explain how communication skills fuel career success and understand why writing skills are vital in a digital workplace embracing social media.

Learning Objective 1

Ch. 1, Slide 2

Communication Skills in a Complex, Networked World

Ch. 1, Slide 3

Your pass to success

A hot commodity now more than ever

A learned ability, not inborn

Communication Skills: Your Ticket to Work

Ch. 1, Slide 4

Most desirable competencies in employers’ view

Critical to effective job placement, performance, and career advancement

“Career sifter,” leading to great job opportunities or out the door

Communication Skills: Your Ticket to Work

Ch. 1, Slide 5

TOP CHOICES:

Writing

Critical thinking

Problem-solving skills

Self-motivation

Team skills

Source: The MetLife Survey of the American Teacher (2011, May)

Communication Skills: Your Ticket to Work

Ch. 1, Slide 6

Two thirds of salaried employees have some writing responsibility. One third of them do not meet the writing requirements for their positions.

Source: College Board: The National Commission on Writing (2004, September)

What Are

Communications Skills?

Ch. 1, Slide 7

Traditional abilities

New requirements

Reading

Listening

Nonverbal

Speaking

Writing

Media savvy

Good judgment online:

Maintaining positive image and presence

Protecting employer’s reputation

Writing in the Digital Age

Ch. 1, Slide 8

Teens and young adults habitually text, instant message, blog, and e-mail.

Employers expect more formal, thoughtful, informative, and error-free messages.

Workers write their own messages, and less business is conducted face-to-face.

Writing in the Digital Age

Ch. 1, Slide 9

Writing matters more than ever; online media require more of it, not less.

Communicating clearly and effectively has never been more important than it is today.

Life-changing critical judgments about people are being made based solely on their writing ability.

Digital Workplace

Survival Skills

Ch.1, Slide 10

“To succeed in today’s workplace, young people need more than basic reading and math skills. They need substantial content knowledge and information technology skills; advanced thinking skills, flexibility to adapt to change; and interpersonal skills to succeed in multi-cultural, cross-functional teams.”

-- J. Willard Marriott, Jr., Chairman and CEO, Marriott International, Inc.

Source: Casner-Lotto et al. (2006, September). Are they ready to work?

Identify the tools for success in the hyperconnected 21st century workplace, and appreciate the importance of critical thinking skills in the competitive job market of the digital age.

Learning Objective 2

Ch. 1, Slide 11

Ch. 1, Slide 12

Knowledge and information workers engage in mind work.

Workers of the future must make sense of words, figures, and data.

Knowledge available in the digital universe doubles every year.

Talent shortages plague even a bleak U.S. labor market.

Tools for Success in the 21st Century Workplace

Ch. 1, Slide 13

Why Should You Care?

As a knowledge worker, you will be generating, processing, and exchanging information.

You will need to be able to transmit information effectively across various communication channels and media.

You will be expected to make sound decisions and solve complex problems.

Ch. 1, Slide 14

Jobs for Knowledge Workers

m-commerce (mobile technology businesses)

e-commerce (Internet-based businesses)

Brick-and-mortar commerce (traditional businesses)

Three out of four jobs will involve some form of mind work.

Ch. 1, Slide 15

Thinking Critically in the

Digital Age

Having opinions backed up by reasons and evidence

Thinking creatively and critically means:

Anticipating and solving problems

Making decisions and communicating them effectively

Ch. 1, Slide 16

Osborn-Parnes Creative Problem Solving Process

Explore the Challenge

Identify the challenge.

Gather information and clarify the problem.

Generate Ideas

Come up with many ideas to solve the problem

Pick the most promising ideas

Implement Solutions

Select and strengthen solutions.

Plan how to bring your solution to life and implement.

Ch. 1, Slide 17

What You Can Expect in Tomorrow’s Workplace

Being proactive and exercising control over your career.

Forging your own career path and developmental experiences

Finding fewer nine-to-five jobs, predictable raises, lifetime security, and conventional workplaces.

Ch. 1, Slide 18

What You Can Expect in Tomorrow’s Workplace

Working for multiple employers, even changing careers.

Keeping up with evolving technologies.

Needing constant training and lifelong learning.

Managing and guarding your reputation at the office and online.

Ch. 1, Slide 19

Succeeding in a Volatile, Competitive Job Market

Fundamental criteria: required major, course work, and GPA

Communication skills

Strong work ethic and initiative

Ability to work in a team.

What makes the “perfect” job candidate in a gloomy economy?

Describe significant trends in today’s dynamic, networked work environment, and recognize that social media and other communication technologies require excellent communication skills, particularly in an uncertain economy.

Learning Objective 3

Ch. 1, Slide 20

Ch. 1, Slide 21

To connect with consumers

To invite feedback

To improve products and services

Social Media and Changing Communication Technologies

To draw traffic to blogs, tweets, the company website, and online communities

To announce promotions and events

To respond to crises

Ch. 1, Slide 22

Social Media and Changing Communication Technologies

Word of mouth, positive and negative, can travel instantly at the speed of a few mouse clicks.

Ch. 1, Slide 23

Anytime, Anywhere:

24/7/365 Availability

Working long hours without extra compensation

Being available practically anywhere and anytime

Living with an increasingly blurry line between work and leisure

Remaining tethered to the workplace with electronic devices around the clock

The challenges of relentless connectedness across time zones and distances:

Ch. 1, Slide 24

Anytime, Anywhere:

24/7/365 Availability

The physical office is extending its reach by becoming mobile and always “on.”

Americans work 50 percent more than their colleagues in other industrialized nations while enjoying the shortest paid vacations.

A networked, information-driven workforce never goes “off duty” in an organization that “never sleeps.”

The challenges of relentless connectedness across time zones and distances:

The Global Market Place and Competition

Factors that prompted companies to move to emerging markets around the world:

Ch. 1, Slide 25

Advanced forms of transportation

Rise of new communication technologies

Removal of trade barriers

Saturated local markets

The Global Market Place and Competition

Requirements for successful communicators in new markets:

Ch. 1, Slide 26

Practicing cultural awareness, flexibility, and patience

Coping with challenges of multiple time zones, vast distances, and different languages

Understanding different customs, lifestyles, and business practices

Developing new skills and attitudes

Shrinking Management Layers: Advantages

Ch. 1, Slide 27

Cost savings and efficiency

Fewer layers between managers and line workers

Shorter lines of communication

Faster decision making

Quick response to market changes

Shrinking Management Layers: Disadvantages

Ch. 1, Slide 28

The digital revolution has connected us horizontally.

Even rank-and-file workers shoulder more responsibility.

Frontline employees must think critically and make decisions.

Nearly everyone is a writer and communicator.

Collaborative Environments and Teaming

Ch. 1, Slide 29

Involve empowered employees in decision making

What cross-functional teams do:

Form as stable units with the same participants

Learn to work well together over time

Collaborative Environments and Teaming

Ch. 1, Slide 30

Meet ad hoc to solve a particular problem

What project-based teams do:

Disband after meeting their objectives

Face challenges of diverse makeup and dispersed members

Growing Population Diversity

Ch. 1, Slide 31

Percent

65%

60%

46%

16%

19%

30%

13%

2010

2020

2050

White Non- Hispanics

Hispanics

African Americans

Asian and Pacific Islanders

Growing Workforce Diversity

Ch. 1, Slide 32

Benefits consumers, work teams, and businesses

A diverse staff is better able to respond to an increasingly diverse customer base locally and globally.

Team members with various experiences are more likely to create products that consumers demand.

Consumers want to deal with companies respecting their values.

Virtual and Nonterritorial Offices

Ch. 1, Slide 33

Mobile and decentralized workspaces

Flexible work arrangements

“Work shifters,” a new breed of telecommuter

“Coworking,” sharing communal office space as needed

Anytime, anywhere office enabled by technology

Examine critically the internal and external flow of communication in organizations through formal and informal channels, explain the importance of effective media choices, and understand how to overcome typical barriers to organizational communication.

Learning Objective 4

Ch. 1, Slide 34

The Networked Office in a Hyperconnected World

© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © Andrey/Fotolia, © TAlex/Fotolia © tashatuvango/Fotolia,

Ch. 1, Slide 35

Biggest shift:

Smart electronic devices

Social media networks, Web 2.0

One-sided, slow forms of communication

Mobility

Interactivity

Interactive, instant, paperless communication

Media Richness

Ch. 1, Slide 36

The more helpful cues and immediate feedback the medium provides the richer and less ambiguous it is:

Complex issues, sensitive subjects

Routine, unambiguous problems

Face-to-face and telephone conversation

RICH:

Written media (e-mail, letter, memo, note, report)

LEAN:

Social Presence

Ch. 1, Slide 37

Definition: The degree to which people are engaged online and ready to connect with others

Media with high social presence convey warmth and are personal.

HIGH in synchronous communication:

LOW in asynchronous communication:

face to face

video conference

live chat

e-mail

social media post

Information Flow in Organizations

Ch. 1, Slide 38

Horizontal Communication

Among workers at same level

Task coordination Problem solving Conflict resolution

Idea generation

Team building

Goals clarification

Ch. 1, Slide 39

Information Flow in Organizations

Upward Communication

From subordinates to management

Product feedback

Customer data

Progress reports

Suggestions

Problems

Clarification

Downward Communication

From management to subordinates

Policy procedures

Directives

Job plans

Mission goals

Motivation

Overcoming Barriers to Effective Communication

Ch. 1, Slide 40

Create smaller operating units and work teams

Shorten long chains of communication

Provide greater transparency through company publications, meetings, blogs, internal social networks, intranet, videos, podcasts, and other channels

Provide an open, trusting environment for the sharing of ideas

Encourage regular meetings with staff

Overcoming Barriers to Effective Communication

Ch. 1, Slide 41

Train managers and employees to improve communications skills

Establish hotline and ombudsman programs

Train employees in teamwork and communication techniques

Establish fair reward system for individual and team achievement

Encourage full participation in teams

Informal Communication Channels

Ch. 1, Slide 42

Carries unofficial messages

Flows haphazardly

Can be remarkably accurate

Is mostly disliked by management

Thrives where official information is limited

The grapevine: gossip from the break room to the water cooler to social media

Analyze ethics in the workplace, understand the goals of ethical business communicators, recognize and avoid ethical traps, and be able to choose the tools for doing the right thing.

Learning Objective 5

Ch. 1, Slide 43

Ch. 1, Slide 44

Goals of Ethical Business Communicators

Abide by the law

Tell the truth

Label opinions

Be objective

Communicate clearly

Use inclusive language

Give credit

Ch. 1, Slide 45

Overcoming Obstacles to Ethical Decision Making

The false necessity trap:

Convincing yourself that no other choices exist

The doctrine-of-relative- filth trap:

Comparing your unethical behavior with someone else’s even more unethical behavior

Common ethical traps to avoid on the job

Ch. 1, Slide 46

Overcoming Obstacles to Ethical Decision Making

The ends-justify-the-means trap:

Using unethical methods to accomplish a goal

The self-deception trap:

Persuading yourself, for example, that a lie is not really a lie

The rationalization trap:

Justifying unethical actions with excuses

Common ethical traps to avoid on the job

Ch. 1, Slide 47

Choosing Tools for Doing

the Right Thing

Five questions to guide

ethical decisions:

Is the action legal?

Would you do it if you were on the opposite side?

Can you rule out a better alternative?

Would a trusted advisor agree?

Would family, friends, employer, or coworker approve?

End

Ch. 1, Slide 48