Transcript COMMUNICATION - Business Communication Network

ATTENDANCE
CHARACTER
TEAMWORK
APPEARANCE
ATTITUDE
COMMUNICATION
PACE Series on Workplace Ethics
The Academy of Irving ISD
PRODUCTIVITY
ORGANIZATIONAL
SKILLS
2004
COMMUNICATION
COOPERATION
RESPECT
ETHICS IN THE
WORKPLACE
“Ultimately the ethical effectiveness
of an organization rests on the
decisions and actions of those in a
leadership role. Leader behavior
becomes the model for what the
organization requires and expects
from the total employee body.”
“Ethics in the Classroom” by Dr. Shirley A. Mixon, East Central University, 2004
2004
Communication
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Effective listening
Good organizational skills
Good communications skills
Being friendly
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2004
“We read, write, speak,
listen, and think in words.
The words we know touch
everything we do.
Increase your learning
power by discovering new
words.”
2004
Select Agendas, 2004
COMMUNICATION:
Skills Assessment
What type of communicator are you?
Next to each skill listed, rate yourself from 1 to 3 (1 = rarely, 2 = sometimes, 3 = always).
_____When I’m speaking to someone face-to-face, I maintain eye contact.
_____When I’m listening to someone else speak, I maintain eye contact.
_____When I’m having face-to-face conversation, my body language is friendly and relaxed.
_____I’m careful not to interrupt when others are speaking.
_____I take accurate phone messages when others are not home to receive their calls.
_____When I answer the phone, I say hello and let the caller know to whom they’re talking.
_____I know how to read others’ body language.
_____In class, I raise my hand before I answer a question.
_____In school, I’m careful to keep my voice down when other students are studying nearby.
_____I’m respectful when I speak to my instructors and the school staff.
_____When a lot of people are talking at once, I don’t raise my voice but wait quietly until it’s my
turn to speak.
_____When I’m introduced to someone new, I smile and give him or her a firm handshake.
_____I stand straight and tall when I enter a room.
_____If I walk into a gathering in which I don’t know anybody, I walk up to someone who looks
friendly and introduce myself.
_____People tell me I’m a good listener.
_____I enjoy talking to other people.
_____I know how to argue without getting angry or abusive.
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2004
Communication
Has Work Ethics Changed?
Managers and employees complain
that many workers no longer have
the work ethic of the past, especially
younger workers who have been
given the label of the “me
generation.”
Give work to someone only to be
disappointed with their lack of
initiative and motivation, a situation
experienced by a majority of
business people, both managers
and employees.
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2004
Communication
Has Work Ethics Changed?
Employee motivation is contrary to
the obvious fact that people
generally want to be successful and
perform work tasks to the
satisfaction of their employers.
The lack of motivation of others at
work is an example of our own
behavior.
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2004
Communication
Has Work Ethics Changed?
Employee motivation is contrary to
the obvious fact that people
generally want to be successful and
perform work tasks to the
satisfaction of their employers.
Supervisors describe the job as they
want it to be performed and the
workers describe the job as they
understand it should be performed.
The description of the job to be done
varies from 25-50% percent between
the supervisor and worker.
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Communication
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A sender expresses an emotion or a
feeling, creates an idea, or senses
the need to communicate
Process is triggered when the
sender makes a conscious or an
unconscious decision to share the
message with another person—the
receiver.
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Communication
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Based on something that conveys
meaning: the message
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verbal (spoken or written)
nonverbal (body language, physical
appearance, or vocal tone)
context—or place and time—of the
communication
 makes a big impact on how it will
be received
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Communication
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Message sent and received through
one of five senses
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Seen
Heard
Touched
Tasted
Smelled
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Communication
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Communication channels
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Work setting
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seen through body movement, letters,
memos, newsletters, bulletin board notices,
signs, emails, etc.
heard come through conversations,
interviews, presentations, telephones,
radios, and other audio media
sight and sound are the two most frequently
used in our society
Receiver gives feedback (return
message) unconsciously or
consciously
Process is on-going
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2004
Communication
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Sender’s worst assumption …
message received as intended
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Assume that something will go wrong
Take steps to prevent that occurrence
Barriers to good communications
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Always present
Language itself can be a barrier—
unclear wording, slang, jargon, the tone
Failure of the sender to realize that his
or her body language might contradict
the spoken message
Channel used to convey the message
might be wrong
Poor listening
skills
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2004
Communication
Non-Verbal
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People telegraph intentions and
feelings whether aware of it or not
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Unintentional senders
Whatever goes on inside shows outside
Conveyed messages go far beyond
words spoken
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Tone of voice
Body language
Comes particularly from the face, eyes,
body, clothing, gestures, and touch
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2004
Communication
Non-Verbal
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Be careful to interpret signals
correctly
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Crossed arms might be expressing
defiance, but might also just be feeling
cold
Check out facial expressions and other
nonverbal signs to determine correct
reading
Depend on reading of facial
expressions to judge feelings
Depend on face as most trustworthy
indicator of emotions such as
happiness, surprise, fear, anger, joy,
sadness, disgust, contempt, interest,
concern, and embarrassment
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Communication
Non-Verbal
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Look at face for insight into person’s
character (for example, an “open, honest
face,” a “strong chin,” or “beady eyes”)
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Moustache, beard, or long hair
might suggest conformity or
nonconformity, depending on time
and context
Grooming of hair says much about
person’s meticulousness
Narrowed lips or jutted-out chin
might mean a person is angry or
defiant
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2004
Communication
Non-Verbal
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Eyes convey much meaning
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eye contact—or a lack of it—might tell
about person’s confidence, friendliness,
honesty, or desire to dominate
narrowed eyes suggest anger, irritation,
or doubt
pupils signify interest or disinterest
pupils dilate when person is interested
or excited … grow smaller when person
is bored or uninterested
brow area and narrowing of eyes tell
receiver much
frowns, scowls, and raised eyebrows
indicate displeasure or intensity
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Communication
Non-Verbal
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Body is another rich source of
nonverbal confirmation or denial
of our verbal message
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Draw conclusions about people
before words exchanged based on
sex, posture, height, weight, and
skin color
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People stereotype others by thinking
that tall people make good leaders,
overweight people are jolly, and women
are too emotional
Notice how senders of messages hold
their bodies
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Communication
Non-Verbal
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Crossed arms a sign of
defensiveness, defiance, or
withdrawal
Hands on hips signal goal oriented
or ready and able to take something
on
Leaning back in chair with hands
clasped behind the head interpreted
as sign of superiority, smugness, or
authority
A slouched posture means
humiliation, defeat, or submission
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2004
Communication
Non-Verbal
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Using arms, bodies, and legs to
block sign of territorial feelings
Turning shoulder or body slightly
away sign of rejection
Appearance discloses pieces of
information
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Dressing immaculately … careful and
detailed
“Old-fashioned” dress … conservative
opinions and values
Excessive jewelry … materialistic
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Communication
Non-Verbal
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Clothing during working hours tell
what we do for a living
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Blue-collar clothes designed to help or
protect
White-collar clothes are formal, little
protection
Most common form of social
physical contact—the handshake
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Indication of welcome, liking,
acceptance, and greeting
Considered extremely rude not to
accept an offered hand
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2004
Communication
Non-Verbal
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Method of shaking hands …
Bone-crushing grip seen as desire to
dominate
 Limp grasp sign of insecurity or
negative outlook on life
 Mechanical pumping up and down in
series of convulsive jerks suggests
mental rigidity, strong will, and
inflexibility
Be very careful with touching others at
work because of harassment issues
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www.gvtc.org/workethicsonline
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Communication
Non-Verbal
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Nonverbal message readers …
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Look at totality of cues rather than
isolated ones (remember the crossed arms?)
Take context (time and place) of message
into account
Compensate for own biases and
prejudices
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2004
Communication
Oral
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Successful communicators
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Full responsibility for success in
process
Take responsibility for ensuring what’s
heard is understood
Recognize barriers to good
communications exist
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Speak in simple, grammatical, and
understandable terms
Give examples, ask for feedback, rephrase,
and make it easy to get true intent of
communications
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2004
Communication
Listening
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Without proper listening,
communication does not occur
Effective listening is …
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Active participation in a conversation
Helps speaker become understood
Must hear and not assume what is
said
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Communication
Listening
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Listeners …
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Passive listener …
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Active listener …
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Attentive
Does not assist speaker
Sit or stand alertly
Maintain eye contact with speaker
Concentrate on speaker’s words
Make verbal responses
Summarize parts for clarification
Difference in speed: speak vs. listen
… time lag in conversations
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Communication
Listening
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Good listeners …
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Speaker’s mannerisms, accent,
dress or grooming, language style,
or delivery
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Do not daydream during lag
Use time to organize what is being said
and relate to message
Guards against distractions to message
Distracting if not tuned out
Avoid letting first impressions of
speaker hinder ability to hear message
Don’t interrupt to interject own
thoughts
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Communication
Listening
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Pay attention to tone of words and
nonverbal cues
Effective listening …
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Concentrate so that competing external
and internal distractions are eliminated
Probe and reflect by asking questions
to seek clarification and greater
understanding
Summarize (paraphrase) and feed back
to speaker what’s been heard
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2004
Communication
Telephone Skills
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Easier to be rude to someone not
seen
Negative ways lack of telephone
etiquette impacts work ethics
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Anger, irritation, and frustration can be
suggested by tone of voice
Ignoring calls and messages suggests
that unconcerned about clients and
customers
Transfer callers without trying to
address concerns show a disinterest,
apathetic attitude
Speak on phone with a smile in
voice
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Communication
Telephone Skills
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Voices should be clear and distinct
Demonstrate a service attitude by
offering assistance
Do not transfer calls blindly: make
sure caller’s problem will be
resolved
Be discreet when using the phone
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Think through requests for information
Give out information really needed by
the caller
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Communication
Telephone Skills
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Caller asks for supervisor
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NO: “Mr. Jones is playing golf this
afternoon.” … unnecessary information
YES: “Mr. Jones will be in the office
tomorrow morning. May I help you or
have him return your call?”
Avoid slang in telephone
conversations
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Say “certainly” instead of “yeah” say
Say “goodbye” instead of “bye-bye”
YES: “I beg your pardon. Would you
please repeat that?” if not understood
NO: “Huh?”
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Communication
Telephone Skills
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Taking telephone messages for
others
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Do not hurry; may miss necessary
information
Incomplete messages are frustrating
Repeat message to caller to ensure
accuracy
Callers placed on hold
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Ask permission first
Offer to call back if unwilling to wait
Irritates caller to be left on hold
Apologize for having the caller wait
when placed on hold
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Communication
Telephone Skills
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Unhappy or angry customer
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Be very careful
Let caller vent (spill anger)
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Ready to listen when finished
Easier to solve problem
Express understanding/concern when
appropriate
Nasty/foul language
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Warn caller to refrain or will hang up
Do not have to listen, but warn caller
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Communication
Telephone Skills
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Summary
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Treat callers as you would want to be
treated
Treat them as if they were standing in
front of you
You are the company; company’s sole
ambassador during that phone
conversation
www.gvtc.org/workethicsonline
2004
Communication
E-mail Etiquette
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Rules of Etiquette: Things to Avoid
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Profanity
Use of slang or street jargon
Any words or tone that can be
misconstrued as confrontational
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Communication
Email Etiquette
Why do we need email etiquette?
 Professionalism: by using proper
email language company will
convey a professional image
 Efficiency: emails that get to the
point are much more effective than
poorly worded emails
 Protection from liability: employee
awareness of email risks will
protect company from costly law
suits
www.gvtc.org/workethicsonline
2004
What are the email etiquette rules?
Be concise and to the point
Do not forward chain letters
Answer all questions, and pre-empt further
Do not request delivery and read receipts
questions
Do not ask to recall a message
Use proper spelling, grammar & punctuation
Do not copy a message or attachment without
Make it personal
permission
Use templates for frequently used responses Do not use email to discuss confidential
Answer swiftly
information
Do not attach unnecessary files
Use a meaningful subject
Use proper structure & layout
Use active instead of passive
Do not overuse the high priority option
Avoid using URGENT and IMPORTANT
Do not write in CAPITALS
Avoid long sentences
Don't leave out the message thread
Don't send or forward emails containing
Add disclaimers to your emails
libelous, defamatory, offensive, racist or
Read the email before you send it
obscene remarks
Do not overuse Reply to All
Don't forward virus hoaxes and chain letters
Mailings > use the bcc: field or do a mail
Keep your language gender neutral
merge
Don't reply to spam
Take care with abbreviations and emoticons
Use cc: field sparingly
Be careful with formatting
Be concise and to the point
Take care with rich text and HTML messages
Don’t make an e-mail longer than needs to 2004
be
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Communication
Business Etiquette
What are the tips for properly
handling of an incoming call?
All incoming calls should be answered in
a timely manner.
Business phones should be answered
with a phrase like, "Good morning, ABC
Company, Carol speaking, may I help
you?" In an office that answers the phone
hundreds of times daily, this particular
phrase may be too much to say. It can be
shortened; but the company name needs
to be stated as soon as the phone is
answered along with the person's name
who answered the phone. This lets caller
know that they have reached the right
business to whom they are speaking.
www.gvtc.org/workethicsonline
2004
Communication
Business Etiquette
What are the tips for properly
handling of an incoming call?
Never put a caller on hold; however, if you
do, check back every minute or so and
ask if they would like to continue to hold.
Speak clearly and slowly when you
answer a business phone. Do not slur or
mumble your words. Speak with
confidence so person on other end has
the feeling that you know what you are
doing. Remember your manners too.
Never be rude to a caller, no matter how
nasty they are. Remember to handle self
in a professional, business-like manner,
handling situation in a calm, cool manner.
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2004
Communication
Business Etiquette
What are the tips for properly
handling of an outgoing call?
Speak clearly and slowly when making a
business call. Time may be money, but if
other party cannot understand what is
said, might as well have saved breath and
not made the call at all.
All customers expect to work with a
professional organization. First sign is
how they are treated by the employees.
When calling a business, proper etiquette
is to give your name and the company's
name you work for to whomever answers
the telephone. Do not make them guess
who it is or make them pry it out of you.
www.gvtc.org/workethicsonline
2004
Communication
Business Etiquette
What are the tips for properly
handling of an outgoing call?
If you get the wrong number, apologize to
the person who answers the phone -- do
not just hang up. This is especially
important nowadays when people have
Caller ID's on their phone lines. All they
have to do is to check their device to find
out who just rudely hung up on them.
When leaving a phone message; always
state your name, company, phone number
and reason for calling. Do not stammer or
stutter and use up an unreasonable
amount of time.
www.gvtc.org/workethicsonline
2004
Appearance: Educational Netiquette by Sharon Wilson
One of the major problems that I have encountered in administering web courses is that of email
communication. It has become such an issue that I did a little research myself to find out what is
wrong and what is right. Sending an email message to an instructor is not quite the same as the
informal messages you send to your friends. Educational email should be slightly more professional.
I know I personally take special care to show respect in my emails to students and have grown to
expect the same thing from them. Don’t labor over your emails too long but please proofread and be
certain you are conveying the content and emotion appropriate to the situation.
According to Kaitlin Sherwood at Webfoot.com, by 1998 about 30% of adults in the US and Canada
used email. Because of its speed and broadcasting ability, email is different from paper-based
communication. Email also tends to be more conversational. In a paper document it is essential to
be clear and concise because your audience can’t ask about it. With email however, the recipient
can ask questions immediately. Thus email may tend to be sloppier like a personal conversation.
You need to be aware that the recipient will not have certain cues such as dress, diction, and dialect.
You have to decide when to be sloppy and when to be professional. Email cannot convey emotions
like face-to-face or telephone conversations. It lacks vocal inflection, gestures, and a shared
environment. Your recipient may have difficulty deciding if you are serious or kidding, happy or sad,
frustrated or excited. Sarcasm is particularly dangerous to use in email.
Another difference between email and other media is that what the sender sees may not be what the
reader sees. Your vocal cords make sound waves that are perceived the same by everyone’s ears.
However, with email the software and hardware you use for composing, sending, storing,
downloading, and reading may be completely different from what your correspondent uses. The
message’s visual qualities may be different by the time it reaches the recipient. So your email
compositions should be different from both your
paper compositions and your speech.
www.gvtc.org/workethicsonline
2004
Appearance: Educational Netiquette by Sharon Wilson
Know when email should be informal or professional. When the message is of a
professional nature you should use punctuation and capitalize the word “I” as you
would in a letter.
Write descriptive subject lines so people can prioritize mail.
Do not use “chat” English in any of type of email.
Be sure and identify yourself in each email.
Don’t type in all caps. It is perceived as shouting. You don’t want to shout!
Do not send flames (rude emails) in a professional setting. Do not send email when
you are angry. Wait until you have calmed down.
Consider carefully what you write. Proofread and realize what emotion you may evoke
in the recipient.
Don’t attach large files (50K or more) without getting permission from the recipient.
When sending a web address be sure to include http:// in the address.
Don’t use acronyms when sending professional emails.
Read over your email before sending. Emails to professionals are not as informal as
messages to friends.
Use your spell-check. Your email may be devalued because of misspelled words.
Be careful with punctuation. When you use several exclamation marks or questions
marks it makes you appear angry.
A basic rule for professional/educational netiquette is to treat the person at the other
end of the message the same way you want to be treated. Just because you cannot
see them is no excuse for rudeness.
www.gvtc.org/workethicsonline
2004
Why are good communication
skills important?
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Allows you to express your feelings
or emotions about a situation
Allows you to get the appropriate
feedback from the listener
To make sure that the message that
you want to send is received
properly.
www.gvtc.org/workethicsonline
2004
Non-Verbal Communication
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Received through your tone of voice
Through your body language
Through your eye contact, facial
expression and
Even through the way your dress
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2004
Oral Communications
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You must be a successful
communicator for your message to
be received as intended
You should be grammatically correct
when you speak
Try to have an extended vocabulary,
reading can help you to develop one.
www.gvtc.org/workethicsonline
2004
Listening Skills
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Be an active listener, participate in
the conversation that you are having.
Give verbal responses to let the
speaker know that you are listening.
Use eye contact and maybe
gestures if they apply to the
situation.
Let the speaker finish their own
sentences
www.gvtc.org/workethicsonline
2004
Telephone skills
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When placing a call, introduce
yourself when phone is answered.
Speak clearly
Use good grammar and an extended
vocabulary
Always be respectful to callers and
answer the person as clearly and
accurately as possible
Treat callers the way that you would
want to be treated.
www.gvtc.org/workethicsonline
2004
Telephone Etiquette
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The person who answers the phone
for a company gives the customer
his first impression of the company
The receptionist is the ambassador
for the company
You must be a professional at all
times
Telephone Etiquette
Techniques
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Answer the phone AS SOON AS it
rings
Always remember that the person at
the other end is a human—talk to
them as if they are standing in front
of you
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You must rely on your voice (pleasant
tone and medium speed) and what you
say
Always answer the phone with a
smile—this will convey a smile in your
voice
Be natural
www.gvtc.org/workethicsonline
2004
Telephone Etiquette
Techniques
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Be attentive
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If a caller is angry, do not interrupt
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Most angry callers are easier to handle once
they have vented
Interrupting will only make the caller madder
Do not hang up on the caller unless he is
physically threatening you
Get your supervisor’s help if needed
Respond to what the caller wants
(if possible)
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Transfer the caller to a person that can help
him if you can’t
www.gvtc.org/workethicsonline
2004
Telephone Etiquette
Techniques
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Be discreet
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Be helpful, but not specific
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Correct: “Mrs. Smith is unavailable at the
moment; can I take a message?”
Incorrect: “Mrs. Smith is using the
bathroom.”
Never give any personal information like
addresses, work schedules, home
telephone numbers to anyone!
www.gvtc.org/workethicsonline
2004
Telephone Etiquette
Techniques
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Avoid slang words
Take messages carefully
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Always repeat numbers
Ask for the correct spelling of names
Ask questions tactfully—not bluntly
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Correct: “May I tell Mrs. Smith the
purpose of the call?”
Incorrect: “Why are you calling?”
www.gvtc.org/workethicsonline
2004
Telephone Etiquette
Techniques
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Speak distinctly and clearly
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Use words to identify letters when
spelling out a name or something;
enunciate numerals carefully
Do not chew gum or eat while on the
phone
Use correct posture
Speak loud enough to be heard, but
not loud enough to bust an eardrum
Avoid gender bias—do not assume
that all executives are men
www.gvtc.org/workethicsonline
2004
COMMUNICATION:
I Have A Dream
Read (or listen to) Martin Luther King’s “I Have A Dream” speech.
Identify the oral delivery, the symbolism, and the vision he was
communicating.
I am happy to join with you today in what will go down in history as the greatest demonstration for freedom in the history of our nation.
Five score years ago, a great American, in whose symbolic shadow we stand today, signed the Emancipation Proclamation. This momentous decree came as a great beacon light of hope to millions of Negro slaves, who had
been seared in the flames of withering injustice. It came as a joyous daybreak to end the long night of their captivity.
But one hundred years later, the Negro still is not free. One hundred years later, the life of the Negro is still sadly crippled by the manacles of segregation and the chains of discrimination. One hundred years later, the Negro
lives on a lonely island of poverty in the midst of a vast ocean of material prosperity. One hundred years later, the Negro is still languished in the corners of American society and finds himself an exile in his own land. And so
we've come here today to dramatize a shameful condition.
In a sense we have come to our nation's capital to cash a check. When the architects of our republic wrote the magnificent words of the Constitution and the Declaration of Independence, they were signing a promissory note to
which every American was to fall heir. This note was a promise that all men, yes, black men as well as white men, would be guaranteed the unalienable rights of life, liberty, and the pursuit of happiness. It is obvious today that
America has defaulted on this promissory note, insofar as her citizens of color are concerned. Instead of honoring this sacred obligation, America has given the Negro people a bad check, a check which has come back marked
"insufficient funds."
But we refuse to believe that the bank of justice is bankrupt. We refuse to believe that there are insufficient funds in the great vaults of opportunity of this nation. And so we have come to cash this check, a check that will give us
upon demand the riches of freedom and the security of justice.
We have also come to this hallowed spot to remind America of the fierce urgency of Now. This is no time to engage in the luxury of cooling off or to take the tranquilizing drug of gradualism. Now is the time to make real the
promises of democracy. Now is the time to rise from the dark and desolate valley of segregation to the sunlit path of racial justice. Now is the time to lift our nation from the quicksands of racial injustice to the solid rock of
brotherhood. Now is the time to make justice a reality for all of God's children.
It would be fatal for the nation to overlook the urgency of the moment. This sweltering summer of the Negro's legitimate discontent will not pass until there is an invigorating autumn of freedom and equality. Nineteen sixty-three
Is not an end but a beginning. Those who hope that the Negro needed to blow off steam and will now be content will have a rude awakening if the nation returns to business as usual. There will be neither rest nor tranquility in
America until the Negro is granted his citizenship rights. The whirlwinds of revolt will continue to shake the foundations of our nation until the bright day of justice emerges.
But there is something that I must say to my people who stand on the warm threshold which leads into the palace of justice. In the process of gaining our rightful place we must not be guilty of wrongful deeds. Let us not seek to satisfy our thirst for freedom by drinking from the cup
of bitterness and hatred. We must ever conduct our struggle on the high plane of dignity and discipline. We must not allow our creative protest to degenerate into physical violence. Again and again we must rise to the majestic heights of meeting physical force with soul force.
The marvelous new militancy which has engulfed the Negro community must not lead us to a distrust of all white people, for many of our white brothers, as evidenced by their presence here today, have come to realize that their destiny is tied up with our destiny. And they have
come to realize that their freedom is inextricably bound to our freedom. We cannot walk alone.
And as we walk, we must make the pledge that we shall always march ahead. We cannot turn back. There are those who are asking the devotees of civil rights, "When will you be satisfied?" We can never be satisfied as long as the Negro is the victim of the unspeakable horrors of
police brutality. We can never be satisfied as long as our bodies, heavy with the fatigue of travel, cannot gain lodging in the motels of the highways and the hotels of the cities. We cannot be satisfied as long as a Negro in Mississippi cannot vote and a Negro in New York believes
he has nothing for which to vote. No, no, we are not satisfied and we will not be satisfied until justice rolls down like waters and righteousness like a mighty stream.
I am not unmindful that some of you have come here out of great trials and tribulations. Some of you have come fresh from narrow jail cells. Some of you have come from areas where your quest for freedom left you battered by the storms of persecutions and staggered by the
winds of police brutality. You have been the veterans of creative suffering. Continue to work with the faith that unearned suffering is redemptive. Go back to Mississippi, go back to Alabama, go back to South Carolina, go back to Georgia, go back to Louisiana, go back to the slums
and ghettos of our northern cities, knowing that somehow this situation can and will be changed. Let us not wallow in the valley of despair, I say to you today, my friends. And so even though we face the difficulties of today and tomorrow, I still have a dream. It is a dream deeply
rooted in the American dream.
I have a dream that one day this nation will rise up and live out the true meaning of its creed: We hold these truths to be self-evident that all men are created equal.
I have a dream that one day on the red hills of Georgia the sons of former slaves and the sons of former slave owners will be able to sit down together at the table of brotherhood.
I have a dream that one day even the state of Mississippi, a state sweltering with the heat of injustice, sweltering with the heat of oppression, will be transformed into an oasis of freedom and justice.
I have a dream that my four little children will one day live in a nation where they will not be judged by the color of their skin but by the content of their character. I have a dream today!
I have a dream that one day, down in Alabama, with its vicious racists, with its governor having his lips dripping with the words of interposition and nullification; one day right down in Alabama little black boys and black girls will be able to join hands with little white boys and white
girls as sisters and brothers. I have a dream today!
I have a dream that one day every valley shall be exalted, and every hill and mountain shall be made low, the rough places will be made plain, and the crooked places will be made straight, and the glory of the Lord shall be revealed and all flesh shall see it together.
This is our hope. This is the faith that I will go back to the South with. With this faith we will be able to hew out of the mountain of despair a stone of hope. With this faith we will be able to transform the jangling discords of our nation into a beautiful symphony of brotherhood. With
this faith we will be able to work together, to pray together, to struggle together, to go to jail together, to stand up for freedom together, knowing that we will be free one day. And this will be the day, this will be the day when all of God's children will be able to sing with new meaning,
"My country 'tis of thee, sweet land of liberty, of thee I sing. Land where my fathers died, land of the Pilgrim's pride, from every mountainside, let freedom ring!" And if America is to be a great nation, this must become true.
And so let freedom ring -- from the prodigious hilltops of New Hampshire.
Let freedom ring -- from the mighty mountains of New York.
Let freedom ring -- from the heightening Alleghenies of Pennsylvania.
Let freedom ring -- from the snow-capped Rockies of Colorado.
Let freedom ring -- from the curvaceous slopes of California.
But not only that.
Let freedom ring -- from Stone Mountain of Georgia.
Let freedom ring -- from Lookout Mountain of Tennessee.
Let freedom ring -- from every hill and molehill of Mississippi, from every mountainside, let freedom ring!
And when this happens, when we allow freedom to ring, when we let it ring from every village and every hamlet, from every state and every city, we will be able to speed up that day when all of God's children, black men and white men, Jews and Gentiles, Protestants and
Catholics, will be able to join hands and sing in the words of the old Negro spiritual,
"Free at last, free at last
Thank God Almighty, we are free at last."
WORD
Document
http://www.americanrhetoric.com/speeches/Ihaveadream.htm
www.gvtc.org/workethicsonline
2004
MP3
Work Ethics
COMMUNICATION:
Work Ethics
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ACHIEVER
ASSERTIVE
ASSET
ATTENDANCE
CEO
CLEANLINESS
COMMUNICATES
CONFIDENCE
COOPERATIVE
DEPENDABLE
DISCIPLINE
EFFORT
PRIDE
GOALS
RELIABLE
GOOD ATTENDANCE
RESPECT
HELPFUL
RESPONSIBLE
HONESTY
SEEKS
LEADER
SKILLS
LEARNS
SPIRIT
LOYALTY
TEAM
MANNERS
TRUST
OPPORTUNITIES
WORK ETHICS
PREPARED
www.gvtc.org/workethicsonline
2004
COMMUNICATION:
Self-Appraisal
The purpose of this survey is to determine your susceptibility to being a source of communication breakdown. Since no one but you will see
the results of this questionnaire, answer the questions as honestly as possible. Respond not as you would like to be seen as a
communicator but as you really are. Indicate how frequently you engage in the following behaviors when communicating with another
person or persons. Use this scale to describe your behavior.
4 – I always do this.
3 – I often do this.
2 – I sometimes do this.
1 – I seldom do this.
0 – I never do this.
____ 1. When I have something to say, I am open and honest about my need to say it.
____ 2. I communicate with an awareness that the words I choose may not mean the same thing to other people that
they do to me.
____ 3. I recognize that the message I receive may not be the same one the other person intended to send.
____ 4. Before I communicate, I ask myself questions about who my receiver is and how that will affect his or her
reception of my message.
____ 5. As I communicate to someone, I keep a watchful eye and ear out for an indication that I am understood.
____ 6. I make my messages as brief and to the point as possible.
____ 7. I consciously avoid the use of jargon with those who may not understand it.
____ 8. I consciously avoid the use of slang words and colloquialisms with those who may be put off by them.
____ 9. I try not to use red-flag words (words that might trigger an emotional response) that may upset or distract the
receiver of my message.
____ 10. I recognize that how I say something is just as important as what I say.
____ 11. I analyze my communication style to determine what nonverbal messages I send and how well they conform
to the meaning I desire to get across.
____ 12. I carefully consider whether my message would be best understood by my receiver in a face-to-face meeting,
over the telephone, or in writing.
____ 13. I form opinions about what others say to me based on what I hear them saying rather than what I think of
them as a person.
____ 14. I make a genuine effort to listen to ideas with which I don't agree.
____ 15. I look for ways to improve my listening skills.
____ TOTAL SCORE
www.gvtc.org/workethicsonline
2004
COMMUNICATION:
Self-Appraisal
Analyze Survey Results: Find your score on the following table.
Score Interpretations
50 – 60
Are you sure you were honest? If so, you are an extremely effective
communicator who almost never contributes to misunderstanding.
40 – 49
You are an effective communicator who only infrequently causes
communication breakdown. The goal of these exercises is to move
everyone up to this level.
30 – 39
You are an above average communicator with occasional lapses. You
cause some misunderstandings but less than your share.
20 – 29
Many people (at least those who are honest) fall into this category. While
things could be worse, there is much room for improvement in your
communication style. The goal of these exercises is to move you to a
higher category.
10 – 19
You are a frequent source of communication problems. Enthusiastically
tackle the rest of these exercises and consider their implications for you
personally.
Less
Than 9
Your honesty is commendable, but it will take more than honesty to
improve your communication effectiveness. Consider taking a
communication course.
www.gvtc.org/workethicsonline
2004
COMMUNICATION:
1.
2.
3.
4.
5.
Netiquette Questions
What is the difference between professional and personal email?
What is a flaming email?
What is the best thing to do if an email you read upsets you?
Why is it important to proofread your email?
What is a good rule to remember when sending email?
www.gvtc.org/workethicsonline
www.gvtc.org/workethicsonline
2004
WORKPLACE ETHICS
Communication
2004