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LET’S TALK BUSINESS Andrea Anast Tunks Vice President of a Major International Bank, with over 21 Years of Credit Risk Management Experience Business Communication, 5e By Krizan, Merrier, and Jones © 2002 South-Western College Publishing • To be consistently successful in business, you must be able to communicate clearly, interact ethically, and operate honestly. • Communicate Clearly. As you write, remember that the goal of business communications is to convey and support your point of view, not to impress the recipient with your vocabulary or prose. • Interact Ethically. Always say and do “the right thing”...if you don’t, it will come back to haunt you when you least expect it. The “golden rule” can, and should, apply in the business world. Remember, e-mails can be forwarded...they can also be saved to a disk, printed, and taken home as evidence. • Operate Honestly. Always assume that your written communications will get into the wrong hands. • Best Formula. The application of a sound set of business ethics or values. STEP 1: DETERMINE PURPOSES • Analyze the Communication Situation • Establish Primary and Secondary Purposes Planning and Composing Business Messages Business Communication, 5e By Krizan, Merrier, and Jones © 2002 South-Western College Publishing STEP 2: ANALYZE THE RECEIVER FOR THE YOU-VIEWPOINT • Analyze the Receiver • Use the You-Viewpoint STEP 3: COMPOSE MESSAGE CONTENT • Select the Type of Message • Select the Organizational Plan • Outline the Message Content • Draft the Message • Edit and Revise the Message • Proofread the Message Do what is RIGHT: • Include in messages information that is • fully adequate • truthful • not deceptive How To Be an Ethical Communicator Business Communication, 5e By Krizan, Merrier, and Jones © 2002 South-Western College Publishing Achieve what is GOOD: • Strive for highest good attainable for all involved Make ETHICAL DECISIONS on content: • Use ethical principles and systems • The Golden Rule • The Social Utility Concept • The Universal Law Concept • The Four-Way Test • Other practical approaches INFORMAL COMPLAINT FORM Informal Complaint Form 1. Date(s) of Incident 2. What happened during the incident? (Be as detailed as possible. Attach another page if necessary.) The most common forms of sexual harassment include: Gender harassment: Generalized sexist remarks and discriminatory behavior not necessarily designed to elicit sexual cooperation, but to convey insulting, degrading, intimidating, and/or sexist attitudes. Examples include derogatory comments, jokes or epithets, display of sexually suggestive objects or pictures, cartoons, or posters. Seductive behavior: Unwanted, inappropriate, and offensive physical or verbal sexual advances. Examples include unwanted attempts to discuss or comment on an individual’s personal or sex life, suggestive or obscene letters, notes or invitations, continuing to express sexual interest after being informed that the interest is unwelcome. Business Communication, 5e By Krizan, Merrier, and Jones © 2002 South-Western College Publishing INFORMAL COMPLAINT FORM (continued) Informal Complaint Form (continued) Sexual bribery: Solicitation of sexual activity or other sex-linked behavior (e.g., dating) by promise of rewards (e.g., good grades, preferential treatment, promotion, recommendations). Examples include offering employment benefits such as promotions, favorable performance evaluations, favorable assigned duties or shifts, recommendations, reclassifications, etc., in exchange for sexual favors. Sexual coercion: Threats of punishment or retaliation if a person does not comply with requests for sexual or sex-linked activity. Examples include impliedly or actually withholding support for an appointment, promotion, or change of assignment, suggesting a poor performance report will be prepared or suggesting probation will be failed due to a negative response to sexual behavior. Sexual assault/sexual imposition: Gross sexual misconduct such as rape or assault. Examples include touching, fondling, kissing, grabbing, impeding, or blocking movement. These are criminal acts when committed against the person’s will and should be referred to the police agency having jurisdiction. Business Communication, 5e By Krizan, Merrier, and Jones © 2002 South-Western College Publishing It should be noted that there may be situations where the University has a legal obligation to conduct an inquiry and possibly pursue administrative action in the best interest of the University, even though the complainant decides not to proceed with the informal process or file a formal complaint. INFORMAL COMPLAINT FORM (continued) No person who files a complaint, or who testifies, assists, or participates in any manner in an investigation, proceeding, or hearing, shall be intimidated, threatened, coerced, or discriminated against by any other person within the University community for doing so. Violation of this rule shall result in disciplinary action, up to and including dismissal or expulsion. Informal Complaint Form (continued) COMPLAINANT CERTIFICATION: I have received a copy of the Cal Poly Pomona Sexual Harassment Policy and Procedures. I believe this incident to be sexual harassment. To the best of my knowledge, I certify that the information found in this form is true and correct. I understand that an investigation will be conducted based on this complaint. I also understand that the person charged has rights under the law, which include immediate notification that a complaint has been filed, my name, and a description of my complaint. I give my consent for the release of this information to the person charged. Signature Date (Reprinted with permission from Cal Poly Pomona, 3801 West Temple Avenue, Pomona, CA 91768.) Business Communication, 5e By Krizan, Merrier, and Jones © 2002 South-Western College Publishing Our Credo Johnson & Johnson Credo Business Communication, 5e By Krizan, Merrier, and Jones © 2002 South-Western College Publishing We believe our first responsibility is to the doctors, nurses, and patients, to mothers and fathers and all others who use our products and services. In meeting their needs everything we do must be of high quality. We must constantly strive to reduce our costs in order to maintain reasonable prices. Customers’ orders must be serviced promptly and accurately. Our suppliers and distributors must have an opportunity to make a fair profit. We are responsible to our employees, the men and women who work with us throughout the world. Everyone must be considered as an individual. We must respect their dignity and recognize their merit. They must have a sense of security in their jobs. Compensation must be fair and adequate, and working conditions clean, orderly, and safe. We must be mindful of ways to help our employees fulfill their family responsibilities. Employees must feel free to make suggestions and complaints. There must be equal opportunity for employment, development, and advancement for those qualified. We must provide competent management, and their actions must be just and ethical. Our Credo (continued) Johnson & Johnson Credo (continued) We are responsible to the communities in which we live and work and to the world community as well. We must be good citizens--support good works and charities and bear our fair share of taxes. We must encourage civic improvements and better health and education. We must maintain in good order the property we are privileged to use, protecting the environment and natural resources. Our final responsibility is to our stockholders. Business must make a sound profit. We must experiment with new ideas. Research must be carried on, innovative programs developed and mistakes paid for. New equipment must be purchased, new facilities provided, and new products launched. Reserves must be created to provide for adverse times. When we operate according to these principles, the stockholders should realize a fair return. Johnson & Johnson Business Communication, 5e By Krizan, Merrier, and Jones © 2002 South-Western College Publishing (Reprinted with the permission of Johnson & Johnson, One Johnson & Johnson Plaza, New Brunswick, NJ 08933.) Science Applications International Corporation Credo Business Communication, 5e By Krizan, Merrier, and Jones © 2002 South-Western College Publishing SAIC CREDO We, as Science Applications International Corporation employees, are dedicated to the delivery of quality scientific and technical products and services contributing to the security and well-being of our nation and the world. We believe high ethical standards are essential to the achievement of our individual and corporate goals. As such, we fully subscribe to the following commitments: To Our Customers: We shall place the highest priority on the quality, timeliness, and competitiveness of our products and services. We shall pursue our objectives with a commitment to personal integrity and high professional standards. To Our Fellow Employees, Present and Prospective: We shall promote an environment that encourages new ideas, high quality work, and professional achievements. We shall treat our fellow employees honestly and fairly, and we shall ensure equal opportunity for employment and advancements. We shall share the rewards of success with those whose honest efforts contribute to that success. SAIC CREDO (continued) Science Applications International Corporation Credo (continued) Business Communication, 5e By Krizan, Merrier, and Jones © 2002 South-Western College Publishing To Our Vendors, Suppliers, and Subcontractors: We shall be fair and professional in all our business dealings and shall honor our commitments to our business partners. We shall endeavor to select vendors, suppliers, and subcontractors who will adhere to our ethical standards and commitment to quality products and services. To Our Neighbors: We shall be responsible citizens, respecting the laws and customs of each community in which we live or conduct business. To Our Shareholders: We shall conduct ourselves so as to enhance and preserve the reputation of the company. Consistent with the commitments expressed above, we shall strive to provide our shareholders a fair return on investment. (Reprinted with the permission of Science Applications International Corporation.)