Upload
lam-tuc-ngan
View
226
Download
0
Embed Size (px)
Citation preview
8/10/2019 Chapter 1-Effective Communication and Ethical Concerns
1/19
8/10/2019 Chapter 1-Effective Communication and Ethical Concerns
2/19
Myth or Facts
1. No one really writes anymore. They justtext and send emails
2. Because I am in a technical field, I will
work with numbers, not words3. Clerks will clean up my writing problems
4. Today, sophisticated software programs can
fix any of my writing mistakes5. I can use form letters for most messages
http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=Aq5be0m9MjkjUM&tbnid=oH9qrOm4WTZ7XM:&ved=0CAUQjRw&url=http://www.ted.com.vn/index.php?option=com_content&view=article&id=655:i-hc-quc-gia-tp-h-chi-minh-chn-gii-phap-aleph-va-primo-ca-ex-libris&catid=100:gii-phap-qun-ly-th-vin&Itemid=585&ei=qF_DU5TIFY7q8AW42IHgBg&bvm=bv.70810081,d.dGc&psig=AFQjCNGeXei5sDhF6I15ZzGMZ8QVmcrg1w&ust=1405399300890230http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=b005lWcwqQmZ4M&tbnid=lWKQn43lZkbvXM:&ved=0CAUQjRw&url=http://csc.hcmiu.edu.vn/bme/top_menu/about/faculty/faculty.html&ei=rV7DU5eMF4K58gXntILwAg&bvm=bv.70810081,d.dGc&psig=AFQjCNGpnedCJFRM1g6LH30gjRBoQHQCDA&ust=14053990580028278/10/2019 Chapter 1-Effective Communication and Ethical Concerns
3/19
Advancing in a Challenging World of Work
Heightened global competition
Flattened management hierarchies
Expanded team-based management
Innovative communication technologiesNew work environments
Increasingly diverse workforce
http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=Aq5be0m9MjkjUM&tbnid=oH9qrOm4WTZ7XM:&ved=0CAUQjRw&url=http://www.ted.com.vn/index.php?option=com_content&view=article&id=655:i-hc-quc-gia-tp-h-chi-minh-chn-gii-phap-aleph-va-primo-ca-ex-libris&catid=100:gii-phap-qun-ly-th-vin&Itemid=585&ei=qF_DU5TIFY7q8AW42IHgBg&bvm=bv.70810081,d.dGc&psig=AFQjCNGeXei5sDhF6I15ZzGMZ8QVmcrg1w&ust=1405399300890230http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=b005lWcwqQmZ4M&tbnid=lWKQn43lZkbvXM:&ved=0CAUQjRw&url=http://csc.hcmiu.edu.vn/bme/top_menu/about/faculty/faculty.html&ei=rV7DU5eMF4K58gXntILwAg&bvm=bv.70810081,d.dGc&psig=AFQjCNGpnedCJFRM1g6LH30gjRBoQHQCDA&ust=1405399058002827http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=Aq5be0m9MjkjUM&tbnid=oH9qrOm4WTZ7XM:&ved=0CAUQjRw&url=http://www.ted.com.vn/index.php?option=com_content&view=article&id=655:i-hc-quc-gia-tp-h-chi-minh-chn-gii-phap-aleph-va-primo-ca-ex-libris&catid=100:gii-phap-qun-ly-th-vin&Itemid=585&ei=qF_DU5TIFY7q8AW42IHgBg&bvm=bv.70810081,d.dGc&psig=AFQjCNGeXei5sDhF6I15ZzGMZ8QVmcrg1w&ust=1405399300890230http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=b005lWcwqQmZ4M&tbnid=lWKQn43lZkbvXM:&ved=0CAUQjRw&url=http://csc.hcmiu.edu.vn/bme/top_menu/about/faculty/faculty.html&ei=rV7DU5eMF4K58gXntILwAg&bvm=bv.70810081,d.dGc&psig=AFQjCNGpnedCJFRM1g6LH30gjRBoQHQCDA&ust=14053990580028278/10/2019 Chapter 1-Effective Communication and Ethical Concerns
4/19
Success for YOU in the new global and diverseworkplace requires excellent communication skills!
http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=Aq5be0m9MjkjUM&tbnid=oH9qrOm4WTZ7XM:&ved=0CAUQjRw&url=http://www.ted.com.vn/index.php?option=com_content&view=article&id=655:i-hc-quc-gia-tp-h-chi-minh-chn-gii-phap-aleph-va-primo-ca-ex-libris&catid=100:gii-phap-qun-ly-th-vin&Itemid=585&ei=qF_DU5TIFY7q8AW42IHgBg&bvm=bv.70810081,d.dGc&psig=AFQjCNGeXei5sDhF6I15ZzGMZ8QVmcrg1w&ust=1405399300890230http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=b005lWcwqQmZ4M&tbnid=lWKQn43lZkbvXM:&ved=0CAUQjRw&url=http://csc.hcmiu.edu.vn/bme/top_menu/about/faculty/faculty.html&ei=rV7DU5eMF4K58gXntILwAg&bvm=bv.70810081,d.dGc&psig=AFQjCNGpnedCJFRM1g6LH30gjRBoQHQCDA&ust=1405399058002827http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=Aq5be0m9MjkjUM&tbnid=oH9qrOm4WTZ7XM:&ved=0CAUQjRw&url=http://www.ted.com.vn/index.php?option=com_content&view=article&id=655:i-hc-quc-gia-tp-h-chi-minh-chn-gii-phap-aleph-va-primo-ca-ex-libris&catid=100:gii-phap-qun-ly-th-vin&Itemid=585&ei=qF_DU5TIFY7q8AW42IHgBg&bvm=bv.70810081,d.dGc&psig=AFQjCNGeXei5sDhF6I15ZzGMZ8QVmcrg1w&ust=1405399300890230http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=b005lWcwqQmZ4M&tbnid=lWKQn43lZkbvXM:&ved=0CAUQjRw&url=http://csc.hcmiu.edu.vn/bme/top_menu/about/faculty/faculty.html&ei=rV7DU5eMF4K58gXntILwAg&bvm=bv.70810081,d.dGc&psig=AFQjCNGpnedCJFRM1g6LH30gjRBoQHQCDA&ust=14053990580028278/10/2019 Chapter 1-Effective Communication and Ethical Concerns
5/19
The Communication Process
http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=Aq5be0m9MjkjUM&tbnid=oH9qrOm4WTZ7XM:&ved=0CAUQjRw&url=http://www.ted.com.vn/index.php?option=com_content&view=article&id=655:i-hc-quc-gia-tp-h-chi-minh-chn-gii-phap-aleph-va-primo-ca-ex-libris&catid=100:gii-phap-qun-ly-th-vin&Itemid=585&ei=qF_DU5TIFY7q8AW42IHgBg&bvm=bv.70810081,d.dGc&psig=AFQjCNGeXei5sDhF6I15ZzGMZ8QVmcrg1w&ust=1405399300890230http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=b005lWcwqQmZ4M&tbnid=lWKQn43lZkbvXM:&ved=0CAUQjRw&url=http://csc.hcmiu.edu.vn/bme/top_menu/about/faculty/faculty.html&ei=rV7DU5eMF4K58gXntILwAg&bvm=bv.70810081,d.dGc&psig=AFQjCNGpnedCJFRM1g6LH30gjRBoQHQCDA&ust=1405399058002827http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=Aq5be0m9MjkjUM&tbnid=oH9qrOm4WTZ7XM:&ved=0CAUQjRw&url=http://www.ted.com.vn/index.php?option=com_content&view=article&id=655:i-hc-quc-gia-tp-h-chi-minh-chn-gii-phap-aleph-va-primo-ca-ex-libris&catid=100:gii-phap-qun-ly-th-vin&Itemid=585&ei=qF_DU5TIFY7q8AW42IHgBg&bvm=bv.70810081,d.dGc&psig=AFQjCNGeXei5sDhF6I15ZzGMZ8QVmcrg1w&ust=1405399300890230http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=b005lWcwqQmZ4M&tbnid=lWKQn43lZkbvXM:&ved=0CAUQjRw&url=http://csc.hcmiu.edu.vn/bme/top_menu/about/faculty/faculty.html&ei=rV7DU5eMF4K58gXntILwAg&bvm=bv.70810081,d.dGc&psig=AFQjCNGpnedCJFRM1g6LH30gjRBoQHQCDA&ust=14053990580028278/10/2019 Chapter 1-Effective Communication and Ethical Concerns
6/19
What is the Barrier inthe Effective
Communication?
http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=Aq5be0m9MjkjUM&tbnid=oH9qrOm4WTZ7XM:&ved=0CAUQjRw&url=http://www.ted.com.vn/index.php?option=com_content&view=article&id=655:i-hc-quc-gia-tp-h-chi-minh-chn-gii-phap-aleph-va-primo-ca-ex-libris&catid=100:gii-phap-qun-ly-th-vin&Itemid=585&ei=qF_DU5TIFY7q8AW42IHgBg&bvm=bv.70810081,d.dGc&psig=AFQjCNGeXei5sDhF6I15ZzGMZ8QVmcrg1w&ust=1405399300890230http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=b005lWcwqQmZ4M&tbnid=lWKQn43lZkbvXM:&ved=0CAUQjRw&url=http://csc.hcmiu.edu.vn/bme/top_menu/about/faculty/faculty.html&ei=rV7DU5eMF4K58gXntILwAg&bvm=bv.70810081,d.dGc&psig=AFQjCNGpnedCJFRM1g6LH30gjRBoQHQCDA&ust=1405399058002827http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=Aq5be0m9MjkjUM&tbnid=oH9qrOm4WTZ7XM:&ved=0CAUQjRw&url=http://www.ted.com.vn/index.php?option=com_content&view=article&id=655:i-hc-quc-gia-tp-h-chi-minh-chn-gii-phap-aleph-va-primo-ca-ex-libris&catid=100:gii-phap-qun-ly-th-vin&Itemid=585&ei=qF_DU5TIFY7q8AW42IHgBg&bvm=bv.70810081,d.dGc&psig=AFQjCNGeXei5sDhF6I15ZzGMZ8QVmcrg1w&ust=1405399300890230http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=b005lWcwqQmZ4M&tbnid=lWKQn43lZkbvXM:&ved=0CAUQjRw&url=http://csc.hcmiu.edu.vn/bme/top_menu/about/faculty/faculty.html&ei=rV7DU5eMF4K58gXntILwAg&bvm=bv.70810081,d.dGc&psig=AFQjCNGpnedCJFRM1g6LH30gjRBoQHQCDA&ust=14053990580028278/10/2019 Chapter 1-Effective Communication and Ethical Concerns
7/19
Barriers to Interpersonal Communication
Bypassing
Limited frame of reference
Lack of language skills
Lack of listening skillsEmotional interference
Physical distractions
http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=Aq5be0m9MjkjUM&tbnid=oH9qrOm4WTZ7XM:&ved=0CAUQjRw&url=http://www.ted.com.vn/index.php?option=com_content&view=article&id=655:i-hc-quc-gia-tp-h-chi-minh-chn-gii-phap-aleph-va-primo-ca-ex-libris&catid=100:gii-phap-qun-ly-th-vin&Itemid=585&ei=qF_DU5TIFY7q8AW42IHgBg&bvm=bv.70810081,d.dGc&psig=AFQjCNGeXei5sDhF6I15ZzGMZ8QVmcrg1w&ust=1405399300890230http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=b005lWcwqQmZ4M&tbnid=lWKQn43lZkbvXM:&ved=0CAUQjRw&url=http://csc.hcmiu.edu.vn/bme/top_menu/about/faculty/faculty.html&ei=rV7DU5eMF4K58gXntILwAg&bvm=bv.70810081,d.dGc&psig=AFQjCNGpnedCJFRM1g6LH30gjRBoQHQCDA&ust=1405399058002827http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=Aq5be0m9MjkjUM&tbnid=oH9qrOm4WTZ7XM:&ved=0CAUQjRw&url=http://www.ted.com.vn/index.php?option=com_content&view=article&id=655:i-hc-quc-gia-tp-h-chi-minh-chn-gii-phap-aleph-va-primo-ca-ex-libris&catid=100:gii-phap-qun-ly-th-vin&Itemid=585&ei=qF_DU5TIFY7q8AW42IHgBg&bvm=bv.70810081,d.dGc&psig=AFQjCNGeXei5sDhF6I15ZzGMZ8QVmcrg1w&ust=1405399300890230http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=b005lWcwqQmZ4M&tbnid=lWKQn43lZkbvXM:&ved=0CAUQjRw&url=http://csc.hcmiu.edu.vn/bme/top_menu/about/faculty/faculty.html&ei=rV7DU5eMF4K58gXntILwAg&bvm=bv.70810081,d.dGc&psig=AFQjCNGpnedCJFRM1g6LH30gjRBoQHQCDA&ust=14053990580028278/10/2019 Chapter 1-Effective Communication and Ethical Concerns
8/19
Barriers That Block the Flow of
Information in Organizations
Closed communication climate
Top-heavy organizational structure
Long lines of communication
Lack of trust between management and employees
Competition for power, status, rewards
http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=Aq5be0m9MjkjUM&tbnid=oH9qrOm4WTZ7XM:&ved=0CAUQjRw&url=http://www.ted.com.vn/index.php?option=com_content&view=article&id=655:i-hc-quc-gia-tp-h-chi-minh-chn-gii-phap-aleph-va-primo-ca-ex-libris&catid=100:gii-phap-qun-ly-th-vin&Itemid=585&ei=qF_DU5TIFY7q8AW42IHgBg&bvm=bv.70810081,d.dGc&psig=AFQjCNGeXei5sDhF6I15ZzGMZ8QVmcrg1w&ust=1405399300890230http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=b005lWcwqQmZ4M&tbnid=lWKQn43lZkbvXM:&ved=0CAUQjRw&url=http://csc.hcmiu.edu.vn/bme/top_menu/about/faculty/faculty.html&ei=rV7DU5eMF4K58gXntILwAg&bvm=bv.70810081,d.dGc&psig=AFQjCNGpnedCJFRM1g6LH30gjRBoQHQCDA&ust=1405399058002827http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=Aq5be0m9MjkjUM&tbnid=oH9qrOm4WTZ7XM:&ved=0CAUQjRw&url=http://www.ted.com.vn/index.php?option=com_content&view=article&id=655:i-hc-quc-gia-tp-h-chi-minh-chn-gii-phap-aleph-va-primo-ca-ex-libris&catid=100:gii-phap-qun-ly-th-vin&Itemid=585&ei=qF_DU5TIFY7q8AW42IHgBg&bvm=bv.70810081,d.dGc&psig=AFQjCNGeXei5sDhF6I15ZzGMZ8QVmcrg1w&ust=1405399300890230http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=b005lWcwqQmZ4M&tbnid=lWKQn43lZkbvXM:&ved=0CAUQjRw&url=http://csc.hcmiu.edu.vn/bme/top_menu/about/faculty/faculty.html&ei=rV7DU5eMF4K58gXntILwAg&bvm=bv.70810081,d.dGc&psig=AFQjCNGpnedCJFRM1g6LH30gjRBoQHQCDA&ust=14053990580028278/10/2019 Chapter 1-Effective Communication and Ethical Concerns
9/19
Overcoming Communication Barriers
Realize that communication is imperfect.Adapt the message to the receiver.
Improve your language and listening skills.
Question your preconceptions.
Plan for feedback.
http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=Aq5be0m9MjkjUM&tbnid=oH9qrOm4WTZ7XM:&ved=0CAUQjRw&url=http://www.ted.com.vn/index.php?option=com_content&view=article&id=655:i-hc-quc-gia-tp-h-chi-minh-chn-gii-phap-aleph-va-primo-ca-ex-libris&catid=100:gii-phap-qun-ly-th-vin&Itemid=585&ei=qF_DU5TIFY7q8AW42IHgBg&bvm=bv.70810081,d.dGc&psig=AFQjCNGeXei5sDhF6I15ZzGMZ8QVmcrg1w&ust=1405399300890230http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=b005lWcwqQmZ4M&tbnid=lWKQn43lZkbvXM:&ved=0CAUQjRw&url=http://csc.hcmiu.edu.vn/bme/top_menu/about/faculty/faculty.html&ei=rV7DU5eMF4K58gXntILwAg&bvm=bv.70810081,d.dGc&psig=AFQjCNGpnedCJFRM1g6LH30gjRBoQHQCDA&ust=1405399058002827http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=Aq5be0m9MjkjUM&tbnid=oH9qrOm4WTZ7XM:&ved=0CAUQjRw&url=http://www.ted.com.vn/index.php?option=com_content&view=article&id=655:i-hc-quc-gia-tp-h-chi-minh-chn-gii-phap-aleph-va-primo-ca-ex-libris&catid=100:gii-phap-qun-ly-th-vin&Itemid=585&ei=qF_DU5TIFY7q8AW42IHgBg&bvm=bv.70810081,d.dGc&psig=AFQjCNGeXei5sDhF6I15ZzGMZ8QVmcrg1w&ust=1405399300890230http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=b005lWcwqQmZ4M&tbnid=lWKQn43lZkbvXM:&ved=0CAUQjRw&url=http://csc.hcmiu.edu.vn/bme/top_menu/about/faculty/faculty.html&ei=rV7DU5eMF4K58gXntILwAg&bvm=bv.70810081,d.dGc&psig=AFQjCNGpnedCJFRM1g6LH30gjRBoQHQCDA&ust=14053990580028278/10/2019 Chapter 1-Effective Communication and Ethical Concerns
10/19
Functions of Business Communication
1. To inform
2. To persuade
3. To promote goodwill
Internal communication with
Superiors
Coworkers
Subordinates
External communication with
Customers
Suppliers
Governments Agencies
The public
http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=Aq5be0m9MjkjUM&tbnid=oH9qrOm4WTZ7XM:&ved=0CAUQjRw&url=http://www.ted.com.vn/index.php?option=com_content&view=article&id=655:i-hc-quc-gia-tp-h-chi-minh-chn-gii-phap-aleph-va-primo-ca-ex-libris&catid=100:gii-phap-qun-ly-th-vin&Itemid=585&ei=qF_DU5TIFY7q8AW42IHgBg&bvm=bv.70810081,d.dGc&psig=AFQjCNGeXei5sDhF6I15ZzGMZ8QVmcrg1w&ust=1405399300890230http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=b005lWcwqQmZ4M&tbnid=lWKQn43lZkbvXM:&ved=0CAUQjRw&url=http://csc.hcmiu.edu.vn/bme/top_menu/about/faculty/faculty.html&ei=rV7DU5eMF4K58gXntILwAg&bvm=bv.70810081,d.dGc&psig=AFQjCNGpnedCJFRM1g6LH30gjRBoQHQCDA&ust=1405399058002827http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=Aq5be0m9MjkjUM&tbnid=oH9qrOm4WTZ7XM:&ved=0CAUQjRw&url=http://www.ted.com.vn/index.php?option=com_content&view=article&id=655:i-hc-quc-gia-tp-h-chi-minh-chn-gii-phap-aleph-va-primo-ca-ex-libris&catid=100:gii-phap-qun-ly-th-vin&Itemid=585&ei=qF_DU5TIFY7q8AW42IHgBg&bvm=bv.70810081,d.dGc&psig=AFQjCNGeXei5sDhF6I15ZzGMZ8QVmcrg1w&ust=1405399300890230http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=b005lWcwqQmZ4M&tbnid=lWKQn43lZkbvXM:&ved=0CAUQjRw&url=http://csc.hcmiu.edu.vn/bme/top_menu/about/faculty/faculty.html&ei=rV7DU5eMF4K58gXntILwAg&bvm=bv.70810081,d.dGc&psig=AFQjCNGpnedCJFRM1g6LH30gjRBoQHQCDA&ust=14053990580028278/10/2019 Chapter 1-Effective Communication and Ethical Concerns
11/19
Organizational Communication
Functions: Internal and External
Form: Oral and Written
Channel Selection Dependent on
Message content
Need for immediate response
Audience size and distance
Audience reaction
Need to show empathy, friendliness, formality
Flow:
Formal: down, up, horizontal
Informal: grapevine
C i ti Fl i Th h
http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=Aq5be0m9MjkjUM&tbnid=oH9qrOm4WTZ7XM:&ved=0CAUQjRw&url=http://www.ted.com.vn/index.php?option=com_content&view=article&id=655:i-hc-quc-gia-tp-h-chi-minh-chn-gii-phap-aleph-va-primo-ca-ex-libris&catid=100:gii-phap-qun-ly-th-vin&Itemid=585&ei=qF_DU5TIFY7q8AW42IHgBg&bvm=bv.70810081,d.dGc&psig=AFQjCNGeXei5sDhF6I15ZzGMZ8QVmcrg1w&ust=1405399300890230http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=b005lWcwqQmZ4M&tbnid=lWKQn43lZkbvXM:&ved=0CAUQjRw&url=http://csc.hcmiu.edu.vn/bme/top_menu/about/faculty/faculty.html&ei=rV7DU5eMF4K58gXntILwAg&bvm=bv.70810081,d.dGc&psig=AFQjCNGpnedCJFRM1g6LH30gjRBoQHQCDA&ust=1405399058002827http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=Aq5be0m9MjkjUM&tbnid=oH9qrOm4WTZ7XM:&ved=0CAUQjRw&url=http://www.ted.com.vn/index.php?option=com_content&view=article&id=655:i-hc-quc-gia-tp-h-chi-minh-chn-gii-phap-aleph-va-primo-ca-ex-libris&catid=100:gii-phap-qun-ly-th-vin&Itemid=585&ei=qF_DU5TIFY7q8AW42IHgBg&bvm=bv.70810081,d.dGc&psig=AFQjCNGeXei5sDhF6I15ZzGMZ8QVmcrg1w&ust=1405399300890230http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=b005lWcwqQmZ4M&tbnid=lWKQn43lZkbvXM:&ved=0CAUQjRw&url=http://csc.hcmiu.edu.vn/bme/top_menu/about/faculty/faculty.html&ei=rV7DU5eMF4K58gXntILwAg&bvm=bv.70810081,d.dGc&psig=AFQjCNGpnedCJFRM1g6LH30gjRBoQHQCDA&ust=14053990580028278/10/2019 Chapter 1-Effective Communication and Ethical Concerns
12/19
Communication Flowing Through
Formal Channels
Downward
Management directives
Job plans, policies
Company goals
Mission statements
Horizontal
Task coordination
Information sharing
Problem solving
Conflict resolution
Upward
Employee feedback
Progress reports
Reports of customer
interaction, feedback
Suggestions for
improvement
Anonymous hotline
Horizontal
Downward Upward
F f C i ti Fl i
http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=Aq5be0m9MjkjUM&tbnid=oH9qrOm4WTZ7XM:&ved=0CAUQjRw&url=http://www.ted.com.vn/index.php?option=com_content&view=article&id=655:i-hc-quc-gia-tp-h-chi-minh-chn-gii-phap-aleph-va-primo-ca-ex-libris&catid=100:gii-phap-qun-ly-th-vin&Itemid=585&ei=qF_DU5TIFY7q8AW42IHgBg&bvm=bv.70810081,d.dGc&psig=AFQjCNGeXei5sDhF6I15ZzGMZ8QVmcrg1w&ust=1405399300890230http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=b005lWcwqQmZ4M&tbnid=lWKQn43lZkbvXM:&ved=0CAUQjRw&url=http://csc.hcmiu.edu.vn/bme/top_menu/about/faculty/faculty.html&ei=rV7DU5eMF4K58gXntILwAg&bvm=bv.70810081,d.dGc&psig=AFQjCNGpnedCJFRM1g6LH30gjRBoQHQCDA&ust=1405399058002827http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=Aq5be0m9MjkjUM&tbnid=oH9qrOm4WTZ7XM:&ved=0CAUQjRw&url=http://www.ted.com.vn/index.php?option=com_content&view=article&id=655:i-hc-quc-gia-tp-h-chi-minh-chn-gii-phap-aleph-va-primo-ca-ex-libris&catid=100:gii-phap-qun-ly-th-vin&Itemid=585&ei=qF_DU5TIFY7q8AW42IHgBg&bvm=bv.70810081,d.dGc&psig=AFQjCNGeXei5sDhF6I15ZzGMZ8QVmcrg1w&ust=1405399300890230http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=b005lWcwqQmZ4M&tbnid=lWKQn43lZkbvXM:&ved=0CAUQjRw&url=http://csc.hcmiu.edu.vn/bme/top_menu/about/faculty/faculty.html&ei=rV7DU5eMF4K58gXntILwAg&bvm=bv.70810081,d.dGc&psig=AFQjCNGpnedCJFRM1g6LH30gjRBoQHQCDA&ust=14053990580028278/10/2019 Chapter 1-Effective Communication and Ethical Concerns
13/19
Forms of Communication Flowing
Through Formal Channels
Horizontal
Downward Upward
Written
Executive memos,
letters
Annual report
Company newsletter
Bulletin board postings
Orientation manual
Electronic
Voicemail
Instant Messaging
Intranet
Videoconferencing
Oral
Telephone
Face-to-face
conversation
Company meetings
Team meetings
http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=Aq5be0m9MjkjUM&tbnid=oH9qrOm4WTZ7XM:&ved=0CAUQjRw&url=http://www.ted.com.vn/index.php?option=com_content&view=article&id=655:i-hc-quc-gia-tp-h-chi-minh-chn-gii-phap-aleph-va-primo-ca-ex-libris&catid=100:gii-phap-qun-ly-th-vin&Itemid=585&ei=qF_DU5TIFY7q8AW42IHgBg&bvm=bv.70810081,d.dGc&psig=AFQjCNGeXei5sDhF6I15ZzGMZ8QVmcrg1w&ust=1405399300890230http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=b005lWcwqQmZ4M&tbnid=lWKQn43lZkbvXM:&ved=0CAUQjRw&url=http://csc.hcmiu.edu.vn/bme/top_menu/about/faculty/faculty.html&ei=rV7DU5eMF4K58gXntILwAg&bvm=bv.70810081,d.dGc&psig=AFQjCNGpnedCJFRM1g6LH30gjRBoQHQCDA&ust=1405399058002827http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=Aq5be0m9MjkjUM&tbnid=oH9qrOm4WTZ7XM:&ved=0CAUQjRw&url=http://www.ted.com.vn/index.php?option=com_content&view=article&id=655:i-hc-quc-gia-tp-h-chi-minh-chn-gii-phap-aleph-va-primo-ca-ex-libris&catid=100:gii-phap-qun-ly-th-vin&Itemid=585&ei=qF_DU5TIFY7q8AW42IHgBg&bvm=bv.70810081,d.dGc&psig=AFQjCNGeXei5sDhF6I15ZzGMZ8QVmcrg1w&ust=1405399300890230http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=b005lWcwqQmZ4M&tbnid=lWKQn43lZkbvXM:&ved=0CAUQjRw&url=http://csc.hcmiu.edu.vn/bme/top_menu/about/faculty/faculty.html&ei=rV7DU5eMF4K58gXntILwAg&bvm=bv.70810081,d.dGc&psig=AFQjCNGpnedCJFRM1g6LH30gjRBoQHQCDA&ust=14053990580028278/10/2019 Chapter 1-Effective Communication and Ethical Concerns
14/19
Message DistortionDownward Communication
Through F ive Levels of Management
Message Amount of messagewritten by board of directors 100%
received by vice-president 63%
received by general supervisor 56%
received by plant manager 40%
received by team leader 30%
received by worker 20%
http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=Aq5be0m9MjkjUM&tbnid=oH9qrOm4WTZ7XM:&ved=0CAUQjRw&url=http://www.ted.com.vn/index.php?option=com_content&view=article&id=655:i-hc-quc-gia-tp-h-chi-minh-chn-gii-phap-aleph-va-primo-ca-ex-libris&catid=100:gii-phap-qun-ly-th-vin&Itemid=585&ei=qF_DU5TIFY7q8AW42IHgBg&bvm=bv.70810081,d.dGc&psig=AFQjCNGeXei5sDhF6I15ZzGMZ8QVmcrg1w&ust=1405399300890230http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=b005lWcwqQmZ4M&tbnid=lWKQn43lZkbvXM:&ved=0CAUQjRw&url=http://csc.hcmiu.edu.vn/bme/top_menu/about/faculty/faculty.html&ei=rV7DU5eMF4K58gXntILwAg&bvm=bv.70810081,d.dGc&psig=AFQjCNGpnedCJFRM1g6LH30gjRBoQHQCDA&ust=1405399058002827http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=Aq5be0m9MjkjUM&tbnid=oH9qrOm4WTZ7XM:&ved=0CAUQjRw&url=http://www.ted.com.vn/index.php?option=com_content&view=article&id=655:i-hc-quc-gia-tp-h-chi-minh-chn-gii-phap-aleph-va-primo-ca-ex-libris&catid=100:gii-phap-qun-ly-th-vin&Itemid=585&ei=qF_DU5TIFY7q8AW42IHgBg&bvm=bv.70810081,d.dGc&psig=AFQjCNGeXei5sDhF6I15ZzGMZ8QVmcrg1w&ust=1405399300890230http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=b005lWcwqQmZ4M&tbnid=lWKQn43lZkbvXM:&ved=0CAUQjRw&url=http://csc.hcmiu.edu.vn/bme/top_menu/about/faculty/faculty.html&ei=rV7DU5eMF4K58gXntILwAg&bvm=bv.70810081,d.dGc&psig=AFQjCNGpnedCJFRM1g6LH30gjRBoQHQCDA&ust=14053990580028278/10/2019 Chapter 1-Effective Communication and Ethical Concerns
15/19
Overcoming Organizational Barriers
1. Encourage open environment for interaction and feedback.
2. Flatten the organizational structure.
3. Promote horizontal communication.
4. Provide hotlinefor anonymous feedback.
5. Provide sufficient information through formal channels.
http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=Aq5be0m9MjkjUM&tbnid=oH9qrOm4WTZ7XM:&ved=0CAUQjRw&url=http://www.ted.com.vn/index.php?option=com_content&view=article&id=655:i-hc-quc-gia-tp-h-chi-minh-chn-gii-phap-aleph-va-primo-ca-ex-libris&catid=100:gii-phap-qun-ly-th-vin&Itemid=585&ei=qF_DU5TIFY7q8AW42IHgBg&bvm=bv.70810081,d.dGc&psig=AFQjCNGeXei5sDhF6I15ZzGMZ8QVmcrg1w&ust=1405399300890230http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=b005lWcwqQmZ4M&tbnid=lWKQn43lZkbvXM:&ved=0CAUQjRw&url=http://csc.hcmiu.edu.vn/bme/top_menu/about/faculty/faculty.html&ei=rV7DU5eMF4K58gXntILwAg&bvm=bv.70810081,d.dGc&psig=AFQjCNGpnedCJFRM1g6LH30gjRBoQHQCDA&ust=1405399058002827http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=Aq5be0m9MjkjUM&tbnid=oH9qrOm4WTZ7XM:&ved=0CAUQjRw&url=http://www.ted.com.vn/index.php?option=com_content&view=article&id=655:i-hc-quc-gia-tp-h-chi-minh-chn-gii-phap-aleph-va-primo-ca-ex-libris&catid=100:gii-phap-qun-ly-th-vin&Itemid=585&ei=qF_DU5TIFY7q8AW42IHgBg&bvm=bv.70810081,d.dGc&psig=AFQjCNGeXei5sDhF6I15ZzGMZ8QVmcrg1w&ust=1405399300890230http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=b005lWcwqQmZ4M&tbnid=lWKQn43lZkbvXM:&ved=0CAUQjRw&url=http://csc.hcmiu.edu.vn/bme/top_menu/about/faculty/faculty.html&ei=rV7DU5eMF4K58gXntILwAg&bvm=bv.70810081,d.dGc&psig=AFQjCNGpnedCJFRM1g6LH30gjRBoQHQCDA&ust=14053990580028278/10/2019 Chapter 1-Effective Communication and Ethical Concerns
16/19
Ethics in the Workplace
1. E-mail Message (Ex: Tell S.O that his/her job in danger)
2. Customer Letter (Ex: Irritate over your mistake)
3. Progress Report (Ex: Ignore problems in a project)
4. Sales Report (Ex: Inflate sales figures)
5. Presentation (Ex: steal/lift the slides)
6. Proposal (Ex: unrealistic deadline)
7. Rsum (Ex: Exaggerate your background)
http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=Aq5be0m9MjkjUM&tbnid=oH9qrOm4WTZ7XM:&ved=0CAUQjRw&url=http://www.ted.com.vn/index.php?option=com_content&view=article&id=655:i-hc-quc-gia-tp-h-chi-minh-chn-gii-phap-aleph-va-primo-ca-ex-libris&catid=100:gii-phap-qun-ly-th-vin&Itemid=585&ei=qF_DU5TIFY7q8AW42IHgBg&bvm=bv.70810081,d.dGc&psig=AFQjCNGeXei5sDhF6I15ZzGMZ8QVmcrg1w&ust=1405399300890230http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=b005lWcwqQmZ4M&tbnid=lWKQn43lZkbvXM:&ved=0CAUQjRw&url=http://csc.hcmiu.edu.vn/bme/top_menu/about/faculty/faculty.html&ei=rV7DU5eMF4K58gXntILwAg&bvm=bv.70810081,d.dGc&psig=AFQjCNGpnedCJFRM1g6LH30gjRBoQHQCDA&ust=1405399058002827http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=Aq5be0m9MjkjUM&tbnid=oH9qrOm4WTZ7XM:&ved=0CAUQjRw&url=http://www.ted.com.vn/index.php?option=com_content&view=article&id=655:i-hc-quc-gia-tp-h-chi-minh-chn-gii-phap-aleph-va-primo-ca-ex-libris&catid=100:gii-phap-qun-ly-th-vin&Itemid=585&ei=qF_DU5TIFY7q8AW42IHgBg&bvm=bv.70810081,d.dGc&psig=AFQjCNGeXei5sDhF6I15ZzGMZ8QVmcrg1w&ust=1405399300890230http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=b005lWcwqQmZ4M&tbnid=lWKQn43lZkbvXM:&ved=0CAUQjRw&url=http://csc.hcmiu.edu.vn/bme/top_menu/about/faculty/faculty.html&ei=rV7DU5eMF4K58gXntILwAg&bvm=bv.70810081,d.dGc&psig=AFQjCNGpnedCJFRM1g6LH30gjRBoQHQCDA&ust=14053990580028278/10/2019 Chapter 1-Effective Communication and Ethical Concerns
17/19
Goals of Ethical Business Communicators
1. Abiding by the Law (Copy Right)
2. Telling the Truth
3. Labeling Opinions (The difference between facts and opinions)
4. Being Objective (Honest reporting means presenting the wholepicture and relating all facts fairly)
5. Communicating Clearly (Plain English: short sentences,simple words, and clear organization)
6. Using Inclusive Language (Discrimination Issues)
7. Giving Credit (Acknowledgement)
http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=Aq5be0m9MjkjUM&tbnid=oH9qrOm4WTZ7XM:&ved=0CAUQjRw&url=http://www.ted.com.vn/index.php?option=com_content&view=article&id=655:i-hc-quc-gia-tp-h-chi-minh-chn-gii-phap-aleph-va-primo-ca-ex-libris&catid=100:gii-phap-qun-ly-th-vin&Itemid=585&ei=qF_DU5TIFY7q8AW42IHgBg&bvm=bv.70810081,d.dGc&psig=AFQjCNGeXei5sDhF6I15ZzGMZ8QVmcrg1w&ust=1405399300890230http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=b005lWcwqQmZ4M&tbnid=lWKQn43lZkbvXM:&ved=0CAUQjRw&url=http://csc.hcmiu.edu.vn/bme/top_menu/about/faculty/faculty.html&ei=rV7DU5eMF4K58gXntILwAg&bvm=bv.70810081,d.dGc&psig=AFQjCNGpnedCJFRM1g6LH30gjRBoQHQCDA&ust=1405399058002827http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=Aq5be0m9MjkjUM&tbnid=oH9qrOm4WTZ7XM:&ved=0CAUQjRw&url=http://www.ted.com.vn/index.php?option=com_content&view=article&id=655:i-hc-quc-gia-tp-h-chi-minh-chn-gii-phap-aleph-va-primo-ca-ex-libris&catid=100:gii-phap-qun-ly-th-vin&Itemid=585&ei=qF_DU5TIFY7q8AW42IHgBg&bvm=bv.70810081,d.dGc&psig=AFQjCNGeXei5sDhF6I15ZzGMZ8QVmcrg1w&ust=1405399300890230http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=b005lWcwqQmZ4M&tbnid=lWKQn43lZkbvXM:&ved=0CAUQjRw&url=http://csc.hcmiu.edu.vn/bme/top_menu/about/faculty/faculty.html&ei=rV7DU5eMF4K58gXntILwAg&bvm=bv.70810081,d.dGc&psig=AFQjCNGpnedCJFRM1g6LH30gjRBoQHQCDA&ust=14053990580028278/10/2019 Chapter 1-Effective Communication and Ethical Concerns
18/19
5 Common Ethical Traps
1. The false-necessity trap (Convincing yourself that no
other choice exists)
2. The doctrine-of-relative-filth trap (Comparing yourunethical behavior with someone elses even moreunethical behavior)
3. The rationalization trap (Justifying unethical actionswith excuses)
4. The self-deception trap (persuading yourself, for
example, that a lie is not really a lie)
5. The ends-justify-the-means trap (Using unethicalmethods to accomplish a desirable goal)
http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=Aq5be0m9MjkjUM&tbnid=oH9qrOm4WTZ7XM:&ved=0CAUQjRw&url=http://www.ted.com.vn/index.php?option=com_content&view=article&id=655:i-hc-quc-gia-tp-h-chi-minh-chn-gii-phap-aleph-va-primo-ca-ex-libris&catid=100:gii-phap-qun-ly-th-vin&Itemid=585&ei=qF_DU5TIFY7q8AW42IHgBg&bvm=bv.70810081,d.dGc&psig=AFQjCNGeXei5sDhF6I15ZzGMZ8QVmcrg1w&ust=1405399300890230http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=b005lWcwqQmZ4M&tbnid=lWKQn43lZkbvXM:&ved=0CAUQjRw&url=http://csc.hcmiu.edu.vn/bme/top_menu/about/faculty/faculty.html&ei=rV7DU5eMF4K58gXntILwAg&bvm=bv.70810081,d.dGc&psig=AFQjCNGpnedCJFRM1g6LH30gjRBoQHQCDA&ust=1405399058002827http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=Aq5be0m9MjkjUM&tbnid=oH9qrOm4WTZ7XM:&ved=0CAUQjRw&url=http://www.ted.com.vn/index.php?option=com_content&view=article&id=655:i-hc-quc-gia-tp-h-chi-minh-chn-gii-phap-aleph-va-primo-ca-ex-libris&catid=100:gii-phap-qun-ly-th-vin&Itemid=585&ei=qF_DU5TIFY7q8AW42IHgBg&bvm=bv.70810081,d.dGc&psig=AFQjCNGeXei5sDhF6I15ZzGMZ8QVmcrg1w&ust=1405399300890230http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=b005lWcwqQmZ4M&tbnid=lWKQn43lZkbvXM:&ved=0CAUQjRw&url=http://csc.hcmiu.edu.vn/bme/top_menu/about/faculty/faculty.html&ei=rV7DU5eMF4K58gXntILwAg&bvm=bv.70810081,d.dGc&psig=AFQjCNGpnedCJFRM1g6LH30gjRBoQHQCDA&ust=14053990580028278/10/2019 Chapter 1-Effective Communication and Ethical Concerns
19/19
Tools for Doing the Right Thing
1. Is the action you are considering legal?
2. How would you see the problem if you were on the other side?
3. What alternate solutions are available?
4. Can you discuss the problem with someone you trust?
5. How would you feel if your family, friends, employer, or co-workers learned of your action?
http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=Aq5be0m9MjkjUM&tbnid=oH9qrOm4WTZ7XM:&ved=0CAUQjRw&url=http://www.ted.com.vn/index.php?option=com_content&view=article&id=655:i-hc-quc-gia-tp-h-chi-minh-chn-gii-phap-aleph-va-primo-ca-ex-libris&catid=100:gii-phap-qun-ly-th-vin&Itemid=585&ei=qF_DU5TIFY7q8AW42IHgBg&bvm=bv.70810081,d.dGc&psig=AFQjCNGeXei5sDhF6I15ZzGMZ8QVmcrg1w&ust=1405399300890230http://www.google.com.vn/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=b005lWcwqQmZ4M&tbnid=lWKQn43lZkbvXM:&ved=0CAUQjRw&url=http://csc.hcmiu.edu.vn/bme/top_menu/about/faculty/faculty.html&ei=rV7DU5eMF4K58gXntILwAg&bvm=bv.70810081,d.dGc&psig=AFQjCNGpnedCJFRM1g6LH30gjRBoQHQCDA&ust=1405399058002827