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MCS 2000 (29)
Chapter 1

Chapter 1.docx

9 Pages

Marketing and Consumer Studies
Course Code
MCS 2000
Lianne Foti

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Chapter 1: Effective and Ethical Communication At Work Communication Skills and You - extremely important to career success (especially when jobs are scarce and competitions keen) - critical to your job placement, performance, career advancement, & organizational success -often ranked as one of most requested items -must be learned (ability to read, listen, speak and write effectively) -writing skills are especially important today, due to technology enabling us to transmit messages more rapidly, more often, and more widely than ever before (people work together, but arent physically together) *Those who write poorly are viewed as less intelligent, less educated and less competent. Those who articulate are seen as intelligent, educated and capable. Thriving as a Knowledge Worker in Information Age -regardless of economic downturns & recoveries, we live in economy based on info & knowledge -today, wealth depends on development and exchange of knowledge (in Information Age-computer, mobile phone, internet; in Industrial Age- raw materials and physical labour) -knowledge workers paid for knowledge (workers engage in mind workdeal with symbols (words, figures, data) -jobs that require thinking, brainpower, and decision-making skills are likely to remain plentifu(to be successful must be able to think critically, make decisions, and communicate those decisions) -thinking critically means having options that are backed by reason and evidence -constantly changing technologies and work procedures mean continual training for employees Five-Point Critical Thinking Plan(Problem Solving) 1. Identify and clarify the problem. Recognize a problem exists 2. Gather information. Learn more about the problem and look for possible causes and solutions 3. Evaluate the evidence. Find where information came from, whether it represents various points of views, possible biases, accuracy of information gathered 4. Consider alternatives and implications. Draw conclusions from gathered evidence and pose solutions. Weigh advantages and disadvantages of each alternative (costs, benefits, consequences) 5. Choose the best alternative and test it. Select alternative and try it out to see if it meets expectations. If it does, implement decision, if not rethink alternatives Trends Affecting You In Todays Dynamic Workplace *many of changes in todays dynamic workplace make communication skills key to success Heightened Global competition: communication is more complicated among people who have different religions, customs & lifestyles -need to develop new skills such as cultural knowledge and sensitivity, flexibility, and patience Flattened management hierarchies: fewer layers of managers separate decision makers from line workers (demand that every employee be a skilled communicator) -shorter lines of communication (doesnt flow through many levels of management)and decision s makers can react faster to market changes Expanded Team-based management: increase employee involvement in decision making & improve communication -workers on teams need strong communication skills to collaborate and work together effectively s -working relationships can become strained when individuals hire communication coaches to help w existing teams get along (work to develop interpersonal, negotiation, and collaboration techniques) Innovative Communication Technologies: new technologies are dramatically affecting the way workers communicate -dramatically affecting the way workers communicate (email, instant messaging (IM), text messaging, personal digital assistants (PDAs), fax, voicemail, wireless networking, cell phones, powerful laptop computers, satellite communications, wireless networks, videoconferencing, teleconferencing & tweeting) -today, all business people rely heavily on Internet & Web to collect information, serve customers, and sell products and services Anytime, Anywhere, and Nonterritorial Offices: workers are no longer confined to 9-5 jobs that confine them to offices, they have flexible working arrangements so that they can work at home or on the road -communication skills become increasingly important because teams need to stay connected through messages (most which are written) Increasingly Diverse Workforce: Canadian workforce is becoming more diverse (businesses must create work environment that values and supports all people) -communicating with workers who differ in race, gender, ethnicity,& age requires new attitudes & skills -diverse staff able to read trends & respond to the increasingly diverse customer base in local & world markets Communication Technologies: Reshaping the World of Work Telephony: VoIP -allows callers to communicate using broadband internet connection; eliminating long distance and local telephone charges (Voice over internet -higher end VoIP systems now support unified voice mail, email, click-to-call capabilities, and soft(phones using computer network) protocol) (ie. Skype) Open Offices -more fluid, flexible & open workspaces -smaller computers & flat screens enable designers to save space with boomerang-shaped -digital databases replacing file cabinets Company -share insider information, many companies provide own protected Web sites called intranets Intranets -handles company email, announcements, an employee directory, a policy handbook, frequently asked questions, personnel forms and data, employee discussion forums, shared documents, and other employee information Multifunctional -stand-alone copiers, fax achiness, scanners, and printers have all been replaced with multifunctional devices Printers -offices are transitioning to a print and distribute environment to a distribute and print environment -security measures(passwords & biometric thumbprint scannare used to make sure data streams arent captured, interrupted, or edited Handheld -provide phone, email, Web browsing, wireless network Wireless Devices -some devices allow you to tap into intranets from remote locatio(to check customers files, complete orders, and send out receipts without returning to office) Voice Recognition -computers equipped with voice recognition software that enables users to dictate up to 160 words a minute with accurate transcript -particularly helpful to disabled workers and professionals with heavy dictation (ie. physicians and attorneys) -users can create documents, enter data, compose emails, brose web, and control desktop- all by voice Electronic -business presentations in PowerPoint can be protected from a laptop or PDA or posted online presentation - may include animations, sound effects, digital photos, video clips, or hyperlinks to Internet sites - in some industries, PowerPoint slides (desks) are replacing or supplementing traditional hard copy reports Collaboration -global competition, expanding markets, & ever-increasing pace for business accelerate the development of collaboration tools Technologies: -New tools make it possible to work together without being together Rethinking The Way -with today's tools, and you can exchange ideas, solve problems, develop products, forecast future performance, and complete team we Work Together projects any time of day or night and anywhere in the world Bogs, Podcasts, -blog is a website with journal entries usually written by one person, with comments added by others and Wikis -businesses use blogs to keep customers and employees in informed and to receive feedback -company developments can be posted, updated, and categorized easy cross-referencing -when writer adds audio, blog becomes podcast - Wiki s a web site that allows multiple users to collaborate the create and edit pages -information gets lost in emails, but blogs and wikis provide easy way to communicate and keep track of whats said Voice -telephone bridges allow two or more callers from any location to share the same call Conferencing -voice conferencing(auidioconfrencing or conference caenables people to collaborate by telephone -communicators at both ends used to enhance speakerphones to talk and be heard simultaneously Web conferencing -services such as GoToMeeting, WebEx, or Microsoft LiveMeeting (webinar) connects people in real time -functions are constantly evolvin(currently, screen sharing, chats, slide presentations, text messaging & application sharing) Video -allows participants to meet in special conference rooms equipped with cameras and TV. screens Conferencing -groups see and interact with each other in real time Presence -makes it possible to locate and identify computer decide as soon as users connect to network Technology -integral part of communication devices including cell phones, laptop computers, PDAs, pagers, & GPSs -collaboration is possible wherever and whenever users are onlineUnderstanding the Process of Communication -communication is the transition of information and meaning from one individual or group to another -process of communication is successful only when receiver understands an idea as the sender intended - has five steps: idea foundation, message encoding, messag
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