Effective Communication and Miscommunication

            To ensure effective communications we have to be conscious of the steps in the communications process.  These steps include sender/receiver, receiver/decoder, message, and channel or medium.  In the sender/receiver message the sender communicates a message.  The sender “bears the burden in this process, communicating not only the content of the message, but information about history and attitude toward the receiver” (Roebuck, 2006, p. 10).  In the receiver/decoder step the receiver encodes the message the way that they interpreted it based on their frame of reference, not necessarily the way the message was given. 

The message step “contains ideas expressed to other individuals” (Roebuck, 2006, p. 10).  It needs to be expressed in a way that it can be easily understood.  In the final step of channel/medium is when the message is relayed to the receiver.  There are several ways to do this including verbally or in other technical fashions (phone, e-mail, video meetings, etc.) but it is important to choose the best way to ensure the message is understood.

            Miscommunication can happen for a number of different reasons.  One is interference; this is when we draw a conclusion based on something that we observed although our conclusion may not have been the actual fact.  Another is nonverbal message that we my send.  Although we may be saying one thing, our actions may be saying another. 

Personality differences can also have a major impact on miscommunication.  Everyone has different personalities and different ways that they communicate.  It is important to realize that we cannot communicate to everyone in the same way and they we may need to adjust the way we communicate based on different personalities.

References

Roebuck, D. B. (2006). Improving Business Communication Skills. Upper Saddle River: Pearson Prentice Hall.

The Art of Persuasion

Managers have to use persuasion every day.  It is important to know that different persuasion techniques work for different employees and that every manager has their own management style.  Here is my own “best practices” approach to persuading employees;

·         I use relationship closeness with my employees.  Although we are not “friends”, I treat them with respect and they treat me with respect.  We have an open relationship were we can talk freely about issues, ideas, and changes that need to take place.  Having a good relationship with the employees makes it easier when it comes to persuading them to do something.

·         In order to persuade my employees, I have to know them.  What I can do to persuade one employee, will not necessarily work with another.  Knowing and understanding how each is motivated will help with the persuasion.

·         I also use humor to persuade my employees.  For example, when I walked into the stockroom at my store there was a group of three employees talking.  I made the comment “I didn’t know we were having a party back here.  Should I invite all of the customers back?”  It was a joking comment to persuade them to get back to work.  They laughed and dispersed back to their areas.

·         There are also times when I have to use the “rationale” approach, “involving the use of explanation or justification” (Seiter & Gass, 2004, p. 340).  Some employees are best persuaded by reason.

References

Seiter, J. S., & Gass, R. H. (2004). Perspectives on Persuasion, Social Influence, and Compliance Gaining. Boston: Pearson Education.

The Manager as a Speech Writer

            Managers often have to give speeches; both the formal and informal kind.  Most managers have the ability to know what message they need to get across to their audience and how they want to convey that message.  What they may not be great at is giving the speech in front of a large group of people.  In these cases, managers may help to write the speech and allow a true speaker to persuade the crowd.   

Writing a great speech is about having the right tools to aide in the process.  Content creation of a speech involves knowing five things; the purpose, the audience, the speaker, the time frame, and the setting.  The purpose of the speech is about finding the main point of the speech.  The writer must work with the speaker to ensure that they understand the strategic message. 

Knowing the audience is very important; the audience needs to be informed of the strategic message in an appropriate manner.  When writing the speech, it is very important for the writer to understand that they are not writing the speech for themselves but for the speaker.  The time frame is important to understand the amount of time that the speech should take up.  You do not want it to go on for too long or too short.  The last is the setting; the place to where the speech would take place. (Marsh, Guth, & Short, 2009, p. 93).

References

Marsh, C., Guth, D. W., & Short, B. P. (2009). Strategic Writing. Boston: Pearson .

The Art of Motivation

     As a manger, I have to motivate my employees to do certain things.  Corporate sends down many objectives and it is my job to ensure that my employees are doing them.  This is where the motivation comes in; it is not just about telling them to do it, I have to motivate them to do it.  I sometimes motivate them with rewards of monetary value, other times with allowing them to leave early, and sometimes simple praise in front of the other employees.  I have found that even though I am asking them to do the same things, different forms of motivation work for different employees.  “The research shows that qualitatively different approaches to processing the message can lead to difference in attitude strength even when the extent of the message elaboration appears to be constant” (Seiter & Gass, 2004, p. 84). 

    With these objectives, it is easy to see that certain employees are good at certain things but they are not all great at all of them.   Some are good at up selling, others have great people skills, some are great at multi-tasking, etc.   In order to run a good business, I have to find which abilities each of my employees have and encourage them to use them.

References

Seiter, J. S., & Gass, R. H. (2004). Perspectives on Persuasion, Social Influence, and Compliance Gaining. Boston: Pearson Education.

A Short Look at Ethics

     Maintaining personal ethical standards can sometime be hard in the workplace when employees are dealing with delicate situations that they believe may cost them their job or their positions.  Business ethics is “coming to know what it right or wrong in the workplace and doing what's right -- this is in regard to effects of products/services and in relationships with stakeholders” (McNamara).  Employees have to learn to do what is right for the company, although it may not be easy.

  
     Ethical behavior plays a part in every aspect of our lives; at work, at home, at school, at church, in every decision that we make.  It is important to understand how to behave ethically when trying to persuade someone to do something; especially in the workplace.  Listening to others, knowing their sides, and respecting it is imperative to ethical behavior.   

References

McNamara, C. (n.d.). Complete Guide to Ethics Management: An Ethics Toolkit for Managers. Retrieved October 3, 2010, from http://managementhelp.org: http://managementhelp.org/ethics/ethxgde.htm

A Lesson Learned from a Poor Proposal

            The primary purpose of a proposal is to persuade.  When we address an audience with our proposal we are attempting the audience “to take some form of action” (Lannon, 2008, p. 495).  The actions that we need the audience to take will vary by the subject of the proposal but we need to approach each proposal the same; with the purpose to try to encourage our audience to do something or make some sort of change.

             I feel that I have to do a lot of “informal” proposals at work.  I have to convince my employees to adapt to change or to do certain tasks certain ways.  Most of the time it is to make their job easier but it can sometimes be hard for them to see that, so it is my job to convince them that it is.  A couple of years back I had to give a proposal to a group of my peers on the way my boss would like all of us to do a certain task.  I do not believe that I persuaded everyone to do the task the way that he asked it to be done; it was a tough crowd and they are not always willing to change.

               This was my first real proposal in front of a crowd and I did not have a lot of time to prepare.  Looking back I can see what I should have done differently.  The first thing is that I would have had a more convincing language.  The problem was that I was not completely convinced myself when I had to make the proposal.  I myself had not tried out the new way to do the task.  The next thing that would have done differently is that I would have had visual aids in the form of hand outs.  This was not an all around bad experience though; I did learn from my mistakes. 

References

Lannon, J. (2008). Techincal Communication. New York: Pearson.

 

Delivering Bad News Tactfully and Effectively

In this case of delivering bad news to the employee, the first thing that I would do is prepare.  I would have all my facts in order; facts of the discussions and disciples that we have had in the past and the facts of the current substandard performance and the complaints I have received about the employee.

I would then anticipate the employee’s response.  I know that the employee will most likely become defensive, have excuses, be blaming others, and ultimately will not take any responsibility for their actions. 

I will bring the employee into the meeting in a private room so that we openly discuss the issues without any interruptions. I will open the conversation by explaining to them that we are here to discuss some substandard work performances.  I would be straight forward in stating the current issues.  “The manager should specifically describe the employee’s disruptive behaviors and attempt to get the employee to agree that a problem exists” ("Managing Difficult Employees and Disruptive Behaviors", 2011). 

I will then give the employee a chance to respond, being prepared for some sort of negative response.  When the employee starts to gets defensive and to blame others, I will focus on the specific facts of these situations.  I will try to get the employee to take responsibility for their actions by asking them open ended questions about the problems and by redirecting them when they get off course.

I will listen and give the employee every chance to respond.  I will close the conversation by telling the employee that I hold all of my employees to the same standards and at this time they are not meeting them.  I will make sure that the employee understands the seriousness of this issues and that we must now develop a plan for improvement.  I will then let the employee know that if these substandard performances do not improve, and since we have addressed these issues before, the next step will be termination.

The conflict resolution technique that I would use in this case is that of collaborating. 

You can focus on working together. Use this approach when the goal is to meet as many current needs as possible by using mutual resources. This approach sometimes raises new mutual needs. Collaboration can also be used when the goal is to cultivate ownership and commitment (How to Deal With Conflict, 2011).

By using this approach, hopefully the employee will take the opportunity to come up with ideas on how they can achieve higher performance levels, which must include some behavioral changes.  With us working together to come up with this plan, the employee will not only know exactly what is expected of them but also how they can achieve it.  This approach gives the employee the chance to take control of their situation and to make the changes needed in order to avoid communication.

References

"Managing Difficult Employees and Disruptive Behaviors". (2011). Retrieved July 30, 2011, from http://www.shrmindia.org: http://www.shrmindia.org/managing-difficult-employees-and-disruptive-behaviors

How to Deal With Conflict. (2011). Retrieved July 30, 2011, from http://managementhelp.org: http://managementhelp.org/interpersonal/conflict.htm

The Technology of Education

            It has not always been easy for working adults to earn a degree while working full-time but with today’s technology it is getting much easier.  Today, adults of all ages can sit in their living rooms and earn a degree from a university across the country.  They can learn from an instructor who is not on campus and with students in other states or even other countries.   

            A report sponsored by the New Media Consortium entitled “The future of higher education: how technology will shape learning” found the following:

·         Technology has had—and will continue to have—a significant impact on higher education.

·         Online learning is gaining a firm foothold in universities around the world.

·         University respondents view technology as having a largely positive impact on their campuses.

·         Higher education is responding to globalization.

(Glenn, 2008).

            On-line education is giving all adults the opportunity to work an education into their busy schedules, instead of the other way around.  Students can go to class at five in the morning or ten at night, whatever is easiest for them.  Adults armed with little more than a computer, a little effort, and some time can finally achieve their dreams of a higher education. 

The specialization, customization and convenience that distance education affords has found an eager audience among students, working professionals and employers. Many academic institutions, and especially those with a public-service mandate, consider online learning key to advancing their mission, placing post-graduate education within reach of people who might otherwise not be able to access it.  (Glenn, 2008).

The use of technology in education has made great strides. Where we were once learning to use computers, we are now using computers to learn.

References

Glenn, M. (2008, October). The future of higher education: how technology will shape learning.

Retrieved July 19, 2011, from http://www.nmc.org: http://www.nmc.org/pdf/Future-of-

Higher-Ed-(NMC).pdf

Smartphones Make Sense in Healthcare

            The technology of the Smartphone is allowing doctors to reach their patients in new ways and allowing patients to manage their healthcare in a more efficient manner.  Patients can receive messages on their smart phones to remind them to take their meds, check their blood sugar, etc.  One study found that the most positive finding where in the areas of weight loss, smoking cessation, and blood glucose monitoring (Michael S. Wolf, 2010).

            There are also many applications available for Smartphones to help patients with their health.  One is the seizure diary app.  This app allows patients to keep track of their seizures and their medication and allows them to easily transfer that data to their medical professional ("Seizure First Aid: Theres an App for That!", 2011).  There are general apps that remind patients to take their meds.  There are specialized apps that help patients with Asthma, HIV/AIDS, multiple sclerosis, etc.  These apps allow patients to save prudent information to help physicians monitor their condition (Jane Sarasohn-Kahn, 2010). 

            Hospitals are also using this new technology to help patients better manage their health.  One example is that of St. John’s Mercy in Missouri.  The hospital is making health care more convenient for the patient by giving the patient access to information from their Smartphone or computer.  Patients can view test results, view and schedule appointments, get automated health care reminders, send and receive messages from providers, and request refills  (St. John’s Mercy Introduces MyMercy to Washington‐area Patients, 2010).

            This technology is moving the patient and the healthcare provider closer and closer together.  It is helping patients stay in compliance with the medications and health regimens and helping them to give accurate health information to providers.  

References

"Seizure First Aid: Theres an App for That!". (2011, July 7). Retrieved July 20, 2011, from

http://nationalseizuredisordersfoundation.org:

http://nationalseizuredisordersfoundation.org/seizure-first-aid-app/

Jane Sarasohn-Kahn, M. M. (2010, April). How Smartphones Are Changing Health Care for

Consumers and Providers. Retrieved July 20, 2011, from http://www.chcf.org:

http://www.chcf.org/~/media/Files/PDF/H/PDF%20HowSmartphonesChangingHealthCa

re.pdf

Michael S. Wolf, P. M. (2010). Use of Technology to Educate and Activate Patients and

Families. Retrieved July 17, 2011, from http://www.iom.edu:

http://www.iom.edu/~/media/Files/Activity%20Files/Disease/Epilepsy/Panel%205%20W

olf.pdf

St. John’s Mercy Introduces MyMercy to Washington‐area Patients. (2010, July 30). Retrieved

July 2011, 2010, from http://www.stjohnsmercy.org:

http://www.stjohnsmercy.org/sjmh/0730_Mercy_Launches_MyMercy.pdf

A Library at Your Fingertips

Electronic books, also known as eBooks, are becoming more and more popular as a media technology.    These eBooks are changing the way that we read books.  We no longer have to go to the book store or the library to get a book; we can simply download it.     

Along with eBooks are eBook readers.  Of the most popular are Amazon’s Kindle and Barnes and Noble’s Nook.  With these products you choose your book, purchase it, and then download it to the reader.  These devices are popular for readers of all ages.  “Originally thought to have more appeal to younger readers, the Kindle is also popular with readers over 40, partially because of its adjustable type size” ("Strategies for Media Companies", 2011).

Students can also use this technology to download textbooks.  By downloading books, students can get their books quickly, at a fraction of the cost without the shipping fees and the wait.  These digital textbooks allow students to have access to the most updated information. 

New information is being added to human knowledge so rapidly that a textbook may be out of date by the time it appears in print where digital online textbooks--downloaded from the Internet-- can be regularly revised and updated. Clearly, traditional printed textbooks alone will not be adequate to meet the world's education needs.  ("Future of Online `Textbooks' and Modules", 2008)   

            The technology of electronic books gives all readers the freedom to choose the books they want instantly, to have a library at their fingertips, to save money, and to save themselves from carrying around a load of heavy books.

References

"Future of Online `Textbooks' and Modules". (2008, September 24). Retrieved July 20, 2011,

from http://ecolecon.missouri.edu:

http://ecolecon.missouri.edu/globalresearch/chapters/3-07.html

"Strategies for Media Companies". (2011, June 26). Retrieved July 17, 2011, from

http://thinkup.waldenu.edu/:

http://thinkup.waldenu.edu/management/innovation/item/11616-strategies-media-

companies?pop=1&tmpl=component

Technology Makes Traveling a Little Easier

It seems that everywhere we look these days there is some new piece of technology that is making our lives a little easier.  Imagine being in Mexico and not knowing any Spanish.  You are trying to find your way around but cannot read the street signs; you are hungry but are not able to read the menu.  There’s an app for that.

Word Lens is an application that translates printed English words to Spanish or vice versa.  With this technology we can use our iPhone to translate signs, newspapers, menus and web pages from Spanish to English.  “Here, the translation of the same size, color and font is rendered as the original, just as if the shield itself was relabeled” ("iPhone App Word Lens, The translated reality", 2010).    

According to Apple, it is important to keep in mind that this application does not recognize handwriting or stylized fonts.  It does, however, allow you to type the words into your phone to get the translation that you need.  This application is as easy to use as any camera phone.  (Word Lens, 2011).  There is a free trial version that can be downloaded from iTunes.  The full version is available for $9.99.  Word Lens is currently only available for English-Spanish but new languages are in development.     

This piece of technology is a must for anyone going to a Spanish speaking country, either on business or pleasure.  This would also be a great tool for anyone wanting a little help learning a different language. 

References

"iPhone App Word Lens, The translated reality". (2010). Retrieved July 17, 2011, from

http://www.qiam.org/: http://www.qiam.org/technology/iphone-app-word-lens-translated-

reality

Word Lens. (2011, March 22). Retrieved July 19, 2011, from http://itunes.apple.com:

http://itunes.apple.com/us/app/word-lens/id383463868?mt=8#