2004 communication pace series on workplace ethics the academy of irving isd attendance character...

20042004

COMMUNICATIONCOMMUNICATION

PACE Series on Workplace EthicsPACE Series on Workplace Ethics

The Academy of Irving ISDThe Academy of Irving ISD

ATTENDANCEATTENDANCE CHARACTERCHARACTER TEAMWORKTEAMWORK APPEARANCEAPPEARANCE ATTITUDEATTITUDE

PRODUCTIVITYPRODUCTIVITY ORGANIZATIONALORGANIZATIONALSKILLSSKILLS COMMUNICATIONCOMMUNICATION COOPERATIONCOOPERATION RESPECTRESPECT

20042004

ETHICS IN THE ETHICS IN THE WORKPLACEWORKPLACE

““Ultimately the ethical effectiveness Ultimately the ethical effectiveness of an organization rests on the of an organization rests on the decisions and actions of those in a decisions and actions of those in a leadership role. Leader behavior leadership role. Leader behavior becomes the model for what the becomes the model for what the organization requires and expects organization requires and expects from the total employee body.”from the total employee body.”

“Ethics in the Classroom” by Dr. Shirley A. Mixon, East Central University, 2004

20042004www.gvtc.org/workethicsonlinewww.gvtc.org/workethicsonline

CommunicationCommunication

Effective listeningEffective listening Good organizational skillsGood organizational skills Good communications skillsGood communications skills Being friendlyBeing friendly

20042004

““We read, write, speak, We read, write, speak, listen, and think in words. listen, and think in words. The words we know touch The words we know touch everything we do. everything we do. Increase your learning Increase your learning power by discovering new power by discovering new words.”words.”

Select Agendas, 2004


COMMUNICATION: COMMUNICATION: Skills AssessmentSkills Assessment

www.gvtc.org/workethicsonline

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.


CommunicationCommunicationHas Work Ethics Changed?Has Work Ethics Changed?

Managers and employees complain Managers and employees complain that many workers no longer have that many workers no longer have

the work ethic of the past, especially the work ethic of the past, especially younger workers who have been younger workers who have been

given the label of the “me given the label of the “me generation.” generation.”

Give work to someone only to be Give work to someone only to be disappointed with their lack of disappointed with their lack of

initiative and motivation, a situation initiative and motivation, a situation experienced by a majority of experienced by a majority of

business people, both managers business people, both managers and employees.and employees.



Employee motivation is contrary to Employee motivation is contrary to the obvious fact that people the obvious fact that people

generally want to be successful and generally want to be successful and perform work tasks to the perform work tasks to the

satisfaction of their employers. satisfaction of their employers.

The lack of motivation of others at The lack of motivation of others at work is an example of our own work is an example of our own

behavior.behavior.



Employee motivation is contrary to the obvious fact that Employee motivation is contrary to the obvious fact that people generally want to be successful and perform work people generally want to be successful and perform work tasks to the satisfaction of their employers. Supervisors tasks to the satisfaction of their employers. Supervisors describe the job as they want it to be performed and the describe the job as they want it to be performed and the workers describe the job as they understand it should be workers describe the job as they understand it should be performed. The description of the job to be done varies performed. The description of the job to be done varies

from 25-50% percent between the supervisor and worker.from 25-50% percent between the supervisor and worker.



A sender expresses an emotion or a A sender expresses an emotion or a feeling, creates an idea, or senses feeling, creates an idea, or senses the need to communicatethe need to communicate

Process is triggered when the Process is triggered when the sender makes a conscious or an sender makes a conscious or an unconscious decision to share the unconscious decision to share the message with another person—the message with another person—the receiver. receiver.



Based on something that conveys Based on something that conveys meaning: the messagemeaning: the message verbal (spoken or written)verbal (spoken or written) nonverbal (body language, physical nonverbal (body language, physical

appearance, or vocal tone)appearance, or vocal tone) context—or place and time—of the context—or place and time—of the

communicationcommunicationmakes a big impact on how it will makes a big impact on how it will

be receivedbe received



Message sent and received through Message sent and received through one of five sensesone of five senses SeenSeen HeardHeard TouchedTouched TastedTasted SmelledSmelled



Communication channelsCommunication channels Work settingWork setting

seen through body movement, letters, seen through body movement, letters, memos, newsletters, bulletin board notices, memos, newsletters, bulletin board notices, signs, emails, etc.signs, emails, etc.

heard come through conversations, heard come through conversations, interviews, presentations, telephones, interviews, presentations, telephones, radios, and other audio mediaradios, and other audio media

sight and sound are the two most frequently sight and sound are the two most frequently used in our societyused in our society

Receiver gives feedback (return Receiver gives feedback (return message) unconsciously or message) unconsciously or consciouslyconsciously

Process is on-goingProcess is on-going



Sender’s worst assumption … message Sender’s worst assumption … message received as intendedreceived as intended Assume that something will go wrongAssume that something will go wrong Take steps to prevent that occurrenceTake steps to prevent that occurrence

Barriers to good communicationsBarriers to good communications Always presentAlways present Language itself can be a barrier—unclear Language itself can be a barrier—unclear

wording, slang, jargon, the tonewording, slang, jargon, the tone Failure of the sender to realize that his or Failure of the sender to realize that his or

her body language might contradict the her body language might contradict the spoken messagespoken message

Channel used to convey the message Channel used to convey the message might be wrongmight be wrong

Poor listening skillsPoor listening skills


CommunicationCommunicationNon-VerbalNon-Verbal People telegraph intentions and People telegraph intentions and

feelings whether aware of it or notfeelings whether aware of it or not Unintentional sendersUnintentional senders Whatever goes on inside shows outsideWhatever goes on inside shows outside

Conveyed messages go far beyond Conveyed messages go far beyond words spokenwords spoken Tone of voiceTone of voice Body languageBody language Comes particularly from the face, eyes, Comes particularly from the face, eyes,

body, clothing, gestures, and touchbody, clothing, gestures, and touch


CommunicationCommunicationNon-VerbalNon-Verbal Be careful to interpret signals correctlyBe careful to interpret signals correctly

Crossed arms might be expressing Crossed arms might be expressing defiance, but might also just be feeling defiance, but might also just be feeling coldcold

Check out facial expressions and other Check out facial expressions and other nonverbal signs to determine correct nonverbal signs to determine correct readingreading

Depend on reading of facial expressions Depend on reading of facial expressions to judge feelingsto judge feelings

Depend on face as most trustworthy Depend on face as most trustworthy indicator of emotions such as happiness, indicator of emotions such as happiness, surprise, fear, anger, joy, sadness, surprise, fear, anger, joy, sadness, disgust, contempt, interest, concern, and disgust, contempt, interest, concern, and embarrassmentembarrassment


CommunicationCommunicationNon-VerbalNon-Verbal Look at face for insight into person’s Look at face for insight into person’s

character character (for example, an “open, honest (for example, an “open, honest face,” a “strong chin,” or “beady eyes”)face,” a “strong chin,” or “beady eyes”)

Moustache, beard, or long hair Moustache, beard, or long hair might suggest conformity or might suggest conformity or nonconformity, depending on time nonconformity, depending on time and contextand context

Grooming of hair says much about Grooming of hair says much about person’s meticulousnessperson’s meticulousness

Narrowed lips or jutted-out chin Narrowed lips or jutted-out chin might mean a person is angry or might mean a person is angry or defiantdefiant


CommunicationCommunicationNon-VerbalNon-Verbal Eyes convey much meaningEyes convey much meaning

eye contact—or a lack of it—might tell eye contact—or a lack of it—might tell about person’s confidence, friendliness, about person’s confidence, friendliness, honesty, or desire to dominatehonesty, or desire to dominate

narrowed eyes suggest anger, irritation, narrowed eyes suggest anger, irritation, or doubtor doubt

pupils signify interest or disinterestpupils signify interest or disinterest pupils dilate when person is interested or pupils dilate when person is interested or

excited … grow smaller when person is excited … grow smaller when person is bored or uninterestedbored or uninterested

brow area and narrowing of eyes tell brow area and narrowing of eyes tell receiver muchreceiver much

frowns, scowls, and raised eyebrows frowns, scowls, and raised eyebrows indicate displeasure or intensityindicate displeasure or intensity


CommunicationCommunicationNon-VerbalNon-Verbal Body is another rich source of Body is another rich source of

nonverbal confirmation or denial nonverbal confirmation or denial of our verbal messageof our verbal message

Draw conclusions about people Draw conclusions about people before words exchanged based on before words exchanged based on sex, posture, height, weight, and sex, posture, height, weight, and skin colorskin color People stereotype others by thinking People stereotype others by thinking

that tall people make good leaders, that tall people make good leaders, overweight people are jolly, and women overweight people are jolly, and women are too emotionalare too emotional

Notice how senders of messages hold Notice how senders of messages hold their bodiestheir bodies


CommunicationCommunicationNon-VerbalNon-Verbal Crossed arms a sign of Crossed arms a sign of

defensiveness, defiance, or defensiveness, defiance, or withdrawalwithdrawal

Hands on hips signal goal oriented Hands on hips signal goal oriented or ready and able to take something or ready and able to take something onon

Leaning back in chair with hands Leaning back in chair with hands clasped behind the head interpreted clasped behind the head interpreted as sign of superiority, smugness, or as sign of superiority, smugness, or authorityauthority

A slouched posture means A slouched posture means humiliation, defeat, or submissionhumiliation, defeat, or submission


CommunicationCommunicationNon-VerbalNon-Verbal Using arms, bodies, and legs to Using arms, bodies, and legs to

block sign of territorial feelingsblock sign of territorial feelings Turning shoulder or body slightly Turning shoulder or body slightly

away sign of rejectionaway sign of rejection Appearance discloses pieces of Appearance discloses pieces of

informationinformation Dressing immaculately … careful and Dressing immaculately … careful and

detaileddetailed ““Old-fashioned” dress … conservative Old-fashioned” dress … conservative

opinions and valuesopinions and values Excessive jewelry … materialisticExcessive jewelry … materialistic


CommunicationCommunicationNon-VerbalNon-Verbal Clothing during working hours tell Clothing during working hours tell

what we do for a livingwhat we do for a living Blue-collar clothes designed to help or Blue-collar clothes designed to help or

protect protect White-collar clothes are formal, little White-collar clothes are formal, little

protectionprotection Most common form of social Most common form of social

physical contact—the handshakephysical contact—the handshake Indication of welcome, liking, Indication of welcome, liking,

acceptance, and greetingacceptance, and greeting Considered extremely rude not to Considered extremely rude not to

accept an offered handaccept an offered hand


CommunicationCommunicationNon-VerbalNon-Verbal Method of shaking hands …Method of shaking hands …

Bone-crushing grip seen as desire to Bone-crushing grip seen as desire to dominatedominate

Limp grasp sign of insecurity or Limp grasp sign of insecurity or negative outlook on lifenegative outlook on life

Mechanical pumping up and down in Mechanical pumping up and down in series of convulsive jerks suggests series of convulsive jerks suggests mental rigidity, strong will, and mental rigidity, strong will, and inflexibilityinflexibility

Be very careful with touching others at Be very careful with touching others at work because of harassment issueswork because of harassment issues


CommunicationCommunicationNon-VerbalNon-Verbal Nonverbal message readers …Nonverbal message readers …

Look at totality of cues rather than Look at totality of cues rather than isolated ones isolated ones (remember the crossed arms?)(remember the crossed arms?)

Take context Take context (time and place)(time and place) of message of message into accountinto account

Compensate for own biases and Compensate for own biases and prejudicesprejudices


CommunicationCommunicationOralOral Successful communicatorsSuccessful communicators

Full responsibility for success in Full responsibility for success in processprocess

Take responsibility for ensuring what’s Take responsibility for ensuring what’s heard is understoodheard is understood

Recognize barriers to good Recognize barriers to good communications existcommunications exist

Speak in simple, grammatical, and Speak in simple, grammatical, and understandable termsunderstandable terms

Give examples, ask for feedback, rephrase, Give examples, ask for feedback, rephrase, and make it easy to get true intent of and make it easy to get true intent of communicationscommunications


CommunicationCommunicationListeningListening Without proper listening, Without proper listening,

communication does not occurcommunication does not occur Effective listening is …Effective listening is …

Active participation in a conversationActive participation in a conversation Helps speaker become understoodHelps speaker become understood

Must Must hearhear and not and not assumeassume what is what is saidsaid


CommunicationCommunicationListeningListening Listeners …Listeners …

Passive listener …Passive listener … AttentiveAttentive Does not assist speakerDoes not assist speaker

Active listener …Active listener … Sit or stand alertlySit or stand alertly Maintain eye contact with speakerMaintain eye contact with speaker Concentrate on speaker’s wordsConcentrate on speaker’s words Make verbal responsesMake verbal responses Summarize parts for clarificationSummarize parts for clarification

Difference in speed: speak vs. Difference in speed: speak vs. listen … time lag in conversationslisten … time lag in conversations


CommunicationCommunicationListeningListening Good listeners …Good listeners …

Do not daydream during lagDo not daydream during lag Use time to organize what is being said Use time to organize what is being said

and relate to messageand relate to message Guards against distractions to messageGuards against distractions to message

Speaker’s mannerisms, accent, dress Speaker’s mannerisms, accent, dress or grooming, language style, or or grooming, language style, or deliverydelivery Distracting if not tuned outDistracting if not tuned out Avoid letting first impressions of speaker Avoid letting first impressions of speaker

hinder ability to hear messagehinder ability to hear message Don’t interrupt to interject own Don’t interrupt to interject own

thoughtsthoughts


CommunicationCommunicationListeningListening Pay attention to tone of words and Pay attention to tone of words and

nonverbal cuesnonverbal cues Effective listening …Effective listening …

Concentrate so that competing external Concentrate so that competing external and internal distractions are eliminatedand internal distractions are eliminated

Probe and reflect by asking questions Probe and reflect by asking questions to seek clarification and greater to seek clarification and greater understandingunderstanding

Summarize (paraphrase) and feed back Summarize (paraphrase) and feed back to speaker what’s been heardto speaker what’s been heard


CommunicationCommunicationTelephone SkillsTelephone Skills Easier to be rude to someone not Easier to be rude to someone not

seenseen Negative ways lack of telephone Negative ways lack of telephone

etiquette impacts work ethicsetiquette impacts work ethics Anger, irritation, and frustration can be Anger, irritation, and frustration can be

suggested by tone of voice suggested by tone of voice Ignoring calls and messages suggests Ignoring calls and messages suggests

that unconcerned about clients and that unconcerned about clients and customerscustomers

Transfer callers without trying to Transfer callers without trying to address concerns show a disinterest, address concerns show a disinterest, apathetic attitudeapathetic attitude

Speak on phone with a smile in voiceSpeak on phone with a smile in voice


CommunicationCommunicationTelephone SkillsTelephone Skills Voices should be clear and distinctVoices should be clear and distinct Demonstrate a service attitude by Demonstrate a service attitude by

offering assistanceoffering assistance Do not transfer calls blindly: make Do not transfer calls blindly: make

sure caller’s problem will be sure caller’s problem will be resolvedresolved

Be discreet when using the phoneBe discreet when using the phone Think through requests for informationThink through requests for information Give out information really needed by Give out information really needed by

the callerthe caller


CommunicationCommunicationTelephone SkillsTelephone Skills Caller asks for supervisorCaller asks for supervisor

NONO: : “Mr. Jones is playing golf this “Mr. Jones is playing golf this afternoon.”afternoon.” … unnecessary information … unnecessary information

YESYES: : “Mr. Jones will be in the office “Mr. Jones will be in the office tomorrow morning. May I help you or tomorrow morning. May I help you or have him return your call?” have him return your call?”

Avoid slang in telephone Avoid slang in telephone conversationsconversations Say Say “certainly”“certainly” instead of instead of “yeah”“yeah” say say Say Say “goodbye”“goodbye” instead of instead of “bye-bye”“bye-bye” YESYES: : “I beg your pardon. Would you “I beg your pardon. Would you

please repeat that?”please repeat that?” if not understood if not understood NONO: : “Huh?”“Huh?”


CommunicationCommunicationTelephone SkillsTelephone Skills Taking telephone messages for Taking telephone messages for

othersothers Do not hurry; may miss necessary Do not hurry; may miss necessary

informationinformation Incomplete messages are frustratingIncomplete messages are frustrating Repeat message to caller to ensure Repeat message to caller to ensure

accuracyaccuracy Callers placed on holdCallers placed on hold

Ask permission firstAsk permission first Offer to call back if unwilling to waitOffer to call back if unwilling to wait Irritates caller to be left on holdIrritates caller to be left on hold Apologize for having the caller wait Apologize for having the caller wait

when placed on hold when placed on hold


CommunicationCommunicationTelephone SkillsTelephone Skills Unhappy or angry customerUnhappy or angry customer

Be very carefulBe very careful Let caller vent (spill anger)Let caller vent (spill anger)

Ready to listen when finishedReady to listen when finished Easier to solve problemEasier to solve problem

Express understanding/concern when Express understanding/concern when appropriateappropriate

Nasty/foul languageNasty/foul language Warn caller to refrain or will hang upWarn caller to refrain or will hang up Do not have to listen, but warn callerDo not have to listen, but warn caller


CommunicationCommunicationTelephone SkillsTelephone Skills SummarySummary

Treat callers as you would want to be Treat callers as you would want to be treatedtreated

Treat them as if they were standing in Treat them as if they were standing in front of youfront of you

You are the company; company’s sole You are the company; company’s sole ambassador during that phone ambassador during that phone conversationconversation


CommunicationCommunicationE-mail EtiquetteE-mail Etiquette Rules of Etiquette: Things to AvoidRules of Etiquette: Things to Avoid

ProfanityProfanity Use of slang or street jargonUse of slang or street jargon Any words or tone that can be Any words or tone that can be

misconstrued as confrontationalmisconstrued as confrontational


CommunicationCommunicationEmail EtiquetteEmail EtiquetteWhy do we need email etiquette?Why do we need email etiquette? ProfessionalismProfessionalism: by using proper : by using proper

email language company will email language company will convey a professional imageconvey a professional image

EfficiencyEfficiency: emails that get to the : emails that get to the point are much more effective than point are much more effective than poorly worded emailspoorly worded emails

Protection from liabilityProtection from liability: employee : employee awareness of email risks will protect awareness of email risks will protect company from costly law suitscompany from costly law suits


Be concise and to the pointBe concise and to the pointAnswer all questions, and pre-empt further Answer all questions, and pre-empt further

questionsquestionsUse proper spelling, grammar & punctuationUse proper spelling, grammar & punctuationMake it personalMake it personalUse templates for frequently used responsesUse templates for frequently used responsesAnswer swiftlyAnswer swiftlyDo not attach unnecessary filesDo not attach unnecessary filesUse proper structure & layoutUse proper structure & layoutDo not overuse the high priority optionDo not overuse the high priority optionDo not write in CAPITALSDo not write in CAPITALSDon't leave out the message threadDon't leave out the message threadAdd disclaimers to your emailsAdd disclaimers to your emailsRead the email before you send itRead the email before you send itDo not overuse Reply to AllDo not overuse Reply to AllMailings > use the bcc: field or do a mail Mailings > use the bcc: field or do a mail

mergemergeTake care with abbreviations and emoticonsTake care with abbreviations and emoticonsBe careful with formattingBe careful with formattingTake care with rich text and HTML messagesTake care with rich text and HTML messages

What are the email etiquette rules?What are the email etiquette rules?Do not forward chain lettersDo not forward chain lettersDo not request delivery and read receiptsDo not request delivery and read receiptsDo not ask to recall a messageDo not ask to recall a messageDo not copy a message or attachment without Do not copy a message or attachment without

permissionpermissionDo not use email to discuss confidential Do not use email to discuss confidential

informationinformationUse a meaningful subjectUse a meaningful subjectUse active instead of passiveUse active instead of passiveAvoid using URGENT and IMPORTANTAvoid using URGENT and IMPORTANTAvoid long sentencesAvoid long sentencesDon't send or forward emails containing Don't send or forward emails containing

libelous, defamatory, offensive, racist or libelous, defamatory, offensive, racist or obscene remarksobscene remarks

Don't forward virus hoaxes and chain lettersDon't forward virus hoaxes and chain lettersKeep your language gender neutralKeep your language gender neutralDon't reply to spamDon't reply to spamUse cc: field sparinglyUse cc: field sparinglyBe concise and to the pointBe concise and to the pointDon’t make an e-mail longer than needs to beDon’t make an e-mail longer than needs to be


CommunicationCommunicationBusiness EtiquetteBusiness EtiquetteWhat are the tips for properly handling of an incoming call?

All incoming calls should be answered in a All incoming calls should be answered in a timely manner. timely manner. Business phones should be answered Business phones should be answered with a phrase like, "with a phrase like, "Good morning, ABC Good morning, ABC Company, Carol speaking, may I help Company, Carol speaking, may I help you?you?" In an office that answers the phone " In an office that answers the phone hundreds of times daily, this particular hundreds of times daily, this particular phrase may be too much to say. It can be phrase may be too much to say. It can be shortened; but the company name needs shortened; but the company name needs to be stated as soon as the phone is to be stated as soon as the phone is answered along with the person's name answered along with the person's name who answered the phone. This lets caller who answered the phone. This lets caller know that they have reached the right know that they have reached the right business to whom they are speaking. business to whom they are speaking.


CommunicationCommunicationBusiness EtiquetteBusiness EtiquetteWhat are the tips for properly handling of an incoming call?

Never put a caller on hold; however, if you Never put a caller on hold; however, if you do, check back every minute or so and do, check back every minute or so and ask if they would like to continue to hold. ask if they would like to continue to hold. Speak clearly and slowly when you Speak clearly and slowly when you answer a business phone. Do not slur or answer a business phone. Do not slur or mumble your words. Speak with mumble your words. Speak with confidence so person on other end has confidence so person on other end has the feeling that you know what you are the feeling that you know what you are doing. Remember your manners too. doing. Remember your manners too. Never be rude to a caller, no matter how Never be rude to a caller, no matter how nasty they are. Remember to handle self nasty they are. Remember to handle self in a professional, business-like manner, in a professional, business-like manner, handling situation in a calm, cool manner. handling situation in a calm, cool manner.


CommunicationCommunicationBusiness EtiquetteBusiness EtiquetteWhat are the tips for properly handling of an outgoing call?

Speak clearly and slowly when making a Speak clearly and slowly when making a business call. Time may be money, but if business call. Time may be money, but if other party cannot understand what is other party cannot understand what is said, might as well have saved breath and said, might as well have saved breath and not made the call at all.not made the call at all.All customers expect to work with a All customers expect to work with a professional organization. First sign is professional organization. First sign is how they are treated by the employees.how they are treated by the employees.When calling a business, proper etiquette When calling a business, proper etiquette is to give your name and the company's is to give your name and the company's name you work for to whomever answers name you work for to whomever answers the telephone. Do not make them guess the telephone. Do not make them guess who it is or make them pry it out of you.who it is or make them pry it out of you.


CommunicationCommunicationBusiness EtiquetteBusiness EtiquetteWhat are the tips for properly handling of an outgoing call?

If you get the wrong number, apologize to If you get the wrong number, apologize to the person who answers the phone -- do the person who answers the phone -- do not just hang up. This is especially not just hang up. This is especially important nowadays when people have important nowadays when people have Caller ID's on their phone lines. All they Caller ID's on their phone lines. All they have to do is to check their device to find have to do is to check their device to find out who just rudely hung up on them.out who just rudely hung up on them.When leaving a phone message; always When leaving a phone message; always state your name, company, phone state your name, company, phone number and reason for calling. Do not number and reason for calling. Do not stammer or stutter and use up an stammer or stutter and use up an unreasonable amount of time. unreasonable amount of time.


Appearance: Appearance: Educational NetiquetteEducational NetiquetteOne 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.

by Sharon Wilson


Appearance: Appearance: Educational NetiquetteEducational NetiquetteKnow 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.

by Sharon Wilson


Why are good communication Why are good communication skills important?skills important?

Allows you to express your feelings Allows you to express your feelings or emotions about a situationor emotions about a situation

Allows you to get the appropriate Allows you to get the appropriate feedback from the listenerfeedback from the listener

To make sure that the message that To make sure that the message that you want to send is received you want to send is received properly.properly.


Non-Verbal CommunicationNon-Verbal Communication

Received through your tone of voiceReceived through your tone of voice Through your body languageThrough your body language Through your eye contact, facial Through your eye contact, facial

expression andexpression and Even through the way your dressEven through the way your dress


Oral CommunicationsOral Communications

You must be a successful You must be a successful communicator for your message to communicator for your message to be received as intendedbe received as intended

You should be grammatically correct You should be grammatically correct when you speakwhen you speak

Try to have an extended vocabulary, Try to have an extended vocabulary, reading can help you to develop one.reading can help you to develop one.


Listening SkillsListening Skills

Be an active listener, participate in Be an active listener, participate in the conversation that you are having.the conversation that you are having.

Give verbal responses to let the Give verbal responses to let the speaker know that you are listening.speaker know that you are listening.

Use eye contact and maybe Use eye contact and maybe gestures if they apply to the gestures if they apply to the situation.situation.

Let the speaker finish their own Let the speaker finish their own sentencessentences


Telephone skillsTelephone skills

When placing a call, introduce When placing a call, introduce yourself when phone is answered.yourself when phone is answered.

Speak clearlySpeak clearly Use good grammar and an extended Use good grammar and an extended

vocabularyvocabulary Always be respectful to callers and Always be respectful to callers and

answer the person as clearly and answer the person as clearly and accurately as possibleaccurately as possible

Treat callers the way that you would Treat callers the way that you would want to be treated.want to be treated.


Telephone EtiquetteTelephone Etiquette

The person who answers the phone The person who answers the phone for a company gives the customer for a company gives the customer his first impression of the companyhis first impression of the company

The receptionist is the ambassador The receptionist is the ambassador for the companyfor the company

You must be a professional at all You must be a professional at all timestimes


Telephone Etiquette Telephone Etiquette TechniquesTechniques Answer the phone AS SOON AS it Answer the phone AS SOON AS it

ringsrings Always remember that the person at Always remember that the person at

the other end is a human—talk to the other end is a human—talk to them as if they are standing in front them as if they are standing in front of youof you You must rely on your voice (pleasant You must rely on your voice (pleasant

tone and medium speed) and what you tone and medium speed) and what you saysay

Always answer the phone with a smileAlways answer the phone with a smile—this will convey a smile in your voice—this will convey a smile in your voice

Be naturalBe natural


Telephone Etiquette Telephone Etiquette TechniquesTechniques Be attentiveBe attentive

If a caller is angry, do not interruptIf a caller is angry, do not interrupt Most angry callers are easier to handle Most angry callers are easier to handle

once they have ventedonce they have vented Interrupting will only make the caller madderInterrupting will only make the caller madder Do not hang up on the caller unless he is Do not hang up on the caller unless he is

physically threatening youphysically threatening you Get your supervisor’s help if neededGet your supervisor’s help if needed

Respond to what the caller wants Respond to what the caller wants (if possible)(if possible)

Transfer the caller to a person that can help Transfer the caller to a person that can help him if you can’thim if you can’t


Telephone Etiquette Telephone Etiquette TechniquesTechniques Be discreetBe discreet

Be helpful, but not specificBe helpful, but not specific Correct: “Correct: “Mrs. Smith is unavailable at the Mrs. Smith is unavailable at the

moment; can I take a message?”moment; can I take a message?” Incorrect: Incorrect: “Mrs. Smith is using the “Mrs. Smith is using the

bathroom.”bathroom.”

Never give any personal information like Never give any personal information like addresses, work schedules, home addresses, work schedules, home telephone numbers to anyone!telephone numbers to anyone!


Telephone Etiquette Telephone Etiquette TechniquesTechniques Avoid slang wordsAvoid slang words Take messages carefullyTake messages carefully

Always repeat numbersAlways repeat numbers Ask for the correct spelling of namesAsk for the correct spelling of names

Ask questions tactfully—not bluntlyAsk questions tactfully—not bluntly Correct: Correct: “May I tell Mrs. Smith the “May I tell Mrs. Smith the

purpose of the call?”purpose of the call?” Incorrect: Incorrect: “Why are you calling?”“Why are you calling?”


Telephone Etiquette Telephone Etiquette TechniquesTechniques Speak distinctly and clearlySpeak distinctly and clearly

Use words to identify letters when Use words to identify letters when spelling out a name or something; spelling out a name or something; enunciate numerals carefullyenunciate numerals carefully

Do not chew gum or eat while on the Do not chew gum or eat while on the phonephone

Use correct postureUse correct posture Speak loud enough to be heard, but Speak loud enough to be heard, but

not loud enough to bust an eardrumnot loud enough to bust an eardrum Avoid gender bias—do not assume Avoid gender bias—do not assume

that all executives are menthat all executives are men


COMMUNICATION: COMMUNICATION: I Have A DreamI Have A DreamRead (or listen to) Martin Luther King’s “I Have A Dream” speech. Identify the oral delivery, the symbolism, and the vision he was communicating.

http://www.americanrhetoric.com/speeches/Ihaveadream.htm

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."

WORDWORDDocumentDocument MP3MP3

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Work Ethics

S X C O N F I D E N C E L I T Y

K L S P P O A H E L P F U L N R

I R R P R M I L H O B E I N R M

L E E O I N T M Y T L A Y O L A

L S V R D R A S S E T T I K N N

S P E I E Q I C B S Q R P L D N

M O I U T S S T K C E O A S E E

E N H N R R S E T G M F T E P R

A S C I H T E K R O W F R T E S

T I A T O S E S E O L E A A N S

T B E I N Q D T S D D R S C D E

E L I E E P R E P A R E D I A N

N E O S S R M M E T N S M N B I

D I Z L T Y A L C T U A Q U L L

A O X A Y Z R X T I E Z V M E N

N U C O O P E R A T I V E M W A

C Y Z G Q U A T S U R T U O M E

E N I L P I C S I D I C J C X L

X E T O M H R S L E A R N S O C

ACHIEVER EFFORT PRIDE ASSERTIVE GOALS RELIABLE ASSET GOOD ATTENDANCE RESPECT ATTENDANCE HELPFUL RESPONSIBLE CEO HONESTY SEEKS CLEANLINESS LEADER SKILLS COMMUNICATES LEARNS SPIRIT CONFIDENCE LOYALTY TEAM COOPERATIVE MANNERS TRUST DEPENDABLE OPPORTUNITIES WORK ETHICS DISCIPLINE PREPARED

COMMUNICATION:COMMUNICATION: Work Ethics Work Ethics


20042004

COMMUNICATION:COMMUNICATION: Self-Appraisal 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 SCORETOTAL SCORE

20042004

COMMUNICATION:COMMUNICATION: Self-Appraisal 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.


COMMUNICATION: COMMUNICATION: Netiquette QuestionsNetiquette Questions


1. What is the difference between professional and personal email? 2. What is a flaming email? 3. What is the best thing to do if an email you read upsets you? 4. Why is it important to proofread your email? 5. What is a good rule to remember when sending email?

20042004

WORKPLACE ETHICSWORKPLACE ETHICS


2004 communication pace series on workplace ethics the academy of irving isd attendance character...

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