Good decision making and problem solving help organizations to effectively solve ongoing issues in the work place. “Decision making and problem solving are among the most important communication processes in organizations” (Shockley-Zalabak, 2009). Just imagine if an organization could not make a decision or solve any problems. The organization would not be able to function and would eventually fail.
Good decision making and problem solving are so important that several phase models have been developed. In my last class Communication Theory, I learned about the three phase models; Tuckman’s Five-Stage Model, Fisher’s Four Phase Model, and Poole’s Alternative: A Multiple-Sequence Model. Tukman’s Five-Stage Model by Bruce Tuckman consist of five phases that groups go through: forming (first stage when groups identify the nature of the task and their relationship to each other), storming (when the group is familiar and can argue a position), norming (when the arguments have been worked out), performing (group is focused on task and gets work done) and adjourning (final stage where groups tie up loose ends and reflect). The next phase model is the Fisher’s Four Phase Model by Aubrey Fisher and the phases are orientation, conflict, emergence, and reinforcement. The last phase model is Poole’s Alternative: A Multiple-Sequence Model by Marshall Scott Poole and it consist of three tracks and they are task, topic and relation tracks. The model that I like is the Tuckman’s Five-Stage Phase Model, because it is easy to follow and I agree with all of the stages. “The major criticism for Fisher’s Four-phase model is that it makes group communication seem too simple” (Trenholm, 2008).
There are several methods for group decision making and problem solving and leader mandate, majority rule, powerful minority, and consensus. The leader mandate is when the leader of a group makes the final decision. The majority rule is when the majority of the group agrees on a decision. Powerful minority is when the group members with seniority make the major decisions. The final method is consensus and it is when all members agree on a decision. “Influenced by culture, the issue at hand, and communication and technical competencies, organizational members choose from among a variety of methods and processes of decision making and problem solving” (Shockley-Zalabak, 2009).
There are several barriers and challenges for decision making and problem solving such as, organizational, task, procedural, and interpersonal areas. Some organizational barriers are organizational silence, organizational culture, and inadequate access to technology. Some task barriers are inadequate descriptions of problems, confusion about responsibilities, process and bad leadership. Some interpersonal barriers are poor leadership and personal conflicts that prevent effective decision making. “What we may not see is that group cohesion-too much or too little-can influence the quality of decisions” (Shockley-Zalabak, 2009).
In conclusion even though everyone may not be satisfied with the outcomes; good decision making and problem solving are extremely important to groups and organizations. In this paper I discussed the importance of decision making and problem solving. I also discussed the methods, barriers and challenges of decision making and problem solving.
References:
Shockley-Zalabak, P. (2009). Fundamentals of Organizational communication:
knowledge, sensitivity, skills, values. (7th ed.). Boston: Pearson Education.
Trenholm, S. (2008). Thinking through Communication: An Introduction to the Study of
Human Communication. (5th ed.). Boston: Pearson Education.
Ethical and Unethical Communication-
I think it is very important to understand the concepts of ethical communication and unethical communication. In the fields of ethics, there are two areas: descriptive and normative ethics. “Descriptive ethics reflects on the moral judgment of a person or a group and normative ethics involves formulating and defining moral principals” (Roebuck, 2006). People know that it is unethical to do something that they know is wrong. That behavior usually promotes dishonesty.
To ensure communications are ethical you have to use good moral judgment and honesty. My company has a mandatory Code of Ethics training we have to take yearly. We all complain about it, but we realize that it is very important. It is very important for us to understand the rules and guidelines of appropriate behavior in the work place. “Individuals should treat everything as confidential unless told differently.” (Roebuck, 2006).
An example of ethical communication is when a person calls your job requesting some personal information about one of your clients, but you explain to them that it is against company policy to disclose such information and the person accepts that and hangs up. The company code of ethics policy explains that all client information is to be treated as confidential unless they sign a release form allowing for you to disclose the information.
An example of unethical communication is discussing a client’s financial or personal information with someone outside of the company. My company has very strict policies about disclosing client information, and if you are caught doing this it can result in losing your job or even being prosecuted.
Reference:
Roebuck, D.B. (2006). Improving business communications skills (4th Ed.). Upper Saddle River, New Jersey: Pearson Prentice Hall.
To ensure communications are ethical you have to use good moral judgment and honesty. My company has a mandatory Code of Ethics training we have to take yearly. We all complain about it, but we realize that it is very important. It is very important for us to understand the rules and guidelines of appropriate behavior in the work place. “Individuals should treat everything as confidential unless told differently.” (Roebuck, 2006).
An example of ethical communication is when a person calls your job requesting some personal information about one of your clients, but you explain to them that it is against company policy to disclose such information and the person accepts that and hangs up. The company code of ethics policy explains that all client information is to be treated as confidential unless they sign a release form allowing for you to disclose the information.
An example of unethical communication is discussing a client’s financial or personal information with someone outside of the company. My company has very strict policies about disclosing client information, and if you are caught doing this it can result in losing your job or even being prosecuted.
Reference:
Roebuck, D.B. (2006). Improving business communications skills (4th Ed.). Upper Saddle River, New Jersey: Pearson Prentice Hall.
Three Compliance Tactics of Communications-
The first compliance tactic that I think is effective is the Foot-in-the Door technique. The FTTD technique is commitment based and it usually starts out with a small request and builds to a larger related request. For example, a telemarketer called my home and asked if I would participate in a 15 minute survey about household products. I agreed and answered the 15 minute survey. The next day the telemarketer called again and asked if I would participate in a 50 question survey about household products and they would pay me $5.00 for my time. I agreed because I thought it would be as easy as the initial survey, but this survey ended up being one of the longest hours of my life and I swore that I would never participate in another survey. Some researchers have challenged the explanation of the FITD technique. Some people say that the self-perception theory is weak.
The second compliance tactic is Bait and Switch technique. The Bait and Switch is when someone is committed to buying one item, but when the item is replaced they end up buying another more expensive item. I have gone to a store because they had an item on sale and when I got there the item was sold out, so I decided to buy another similar but more expensive item. The types of people that are susceptible to this are the people who are committed to buying something no matter how much the cost. This technique could be improved if sales people would not lure the customers into the store under false pretenses.
The third compliance tactic is that’s-not- Al l technique. This technique is when someone offers the target product for a certain price and then they sweeten the deal by adding on an additional item for “free” or by lowering the price. For example, I’ve seen countless infomercials about different products and they are very enticing and then they tell you if you call and order within the next 15 minutes you will receive an additional item for free. This can be improved by initially offering the free gift and the lower price in the beginning. People who are susceptible to this are impulsive shoppers and bargain hunters.
The second compliance tactic is Bait and Switch technique. The Bait and Switch is when someone is committed to buying one item, but when the item is replaced they end up buying another more expensive item. I have gone to a store because they had an item on sale and when I got there the item was sold out, so I decided to buy another similar but more expensive item. The types of people that are susceptible to this are the people who are committed to buying something no matter how much the cost. This technique could be improved if sales people would not lure the customers into the store under false pretenses.
The third compliance tactic is that’s-not- Al l technique. This technique is when someone offers the target product for a certain price and then they sweeten the deal by adding on an additional item for “free” or by lowering the price. For example, I’ve seen countless infomercials about different products and they are very enticing and then they tell you if you call and order within the next 15 minutes you will receive an additional item for free. This can be improved by initially offering the free gift and the lower price in the beginning. People who are susceptible to this are impulsive shoppers and bargain hunters.
Five Professional Communication Organizations-
1. The National Communication Association-(NCA) -http://www.natcom.org
The National Communication Association is a non-profit organization that is the largest national organization that promotes communication scholarship and education. NCA promotes free and ethical communication, the appreciation of the importance of communication in public and private life, the application of competent communication to improve the quality of human life and relationships, and the use of knowledge about communication to solve human problems.
2. The Association of Professional Communication Consultants (APCC)- http://www.consultingsuccess.org
APCC is a non-profit organization that was founded in 1982. APCC is dedicated to assisting new consultants entering into the communication consulting profession and helping experienced consultants to enhance and grow their businesses. Members include consultants, trainers, facilitators, executive coaches, writers, editors, corporate communication specialists, educators, and technical communicators.
3. The International Association of Business Communicators(IABC)- http://www.iabc.com
The International Association of Business Communicators was founded in 1970 and it provides a professional network of about 15,000 business communication professionals in over 80 countries. Members hold positions in the fields of: Public Relations/Media relations, corporate communications, public affairs, investor relations, government relations, market relations, community relations, writing, editing, training, advertising, photography and video production, teaching and human resources. The IABC has a lot of great resources including a great job listing on their website.
4. The Association for Business Communication (ABC)- http://www.businesscommunication.org
The Association for Business Communication is an international, interdisciplinary organization committed to advancing business communication research, education, and practice. ABC seeks to become the foremost authority in the field of business communication by promoting excellence in teaching, increasing knowledge within the discipline, enriching business communication classes to better prepare students, and improving the quality of communication in the workplace. Members hold positions in the fields of: management, marketing, English, speech communication, linguistics, information systems, to name only a few.
5. The Association for Women in Communications (AWC)- http://www.womcom.org
The purpose for the Association for women in Communications is to be a professional organization that champions the advancement of women across all communications disciplines by recognizing excellence, promoting leadership and positioning its members at the forefront of the evolving communications era. Members hold positions in the fields of: print and broadcast journalism, television and radio production, film, advertising, public relations, marketing, graphic design, multi-media design and photography.
I had no idea there were so many interesting professional communication organizations. I learned so many things from researching the organizations. I found several organizations I am very interested in joining or interested in learning more about, such as the IABC and ABC organizations. I am very interested in the field of business, so I feel that those two organizations would help to further my career.
Delivering Bad News Tactfully and Effectively
Case study-“You are a department manager in a mid-sized company that provides technology support services. You have ten employees who are required to maintain a high level of technical expertise and deliver excellent customer service. One of your employees, who have been with the company for two years, is performing at a substandard level and you have received numerous complaints from customers and coworkers. In addition, this employee has displayed confrontational behavior which has created a hostile environment. You must now meet with this employee and deliver an ultimatum regarding the need for immediate improvement or dismissal.”
It is never easy to deliver bad news, but it is very important to deliver it tactfully and effectively. As a manager, my responsibilities are to ensure that all employees are performing well, providing great customer service and working as valuable team players. Whenever an employee does not do those things I have to meet with them to discuss it.
The first thing I would do is to prepare for myself for the meeting with the employee. “Preparation is the most extensive and, in many ways, the most important stage of the confrontation process” (Cahn & Abigal, 2007). It is important to make sure that all of the issues, needs and documentations are prepared for the meeting.
The second thing I would do is to schedule a meeting with the employee to discuss their work performance. I would make sure that the meeting happens rather quickly to avoid any other issues. The third thing I would do is to meet with the employee. I would start the meeting out with asking the employee how they think their work performance has been for the past two years. I would use the S-TLC method and stop, think, listen and communicate. When dealing with a conflict, the S-TLC system suggests that you stop and take a moment to gather your thoughts, calm down, and focus on the issue at hand.
After I listen to the employee explain how well their work is going, how great they are with the customers and other employees. I will discuss their substandard work performance, the customer complaints and their confrontational behavior. I will make sure that the employee is fully aware of the companies’ policy on appropriate workplace behavior. I will also explain the type of disciplinary action that will be taken and what will result if things do not improve. I will schedule another meeting in one month to see if there were any improvements made by the employee. If there are no improvements made, then the employee will be terminated.
It is never easy to deliver bad news, but it is very important to deliver it tactfully and effectively. As a manager, my responsibilities are to ensure that all employees are performing well, providing great customer service and working as valuable team players. Whenever an employee does not do those things I have to meet with them to discuss it.
The first thing I would do is to prepare for myself for the meeting with the employee. “Preparation is the most extensive and, in many ways, the most important stage of the confrontation process” (Cahn & Abigal, 2007). It is important to make sure that all of the issues, needs and documentations are prepared for the meeting.
The second thing I would do is to schedule a meeting with the employee to discuss their work performance. I would make sure that the meeting happens rather quickly to avoid any other issues. The third thing I would do is to meet with the employee. I would start the meeting out with asking the employee how they think their work performance has been for the past two years. I would use the S-TLC method and stop, think, listen and communicate. When dealing with a conflict, the S-TLC system suggests that you stop and take a moment to gather your thoughts, calm down, and focus on the issue at hand.
After I listen to the employee explain how well their work is going, how great they are with the customers and other employees. I will discuss their substandard work performance, the customer complaints and their confrontational behavior. I will make sure that the employee is fully aware of the companies’ policy on appropriate workplace behavior. I will also explain the type of disciplinary action that will be taken and what will result if things do not improve. I will schedule another meeting in one month to see if there were any improvements made by the employee. If there are no improvements made, then the employee will be terminated.
Four Media Technologies
In order to ensure effective communications, you must have an understanding of the components of the communication process. I think the most important components are the channel or medium. The text states, “The channel conveys the message to the receiver, either verbally and face -to-face (air provides the medium), or in another mediated fashion by telephone, written memo, videotape, or electronic mail” (Roebuck, 2006).
There are many technologies that are currently used to enhance the effectiveness of communications today and they are the email, cell phones, television and internet. In my blog below I will discuss these four media technologies.
E-Mail:
E-mails are the most used form of written communication and it has revolutionized the way mail is sent. The text states, “In fact, e-mail is the primary communication mechanism for most businesses” (Roebuck, 2006, p. 2). E-mails allow for you to request information, reinforce agreements, clarify previous messages and deliver reports in a short amount of time. The target audience is people who send and receive e-mails. I spend most of my time at work sending and receiving countless e-mails. I have found that it is a great way to send one message to several people at the same time. Sending e-mails not only saves time, but it allows for me to have written documentation of things. It is definitely one of my favorite written ways to communicate. While e-mails are a good form of communication, it can also be a very damaging. Once an e-mail has been sent it is very difficult to erase the documentation trail. For example, recently a Goldman Sachs executive was called before congress to explain an e-mail that he sent that placed a negative light on products he was selling to the public. So you have to be very careful about the information you send in emails and also the tone you use in emails. Emails are also used to send various viruses and scams. Most companies have very good security measures in place to avoid issues.
Cellular Phone:
The cellular phone is a widely used communication device that has also revolutionized the way we communicate. The cell phone not only allow for us to talk to people anywhere at any-time, but it also allows for people to email, surf the internet and send and receive text messages, take pictures and used as GPS devices. The target audience ranges from teenagers to older adults. “In a recent poll, a majority of Americans said the cell phone is the invention they most hate but can’t live without” (Roebuck, 2006, p.3). Cell phones like the iPhone have continued to evolve phone technology. The iPhone is a phone and so much more, you can search the internet, send text messages, send e-mails, and take pictures. There are also various iPhone applications that you can download from ITunes that can do anything from playing games to activating your home security system. It is so amazing how many things you can do with this cell phone. I can’t imagine my life without my cell phone and I feel like a part of my life is missing without it. The cell phone is making the landline obsolete. The cell phone is a global phenomenon, when I recently travelled to the Bahamas people were using cell phones everywhere.
Television:
The television is the most popular medium of choice for Americans. The television provides many services such as entertainment, education, relaxation, religious information, advertisements and companionship. The target audience ranges from small children to older adults it depends on what is being televised. The highest rated T.V. shows are labeled “reality T.V.” and they are shows like American Idol, Survivor, Dancing with the Stars and Jersey Shore. I have to admit that I really enjoy watching reality TV shows and I find them to be very entertaining. For example, see the listing of top rated TV shows below ( http://tvbythenumbers.com/).
Top Rated TV shows for adults 18-49 viewing for the week ending April 25, 2010
Rank Shows R=Repeat S=Special P=Premiere Net 18-49 Rating 18-49 Viewers (000)
1 AMERICAN IDOL-TUESDAY FOX 6.9 9,055
2 AMERICAN IDOL-WEDNESDAY FOX 5.9 7,752
3 GLEE FOX 5.3 6,919
4 DANCING WITH THE STARS ABC 4.8 6,296
Cable TV is a very popular and it is a paid service that offers a large variety of TV programming from movies to sport shows.
Internet:
The internet is one of the greatest technological innovations ever. It can be used for almost any human activity from researching to dating. The internet provides endless sources of education, information, entertainment and companionship. The target audience ranges from young to old. The internet has become an important staple in most people’s lives. The internet is the “Information Highway” and you can find just about any kind of information on it. There are so many different search engines such as, Google and Bling that can help you to locate any kind of information. The internet allows for you to communicate with people all over the world anytime of the day. The Internet has become the “Gateway” to private information about companies and people. Hackers have gotten into banks, government records and private companies. The more access to information you have the more criminals will try to retrieve it. There are also many websites that you can anything from watching TV shows to attending school online. Now with other technologies like Wi-Fi technology people are able to access the internet anywhere. I can’t wait to see what wonderful new internet technology is coming in the future.
References:
Roebuck, D.B. (2006). Improving business communications skills (4th Ed.). Upper Saddle River, New Jersey: Pearson Prentice Hall.
Website: http://tvbythenumbers.com/).
There are many technologies that are currently used to enhance the effectiveness of communications today and they are the email, cell phones, television and internet. In my blog below I will discuss these four media technologies.
E-Mail:
E-mails are the most used form of written communication and it has revolutionized the way mail is sent. The text states, “In fact, e-mail is the primary communication mechanism for most businesses” (Roebuck, 2006, p. 2). E-mails allow for you to request information, reinforce agreements, clarify previous messages and deliver reports in a short amount of time. The target audience is people who send and receive e-mails. I spend most of my time at work sending and receiving countless e-mails. I have found that it is a great way to send one message to several people at the same time. Sending e-mails not only saves time, but it allows for me to have written documentation of things. It is definitely one of my favorite written ways to communicate. While e-mails are a good form of communication, it can also be a very damaging. Once an e-mail has been sent it is very difficult to erase the documentation trail. For example, recently a Goldman Sachs executive was called before congress to explain an e-mail that he sent that placed a negative light on products he was selling to the public. So you have to be very careful about the information you send in emails and also the tone you use in emails. Emails are also used to send various viruses and scams. Most companies have very good security measures in place to avoid issues.
Cellular Phone:
The cellular phone is a widely used communication device that has also revolutionized the way we communicate. The cell phone not only allow for us to talk to people anywhere at any-time, but it also allows for people to email, surf the internet and send and receive text messages, take pictures and used as GPS devices. The target audience ranges from teenagers to older adults. “In a recent poll, a majority of Americans said the cell phone is the invention they most hate but can’t live without” (Roebuck, 2006, p.3). Cell phones like the iPhone have continued to evolve phone technology. The iPhone is a phone and so much more, you can search the internet, send text messages, send e-mails, and take pictures. There are also various iPhone applications that you can download from ITunes that can do anything from playing games to activating your home security system. It is so amazing how many things you can do with this cell phone. I can’t imagine my life without my cell phone and I feel like a part of my life is missing without it. The cell phone is making the landline obsolete. The cell phone is a global phenomenon, when I recently travelled to the Bahamas people were using cell phones everywhere.
Television:
The television is the most popular medium of choice for Americans. The television provides many services such as entertainment, education, relaxation, religious information, advertisements and companionship. The target audience ranges from small children to older adults it depends on what is being televised. The highest rated T.V. shows are labeled “reality T.V.” and they are shows like American Idol, Survivor, Dancing with the Stars and Jersey Shore. I have to admit that I really enjoy watching reality TV shows and I find them to be very entertaining. For example, see the listing of top rated TV shows below ( http://tvbythenumbers.com/).
Top Rated TV shows for adults 18-49 viewing for the week ending April 25, 2010
Rank Shows R=Repeat S=Special P=Premiere Net 18-49 Rating 18-49 Viewers (000)
1 AMERICAN IDOL-TUESDAY FOX 6.9 9,055
2 AMERICAN IDOL-WEDNESDAY FOX 5.9 7,752
3 GLEE FOX 5.3 6,919
4 DANCING WITH THE STARS ABC 4.8 6,296
Cable TV is a very popular and it is a paid service that offers a large variety of TV programming from movies to sport shows.
Internet:
The internet is one of the greatest technological innovations ever. It can be used for almost any human activity from researching to dating. The internet provides endless sources of education, information, entertainment and companionship. The target audience ranges from young to old. The internet has become an important staple in most people’s lives. The internet is the “Information Highway” and you can find just about any kind of information on it. There are so many different search engines such as, Google and Bling that can help you to locate any kind of information. The internet allows for you to communicate with people all over the world anytime of the day. The Internet has become the “Gateway” to private information about companies and people. Hackers have gotten into banks, government records and private companies. The more access to information you have the more criminals will try to retrieve it. There are also many websites that you can anything from watching TV shows to attending school online. Now with other technologies like Wi-Fi technology people are able to access the internet anywhere. I can’t wait to see what wonderful new internet technology is coming in the future.
References:
Roebuck, D.B. (2006). Improving business communications skills (4th Ed.). Upper Saddle River, New Jersey: Pearson Prentice Hall.
Website: http://tvbythenumbers.com/).
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