Fall2023_Business communications week 6.pptx

A business communicator understands basic ethical principles to be able make logical decisions when faced with dilemmas. Professionals in any field must deal with moral dilemmas on the job. Just being a moral person and having sound personal ethics may not be sufficient to handle the ethical issues that one may face in the workplace.

1. BUSINESS COMMUNICATIONS   BY ILLY DIMITROVA Developing Business Etiquette

2. AGENDA Positive Demeanour Focus and Courtesy Practice etiquette in the workplace and Social Settings

3. BUSINES ETIQUETTE A business communicator understands basic ethical principles to be able make logical decisions when faced with dilemmas. Professionals in any field must deal with moral dilemmas on the job. Just being a moral person and having sound personal ethics may not be sufficient to handle the ethical issues that one may face in the workplace.

4. ETHICAL DILEMMA Vs ETHICAL LAPSE An ethical dilemma involves choosing among alternatives that are not clear-cut. Perhaps two conflicting alternatives are both ethical and valid or perhaps the alternatives lie somewhere in the grey area between clearly right and clearly wrong. Example; employees naturally want higher wages and more benefits, however, investors who have risked their money in the company want the management to keep costs low so that profits are strong enough to drive up the stock price. Both side have a valid and ethical position. An ethical lapse is a clearly unethical choice. For instance, telling a potential customer you can complete a project by a certain date when you know you cannot is simply dishonest, even if you need the contract to save your career or your company.

5. BUSINESS COMMUNICATION DILEMMAS E-mail message You accidentally receive a message outlining your company's restructuring plan. You see that your coworker's job will be eliminated. He and his wife are about to purchase a new home. Should you tell him that his job is in danger? Customer e-mail You are replying to an e-mail from a customer who is irate over a mistake you made. Should you blame it on a computer glitch, point the finger at another department, or take the blame and risk losing this customer's trust and possibly your job? Progress report Should you write a report that ignores problems in a project, as your boss asks? Your boss controls your performance evaluation. Sales report Should you inflate sales figures so that your team can meet its quarterly goal? Your team leader strongly urges you to do so, and you receive a healthy bonus if your team meets its goal.

6. BUSINESS COMMUNICATION DILEMMAS Presentation You are rushing to prepare a presentation. On the Web you find perfect wording and great graphics. Should you lift the graphics and wording but change a few words? You figure that if it is on the Web, it must be in the public domain. Proposal Your company urgently needs a revenue-producing project. Should you submit a proposal that unrealistically suggests a short completion schedule to ensure that you get the job? Résumé Should you inflate your grade point average or give yourself more experience or a higher job title than your experience warrants to make your résumé more attractive? The job market is very competitive.

7. COMMITTING TO ETHICAL AND LEGAL COMMUNICATION Ethics are the accepted principles of conduct that govern behaviour within a society. Ethical behaviour is a companywide concern, but because communication efforts are the public face of the company, they are subjected to particularly rigorous scrutiny from regulators, legislators, investors, consumer groups, environmental groups, labour organizations and anyone else affected by business activities. Ethical communication includes all relevant information, which is true in every sense and is not deceptive in any way. In contrast, unethical communication can distort the truth or manipulate audiences in a variety of ways.

8. COMMITTING TO ETHICAL AND LEGAL COMMUNICATION T he widespread adoption of social media has increased the attention given to the issue of transparency, which in this context refers to a sense of openness, of giving all participants in a conversation access to the information they need in order to accurately process the messages they are receiving. In addition to the information itself, audiences deserve to know who is behind the messages they read or hear when they are being marketed. An example can be stealth marketing, when promoters give away products to their friends and relatives as free samples or offer some other rewards without disclosing the reason and true nature of the action. The Federal Trade Commission (FTC) considered such techniques deceptive because the targets of this promotion are defenceless against the persuasive powers of these marketing messages and they lack information about the purpose of this act.

9. COMMITTING TO ETHICAL AND LEGAL COMMUNICATION

10. RESOLVING ETHICAL ISSUES Legal action – No matter who asks you to do it or how important the result is, avoid anything that is prohibited by law. Both sides perspectives – By weighing both sides of an issue, you can arrive at a more equitable solution. Alternative solutions – Consider all dimensions of other options, and make sure there is a misunderstanding before you take action. Advice – Talking about a dilemma with a colleague or coworker in the field might give helpful insights and lead to a possible solution. Law-breaking action and consequences – If the thought of revealing your action publicly produces cold sweats, your choice is probably unwise. Losing the faith of your friends and the confidence of your clients is not worth any short-term gains.

11. COMMITTING TO ETHICAL AND LEGAL COMMUNICATION Abiding the law – knowledge of the law in your field is important and it needs to be followed. Telling the truth – Ethics in business do not compromise on false statements and deception; violation of the law, misleading advertising, wrong packaging information and manipulative marketing. Facts and opinions – We need to distinguish the facts from the opinions. Facts can be verified and opinions are beliefs held with confidence but without substantiation. Being objective – Honest reporting means presenting the whole picture and relating all facts fairly. Clear communication – Messages have to be very clear in “Plain English”, short sentences, simple words, and clear so that receivers understand easily and quickly. Using inclusive language – Expressions which include rather than exclude. Avoid discriminative stereotypes, use bias-free language. Giving Credit – Give credit to ideas, use quotation marks when using documents for reference.

12. ETHICAL COMMUNICATION Ethical individuals – Employees who are able to make ethical choices. Ethical Company Leadership – Exemplary executives making ethical decisions and not flouting the company guidelines. Ethical policies and structure – It is the main responsibility of the company to establish clear guidelines for ethical behaviour and communications. Code of ethics – Many companies establish an explicit ethics policy to help employees determine what is acceptable Ethics audit – A lot of companie s conduct ethical audits to monitor ethical progress and to point out any weaknesses that need to be addressed.

13. LEGAL COMMUNICATION Promotional communication – Marketing specialists need to be aware of the laws that govern truth and accuracy in advertising Contracts – A legally binding promise between two parties in which one makes the offer and the second accepts it. Employment communications – A variety of laws govern the communication between employers and both potential and current employees. Intellectual property – includes patents, copyrighted materials, trade secrets, and sometimes internet domains. Financial reporting – must follow the law to the letter. Defamation – intentional communication of false statements that damage character or company reputation. Transparency requirements – Governments around the world are taking steps to help ensure that consumers and other parties know who is behind the information they receive.

14. WHISTLEBLOWING Whistleblowing in the workplace is defined as “the reporting, by employees or ex-employees, of wrongdoing such as fraud, malpractice, mismanagement, breach of health and safety law, or any other illegal or unethical act, either on the part of the management or by fellow employees.” In the event of amiss, an employee wishing to blow the whistle here is how it could be approached legally and ethically; Be certain that you have your facts straight. Do not rely on gossip or speculation. Try to correct the matter inside the company. Instead of going outside, speak to your supervisor, if it is possible at all, or talk with someone you trust and decide on the course of action. Everyone who decides to blow the whistle must weigh the personal risks involved. If the situation cannot be changed or there is a disagreement with the company policy, changing jobs might be an option too.

15. POSITIVE DEMEANOUR Useful communication skills for building positive interpersonal relationships include: active listening understanding non-verbal signals (e.g. facial expressions) maintaining eye contact being assertive without being confrontational being mindful of people's individual space using positive body language understanding different cultures and backgrounds dealing with different points of view possessing skills and knowledge relating to the topic of your communications.

16. POSITIVE DEMEANOUR Personal awareness skills that help with communication include: understanding the benefits of a positive attitude being aware of how others perceive you projecting self-confidence presenting well (e.g. dressing appropriately for different occasions). It also helps to consider the circumstances surrounding your communications, such as the environmental, situational and cultural context.

17. POSITIVE DEMEANOUR You are more likely to achieve positive outcomes when you use positive, rather than negative, language. This can be difficult in situations where the other party is unhappy or negative. Positive language is helpful and encouraging; it suggests alternatives and offers solutions to problems. Consider this example. Negative language: "We're out of stock and we're not expecting new stock for 3 weeks." Positive language: "This item is currently on order and we'll have it for you in 3 weeks. Would you like to reserve one?"

18. FOCUS AND COURTESY C ourtesy in business communication involves showing respect to others in the workplace. This means that you need to be sincere and polite through written or in-person communication. Focus on the person you’re communicating with and really listen to what they’re saying to take their opinions and feelings into consideration. Courtesy is one of the 7 C’s of communication, along with; C oncise C lear C orrect C oncrete C omplete C oherent.

19. FOCUS AND COURTESY One-on-one conversations: Listen carefully to the person you’re speaking with and make eye contact. Refrain from multitasking, such as browsing on your computer during the conversation, so that you can give them your full attention. Group meetings: Show courtesy by being prepared for the meeting. Review agenda items, bring necessary notes and participate in the discussion. When assigning tasks, saying please and thank you goes a long way. Emails: Answer emails promptly so that people aren’t left waiting for information. Address the person you’re contacting by name and ensure you spell it correctly. Take time to review your email to prevent errors. Consider how your tone may sound to the reader.

20. FOCUS AND COURTESY Instant messages: Keep in mind that this channel is for short and simple conversations. Keep your communication partner’s time in mind; this isn't the best method for in-depth discussions. Use proper spelling and grammar to avoid confusion. Phone calls: Have a polite voice message for times when you’re not able to pick up the phone. Return the call as soon as possible and apologize for not being able to speak to the caller earlier. Video calls: Point your camera directly at your face so that the meeting participants can see you. Avoid checking emails or your phone during the meeting to provide your full attention.

21. FOCUS AND COURTESY Formal written communications: Review your written communication for spelling mistakes and errors and deliver your communication in a form that is accessible to your audience. Customer communications: When dealing with customers, remember that effective customer service is related to effective communication. Being polite, respectful, empathetic and understanding is essential.  

22. PRACTICE ETIQUETTE Etiquette covers a set of rules for a variety of interactions and situations. In all business dealings, you should practice proper etiquette to leave the right impression on those around you. Business etiquette can be a bit more formal than personal etiquette. Ignoring basic business etiquette might be detrimental to your business reputation and career. Especially in management and leadership positions, employees should strive to set a good example for other employees in the business.

23. PRACTICE ETIQUETTE Phone Always identify the company and your name when you answer your business phone. A standard greeting such as “Hello, this is John Doe of XYZ Company” is an appropriate greeting. When you make calls to others, always identify yourself and your company. Speak clearly and avoid working on other tasks while you are on the phone. You should never eat, drink or hold outside conversations while you speaking on the phone. Email Even though emails seem to be informal, business emails should maintain a sense of formality. Use greetings, proper punctuation, grammar and closings. Proofread all emails before you send them, and even read them aloud in some cases to check the tone of the message. Avoid using all caps in an email, which is seen as yelling. Text abbreviations and emoticons have no place in business communications. Review the "to" field before sending to ensure you have chosen the right recipient.

24. PRACTICE ETIQUETTE Daily Interactions Always speak to coworkers and others in the workplace when you arrive. Smile at people you pass in the hallway and exchange friendly banter such as a quick “how are you?” as you pass by offices in the building. Avoid telling jokes that might come off as inappropriate and generally avoid the topics of politics and religion while at work. Make yourself approachable to your peers and promptly return phone calls and emails. Meetings When you attend meetings, arrive a few minutes early with a notepad and pen in hand. Do not talk on your phone, read text messages or emails, or otherwise distract yourself from what is happening. Always speak in turn and do not interrupt when other people are speaking. Take notes, but do not doodle or show boredom during the meeting. Keep your attention focused on the agenda and the speaker.

25. PRACTICE ETIQUETTE Business Meals Attempt to find out beforehand who will be paying for a meal if you are unsure. If you are taking clients out to dinner, it is customary for the business to handle the check. Place your napkin in your lap, rise whenever ladies excuse themselves from the table if you are a man, and use “please” and “thank you” with the wait staff. Avoid ordering food that is messy or requires you to eat with your hands. Take small bites and cut only the amount of food you will eat in one bite. When you are finished, cross your silverware across your plate, but keep your napkin in your lap.

26. Discussion & Questions Thank You!

27. RESOURCES Business communication: process & product by Mary Ellen Guffey South-Western Cengage Learning 2015 Excellence in Business Communication by V. Thill, Courtland L. Bovee Pearson Prentice Hall 2017