Professional Organizations

As you work towards mastering the art of communication, it is always important to look for ways in which you can build on what you have learned to continue your journey of good communication. There are many professional organizations that provide an opportunity for continued learning, networking, and career advancements. Collaborating with others can provide personal experience and advise that could contribute to a life full of continued growth.

Below are just a few organizations that offer the opportunity to network with others in the pursuit of communication growth:

.IABC International Association of Business Communicators ( IABC):  Founded in 1970 the IABC, “provides a professional network of about 15,000 business communication professionals in over 80 countries” (iabc.com, 2012).  The targeted audience is professionals and the IABC provides articles, learning sessions and networking amongst its members. 

Association for Women in Communications (AWC): “Is a professional organization that champions the advancement of women across all communication disciplines by recognizing excellence, promoting leadership and positioning its members at the forefront of the evolving communication era” (womcom.org, 2012).  Its audience is women and it helps to advance the communication across organizations for women.

Public Relations Society of America (PRSA):  Founded in 1947, the PRSA, “is the world’s largest and foremost organization of public relations professionals. PRSA provides professional development, sets standards of excellence and upholds principles of ethics for its members and, more broadly, the multi-billion dollar global public relations profession” (prsa.org, 2012).  Its target audience is professionals in the public relations community.  It offers a learning center, networking, job center and recognition program for its members.

American Communication Association (ACA):  The ACA is a non-for-profit organization that focuses on, ”the effective use of new and evolving technologies to facilitate communication instruction, research and criticism, and to offering a technologically supportive venue for all who study the ways in which humans communicate” (americancomm.org, 2012).  The ACA targets academics and professionals throughout the world.  It brings together new technologies and communication for those who become members.

Association of Public-Safety Communications Officials (APCO):  The targeted audience for the APCO is professional in the public safety community, such as 911 dispatchers.  This organization, “serves the needs of public safety communications practitioners worldwide - and the welfare of the general public as a whole - by providing complete expertise, professional development, technical assistance, advocacy and outreach” (apco911.org, 2012).   

The organizations I would be most prone to join would be the American Communication Association (ACA) and the Association for Women in Communications.  I believe the benefits I would receive from the ACA would be an overall understanding and continued growth within the communication community.  From the AWC would provide me with an opportunity to network with other women in the professional community to share ideas as well as networking.  

American Communication Association, (2012).  Retrieved on April 26, 2012 from: http://www.americancomm.org/

Association for Women in Communications, (2012).  Retrieved on April 26, 2012 from:  http://www.womcom.org/About_Us/AWC-New-Overview.asp

The Association of Public-Safety Communications Officials, (2012).  Retrieved on April 26, 2012 from: http://www.apco911.org/about-apco.html

International Association of Business Communicators, (2012).  Retrieved on April 26, 2012 from: http://www.iabc.com/about/

Public Relations Society of America, (2012).  Retrieved on April 26, 2012 from: http://www.prsa.org/

10 Commandments of Intercultural Communication

Interacting with a wide variety of people can be challenging, particularly if they are from different cultural backgrounds. Whether it be through work or socially, it is important to understand others, while remaining respectful of your differences. Making certain you don't offend others who have alternate customs or views is very important to creating a respectful relationship.

The below website will provide an overview of the "10 Commandments of Intercultural Communication." These tips could ensure you are understanding of others to make all interactions the most positive they can be.

http://ezinearticles.com/?Ten-Commandments-of-Intercultural-Communication&id=120247

Conflict Resolution

No matter how strong a relationship may or may not be, conflict of some sort will almost inevitably occur.  How you react to the conflict and the steps you take to resolve any issues will determine the tone of the relationship going forward.

Many people avoid conflict or confrontation at all costs.  However, does avoiding the problem create more tension and uneasiness? 

When conflict occurs, it is best to face it head on in order to resolve the difficulty before it escalates to a higher level.  By using the Six Steps of Confrontation, the problem and relationship can be salvaged or repaired more quickly.

Six Steps of Confrontation:

1. Preparation.  Think through the situation calmly and clearly before speaking to anyone.  When speaking to another about a problem that exists, be prepared.  This allows you to think more rationally and to stay on subject when discussing issues.
2. Advise the other party that you need to talk.  Let the person know you would like a chance to speak with them.  Initiating the conversation can show that you care enough to repair the problem.
3. Discuss the problem.  By remaining open and calmly discussing the problem, the other party will know how you feel and what your perspective is regarding the conflict. 
4. Consider their point of view.  It is important to keep an open mind and consider the problem from the perspective of the other party.  Their viewpoint it just as important to them and to the situation.  Nothing will ever be resolved unless you consider their feelings and their perspective.
5. Resolve the problem.  Once both parties have verbalized their viewpoints, it is important to move forward to resolve the issue.  Rehashing the problem over and over will only perpetuate the tension.  A resolution must occur in order to come to an understanding the repair the relationship.
6. Follow up.  It is important to follow up with the other party post the conversation.  Typically a lot of information has been exchanged and hopefully an understanding has been reached.  It is necessary to follow up with the individual to ensure the relationship is going forward and the solution reached has been effective.

Reference:

Abigail, R., Cahn, D. (2011). Managing conflict through communication, (4^th Edition). Boston, MA: Pearson Education, Inc.

Case Study: Delivering Bad News Tactfully & Effectively

The below case study will provide an overview of how to deliver bad news tactfully and effectively, particularly in the work force.  Please keep in mind the follow up information is purely a suggested response and does not cover all situations or circumstances.

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 has 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.”


Suggested Response:

            Managing a wide range of employees with a myriad of personalities can be challenging for even the savviest of managers.  Adding performance issues as well customer complaints and unprofessional behavior with a tenured employee can be extremely difficult.  When faced with such a problematic situation that affects several facets of the business, it is extremely important to face the problem directly and immediately.  Using the six steps of confrontation, a manager can achieve better success in their feedback to employees.  The six steps include: preparation, notify the employee a meeting must take place, discuss the problem, consider their point of view, resolve the problem and complete follow up (Abigail & Cahn, 2011).

If I was aware of an employee who was performing at a consistently substandard level, had received several complaints from customers and coworkers and who was creating a hostile work environment I would focus on rectifying the situation immediately.  Often times it is easy to react on emotion and frustration, particularly when you know and employee is representing your company in such a poor manner.  It is extremely important to make certain to gather all the specific facts and details of what has been occurring. 

As the manager, I would review all of the existing concerns and double check the facts for absolute accuracy.  In addition, I would review the employee’s performance history to gain a complete understanding of the entire work history, paying close attention to any documented conversations or past infractions.  Making certain you are completely prepared prior to addressing an employee’s performance is a key element to ensuring the conversation is handled correctly and with the proper facts and tone.  Additionally, if the charges are very serious, it may be necessary to consult a Human Resources representative in the event the employee’s actions could lead to a formalized performance plan or termination.   

            Once a clear understanding is reached for both the employee’s performance as well as the most recent problems, I would reach out to the employee to communicate that a conversation needs to take place.  I would be very clear, succinct and factual about my concerns.  Managers routinely make the mistake of trying to talk around the issue or minimize the concerns because providing feedback can be uncomfortable.  It is imperative that you immediately set the tone of the meeting by explaining you are concerned about recent behavior and the items that are discussed need to be corrected immediately.  Being direct, yet respectful, will ensure the employee is not confused by what it being discussed, nor should there be any misunderstanding about the steps that need to be taken going forward.    

            During this discussion, it is very important to ensure the employee is given an opportunity to explain their thoughts, concerns and behavior.  Listening to their perspective as well as considering your viewpoints will ensure you have considered all angles before moving forward.  Upon reviewing all the information presented, it is essential to reach some type of resolution to the problem.  In this particular case, I would make certain the employee fully understands their performance expectations, including professional interaction with coworkers and customers, as well as what should be done going forward. 

I would advise the employee their performance has been unacceptable and must be corrected immediately.  If a lack of understanding is causing some of the problem, I would determine if additional training is needed.  However, training concerns aside, I would very factually and succinctly explain my expectations of professional behavior and what would and would not be tolerated.  I would explain the consequences that could occur if immediate improvement is not made.  Finally I would ask if there were any questions or concerns.  I would complete clear and concise documentation detailing the information discussed in the meeting.  This could prove to be instrumental if termination results. 

Based on the behavior of the employee, particularly with regard to customer interaction and the creation of a hostile work environment, I would be very clear and direct in my tone.  I would be certain to ensure the employee that I want them to succeed in their performance.  However, the employee’s success or failure hinges upon their desire to do better as well as the efforts put forth.  I would set up several follow up meeting s in order to review the employee’s performance and to communicate the progress made.  It is extremely important to follow up and follow through, particularly where performance issues are concerned.     

No business will ever succeed if the employee base does not understand their expectations and are not held to those standards.  Employees are at the heart of all successful businesses and their successes and failures are a direct representation of the business as a whole.      

Reference:
Abigail, R., Cahn, D. (2011).  Managing conflict through communication, (4^th Edition).  Boston, MA: Pearson Education, Inc.

Media Technologies

In order to become an effective communicator, it is important to identify possible media technologies,   their uses and the audiences for which they are intended.  The following posts will provide and overview of  four possible media technologies.

In order to communicate to a large group, particularly if you are trying to covey a certain message, it is important to understand some of the resources available to get your message to the masses.

Below are four types of media technologies which can be considered as vehicles for communication to others:

1.) Media Technologies - The Internet

The Internet is by far one of most widely used tools for media technology. The extent to which it is relied upon is endless. The Internet provides a wealth of information that can be used as a resource when researching topics. The fastest way to locate information is to search the web, which provides a wide scope of resources from which to choose. The quickest way to communicate information is through various online sites.

Those who wish to reach a specific or general audience, particularly in a quick time frame, can easily access the Internet and post the information in a fast and efficient manner. Additionally, when information such as breaking news is shared on the Internet, the message spreads very quickly from website to website.

The most important thing to remember about the Internet is once information is shared, it cannot be taken back. Due to this, it is imperative to be extremely cautious to post only information that is safe, accurate and true. Those who commonly access the Internet are used to gaining information quickly and efficiently. By using the web, not only are users able to communicate information to a broad audience, but they are able to send direct and private information via email.

The information shared electronically allows people to participate quickly and efficiently in today’s fast paced environment. The Internet has become so very integral in the lives of everyday living that it is hard to fathom of a time when this resource was not available.     

March, S., Guth, D., Short, B. (2009). Strategic Writing: Multimedia writing for public relations, advertising and more. (2nd Edition). Boston, MA: Pearson.    

2.) Media Technologies - Social Media / Blogs

Social media has become a mainstay for a large number of people throughout the world.  Facebook and Twitter are the most mainstream vehicles that people currently use to communicate to a wide group of people.  This type of social media allows users to establish their own personal web page that allows them to communicate regularly with friends of their choosing. 

Individuals who use social media are very in tune with others and share information openly.  In addition to Facebook and Twitter, social media includes Wikis, sharing sites such as YouTube, podcasts and blogs.  These types of sites are inherently social and were created to share and openly contribute information to a wide variety of individuals. 

Podcasts provide the ability to share a consistent message to a large number of people.  “Speeches generally are delivered in person, but they can appear online as streamed video or as a live feed.  Often, organizations use their Web sites to offer copies of important speeches delivered by their executives” (Marsh, Guth, Short, 2009, p. 96).  Podcasts can be audio only or audio and video.  Often times they are used to disperse a singular message intended to a large constituency, such as the quarterly earnings of a business or a message from an executive to the employee base. 

Blogs are also commonly used to communicate personal thoughts or ideas to those who wish to follow the blogger.  An individual can establish their own personal website as a means to communicate to a larger audience.   “Web sites are today’s mean of distributing information quickly and to a diverse audience.  They can inform, market goods and services, share opinions and entertain” (Marsh, Guth, Short, 2009, p. 98). 

Those who use social media, blogs, and podcasts, just to name a few, have a responsibility to their audience by being selective with the information that is posts as well as being honest with the message that is conveyed.

March, S., Guth, D., Short, B. (2009). Strategic Writing: Multimedia writing for public relations, advertising and more. (2nd Edition). Boston, MA: Pearson.