This document discusses various topics relating to workplace communication, including organizational communication networks, formal and informal communication, preparing for job interviews, and developing strong communication skills. It addresses communicating within organizations and between organizations. Various strategies are presented for effective workplace interactions, such as managing conflicts collaboratively, engaging in cross-cultural communication sensitively, and providing good customer service. Issues like workplace aggression and sexual harassment are also covered.

1. Ch9
Workplace communication
Maria Subert

2. Organization
• Workplace communication takes place within the context of
organizational communication.
• Types of organizations: economic orientation, political orientation,
integration orientation, and pattern- maintenance orientation.

3. Network
• Organizational communication follows networks that provide for
formal and informal communication flow.
• Communication networks are patterns of relationships throughout
which information flows in an organization.
It is the complex web of affiliations among individuals and
organizations woven through the collaborative threads of
communication.

4. Formal & informal communication
• Formal communication include upward communication (when
messages flow from subordinates to superiors), downward
communication (when superiors initiate messages to subordinates)
and horizontal communication (between people at the same level of
the organizational hierarchy).
• Informal communication: Any interaction that does not follow the
formal structure of the organization but emerges out of natural social
interaction among members. Informal communication is also called
grapevine” communication.

5. Beyond organization
• Organizational communities: groups of similar businesses and clubs
that have common interests, networked together to provide mutual
support and resources. Organizational communities exemplify that
communication networks can extend beyond organizations.

6. Preparing for the job market
• create a self-inventory
(what do you really know about your strength and weaknesses)
• create personal network
(an intricate web of cortacts and relationships designed to
benefit the participants)
• search for jobs
(in addition to traditional methods, use online tools)
• Understand the job, the company and the field.
• investigate the interviewer, prepare to ask and answer questions
• conduct post-interview negotiations

7. Written credentials for employment
• Cover letter: short letter introducing you and your resume to the
interviewer. It is designed to achieve attention, interest desire, and
action. It has to persuasively establish your qualification in relation to
the job description. Cover letters are in written form or attached to e-mail.
• Résumé: highlights your work qualifications and experiences. It
should be concise and stylistically reflect your personality in a
professional way. Complete sentences and the pronoun „I” is
unnecesseary in resumes.

8. Cover letter
• Heading: your address, interviewer’s address.
• First paragraph: Specification of the position for which you are applying
and how you heard about it. Provide a general overview of your
classification.
• Second paragraph: Arouse the reader’s interest, demonstrate your desire
for the job. You’re your experiences and strengths relating to the job.
Mention accomplishments that illustrate your proficiency and
effectiveness. Refer to the enclosed resume for more detail on your
qualification and experience.
• Third paragraph: suggest action. Restate your desire to learn more about
the organization and to have a face-to-face meeting. Express your
appreciation for the reader’s time and consideration.

9. Résumé
• Résumé formats:
chronological résumé (organized your credentials over time)
functional résumé (organizes your credentials by type of
function you performed).
• For college students, résumé involves contact information an
objectives.
• Objective statement is an articulation of your goals, the first
information on your resume below your contact information.
It helps you to tailor your credentials and goals to the need of
the particular organization.

10. Portfolio
• Portfolio: Certain professions may require a professional portfolio to
illustrate your mastery of the key skills.

11. Interview startegies
• Create a good first impression
• speak with clarity
• demonstrate interest
• Offer relevant answers
• substantiate your claim wit evidence
• provide accurate answers
• be positive

12. Communication skills that help you succeed in
workplace
• communication competence
involves using immediacy
• supportive communication
• strategic ambiguity
• interaction management

13. Conflict
• Conflict management approaches: avoidance, competition,
compromise, accomodation, and collaboration. The collaborate
approach work best in most situation.

14. Cross-cultural communication
• Cross-cultural understanding requires that you act within sensitivity
toward those who are different, including those who do not speak
English well.

15. Customer service interaction skills
• Customer service interaction skills include using compliance-gaining
strategies with customers while engaging in emotional labor.

16. Unetical workplace communication
• aggressive communication and sexual harrassment

17. Workplace aggression
• when individuals intentionally or unintentionallyuse verbal or non-verbal
aggressive behaviors toward others.

18. Sexual harrassment
• the abuse of power involving
either quid pro quo harrassment
or hostile work environment.
• Quid pro quo comes from Latin
and means "something for
something."