Delivering Bad News Tactfully and Effectively

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As a department supervisor working in a technical support office, I would enjoy dealing with hard-working and good-natured employees that enjoy their work, provide an excellent customer service and encourage one another with a positive attitude. Such a working environment, however, is not always what happens… Sometimes, there could be one bad employee that undermines not only his or her own job, but also customer service and work ethics.

Approaching the Difficult Employee

Once a destructive and unproductive behavior of an employee is brought to my attention, I would act immediately. According to Master Class Management.com (2011), “ . . . when you have an employee who is disruptive, has a bad attitude, or is quite frankly a “bad apple,” you need to deal with [the situation] as soon as possible”  (para. 5). For example, if I received concerns from employees and customers regarding a particular employee whose work performance was substandard and whose aggressive behavior created a hostile environment for other employees, I would put this problem my first priority.
Approaching a difficult employee may not be easy. However, this has to be done in order to address the employee’s poor work performance and aggressive behavior. Abigail and Cahn (2011) recommend to simply tell the “bad” employee, “We need to talk” (p. 36). After this statement, I would invite the worker to meet me at my office after lunch. If the employee asks me why I need to see him or her, I would briefly explain the issue, so that he or she can be prepared to have a conversation.

Anticipate the Response

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Before making an official confrontation   regarding the conflict issue, I would try to anticipate a response that the employee might provide regarding the issue. Given the prior history of exhibiting confrontational behavior at work, one would not be able to predict how this employee might behave during the confrontation and what kind of response he or she may give. Will the employee be aggressive, or will he or she recognize that this confrontation is the call for a behavioral change? After having been with the company for two years, is he or she going to take this conversation seriously? I would expect either a positive or a negative response. To eliminate any risk of abusive behavior that the employee might exhibit, I would ask the human resources manager to accompany me during the confrontation.

In order to eliminate any fear of confronting this employee, I would use a technique that Abigail and Cahn (2011) refer to as “imagined interaction” (p. 35) to predict the employee’s response. “Imagined interaction,” according to Abigail and Cahn (2011), “is a form of intrapersonal communication in which you think about what you might say and another might say in response to you in a particular conversation” (p. 35). I will use my one-hour lunch to reflect on the upcoming conflict. This technique might provide me not only with the mental strength to confront the difficult employee, but also with an idea of what I should say and how I should say it.

The Resolution Strategies

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To resolve the conflict involving a difficult employee, I would use six steps to successful interpersonal conflict resolution, that, according to Abigail and Cahn (2011) include “Preparation,” “Tell the person “We need to talk,”” “Interpersonal confrontation,” “Consider your partner’s point of view,” “Resolve the problem,” and “Follow up on the solution” (p. 35) As the reader can notice, I have already described the first two steps of the conflict resolution process.

During the next two stages, I would describe the problem to the employee and let him or her to tell me his or her side of the story. During the conversation I would use the following strategies:
• Active Listening. I would let the employee speak without interrupting him or her. Then, I will paraphrase what he or she has said to make sure I had understood the message correctly.
• I-Statements. For example, “I am concerned with your current job performance. Is there anything I can do to help you improve?”
• Focus on the Issue. I would discuss how a destructive behavior affects the department team and the company.

To resolve the problem, I would give the employee an ultimatum: To improve his or her work habits and attitude, or to face the possible dismissal. Finally, I would advise the employee that I would be monitoring his or her job performance closely for the next three weeks. In three weeks, I will summon the employee for a follow-up meeting to discuss his or her progress.

References:

Abigail, R.A, & Cahn, D.D. (2011). Managing conflict through communication. (4th
     ed.). Boston, MA: Allyn & Bacon.
Master Class Management.com. (2011). Dealing with difficult employees. Retrieved
     September 24, 2012, from http://www.masterclassmanagement.com/ManagementCourse-  
     DealingWithDifficultEmployees.html

Media Technologies

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Media technologies play an important role in our daily lives. They not only provide a way for us to connect with the outside World, but also a way to stay connected with other people. While television and radio provide connection with the World, cell-phone and Skype provide a way to stay in touch with people.

Television is the most favorite communication medium of all the audiences, ranging from small children to seniors. Trenholm (2011) writes that, “Despite earlier predictions that the Internet would rapidly surpass television in popularity, television is still the medium of choice for most Americans” (p. 299). People use this medium for receiving information about local, national and global news, as well as for educational and entertainment purposes.
   
Television serves as a transmitter of cultural values. Through the television medium, not only do we learn cultural aspects of our own culture, but we can also experience other cultures. Today, a person does not have to travel far to experience another culture or to hear a different language. All one has to do is to turn on the television to a channel that comes from another country. With over a hundred television channels available, a viewer can learn not only specifics of another culture, but also a foreign language.
 
Invented in 1925, television today is a versatile channel of media communication that includes audio, visual, and print media. This rich combination of multimedia allows film-makers, news producers, entertainers, and advertisers to enhance their audiences’ viewing experience by broadcasting messages that involve two of the human senses at the same time: sight and hearing. Trenholm (2011) writes that, “Because television is both auditory and visual, it is the most perceptually compelling of all the media” (p. 300). Offering the viewers fast moving pictures with sound helps program or movie producers to capture and maintain the viewers’ attention. Because most television programs are made to inform and entertain their audiences, people view this medium as a form of relaxation. In fact, who does not want to spend an evening in front of the television after a long day at work?

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Radio is another traditional communication medium that broadcasts its programs to broad audiences around the country, and even around the globe. According to the statistics cited on the United Nations Educational, Scientific and Cultural Organization (2012), “Radio reaches over 95% of virtually every segment of the population” (para. 1). This high statistics may be due to the fact that radio is a relatively inexpensive and a highly mobile device.

As a predecessor of television, radio has evolved to transmit voice signals digitally through the air. Today, radio is a popular mass media communication device that can be found in every home almost in every country of the planet. Radio signals can reach even the most remote areas of population. In some developing countries, radio may be the only means of communication to receive information, such as news and weather alerts.

Just like television, radio has a broad audience. According to Trenholm (2011), “Radio stations work hard to create a personal identity that audience members will accept and find attractive” (p. 298). Radio stations, such as K-Love (Christian radio station), Super Estrella (Latin American music station broadcast in Spanish), Country Music, and others are constantly adapting to the needs of their audiences. For example, stations are regularly upgrading their equipment to provide the best sound. Also, the station workers constantly update the content of their programs to better suit the image their audience has of them. When next time you listen to your favorite radio station, consider how much work was involved to bring you the best listening experience possible.

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Cell-Phone is a multifunctional communication tool. According to Rauch (2005), “Less a telephone today than a multi-purpose computer, cell phones are game consoles, still cameras, email systems, text messengers, carriers of entertainment and business data, nodes of commerce” (“Abstract”). It is amazing how such a small device can perform so many different functions! Because cell-phones range in price according to the functions they perform, a person usually chooses a cell-phone that performs the functions he or she desires and has a cell-phone plan that he or she can afford.

 For many people, a cell-phone is not a luxury, but a necessity. According to Trenholm (2011), “Mobile phones are an affordable, highly transportable way to stay in touch with friends and family” (p. 312). Indeed, cell-phones can be used in locations where landline phones cannot reach. For example, a person whose car gets broken on a highway can use a cell-phone to call a friend to pick him up. Also, in an emergency situation a cell-phone can be used to call 911.

 Cell-phones play a major role in telecommuting jobs. Roebuck (2006) writes in her book that, “Wireless phones are among the most important tools we have, as their portability enables us to work from anywhere” (p. 3). Indeed, it would be difficult to conduct business without a cell-phone. Because cell-phones are able to perform the same functions as computers, they are used in telecommuting jobs to store, retrieve, and transmit data from virtually any place in the world. A cell-phone is also easier to carry and to transport than a full-sized computer.

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Skype is a relatively new communication technology that is available through the Internet. This technology has made a tremendous impact on the progress of today’s global communication tools. Hart (2011) writes that, “Skype is a free communications and collaboration tool to be downloaded and installed on your computer. You can use it to have text and voice message conversations with others who have Skype for free” (para. 1). Skype has allowed people from different locations on the planet to communicate in real time while transmitting both verbal messages and visual images. This innovative technology has enabled participants who are separated by a great distance to communicate in real time free of charge.

The Skype technology can be used in business to conduct video and audio conferences between two or more company offices that are located in different countries. According to Roebuck (2006), “ Videoconferencing still has a cost factor and a complexity for scheduling that causes it to be used less often than audioconferencing, but it is more cost effective and cheaper than getting the parties together via airlines” (p. 8). The Skype technology can eliminate the cost of expensive audio and video conferencing equipment, while providing the same efficient service for free. Skype helps businesses to save money on expensive equipment and travel. These features make Skype the best solution for your business.

References:

Hart, J. (2011). Top tools: Skype. Centre for Learning and Performance
     Technologies. Retrieved September 13, 2012, from http://c4lpt.co.uk/top-tools/top-100-tools/top-
     tools-skype/
Rauch, P. (2005). Cell phone culture. Mit Communications Forum. Retrieved
     September 13, 2012, from
     http://web.mit.edu/commforum/forums/cell_phone_culture.htm
Roebuck, D.B. (2006). Improving business communication skills. (4th ed.). Upper
     Saddle River, New Jersey: Pearson Prentice Hall.
Trenholm, S. (2011). Thinking through communication: An introduction to the study
     of human communication. (6th ed). Boston, MA: Pearson.
UNESCO. (1995-2012). Communication and Information. Statistics on radio.
     Retrieved September 13, 2012, from  
     http://www.unesco.org/new/en/communication-
     and-information/events/prizes-and-celebrations/celebrations/world-radio-
     day/statistics-on-radio/

My Communication Skills

In the modern world, the ability to communicate with other people not only provides opportunities for better relationships with the people in my life, but also opportunities for professional development and advancement. Communication skills are important in every area of my life. Whether I communicate with the members of my family, with the members of my church small group, or with my co-workers in the organizational setting, my communication affects those people around me. Interpersonal communication skills, group communication skills, and organizational communication skills demonstrate my overall level of competency, as well as point out the areas I need to work on in order to become a professional communicator.

Verbal Communication

Spoken language skills are important in daily interpersonal communication. Without spoken language skills, verbal communication is impossible. In fact, as Sarah Trenholm (2008) points out that, according to the social constructionist model of communication, “we construct our world through communication” (p. 28). We learn about the world we live in from other people, like parents, teachers, and friends. Thus, our knowledge about the world we live in comes mainly from the community by which we are surrounded. According to the social constructionist model of communication, “If everyone around us talks about the world in a certain way, we are likely to think of the world in that way and fail to question whether we are seeing things accurately” (Trenholm, 2008, p. 29). For example, when I was growing up in Belarus, the cultural traditions and values, the knowledge of the social norms were explained to me by my family members, teachers, and friends in the language that I could understand. This knowledge served as the foundation for understanding the society I lived in. Language, then, as Sarah Trenholm (2008) points out, “has powerful effects on the ways that we think about and experience the world” (p. 73).  Not only do the verbal communication skills help us to learn about the world around us, these skills are also essential in order to initiate friendships and build relationships.

Verbal communication skills are useful when it comes to creating and maintaining human relationships. Based on my ability to start and maintain a conversation, as well as maintain the existing relationships in my life, I would say that my verbal communication skills are strong. My verbal communication can differ significantly depending on how well I know the person who I communicate with and the level of trust and self-disclosure that exists between us. For example, I do not use the same communication skills when communicating with a stranger that I use when communicating to people I have known for a long time. When I meet someone for the very first time, I try to keep the level of self-disclosure at the minimum level, while engaging the person into a small talk. Usually, small talk leads to discovering what the stranger and I have in common. Discussing common interests, in turn, may eventually lead to a friendship. Gerard Millerand and Mark Steinberg (cited in Trenholm, 2008) maintain that people communicate differently with each other based on how well they know each other and their social involvement with each other (p. 134). When two strangers start a conversation, according to Miller and Steinberg (cited in Trenholm, 2008), they use cultural-level rules that “tell us to use polite, fairly formal form of address” (2008, p. 134). This conversation often involves a small talk and a very insignificant level of self-disclosure. When I communicate with a stranger, I use formal language and try to do my best to leave a favorable first impression. The cultural-level rules are especially important during a job interview.

Sociological-level rules replace the cultural-level rules in the communication situations involving people who belong to the same social group. Thus, when I communicate with my co-workers at work, I use this set of rules, that according to Miller and Steinberg (cited in Trenholm, 2008), is characterized by less formal language and involves people who often share the same interests (p. 134). When I communicate with my co-workers, we usually discuss issues related to work. The level of self-disclosure in these relationships although slightly higher than that between complete strangers, is not quite significant. For example, I do not share my problems with my co-workers because the personal information is likely to be shared with other people, and I do not want other people gossiping about me behind my back.

The last set of rules, is called psychological-level rules. According to Miller and Steinberg, these rules are intended to use among people who know each other personally. The best part about these rules, in my opinion, that the communicators have freedom to “make up the rules” (Trenholm, 2008, p. 134). Family members and friends take me for who I am; therefore, when I communicate with them, I can use informal language and even words that only people who are close to me can understand. Also, I have an unlimited choice of topics when I communicate with my family members and friends. The level of self-disclosure between family members and friends is high. In fact, these are the people who I can completely confide in and trust.

Romantic and intimate relationships are governed by psychological-level rules. Unlike friendships, these relationships require more trust and a high level of self-disclosure. The quality of friendships and marriages depend largely on verbal communication skills. According to Terri Orbuch, a research scientist at the Institute for Social Research at the University of Michigan, “Research consistently has shown a link between happy marriages and “self-disclosure,” or sharing your private feelings, fears, doubts and perceptions with your partner” (cited in Schoenberg, 2011). The more information my husband and I share with each other, the closer our relationship grows.

Nonverbal Communication

Nonverbal communication is used to complement the verbal communication. According to the author of the article Miramichi Leader (2011), “When we speak to another person, they receive two messages. One of the messages is sent in the words we have spoken. The other is in the way the message is delivered.” When the verbal message is contradicted by the non-verbal message, a miscommunication can occur. For example, when I say hello to my husband when he gets home from work, but my head is turned in the opposite direction, he may think that I am saying hello to the neighbor. Thus, when communicating with other people, it is important that my non-verbal messages do not contradict the verbal messages.

When I communicate with somebody, I develop a certain set of personal characteristics about that person that are called constructs. Sarah Trenholm (2008) defined constructs as personal “characteristics that we notice on a daily basis about others” (p. 48). When communicating with people, I pay attention to intellectual, descriptive, which can be subdivided into positive and negative, appearance-oriented, and gender characteristics. These characteristics are important in order to remember people whom I socialize with.

Non-verbal communication is especially important in intimate relationships. According to a study (cited in Schoenberg, 2011), non-verbal communication, such as “affective affirmation,” which is defined as “behavior that makes your partner feel loved, cared for or special” contributes to healthy and happy relationship between the spouses. For example, when I give my husband a hug and a kiss when he comes home after a long day at work, he feels loved and appreciated. Simple actions, like hugs and kisses, speak louder than words.

The Importance of Listening

Listening skills are also important in interpersonal communication. Not only do I listen to verbal communication, but I also pay close attention to non-verbal communication. Listening to verbal and non-verbal clues is important in order to understand what the speaker is really trying to say and to interpret the message correctly. According to one study, (cited in Janusik, Fullenkamp, & Partese, 1996), “In a spoken message, 55% of the meaning is translated non-verbally, 38% is indicated by the tone of voice, while only 7% is conveyed by the words used.” Another study (cited in Janusik, Fullenkamp, & Partese, 1996) determined that “Spoken words only account for 30-35% of the meaning. The rest [of information] is transmitted through nonverbal communication that only can be detected through visual and auditory listening.” By listening carefully to the nonverbal message as well as to the speaker’s words, one can make sure that the personal constructs I create about others are correct.

Using listening skills helps me to enlarge my understanding of the speaker’s message as well as to expand my cognitive complexity about the people I communicate with. According to Sarah Trenholm (2008), “cognitive complexity occurs when an individual has a large, rich, and varied set of personal constructs to combine seemingly contradictory characteristics in creative ways, realizing that people are not all good or all bad” (p. 49). Cognitive complexity enables me to communicate with people who in my perception are different than me. This is one area of communication that I would like to improve. By improving social complexity I hope to minimize the biases that I might hold toward others. Holding biases toward others, in my opinion, is the main reason that prevents me from establishing meaningful friendships. Using cognitive complexity skills will help me to establish a positive impression of a person and possibly to find common interests with that person. Thus, cognitive complexity can be a very helpful communication tool using which will enable me to become a better communicator.

Relationships and Conflicts

Verbal and nonverbal communication skills, listening skills, and cognitive complexity skills are helpful to initiate and establish and maintain healthy and stable relationships with others. Based on my ability to initiate, establish and maintain relationships with others, I would say that my relationship skills are better than average. Although there are successful intimate relationships, all intimate relationships face certain tensions from time to time that are called, according to Leslie Baxter and William Rawlins (cited in Trenholm, 2008), “the expressive-protective, the autonomy-togetherness, and the novelty-predictability dialectics” (p. 136). How couples deal with these tensions determines the success or failure of their relationships.

All three of the dialectical tensions have a potential to lead to conflicts that may ruin relationships. Fortunately, in my relationship with my husband we do not experience any tensions mainly because we communicate about any issue that carries a potential threat to our relationship. Interpersonal communication skills, in my opinion, provide the key to dealing with these tensions and saving the relationships. One communication technique that I find the most useful in my marriage is the problem solving. According to Sarah Trenholm (2008), “problem solving means sitting down together, directly expressing interests, defining problems clearly, and finding positions that best serve everyone’s interests” (p. 155). Problem solving leads to win-win conflict resolution.

Group Communication 

 Group communication skills are also important for daily interactions. Whether I am communicating with my family group, my co-workers, or people from church, I use my group communication skills. Based on the way different groups confirm my self-perception, I would say that I have good group communication skills. When talking about certain characteristics that I possess when I communicate with my group at work, other group members may call me knowledgeable, detail-oriented, result-driven, innovative, and problem-solution-seeker. Based on these qualities, I usually strive to take conflict-solving roles within a group.

The group roles that I usually take include those of opinion giver, harmonizer, orienter, initiator-contributor, and compromiser. According to the role descriptions provided in the textbook, by using my initiator-contributor role effectively, I “suggest new ideas to group or offer new way of regarding group problem” (Trenholm, 2008, p. 176). I enjoy being the one coming up with creative ideas and solutions. By being an opinion giver, I usually comment on other member’s opinions and tell them how much I appreciate them. By being a harmonizer, I try to keep peace in the group among the group members. My communication skills help me to find an adequate solution for any conflict that may arise. Sometimes, it is a good idea to find a compromise when I do not agree with a solution that another member has proposed. As an orienter, I usually paraphrase the group agenda to make sure that everyone understands the information, and what is expected of the group members.

I find open communication between the group members very important. One research study has pointed out that, “Communication openness [in a group] is important for effective decision making” (Breen, Fetzer, Howard, & Preziosi, 2005, p. 216). When working as a group, each member contributes his or her own opinion and idea. Taking into account every idea and opinion when looking for a solution to a problem, leads to well-informed decisions and successful plans of actions. Overall, as a group, we can find better solutions and come up with better ideas than what a single person could come up with.

To be successful in an organization, I have to possess certain work-related, personal, and technology-related skills that would show my current and potential employer that I have essential knowledge and ability to perform my job-related tasks in a professional and efficient manner. The more work-related skills I have under my belt, the easier it will be for me to begin a career as an interpreter, or a public relations specialist in the future.

In my current position as a part-time store sales associate, I have to exhibit such work-related skills as customer service skills, new employee training skills, and cash register operating skills. By performing my work-related tasks successfully combining them with my personal attributes, such as strong attention to detail, interpersonal communication skills, and good time management skills, I often receive cash incentives and appreciation from the store management team. Using my work-related skills and my personal attributes together, thus, increases my chances of getting a job promotion in the future.

Interpersonal communication skills, group communication skills, and organizational communication skills are helpful when it comes to interpersonal, group, and organizational interactions. Using the interpersonal communication skills, group communication skills, and organizational communication skills successfully demonstrates my professionalism in communication. The communication skills that I already possess and the ones that I am yet to acquire during my studies here at Ashford University will make me a valuable asset to any organization that I may work for in the future. Whether I am communicating to a family member, a friend, a co-worker, or a group of people, communication skills help me to establish meaningful and productive relationships with other people, as well as provide successful conflict resolution strategies. Communication, thus, plays a vital role in my daily life.

References:

Anonymous. (2011, September 12). Non-verbal communication. Miramichi Leader, B.6.
     Retrived September 19, 2011, from ProQuest database. (Document ID: 2448358321).
Breen, V., Fetzer, R., Howard, L., & Preziosi, R. (2005). Consensus Problem-Solving
     Increases Perceived Communication Openness in Organizations. Employee
     Responsibilities and Rights Journal, 17(4), 215-229. Retrieved September 19, 2011, from
     ProQuest database. (Document ID: 964269561).
Janusik, L. PhD., Fullenkamp, L, & Partese, L. (1996). Listening facts. International
     Listening Association. Retrived August, 25, 2011, from http://listen.org.
Schoenberg, N. (2011, February 6). Can we talk? Researcher talks about the role of
     communication in marriages. Houston Chronicle, p. 7. Retrieved September 19, 2011,
     from ProQuest Newsstand (Document ID: 2260839481).
Trenholm, S. (2008). Thinking through communication: An introduction to the study of
      human communication (6th ed.). Boston: Pearson Education.

The Importance of Communication

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A person, as social being, cannot avoid communication with other people. (As an experiment, I tried not to speak to anybody for a day – it did not work out!) We all need to communicate in order to accomplish our goals in life – both big and small.

Our communication skills do not only impact our relationships with other people, but also affect the achievement of our short and long-term goals. To put it simply, the better are your communication skills, the faster and the more effectively will you be able to persuade other people to help you in accomplishing your goals. Therefore, your ability to communicate with others is directly related to your success in life. 

                                                                                                 
Factors that Influence Communication

Communication is a complicated process. If everybody could communicate with others simply and effortlessly, miscommunications, misunderstandings and even conflicts would not exist. Often, it is not the case. Before communicating with others, each person has to consider his audience, the communication medium through which to render the message, what to say, and how to say it. Also, personal and cultural differences often play a role in how we communicate and how our recipient processes the message.

Personal Example

In my school paper titled "My Communication Skills" written for one of my Communication Theory classes, I write about how different factors, such as the use of verbal and nonverbal language, the level of relationships, and interpersonal vs. group interaction, may impact communication process. I have illustrated the knowledge I gained in class and through research with personal examples.

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