The Art of Communication

Surrounded by familiar furniture

Relaxing in her comfortable old chair

Watching the birds peck out the clover stuck between her patio tiles

Wondering why they did what they did

Wishing she could have finished high school

Maybe they would have taught her about the birds

Four dozen Christmas cookies were a good start today

She must get done with this scarf before it was time to go

Softly she placed a mary jane in her mouth, like Sunday morning communion

Everyone knew Saturday night was for playing cribbage

It will be good to see Margie and Ted and talk the night away

Knitting finished, her eyes raised to the closet

The bronze metal button glistened from the sunset’s rays

She’d wear the chocolate brown coat her mother wore

It’s clean texture and small shaggy loops would be useful tonight

One thing that always amazed her about this stylish coat with the heavy buttons

Though it was made for her mother, it also fit her well

Defining Communication and How it Works

The study of communication is an exciting area of study because it affects our lives immensely. The definition of communication will vary with each individual because it involves personal concept and perception. Communication requires many elements to in order to be considered effective.  Over time, people have communicated in many different ways, but the outcome results in two or more people who have shared something of value. 

The definition of communication that comes closest to my definition of communication is, “Speech communication is a human process through which we make sense out of the world and share that sense with others” (Definitions of Communications, 2011).  I chose this definition of communication because it fits my idea of why we communicate.  I think the main reason we communicate is to share something with others. Communication is done not only to share information, but sometimes to share non-vital information, which means some things we share fill an emotional desire too. 

 Each word spoken can affect the end result, Peter de Jager points this out in his investigation of a communication misunderstanding that caused flight 52 crash.  He states that the words “Priority Landing” instead of “Fuel Emergency” which resulted in disaster (The Mathematics of Communication 2007). Also, being aware of when not to speak is crucial in being an effective communicator.
 
An important interpersonal communication skill is the ability to listen to the message that the sender is conveying.  Listening involves interpreting the message correctly and this can be done by giving one’s full attention to the sender.  Many times it is hard to completely understand the message, but properly applied techniques like paraphrasing can help to rectify some misunderstandings. 

Having a mind clear of stereotypes is another important interpersonal communication skill. The best way to encourage people to look beyond stereotypes is by understanding the saying “Don’t judge a book by its cover”.  We must look at the mental and spiritual side of a person because none of us really have any control over the physical elements. Sarah Trenholm (2011) states “If we use language wisely, we can control communication; if we do not, communication can have unintended effects” (p.93). In order to accurately judge a person one cannot use stereotyping because it is inaccurate.  Wisdom, knowledge, growth and maturity come from opening our minds to learning the truth about the people and things around us. 

In order to achieve successful communication it is important to understand why we communicate, speak each word with careful thought, listen the to message, and have a mind clear of stereotypes or pre-determined judgements.  Communication will work if good skills are applied to the process.

Definitions of Communication. Table 2.1. Thinking through communication: An introduction to the study of human communication 6^th ed. By Sarah Trenholm 2011.  Allyn & Bacon. New York. p. 19

Jager, P.d. (2007). The Mathematics of Communication: municipal world. 117(8), 49-50.  Retrieved December 11, 2010 from CBCA Complete. (Document ID: 1316756081).

Trenholm, S. (2011).  Thinking through communication: An introduction to the study of human communication 6^th edition.  Allyn & Bacon, Pearson Education, Inc.  New York

Communicating Bad News

  This blog will address the following hypothetical situation:

 “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.” 

        This type of situation happens often in the workplace because each individual is different and not every job fits every person.  With that in mind, it is important to approach the employee with careful consideration.  It is best to be firm and deliver the bad news at the beginning of the meeting.  According to Margaret Newborg, executive vice president of the Ayers Group “You want to make sure you get to the news early in the conversation and deliver the message directly” (cited in Roberta Maynard 1994).  This helps to ensure the clarity of the situation for the employee and employer.  The employee should not be confused as to what the meeting is about.  Research should also be documented in order to show proof of the complaints and the meeting at hand.  Judith Gaston and Marc Sherman (1993) state “There should be a company handbook of disciplinary standards and guidelines which should be enforce constantly…maintain a personnel file for each terminated employee showing the basis for the termination, including the exact events leading to the dismissal.”  With this in mind, I would approach this employee with the information about his poor performance. 

        In anticipating the response of the employee to be defensive and hostile, it would be good to be prepared for it.  The best preparation for such a response would be to continue to stay firm, but offer avenues of recourse for the employee.  For example, suggesting counseling services available through the work healthcare program, if the employee is having personal issues leading to his behavior.  Perhaps, the employee feels that he just cannot work in the environment with another co-worker.  In this case, I would be prepared to offer employment services that are available to him.  If it turns out that the employee has no known fixable reason for his behavior I would firmly state that the behavior cannot continue.  I would inform the employee that the results of the meeting have been documented and unless his behavior changes I will have to terminate his employment. 

       The conflict management technique that I would use in this situation would be the Stop, Think, Listen, and Communicate (S-TLC) system (Ruth Ann Abigail & Dudley Cahn 2011).  The guidelines of this communication technique can help a person to stay focused during confrontation.  This system also helps with determining issues and answers from the confrontation by using the listening skill.  Some of the other communication techniques that are used in this scenario are direct communication, clear communication, research, and documentation.  Another communication skill that could be utilized would be the use of the win-win scenario.  In any conflict situation it is important to attempt to get to an end result that will make both parties feel that they have won.  My overall goal from the confrontation with the employee would be for me to gain an employee that performed well.  As well, I would want the employee to be satisfied with his work environment.  Conflict management techniques are a necessary ingredient for any successful manager.  

Works Cited

Abigail, R.A., & Cahn, D. (2011).  Managing Conflict through Communications. 4^th ed. Pearson Education. Allyn & Bacon. New York. 

Gaston, Judith Y, & Sherman, Marc D. (1993, April). You can prepare employees for termination.
Supervisory Management, 38(4), 5.


Maynard, Roberta. (1994, May). Avoiding worker violence over terminations. Nation's Business, 82
(5), 13.

Media Technology

         There are many different forms of media technology available to the general public.  Some are older forms of tools, such as the newspaper.  The newspaper provides people with a valuable and informative service.   The newspaper can provide in depth reporting for the target audience with more information than other forms of media tools.  Newspapers are generally more cost effective than other forms of media tools.  Many elderly people prefer to learn about what is going in the world through newspaper reading.  However, younger people may use the newspaper to find a job or learn about local sports.  Business men may use the newspaper to keep an eye on stocks.  The target audience for the newspaper can vary greatly depending on the sought after information.  Government agencies use the newspaper to announce special health events such as a public flu-shot clinic, for example.  The newspaper can also provide special information for sales events.  The target audience that might look for local sales would be the person that does the shopping for the household.  The newspaper gives many people needed information at a fraction of the cost compared to television or magazine advertising.  As with most media tools the general purpose of the newspaper is to provide valuable information or a persuasive message to the target audience.  An effective newspaper article, informative posting, or advertisement will capture the reader’s attention.

         The radio is a valuable media tool; it can function as entertainment and informational purpose.  Radio has evolved over the years to fit the needs of the audience.  Initially, radio was used as the main entertainment for families before television replaced that purpose.  Now radio is used as a base for informative purposes such as local weather, sports, and news.  Radio reaches people that other media formats cannot because it does not require a person’s full attention.  Through radio advertisements and announcements social interactions come about.  Although, radio consists of music it can also reach other audiences through talk radio programs.  Many audiences will turn to the radio for music or entertainment reasons, but they also like the usable information that they find from the radio.  According to John Lannon (2008) “Usable information connects with an audience by recognizing its unique background, needs, and preferences” (p. 27).  The radio can offer valuable information to people and at the same time allow them to do other tasks.  The radio can offer companionship for people because it offers information and entertainment on a more personalized local level than other media tools do.  The radio can also offer information and entertainment on a more culturally personalized level.  Some radio stations offer material directly related to race and culture.  The radio offers low cost localized programming to meet the target audience’s needs.  Announcements and advertisements on the radio can motivate the listener to take a desired action.  The radio proves to be an effective media tool.

         Unlike newspaper or radio, television is something you can see and hear at the same time.  This form of media has the ability to keep a person’s attention for long periods of time.  Television media offers a sort of stimuli that reaches many audiences.  The main purpose that television serves is for entertainment and information.  However, television can serve a companionship purpose too.  Many audiences choose television to watch programs that they can identify with.  The wide array of programming allows for the personalization of programming and advertising focused towards specific audiences.  Television is one of the more expensive forms of media tools available, but it does reach more people because of its entertainment value and availability.  Unlike the computer, one television can be used by multiple people at one time and it can keep the interest of these people for extended periods of time.  Through programming the television can build and maintain an audience.  Other forms of media tools are also capeable of building in maintaining audiences, but they do not offer the same type of entertainment value as that of the television.  The moving picture gives a new dimension to possibilities of the attention span.  Being able to hear and see the other people on the television creates a feeling of actually being present in the room with the characters.  Through television people are able to relate to the message or information being sent.  The target audiences vary greatly for television, so most of the consideration for the audience depends upon the programming.  

        The internet is the newest of technological media.  The internet offers valuable information of all kinds and can seriously reduce the amount of trips one takes to a library.  The internet allows people to find specialized information and socialize on a global or local scale. The internet has been labeled Information Technology (IT), but it also serves as an entertainment, business, and socialization network.  The different media formats used based on the internet reach a significant amount of people worldwide.  The internet can connect people all over the world.  In general, older audiences use the internet for information purposes, younger audiences use it for socialization purposes, and organizations use it for business purposes.   Many people turn to the internet for information purposes.  As Lannon states “Because your audience knows less than you, it will have questions” (p27).  The internet can provide countless amounts of information like, directions to an unfamiliar address to finding out when a friend gave birth to her baby.  The internet has also served a purpose in generating less use of paper worldwide.  The internet is used for learning and instructional purposes.  From a business sense the internet provides a great communicative tool for interaction and awareness.  Social site on the internet are fast becoming a tool that allow people to stay close and keep in touch.  These sites are also used for things like dating, job searching, and event planning.  The internet offers a tremendous amount of information to a massive audience.  

Lannon, J. (2008).  Technical communication.  11^th ed.  Published by Longman A Pearson Education

 Company.  New York. 

Communication

Communication is an important part of daily life.  The ability to communicate effectively has caused our society to grow and advance in vital ways.  According to Dolores Freemont (2011) the Communication Theory entails the following essential principals that help to make communication effective.  The first principals of the Communication Theory are: knowing your audience, your purpose, and your topic.  According to John Lannon (2008) “A document’s usability is a measure of how well that document fulfills the information needs of its audience” (p. 26).  In other words, the message that is being sent needs to correctly reach the receiver to ensure success.  The next step in the Communication Theory is to anticipate your audience’s objections.  By anticipating your audience’s objections you are able to complete the following steps of the Communication Theory, which are presenting a rounded picture of the topic and allowing you to achieve credibility with your audience.  Knowing the possibly objections of a topic presents a rounded picture that claims research as its backbone.  The next step in the theory, following through on what you say, also provides credibility to your message.  The final two steps in the theory are to communicate a little at a time and present the information in several different ways.  Communicating at a speed which allows the receiver to process the information is important if the message is to be received successfully.  Presenting this information in different ways allows the reader or audience to stay interested and focused on the topic. 

I have applied the Communication Theory principals to many aspects of my life, including my work, studies, and personal life.  These principals have allowed me to gain effective communication with the people around me.  For example, knowing my audience and my content has allowed me to stay focused, set a goal, and ultimately achieve that goal. 

Freemont, D. (2011). Ashford 2: - Week 1 – Instructor Guidance. COM480: Communication

             studies capstone. Ashford University. Retrieved November 10, 2011, from:

             http://classroom.ashford.edu. 

Lennon, J. (2008).  Technical communication.  (11^th ed.)  Ashford Custom. Pearson Custom

             Publishing: Longman.  New York.