As with most professions, there are a wide-range of organizations which offer support to Communication Professionals. Through annual conferences and lively Internet discussion boards, mentoring programs and scholarships, even job postings and career advice, these groups can prove an invaluable resource.
Whether you are just now considering a career in communications or are a grizzled veteran of the journalistic trenches, the following is a sampling that may be of interest:
The American Communication Association (ACA): Founded in 1993, the ACA is a non-profit organization geared toward promoting the use of new technologies for the purpose of facilitating instruction, research and criticism. Comprised of academics and professionals interested in the study of communication, membership in the organization is free, and most dialogue takes place through an on-line discussion group.
The American Medical Writers Association (AMWA): The self-proclaimed leading professional organization for editors, writers, and various other communicators connected to the world of medicine, the AMWA was founded in 1940 and is dedicated to the promotion of excellence in medical communication, along with supplying the educational means with which to achieve their goal. Consisting of more than 5600 members in over 30 countries, the AMWA hosts an annual conference, and publishes a quarterly, peer-reviewed journal.
The Association of Health Care Journalists (AHCJ): With a membership of more than 1,000, the AHCJ is a non-profit, independent organization dedicated to improving the accuracy, quality, and visibility of health care writing, reporting, and editing. Formed by two reporters in 1997, the AHCJ sponsors an annual award dedicated to excellence in health care reporting, and supports a fellowship program aimed at assisting journalists in better understanding local and federal health care systems.
The International Association of Business Communicators (IABC): Founded in 1970, the IABC provides support to a network of 15,000 communication professionals in over 80 countries; the association’s members hold positions across a wide range of professions, including public relations, governmental affairs, human resources, and advertising. The IABC provides educational opportunities for its members through a series of conferences, along with multiple publications and on-line resources, and recognizes excellence in leadership, creativity, and strategic management through its annual Gold Quill Award.
The Society of Professional Journalists (SPJ): Aimed at protecting and preserving journalism and the First Amendment guarantee of freedom of speech, the SPJ boasts about 9,000 members and was founded in 1909 at DePauw University as a journalistic fraternity. Through an annual convention, along with a series of internships, scholarships, and fellowships, the SPJ seeks to encourage excellence and diversity in journalism, and promote a climate in which journalistic integrity can flourish.
Sunday, June 27, 2010
Monday, June 14, 2010
Encouraging Performance Improvement
Scenario: 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.
As a manager, delivering feedback and building and maintaining positive relationships is one of the most important aspects of your job. Your direct reports depend on you for guidance and leadership. When things are going well, the results are typically very rewarding. When things aren't going so well - as outlined in our hypothetical example above - a good leader will rise to the challenge and attempt to set things right.
When confronted with a potentially damaging situation such as the one being discussed here, my first course of action is to try to gather the facts surrounding the grievances. In this instance, given that there have been complaints by both customers and co-workers, it seems likely that there is validity to the accusations. Nonetheless, it is important to understand what alleged transgressions have occurred in order to fully and correctly approach the situation. To that end, I would analyze the customer and co-worker complaints to determine if a pattern emerges. Has the employee's work always been substandard, or this a new phenomenon, and has anything about the job responsibilities changed recently?
Once I had conducted the appropriate research, I would sit down with the employee, and calmly and rationally explain my concerns, without any hint of accusation. (Note: Without wanting to create an environment that appeared adversarial, I may have a third party, e.g. a representative from Human Resources, present during the discussion.) In order to properly address the situation, I need to understand the root causes behind the employee's behavior. By some accounts, nearly two-thirds of performance-related problems occur as a result of strained relationships among employees ("Workforce Conflict"). Ultimately, it needs to be determined whether the employee's behavior is a result of other stresses in the workplace, or the cause of it? Are there other factors outside of the job that are causing the decline in performance? Does the employee recognize that their work has been suffering as of late?
Creating a hostile work environment is unacceptable, however. And while certainly taking the time to actively listen to the employee's response to my concerns, I would make clear in no uncertain terms that their confrontational behavior must cease, or they run the risk of further disciplinary action, up to and including termination. Nevertheless, I would also make clear that my main goal would be to improve the employee's attitude - and hopefully performance - and that if they sought the same outcome, I would do everything in my power to be of assistance.
Managers tend to avoid confrontation when it comes to dealing with performance issues. Delivering bad news is usually about 43rd on the to-do list. Likewise, people generally don't like to receive criticism, so they often react poorly, sometimes lashing out at the messenger. In my experience, the retort from an employee on the receiving end of this type of conversation typically mirrors the delivery. Overtly negative comments made by the manager are often met with the same from the employee. As such, it is crucial to deliver feedback constructively - yet firmly - which is more likely to encourage the employee to take responsibility for their actions, along with encouraging their buy-in on the proposed solution. “Offer consistent feedback to all employees, and if correction action is necessary, encourage employees to take such action as a way to assist them in their goals to move forward in the company (Xavier, 2002, p. 41).
Finally, I would place the employee on a Performance Improvement Plan (PIP), clearly outlining my specific expectations along with a timeline for which to meet those expectations, which will be attainable and measurable. Along the way toward achieving our agreed upon goals, I would schedule time to meet with the employee one-on-one to discuss - and recognize - their successes, along with identifying areas which still need further development. To be effective, feedback needs to be two-way, engaging, responsive, and directed toward a desired outcome (Lawrence & Wiswell, 1995, p. 49). To that end, I would ensure that the employee understands that only together will we fully and completely rectify the situation that brought us to this point, and that my success as a manager is tied directly to their accomplishments and development.
References
Lawrence, H. V, Wiswell, A. K. (1995, July). Feedback is a two-way street. Training & Development, 49(7), 49. Retrieved March 15, 2009, from ABI/INFORM Global database.
Xavier, Stephen. (2002). Clear communications and feedback can improve manager and employee effectiveness. Employment Relations Today, 29(2), 33-41. Retrieved March 15, 2009, from ABI/INFORM Global database.
Workforce Conflict Resolution (n.d.). Business Performance Improvement Resource. Retrieved June 12, 2010, from www.bpir.com/workplace-conflict-resolution-bpir.com/menu-id-1/expert-opinion.html
As a manager, delivering feedback and building and maintaining positive relationships is one of the most important aspects of your job. Your direct reports depend on you for guidance and leadership. When things are going well, the results are typically very rewarding. When things aren't going so well - as outlined in our hypothetical example above - a good leader will rise to the challenge and attempt to set things right.
When confronted with a potentially damaging situation such as the one being discussed here, my first course of action is to try to gather the facts surrounding the grievances. In this instance, given that there have been complaints by both customers and co-workers, it seems likely that there is validity to the accusations. Nonetheless, it is important to understand what alleged transgressions have occurred in order to fully and correctly approach the situation. To that end, I would analyze the customer and co-worker complaints to determine if a pattern emerges. Has the employee's work always been substandard, or this a new phenomenon, and has anything about the job responsibilities changed recently?
Once I had conducted the appropriate research, I would sit down with the employee, and calmly and rationally explain my concerns, without any hint of accusation. (Note: Without wanting to create an environment that appeared adversarial, I may have a third party, e.g. a representative from Human Resources, present during the discussion.) In order to properly address the situation, I need to understand the root causes behind the employee's behavior. By some accounts, nearly two-thirds of performance-related problems occur as a result of strained relationships among employees ("Workforce Conflict"). Ultimately, it needs to be determined whether the employee's behavior is a result of other stresses in the workplace, or the cause of it? Are there other factors outside of the job that are causing the decline in performance? Does the employee recognize that their work has been suffering as of late?
Creating a hostile work environment is unacceptable, however. And while certainly taking the time to actively listen to the employee's response to my concerns, I would make clear in no uncertain terms that their confrontational behavior must cease, or they run the risk of further disciplinary action, up to and including termination. Nevertheless, I would also make clear that my main goal would be to improve the employee's attitude - and hopefully performance - and that if they sought the same outcome, I would do everything in my power to be of assistance.
Managers tend to avoid confrontation when it comes to dealing with performance issues. Delivering bad news is usually about 43rd on the to-do list. Likewise, people generally don't like to receive criticism, so they often react poorly, sometimes lashing out at the messenger. In my experience, the retort from an employee on the receiving end of this type of conversation typically mirrors the delivery. Overtly negative comments made by the manager are often met with the same from the employee. As such, it is crucial to deliver feedback constructively - yet firmly - which is more likely to encourage the employee to take responsibility for their actions, along with encouraging their buy-in on the proposed solution. “Offer consistent feedback to all employees, and if correction action is necessary, encourage employees to take such action as a way to assist them in their goals to move forward in the company (Xavier, 2002, p. 41).
Finally, I would place the employee on a Performance Improvement Plan (PIP), clearly outlining my specific expectations along with a timeline for which to meet those expectations, which will be attainable and measurable. Along the way toward achieving our agreed upon goals, I would schedule time to meet with the employee one-on-one to discuss - and recognize - their successes, along with identifying areas which still need further development. To be effective, feedback needs to be two-way, engaging, responsive, and directed toward a desired outcome (Lawrence & Wiswell, 1995, p. 49). To that end, I would ensure that the employee understands that only together will we fully and completely rectify the situation that brought us to this point, and that my success as a manager is tied directly to their accomplishments and development.
References
Lawrence, H. V, Wiswell, A. K. (1995, July). Feedback is a two-way street. Training & Development, 49(7), 49. Retrieved March 15, 2009, from ABI/INFORM Global database.
Xavier, Stephen. (2002). Clear communications and feedback can improve manager and employee effectiveness. Employment Relations Today, 29(2), 33-41. Retrieved March 15, 2009, from ABI/INFORM Global database.
Workforce Conflict Resolution (n.d.). Business Performance Improvement Resource. Retrieved June 12, 2010, from www.bpir.com/workplace-conflict-resolution-bpir.com/menu-id-1/expert-opinion.html
Sunday, June 6, 2010
The Race To Embrace Technology
Keeping up with the latest technology is a daunting task. It can sometimes seems as though a new gadget or update to an existing device is made available on a daily basis. Seconds after returning home from purchasing the latest and greatest model, you relax only to find out it has been replaced with version 2.0. Right now, for example, speculation is running rampant about this week's unveiling of the new iPhone at Apple's Worldwide Developers Conference.
The techno-Joneses may often be one step ahead, but let's a take a look back at four media technologies that have helped fuel the information revolution:
THE INTERNET
No doubt the granddaddy of them all, the Internet has truly changed global communication in nearly every sense of the word. This world-wide series of tubes has allows people from far-reaching places to connect in a way never thought previously possible.
Ultimately born out of the Department of Defense's ARPANET initiative of the late 60s, the Internet has changed nearly every facet of our lives. The way we do business, the way we gather information, the way we learn, it has all been influenced by the phenomenon. By some accounts, over 25 percent of the world's population has spent time surfing the Net, including nearly 765 million people in Asia alone; In the United States, over three-quarters of us are on-line.
For many businesses, the rise of the Internet has been both a blessing and a curse. While it certainly has the potential to increase productivity in some respects, for employers that enhanced efficiency must be balanced with the prospect of workers illegally downloading copyrighted material, the risk of infecting the corporate network with damaging viruses, and even the electronic harassment of others.
On another level, some observers view the informal method of communication that has developed on-line (think e-mail, instant messaging) as having a growing impact on the misuse of language in educational settings. Still others just worry it is making us dumb, period.
Nevertheless, for all of the possible negative repercussions that the Internet has brought, the positives will ultimately prevail. In a world fraught with injustice, the plight of the few can be brought to light for the many with the click of mouse. The ability for artists - musicians, painters, writers - to share with the world their works to an audience once only available to the few. The possibility to debate - and learn - from others half-way about the globe. Yes, the Internet may have brought us this, but is has also opened up a world that didn't previously exist.
SOCIAL NETWORKING SITES
Powered by the Internet, social interaction has changed dramatically as well. Taking the communication that used to happen between friends, family and colleagues in real-world physical environments and turning it on its digitized ear, social networking sites have become some of the Internet's most popular destinations.
Dating back to the early pre-browser days of on-line bulletin boards, today's social networking sites allow users to reconnect with old friends, find new acquaintances with similar interests, and even search for the love of your life. One of the most popular destinations on the Internet that was originally designed to allow college students to interact, Facebook now boasts over 400 million active users, 70 percent of whom are located outside of the United States.
One university study suggests that the use of social networking sites by students actually helps prepare them for life after graduation by teaching the networking skills necessary for a successful career, and further found that spending time on the sites is increasing the technical proficiency of low-income students.
However, concerns do exist as well about the privacy of information being shared by users on social networking sites, and a recent survey found that many young people are becoming increasingly leery that the type of information they have shared on such sites may end up causing them harm as they enter into the realm of adulthood and seek to find work after college. And despite the diverse population available with which to connect on-line, research suggests that these sites often function to support the maintenance of pre-existing social networks.
Yet others believe that social networking sites may actually serve as a window of opportunity when disaster strikes, allowing for faster transfer of information than traditional media and the ability for users to share information and knowledge regardless of geographic location.
As member of multiple social networking sites, I do enjoy the connection with old classmates, and friends in far away places. And recently my association with the business site LinkedIn led to a job interview, which otherwise is unlikely to have happened. Still, there are times they are a little much. (No, Tom, I'm not that interested in how you spent every single waking minute over the past four days.) But, just like with any other medium . . . there is always something else on.
MOBILE COMMUNICATION DEVICES
It seems today when we aren't physically planted in front of a computer, we are nonetheless tied to a miniature version, often in the form of a cell phone or a personal digital assistant. In a twist that Bell is unlikely to have seen coming, these new devices - often referred to as "smart" phones - allow the user to be connected 24/7. Web surfing, streaming video, music libraries, text messaging. With all of the capabilities available, it would be an honest mistake to actually forget that these devices can be used to place a phone call from one person to another.
Far from the enormous and bulky cell phones that cause snickers when seen in old movies or television shows (the first cell call was publicly placed on the streets of New York City in 1973 on a phone weighing 2.5 pounds), today's cell phones and personal digital assistants truly are miniaturized versions of our desktop and laptop computers, and are far more ubiquitous. A 2009 report by the United Nations found that there were an estimated 4.1 billion active cell phone subscriptions, which equates to nearly 60 percent of the world's population. In the United States, 25 percent of households are choosing a cell phone exclusively over the more traditional land lines.
Personally, I spent years resisting the purchase of a cell phone. The thought of being accessible to anyone, at any time, was a little unnerving - especially when it came to work. I figured my employer owned enough of me, without being on call round the clock. Like most people, however, I ultimately took the plunge and have survived. In fact, looking back it probably would have come in handy that day I got stranded on the Interstate . . .
TELECONFERENCING
Finally, the ability to rely on various teleconferencing options has significantly impacted the world of business. Conferencing together multiple people from around the globe to share ideas, discuss strategies and dissect results has transformed the notion of a workplace.
Video conferencing, Netmeetings, and Webinars - real-time discussions or instructional seminars connected via a Web interface - have joined traditional telephone conference calls for many of us. In my workplace, for example, co-workers are now not only in the next office, but in the next county, state, and even country. Not only does such technology allow for ease of access to people in different geographic locations, but it has the potential to bring together individuals from various cultural backgrounds, thereby encouraging a more diverse dialogue.
As a result of these technologies (along with the impact of the recession) more organizations are also relying on telecommuters, employees who work from home and are virtually - if not physically - connected to their peers. By some estimates, the number of people telecommuting will reach 60 million by 2016. Relying on the various conferencing options has impacted business travel as well, as more and more companies realize that sending someone halfway around the world for a business trip isn't the most cost-effective, or always the most productive, approach. In my previous organization, nearly all non-essential travel was eliminated and we relied almost exclusively on teleconference and web broadcasts.
This technology has even made its way into the realm of personal use. The Luxembourg-based Skype service allows users to place video calls to their friends and family regardless of location, using just a high-speed Internet connection. And more recently, nearly five million people are said to have downloaded the Skype Web telephony application for their iPhones.
Oh yeah, about that new iPhone . . . what are the odds it's going to be able to clean my house?
The techno-Joneses may often be one step ahead, but let's a take a look back at four media technologies that have helped fuel the information revolution:
THE INTERNET
No doubt the granddaddy of them all, the Internet has truly changed global communication in nearly every sense of the word. This world-wide series of tubes has allows people from far-reaching places to connect in a way never thought previously possible.
Ultimately born out of the Department of Defense's ARPANET initiative of the late 60s, the Internet has changed nearly every facet of our lives. The way we do business, the way we gather information, the way we learn, it has all been influenced by the phenomenon. By some accounts, over 25 percent of the world's population has spent time surfing the Net, including nearly 765 million people in Asia alone; In the United States, over three-quarters of us are on-line.
For many businesses, the rise of the Internet has been both a blessing and a curse. While it certainly has the potential to increase productivity in some respects, for employers that enhanced efficiency must be balanced with the prospect of workers illegally downloading copyrighted material, the risk of infecting the corporate network with damaging viruses, and even the electronic harassment of others.
On another level, some observers view the informal method of communication that has developed on-line (think e-mail, instant messaging) as having a growing impact on the misuse of language in educational settings. Still others just worry it is making us dumb, period.
Nevertheless, for all of the possible negative repercussions that the Internet has brought, the positives will ultimately prevail. In a world fraught with injustice, the plight of the few can be brought to light for the many with the click of mouse. The ability for artists - musicians, painters, writers - to share with the world their works to an audience once only available to the few. The possibility to debate - and learn - from others half-way about the globe. Yes, the Internet may have brought us this, but is has also opened up a world that didn't previously exist.
SOCIAL NETWORKING SITES
Powered by the Internet, social interaction has changed dramatically as well. Taking the communication that used to happen between friends, family and colleagues in real-world physical environments and turning it on its digitized ear, social networking sites have become some of the Internet's most popular destinations.
Dating back to the early pre-browser days of on-line bulletin boards, today's social networking sites allow users to reconnect with old friends, find new acquaintances with similar interests, and even search for the love of your life. One of the most popular destinations on the Internet that was originally designed to allow college students to interact, Facebook now boasts over 400 million active users, 70 percent of whom are located outside of the United States.
One university study suggests that the use of social networking sites by students actually helps prepare them for life after graduation by teaching the networking skills necessary for a successful career, and further found that spending time on the sites is increasing the technical proficiency of low-income students.
However, concerns do exist as well about the privacy of information being shared by users on social networking sites, and a recent survey found that many young people are becoming increasingly leery that the type of information they have shared on such sites may end up causing them harm as they enter into the realm of adulthood and seek to find work after college. And despite the diverse population available with which to connect on-line, research suggests that these sites often function to support the maintenance of pre-existing social networks.
Yet others believe that social networking sites may actually serve as a window of opportunity when disaster strikes, allowing for faster transfer of information than traditional media and the ability for users to share information and knowledge regardless of geographic location.
As member of multiple social networking sites, I do enjoy the connection with old classmates, and friends in far away places. And recently my association with the business site LinkedIn led to a job interview, which otherwise is unlikely to have happened. Still, there are times they are a little much. (No, Tom, I'm not that interested in how you spent every single waking minute over the past four days.) But, just like with any other medium . . . there is always something else on.
MOBILE COMMUNICATION DEVICES
It seems today when we aren't physically planted in front of a computer, we are nonetheless tied to a miniature version, often in the form of a cell phone or a personal digital assistant. In a twist that Bell is unlikely to have seen coming, these new devices - often referred to as "smart" phones - allow the user to be connected 24/7. Web surfing, streaming video, music libraries, text messaging. With all of the capabilities available, it would be an honest mistake to actually forget that these devices can be used to place a phone call from one person to another.
Far from the enormous and bulky cell phones that cause snickers when seen in old movies or television shows (the first cell call was publicly placed on the streets of New York City in 1973 on a phone weighing 2.5 pounds), today's cell phones and personal digital assistants truly are miniaturized versions of our desktop and laptop computers, and are far more ubiquitous. A 2009 report by the United Nations found that there were an estimated 4.1 billion active cell phone subscriptions, which equates to nearly 60 percent of the world's population. In the United States, 25 percent of households are choosing a cell phone exclusively over the more traditional land lines.
Personally, I spent years resisting the purchase of a cell phone. The thought of being accessible to anyone, at any time, was a little unnerving - especially when it came to work. I figured my employer owned enough of me, without being on call round the clock. Like most people, however, I ultimately took the plunge and have survived. In fact, looking back it probably would have come in handy that day I got stranded on the Interstate . . .
TELECONFERENCING
Finally, the ability to rely on various teleconferencing options has significantly impacted the world of business. Conferencing together multiple people from around the globe to share ideas, discuss strategies and dissect results has transformed the notion of a workplace.
Video conferencing, Netmeetings, and Webinars - real-time discussions or instructional seminars connected via a Web interface - have joined traditional telephone conference calls for many of us. In my workplace, for example, co-workers are now not only in the next office, but in the next county, state, and even country. Not only does such technology allow for ease of access to people in different geographic locations, but it has the potential to bring together individuals from various cultural backgrounds, thereby encouraging a more diverse dialogue.
As a result of these technologies (along with the impact of the recession) more organizations are also relying on telecommuters, employees who work from home and are virtually - if not physically - connected to their peers. By some estimates, the number of people telecommuting will reach 60 million by 2016. Relying on the various conferencing options has impacted business travel as well, as more and more companies realize that sending someone halfway around the world for a business trip isn't the most cost-effective, or always the most productive, approach. In my previous organization, nearly all non-essential travel was eliminated and we relied almost exclusively on teleconference and web broadcasts.
This technology has even made its way into the realm of personal use. The Luxembourg-based Skype service allows users to place video calls to their friends and family regardless of location, using just a high-speed Internet connection. And more recently, nearly five million people are said to have downloaded the Skype Web telephony application for their iPhones.
Oh yeah, about that new iPhone . . . what are the odds it's going to be able to clean my house?
Monday, May 31, 2010
So, I was lucky enough to have the previous week off of work. Big plans were made. Spend some time up at our family lakehouse in Rhinelander - home of the Hodag! - take a quick day trip to Chicago. It was going to be great.
The moral of the story: Clearly I no longer possess the cat-like agility of my youth. But perhaps more importantly, that my communication skills still need some fine-tuning. Despite Brie's persuasive arguments that I should see a doctor - number one among them "your foot might be broken, you dolt" - I wasn't really practicing active listening. Or active thinking, apparently. And as my fellow students can attest, listening - really listening - is key to good communication. Not to mention, it turns out, making sound medical decisions.
Well, it turns out that a sprained ankle can be pretty painful. And purple. And the size of a softball.
A week later, when I had finally become convinced that my foot was in fact going to fall off, I saw a doctor.
"Why did you wait?" asked the very kind M.D. I unconvincingly muttered something about my extraordinary virility, receiving a wry smile in return. No broken bones, three x-rays confirmed. I'm now the proud owner of a brand new air cast.
A week later, when I had finally become convinced that my foot was in fact going to fall off, I saw a doctor.
"Why did you wait?" asked the very kind M.D. I unconvincingly muttered something about my extraordinary virility, receiving a wry smile in return. No broken bones, three x-rays confirmed. I'm now the proud owner of a brand new air cast.
Nonetheless, we did make it to The Northwoods. And despite my being hobbled, had a great time. Brie (the aforementioned better half) had a close encounter with a bald eagle, we met all of the town's newest Hodags, and thoroughly enjoyed the peace and quiet . . . aside from my occasional whimpering.
The moral of the story: Clearly I no longer possess the cat-like agility of my youth. But perhaps more importantly, that my communication skills still need some fine-tuning. Despite Brie's persuasive arguments that I should see a doctor - number one among them "your foot might be broken, you dolt" - I wasn't really practicing active listening. Or active thinking, apparently. And as my fellow students can attest, listening - really listening - is key to good communication. Not to mention, it turns out, making sound medical decisions.
Now, if you will excuse me, it's time to ice the softball.
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