管理溝通教學(英文版4版)題庫IM-Mgt-Comm-4e-Chapt-07

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Technology

Chapter7

“Technologyisatwo-edgedswordwiththepotentialtomakeusmoreproductive,

ortodrainawayourtime.”

LifeintheDigitalAge

It’squicker,cheaperandeasiertoshipelectrons(asine-mailattachments)thanitistoshipatomsandmolecules(asinFedExovernightpackages).

Thewayweworkandlivehaschanged.Wecanfindanyonewithacellphoneorpersonalcomputerinamatterofseconds.

SincetheadventofPC’sjustover25yearsago,morethanabillionhavesoldworldwide.

By2002,morethan60percentofallU.S.householdshadatleastonepersonalcomputer,comparedwith99percentwhoownatelevision.

CommunicatingDigitally

Themeansofproductionarenowinourminds,inourhands,andonourdesktops.

Foralloftheadvantageswhichthisnewtechnologybringstoourhomes,ourbusinesses,andourlives,therearecomplications.

Thereisnolongeradistinctionbetweenworkandhome.

Employeeabuseofcorporate-ownede-mailandInternetaccesscostsU.S.companies$54billioneachyear.

Managersrelyonfewernonverbalandvisualcuestogathermeaningduetoworkingacrosstimezonesandwithgeographicallydispersedgroupsandteams.

ManagingElectronicMail

Ifyouhaveaproblem,admitit.Whitecollarworkerswasteanaverageofthreehoursaweeksortingthroughjunkmail.Ifyouspendmoretimethanthat,youhaveaproblem.

B. Sendless.Getless.Ifyousendlesse-mailyou’llreducethevolumeofreturnmailinyourinbox.

C. Escapetheendlessreplyloop.Finishamessagewith“Noreplyneeded,”orfollowarequestwith“Thanksinadvance.”

Checkthe“To”fieldbeforeyouclick“Send.”

Don’tcopytheworld.Thinktwiceaboutthepeopleyouputonyour“cc”list.

Pickasubject,(almost)anysubject.Craftingarelevantsubjectlinewillpromptpeopletoopenyourmessagesandactonthemquickly.

Thinkbeforereplying.Ifyourespondtoe-mailmessagesimmediately,youestablishtheexpectationinyourreaders’mindsthatyouwillalwaysrespondquickly.

Thinkagainbeforereplying.Ifyou’reangry,upset,orirritatedatsomethingyou’vejustreadinane-mailmessage,giveyourselfaday–oratleastafewhours–tocooldownbeforeresponding.Youmayendupsayingsomethingyou’llregret.

Becarefulwithcriticism.E-maileliminatesvirtuallyalloftheimportantnonverbalcueswe’reaccustomedtoseeingandhearingaswejudgeamessagesender’sintent.

Handleeachmessagejustonce.Ifit’sunimportantorirrelevant,hitthedeletekey.Fileeachmessageyouwanttokeepinafolderasitcomesin.

Don’tcheckyoure-mailconstantly.

Don’tignoretheconventionsofcorrespondence.Youshouldnotwritetopeopleinalllowercaseletters,ignorepunctuation,orabandonconventionalspelling.

Avoidabbreviationsandcyberjargon.Youcan’tassumeeveryoneisfamiliarwiththeendlessacronymscirculatingoutthere.

Trytokeepmessagesundertwoorthreeparagraphs.

MakeURLsUseful.

Becautiousaboutattachments.Don’tattachdocuments,pictures,orspreadsheetstoyourmessagesunlessyou’recertaintherecipientwantsorneedstoseethem.

Includeasignaturefile.

Checkyourtime/datestamp.

Gethelpwhenyouneedit.

PrivacyandWorkplaceMonitoring

WhyDoEmployersMonitor?

Security.Everybusinesshasinformationthatitwantskeptconfidential.

2. Productivity.Morethanone-thirdofalllostproductivityisattributedtoInternetabuseatwork.

Protection.Manycompaniesfacedwithcostlylawsuitsaremonitoringe-mail,voicemail,andothercommunicationsystemstouncoveranddisciplineworkerswhoharassorintimidateothersintheworkplace.

IndustryRegulation.Stateandfederalregulatoryagencieshavepublishednumerousrulesrequiringbusinessesofmanysortstohangontoalloftheire-mail,justastheywouldretaintheirpaper-basedcorrespondence.

DoesanEmployeeHaveaRighttoPrivacy?

1. Nofederallawcoversallaspectsofanemployee’srighttoprivacyonthejob.Instead,apatchworkoffederalandstatelawsregulateseverythingfromelectronicmonitoringtovisualsurveillance,drugtestingandlockersearches.

Employeesreallydonothavearightofprivacyine-mailcommunicationontheiremployer’ssystem,unlesstheemployeractsinamannergivingrisetoareasonableexpectationofprivacy.

TheElectronicCommunicationPrivacyActof1986,asamended,protectse-mailmessagesfrominterceptionbyanddisclosuretothirdparties.

EmployerRights.Anemployerhastheright:

Tointerceptandreviewe-mailmessagesgenerated,transmitted,stored,orreceivedonacompany-ownedorleasedsystem;

Toconductane-mailaudittodeterminehowthesystemisbeingused,when,andunderwhatconditions,forwhatpurposes,andbywhom;

Todisclosecertaine-mailcontenttothirdpartiesifanappropriateauthority(postmasterorsystemadministrator)suspectsordiscoversillegalorunauthorizeduse;

Torequireemployeetrainingine-mailsystemuse;

Toreceiveemployeeacknowledgmentoftrainingandunderstandingofe-mailsystempolicyguidelines,restrictions,andlimitations.

EmployerExpectations.Anemployermayreasonablyexpect:

Thatcompany-ownede-mailsystemswillbeusedprincipallyorexclusivelyforofficialbusinesspurposes;

Thatemployeeswillnotusecompany-ownede-mailsystemsforprofit,privategain,orpersonallyownedbusinesses;

Thatemployeeswillnotusecompany-ownedsystemsforillegalpurposes;

Thatemployeeswillnotusecompany-ownedsystemsforunauthorizeddisclosureofproprietarydataorconfidentialinformation;

Thatemployeeswillnotusecompany-ownedsystemstosendinappropriatemessages,includingrudeordiscourteousmessages,sexuallyharassingmessages,sexistorracistlanguage,profanelanguage,obscenelanguageorgraphicimagesorcorrespondwithunauthorizedaddresses.

CanmyEmployerListentoMyPhoneCallsatWork?

Employersmaymonitorcallswithclientsorcustomersfortrainingpurposestoassurequalitycontrol.

Federallaw,whichregulatesphonecallswithpeopleoutsidethestatedoesnotallowunannouncedmonitoringforbusiness-relatedcalls.

UnderFederallaw,whenanemployerrealizesacallispersonal,heorshemustimmediatelystopmonitoringthecall.

CanmyEmployerObtainaRecordofMyPhoneCalls?

1. Telephonenumbersdialedfromphoneextensionscanberecordedbypenregisters.Itallowsanemployertoseealistofphonenumbersdialedbyyourextensionandthelengthofeachcall.

2. Anewprogrammingconceptcalled“presenceawareness”isabletodeterminewhetheraPC,cellphoneorwirelessdeviceisturnedonorinuse.

CanmyEmployerWatchmyComputerTerminalWhileIWork?

Sinceyouremployerownsthecomputernetworkandterminals,heorsheisfreetousethemtomonitoremployees.

Unioncontractsmaylimitanemployer’srighttomonitor.

WhatSortofThingsCanTheyMonitor?

Veryinexpensivesoftwareandeasy-to-operatehardwaremakeitpossible

foralmostanyemployertoknowwhohascompany-providedInternetaccess,who’sonline,whatthey’rewatching,howoften,andforhowlong.

Newsoftwarewillnowpermitanemployertofollowwhat’shappeningoneachemployee’scomputerscreen.

HowCanITellIfIamBeingMonitored?

Mostcomputermonitoringequipmentallowsemployeestomonitorwithoutanemployee’sknowledge.

Someemployersnotifytheirworkersthatmonitoringtakesplace.Ifyouknowthey’rewatching,you’remorelikelytobehaveyourself.

IsMyVoiceMailPrivate?

VoiceMailande-mailareregardedasbeingnearlythesameintheeyesofthelaw.

Thetelephones,switchingequipment,andthecomputerharddrivesonwhichthevoicemailisstoredarethepropertyofthecompany,andthecompanycanaccess,store,andlistentoanyone’svoicemail.

IsThereAnyWayICanKeepMyE-mailandotherWorkPrivate?

Yes,butanemployermayforbidit.

Youcouldencryptapersonale-mailmessagebeforeyousendit.

CanInstantMessagesbeMonitored?

AnemployercanmonitorjustaboutanythingincludingAOLInstant

Messenger.

Manycorporationshavebroughtinstantmessagingintotheofficetomakesmallgroupsandteamsmoreeffective.

TheInternetandOnlineBehavior

Asurveyofcollegestudentsacrossthecountryfoundthat86percentusetheInternet,comparedwithjust59percentoftheoverallU.S.population.

AnothersurveyrevealedthefollowingabouttheiruseoftheInternet.

Theoverwhelmingmajorityofthesestudentsareonlineseveraltimesormoreeachday.

Thevastmajorityareonlineonlyforafewminutesatatime.

ThereareverydifferentreasonsforusingtheInternet.

TheInternethasbecomecentraltothewaycollegestudentsconductresearchfortheircourses;communicatewiththeirprofessors,friends,andfamily,andgatherinformationabouteverythingfromsportstothestockmarketandtheweather.

EtiquetteandOfficeElectronics

Cellphones

Turnthemoffwhiledriving.

Turnthemoffwhileinanylocationwherepeopleexpectsomemeasureofprivacyandquiet.

Don’tassumethosearoundyouareinterestedinhearingyourconversation.

Don’tassumethatbecauseyouremployeesownacellphonethattheyareavailabletotalkbusiness24hoursaday,7daysaweek.

VoiceMail

Keepyouroutgoingmessagebrief.

Oneoutgoingmessageisfineunlessyouplantobegoneforaweek.

Tellpeoplehowtogetpasttheoutgoingmessage.

Whenleavingavoicemailmessage,identifyyourself,giveyourcallbacknumber,andexplainbrieflywhyyou’recalling.

Don’tlistentoyourvoicemailmessagesonthespeakerphone.

E-Mail

Don’tsende-mailsthatmakeangrydemands.

Don’twasterecipientstimewiththelatest“jokesdujour.”

Don’torderpeopletovisityourwebpage.

Don’twritetoanyoneinalllowercaselettersorshoutatyourreadersinallcapitalletters.

5. Don’teverinsult,malign,harassordemeanyourreadersoranyoneelseinthosee-mailmessagesyouwrite.

Includeasalutation,complimentarycloseand–inthefirstparagraphortwo–astatementofpurpose.

WorkingVirtually

Advantages

Cost–payinglessforofficespaceandemployeesupport;

Productivity–reducedabsenteeismandincreasedemployeeretention;

Access–toitsownemployeesatunusualtimesandplaces;

Disadvantages

1. Costs–initialoutlaytopurchaseequipmentcanbesignificant;

Technology–concernsaboutprovidingtechnicalsupporttoremoteworkers;

Culture–telecommutersmaynotbegiventhesameopportunitiesfortraining,advancement,orpromotion;

People–manytakeprideintheiroffice,enjoysocializingandinteractingwiththeirco-workersandcolleaguesandfindtheclimateintheirworklocationsenergizingandinspiring;

Teleconferencing

PlanningaTeleconference

Identifythepurposeofyourteleconferencingmeeting.

Identifythepersonwhowillchairthemeeting.

Plantheagenda.

Distributetheagenda.

Scheduletheteleconference.

Confirmtheteleconferencewiththeparticipants.

Shareimportantresourcematerialswithparticipants.

ConductingaTeleconference

Gettotheconferencesiteearly.

Watchwhatyouwear.

Actasifpeoplearewatchingyou.

Startontime.

Takecontroloftheconference.

Askparticipantstointroducethemselvesasyoubegin.

Jotdownpeople’snamesandlocations.

Askparticipantstoidentif