Monthly Archives: September 2012

Practical Guidelines for Communicating Ethically at Work

by Dr. Laura Hills, President, Blue Pencil Institute (www.bluepencilinstitute.com)

Practicing ethicalshutterstock_9551143 communication at work isn’t always the easiest way to live. Often, you’ll find it easier to say nothing rather than to tell the truth. However, ethical communication means being truthful and upfront and saying what needs to be said, even when that’s difficult. Fabricating false information is clearly unethical, but so, too, is exaggerating or omitting important information that others need to know.

Ethical communication expresses care and respect for others. Everyone in your workplace deserves to be respected, regardless of the individual’s job, socioeconomic status, gender, race, age, or other characteristics. Communicate with others in ways that demonstrate that respect. And, don’t tolerate communication from others that degrades individuals and humanity through the expression of intolerance and hatred.

Career professionals who practice ethical communication also support others as they share information, opinions, and feelings. Be a person who supports diversity of perspective and freedom of expression in your workplace. Believe wholeheartedly that unethical communication threatens the well-being of others and the integrity of all communication in your workplace. Be a thoughtful listener and keep an open mind to those around you.

Badmouthing your employer or colleagues is unethical communication. Even after work hours, you need to be very careful about what you say about your employer and to whom. Avoid negative communication about your workplace in a public place where your conversation may be overheard. The most ethical behavior is to keep your thoughts to yourself or to address important matters directly with the individuals involved, at appropriate times, in an appropriate place, and in appropriate ways.

Finally, a career professional who communicates ethically maintains confidentiality. Once you’ve agreed to work in your profession or your place of business, you’ve also agreed to abide by certain policies and procedures for maintaining confidentiality. Breaching these rules, except with prior and appropriate permission and under very special circumstances, is unethical communication and carries with it severe consequences. You have an ethical duty not only to keep things confidential by not sharing them wrongfully, but also, to safeguard confidentiality by making sure you’re not overheard and by keeping documents from wandering eyes.  Be careful when handling confidential documents or computer files to ensure that others without need don’t have access to the information. Close doors, keep your voice low, and do whatever else you must do to ensure confidentiality.

What’s That You Say? Seven Tips for Active Listening

shutterstock_94885411By Dr. Laura Hills, President, Blue Pencil Institute, www.bluepencilinstitute.com

Most career professionals engage in conversation throughout much if not all of the day. Read the suggestions below for listening actively in conversation and then try to implement them when you converse with clients and colleagues later today or the next day you come to work. You may be surprised by the effort active listening requires, as well as by the positive results you achieve by listening actively.

1. Don’t listen only to yourself. Conversation is a way for two or more people to give and take ideas. It is not an opportunity to express your views without listening actively to others.

2. Listen carefully to questions you’re asked so you’re sure that you understand them completely before you give your answers. Ask the interrogator to rephrase or explain a question if you have any doubts about its meaning. Or, say this before you give your answer: “Let me see if I understand your question. You want to know (rephrase it).” Then let the other person agree or disagree with your interpretation of the question before you begin your answer.

3. Don’t engage in side conversation or other activities while someone you should be listening to is talking. Don’t multitask. Focus on listening.

4. Make it apparent that you are listening by facing the speaker and looking engaged. Don’t let your eyes or your attention wander. Force yourself to listen, even when it is difficult to do so.

5. Keep your mind open and flexible. However, continue to be critical of what the other person is saying. Don’t accept blindly whatever your speaking partner suggests. Look for the information that is missing from his or her argument, and also be alert to assumptions and opinions.

6. Look for hidden meanings. People may try to conceal their true thoughts from you. If you feel that someone is keeping the truth from you, ask, “Oh?” or “What do you mean?” in an even, non-threatening tone. Examples of clients’ comments that may have hidden meanings: “That’s pretty expensive,” “I’m a terrible client,” “Following your advice/meeting your deadline is going to be pretty tough,” and “I’ve always been lazy/mistrustful/cheap”. Don’t assume you know what the client means when they say such things to you. Ask for clarification.

7. Ask the speaker to repeat anything you miss or that confuses you. Do this even if the person who is speaking is difficult to understand due to an accent, speech mannerism, or speech impediment. Also, ask the speaker to repeat himself or herself when background noise is interfering with your listening or if the speaker mutters or leaves out important information. Be polite when you ask for a repetition. Smile appropriately. Be very clear that you either could not hear the speaker or understand him or her. Let the speaker know that you “get it” after the repetition, either verbally or with a head nod.