NY Times Fiction Bestsellers

Although I love many different types of writing, Fiction is my passion-particularly mysteries. For those of you who share this passion, the following books are the NY Times top 10 Fiction bestsellers for this week:

1. THE OVERTON WINDOW, by Glenn Beck. (Threshold Editions/Mercury Radio Arts, $26.) A public relations executive and the woman he loves fight to expose a conspiracy to transform America. Click here to see the editorial review listed on Amazon.

2. THE GIRL WHO KICKED THE HORNET’S NEST, by Stieg Larsson. (Knopf, $27.95.) The third volume of a trilogy about a Swedish hacker and a journalist. Click here for an editorial review.

3. THE LION, by Nelson DeMille. (Grand Central, $27.99.) John Corey, now a federal agent, pursues a Libyan terrorist who has returned to America bent on revenge. Click here for an editorial review.

4. THE PASSAGE, by Justin Cronin. (Ballantine, $27.) More than a hundred years in the future, a small group resists the vampires who have taken over North America. Click here for an editorial review.

5. WHIPLASH, by Catherine Coulter. (Putnam, 26.95.) The F.B.I. agents Dillon Savich and Lacey Sherlock help investigate misdeeds at a pharmaceutical company. Click here for an editorial review.

6. THE HELP, by Kathryn Stockett. (Amy Einhorn/Putnam, $24.95.) A young white woman and two black maids in 1960s ­Mississippi. Click here for an editorial review.

7. FRANKENSTEIN: LOST SOULS, by Dean Koontz. (Bantam, $27.) Book 4 in the reimagining of the classic tale. Click here for an editorial review.

8. THE SPY, by Clive Cussler and Justin Scott. (Putnam, $27.95.) In 1908, a detective investigates spies who are trying to keep America from developing dreadnought battleships. Click here for an editorial review.

9. LOWCOUNTRY SUMMER, by Dorothea Benton Frank. (William Morrow/HarperCollins, $25.99.) In this sequel to “Plantation,” a woman returns home after her mother’s death to encounter old secrets and lies. Click here for an editorial review.

10. SPIES OF THE BALKANS, by Alan Furst. (Random House, $26.) A police official in Salonika is surrounded by spies from many nations on the eve of the German invasion of Greece in 1940. Click here for an editorial review.

Source: New York Times

Irony

Here's another funny story brought to us by Yahoo's Odd News. This week's theme: Irony!

http://news.yahoo.com/s/ap/20100625/ap_on_fe_st/us_odd_anger_counselor.

Bazaar

This is why I like reading odd news – for those stories that make you say “what were they thinking!?” Check out the following story, and tell me how two friends start at a church carnival and end up here:


http://www.buffalonews.com/2010/06/15/1082685/police-find-2-intoxicated-naked.html.

I love my friends, but I have limits to the activities we do together! Check it out. :-0

Communication Challenges

Delivering Bad News

Delivering bad news is one of the most difficult tasks both personally and professionally. From telling a family member he or she has hurt you to disciplining a difficult employee, finding the right tactic is a challenge for most of us. There are many different styles people use from avoidance to aggression and each, believe it or not, can be effective depending on the situation such as avoiding a mentally unstable ex or using aggression when a person will not leave you alone any other way. Being in charge of other employees represents a number of challenges as there could be many different factors at play. The following situation is an example:

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 leader, conflict management is not only unavoidable; it is necessary. Adopting this attitude is an important first step to handling situations such as these. Realizing that unethical behavior affects everyone involved and that it must be confronted is imperative to maintaining a productive and amiable working environment. Employees must know that such behavior will not be tolerated and will be dealt with.

Listen: Whether you feel you should or not.

Although the employee in this example has received complaints by both customers and fellow co-workers, it is important to listen to his or her side of the story before heading into ultimatums and discipline. Shockley-Zalabak (2009) says that “Listening is as fundamental to effective communication as talking” (pg. 169). Things are not always as they seem and listening might uncover some part of the story that was not considered or that helps to clarify the situation; there could be way more going on than you anticipated. “Without a more thorough assessment, an organization can easily get into the habit of treating the symptom while ignoring the problem” (Giesen, 2008, pp. 3). If what we hear does not change the situation, we must begin using tactics to resolve the situation.

Tactics: Yes, we need them.

Shockley-Zalabak (2009) describes “Tactics for Conflict Maintenance” which include the following steps:

- “Describing what all parties have to gain AND lose.” This entails describing how the employee’s behavior affects the company, customers and co-workers. This interaction should consist of problem description rather than name-calling or attaching labels; for example, “avoiding strong, emotion-laden words” (pg. 322).

- “Agreeing to honor long-term relationship rules.” These rules may include expectations set forth in company policies. You must present clear evidence of company expectations and how the behavior falls short of those expectations.

- “Combining both escalation and reduction tactics.” Tiptoeing around specific information relating to the employee’s behavior such as what is being said in complaints would not be effective. It may escalate the situation but it is necessary to get to the root of as well as the resolution to the problem. Be direct and get the problem out without attacking.

- “Proposing areas of agreement and areas for compromise.” It is important to get a verbal agreement from the employee to work on the behavior and if there are areas of legitimate concern presented by the employee, finding possible areas of compromise. (pg. 311)

Escalation and Reduction: Expect an emotional response.

Many people, especially those with problem behavior, do not take well to hearing negative things about themselves. The employee will likely escalate; be prepared. “Limiting the choices of others,” which, in most cases involving employer/employee problems, is necessary, is likely to cause escalation and at this point, you may want to use reduction tactics which include “exhibiting concern for both facts and feelings” ((Shockley-Zalabak, 2009, pg. 310). It is important to balance the two. The way the employee perceives the situation may be entirely different or entirely wrong, but it is still his or her perception and should be taken into consideration. Allow him or her to express their feelings but do not allow escalation to cause you to back down; stay focused on the problem and its resolution.

Consequences: A fact of life.

Consequences are a fact of life; everyone faces them. Consequences and ultimatums should be assertive and non-negotiable, i.e. “this behavior must change or we will be forced to demote or terminate you as an employee.” Again, give examples of how the behavior affects the environment and reiterate the concern. If your company offers training that can benefit the employee, mandate it as a first step to improving the situation. If he or she is not good with customers, send him or her to Customer Service training. Set out a clear plan for improvement and communicate your expectations. Give a time frame for re-evaluation. These steps leave little room for misinterpretation of your expectations. Offer an open environment in which the employee can feel comfortable coming to you when they feel something is causing them to escalate which can eradicate a problem before it begins. Last but not least, clearly set out the consequences and stick to them. Those who find that you do not stick to what you say are likely to repeat the behavior.

References:

Geisen, G. (2008, July 9). Managing Organizational Conflict. Accessed June 12, 2010 from: http://www.selfgrowth.com/print/569195.

Shockley-Zalabak, P.S. (2009). Fundamentals of Organizational Communication: Knowledge, Sensitivity, Skills Values (7th Ed.) Boston: Pearson Education.

Diversity

Intercultural Sensitivity

As America grows, diversity and how to deal with it becomes more and more of a focus and a challenge. First and foremost, people need to realize that there is a whole world full of thousands of cultures and that interaction is unavoidable. Secondly, we all need to be aware that these cultures can differ dramatically from ours and that this can cause friction from miscommunication. Hahn (2005) describes several differences we should be aware of, including social values, status symbols, body language, concepts of time, personal space and many others. For one example, I had always heard that other cultures view holding up one’s middle finger very differently than we do here in America. AssociatePublisher.com says that in “In China, contrary to the offensive nature of the gesture in other cultures, Chinese Sign Language used by the deaf of China employ this handshape to represent the first born male, a position of status in traditional Chinese culture.” It’s funny to think that if someone held their middle finger up to a Chinese tourist, he or she might think you’re trying to say something about your son. But if they did that, an American might get upset and take offense; an example of a miscommunication gone bad.

There is no way that we can remember all the different nuances between cultures. The best way to handle it is to a) Study up on the culture of anyone you know you’ll be interacting with, b) Realize that if someone offends you, it may be a misinterpretation of a gesture, symbol or body language and communicate as best as you can to gain understanding and c) If you seemed to have offended someone of another culture, realize they may have also misinterpreted something and try to apologize or explain. Hahn (2005) gives a lot of good advice, including to “tolerate ambiguity,” “show respect,” “be flexible,” “recognize your own cultural biases,” and to “increase your cultural sensitivity.”

Recognizing your own cultural biases is one of the best pieces of advice. Allowing yourself to have preconceived notions of others can cause you to form opinions that affect your behavior which is not fair to the other person. For example, always thinking an Italian person is a mobster or that a New Yorker is rude will likely cause us to have a closed mind or a “hard” attitude in anticipation of how we think he or she will act. We often form these opinions based on what others have said rather than from our own experience which can cause unnecessary fear and/or offensive behavior. We should, of course, be cautious and protect ourselves but should not allow our minds to remain closed. Work to gain understanding, study other cultures, keep an open mind and don't expect others to be like you or think that your way is the right way.

References:

Hahn, M. (2005, December 30). Ten Commandments of Intercultural Communication. Retrieved June 10, 2010, from http://ezinearticles.com/?Ten-­Commandments-­of-­Intercultural-­Communication&id=120247

Haynes, J. (2004). Communicating with Gestures. Accessed June 10, 2010 from: http://www.everythingesl.net/inservices/body_language.php.

Technology

Today's Media Technologies

The goal of media providers today is for their product or service to be the fastest, most advanced, and easiest to use. Information is expected to be disseminated as quickly as possible in as many venues as possible in order to quickly reach the most people. Breaking news such as Michael Jackson’s death was out in the blink of an eye, broadcast over internet, radio, and television to the point that you could not turn one of them on without seeing or hearing about it. Twitter users tweeted and Facebook users talked about it; the information was everywhere. While there are many devices and more coming out all the time, some technologies remain tried and true and have served as a basis for a whole host of other media. These include the television, the internet, the cell phone, and, although not one most people think of now, the telephone.

Television

Studies have proven that television is the most widely viewed form of media and that it is the single-most effective means for disseminating news and advertising. A survey cited by the PRWeb found that “television advertising was still the most effective means of promotion available today” (pp.1). Television viewing is considered by many to be a health epidemic that contributes to obesity as well as addiction which goes to show how widely it is viewed. Obviously, television in and of itself is geared toward a wide audience-everyone; however, some channels cater to specific audiences such as ESPN, whose intended audience is sports fans, but some channels can all in one night show political programs, comedies, dramas, and more. This means that one channel can literally reach millions of diverse viewers in one night and since it can be broadcast globally, its capabilities are far-reaching. Television is used for a variety of reasons; entertainment, advertising, learning, emergency information and news dissemination are just a few. Television air time can be massively expensive though, especially during prime time shows, so is, therefore, not always the best choice for advertising although it is the most effective. As we all know, however, cost effectiveness is important too. Small businesses or non-profit agencies, for example, may not be able to afford air time or if they can, it may not be enough to reap a big enough benefit for what they paid for the spot. Repetition is one of the key elements to an advertisement’s effectiveness so if a company cannot afford to run the ad repeatedly, it may not be worth the effort.

Internet

The internet is another massively popular form of media and a form of global communication. We can communicate with others from across the world and people from any country can play interactive games such as through X-Box Live or virtual world programs such as Second Life, among many others. Many of us prefer to get our news from the internet rather than watching it on television or reading it in a newspaper and we can instantly get news from any part of the world. Some foreign news sites even offer information in English and other languages. The internet has such a wide variety of information and is used to make that information accessible to anyone, any time. Just about any type of information you type in will yield some form of information about your subject making it much easier than searching dictionaries or encyclopedias as it gives you what you need in the blink of an eye. Social networking sites such as Facebook, MySpace and LinkedIn, for instance, connect us with people, information and opportunities. You can network to find employment, special interests, dating services and many, many others. Devices such as cell phones, Blackberries and iPods can connect us wherever we are with the internet and laptop computers can be transported anywhere so that we can literally stay connected no matter where we go. The internet itself has no particular audience, although one might argue that one needs to be technologically savvy in order to really navigate it, but of course, sites within it can be more geared toward specific audiences.

Cell Phones

Cell phones have exploded in popularity over the last decade, changing and evolving all the way. From large, walkie-talkie type gadgets to sleek, high-tech devices, cell phones are easily one of the best inventions ever made. The history of the cell phone is quite interesting. First proposed in 1947 by inventors Ring and Young, cells have been honed and perfected ever since. In this insightful article found at http://cell-phones.suite101.com/article.cfm/cell_phone_history, Nash (2008) gives us insight into the history of the cell phone.

Although businesses pay for cell phones for their employees, most still rely on multi-line land line telephones as their main point of entry. This may be because cell phones only connect to one person and land lines are still considered the most reliable for service as cell phones need recharged and connection can sometimes waver. Regardless, many forego the land lines at home in favor of just using cells rather than paying for two different phone services. Today’s cell phones are high-tech with texting and music downloading capabilities, internet connection, games, and a variety of useful applications and features. Cell phones are effective for individual use whether it is personal or work-related such as to connect with clients and to be reached after working hours. Those who regularly travel for their jobs are likely to carry a company cell phone. Phones with internet and e-mail capabilities such as the iPhone, enable employees to stay connected without having to log onto a computer. Cell phones are great for people always on the go and employees who must work outside the office. They are yet another way for us to always stay connected to one another, to our employers and to the news of the moment. No longer do we have to search for a pay phone if we are on the road and in an emergency, we can make calls or find numbers on the internet which could be deemed a safety feature.

VoIP

Small businesses with few employees may just use cell phones but larger businesses with multiple departments often keep traditional main phone lines or they may use a technology such as Voiceover Internet Protocol (VoIP), a fairly new technology that connects callers through broadband internet rather than the traditional land lines. There are pros and cons to using it, however. Some of the main benefits of this technology include the ability to make and receive numerous calls rather than the limited amount available through a traditional multi-line phone system which means callers will not likely hear the dreaded busy signal. Callers can also instantly get a greeting and told they are on hold until a representative is available and some can calculate an estimated waiting time. Other benefits include various features such as chatting which can allow, say, a receptionist to send a chat invitation to a fellow employee who can then decide whether to place their current caller on hold or speak to the incoming caller; the VoIP client can show a complete list of the company’s employees along with a real-time status option which tells the sender whether the person is in or away. Calls are managed on your computer screen so you can manage calls without even picking up a line with the simple dragging and dropping with a computer mouse. The major con, however, is that if the computer or internet system is down, so is VoIP; one example of how technology can come back to bite us.

References:

Nash, J. (2008, March 8). Cell Phone History: Mobile Technology Advancements. Accessed June 7, 2010 from: http://cell-phones.suite101.com/article.cfm/cell_phone_history.

PRWeb. (2006, January 17). National Survey Reveals that Television is Still the Most Effective Advertising. Accesssed June 2 from: http://www.prweb.com/releases/2006/01/prweb333728.htm.

Roebuck, D.B. (2006). Improving Business Communication Skills (4th ed.). Pearson Education: New Jersey

News to Amuse

For those of you who like to read news outside the norm, check out the link under News to Amuse. I don't know if any of you regularly read this area of Yahoo news but the stories can be pretty entertaining. That is, of course, if you have a weird sense of humor like me. Enjoy!