E-Text Notes Unit 1, Chapter 1: Effective Messaging ‘+ Verbal communications includes face to face, meetings, text, email, voice mail, letters and reports © Nonverbal communications are pictures, company logs, body language, where you sit at a meeting, and the amount of time you keep a visitor waiting ‘+ In the real world, secretariats are too busy to write your stuff for you ‘+ Form letter — fill in the blank letters that are designed for standard situations (but not all) and not used for informal conversations or spoken communication ‘+ The purpose of business writing is to meet an organizational need (no one pays you to write something that others already know) © Audience only pays attention if information is important, relative, or interesting ©. The style is friendly and informal (uses short words, sentences, and paragraphs) © Theuse of visual aids is always helpful * Internal audience ~ people w/in an organization ‘+ External audience ~ people outside the organization Business writing has three main purposes: © Toinform - explain something to others in detail © Topersuade/request - written when we want the reader to act in a certain way = Requests are normally easy and routine actions while persuasive letters mean that there will be convincing and motivation needed from the author © Topromote good will - creates good images of yourself and the organization ‘© External messages are always approved before being sent out © Effective messaging is.. © Clear ~a reader gets the meaning (whole meaning) that the author intended © Complete ~ all questions are answered © Correct ~ accurate information is given and the message is free of grammatical errors © Saves time - it is quick and easy to read © Promotes goodwill- only positive images are relayed ‘© When faced with a problem you need to solve the organizational problems and meet all the physiological needs of the people involved © Purpose Audience Information Benefits (adapted to each reader) Objections that the reader might have Context, oo0000 Unit 1, Chapter 2: Adapting Your Message * There are five different types of audiences‘© Revising - evaluating, getting feedback, and editing (should be done 3xs) = Spend the most time on this part (2/3rds of total time) Storyboard presentations are the best for oral presentations and speeches Revising - changes are made to satisfy the purpose and audience Editing - only surface/grammatical errors are corrected Proof reading - checks for typos are done (this is the last form of editing done before the final presentation) Use form letters (prewritten, fill in the blank letters) is this was a very formal/impersonal setting © Normally involves boilerplate language (prewritten sections/wordings) Unit 1, Chapter 3: Communicating Across Cultures Valuing diversity is good in written form and in life Culture provides a system of acceptable behavior and beliefs that when writing we must adhere with © High context culture - information is gathered from the context of the message (examples: Japan, Arabic nations, and most Latin American countries) © Low context culture — information is spelled out and the context is a lot less important (examples: USA and Germany) ‘= Favors the direct channels of communication and approaches (indirect is seen as dishonest} = Written contracts are binding and oral are promises but not legally based Cultures intersect and let you know how to communicate best © Values, beliefs, and practices will vary (religion also combines with culture to form values and beliefs in an audience) Nonverbal communications - communication w/out words © Most important form is body language = Open body language is inviting and generally makes people want to talk to you "Defensive body language - positions imply a mood of uncomfortable-ness and attempts to shut people out © Eye contact: * Inthe US, we see eye contact as honest ‘* Many other countries see it as indifference to a superior (lower rank shall drop eye contact first} © Gestures: not all hand motions are universal ‘* US and Italy ~ talk with their hands © Personal space ~ approximate distance people think is safe/feel comfortable with when talking or communicating * Northern hemisphere want more personal space than the southern ones © Touching varies in appropriateness from culture to cultureTouching shows power and position Ideas related to time - some countries use watches (small increments of time) as compared to seasonal changes (longer increments of time) vary from place to place © Sminutes can be late or acceptable Even the type and color of your clothing can be nonverbal communicators © Every person has their own conversational style - patterns or ways of speaking = Exaggeration is used a lot in the US * Compliments vary in meaning and words = Silence - good here but bad in Japan International writing loves title and positions when addressing a direct person Age levels among cultures have different nonverbal specifics Bias language should be avoided ; writing should be free of sexism, racism, and agism Unit 6, Chapter 3: “Listening” Listening is a vital ski. © Management listens to everyone (customers, employees, scholars, the government, and the public) © Most frequent use of on the job communication Improve quality, boost productivity and saves money Good listeners = high levels in the company and more upward mobility Physiological barriers: © Hearing problems - hearing is lost or partially lost "Treated with therapy and hearing aids ‘0 Rapid thought — thinking too much or about other issues while listening (distracted) People should learn to ignore physical distractions Egocentrism - thinking that your ideas and beliefs are most important and valuable than other peoples (self centered) © Asking for clarifications should never be seen as ignorance ‘There are always gender difference that interfere with listening, © Woman - listen more to relational messages © Men pay more attention to the content + Woman enjoy listening notses (nods, mmhmms, etc) while men are silent unless they disagree = Women hear feelings while men hear facts People oriented listeners are concerned with creating and maintain positive relationships (Sensitive to moods and feelings) Action oriented people focus on the task at hand ( goal is to understand facts and ideas that are being communicated) Content oriented people hear details and analyze an issue from a variety of perspectives (evaluators) Time oriented listeners are only focusing on the efficiency of conversation‘+ Primary - first audience to hear your message. These are the people who decide to act on your message ar mot © Secondary - these people comment on your ideas or implement your ideas (depending on the situation) * Initial — people who receive the messages first and route it to another audience * Gatekeeper - those who have the power to stop messages (normally exist outside the organization) ‘* Watchdog audience - has political, social, or economic power. They pay close attention to the interactions between you and the prime audience '* Audiences can have people from multiple groups within their own (repeats) ‘* The communication process starts with a person's perceived stimulus (perception is the uses of ‘our senses) © People must interpret perception ‘© Choosing or selecting information from what is perceived or interpreted © Ideas are put into words = Includes words, gestures, clothing, ete... © Encoding is putting a transfer from symbols to ideas © We send messages via channels (different forms of communication) © Message receivers also start with perceiving then decoding the sent message in order to ive feedback ‘Noise is anything that can interfere with the message (physical or psychological) © Channel overload - the channel cannot handle all the messages being sent © Information overload - too many messages are sent and overwhelm the receiver + Successful communication is achieved with a common ground © Normally found via empathy (the ability to put yourself in others shoes) * Analyze an audience as individuals (use tips like knowledge, demographic factors, personalities, values/beliefs, and past behaviors) ‘+ Personality factors - extraversion, introversion, intuition, feeling thinker, or judges/planners ‘+ People are influenced by their organizations © Discourse community — share assumptions about channels, formats, styles or topics © Allorganizations have their own “culture” ‘© When it’s not possible to meet everyone's needs — focus on the gate-keepers and primary audience members ‘+ The bigger an audience is, the more complicated a channel choice becomes Unit 1, Chapter 4: Planning, Writing, and Revising © The normal process of writing is... © Planning - creating ideas, gathering info, and organizing thoughts ° WritingUnit 2, Chapter 6: Unit 2, Chapter 7: fou Attitude you attitude is a style of writing in the form of readers point of view that respects possible reader's intelligence, protects the reader’s ego and emphasizes what we need to know © way toshow empathy © done by talking about the reader ~ no their feelings and use “you” and “we” in conversations readers want to know how it benefits them or how they will be affected © focus on what the reader wants to know © refer to specifics concerning the readers request, order or policy © impersonal constructions - talk about only things not people "passive verbs — describing an action without saying who did it good news to the reader must always go first sitive Emphasis Negatives can be used to... © build credibility © takea problem seriously © deliver negative performance appraisals in order for them to change © create reverse psychology People respond more to positivity than negativity Create a positive emphasis by... © Avoiding negative words and connotations © Focus on the can do’s and not the limitations © Justify negatives with reasons © Omit unimportant negatives ‘© Putnegative information in the middle of a letter instead of at the beginning Makes what your writing a lot easier to understand Hidden negatives are words that are not negative by themselves, but become negatives in their context © Reasons show that more information is necessary for the audience while benefits show that negative aspects are outweighed by positive factors Giving a statement a lot of space gives it more emphasis ‘Tone - implied attitude from the writer to the reader © Use courtesy titles © Beaware of power implications © Bestraight forward Apologize early but in a brief and sincere wayUnit 2, Chapter 8: Readers Benefits © Readers benefits are advantages that a reader gets from your services, products, policies, and ideas © Informative — given reasons to comply with what you suggest © Persuasive - given reasons to act Adapt to your audiences based on the advantages you give © Support by a clear logicand done in a you-attitude way Expectancy theory - only do your best when you believe you will succeed © Remind them that their/the company's success will be rewarded Brain storm 3-5 good reader benefits per letter/writing © Usethe readers emotions to your benefits © Different features benefit different people Use strong vivid details to support your piece by playing the readers senses (psychological descriptions) by putting them early in a message Use one benefit for each part/subgroup of your audience Use any and all benefits that are intrinsic or come automatically Use benefits that you can develop in writing, Unit 3, Chapter 13: Email Messages and Web Writing * Email messages are not private and employers can legally check any messages that are sent via the company email © Apply the same spelling, grammar, and proof reading techniques © Create interest with the use of a catchy subject line CC means computer copy and the recipient will see this, * BCC means a blind computer copy and the receiver will not see this Subject lines should be specified to the email topics, concise, and worthy of catching attention © BOM means the end ofa message Mention the good news in a subject line © Only keep “RE” ina reply subject line if the subject is not relevant © Only use negative subject lines if the negative is serious, the reader definitely needs the info or to report your own error ‘+ Major negatives (ie firing someone) should be done in person ¢ Flaming messages come from being angry and sending an email full of insults, swearing, and name calling Requests should be straight forward Use attachments if the text/doc is too long, has extensive formatting, or is not a text fle © Always tell the reader what program the attachment is in © Make sure the attachment isn’t virus stained Web pages should be simple and conversationalHyperlinks (jumps to anew page) should be highlighted to be more effective Titles and captions should tela story Working with a web designer is best when possible 9 Web sites should always use fonts with contrasting colors Blogging in the work place is bad Know other services that operate by the web...e fax, phone, instant messaging, and video chat eo°0 Unit 7, Chapter 8: Working in Groups 75% of work is done in teams/groups © Project teams - work together for a specific task or for specific amounts of time © Serious teams - support for customers and employees © Management teams - work with other organizations to help perform their missions (normally in this group for long amounts of time) ‘© Action teams - offer immediate responses in emergency situations Single/solo workers are seen as too innovative and difficult Groups normally enhance productivity by creating synergy © Accuracy of information and product details raises -> better products/results © Promotes commitment and enthusiasm Working groups are small interdependent collections of people with a common identity who interact to reach a goal © Normally three people of more, yet stay below 20 * Odd #s of participants are better since they eliminate a tie voting ‘© Interact with dependence on one another ‘© Personal image is tied to the group (good and bad) All teams are slightly different ©. Have clear and inspiring shared goals Results area driven structure Members are competent (results in a winning team) Unified and collaborative Standards of excellence are defined to the group personally Have external support and recognition Strong leadership will challenge the team to get the job done Virtual teams - interact and function without being in the same place at the same time ‘© Only recommended for established groups ©. Status/ranks are not as important ‘The makings of a leader (© Trait approach - leaders posses common traits that lead to their effectiveness «Physical attractiveness, sociability, desire for leadership, originality, and overall intelligence © Style approach - choose a way of communicating that increase effectiveness co oocoo‘+ Authoritarian — use power to control members «Democratic — invite others to help make decisions Laissez faire - leader gives up power in order to be a leaderless yet equal groups © Contingency approach — best leadership is always flexible (changes from situation to situation) Task oriented and interpersonal relationship oriented + Life-cycle theory Leaders normally emerge from the group as opposed to being appointed by those outside of it Emergent leaders might be official (with or without titles} or unofficial © Method of residues — finding a leader by rejecting others one by one ‘* Self directed worker teams are responsible for their own behavior and getting a task done + Every member has the power to shape events ‘© Positional power — ability to influence comes from your position Coercive power — ability to punish or have severe consequences if your way is not met Reward power - ability to reward the successful/proactive members Expert power - power comes from recognition of your expertise Referent power — power from the way people feel about you Information power - influence people due to the information you poses Connection power - power from the connections you have inside and outside of the organization Problem solving communication theory — © Reflective thinking sequence — a seven step process to brainstorm ideas and solve problem * Define the problem (limit it to.a narrow issue) "Analyze the problem (discover the causes to the problem) "Identify the characteristics of a good solution = Consider the possible solutions * Decide/choose a solution ‘Put the solution into action * Follow up on solutions to possibly make changes Groups normally go through a water testing phase called orientation * Members normally don’t state strong positions © Conflict phase happens when people take on strong stands on one issue or another © Emergence phase is when the group solves the problem (emergence of a decision that is supported by all members) © Reinforcement phase happens when members actually endorse a solution * Aconsensus is a collective group decision that all members can agree on (strongly valued in Europe) + Deciding a majority vote needs only the support of a plurality of members (more than half) 200000 0* Minority decisions only need a few members to make a decision * Authority rule is when the leader makes a final decision © Personal goals are often hidden from the group ~ normally called a hidden agenda '* Decisions can come about through too much agreement among members - called a group think Unit 3, Chapter 9: Formats for Letters and Memos ‘* Letters go to people outside the organization vs memos which are normally internal ‘communications ‘+ Conversations with other workers © Memos are made in a different format (parts of a document and how its arranged) ‘© There are two forms of letters — block and modified block format = Use formality in the greeting (also called a salutation) as well as the complementary closers of sincerely or cordially + Mixed punctuation allows a colon after the salutation and a comma following the closing * Compared to open punctuation which has no punctuation after those two © Subject lines give a brief informational summary of what is going on..needed in memos but not in letters © Letterheads are a company's stationary with the name, logo, address, and phone numbers already printed on it © Ifletters run long (become more than on page) provide a second heading on the following pages = Enclosures are other documents added to the letter inside the envelope © Always use courtesy titles that don’t indicate marital statuses (Mr and Ms) ‘* Memos are set up like letters but without salutations, closings, ar signatures © Never indent paragraphs © Subjectlines are required Unit 4, Chapter 21: Proposals and Progress Reports ‘Reports provide information that is needed to make plans and solve problems © Sbasic steps - define the problem, gather information, analyze, organize, and actually write the report ‘© Formal reports usually contain a title page, transmittal, table of contents, and illustrations but come in many forms © Informational reports maybe letters, memos, or computer print outs © Informational reports collect data © Analytical reports interpret data© Recommendation reports recommend actions or solutions Narrow the problem being addressed and identify a specific audience ‘A good purpose statement (reason for the report) might include the organizational problem/conflict, specific technological questions and state a clear purpose © Proposals suggest a method of finding information or solving a problem * Always show the reader benefits Progress reports reassure people that you're making progress and allows people to resolve aproblem when they arise Unit 4, Chapter 22: Finding, Analyzing, and Documenting Info Research can vary from simple to complex © Secondary research retrieves information that someone else has gathered (ie library and ontine information) © Primary research gathers new information from surveys, interviews, and observations When looking online for research use key words (terms a computer uses in a database search) © Group keywords together with parentheses and “ands” in-between them © Donotrely solely on the internet for research nor as the only source «Use root words and a plus to find variations = Use quotations and un-capitalized words to broaden the research scope = Evaluate a web page by identifying a reputable source, the author, date published, and has comparable information Surveys question lots of people (subjects/respondents) to find out social answers © Normally uses a questionnaire of multiple questions that people fill out * Avoid biasing an answer toa reader "Closed questions are easier to answer and score later on "Branching questions allows readers to be redirected to other parts of the survey (ex. Ifanswers is a no, please skip to question 15) * Easy questions go in beginning Surveys always talic abouta certain population (group you're making statements about) ‘© Attempt for a random sample (everyone has the same chances of being chosen for the survey) based on digital tables by a computer © Connivance samples are people who are easiest to get to © Agroup of people whose judgment seems un-useful is a judgment sample - normally talk you talk to people whose judgiment are worth hearing Response rate — percentage of peaple who respond to the survey Analyze survey information by looking for patterns, research questions being answered or interesting nuggets© Causation - one thing causes/produces another vs correlation - two things happen at the same time + Document sources (via MLA or APA format) © Citation is on the body of work © Documentation means a bibliography Unit 4, Chapter 23: Short Reports ‘+ When given the choice always write short reports (put everything else in the appendix) with aletter or memo format © Informative/closure reports are summaries work or research but does not have a recommendation or action Includes an introduction, chronological summary, and conclusion paragraph Feasibility reports evaluates alternatives and ultimately recommends one = Explain decisions, lists alternatives, evaluate, criteria listed, and recommendations © Justification reports always recommend /justify a purchase, investment, hiring or change = State what you're asking, why, background, possible solutions. Auctioned for action you want ‘+ Seven basic patterns for organizing information © Compare/contrast © Problem solving Eliminating impractical solutions General © particular means moving from over all issues to specific ones Spatial/geographical — based on physical arrangements Functional solution for a problem © Chronological + Always be formal in style, avoid you and include all definitions and documents needed ©. Blue prints in a paper are like a table of constant/summary which tells you exactly 0000 what's going on = Transitions and topic sentences "Headings * Talking heads tell the reader what to expect (usually italicized as subheadings) Unit 4, Chapter 24: Long Reports * Long reports differ from others in their length and usually include a cover, title page, letter of transmittal, table of contents, list of illustrations, summaries, and a body of the reports,the introduction, background information, the body, conclusion, recommendations, and an appendix Written in parts © Write the important sections early Title page has the title of the report, who it was prepared for, who prepared it. And the release date ‘The transmittal’s purpose is to orient the reader to the report and build a good image of the report/writer Table of content - lists the headings as seen in the report Illustrations include tables, graphs, and any figures that are presented in the report Executive summaries are just a summary of the report for the reader ‘The introduction includes a purpose statement and the scope ‘The conclusion is the summary of the main points Recommendations call for action to solving the problems presented in the report Unit 3, Chapter 10: Informative and Positive Messages Informative /positive messages give the audience information and tend to have neutral audience responses © Negatives are minor © Not asking audience to do anything © Include acceptances, positive answers, information, announcements, and changes Main purpose is to give information Memos require subject lines which give titles to the document and a clear focus © Speeific, concise, and appropriate Normally place good news or a summary first © IFinstructions are listed or there is a warning, they should always go first in order to protect the reader © After the summary, back it up with details/clarifications or background information "Present any negatives in a positive way © Include the benefits to help the reader want to know more * Donot include ifit's just a factual document "Always shape the readers attitude by stressing the benefits © Keep alow key push not a “hard shell” = Make sure to keep benefits relevant to the reader not the company in general ‘Transmittals tell the reader what your sending (normally tells you what stage the message is in and what to do next) Confirmations- confirms information said orally in a conversation ‘Summaries of a meeting, document, or conversationResponding to complaints or adjusting information has Its own format (always state price adjustments, discounts, replacements or benefits to resolving problems in the first sentence} Sending a thank you notes makes people want to work/help you again Always use PAIBOC Unit 3, Chapter 12: Persuasive Messages Persuasive messages tell people what to do or convince them to continue your services/product usage © Includes orders/requests, proposals or recommendations, sales letters, applications, reports to recommend action, or changing audiences Primary purpose Is encouraging readers to act, provide inofmation to do, and overcome objections Four short term strategies: © Direct requests © Problem solving © Sales © Rewards and punishments Direct requests allow audiences to do without asking more questions Problem solving is used when the audience will object to what you are asking Corporate culture is not written down rather imitated and observed For direct requests, subject line should include a topic or question to be answered © Allows for quick answers ©. Direct subject lines make the stance on the issue very clear © Always have neutral or positive subject lines Use problem solving style when you want to show that doing something will benefit you and the reader equally (always ask for action last) The only way to know an audiences objections (can address them ahead of time/in letter) is by knowing your audience © People who benefit more from keeping the way things are have a vested interest * Retainment gives them power By adding credibility and emotional appeal you message will be more effective © Credibility shows the audience that you are a good reliable source for this information * Seen as experts, powerful, attractive and trustworthy = Use functional language, be specific, and reliable to become/create credibility © When a reader wants you to answers questions as an expert you normally have ‘emotional appeal + Build emotion with stories and psychological descritions © Usinga proper tone will also affect your message (asses the situation)‘To make readers read/respond the author must request action by a specific date (time deadline) Most common persuasive messages are orders, collection letters, appraisals, and letters of recommendation Unit 3, Chapter 11: Negative Messages Since the main ideas are negative we expect the reader to be disappointed or upset Include rejections/refusals, announcements of change with no benefits, negative performance reviews, and product recalls/defects Only use a subject line if you know the readers will ignore the letter completely ‘© Attempt to find a positive swing on things ‘The following would be the organization of a negative message © Beindirect but build goodwill outside the organization © Repeat a problem with possible solutions to a supervisor/superior © Always get your peers input Ina company, negative letters to consumers should always provide an alternative or compromise (end with a positive) ‘© Avoid saying that you cannot do something © Avoid careless criticism of existing policies you had no part in «Ifyou don't have a good reason don’t list one at all Hide refusals in other paragraphs not just on its own Let readers decide to take an alternative (don't decide for them or push them into it) © Psychological reactance - way people respond when one freedom is limited so they assert it in a different way ‘+ Alternatives reestablish psychological freedom When giving a superior bad news - twist it into a persuasive letter on how to fix/deal with the problem Begin negative letters with a buffer when the reader values harmony of the buffer serves another purpose © Buffer - neutral or positive statement that allows for a delay in the negative information Good buffers are really hard to write "Must put reader in a good frame of mind (use a buffer only when you can provide a good one) Refusals/rejection letters Disciplinary notes or negative performance appraisals should not use a buffer Layoffs are normally done orally in person but with a written statement explaining severance pays or unemployment benefits © Layoffs due to financial issues should never come as a surprise to the employees who will be canned