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Verbal Communication Nonverbal Communication

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What are two types of communication?

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Communication that uses words.

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Verbal Communication

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Communication that does not use words.

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Nonverbal

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Are other people in the same organization: subordinates, superiors, peers...

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Internal Audiences

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Are people outside the organization: customers, suppliers, distributors, unions, stockholders, potential employees, trade associations, special interest groups, government agencies, the press, and the general public.

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External Audiences

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Transmittal (memo), Monthly or quarterly reports, Policy and procedure buletin, Request to deviate from policy and procedure bulletin, Performance appraisal, and Memo of congratulations.

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Internal Documents Produced in One Organization

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Quotation, Claims adjustment, Job discription, 10-K report, Annual report, and Thank-you letter.

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External Documents Produced in One Organization

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When a document moves from writer to superior to writer to another superior to writer again 10 or more times before final approval.

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Cycle

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Wasted time, Wasted Efforts, Lost Goodwill, and Legal problems.

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Cost of Poor Communication

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-Bad writing takes longer to read because we struggle to read it -Bad writing may need to be rewritten -Ineffective communication may obscure ideas so that discussions and decisions are needlessly drawn out -unclear and incomplete messages may require the receiver to gather more information and some might not bother to do so

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Wasted Time

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Ineffective messages don't get results. A receiver who has to guess what the sender means may guess wrong or a reader who finds a letter or memo unconvincing or insulting simply won't what the message asks.

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Wasted Efforts

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Every letter, e-mail, or report serves either to build or to undermine the image the reader has of the writer.

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Lost Goodwill

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Poor communications choices can lead to legal problems for individuals and organizations.

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Legal Problems

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-Save time: eliminate the time of having to rewrite badly written material. -Makes your efforts more effective: Increase the dumber of requests that are answered positively and promptly. -Communicate your point more clearly: Reduce the misunderstanding that someone can't understand supply missing or unclear information. -Build goodwill: Build a positive image of your organization.

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Benefits of Improving Communication

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-It's Clear -It's Complete -It's Correct -It saves the audience's time -It builds goodwill

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Criteria for Effective Messages

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are widely accepted practices you routinely encounter.

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Conventions

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Writing that keeps the reader in mind.

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You-attitude

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Response you get.

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Feedback

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What's in it for them.

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W.I.I.F.T.

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-Noise and Distraction -Language/Globalization -Channel Breakdown (unable to receive or return) -Filtering of messages (Going to spam box/wrong zip)

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Communication Barriers

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-Please & Thank You -Now -Because -Using other people names

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Driver Words

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-To inform -To request and persuade -To build goodwill

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3 Basic Purposes of Business and Administrative Communication are...

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Writing cost money.

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What is the cost of communication?

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1. Who is (are) your adience(s)? 2. What are your purposes in communication? 3. What information must your messages include? 4. How can you build support for your position? What reasons or benefits will your audience find convincing? 5. What aspects of the total situation may be relevant?

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Five Analysis Questions

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-Face to Face -Phone Calls -Presentations -E-mails -Websites

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Verbal Examples

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-Pictures -Computer Graphics -Company Logo -Smiles

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Nonverbal Examples

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Has the power to stop your message instead of sending it on to other audiences. It controls whatever or not your message gets to the primary audience. Ex: Boss approving a plan

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Gatekeeper

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decides whether to accept your recommendations or acts on the basis of your message. You must reach the primary audience to fulfill your purposes in any message. Ex: Executive Committee of the client company.

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Primary Audience

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may be asked to comment on your message or to implement your ideas after they've been approve. Ex: Lawyers

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Secondary Audience

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My encounter your message buy will not have to interact with it. "Read-only" People Ex: Someone who forwards the memo

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Auxiliary Audience

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Though it does not have the power to stop the message and will not act directly on it, has political, social, or economic power. They pay close attention to transaction between you and the primary audience. Ex: Board of Directors

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Watchdog Audience

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Is the ability to put yourself in someone else's shoes, to feel with that person.

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Empathy

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A useful schema for analyzing people. This instrument uses four pairs of dichotomies to identify ways that people differ. Extrovert (Orally) & Introvert (Written) Sensitive (Step by Step) & Intuitive (Focus on Bigger Picture) Thinking (Use logic and principles) & Feeling (Value person needs) Judging (Makes communications very organized) & Perceiving (Provide alternatives)

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Myers-Briggs Type Indicator

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are measurable features that can be counted objectively: age, sex, race, religion, education level, income, and so on.

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Demographic Characteristics

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are qualitative rather than quantitative: values, beliefs, goals, and lifestyle.

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Psychographic Characteristics

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Is a set of values, attitudes, and philosophies. It is revealed verbally in the organization's myths, stories, and heroes, as well as in documents such as employee manuals.

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Organizational Culture

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Is a group of people who share assumptions about what channels, formats, and styles to use for communication, what topics to discuss and how to discuss them, and what constitutes evidence.

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Discourse Community

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Is the means by which you convey your message. Communication channels vary in speed, accuracy or transmission, cost, number of messages carried, number of people reached, efficiency, and the ability to promote goodwill.

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Channel

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-Written Messages -Oral Messages

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What are two channels of communication?

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Audience will read and act on messages they see as important to their own careers; they may ignore messages that seem unimportant to them. -Use a subject line or first paragraph that shows your readers this message is important and relevant. -Make the action as easy as possible. -Suggest a realistic dealine for action. -Keep the message as short as possible.

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How will the audience initially react to the message?

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1. How will the audience initially react to the message? 2. How much information does the audience need? 3. What obstacles must you overcome? 4. What positive aspects can you emphasize? 5. What are the audience's expectations about the appropriate language, content, and organization of message? 6. How will the audience use the document?

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Question on how to analyze your audience.

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Advantages that the audience gets by using your services, buying your products, following your policies, or adopting your ideas.

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Audience Benefit

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Good benefits meet four criteria: 1. Adapt benefits to the audience. 2. Stress intrinsic as well as extrinsic motivators. 3. Provide benefits with clear logic and explain them in adequate detail. 4. Phrase benefits in you-attitude.

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Characteristics of Good Audience Benefit

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Come automatically from using a product or doing something.

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Intrinsic Moticators

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Are "added on". Someone in power decides to give them; they do not necessarily come from using the product or doing the action.

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Extrinsic Moticators

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1. Identify the needs, wants, and feelings that may motivate your audience. 2. Identify the objective features of your product or policy that could meet the needs you've identified. 3. Show how the audience can meet their needs with the featurs of the policy or project.

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Ways to identify and develop audience benefits?

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nods, uh huhs, smiles, frowns -- help carry the message that you're listening. Remember that listening responses vary in different cultures.

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Acknowledgment Responses

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Receivers actively demonstrate that they've understood a speaker by feeding back the literal meaning, the emotional content, or both.

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Active Listening

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-Paraphrase the content. Feed back the meaning in your own words. -Identify the feelings you think you hear. -Ask for information or clarification. -Offer to help. ("What can I do to help?)

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What are strategies that create active responses?

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To denote our conversational patterns and the meaning we give to them; the way we show interest, politeness, appropriateness.

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Conversational Sytle

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Tone of voice, gestures, proximity to others, facial expressions -- as keys to business success. This is a category of nonverbal communication.

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Social Signals

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Communicates to other people about our feelings. Our facial expression, eye contact, gestures, posture, and body positions all telegraph information about us.

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Body Language

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Includes leaning forward with uncrossed arms and legs, with arms away from the body.

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Open Body Position

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Includes leaning back, sometimes with both hands behind head, arms and legs crossed or close together, or hands in pockets.

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Close or Defensive Body Position

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The ability to connect with different kinds of people. Most of us can relate to the people in our immediate group, although even there differences in ability to connect impact performance.

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Networking

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An informal source of company information. Participation in civic, school, religious, and professional organizations connects them to a larger environment.

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Grapevine

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As your work environment becomes more complex, with multiple networks, responsibilities, and projects, good time management becomes crucial.

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Time Management

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Means going outside the company for products and services that once were produced by the company's employees. Companies can outsource technology services, customer service, tax services, legal services, accounting services, benefit communications, manufacturing, and marketing.

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Outsourcing

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The ability to communicate sensitively with people from other cultures and countries, based on an understanding of cultural differences.

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Intercultural Competence

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To have the audience act or change beliefs.

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What is the primary purpose of a persuasive message?

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To build a good image of the communicator. To build a good image of the communicator's organization. To cement a good relationship between the communicator and audience. To overcome any objections that might prevent or delay actions. To reduce or eliminate future communication on the same subject so the message doesn't create more work for the communicator.

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What are some secondary purposes of a persuasive message?

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1. What do you want people to do? 2. What objections, if any, will the audience have? 3. How strong is your case? 4. What kind of persuasion is best of the situation? 5. What kind of persuasion is best for the organization and the culture?

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What five question to use with choosing a persuasive strategy?

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In something if they benefit directly from keeping things as they are.

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Vested Interest

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Refers to the reason or logic you offer. Sometimes you may be able to prove conclusively that your solution is best.

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Argument

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Arguments that are weakened by common error.

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Fallacies

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Hasty Generalization False Cause Weak Analogy Appeal to Authority Appeal to popularity Appeal to ignorance False dichotomy

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What are some types of logical fallacies?

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Is the audience's response to you as the source of the message.

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Creditility

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Expertise, image, and relationships.

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What are three sources of credibility in the workplace?

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By being factual (Don't exaggerate), be specific (if you say "X is better" show in detail how it is better), and be reliable (If you suspect that a project will take longer to complete, cost more money, or be less effective than you originally thought, tell your audience immediately).

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How can you build credibility?

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When the audience will do as you ask without any resistance.

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Direct Request Pattern

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When the audience may resist doing what you ask and you expect logic to be more important than emotion in the decision.

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Problem-solving Pattern

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When the audience may resist doing as you asked and you expect emotion to be more important than logic in the decision.

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Sales Pattern

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Is a persuasive summer of your qualifications for a job with a specifice employer.

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Resume

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Should start soon after you arrive on campus.

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When is a good time to start Informal preparations for job hunting?

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A full year before you begin interviewing.

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Formal preparations for job hunting should start?

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The internet

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What has become a crucial tool for job seekers and employers?

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Ads often look like real postings; many have company names and logos nearly identical to those of real employers.

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Phishing

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A popular term for marketing yourself, including job searching.

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Personal Branding

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LinkedIn (89% use this), Personal web pages, Blogs, Facebook (28% use this), Twitter (14% use this), Professional forums, and Cover letters.

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What are some types of personal branding?

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Many experts now consider networking to be THE most important factor in finding a job. Networking starts with people you know -- friends, family, friends of your parents, classmates, teammates, gym mates, colleagues, -- and quickly expands to electronic contacts in the social media.

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About Networking

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Words and phrases the employer will have the computer seek. They are frequently nouns or noun phrases. Examples: Software program names such as Excel, Job Titles, Type of Degrees, college or company names, job-specific skills, buzzwords, and jargons, etc...

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Key words

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Chronological resumes and Skill resumes.

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What are two kinds of resumes?

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Summarizes what you did in a time line (Starting with the most recent events, and going backward in reverse chronology). It emphasizes degrees, job titles, and dates. This is the traditional resume format.

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Chronological Resume

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Also called functional resume, emphasizes the skills you've used, rather than the job in which you used them or the date of the experience.

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Skill Resume

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When your education and experience are not the usual route to the position for which you're applying. You're changing fields. You want to combine experience from paid jobs, activities, volunteer work, and courses to show the extent of your experience in administration, finance, public speaking, and so on.

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When should you use skill resumes?

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Name and contact information, career objective, summary of qualifications, education, honors and awards, experience, other skills, activities and portfolio.

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What should you include in a resume?

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A statement that should sound like the job descriptions an employer might use in a job listing. Keep your statement brief--two lines at the most.

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Career Objective

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Items that are logically equivalent begin at the same space, with carryover lines indented.

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Indented format

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Frequently can be used to emphasize when you worked, if you've held only low-level jobs. Don't use two-margin format if your work history has gaps.

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Two Margin or Block Format

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Age, ethnicity, marital status, number of children, and health. Photographs also do not belong on a resume unless you are applying for jobs such as entertainment positions. Do not include controversial activities or associations.

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What should you not include on a resume?

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Posting your resume widely on the web.

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Resume Blasting

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The resume summarizes all your qualifications. The letter expands your best qualifications to show how you can help the organization meet its needs, how you differ from other applicants, and how much knowledge of the organization you possess. The resume avoids controversial material. The job letter can explain in positive way situations such as career changes or gaps in employment history. The resume uses short, parallel phrases and sentence fragments. The letter uses complete sentences in well-written paragraphs.

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How content differs in job letters and resumes?

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You talk to someone who works in the area you hope to be enter to find out what the day-to-day work involves and how you can best prepare to enter that field.

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Information Interviews

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Are interviews you schedule to learn about current job opportunities in your field. Sometime an interview that starts out as an information interview turns into a referral interview.

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Referral Interviews

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Unadvertised jobs. Many jobs are never advertised -- and the number rises the higher on the job ladder you go. Many new jobs come not from responding to an ad but from networking with personal contacts. Some of these jobs are created especially for a specific person.

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Hidden Job Market

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when you know that the company is hiring: you've seen an ad, you've been advised to apply by a professor or friend, you've read in a trade publication that the company is expanding.

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Solicited Letter

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When the advertised position may not be what you want, or you may want to work for an organization that has not announced openings in your area. Is like a problem -solving persuasive message.

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Prospecting Letters

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Covers everything you will talk about and serves as an organizing device for your letter.

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Summary Sentence or Paragraph

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Final research (Find info on company), Elevator Speech, Travel Planning, Attire, and Personal Materials.

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What should you do to prepare yourself for your interview?

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Campus Interviews, Phone Interviews, and Video Interviews.

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What are three interview channels?

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You should avoid playing with your hair, jingling coins in your pocket, clicking your pen, or repeating verbal spacers such as "like" and "uh".

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Nervious Mannerisms

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Being brought back late for lunch, or being kept overtime, with one interviewer so you are late for your appointment with another.

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Minor Problems

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If you have any be sure to keep all receipts for reimbursements.

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Expenses

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The name of the interviewer (or all of the people you talked to, if it's a group interview or an onsite visit), tips the interviewer gave you about landing the job and succeeding in it. What the interviewer seemed to like best about you. Any negative points or weaknesses that came up that you need to counter in your follow-up messages or phone calls. Answers to your questions about the company. When you'll hear from the company.

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What should you take notes on during an interview?

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Opening, body, and close.

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What are three interview segments?

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(two to five minutes), good interviewers will try to set you at ease. Some interviewers will open with easy questions about your major or interests.

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Opening

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(10-15 minutes) is in all-too-brief time for you to highlight your qualifications and find out what you need to know to decide if you want to accept a site trip.

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Body

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(two to five minutes) The interviewer will usually tell you what happens next.

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Closing

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Behavioral interviews, Situational interviews, Stress interviews, and Group interviews.

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What are some kinds of interviews?

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Ask applicant to describe actual past behaviors, rather than future plans.

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Behavioral Interviews

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Put you in situation similar to those you will face on the job. They test your problem-solving skills, as well as you ability to handle problems under time constraints and with minimal preparation.

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Situational Interviews

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Deliberately put applicants under stress to see how they handle the pressure. The key is to stay calm; try to maintain you sense of humor.

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Stress Interviews

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Sometimes called "cattle calls" multiple candidates are interviewed at one time.

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Group Interviews

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Show enthusiasm for the job, to reinforce positive from the first interview, to overcome any negatives, and to provide information to persuade the interviewer to hire you. You should call only once unless you have excellent reasons for multiple calls.

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Follow Up Phone Calls

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Should be hand written, best done within 24 hours of the interview.

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Thank You Notes

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Best done after you have the job. If its asked as an interview question you should have prior knowledge of a salary range for that job.

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Nagotiating Salaries

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