Business Communication Textbook #1 – Flashcards
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Basic purposes of communication
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-*to inform -*to persuade -to entertain *are common to workplace
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communication
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is the process of exchanging & interpreting information & meaning between or among individuals through a system of symbols, signs, behavior
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communication process
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transactional model sender-message-receiver -the sender and receiver are connected by feedback
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barriers to communcation
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-differences in education level, experience, culture -physical interferences in the channel including noisy environment, interruptions, uncomfortable surroundings -mental distractions as preoccupation instead of listening
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formal communication
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is dictated by managrial, technical... to define individual & group relationships and specify lines of responsibility
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informal communication/ grapevine
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develops as people interact to accomodate social & psychological needs undergoes alot of change -speedy but often inaccurate -is in all organizations
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downward communication
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-from supervisor to employee, policy maker to operating personnel, top to bottom -teach people a certain task
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upward communication
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-a response to requests from supervisors -primarily feedback, keeps management informed
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horizontal/ lateral communication
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-interactions between organizational units on the same level -short coming authority -primary way to achieve coordination in a functional organization -people have to be open to one another
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delivering bad news message preferred medium
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personal delivery
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Bad news inductive to build goodwill
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opening- 1. begin with a neutral idea that leads to refusal/bad news body-2. present facts, analysis, reasons for refusal or bad news 3. state bad news using positive tone& de-emphasis techniques 4.includes counterproposal or silver lining idea when possible/ appropriate closing-5. closes the idea that shift focus away from refusal/bad news continuing relationship with receiver
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deductive exceptions to delivering bad news
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-second message -small matter -shake the receiver -demonstrate authority -request is illegal/ unethical
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planing bad news message
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1) intro -buffer for bad news to follow -the audience knows the message without stating the obvious -a transition for discussing the reasons 2) explanation -present facts, analysis & reasons 3) bad news statement -reasoning behind a refusal- use positive language 4)counterproposal or silver lining -alternate to perseve relationship 5)closing-positive de-emphasize unpleasant parts, look forward
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uses of inductive for bad news
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-for refusing a request for a favor, action -denying a claim- tone is important -denying a credit-explain in order to show fairness, truth, learn to adjust -delivering constructive criticism
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risks of delivering constructive criticism
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-a complainer -negative thoughts -challenge authority
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breaking bad news
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-convey as soon as possible -give a complete, rational explanation -show empathy -respond to feelings -follow up
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responding to crisis: preparation
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-anticipate crises in areas of vulnerability& what could happen -establish emergency procedures-alternates -identify those who need to be contacted -ensure correct contact info avaliable -maintain up to date fact sheet about company, products, services, location. operation
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victim crisis
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organization is viewed as a victim of the event -natural diasater
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accident crisis
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the event is considered unintentional or uncontrollable -harm from machine
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preventable crisis
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considered purposeful & includes accidents or harm caused by human error/ organization misdeed -fraud
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model of crisis
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-show concern -explain corrective action -provide instruction -give justification
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persuasion
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the ability to influence others to accept your point of view
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persuasion requirements
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-know the product, service,idea -know the audience -identify the desired action
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inductive approach for persuasion
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AIDA attention-get receivers attention interest-introduce the product, service, idea, & arouse interest desire-create desire by presenting convincing evidence of the value of the product, service, idea action-encourage action
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sales message
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-AIDA is appropraite as as an unsolicted sales message as a letter,memo,email
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structure of inductive sales message
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-gain attention -focus on a central selling feature -generate interest by introducing product, service, idea -create desire by providing convincing evidence -motivate action
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solicited sales exception
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-They are conveyed the same way as unsolicited except solicited message is a response to a request for info an attention getter is not essential
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persuasive requests
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-assumes requests are reasonable-compliance is justified -includes: claim requests and messages for special favors, information
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poor example of persuasive claim can be improved
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-writing inductively -stress an appeal throughout the message
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asking a favor
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deductive in persuasive situation is low to get cooperation
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persuading within an organization
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using lighthearted, entertaining approach -visual model of professional look for the company -helpful info to achieve the look
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deductive use
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main idea first works well for routine messages and good news
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inductive use
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details first works well if the reader needs to be persuaded
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business presentation
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exchanges information for decision making& policy development relating the benefits of the service offered& sharing goals, values, visions -immediate feedback -reduce distortions
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oral briefing
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informal-short up date
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steps of forming a presentation
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1. consider the applicable contextual forces 2.determine purpose& channel constrains & benefits 3.envision the audience 4. adapt message to audience 5.organize message 6.prepare visual aids 7. rehearse delivery
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average attention span in 2013
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8seconds
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uses of presentations
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-to inspire and motivate others -demonstrate product or training purpose -to introduce a complete persuasive written message (report/proposal) -follow up on a complex persuasive written message -to deliver bad news to a large audience
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audience & context
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-wants& expectations of an audience by determining who, what motivates, how they think, make decisions
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structure of presentations
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intro-capture attention & involve audience *establish rapport-qualification *present purpose/preview points body-3-5 subpoints *support-statistics, quotes, joke, visuals closing-ties intro to strenghthen unity *use transition words *restating what was said
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presentation visuals importance
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-better prepared/more interesting than those who dont *clarifies & emphasizes important points *increase retention 14-38 % *reduce time to present concept *increase group consesus by 21% *speaker achieving goals 34% more often
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memorized presentation
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speaker writes out speech, commits to memory, recites
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manuscript presentation
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writes out and reads it
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impromptu presentation
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without prior notice
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extemporaneous presentation
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planned, prepared, rehearsed but not written in detail
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tips for visual aids
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-limit number of visual aids in a single presentation -limit slide content to key ideas in few words or images -develop one major idea using target key words the audience can scan, understand,remember -chose effective color scheme-cool-blue, warm-red -contrast background colors/ words color
