Comm 100 (04) Jan 9 – Class 2 How is business communication important? - In your work life, you will have an online presence… send emails, reports, texts, social media posts, meetings both online and in person Through this you should maintain a professional image, people are more likely to take you seriously and listen to what you have to say as a result Succeeding in the changing world of work… Innovative communication technologies (we communicate rapidly) Flattened management hierarchy (more employees make decisions) More participatory management Increase emphasis on self-directed work and project teams Heightened global competition New work environments (telecommuting) A knowledge economy: what you know is your power… and what you know is worthless unless you can communicate it Employers want professionalism… Technical Knowledge: “soft skills” are important - Able to communicate - Work with other - Solve problems - Make ethical decisions - Appreciate diversity How do you know if someone is an effective business communicator? - People enjoy talking to them - They convey a clear message - Respect is garnered - Clear non-verbal communication - Understanding what you want, what they want, and what they think you want What is communication? The transmission of information and meaning between sender and receiver - Purpose? To deliver meaning Five Steps to Communication 1) Starts with a sender…. they come up with an idea 2) Sender has to encode the idea in a message (using words, gestures, images) 3) Message travels through a channel… different forms (verbal, online.. etc) 4) Receiver decodes message and understands the meaning the way the sender intended it 5) Feedback travels to the sender from receiver… through verbal or non-verbal response “Noise”: anything that distorts the message… blocks the message from clearly transferring from the sender to the receiver - Noise can be actual audible views, clashing values, advanced terms/misunderstanding - In order to be an effective communicator you must be an effective listener However, some research suggest we only listen at 25% efficiency Barriers to becoming an active listener 1) Physical Barriers: you are sick, uncomfortable, or cannot hear the speaker 2) Personal Barriers: your values conflict with those of the speaker 3) Language Problems: you cannot understand them 4) Thought Speed: you start thinking about other things 5) Faking Attention: you find it difficult to concentrate 6) Grandstanding: you would rather speak than listen… you become impatient 7) Technological Barriers: distracted by phone or laptop Listening requires you to… - Understand: stop talking be receptive to what they’re saying - Connect: concentrate on the speaker, non-verbal communication, listen to what is NOT being said too Non-Verbal Communication: includes all unwritten and unspoken messages… intended or not - Time: we allocate more time to respected clients - Space: formal décor indicates formal communication - Territory: we maintain zones of privacy to feel comfortable These all send silent messages Appearance sends silent messages - Business documents: organized, readable, and correct - People: professional, presentable, and polite We can’t not communicate 10 Guides to Having a Good Conversation - Have an open mind, and prepare to be amazed Be present Don’t pontificate Use open ended questions Go with the flow If you don’t know, say that you don’t know Don’t equate your experience with theirs: it is not about you, all experiences are individual - Conversations are not a promotional activity Try not to repeat yourself Stay out of the weeds: people don’t care about the details… they care about you Listen: “if your mouth is open, you’re not learning” “nobody ever listened themselves out of a job” - Most of us do not listen with the intent to understand, but with the intent to reply Be brief Observe yourself Jan 14 – Class 3 How do you get better at something? Practice A process is meant to be followed in order Your writing must be… - Audience oriented: writing something for someone - Purposeful: need to know why you are writing something - Professional: good sentence structure, attractive layout, appropriate vocabulary - Economical (clear and concise): “simple” language is acceptable In business writing, it’s not about you… it’s about your audience and how the will hear, see, read or react to the message Business Writing Process: after 1 and before 3 is the “iterative process” 1) - Prewriting (25% of the process) Analyze your purpose: why am I writing this, what am I hoping to achieve? Select the best channel Email: Lack of security Letter: Written record, formality is required Memo: Written record to clearly explain policies… short, less formal, changing rules/procedures Report: considerable data is delivered internally or externally - Anticipate your audience: profile the audience… is there a secondary audience? Adapt message to your audience: focus on the audience not the sender Positive messages USE “you” and negative messages AVOID “you” Be conversational and professional Use an active instead of passive voice (except for when you don’t want the subject to be identified) 2) - Writing (25% of the process) Research: collect necessary information What does the receiver need to know about this topic? Search secondary sources (books, databases) or go directly to the source Search your own company, talk with your manager, interview the target audience, informal survey and/or brainstorm Organize the information Grouping: organize the information in a meaningful way - Develop an outline - Do not have to stick to the outline… just start with something Patterning: decide where to place the main idea in the message - Direct Pattern: expect the reader to be pleased, mildly interested, or neutral; main point in first sentence - Indirect pattern: expect the reader to be unwilling or displeased; main idea deeper in message Compose the message - Overcome “writers block” by referring to your plan - Write quickly and don’t worry about errors right away - Read message out loud - Save work! Constructive effective sentences: use a variety of sentence types… (20 words or less each) - Simple sentence “Alice went to the market” - Dependent clause “Alice went to the market and bought apples” - Independent clause “Alice went to the market, and she bought apples” 3) - Revising (50% of the process): it means improving the quality of your writing Revise: to improve content, sentence structure, and readability Proofread: to correct grammar, spelling, punctuation, format, and mechanics Evaluate: to check effectiveness of the message Revise as you go, r bevise at the end - Use concrete language - Talk about the WHY Remember, revising also means removing sentences/ideas - Is there a logical flow? Use concise wording: some expressions could be conveyed with one or two words - Does it need to be included? Omit needless intensifiers such as very, extremely, completely… it generally makes you sound like you’re less credible, or that you are compensating for something Avoid repetitious words… synonyms ! Avoid redundant words… “new beginning” Avoid jargon/inappropriate wording/slang: there are times where it is okay, but it is often unnecessary Avoid “text talk” Use precise verbs Use parallelism: similar structures to express similar ideas Use active and passive voice effectively: passive can be helpful when you are wanting to emphasize the action, de-emphasize negative news, or conceal the doer of an action - Use active when you can Use concrete nouns: help readers visualize the meanings of words (10% change in budget) Use vivid adjectives Design for readability - White space, headings, margins, and small paragraphs - The presentation of a message is just as important as the actual message After all the revision… Evaluate: did the receiver understand your message correctly? - Are there questions? / Follow-up required? - Did your message have the desired response? Jan 23 – Class 4 Upcoming assignment … safe as a pdf Three major categories in writing 1) Routine 2) Persuasive 3) Negative As these go from 1-3, so does frequency, complexity, and skill - Persuasion: the ability to make people think/do what you want them to think/do A situation where you anticipate that you will encounter some resistance Goal: is to either reduce the resistance, or counter the resistance head on before you even ask for what you want Idea of Breaking Down the Wall - In order to anticipate the resistance, you need to know your audience Why is it so important to be persuasive? What value do they bring to the workplace? - Ability to bring change, achieve goals, bring a team together, help solve conflict - Their ideas generally prevail - They can convince others to come onside - They can sell things How to become more persuasive? - Need to understand people - Who are you talking to, what do they want, how do they think/make decisions? 6 Factors to Persuasion 1) Reciprocity: obligation to give when you receive... if they owe you ex) a favour, then they are more obligated to say YES - Be the first to give, then they are more likely to say yes back when you ask - What you give should be personalized and unexpected 2) Scarcity: what you have to offer should be scarce - Point out the benefits, what is unique about it, and what they stand to lose if they don’t choose your option 3) Authority: show others what makes you credible, or get someone to do it for you - Signal to others that you are credible before you persuade them, as people follow the lead of credible, knowledgeable experts 4) Consistency: activated by looking for, and asking for small commitments that can be made - We like to be consistent with what we have done/said previously - Start with a small commitment, then move to larger (small postcard in window to sign on front lawn) 5) Liking: people prefer to say yes to people that they like - We like people that are similar to us, cooperate with us towards goals, and those who give compliments - BEFORE business… find similarities/share information 6) Consensus: ex) changing from “people in this hotel” to “people in this room” reuse their towels… this leads in an increase in reuse - Highlight what others are already doing - People look to the actions and behaviours of others to determine their own Persuasive Writing: Strategy? Indirect - Reduce resistance - You want to explain what’s coming before you request it… without this the request seems entitled Ex: explain the situation before asking for an extension - Buffer the main idea - Be tactful, use a passive voice 4 Main components of persuasive writing 1) Gain Attention (opening) - Pay a compliment, describe a problem/solution to it, mention a benefit 2) Build Interest (body) - Give facts and statistics, provide an expert opinion, specific details - Need to know what facts/benefits will appeal to the reader 3) Reduce Resistance / Increase Desire (body) - What will cause them to say no and tackle it - Counter potential problems or concerns 4) Motivate Action (closing) - This is where you communicate what you want and when you’d like it - Be clear with your request but not pushy - Ex) when asking for a sponsorship, make it very clear how they should go about it For an example: look at the PowerPoint slides (Heart foundation example) Jan 28 – Class 5 When is persuasion necessary? When there will be resistance Customer Relationship: whether you understand the customer or not will make or break the sale… analysis of the customer is critical 1) Get the customer’s attention: get their attention through ex) advertising, social media 2) Build excitement: stimulate interest and desire… point out needs, increase convenience 3) Establish a connection: motivate action… be professionally personable with customers AIDA Analysis and Strategy Framework 1) Attention: get noticed… through advertising, social media, know your audience and adapt advertising to reach the audience - Offer something valuable - Promise a benefit Make a startling statement (health warnings on cigarette packs) Offer a thought provoking question (“what if you had an extra hour in your day”) Highlight a unique product feature, or provide customer reviews Use personalized narratives (someone telling a personal story, allows customers to relate and be more willing to purchase) 2) Interest - Rational: associated with reason and intellect… focused on saving money, increasing efficiency… used when a product is expensive, important to health, security, financial success - Emotional: relate to status, ego, sensual feelings… an inexpensive, short-lived product - Dual: combined approach, both reason and emotion is targeted… generally most effective 3) - Desire: goal is to overcome resistance Elicit desire, make the audience want the product or service The focus is strongly on benefits Effective sales techniques are used 4) Action: make it as easy as possible for customers to act - Web link, toll-free number Motivators: offer a gift or incentive, time-limited offer, satisfaction guarantee Jan 30 – Class 6 Negative News: Why do people tend to avoid giving bad news? - They react unpredictably, or badly - The receiver might blame you for the news - The giver might experience the same hurtful emotions as the receiver What is the goal of negative news? - Explain clearly and completely - Don’t leave out important details - Be professional about it - Convey sympathy and sensitivity - Be fair (implying rather than saying, withholding details) - Maintain friendly relations Analyze Anticipate Adapt Strategy Strategy Direct: use when the bad news is not damaging - they might overlook/miss the bad news - firmness is necessary - the receiver or organization prefers directness Writing Plan 1) Bad news in the opening 2) Reason(s) for bad news in the body 3) Pleasant closing - Indirect: used when the message will upset the reader Shows sensitivity Softens the impact of the bad news Prepares the reader by providing reasons before delivering the bad news 1) Buffer news in the opening 2) Reason(s) for the bad news & reveal the bad news 3) Forward looking closing (some positivity) - Buffer Deliver best news Compliment or Appreciation/understanding statement (should be personal) Apology: you need to take the responsibility, don’t fake it or say “I’m sorry if you…” How to convey empathy in writing? - Use softer language/punctuation - Be honest, sensitive, and genuine Reasons & Bad News Present your reasons… - Explain clearly and cautiously - Include plausible reader benefits - Explain company policy - Use positive works - Demonstrate fairness Cushion the bad news… - Position the bad news in the middle of a paragraph - Use the passive voice (the decision was made to lay off… instead of we have decided to lay you off = don’t use too many euphemisms though - Suggest a compromise/alternative Closing Close pleasantly - Forward looking - Good wishes - Give special offers In can sound deceptive, that is never the goal. You are trying to be compassionate and professional 10 Rules: to follow when delivering bad news in person 1) Treat people with respect and dignity 2) Always follow up and follow through, if you say you will offer a solution/do something then DO IT 3) Always remember your multiple audiences, people react differently, know your audience 4) Where possible provide a solutions, offer alternatives 5) Look for the silver lining 6) Always justify, be specific, provide the “why” 7) Always put it in writing, have a record 8) Never hide the facts, know the facts & what you can/cannot share, and deliver them 9) Don’t delay the news 10) It should never be a surprise, they should have had some sort of previous indication of their poor performance, warning Delivering Bad News to Customers - Call the individual involved - Describe the problem and apologize - Explain why it occurred, what the company is doing to resolve it - Follow up with a message that documents the phone call/agreement Sharing negative news with employees personally: - Gather all the information - Be prepared, rehearse - Explain: past, present and future - Think about timing - Be patient and understanding of the reaction Feb 4 – Class 7 Routine Writing & Informal Reports - As always, know the situation - Performed as part of a regular procedure rather than for a special reason As the Initiator - Share information - Request information - Give instructions - Making a complaint/claim - Expressing goodwill As the Responder - Replying to shared information, complaints, claims - Establishing/confirming a working relationship Be Direct: get to the point, main idea at the beginning of the message, clear and active voice Opening: get to the point, main message first Body: bit of an explanation, why you need it Closing: pleasant sign off Giving Instructions Subject Line: summarize the content of the message, detailed, informative, and concise Opening: expand on the subject line right away Body: divide what needs to be done into steps, list in order, use action verbs Closing: request a specific action, closing thought, summarize the message, deadline/consequences Expressing Goodwill - Enhances the value of a business by creating a bond of respect/establishing trust - Selfless, Sincere, Spontaneous, Specific, Short Making a complaint or claim Opening: say exactly what it is that you want Body: explain why, provide details, how the claim is justified Closing: end pleasantly, goodwill statement, include an end date - Being a strong report writer… Simplify facts so that anyone can understand them Collect and organize information clearly Help decision makers solve problems A report: an organized document that answers business problems, provides solutions, makes a recommendation Informal vs Formal Informational vs Analytical Which Strategy to Use? Report Formats - Electronic: sent as e-mail, written in the body, or as an attachment - Letter: short (under 8 pages), addressed outside the organization - Memo: fairly short (2 pages), internal audience, Headings (date, to, from, subject) - PowerPoint: supplemented by verbal, used for either informal, internal - Template: used for repetitive data, standardized headings - Manuscript: longer, more formal, headings and subheadings Considerations Clarify the Purpose: state the problem, question or task - Draft a statement of purpose (abstract) Gather Data: use company records, surveys, observation, interviews… secondary research Use an appropriate writing style: formal vs informal Be Objective!!! present both sides of an issue separate fact from opinion be sensitive, be aware of your choice of language cite sources! 6 Types of Informal Reports 1) Information Reports: provide information without analysis 2) Progress Reports: provide an update on work completed and the next steps 3) Justification and Recommendation Reports: analyze a problem, discuss options, make a recommendation 4) Feasibility Reports: to examine the practicality and advisability of a following course of action 5) Summary Reports: short, logical, easy to understand Feb 6 – Class 8 Any grammar mechanics will not be tested on the midterm, but it will be in the final Feb 13 – Class 9 What is a proposal? - A persuasive offer to solve a problem, provide services, or sell equipment or other products - May be solicited or unsolicited; informal or formal - Often part of a competitive process Proposal: presents an offer to do work or provide something Report: represents the end product of thorough investigation and analysis Formal Business Report - Have to be research-based - Written solution to a business issue or problem - Provide recommendations 3 Characteristics 1) Formal tone 2) Traditional Structure 3) Considerable length Goal is to provide management with vital data/information, and recommendations for decision making Mindtap – due Febuary 22nd Homework assignments 7, 8, and 9 Comma Quizzes 2 and 3 If you do these then that means you have done 8 Feb 25 – Class 10 Preparing an analytical report for the business (for your project) The social media platform is the means to an end March 20 – Career Services Class Are you ready to market yourself? Identify your interests and goals Asses your qualifications Search the open job market Pursue the hidden job market Network… person-to-person contact Cultivate your online presence (linked in account)… professional Build your personal brand Know the hiring process.. - Carefully follow the instruction on posting Undergo screening and hiring interviews Either accept an offer or revaluate your progress Lots of planning is involved… you need to do the work Target jobs that use your strengths You can directly approach companies Follow up with everyone you contact with Remember… what do you want your resume to look like at the end of 4 years? Think about which electives you choose Finance… computer science class? Starting second year uni, you can’t ride on your high school stuff Get a mentor or two Part-time employment… shows you can balance work, life and school Volunteer on and off campus: see committed and something you are in charge of - A leadership role in volunteering Extra-curricular activities - Campus rec… sign up for squash? Know what employers want Communication Teamwork and interpersonal Information technology application Leadership Creativity/critical thinking/problem solving Professionalism and productivity Global perspective Emotional Intelligence - Punctuality Understand the impact of non-verbal communication Interest in larger community The ATS (applicant tracking software) is picking up certain nouns, or keywords specific to the job Networking is more about building a relationship than a one-time contact - Start with classmates What do you do? Arrive on time Collect yourself beforehand Turn off cell phone Set small goals… like to meet 1 person Other people are just as nervous as you, including employers Bring your business cards If you attend an event, RSVP if you need to and sign in Nametag: right upper chest area On the lapel of a coat Be ready and willing to shake hands Make eye contact, smile, be honest Survey the room and pick up body language Small talk… prepares some questions ahead of time, know what is going on - Don’t expect to meet everyone, just meet a few good people - Nice to have something in your hand People LOVE talking about themselves, especially business professionals Oh I see you work for ___, how do you like it there? How did you get started? How long have you worked there? - Show interest Networking tips - Pay it forward… hey I know someone you should meet etc Be conscious of how you act in public Tough to meet people when you are in a group of friends Don’t go to an event hungry Follow up if someone offers assistance… linkedin etc - If they offered, they mean it Buddy system… don’t buddy with your competition though Build your network before you need it, you have 4 years Speak to someone working in that industry or career Find out who is coming to that event, ask to be introduced 6-8 questions… prioritize questions, you are seeking information and advice Search engines… Eluta.ca Indeed.ca Saskjobs.ca Careerlink.usask.ca LinkedIn Look out for scams
