Communication In Global Workplace

Notes (L01-L13)
L01:
(1) Define communication & its role in the global workplace
(2) Identify the key components of the Communication Model
(3) Explain how key communication principles enhance
communication

Definition of Communication: the imparting or exchanging of information by

speaking, writing, or using some other medium
Main Types of Communication:
- 4 main forms of communication:
(1) Verbal
(2) Non-verbal
(3) Written
(4) Visual
Role: Good communication is an important skill in any environment with
human interactions. However, when it comes to communication in the
workplace, good communication is an integral element to business and personal
career success.

The Communication Process:

- Who? Communicator
- What? Message
- How? Method/ Medium
- To Whom? Receiver
- Result? Feedback/ What happens next

Elements in the Communication Model

 Sender/ Receiver – simultaneous process in verbal communication (e.g.
exchange of letters & emails)
 Message – idea, thought or feeling that is being conveyed
  Channel – means or method of transmitting the code (e.g. telephone)
 Feedback – verbal and visual response to a sent message
 Context – situation in which a communication event takes place
 Noise – anything that interferes with successful sending and receiving of
message/ hinders creation of shared meaning

7Cs of Effective Communication:

(1) Completeness:
 The message must be completed and geared to the receiver’s perception
of the world.
 Must be based on facts and a complex message needs additional
information &/or explanation
 Reduces the need for follow-up questions & smoothens the
communication process

(2) Concreteness:
 Often supported by factual material such as research data & figures
 Message is specific, tangible, vivid
 Mitigates the risk of misunderstanding, foster trust & encourage
constructive criticism
 Helps audience gain an overview of the broader picture

(3) Courtesy:
 Courtesy & consideration complement each other in effective
communication
 Respecting the receiver’s culture, values, and beliefs
 A message that is genuinely polite and unbiased
 (4) Correctness:
 Correct grammar and syntax vouch à for increased effectiveness &
credibility of message
 Formula errors can affect the clarity of the message, trigger ambiguity
and raise doubts
 Formal errors have a negative impact on overall perception of message à
could be seen as sloppy/ negligent

(5) Clarity:
 Clearer message à easier for the receiver to decode the message
according to your original intent
 Start with a clear communication goal & accurate thought
 Clear communication builds on exact terminology & concrete words
which reduces ambiguities & confusion in the communication process

(6) Consideration:
 Takes into account the receiver’s background and point of views
 When the message hits a nerve (sounds disrespectful), the emotional
reaction of the receiver might affect the perception of the message
 Tailoring the message to the audience à using argumentations &
examples : makes it easier for them to process the contents

(7) Conciseness:
 Keep your message to the point
 More about content than length
 Helps the receiver to focus on what’s important, speeds up the processing
of information and caters for improved understanding

Understanding Communication:
 Communication involves spoken and written, nonverbal signs and sounds
 Use of time, silence and artefacts communicate messages
 Ask what message is being communicated to whom
 Communication is an ongoing process
 Use feedback to exchange ideas
Active Listening:
  Willing to listen to what is being communicated
 Requires effort to focus and understand
 Pay attention to the words being spoken & the sender’s tone, facial
expressions, posture and emotions
Communication Channel:
 Communicate in a variety of context and through different channels
 Setting and medium affect how we receive and interpret the message
How to Deal with Angry Customers:
1. Stay Calm & Offer to help
2. Actively listen to the customer relate her problem
3. Repeat the customer’s concerns to make sure that you’ve understood
correctly
4. Actively sympathize to show that you can put yourself in the customer’s
shoes
5. Apologize sincerely
6. Find a solution, work on coming up with a solution with the customer
Why is Communication an Essential Skill Today?
- Essential for a successful future career
- Highly sought after by companies
- Reading, writing & listening à 3 most important communication
- Expression skills are important in getting your points successfully
across : To develop this, we need to communicate effectively & get the
full attention of the listeners

L02-L03:
(1) Identify basic issues in communication ethics
(2) Explain the Importance of effective communication from
an ethical perspective
(3) Apply appropriate remedial strategies to mitigate
ethical issues
(4) Identify common obstacles (‘noise’) to effective
communication in the global workplace
(5) Explain how noise affects communication in the global
workplace
(6) Explain how noise can be reduced to facilitate
communication

Basic Issues in Communication Ethics:

(1) Plagiarism
(2) Stereotype
(3) Misrepresentation
(4) Disclosure of Private Information

(1) Plagiarism: Intellectual Theft

Definition: the practice of taking someone else’s work or ideas and passing
them off as one’s own
 to steal & pass off (the ideas or words of another) as one’s own
 to use (another’s production) without crediting the source
 to commit literary theft
 to present as new and original an idea or product derived from an existing
source
In other words, plagiarism is an act of fraud. It involves both stealing
someone else’s work and lying about it afterward.
Examples of Plagiarism:
 turning in someone else’s work as your own
 copying words or ideas from someone else without giving credit
 failing to put a quotation in quotation marks
 giving incorrect information about the source of a quotation
 changing words but copying the sentence structure of a source without
giving credit
 copying so many words/ideas from a source that it makes up the majority
of your work, whether you give credit or not
 self-plagiarism

(2) Stereotype: An Over-generalized Belief

Definition: a widely held but fixed and oversimplified image or idea of a
particular type of person or thing
How to Stop Stereotypes:
 Adopt logic, critical thinking & application of facts in place of
stereotyping people
 Consider that stereotyping doesn’t substitute for cold hard facts
 Determine what causes you to apply the stereotyping criterion that you
use and understand that there are always facts that prove your
stereotyping reasons wrong

(3) Misrepresentation: A misleading Account

Definition: the action or offence of giving a false or misleading account of
the nature of something
Misrepresentation at the Workplace:
- An intentionally or sometimes negligently false representation made
verbally, by conduct, or sometimes by nondisclosure or concealment and
often for the purpose of deceiving, defrauding, or causing another to rely
on it detrimentally

(4) Disclosure of Private Information: Sharing Information When You Are

Not Supposed To
Definition: the action of making new or secret information known
Disclosure at the Workplace:
- Confidentiality is important at the workplace
- Failure to property secure and protect confidential business information
can lead to the loss of business/clients
- In the wrong hands, confidential information can be misused to commit
illegal activity (e.g fraud or discrimination), which can in turn result in
costly lawsuits for the employer
- The disclosure of sensitive employee and management information can
lead to a loss of employee trust, confidence, and loyalty
What Steps can be taken to Better Protect Confidential Information?
 All confidential documents should be stored in secured places
 All electronic confidential information should be protected vis firewalls,
encryption, and passwords
 All confidential information should be disposed of properly
 Employees should refrain from leaving confidential information visible
on their computer monitors/ desks when they leave their workstations
 Employees should refrain from discussing confidential information in
public places
  Limit the acquisition of confidential client data unless it is integral to the
business transaction & restrict access on a “need-to-know” basis
Ethical Considerations:
Respect:
 Acknowledge and value the diversity of different perspectives & beliefs,
especially in a multicultural society
 Avoid stereotyping statements
 Ensure that the privacy of others is not disclosed
Integrity:
 Ensure that information presented are accurate. No misrepresentation
 Ensure that information presented are original. No plagiarism
Credibility:
 Cite from reputable/ reliable sources and ensure you produce original
work. No plagiarism

Communication Barriers: When misunderstanding occur at the Workplace

The 4 Types of Communication Barriers (F)
 Physical Noise
 Semantic Noise
 Psychological Noise
 Physiological Noise
Physical Noise:
 External factors that cause distraction and interfere with effective
communication
 Environmental conditions such as distracting decor in a room, or the
room being too hot or cold
 Can be in the form of visual and spoken communication
 E.g Noise from a construction site, pop-up advertisements or illegible
handwriting
Semantic Noise:
 Interference with the interpretation of the message due to ambiguity in
words, sentences or symbols used
  E.g Accent, vague words, jargon, acronyms and abbreviations, different
cultural interpretation of gestures or body language

Psychological Noise:
 Views and values or a state of mind that affects how we communicate
and interpret the message
 E.g Biasness or stereotypical views (usually negative) towards a certain
group of people or an organization can affect the way we communicate
with them

Physiological Noise:
 Distractions caused by internal factors that affect how we think and feel
due to:
 Biological factors: e.g feeling unwell, experiencing pain, hunger
 Physical handicaps: e.g hearing problems, speech difficulties

Overcoming Communication Barriers: Improving Clarity

Strategies to Overcome Communication Barriers:
1- Seek feedback
 Feedback can be verbal or non-verbal
 Feedback should be specific & prompt
 Both sender & receiver play an active role in sending feedback to ensure
two-way communication

2-Active listening
 Stop. Give your full attention to the speaker
 Look. Pay attention to non-verbal messages
 Listen. Seek an overall understanding of what the speaker is trying to
communicate, rather than reacting to the individual words
 Be empathetic. Imagine how you would feel in their circumstances
 Ask questions. Use questions to clarify your understanding, as well as to
demonstrate interest in what is being said
 Paraphrase. Repeat in your own words of what was shared to allow the
speaker to clarify any points
 3- Use the right communication channels, sender of message needs to be
sensitive to the:
 Complexity of the message (a simple greeting vs. a set of instructions)
 Consequences of a misunderstanding
 Knowledge, skills, and abilities of the receiver (a new employee vs. a
partner in the business)
 Immediacy of action to be taken from the message

4- Be specific
 A muddled message leaves the receiver unclear about the intent of the
sender & what is required from the receiver
 Clarifying muddled messages is the responsibility of the sender

5- Use language that fits the audience

 Avoid using terminology or jargon

6- Avoid stereotyping
 Stereotyping causes us to typify a person or an event on oversimplified
conceptions, beliefs, or opinions
 Both senders and receivers should be aware and address communication
issues arising from it

7- Have Empathy
 Respecting feelings & attitudes of others
 Consider the fears & concerns of others
 Work towards a solution, instead of pushing blame

8- Minimise Distractions
 Distractions can be caused by interruptions and physical noise
 Switching off mobile devices is an example of a way to minimise
distraction for effective communication to take place

L04: Business Writing(I)

(1) Explain how CAPS is used in business writing
(2) Identify the types of business writing
 (3) Apply the basic concepts of text structuring in
business writing
(4) State the features of email & meeting minutes writing

What are CAPS:

- Context
- Audience
- Purpose
- Structure
CONTEXT:
Definition: the circumstances that form the setting for an event, statement, or
idea, and in terms of which it can be fully understood
Examples of Context & its Impact on Communication:
(1) Different Occasions:
- Formal occasions
- Informal occasions
(2) Different Culture
- Exercise sensitivity using appropriate words & actions when
communicating with someone from a different culture
(3) Different Channels
- Writing an email to your lecturer (written)
- Making a phone call to a friend (spoken)

AUDIENCE:
Definition: spectators or listeners
Examples of Audience & its Impact on Communication:
E.g., Engaging Children – use simple words that are easy for them to understand
Analysing Your Audience:
Examining your audience’s motives, demographics & psychographics will
allow you to craft your message so that it is communicated more efficiently
PURPOSE:
Definition: reason for which something is done or created
Examples of Purpose:
 Inform receiver of important facts or information
 Persuade the receiver to accept or reject certain conditions or actions
 Entertain the receiver

STRUCTURE:
Definition: the arrangement of & relations between the parts or elements of
something complex
Example of Structure:
 Introduction
 Body
 Conclusion

What is Business Writing?

 A type of professional communication & is also known as business
communication and professional writing
 Includes memorandums, minutes, emails, reports, proposals, and other
forms of writing used in organizations to communicate with internal or
external audiences
 To transmit information to a reader to help a reader understand
information easily & clearly
CAPS in Business Writing:
 Connect & create a relationship with the reader
  Communicate your point of view clearly making it easier to understand
 Achieve effective communication

 What are the circumstances surrounding this piece of writing?

What do I want to say to my reader? What is my main idea/focus?
(CONTEXT)

 Who will read what I write? Who am I writing to? What is their interest
in this topic?
(AUDIENCE)

 Why am I writing this? Am I writing to inform / to persuade?

(PURPOSE)

 What details should I use to support my main idea? How should I

organise my information? Should I use facts, statistics, reasons and/or
examples?
(STRUCTURE)

Types of Business Writing:

(1) Transactional Business Writing (Email)
- It is used as a quick written daily communication in business
(2) Persuasive Business Writing (Proposal)
- It conveys a message and convinces the readers to sway their decision
(3) Instructional Business Writing (Specifications)
- It is a structured, technical document that provides a simple breakdown or
outline of a product
(4) Informational Business Writing (Minutes of Meeting)
- It records information accurately, in this case, a summary of the
proceedings of a meeting
What are Minutes of Meeting?
Definition: a summarized record of the proceedings at a meeting
- An informational type of business writing
- Official written record of a meeting or conference
- For records &/or future action
- Provides structure for a meeting and drives action
- An accountability tool that offers legal protection
 Why Meeting Minutes is Important:
- Meeting minutes are considered legal documents
- Information within the minutes places ownership on specific individuals
- The minutes are a historical document that can be used to document
ideas, discussion, and decisions that are made
- By taking attendance there is a record of those who were present, and part
of the discussion for certain conversations Absent members also will have
a way to stay abreast of any information that they may missed because
they were not at the meeting
- Recording minutes allow for a greater level of action & follow-up
Capturing Professional Meeting Minutes:
1. Use a template to capture pertinent information
2. Physically record the meetings with permission from participants
3. Do not capture every word verbatim. Instead, focus on decisions,
assignments, action steps, etc.
4. If unsure, seek clarification
5. Proofread your minutes
6. Send the minutes of your meeting out as soon as possible for feedback
and comments
Tips on Writing Minutes:
 Written in an official & formal tone
 Written objectively and accurately. Leave out personal opinions and
avoid descriptions like ‘well-presented report’ & ‘heated’ discussion’
 Written concisely. Cut out anything that is insignificant
 Written in third person. Don’t use ‘I’, ‘we’, ‘you’ or ‘your’ etc. Instead
use terms such as ‘the meeting’, ‘the committee’, ‘Chairperson’ etc
 Written in past tense for events/ actions that had taken place
 Proofread and edited to avoid typos & grammatical errors
 Completed & sent promptly; it can be as early as within 24 hours
(depending on house rules)

- Clear, Concise, Accessible, Accurate, Unambiguous, Understandable,

Impartial, Written in good and plain English
Types of Business Writing II: Emails
Writing Effective Emails:
Subject Line:
 Provide a brief but specific description of the purpose/ subject of the
email to avoid losing the recipient’s attention
Salutation:
 Always address the recipient of your email politely with the correct
salutation
 Address the recipient by the last name with appropriate honorifics (Mr.,
Mrs., Ms. etc) to be formal, or
 Address the recipient by the first name if you are familiar with him/her
Body:
 Keep the writing concise
 Organise content according to the Inverted Pyramid Structure
 Start with the main point to bring the message across
 Provide supporting details to substantiate your main points
 Include a call to action, recap of request, question or feedback so the
reader would know how to follow-up
 Inform the reader if a file is attached

Closing:
  Include a closing (e.g., best regards), followed by the name, designation
&/or contact number of writer
Additional Tip:
 Check for spelling/typo and grammatical errors
 Proofread

Email Etiquettes:
 Are principles of behaviour that one should use when writing or
answering email message
 It shows respect for your fellow email users
 It conveys your image & the image of your company
 Efficient emails get to the point & are more effective
 To write an effective email, one should adhere to the rules for
communicating respectfully and appropriately online

L05: Business Writing (II)

(1) Explain the importance of business reports
(2) Identify the format & purpose of a business report
(3) Select and organise information for a business report
(4) Produce business writing appropriate for the global
workplace

What is Business Report?

  Identifies problems or opportunities
 Provides information, facts and figures
 Weighs the pros & cons
 Provides the options or alternatives
 Suggest final solutions or recommendations
What is the PURPOSE of a Business Report?
- Writing an effective business report is essential for communicating ideas
in the workplace
- Although business reports vary in length, format, and content, they all
have one or more of the following purposes:
 Summarize & provide an overview in a clear, concise manner
 Clarify doubts about the issue, and minimise misinterpretation
 Persuade your target audience of your ideas or solutions
 Solve a problem by recommending solutions or alternatives
Hence, writing a business report allows the manager to:
 Forward the report to more than one person in the management
(communicate)
 Present the incident concisely so that the management could understand
the situation (clarify)
 Provides recommendation that gives the management time to consider
and make decisions (decide)
 Keep a formal record of his communication with his management for
future reference (record)

Who reads a Business Report?

- Employer &/or employees in a company, especially those in senior
positions
- Investors
- Business partners
- Consultants
- Clients/customers
- Lecturer
 In a business context, a business report must be objective, provides
sufficient information and written in a formal tone
 When writing a business report, it is important to consider the readers
(target audience)
  It is important to understand what the readers already know, what they
need to know, and how they will use this report
The format of A Business Report:
- The format of a business report can vary widely depending on the context
& purpose of a report
 Informational – provides factual information or update progress, OR
 Analytical – analyse data or provide recommendations/ solutions

1. Introduction:
1.1 Background
1.2 Problem
1.3 Objectives
- It sets the stage for the reader and generates the reader’s interest
1.1 Background
- Provides the relevant context or background information about the report:
* What is the current trend or situation?
* Who or which organisation is involved?
* Where is it happening?
* Why is it happening?
1.2 Problem
- describes the issue/problem reported on and provides information on the
issue/problem encountered
* What is the Marketing IG required to do?
* What is the problem encountered by the IG, or what are they unable to do?
1.3 Objectives
- states the purpose/aims of the report and provide a clear indication of what
readers can expect
* What is this report required to identify and analyse?
* What is the report required to recommend?
2. Discussion:
2.1 Findings
2.2 Analysis/Interpretations of Findings
- is the main part of your report, which includes the Findings and Analysis/
Interpretation of the findings
2.1 Findings
- present the results of the information gathered using factual data or numbers
- it contains only factual information without interpretation of data
- data/numbers are commonly compiled, organised and presented in a logical
sequence using infographics such as tables, charts &/or text-based infographic
2.2 Analysis/ Interpretation
- provides the interpretation and analysis of your findings by making
connections & analysing the implications of these findings
* What do these numbers mean?
* What are the implications of these findings?
* What does it say about this phenomenon?
* The major issues/themes can be identified and discussed from the findings

3.Conclusion
- Reiterates the main points of the report & summarizes the main findings
- No new information should be put in a conclusion
- It is written in the present tense & arranged as a numbered, bulleted list
- Arranged in order of importance, rather than necessarily in the order
found in your discussion
- Match each point in sequence with the list of recommendations
- Ensure each point links with the report’s objectives

4. Recommendations
- Specific, concise, clear, and action-oriented suggestions/solutions to solve
the report problem
- The difference between conclusions and recommendations in a report lies
in the orientation to time
- Recommendations are oriented to the future, provides “answer” to the
problem
- Arranged as a numbered, bulleted list
- Each recommendation should provide a response & appear in sequence
with each conclusion in the list
- Write in future tense where appropriate

5. References
- All works/studies referred to in the report in the form of quotations or
citations must be included in the section
- They should be written in a separate page & arranged in alphabetical
order
- This list of referenced should not be numbered

Why cite your sources?

 To show that you have done the proper research and to add credibility to
your business report
 To be responsible by giving credit to the other authors, and
acknowledging their work
 To avoid plagiarism
 To allow your readers to track the sources you used by citing them
accurately in your report
Facebook Post
Post Author Surname, First initial. Or Name of Group. (Year, Month Date).
Content of the post up to the first 20 words [Attached media, if applicable] [Type
of post]. Site Name. URL
The National Library of Singapore. (2020, January 10). Effective Communication
for the Workplace [Image attached] [Status Update], Facebook.
http://www.facebook.com/NLB/photos/a.1234567

Tweet
Author, A. A. [@username]. (Year, Month Day). Content of the post up to the
first 20 words [Tweet]. Site Name. URL
1. Ardern, J. [@jacindaardern]. (2018, October 15). I salute you,
@Kereru4PM #BirdOfTheYear [Tweet].
Twitter. https://twitter.com/jacindaardern/status/1051569120066469889
Instagram Photo
Author, A. A. [username]. (Year, Month Day). Caption of photo or
video. [Photograph or Video]. Site name. Retrieved date, from http://xxxxx
1. New Zealand Police [newzealandpolice]. (2019, November 15). Class of
2019 // Wellington dog section [paw prints emoji] #fridayfloof
[Photograph]. Instagram. https://www.instagram.com/p/B43Cl_-J9pN/
YouTube Video
Author, A. A. [username]. (Year, Month Day). Title of video [Video]. Site
name. http://xxxxx
1. Fogarty, M [Grammar Girl.] (2016, September 30). How to diagram a
sentence (absolute basics) [Video]. YouTube.
https://www.youtube.com/watch?v=deiEY5Yq1qI

L06 – L07 : Non-verbal Cues

(1) Identify common non-verbal communication cues
(2) Interpret nonverbal behaviour & explain how it
aids/hinders communication in the workplace
(3) Demonstrate appropriate non-verbal behaviour in
communication
 (4) Describe the importance of presentation skills in the
global workplace
(5) Explain how basic persuasion appeals work in the
context of business communication
(6) Apply the appropriate persuasive appeals to prepare &
deliver an effective presentation

Non-Verbal Communication:
- Research suggests that only 7% of a message is sent through spoken
words, with the remaining 93% sent by non-verbal expressions
- It is a communication without words
Why use Non-Verbal Communication:
- Words have limitations (e.g., pointing out directions, expressing emotion)
 Body language is helpful to explain shapes & show directions
 Physical appearance provides an immediate signal about who you
are/your personality
- Non-Verbal cues are more genuine as they cannot be controlled as easily
as words (e.g widening your eyes when in shock)
- Adds richness & complexity to messages (e.g., smiling while saying you
are happy, rolling your eyes)
- Can express feelings inappropriate to state
 Proxemics & facial expressions can help express your level of comfort
with someone
5 Types of Non-Verbal Communication:

Paralanguage

Kinesics /
Proxemics Body
Language

Physical Facial
Appearance Expression
 PARALANGUAGE:
It is not just what you say, but HOW you say it:
- Often conveys emotions (e.g., speaking softly when you are sad)
- Modifiers of the voice include
 Volume
 Pitch
 Rhythm
 Use of Pauses
 Taking turns in the conversation
 Using fillers (e.g., “umm…ahhh…”)

KINESICS/ BODY LANGUAGE:

Alongside facial expression, body movements are the most difficult non-
verbal cue to control

Body Language Includes:

 Gestures (pointing, waving, putting your hands in air)
 Posture (slouching in your seat, standing straight)
 Movement (walking fast, jumping)
Kinesics can emphasise your points if timed and executed correctly.

FACIAL EXPRESSION:
The face can express countless emotions without words.
Facial Markers Include:
 Forehead (frowning, wrinkled forehead)
 Eyes (maintaining eye contact), eyebrows (raising or furrowing
eyebrows), eyelids (blinking hard)
 Nose (scrunching the nose)
 Mouth (opening the mouth), lips (curling the lip)
 Chin (jutting the chin)
These cues can be deliberate or spontaneous
Eye contact is an important element of facial expression.
 PHYSICAL APPEARANCE/DRESSING:
- Refers to the visible attributes i.e., how a person looks
- Dressing portrays the background, personality, and values of the
communicator
- Workplaces normally have dress codes that include clothing, hair,
grooming, neatness, and suitability of artifacts

PROXEMICS:
 The study of how we use & regulate our personal space, including
touching
 There are 4 zones of personal space:

DO’s & DON’Ts for Non-Verbal Cues:

DOs:
 Read NVCs as a group
- Do not rely on a single NVC. Consider all NVCs together. Are they
consistent with the message you are receiving?
 Check your perception
- If you are unclear, ask questions to clarify if your perception is correct
 Increase awareness of your own non-verbal cues
- Ask for feedback from the other party
- Check if you are sending out the wrong signals
 DON’Ts:
 Don’t assume that you can interpret a non-verbal cue accurately
- NVCs may mean different things to different culture & societies
- Be vigilant & respectful in identifying NVC cues during your daily
communication with members of the same or different cultures

Non-Verbal Cues in The Workplace:

(1) Eye Contact
(2) Firm Handshake
(3) Dressing professional
(4) Upright Posture (no leaning/slouching)
(5) Appropriate Facial Expression (maintain slight smile while listening,
avoid frowning)
(6) Appropriate Paralanguage (volume, pace)
(7) Giving Your Full Attention (no multi-tasking, face the person
speaking to you)
(8) Effective Gestures (natural & lively, avoid
pointing/fidgeting/scratching/tapping/resting your head on your hand)

Persuasive Appeals:
- Ways to change the mind of another person/ to persuade others to believe
a particular point of view
 Ethos (credibility)
 Pathos (emotion)
 Logos (logic)
ETHOS:
- Credibility (or ethical) appeal can be established through the speaker or
author:
 Authority: expertise & knowledge
 Reputation: credentials/past successes
 Character: trustworthy/respectable/likeable
- The source’s credibility:
 Use of government statistics
 Use of corporate logo
PATHOS:
 Appealing to the audience’s emotions/feelings
 Use of vivid language, emotional language & numerous sensory details to
arouse the audience interest
LOGOS:
 Logical reasoning to support a claim
 Evidence, facts & statistics to support your claims

Preparing for a Presentation: The 8 Steps

7 8
1 2 3 4 5 6
Anticipat Practise
Know your Know your Structure Plan your Plan your Prepare
audience e presentati
purpose the body beginning ending visuals on
questions

I. Planning Presentation Content: Know Your Audience

 Demographics:
- Do you know most members of the audience?
- What facts do you know, such as their age group & job positions?
 Motives:
- How much interest does your audience have in the topic?
- How can your information benefit your audience?
 Psychographics:
- What is your audience attitude toward your subject?
- What is their attitude toward your subject?
 Content:
- How much does your audience know about your topic?
- What do you expect your audience to do with the information you
provide?
I. Planning Presentation Content: Structure
- The Introduction which catches the attention of the audience & preview
the topics
- The Body that provides:
 Enough information to enable the audience to understand the background
for the presentation
 Main message
 Adequate supporting ideas/materials
 The scope & purpose
- The Conclusion that provides a summary & signals the end to the speech

I. Planning Presentation Content: Visual Aids

- Good use of visual aids to enhance the effectiveness of communication
- Good use of the principles of design to enhance the effectiveness of the
visual aids and presentation slides
Delivering The Presentation: Managing Anxiety
(1) Know Your Audience
(2) Know Your Material
(3) Practice
(4) Prepare
(5) Visualize Your Success
(6) Breathe
(7) Relax
(8) Eye Contact
(9) Move
(10) Smile
Delivering The Presentation: Managing Q&A
L08: Introduction to Infographic
in Business Communication
(1) Identify the types of infographics used in business
communication
(2) Illustrate data visualisation using common MS Office
tools
(3) Explain the role of data visualisation in analysis &
decision making
(4) Apply basic infographics to enhance business
communication
What is an Infographic?
- There are 4 key types of infographics used in business communication:
(1) Table
(2) Bar Chart
(3) Line Chart
(4) Pie Chart

(1) Table:
 Shows exact figures and values
 Organises information into rows and columns

(2) Bar Chart:

 Visualises quantitative data
 Ranks or compares categorical data
 2 types of bar chart: Vertical Bar Chart & Horizontal Bar Chart
- Grouped Vertical/Horizontal Bar Chart
- Stacked Vertical/Horizontal Bar Chart

(3) Line Chart

 Compares several data sets, or shows trends over a period of time
 Allows users to visualise relationships between varying data sets, such as
correlated events, similarities, or unexpected differences

(4) Pie Chart

 Show percentages or proportional data
 Compares a set of values to a whole
 Sum of all the segments of the chart must equate to 100%
 Data points should be mutually exclusive
 The largest slice must be placed from the top followed by the next largest
slice in a clockwise direction
 Data in pie chart can be presented visually in 2 ways: Bottom Legend and
Right Legend

What is Data?
- Facts and Statistics collected for reference or analysis

How can we present data visually:

 Step 1: Define your message
Step 2: Identify the type of comparison
Step 3: Chart Selection

Step 1: Define your message

- What is your Objective?
- What do you want to communicate to your audience? (Think about
CAPS)
- What is the key message to your audience?
Step 2: Identify the type of comparison
- Ranks or compares data or items of different values
- Common types of comparison:
 Bar Chart: Item(ranking), Ranks & compares data or items of different
values
 Line Chart: Time Series (changes over time), Shows trends over a period
of time to aid comparison
 Pie Chart: Component (percentage of total), Shows percentages &
comparison of one value to its whole
Step 3: Chart Selection
- After you have identified the type of comparison you are making, next
step is to select an appropriate chart

Best Practices when creating

Bar Charts:
 Keep the colours consistent
 Use accent colours to highlight meaningful data points or changes
 Use horizontal labels to improve readability
 Start y-axis at 0 to approximately reflect the values

Line Charts:
 Use Solid Lines
 Do not plot more than 4 lines
 Use the correct height so that lines take up roughly 2/3 of the y-axis
Pie Charts:
 Do not illustrate too many categories
 Ensure all slice values add up to 100%
 Order the slices from big to small in a clockwise direction

L09: Business Writing & Visual

Presentations
(1) Apply the appropriate persuasive appeals in business
communication
(2) Demonstrate ability to produce a business proposal

What is a Business Proposal?

- It is a business document designed to make a persuasive appeal to the
audience to achieve a defined outcome, often proposing a solution to a
problem
- Features many of the common elements of a report, but its emphasis on
persuasion guides the overall presentation
- An effective business proposal informs & persuades efficiently
It describes:
 What you can offer?
 How you can solve another business’s problem?
 How you plan to solve that problem?
 Things required to solve the problem: Cost, Time required, Other
resources needed to complete the work
2 Type of Business Proposal:
- Formal Proposal: 5-200 pages
 Detailed document organised into many parts to help readers understand.
It comprises of:
 Executive summary, title page, table of contents
 Problem & proposed solution
 Scope, cost, and work schedule of solution
 Background of solution provider
 Charts, graphs, appendices

- Informal Proposal: 4-6 Pages

 Cover key points of a formal business proposal in a more succinct manner

Components of a Business Proposal: Structure (CAPS)

 Information’s are in a specific order, much like a resume or even a letter
 Each component of your proposal has its place. Use these components
effectively to highlight your product service
 Each category is an opportunity to sell, & should reinforce your
credibility, passion, and the reason why your solution is simply the best
 It is NOT a must to include all categories. Include only those that are
relevant to your context
 Background, Problem,
Introduction Purpose
Proposal, Plan, Schedule
Informal Business
Proposal Body Staffing

Budget

Conclusion Authorisation

1.INTRODUCTION
- Briefly explains the reasons for the proposal
- Include some possibilities:
 Hint at results, with details to be revealed shortly
 Promise low costs or speedy results
 Mention resources (well-known authority, new computer program, well-
trained staff)
 Identify a problem & promise a solution to be explained further
 Specify a key issue or benefit

2. BACKGROUND, PROBLEM, PURPOSE

- Discuss the background
- Identify the problem & discuss the goals/purposes of the project
- Goals should be SMART:
 Specific
 Measurable
 Agreed Upon
 Realistic
 Time-Bound

3. PROPOSAL, PLAN, SCHEDULE

- Explain your plan to solve the problem
- Discuss how the plan will be implemented & evaluated
- Outline a timetable. Furnish a schedule showing what will be done and
when
 4. STAFFING
- This section describes the specific credentials and expertise of the key
personnel for the project
- Mention how your resourced are superior. It may identify the size &
qualification of support staff, along with other resources such as
computer facilities & special programs for analysing statistics

5. BUDGET
- List the projected costs
- Itemise the costs if necessary
- You should also protect yourself with a deadline for acceptance

6. AUTHORISATION
- Proposals should close with a request for approval or authorisation
- The closing should remind the reader of the key benefits & motivate
action

The Importance of ETHOS, PATHOS, & LOGOS in Professional Writing:

Ethos:
- Establishes the writer’s credibility
- Writers show their expertise on the topic & present themselves as
respectable authority figures whom their audience can trust for reliable
information
Pathos:
- Uses emotional appeals to connect the writer to the intended audience
- It personifies the author & links the author to the audience in the closest
way possible – emotionally
Logos:
- Stating facts & data
- Used to show examples, studies and statistics to uphold any claims that
are made in the writing. Without logos, the writing would not be a
factually based informative piece of work

Tips for Writing Better Business Proposals: Language, Tone & Style
 1. Pick the Right Tone of Voice
 How we say something is as important as what you say
 Using the right tone can help you relate & connect emotionally with your
audience
 Your tone should be professional, conversational & empathetic

2. Answer the Question, “WHY?”

 Write clearly & persuasively
- Why is the client looking for help?
- Why should they choose our business?
- Why shouldn’t they choose the competitor?
- Why should they trust us?
- Why are we the expert in this situation?
- Why is our solution the right one for this client?

3. Be Persuasive
 Use the Problem – Agitate – Solution formula
- Problem: Show that you grasp the challenge the client is facing
- Agitate: Make the problem seem a little more painful. Paint a scenario
where, if the problem persists, it could have a detrimental outcome for the
client’s business
- Solution: Get to be the hero with your brilliant solution

4. Use Plain Language

 Use simple, concrete words
 Use positive words instead of negative words
 Use simple connectors instead of strings of words
 Use active verbs instead of passive ones
 Use precise verbs instead of abstract nouns
 Use short, everyday words instead of long, academic words
 Use short sentences, 15-20 words. Limit most to one main idea

L10 – L11: Diversity in Workplace

(1) Identify the dimensions of diversity in the global
workplace
(2) Explain the importance of cultural competence & mutual
respect in diverse global workplace
 (3) Identify the role of culture in the global workplace
(4) Explain the nature of intercultural communication
(5) Apply strategies to achieve effective intercultural
communication

The Role of Culture in Communication:

Culture influences all

forms of communication People from different
and cultures communicate
how we interact with differently
others

A good understanding of
other cultures and how
Cultural differences can
culture differs from one
become a barrier to
another is key to
communication
effective intercultural
communications

HOFSTEDE’S CULTURE DIMENSIONS

- The framework consists of several major cultural distinctions:
- It helps us to:
 Understand cultural differences
 Reduces the tendency to see other cultures through our own cultural
standards, and
 Modify our behaviour for more effective intercultural communications
E.g., We could avoid labelling someone as ‘selfish’ if we understood the
individualistic nature of his/her nature

INDIVIDUALISM vs COLLECTIVISM
High Collectivism/ Low Individualism
- Frequent use of ‘we’
- Take pride in being a group member
- Measure success by the extent one contributes to group
 - Emphasise hierarchy within group
- Tendency towards conformity
- Behave according to social norms to maintain harmony of group
- Share resources & prepared to sacrifice self-interest for group interest
- Consider consequences of action that will impact others
High Individualism/ Low Collectivism
- Frequent use of ‘I’
- Focus on self
- Take pride in standing out from the crowd
- Measure success by which one surpasses others
- Concerned with own needs, interests and goals
- Place self-interest above collective interests
- Valur independence & self sufficiency
- Think that their beliefs are unique

POWER DISTANCE
Low Power Distance
- Decentralised authority
- Decision making responsibility
- Consultative or participative management style
- Flat organisational structures, not many hierarchical levels
- Small proportion of supervisory staff
- Able to question authority
- Tend towards equality
- Conscious about one’s right
High Power Distance
- Centralized authority
- Top-down leadership and management style
- Many hierarchical levels
- Large number of supervisory staff
- Accept that power has its privileges
- Inequality and power differences are expected
MASCULINE vs FEMININE
High Femininity/ Low Masculinity
- Nurturing & compromising
- Priorities in life are on relationship and quality of life
- Emphasise non-materialistic aspects of success
- Work to live; Shorter, more flexible working hours & longer vacations
- Place importance in compassion, kindness & goodwill
- Place more equality between the male & female gender
- Social gender roles overlap: careers are not compulsory men
High Masculinity/ Low Femininity
- Assertive, tough & dominant
- Priorities in life are achievements, material welfare & personal growth
- Emphasise on the value of mastery (of job, nature, people, etc.)
- Live to work; Longer work hours and shorter vacations
- Place less importance on compassion, kindness & goodwill
- Society is more male dominated
- Social gender roles are distinct: careers are optional for women

UNCERTAINTY AVOIDANCE
Low Uncertainty Avoidance
- Risk taking e.g., more entrepreneurial
- Flexible e.g., tolerates ambiguity
- Little or moderate resistance to change
- Tolerance of differing behaviours and opinions
- Organisations have few rules & a relatively low degree of structure
High Uncertainty Avoidance
- Avoidance of risks e.g., dismissals are rare & turnover is low
- High resistance to change, e.g., prefers statis quo
- Lack of tolerance for deviants
- Need for predictability hence, planning is important
- Organisations have clearly defined structures, written rules, &
standardised procedures etc.
LIMITATIONS in Hofstede’s Cultural Dimensions Model :
(1) The averages of a country do not relate to individuals of that country
 Even though this model has proven to be quite often accurate when
applied to the general population, one must be aware that non all
individuals or even regions with subcultures fit into the mould
 It is to be used as a guide to understand the difference in culture between
countries, but not as law set in stone. As always, there are exceptions to
the rule

(2) How accurate is the data?

 Data has been collected through questionnaire, which have their own
limitations
 How much does the culture of a country change over time, either by
internal or external influence?
Conflict in Intercultural Communication
 With cultural differences, CONFLICTS tend to occur
 THOMAS-KILMANN Conflict Management Model provides strategies
to reduce or resolve conflicts

- Developed by psychologists Kenneth Thomas & Ralph Kilmann, the

model examines the styles & behaviours we adopt when handling conflict
- With better understanding of its accompanying consequences, we can
choose strategies that will help to reduce/resolve conflicts

THE THOMAS-KILMANN CONFLICT MANAGEMENT MODEL

- Competing (Win-Lose)
- Compromising (Neither Win nor Lose)
- Collaborating (Win-Win)
- Accommodating (Lose-Win)
- Avoiding
Competing Strategy
1. When quick, decisive action is vital – e.g., emergencies
2. When important & unpopular courses of action need to be
implemented – e.g., cost cutting, enforcing unpopular rules, discipline
etc.
3. On issues vital to the organization’s welfare when you know you’re
right
4. To protect yourself against people who take advantage of non-
competitive behaviour
Collaborating Strategy
1. To find a solution when both sets of concerns are too important to be
compromised
2. When your objective is to learn – for example, testing your own
assumptions, understanding the views of others
3. To merge insights from people with different perspectives
4. To gain commitment by incorporating other’s concerns into a
consensual decision
5. To work through hard feelings which have been interfering with an
interpersonal relationship
Compromising Strategy
1. When goals are moderately important, but not worth the effort or
potential disruption
2. When 2 opponents with equal power are strongly committed to
mutually exclusive goals
3. To achieve temporary settlements to complex issues
4. To arrive at convenient solutions under time pressure
5. As a backup when collaboration or competition fails
Accommodating Strategy
1. When you realise that you are wrong – to allow a better position to be
heard, to learn from others, & to show that you are reasonable
2. When the issue is much more important to the other person
3. To build up social credits for later issues which are important to you
4. When you are outmatched & losing
5. When preserving harmony & avoiding disruption are especially
important
6. For the development of subordinates by allowing them to experiment
& learn from their own mistakes
Avoiding Strategy
1. When an issue is trivial or when other more important issues are
pressing
2. When you perceive no chance of satisfying your concerns – e.g.,
when you have low power or are frustrated by something which
would be very difficult to change (national policies, someone’s
personality etc.)
3. When the potential damage of confronting a conflict outweighs the
benefits of its resolution
4. To let people cool down to reduce tension and to regain perspective &
composure
The Thomas-Kilmann Conflict Management Model:
- No conflict management style is inherently right or wrong
- Strategy could be inappropriate for a given situation, resulting in a
situation quickly spiralling out of control
- Choosing the appropriate strategies may result in a conflict resolution
E.g., choosing the Competing Strategy when negotiating with an angry person
might escalate a situation, but we could Accommodate or even Avoid
temporarily to allow him/her to cool down

L12 – L13: The Digital Divide

(1) Define digital literacy in the global workplace
(2) Analyse how digital literacy impacts global workplace
communication
(3) Demonstrate understanding of the importance of critical
thinking in the use & creating of digital information
(4) Define media literacy in the global workplace
(5) Explain how media messages shape communication
(6) Evaluate media messages that contain misinformation

What is Digital Literacy?

- Aims to equip people with the ability to USE technology optimally,
CREATING & SHARING digital content safely and responsibly, to
achieve a better quality of life
Key Concepts of Digital Literacy
1. Digital Media are networked
 Everything and everyone is connected to everyone else

2. Digital Media are shareable and persistent (digital footprints)

 Everything on digital networks is stored somewhere & can be copied and
shared

3. Digital Media have unexpected audiences (cyber security)

 What you share online can be seen by people you didn’t think would see
it

4. Interactions through digital media can have real impact (cyberbullying &
screen time)
 What we do online can have a real impact, but we can’t always tell how
other people are feeling

5. Digital Media experiences are shaped by the tools we use

 How we use digital tools like social networks & search engines is
affected by how they’re designed

1. CYBER SAFETY

A. Protecting Personal Information

 Change social media privacy settings to allow only people you know &
trust to see your posts
 Use secure sites when sharing personal & financial information. E.g.,
shopping contest, registering
 Set string passwords & enable 2FA
 Never give out or post your email publicly
 Be wary of emails, social media messengers & IM messages that contain
links

B. Protecting Your Computer From Cyber Threats

 Install & update anti-virus and anti-spyware software
 Install & update personal firewall software
 Enable automatic updates of your operating systems
 Enable security functions on your browser
 Set string passwords and change them regularly
 Think before you click
 Turn off your Internet connection when not in use
 Back up information stored in your computer

2. DIGITAL FOOTPRINTS
Why do digital footprints matter?
- Once information is online, it can be difficult (or impossible) to remove
- It determined someone’s digital reputation
- Words & photos can be easily misinterpreted and altered, causing
unintentional insult
- Content intended for a private group can easily spread to a broader circle,
hurting relationships and friendships

3. CYBERBULLYING
  It is an act of using the Internet or digital devices, with the intent of
intimidating or hurting a person or groups, includes:
- Sending/posting hurtful texts and messages
- Embarrassing photos
- Spreading false rumours online

 Ways to deal with cyberbullying:

- It is not your fault
- Never respond
- Report
- Block the person
- Seek support
Core Values:
1. Empathy: Can you look at an issue from someone else’s point of view?
2. Respect: Can you disagree with someone and yet respect them as a
person?
3. Responsibility: Should people be accountable for what they say online?
Would that include you?
4. Integrity: Would you accept others posting untrue things about you?

What is Media Literacy?

- The ability to access media on a basic level, to analyse it in a critical way
based on certain key concepts, to evaluate it based on that analysis and,
finally, to produce media oneself
Key Concepts for Media Literacy
 Media have social and political implications
 Each medium has a unique aesthetic form
 Media are constructions
 Audience negotiate meaning
 Media have commercial implication
A Digital & Media Literate person is someone who is able to:
- Critically evaluate & interpret information on media platforms, both
online and offline
- Recognise the online risks & take appropriate actions to protect self and
others
- Make wise choices about the information they create, post & share online
 - Take responsibility for their actions & show good judgement in their
online interactions
Why be MEDIA LITERATE?
1. We live in a media-filled environment. We are bombarded with media
messages all day, everyday
2. We need to be able to tell the difference between what is said and not
said, and what is the truth and what is not
3. It helps us understand communication platforms and how they can be
used & manipulated
4. Being media literate is part of being an informed & educated citizen

ISSUES
(1) Fake News
(2) Doxing
(3) Online Scams
(4) Media and Persuasion

(1) Fake News

What is Fake News?
- It is any information that is deliberately or accidentally misinformative or
untrue, often published with the intention of misleading the public,
damaging an entity, or gaining financially
Types of Fake News:
 Propaganda created to influence public perception
 Falsely stating negative things about the character of a person or entity
 Manipulation of images or videos to create a false narrative
 News that is fabricated & has no factual grounding
 Advertisements trying to gain profit by lying about their costs
 Advertisements that appear to have created by news outlet
Combating Fake News:
1. Question The Source:
- Make sure that you obtain your information from a credible source with a
good reputation. Check the URL to make sure its not a hoax site
 2. Verify The Information
- Cross-check with other reliable sources & websites to see if the same
story is running in all of them

3. Examine The Pages

- Fake websites often do not have ‘About Us’ or ‘Contact Us’ pages or
have limited helpful information on them. If you’re still unsure, you
should also check the author’s background for credibility

4. Check The Language

- Look out for grammar or spelling mistakes. These could suggest that the
site is not credible

5. Read Beyond The Headlines

- Some headlines are sensationalised to attract more readers. Always read
through the entire article before forming any conclusions

6. Ask The Experts

- To get help to verify the accuracy of Singapore-based information, you
can go to websites such as Factually, Snopes, or write to The Staits
Times. For assistance to find credible sources, you can email The
National Library Board Reference Point

(2) Doxxing
What is Doxxing?
- Publishing a victim’s identity information with the intention to harass,
threaten or abuse. Often seen as part of “online vigilantism” campaigns.
What is Identity Information:
 The individual’s name and contact details
 Information about the individual’s family, employment, or education
 Any photos or videos that identify the individual
Preventing Doxxing:
1. Do not dig & share identity information of others
2. Do not criticise or accuse any person or organisations without verifying
the issue
3. Do not post unverified comments or photos that may affect the reputation
of someone or organisations
 4. Remove any comments or posts that might present information that is
untrue

(3) Online Scams

- It is designed to trick you into giving away your money, personal details,
or data by offering an attractive deal or false information
Combating ONLINE SCAMS:
1. Be Alert
 Take time to understand the types of scams that may affect you. Take
precautions so that you can spot and avoid them

2. Create Strong Passwords

 Ensure your passwords are at least 8 characters long, & include numbers,
special characters, and mix of lowercase & uppercase letters. You should
also change your passwords regularly

3. Keep Your Personal Information Safe

 Before you share personal details (e.g., address, date of birth, phone
number), ensure you are on a trusted website or dealing with someone
you know & trust

4. Control Privacy Settings

 Manage the privacy settings of your social media accounts so that only
people you know & trust can view it

5. Verify Links Before Clicking

 Hover your mouse over the link to check the source before clicking it. It
could lead you to websites that infect your device with malicious
software

6. Ignore & Block Anonymous Senders

 Avoid responding to anonymous emails unless you can verify the
sender’s identity. If they claim to be from the government, check the
‘From’ email address as all official government email addresses end with
“gov.sg”

(4) Media & Persuasion

 - Advertisers go to great lengths convincing us to make that purchase
decision. We need to critically evaluate advertising claims so that we can
be wiser consumers
We Should:
 Be aware of how we can be influenced & exercise good judgement for
ourselves
 Be mindful that many bloggers & YouTubers recommend and endorse
products & services. Do you know if they have been paid to say good
things about the product & get other benefits in return?
 Always research & read multiple reviews, especially from different
consumers to cross-check product claim or endorsements
Common Tactics:
- Association - Fear
- Join the Bandwagon - Beautiful people everywhere
- Celebrity endorsements - Humour
- Getting an expert
Understanding TEXT & SUBTEXT:
Text:
- What is actually shown in the message
 Picture
 Slogan
Subtext:
- Your interpretation of the message
 Interpretation of the slogan
 Interpretation of the picture