Professional Documents
Culture Documents
Course Rev
Course Rev
Communicating at Work
Mary Ellen Guffey, Business Communication: Process and Product, 4e Copyright 2003
Physical distractions
Understanding is shaped by
Communication climate
Knowledge, mood
Values, beliefs, culture
Language skills
Listening skills
Physical barriers
Organizational Communication
Functions: internal and external Form: oral and written Form: channel selection dependent on
Message content Need for immediate response Audience size and distance Audience reaction Need to show empathy, friendliness, formality
Flow:
Formal: down, up, horizontal Informal: grapevine
Downward
Management directives Job plans, policies Company goals Mission statements
Horizontal
Task coordination Information sharing Problem solving Conflict resolution
Upward
Employee feedback Progress reports Reports of customer interaction, feedback Suggestions for improvement Anonymous hotline
Written
Executive memos, letters Annual report Company newsletter Bulletin board postings Orientation manual
Oral
Telephone Face-to-face conversation Company meetings Team meetings
Electronic
E-mail Voicemail Instant Messaging Intranet Videoconferencing
As Marketing Requested It
As Sales Ordered It
As Engineering Designed It
As Production Manufactured It
As Maintenance Installed It
Message Distortion
Downward Communication Through Five Levels of Management
Message
written by board of directors
Amount of message
100%
Message Distortion
Downward Communication Through Five Levels of Management
Message
written by board of directors received by vice-president
Amount of message
100% 63%
Message Distortion
Downward Communication Through Five Levels of Management
Message
written by board of directors received by vice-president received by general supervisor
Amount of message
100% 63% 56%
Message Distortion
Downward Communication Through Five Levels of Management
Message
written by board of directors received by vice-president received by general supervisor received by plant manager
Amount of message
100% 63% 56% 40%
Message Distortion
Downward Communication Through Five Levels of Management
Message Amount of message
100%
63% 56%
40%
30%
Message Distortion
Downward Communication Through Five Levels of Management
Message Amount of message
100%
63% 56%
40%
30% 20%
Chapter 2
Forming
Storming
Norming
Performing
Summarizer
Energizer *
Chapter 3
Interpretation
Evaluation
Action
Frame of reference
Closed-mindedness Pseudolistening *
Speakers appearance
Speakers mannerisms Lag time *
Based on International Listening Association <www.listen.org/pages/ irritating listening habits.html>, January 2001.
Nonverbal Communication
Nonverbal communication includes all unwritten and unspoken messages, both intentional and unintentional *
Territory
Appearance of documents
How can these nonverbal forms be used to send positive messages? *
Chapter 5
Mary Ellen Guffey, Business Communication: Process and Product, 4e Copyright 2003
Business writing is . . .
Purposeful. It solves problems and conveys information. Economical. It is concise. Reader-oriented. It focuses on the receiver, not the sender.
Phase 2: Writing
Researching, organizing, composing
Phase 3: Revising
Revising, proofreading, evaluating
Receiver-focused
Please complete these forms so that you will be eligible for health and dental benefits.
Receiver-focused
You can buy a years supply of paper and pay for only six months worth during our two-for-one sale.
Writers are sometimes unaware of the hidden messages conveyed by their words.
You failed to . . . .
(You are careless.)
Your delay . . . .
(You are at fault.)
You forgot to . . . .
(You are not only inefficient but also stupid and careless.)
Safety information
Marketing information
Activity 5.1
TO: All Employees Using HP 5000 Computers Your cooperation is urgently needed in solving a serious computer security problem. To enable you to keep your files and those of the entire company secure, please follow these two actions: 1. Keep your password private. Please do not share it with anyone.
Activity 5.1
By refusing to share your password, you prevent intrusion into your private files. Automatic log-on procedures are also dangerous. Although they seem to save time, they give anyone access to the entire computer system--even a person without prior knowledge of your password. Please sign the attached form and return it to me indicating that you are aware of this urgent problem and are willing to avoid these two actions in your computer use. Attachment
Chapter 6
Mary Ellen Guffey, Business Communication: Process and Product, 4e Copyright 2003
Organizing Data
Listing and outlining
INDIRECT PATTERN
Composing
Independent Clause: They were eating cold pizza. Dependent Clause: that they want to return for a refund Phrase: to return for a refund
Comprehension Rate
100% 90% 80% 50%
Make sure the most important idea is the subject of the sentence.
Place the main idea in a short sentence.
Effective Paragraphs
Effective Paragraphs
Drafting effective paragraphs
Discuss only one topic in each paragraph. Arrange sentences in a strategic plan. Link ideas to build coherence. Use transitional expressions for coherence. Compose short paragraphs for effective business messages.
Effective Paragraphs
Discussing only one topic in each paragraph
Group similar ideas together. Start a new paragraph for each new topic.
Effective Paragraphs
Arranging Sentences in a Strategic Plan
Direct Plan: main sentence followed by supporting sentences (for defining, classifying, illustrating, and describing ideas) Pivoting Plan: limiting sentences, main sentence, supporting sentences (for comparing and contrasting)
Effective Paragraphs
Arranging Sentences in a Strategic Plan
Indirect Plan: supporting sentences, main sentence (for describing causes followed by effects)
Effective Paragraphs
Linking ideas to build coherence
Sustain the key idea by repeating or rephrasing it. Use a pronoun (. . . to fulfill three goals. They are . . .). Dovetail sentences. Connect the beginning of each new sentence with a word from the end of the previous sentence (. . . to hire new employees. These employees . . .).
Effective Paragraphs
Using transitional expressions for coherence
Recommended expressions:
additionally
also
as a result for example in other words therefore
Activity 6.1
To: All Southeast Division Employees To help you make better hardware and software selections that benefit you and the Southeast Division, the Systems Development Department has developed three steps we'd like you to follow in making any future purchases. 1. Contact SDD when you begin your search for hardware or software. Our staff is very knowledgeable about personal computers, word processing programs, and other software. As a result, we can provide you with invaluable assistance in making the best selection for your needs at the best possible prices.
Activity 6.1
2. Present a written proposal and a purchase request form for approval. The proposal must establish the need for computer equipment and analyze the benefits resulting from the purchase. Also include an itemized statement of costs for all proposed hardware and software.
3. Coordinate all future purchases with SDD. After your equipment or software arrives, be sure to continue to schedule all purchases through SDD. In this way, we can help maintain compatibility; your computer can "talk" with those of your colleagues in the division. We can also help you develop a library of resources to share.
Activity 6.1
If you follow these three steps, we'll all benefit from a coordinated purchase effort. Call me at X466 if you have any questions.
Activity 6.2
I. Before purchase
A. Let us help you make a decision.
other
Activity 6.2
Activity 6.2
Outline
Activity 6.7
I. Problem
II. Background
Activity 6.7
Activity 6.7
II. Background
A. Current radio formats available to listeners in Scottsdale B. Demographics of target area
Activity 6.7
B. News preferences
1. Emphasis: primarily national but some local news 2. Frequency and length: hourly but short
Activity 6.7
Activity 6.7
V. Recommendations
A. Hybrid format combining easy listening and soft rock B. 3- to 5-minute newscasts hourly; cover national news but include local flavor C. Start new station immediately
Chapter 7
Mary Ellen Guffey, Business Communication: Process and Product, 4e Copyright 2003
Keep it conversational.
Remove opening fillers.
Eliminate redundancies.
Reduce compound prepositions. Purge empty words.
Keep it simple.
Avoid indirect, pompous language.
Poor: It would not be inadvisable for you to affix your signature at this point in time. Improved: You may sign now.
Keep it conversational.
Formal: Our Accounting Department takes this opportunity to inform you that we have credited your account for the aforementioned sum. Conversational: We have credited your account for $100.
Eliminate redundancies.
collect together
contributing factor
personal opinion perfectly clear
Bullets, like
Headings and print options
CAPITAL LETTERS underscores boldface italics font sizes
Measure readability.
Apply a readability test such as Gunning's Fog Index.
Multiply.
Multiply by 0.4 25 x 0.4 = 10
(The reading level of our sample letter is 10.)
1. Prewriting
Analyze: Define your purpose. Select the most appropriate form (channel). Visualize the audience. Anticipate: Put yourself in the readers position and predict his or her reaction to this message. Adapt: Consider ways to shape the message to benefit the reader, using his or her language.
2. Writing
Research: Collect data formally and informally. Generate ideas by brainstorming and clustering. Organize: Group ideas into a list or an outline. Select the direct or indirect strategy.
Compose: Write first draft, preferably on a computer.
3. Revising
Revise: Revise for clarity, tone, conciseness, and vigor. Revise to improve readability. Proofread: Proofread to verify spelling, grammar, punctuation, and format. Check for overall appearance. Evaluate: Ask yourself whether the final product will achieve its purpose.
Capitalize
Lowercase (dont capitalize) Transpose Close up
Insert space
Insert punctuation Insert period Start paragraph
19 11 14 25 10
Chapter 8
Assignment 2 Due
Assignment will be on my website within 2 days
February
th 9
Conversational tone
Conciseness
Graphic highlighting *
Organization of Memos
Subject line
Opening
Body
Closing *
Opening
Start directly; restate and amplify the main idea.
Indirect (ineffective) opening:
This is to inform you that we must complete the annual operating budgets shortly. Over the past two months many supervisors have met to discuss their departmental needs.
Body
Explain and discuss the topic.
Use graphic highlighting to facilitate reading, comprehension, and retention.
Closing
Request action, including an end date.
Summarize the message or provide a closing thought. *
Kinds of Memos
Procedure and Information Memos
Request and Reply Memos
Confirmation Memos *
Confirmation Memos
Also called to-file reports or incident reports. Record oral decisions, directives, and discussions. Include names and titles of people involved.
Be concise.
Dont send anything you wouldnt want published. Dont use e-mail to avoid contact. Never respond when youre angry.*
6. Reckless copying *
Chapter 9
Opening
Ask a question or issue a polite command (Will you please answer the following questions. . . ?). Avoid long explanations that precede the main idea.
Body
Explain your purpose and provide details. Express questions in parallel form. Number them if appropriate. To elicit the most information, use openended questions (What training programs do you recommend?) rather than yes-or-no questions (Are training programs available?). Suggest reader benefits, if possible.
Closing
State specifically, but courteously, the action you wish to be taken. Set an end date, if one is significant, and explain why. Avoid clich endings (Thank you for your cooperation). Show appreciation but use a fresh expression. Make it easy for the receiver to respond.
Order Letters
Opening
Use order language to identify the message (Please send by UPS the following items from your spring catalog). Name the information source (the May 2 advertisement in the Daily News). *
Body
List items vertically. Provide quantity, order number, complete description, unit price, and total price. Prevent mistakes by providing as much information as possible. *
Closing
Tell how you plan to pay for the merchandise.
Tell when you would like to receive the goods, and supply any special instructions. Express appreciation. *
Opening
Describe what you want done immediately. When the remedy is obvious, state it briefly (Please send 12 copies of Model Memos to replace the copies of Business Proposals sent in error). When the remedy is less obvious, explain your goal (Please clarify your policy regarding reservations and late arrivals). *
Body
Clarify the problem and justify your request. Provide details objectively and concisely. Dont ramble. Be organized and coherent. Avoid becoming angry or trying to fix blame. Include names of individuals and dates of previous actions. *
Closing
End courteously with a tone that promotes goodwill. Request specific action, including end date, if appropriate. Note: Act promptly in making claims, and keep a copy of your message. *
Subject Line
Consider including a subject line to identify the topic and any previous correspondence. Use abbreviated style, omitting articles (a, an, the). *
Opening
Deliver the information the reader wants. When announcing good news, do so promptly. *
Body
Explain the subject logically. Use lists, tables, headings, boldface, italics, or other graphics devices to improve readability. In letters to customers, promote your products and your organization. *
Closing
Offer a concluding thought, perhaps referring to the information or action requested. Avoid clich endings (if you have any questions, do not hesitate to call). Be cordial. *
Granting Claims
Opening
When approving a customers claim, announce the good news immediately. Avoid sounding grudging or reluctant. *
Body
Strive to win back the customers confidence; consider explaining what went wrong (if you know). Concentrate on how diligently your organization works to avoid disappointing customers. Be careful about admitting responsibility; check with your boss or legal counsel first. *
Body
Avoid negative language (trouble, neglect, fault). Dont blame customers even if they are at fault. Dont blame individuals or departments in your organization. Dont make unrealistic promises. *
Closing
Show appreciation that the customer wrote. Extend thanks for past business. Refer to your desire to be of service. *
Letters of Recommendation
Opening
Name the candidate and position sought. State that your remarks are confidential. Describe your relationship with the candidate. *
Body
Describe the applicants performance and potential. Strive to include statements about communication skills, organizational skills, people skills, ability to work with a team, etc. Include definite, task-related descriptions (She completed two 50-page proposals instead of She works hard). *
Body
Include negative statements only if they are objective and supported by facts. *
Conclusion
If supportive, summarize candidates best points. Offer ranking of candidate (Of all the accountants I have supervised, she ranks in the top 10 percent). Offer to supply additional information if needed. *
feel.
that
Chapter 11
Negative News
Mary Ellen Guffey, Business Communication: Process and Product, 4e Copyright 2003
2. Careless language
Statements that are potentially damaging or that could be misinterpreted (the factory is too hazardous for tour groups).
Bad News
Soften the bad news by (1) subordinating it (although we cant loan our equipment, we wish you well in . . .).
(2) using the passive voice (office equipment cant be loaned, but . . .). (3) embedding it in a long sentence or paragraph.
Bad News
Consider implying the refusal, but be certain it is clear. Suggest an alternative, if one exists.
Close
Supply more information about an alternative, if one is offered. Look forward to future relations.
Buffer
Express appreciation for the customers patronage or for his or her writing.
Reasons
Justify the bad news with objective reasons (except in credit denials).
Use resale, if appropriate, to restore the customers confidence. Avoid blaming the customer or hiding behind company policy.
Look for reader benefits.
Bad News
State the bad news objectively or imply it. Use resale or sales promotion only if you think doing so will not be offensive.
Close
Suggest an action or an alternative. Look forward to future business, offer best wishes, refer to gifts. Dont mention the bad news.
Chapter 12
Mary Ellen Guffey, Business Communication: Process and Product, 4e Copyright 2003
Planning
Planning
Planning
Research
Planning
Research
Planning
Research
Organization
Planning
Research
Organization
Planning
Research
Organization
Presentation
4. Three report formats (memo, letter, and manuscript) are most common.
5. Reports differ from memos and letters.
Report
-----Main Idea --------------------------------------------------------------------------------------------------------------------------------------------------------------
Direct Pattern
Enrollees
Receive
Test
Repair
Re-box
Re-stock
Floor
Shelves
Ship
William Dixon
Vice President Sales
Joan Williams
Vice President Design
Wayne Lu
Vice President Production
Clarice Brown
Manager
John Deleuze
Manager
George LaPorte
Foreman
Pie Chart
2001 MPM INCOME BY DIVISION
Pie Chart
Use pie charts to show a whole and the proportion of its components. Generally begin at the 12 oclock position, drawing the largest wedge first. Computer software programs, however, may vary in placement of wedges. Include, if possible, the actual percentage or absolute value for each wedge.
Pie Chart
Use four to eight segments for best results; if necessary, group small portions into one wedge called Other. Distinguish wedges with color, shading, or crosshatching. Keep all labels horizontal.
40
Millions of Dollars
$32.2
30
$22.0
$24.3
20 10 0
Theme Parks Motion Pictures Videos Scale captions Source note
Source: Industry Profiles (New York: DataPro, 2002), 225.
Bar Charts
Bar charts make visual comparisons. They can compare related items, illustrate changes in data over time, and show segments as parts of wholes. Bar charts may be vertical, horizontal, grouped, or segmented. Avoid showing too much information, thus producing clutter and confusion.
Bar Charts
The length of each bar and segment should be proportional. Dollar or percentage amounts should start at zero.
Documenting Data
Documenting Data
Reasons for crediting sources
Strengthens your argument Gives you protection Instructs readers
Documenting Data
Learning what to document
Another person's ideas, opinions, examples, or theory Any facts, statistics, graphs, and drawings that are not common knowledge Quotations of another person's actual spoken or written words Paraphrases of another person's spoken or written words
Documenting Data
Manual notetaking suggestions
Record all major ideas from various sources on separate note cards. Include all publication data along with precise quotations. Consider using one card color for direct quotes and a different color for your paraphrases and summaries.
Documenting Data
Electronic notetaking suggestions
Begin your research by setting up a folder on your harddrive that will contain your data. Create separate subfolders for major topics, such as Introduction, Body, and Closing. When on the Web or in electronic databases you find information you may be able to use, highlight (i.e., drag with your mouse) the passages you want to save, copy them (using control-c), paste them (using control-v) into documents that you will save in appropriate subfolders.
Documenting Data
Be sure to include all publication data. Consider archiving on a Zip disk the Web pages or articles used in your research in case the data must later be verified.
Documenting Data
Learn to paraphrase
Read the original material carefully so that you can comprehend its full meaning. Write your own version without looking at the original. Do not repeat the grammatical structure of the original, and do not merely replace words of the original with synonyms. Reread the original to be sure you covered the main points but did not borrow specific language.
Documenting Data
Two Documentation Formats
Modern Language Association
Authors name and page (Smith 100) placed in text; complete references in Works Cited.