assignments turned in communication and technology planning and writing of business messages team...

• Assignments Turned In• Communication and Technology• Planning and Writing of Business

Messages • Team Project: Timeline• Quiz

Topics for Week 3

Building Business Communication Skills

InterculturalInterculturalSensitivitySensitivity

InterculturalInterculturalSensitivitySensitivity

WorkplaceWorkplaceSensitivitySensitivity

WorkplaceWorkplaceSensitivitySensitivity

CommunicationCommunicationTechnologyTechnology

CommunicationCommunicationTechnologyTechnology

EthicalEthicalConsiderationsConsiderations

EthicalEthicalConsiderationsConsiderations

Audience-CenteredAudience-CenteredApproachApproach

Audience-CenteredAudience-CenteredApproachApproach

Communication Communication TechnologyTechnology

Voice Technologies

Virtual Agents

Mobile Communication

Networking Advances

Activity: TechnologyActivity: Technology

• Form groups of 3-4 people.• After being assigned a communication technology type,

• describe the features• identify the advantages and disadvantages of using the technology • identify an example of when a business would effectively use it

• Identify a spokesperson to report out.

Using Technological ToolsUsing Technological Tools

Internet

E-m

ail

Mobile Computing

Voice Mail

Maintain PerspectiveMaintain PerspectiveMaintain PerspectiveMaintain Perspective

Boost ProductivityBoost ProductivityBoost ProductivityBoost Productivity

Reconnect with PeopleReconnect with PeopleReconnect with PeopleReconnect with People

Planning Business Messages

Planning Business Messages

Business Messages

PurposefulPurposefulPurposefulPurposeful

Audience-CenteredAudience-CenteredAudience-CenteredAudience-Centered

Efficient Efficient Efficient Efficient

Planning Writing Completing

Analyze SituationAnalyze Situation

Gather InformationGather Information

Select MediumSelect Medium

Get OrganizedGet Organized

ReviseRevise

ProduceProduce

ProofreadProofread

DistributeDistribute

Adapt to the AudienceAdapt to

the Audience

Composethe MessageCompose

the Message

Three-Step Writing Process

AIMO

Ask specific questions to identify purpose:

• What observable, specific outcome(s) do I want?

• What will success look like?

Inform

employees

or

customersPersuade

Collaborate

and

promote

goodwill

Define Your PurposeDefine Your PurposeAIMO

Analyze Your Purpose

Will anything change?Will anything change?

Is the purpose realistic?Is the purpose realistic?

Is the timing right?Is the timing right?

Is the purpose acceptable?Is the purpose acceptable?

AIMO

Analyze Your Audience

Primary members

Size and location

Compositionn

AIMO

Knowledge Level

Expectations

Probable reaction

Concerns

What they need to know

Example of Audience Analysis

Role Finance AnalystsSize and location Group 1: 75 from China, Penang and Costa Rica

Group 2: 25 from US and Israel

Composition Group 1: Culture and language differ from US; many inexperienced users

Group 2: Experienced users

Knowledge level Little to no knowledge of application look and feel

Expectations They will be trained before Close period so they can perform their job. Need many details about the application before implementation.

Concerns They will get bogged down by the new system and have a steep learning curve, preventing them from doing their job

Probable reaction Not happy about the change

Need to know Similarities to current version of application; resources for training and help.

In groups of 3. . . . • Receive assignment on page 68.• Complete activity to analyze audiences:

– Who is my audience?– What is my audience’s attitude toward the

subject?– What does my audience need to know?

• Identify a spokesperson to report out.

Activity: Audience Analysis

In your project teams, identify the following for your audience:

• Concerns- what is your audience concerned about• Customers – who are they and what are their

needs/expectations• Primary areas of concern/focus• Probable reaction/concerns to your persuasion• What information they need to know about your

subject to be persuaded

Activity: Your Team’s Audience






ReviseRevise

ProduceProduce

ProofreadProofread



the Audience


the Message


AIMO

Internet/electronic databases

Internet/electronic databases

Viewpoints/input from others

Viewpoints/input from others

InterviewsInterviews

Survey Survey

BrainstormingBrainstorming

Gathering Information

Business booksBusiness books

AIMO

PeriodicalsPeriodicals

Company documents and reports

Company documents and reports






ReviseRevise

ProduceProduce

ProofreadProofread



the Audience


the Message


AIMO

Select the Right Select the Right MediumMedium

Oral Media Written Media

AIMO

ElectronicElectronicMediaMedia

Telephone CallsTelephone Calls

TeleconferencingTeleconferencingand Meeting Onlineand Meeting Online

ElectronicElectronicDocumentsDocuments

InstantInstantMessagingMessaging

Global Communication

Voice MailVoice Mail

VideotapesVideotapesand DVDsand DVDs

Faxes Faxes and E-mailand E-mail

Websites, BlogsWebsites, Blogsand Podcastsand Podcasts






ReviseRevise

ProduceProduce

ProofreadProofread



the Audience


the Message


AIMO

Sequencing Messages

Direct ApproachDirect ApproachIndirect ApproachIndirect Approach

Audience ReactionAudience Reaction

Message LengthMessage Length

Message TypeMessage Type

AIMO

Choosing the Approach

AudienceReaction

MessageOpening

MessageBody

MessageClosing

Eager/Interested/Pleased/Neutral Displeased Uninterested/Unwilling

Main idea, good news, or request

Necessary details

Cordial comment orstatement about

specific action

Neutral buffer statement

Reasons/justification,bad news, positive

suggestion

Cordial close

Attention-gettingstatement/question

Arousing interest,building desire

Request for action

AIMO

OrganizingBusinessMessages


Direct ApproachDirect Approach

Main idea comesfirst followed by

details and explanations

Main idea comesfirst followed by

details and explanations

Direct Approach

Direct Approach


OrganizingBusinessMessages Indirect ApproachIndirect Approach

Explanation precedes main idea

Explanation precedes main idea

Indirect Approach

Indirect Approach

In pairs. . . • Receive assignment on page 69. • Complete the activity, identifying the most

appropriate approach (direct or indirect).• Identify a spokesperson to report out.

Activity: Choosing the Approach

Writing Business Messages

Writing Business Messages






ReviseRevise

ProduceProduce

ProofreadProofread



the Audience


the Message


AC

Adapt to the Audience

RelationshipsRelationshipsRelationshipsRelationships

SensitivitySensitivitySensitivitySensitivity

Style and ToneStyle and ToneStyle and ToneStyle and Tone

AC

Audience Sensitivity

Adopt a“You” Attitude

Adopt a“You” Attitude

DemonstrateBusiness Etiquette

DemonstrateBusiness Etiquette

Emphasize the Positive


Use Bias-FreeLanguage

Use Bias-FreeLanguage

AC

The “You” Attitude

Instead of this. . . Use this . . .

To help us process this order, we must ask for another copy of the requisition.

So that your order can be filled promptly, please send another copy of the requisition.

You should never use that type of paper in the copy machine.

That type of paper doesn’t work very well in the copy machine.

AC

Speak in terms of your audience’s wishes, interests, hopes and preferences.

Instead of this. . . Use this . . .

We are now offering H-P computers at discounted prices.

You can now purchase H-P computers at discounted prices.

We are pleased to announce that you have been approved to enroll in our leadership training program.

Congratulations! You have been selected to enter our leadership training program!

The “You” Attitude

In pairs. . . • Receive assignment on page 94. • Complete activity, identifying revisions to

ineffectively written statements.• Write effectively written statements.• Identify a spokesperson to report out.

Activity: Using the “You” Attitude

Inform readers of what can be done instead of what cannot be done.

Instead of this . . . Try this . . .

Employees may not use the First Street entrance during remodeling.

Employees may use the Market Street entrance during remodeling.

We cannot fill your order until we receive an exact model number.

We can fill your order once we receive an exact model number.

We must withhold payment until you complete the job satisfactorily.

You will promptly be paid once the job is completed satisfactorily.

AC



Instead of This Use This

Cheap Merchandise

Fake

Used Cars

Failing

Elderly Person

Pimples and Zits

Bargain Prices

Imitation or faux

Resale Cars

Underperforming

Senior Citizen

Complexion Problems

In pairs. . . • Receive assignment on page 94. • Complete activity, identifying revisions to

ineffectively written statements.• Write effectively written statements.• Identify a spokesperson to report out.

Activity: Emphasizing the Positive

A Strong Audience Relationship

EstablishEstablishYour CredibilityYour Credibility

EstablishEstablishYour CredibilityYour Credibility

Build theBuild theCompany’s ImageCompany’s Image

Build theBuild theCompany’s ImageCompany’s Image

AC

Writing in Plain English

StraightforwardStraightforward

Easy to UnderstandEasy to Understand

ConversationalConversational

AC

In groups of 3 people. . . • Review the example of a business message.• Discuss the following:

– purpose– primary audience– readability

• Critique the following:– conversational, yet professional– positive, familiar language– inclusive language

• Identify spokesperson to report out.

Activity

Word ChoiceWord ChoiceWord ChoiceWord Choice

SentencesSentencesSentencesSentences

ParagraphsParagraphsParagraphsParagraphs

Composing the MessageAC

assignments turned in communication and technology planning and writing of business messages team...

Documents

audience analysis slide

purpose aimo slide

purpose realistic

purpose acceptable

audience primary members

communication technology

technology planning

change need