Communication in a Digital Age - BUS103

TOPIC 1 - CHAPTER 1 -

Framework for Business CommunicationWelcome to the first Communication in the Digital Age topic. This first topic Framework for Business Communication will examine the nature of communication and look at some of the main reasons for communication in business. This will allow you to look at and think about effective ways of communicating within business organisations.

Next is a discussion on the ways messages are encoded and decoded by the sender and receivers respectively. We will consider the appropriate channels with which to send messages and the different types of events or circumstances that might cause interference in the transmission of a given message.

Finally, the chapter introduces the various legal and ethical issues associated with the behaviours that are associated with sending and receiving messages.

“The ability to communicate effectively is, perhaps, the most important skill that one can develop in regards to our working lives. You will spend the majority of your time at work communicating with colleagues or customers.”

Scott RichardsLecturer BMIHMS

TOPIC 1 - Establishing a framework for business communication

TOPIC OUTCOMES

1. Define communication and describe the main purpose for communication in business

2. Explain the communication process model and the ultimate objective of the communication process.

3. Discuss how information flows in an organisation.

4. Explain how legal and ethical constraints, diversity challenges, team environment and changing technology influence the process of business communication.

TOPIC 1 - CHAPTER 1

Overview of Chapter This opening chapter serves to introduce some of the key points and concepts that will be used throughout this book and course.

A good understanding of what communication is and how it occurs is central to successful and efficient interactions in the workplace. Business communication does not occur in isolation, rather it is impacted by numerous external forces, including legal and ethical constraints, diversity challenges, team environment and changing technology.

Good communication is important for being successful in business. Managers spend up to 80 per cent of their time communicating—working in small groups, writing reports and speaking with employees and clients.

The major purpose of communication is to satisfy needs—personal, social, task or job. Interpersonal communication grows into group communication, which grows into organisational communication as size and complexity lead to different needs. It is these different needs that we need to be aware of in order to tailor our communication to be most effective for any given situation.

There should also be some consideration of the various ethical concerns that can arise in regards to communication. It is important to be aware of the major causes of unethical behavior. This will help with recognising the forces that can cause unethical behaviour. Recognising the causes of unethical behaviour is the first step in making business decisions that may require students to compromise their personal values.

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Recommended Readings and Self Check QuizzesRecommended readings:

Cohen, L., and Kassis-Henderson, J. 2012 ‘Language use in establishing rapport and building relations: implications for international teams and management education.’ Revue Management Et Avenir, vol. 55, pp. 185-207.

George, J, Carlson, J, & Valacich, J 2013, ' Media Selection As A Strategic Component Of Communication', MIS Quarterly, 37, 4, pp. 1233-A4.

Shrivastava, S 2012, 'Identifying the Major Components of Business Communication and Their Relevance: A Conceptual Framework', IUP Journal Of Soft Skills, 6, 4, pp. 51-66.

Shrivastava, S 2012, 'Comprehensive Modeling of Communication Barriers: A Conceptual Framework', IUP Journal Of Soft Skills, 6, 3, pp. 7-19.

Assessment Information:

By the end of this week, you should have read your BUS103 assessment brief and started to think about how you are going to manage your time this term. It’s also recommended to start early and brainstorm ideas for your presentation. You should

also start planning the structure of your assessments and set personal milestones to manage your assessments.

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Self Check Quiz Topic 1

Check Answer

Question 1 of 10Differences in education level, experience and culture or distractions such as noise, uncomfortable room temperature and interruptions are examples of:

A. Feedback

B. Interference

C. Interception

D. Decoding

Topic 2 - Chapter 2 -

Interpersonal Communication

“A wonderful fact to reflect upon, that every human creature is constituted to be that profound secret and mystery to every other.”

Charles Dickens, A Tale of Two Cities

This topic looks at the foundational elements of intrapersonal communication and specifically how a good understanding of oneself is essential to effective intrapersonal communication.

Consideration will also be given to different communication styles as well as the different types of things can can influence interpersonal communication.Another area of focus within this topic is the role of non-verbal communication - there will be significant analysis of just how great a role non-verbal communication is in transmitting a particular message or idea. Indeed some studies suggest up to 90% of what is communicated in any given message is done via non-verbal means.

Finally, consideration will be given to the extensive role that effective listening plays in good interpersonal communication, and by extension, in communication generally.

TOPIC 2 - Focusing on interpersonal communication

TOPIC OUTCOMES

1. Explain how the foundational element of intrapersonal communication is an understanding of ourselves.

2.Describe the different communication styles.

3.Define the different types of influence in interpersonal communication.

4.Describe the role of non-verbal messages in communication.

5. Identify aspects of effective listening.

TOPIC 2 - CHAPTER 2 -

Overview of ChapterIn considering the nature of interpersonal communication it is important to fully explore the role that intrapersonal communication plays in the ability to understand ourselves and so be better able to engage others more effectively. There are two significant concepts that will help to explain how interpersonal communication involves a knowledge of our own self-concept and the related concept of self-esteem. Both of these ideas help us to understand how we communicate with others.

It is clear that there are different ways or strategies for communicating with others. These communication styles are avoiding, aggressive and assertiveness. Obviously the choice of communication style will impact on the nature of any interpersonal communication that occurs.

This topic will also consider the ways in which influence can be exerted over other participants in interpersonal and small group communication.

Furthermore the rather expansive role of non-verbal messages in communication. In doing so it will be necessary to examine the idea of metacommunication and kinesic messages and the role that they play in communicating and understanding non-verbal messages. Consideration will be given to the various factors that can influence and challenge non-verbal cues.

Finally, in this topic, discussion will also focus on effective listening techniques and the role the effective listening plays in communication generally.

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Recommended Readings and Self Check QuizzesRecommended readings:

Onderko, P. 2014 "Conversatioti peace: how to communicate positively with even 1 the most challenging person you know." Success Mar. 2014: 42+. Gale Power Search.

McQueen, R., Rayner, K., and Kock, N. 1999 “Contribution by participants in face-to-face business meetings: Implications for collaborative technology.” Journal of Systems and Information Technology, Vol. 3 Iss: 1, pp.15 - 34

Ladkin, A., & Weber, K. 2011 “Leadership Issues and Challenges in the Tourism Industry: A Hong Kong Perspective.” Asia Pacific Journal Of Tourism Research, Vol. 16 No. 3, pp. 273-288.

Hynes, G. E. 2012 “Improving Employees’ Interpersonal Communication Competencies: A Qualitative Study.” Business Communication Quarterly, Vol. 75 No. 4, pp. 466-475.

Assessment Information:

You should be planning your approach to your report and have begun the research process. You should have explored the library databases to look for supporting evidence to assist you in your assessments. Finally, you should have started to look at the first half of your first reflective journal questions.

Make sure to manage your time well and check your assessment timetable.

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Self Check Quiz Topic 2

Check Answer

Question 1 of 10Janet tells Juan, ‘Don't be late for work.’ Janet's probable metacommunication is:

A. ‘I'm in charge here.’

B. ‘You are frequently late for work and this is a warning.’

C. ‘This is America, not Mexico.’

D. No metacommunication appears in the statement.

TOPIC 3 - CHAPTER 2

Group Communication

This topic explains the underlying concepts related to communicating within the context of a group. This will require an analysis of the characteristics of effective teams and the challenges groups might face as they go through the group decision-making process.

It then continues with a discussion of the group decision-making process and how to deal with the likely conflict within groups by considering the role of c o n f l i c t r e s o l u t i o n i n t h e g r e a t e r g r o u p communication/decision-making process.

Finally, given the nature of modern business entities and greater organisational communication, there will also be discussion on the aspects of effective meeting management.

“Working in groups can be can present significant problems for organisations if they are not properly prepared. Good planning and strategies for overcoming conflict such as competition, collaboration, compromise, avoidance, and accommodation will contribute to the effectiveness of group communication within an organisation.”

Scott Richards

TOPIC 3 - Focusing on group communication

TOPIC OUTCOMES

1. Explain the factors influencing the increasing importance of group communication.

2.Explain the difference between groups and teams.

3.Outline the group decision-making process.

4.Discuss group conflict and conflict resolution.

5. Discuss aspects of effective meeting management.

TOPIC 3 - CHAPTER 2

Overview of Chapter Group communication, as a process, has been increasing in importance as a result of the changing nature of communication generally and within organisational structures and hierarchies more specifically. Flattened organisational structures and an increased focus on cooperation within organisations has fueled this growth in importance.

The difference between groups and teams is also important in considering the role of group communication. The primary differences between the concepts of a group and of a team are the attitude of constituent members and their level of commitment to the group or team. This topic will cover the developmental process that teams undergo in order to develop a response or strategy to deal with a particular problem or issue.

Group decision-making is a process that consists of four stages, namely; orientation, discussion, decision and implementation. While there are obvious positives associated with the process it is important that group members should aware of some of the negative consequences that can arise from the group decision-making process.

Finally there will be consideration of group conflict and the various ways that group conflict can be resolved. The importance of learning how to deal with grop conflict is evident from the increased we all have as individuals working in group environments.

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Recommended Readings and Self Check QuizzesRecommended readings:

de Jong, J. and Den Hartog, D. 2007 "How leaders influence employees' innovative behaviour", European Journal of Innovation Management, Vol. 10 No. 1, pp.41 - 64.

Tuleja, E. A., & Greenhalgh, A. M. 2008 “COMMUNICATING ACROSS THE CURRICULUM IN AN UNDERGRADUATE BUSINESS PROGRAM: MANAGEMENT 100--LEADERSHIP AND COMMUNICATION IN GROUPS.” Business Communication Quarterly, Vol. 71 No. 1, pp. 27-43.

Paulson, E. 2011 “Group Communication and Critical Thinking Competence Development Using a Reality-Based Project.” Business Communication Quarterly, Vol. 74 No. 4, pp. 399-411.

Sigmar, L., Hynes, G., & Hill, K. 2012 “Strategies for Teaching Social and Emotional Intelligence in Business Communication.” Business Communication Quarterly, Vol. 75 No. 3, pp. 301-317.

Assessment Information:

Your report should be finalised and ready for submission via turnitin.com. Please make sure you have adhered to the school’s required format regarding reports and referencing.

You should also be continuing your research in regards to Part A of your Reflective Journals.

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Self Check Quiz Topic 3

Check Answer

Question 1 of 10Josh is a new manager whose department has experienced a lot of infighting and jealousy; he tries to reduce group competition and increase cooperation by using the ____ philosophy.

A. win-lose

B. compete-reward

C. win-win

D. family

TOPIC 4 - CHAPTER 3 AND 4

Planning Written and Spoken MessagesThis chapter develops the key concepts of spoken and written forms of communication. The main focus is on learning the skills needed to effectively use spoken and written forms in order to accurately transmit a particular message.

In looking at spoken and written messages there will be discussion of; how to determine the purpose of a message and the appropriate channel used to transmit it, how to envision the audience, how to adapt a message to the audience and finally how to organise a message having taken into consideration as many extraneous factors as possible.

There will also be significant discussion of different ways of structuring a message. Specifically both inductive and deductive methods of composing a message will be considered.

“Precision of communication is important, more important than ever, in our era of hair trigger balances, when a false or misunderstood word may create as much disaster as a sudden thoughtless act.”

James ThurberLanterns and Lances

TOPIC 4 - Planning written and spoken messages

TOPIC OUTCOMES

1. Identify the purpose and type of message.

2. Develop clear perceptions of the audience to enhance the impact of the communication.

3. Consider the context of the message and any environmental influences that may affect its delivery.

4. Determine the appropriate channel and media for communicating the message.

5. Apply techniques for adapting messages to the audience.

6. Recognise the importance of organising a message before writing the first draft and select the appropriate message outline (deductive or inductive for developing messages to achieve the desired response.

TOPIC 4 - CHAPTER 3 AND 4

Overview of ChapterThere are many significant factors that need top be considered when planning any type of written or spoken message. This topic will look at factors involved in developing and planning an appropriate message.

The ability to effectively plan both written and spoken messages is an important measure of the ability to communicate generally. This idea has been recognised by educators (in regards to overall literacy rates) but also by businesses that have made the connection between having literate staff and an improving bottom line. With business’s having made this connection there has been a willingness to help educate employees on the best and most effective ways of communicating.

Being an effective communicator will help to increase a persons effectiveness in achieving individual, team or organisational goals. Importantly this will require a good knowledge technology in the workplace and the ability to adapt to changing situations and circumstances.

In looking at this topic it should also be noted that developing the skills to compose effective written and spoken messages will save organisations time and money as well as show the communicator to be a capable and consummate professional.

Finally there will an analysis of the different approaches to framing a message, namely; the deductive and inductive approaches and how these are best used in any given set of circumstances.

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Recommended Readings and Self Check QuizzesRecommended readings:

Ober, S., Zhao, J. J., Davis, R., & Alexander, M. W. 1999 “Telling It Like It Is: The Use of Certainty in Public Business Discourse.” Journal Of Business Communication, Vol. 36 No. 3, pp. 280-300.

Wilkie, H. 1999 “Communication: It's a Contract.” Canadian Manager, Vol. 24 No. 4, pp. 12.

Volkema, R. J., & Niederman, F. 1996 “Planning and Managing Organizational Meetings: An Empirical Analysis of Written and Oral Communications.” Journal Of Business Communication, Vol. 33 No. 3. pp. 275-296.

Chen, p., Okumus, F., Hua, N., and Nusair, K. 2011 "Developing effective communication strategies for the Spanish and Haitian-Creole-speaking workforce in hotel companies", Worldwide Hospitality and Tourism Themes, Vol. 3 No. 4, pp. 335 - 353.

Assessment Information:

There should be significant attention given to your Part A of the Reflective Journal by the end of this week. You should also be starting to think about the topic of your presentation and

beginning the research required to be properly prepared for to address your tutorials on the topic of your choice.

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Self Check Quiz Topic 4

Check Answer

Question 1 of 10

Which of the following is not highly emphasised for purposes of communication in business?

A. To persuade.

B. To establish credibility.

C. To entertain.

D. To convey goodwill

TOPIC 5 - CHAPTER 5

Communicating ElectronicallyThis topic explores different approaches that can be taken in regards to communicating electronically. There are many d i f ferent extant ways of communicating electronically - this topic will consider these as well as other emerging technologies.

Electronic communication is popular, informal, and yet powerful as a form of communication in business organisations. As a result there has been a proliferation of electronic communication channels.

There will be some consideration and emphasis is g i v e n t o e m a i l , i n s t a n t m e s s a g i n g , w e b communications (such as web pages and weblogs), voice and wireless communication, text messaging and other emerging technologies. Legal and ethical issues related to the use of ICT’s and related technologies will also be analysed.

“Email, instant messaging, and cell phones give us fabulous communication ability, but because we live and work in our own little worlds, that communication is totally disorganized.”

Marylin vos Savant

“The major advances in speed of communication and ability to interact took place more than a century ago. The shift

TOPIC 5 - Communicating Electronically

TOPIC OUTCOMES

1. Identify the appropriate use of communication technology, including its legal and ethical implications.

2. Discuss the effective use of email and instant messaging in business communication.

3.Explain principles for writing effectively for the World Wide Web.

4.Discuss the effective use of voice and wireless technologies in business communication.

TOPIC 5 - CHAPTER 5

Overview of ChapterThis topic covers a still growing form of communication: electronic communication. Electronic communication is a relatively new form of communication - especially when compared to spoken or traditional written forms of communication. Of course the relative ‘newness’ of electronic communication means that there can be difficulties in identifying the appropriateness of it as a communication channel.

Some consideration will be given to the legal and ethical issues associated with electronic communication and the rights a responsibilities of both employers and employees in a workplace context.

Other considerations in regards types of electronic communication include the choice between email, instant messaging and the use of social media. Some situations lend themselves to better mediums. The will be an exploration of the positives and negatives associated with different types of electronic communication, including, but not limited to email, instant messaging and the use of social media.

When composing messages for an audience on the World Wide Web it is important to remember some basic strategies for engaging with an audience. These include keeping messages succinct, keeping them simple, using appropriate jargon, and dealing with single issues.

Finally there will be consideration of the role of voice and wireless communication in the workplace and the future for business communication in a digital environment.

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Recommended Readings and Self Check QuizzesRecommended readings:

Ip, C., Leung, R., and Law, R., 2011 "Progress and development of information and communication technologies in hospitality", International Journal of Contemporary Hospitality Management, Vol. 23 No. 4, pp. 533 - 551.

Extejt, M. M. 1998 “Teaching Students to Correspond Effectively Electronically.” Business Communication Quarterly, Vol. 61 No. 2, pp. 57-67.

Turner, R. 2013 “Harnessing the Power of Electronic Communication.” Collector (0010082X), Vol. 79 No. 5, pp. 26-28.

Morozan, C., Enache, E., and Purice, S. 2012 “COMMUNICATION BY MEANS OF THE NEW SOCIAL NETWORKS.” Annals Of The University Of Oradea, Economic Science Series, Vol. 21 No. 2, pp. 855-860.

Assessment Information:

By the end of this week, you should have finished Part A of your Reflective Journals and looking onto completing the research for your presentations and Part B of the Reflective Journals. From here you should be starting to practice and rehearse your presentation ready for assessment. 15

Self Check Quiz Topic 5

Check Answer

Question 1 of 10Which of the following is NOT a benefit of email in regards to business communication?

A. Email reaches people more quickly than letters or memorandums.

B. Email can be easily discarded when the message does not have to be kept.

C. Email relieves the recipient from playing ‘telephone tag.’

D. Email is private because it requires the use of a password to access it.

TOPIC 6A, 6B, 6C - CHAPTER 6, 7, AND 8

Preparing good-and-bad-and-persuasive messagesThis chapter provides an overview of factors that affect the preparation of good, bad and persuasive messages.

Good news and neutral news messages both use deductive outlines. There will be consideration of the strategies needed in regards to the use of form documents, the creation of positive news messages and other routine and procedural messages.

In contrast to other messages, bad news messages typically require an inductive approach. The construction of bad news messages involves a more delicate and nuanced approach than good or neutral messages. Mastering the delivery of bad news is an essential skill for effective professional managers to develop.

“The value associated with knowing the art of preparing content specific correspondence should never be underestimated. The ability to effectively communicate and persuade is one that you must harness in order to be successful in business.”

Scott RichardsLecturer

TOPIC 6 - Preparing good and bad messages

TOPIC OUTCOMES

1. Describe the deductive outline for good news and routine information and its adaptations for specific situations.

2. Prepare messages that convey good news, including thank-you and appreciation messages.

3. Explain the steps in the inductive approach and understand its use for specific situations.

4. Discuss strategies for developing the five components of a bad-news message.

5. Prepare messages providing constructive criticism and negative organisational news.

6. Write effective persuasive requests (claim, favour and information requests and persuasion within an organisation).

TOPIC 6 - CHAPTER 6, 7, AND 8

Overview of Chapter This particular topic is quite large and will be presented over two lectures as there is a large amount of material to cover when considering good, bad and neutral messages and the role that they play

The persuasive principles presented in Chapter 8 have application in face-to-face business relationships as well as in written activities. The ability to persuade is useful in a variety of real life circumstances in which communicators will need to motivate action, such as selling a product, a service or one’s own abilities; gaining acceptance of an idea or collecting money. Various types of persuasive writing situations are analysed so that a proper understanding of persuasive writing can be developed.

There will be an examination of the inductive and deductive approaches to message construction. There will be careful consideration of which methods are the most appropriate for a given set of circumstances and these will be tied directly to examples from various businesses and industries.

Finally focus will be given to developing the skills that are needed to write effective messages that help deliver communication in the most effective and efficient manner possible.

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Recommended Readings and Self Check QuizzesRecommended readings:

Tutaj, K., and van Reijmersdal, E. A. 2012 “Effects of online advertising format and persuasion knowledge on audience reactions.” Journal Of Marketing Communications, Vol. 18 No. 1, pp. 5-18.

Opperman, S. 2012 “Modern messaging: Persuasive media relations in the digital age.” Public Relations Tactics, Vol. 19 No. 11, pp. 15.

French, S. L., and Holden, T. 2012 “Positive Organizational Behavior: A Buffer for Bad News.” Business Communication Quarterly, Vol. 75 No. 2, pp. 208-220.

Jansen, F., and Janssen, D. 2013 “Effects of Directness in Bad-News E-Mails and Voice Mails.” Journal Of Business Communication, Vol. 50 No. 4, pp. 362-382.

Assessment Information:

By the end of this week, you should have finished presentation and be ready to present to the class on your chosen topic. Looking forward you should be thinking about and

researching your topic questions for Part B of the Reflective Journal which is due after the final tutorial.

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Self Check Quiz Topic 6

Check Answer

Question 1 of 10If you need to convey information that contains good- or neutral-news, you should:

A. use letters but not e-mail or voice mail.

B. use e-mail but not letters or voice mail.

C. use e-mail and letters but not voice mail.

D. use e-mail, memos or voice mail.

TOPIC 7 - CHAPTER 9, 10, AND 11

Understanding Reports and Proposals:The Problem Solving ProcessThis chapter introduces the different types of reports and proposals used by business organisations. Some consideration will be given to selecting an appropriate format based on various criteria.

Importantly there will be a discussion of the four step problem-solving process. Namely, defining a problem, selecting a research method, collecting and organising data and documenting sources and analysing results and drawing conclusions.

Finally this chapter will look at effective strategies for creating effective and impressive reports and proposals.

"Solve it. Solve it quickly, solve it right or wrong. If you solve it wrong, it will come back and slap you in the face, and then you can solve it right. Lying dead in the water and doing nothing is a comfortable alternative because it is without risk, but it is an absolutely fatal way to manage a business."

Thomas J. Watson

TOPIC 7 - Understanding reports and proposals

TOPIC OUTCOMES

1. Identify the characteristics of a report and the various types of business reports.

2. Identify the characteristics of a proposal and the various types of business proposals.

3. Apply steps in the problem-solving process and methods for solving a problem.

4. Use appropriate printed, electronic and primary sources of information.

5. Demonstrate appropriate methods of collecting organising and referencing information.

6. Explain techniques for the logical analysis and interpretation of data.

TOPIC 7 - CHAPTER 9, 10, AND 11

Overview of Chapter In this topic there will be some consideration and analysis of reports in a business context. There are many different types of reports that are used in business communication. Reports can be short or long, informal or formal, solicited or unsolicited - they are reports that are defined by the aims or stated outcomes; including, information, analytical or recommendation reports. Reports can even be defined by the direction in which they travel within an organisation: vertical or lateral reports.

There will be discussion regarding the role of proposals in an organisational setting. The nature of a proposal will obviously be different depending on its nature and aims. So,while proposals can be solicited or unsolicited, most are written in response to a formal or informal request. A formal “Request for Proposal” document will usually outline the requirements for a specific job. Where a proposal is unsolicited, the task can become much more difficult, as the report will need to be convincing enough to demonstrate a particular need. A proposal is a way of solving a problem for the reader - so a convincing proposal should use strategies to show how a problem exits and what action can be taken to solve it.

There will also be reflection on the use of appropriate sources in business reports and valid methods for collecting other forms of data. Finally there will be an examination of the techniques and strategies used in analysing and interpreting both primary and secondary data.

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Recommended Readings and Self Check QuizzesRecommended readings:

Gros, R. J. 1974 “Determining the Effectiveness of Selected Techniques Taught in Business Report Writing.” Journal Of Business Communication, Vol. 11 No. 3, pp. 21-27.

“A case of the call center blues.” 1994. Business Communications Review, Vol. 2 No. 8, pp. 65.

Hiemstra, K. M. 2001 “Instructor and Student Perception of What is learned by Writing the Business Report.” Business Communication Quarterly, Vol. 64 No. 2, pp. 44-54.

Rentz, K., Arduser, L., Meloncon, L., and Debs, M. 2009 “DESIGNING A SUCCESSFUL GROUP-REPORT EXPERIENCE.” Business Communication Quarterly, Vol. 72 No. 1, pp. 79-84.

Assessment Information:

After delivering your presentations, this week should be used to focus on completing Part B of your Reflective Journals.

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Self Check Quiz Topic 7

Check Answer

Question 1 of 10Which of the following provides the best definition of a report?

A. An orderly, objective communication that flows downward within an organisation for the purpose of presenting data for the customer.

B. A formal, objective piece of writing that meets the need for information needed by a wide audience.

C. An orderly, objective message used to convey information within an organisation or between organisations to assist in problem solving and decision making.

D. A formal organised message that conveys the opinions and intuitive feelings of the writer.

TOPICS 8 - CHAPTERS 12

Designing and Delivering Business Presentations

In today’s environment, delivering a successful business report involves not only making an effective spoken presentation but incorporating appropriate visuals as well. The chapter emphasises timeless techniques of spoken delivery as well as visual and graphic design principles. Because the ability to give presentations using alternate delivery situations is important in today’s workplace, the chapter covers strategies for responding to a culturally diverse audience and ef fect ive team and distance presentations.

“He who wants to persuade should put his trust not in the right argument, but in the right word. The power of sound has always been greater than the power of sense.”

Joseph Conrad

“PowerPoint may not be of any use for you in a presentation, but it may liberate you in another way, an artistic way. Who knows.”

David Byrne

TOPIC 8 - Designing and delivering business presentations

TOPIC OUTCOMES

1. Plan a business presentation that accomplishes the speaker’s goals and meets the audience’s needs.

2. Organise and develop the three parts of an effective presentation.

3. Select, design and use presentation visuals effectively.

4. Deliver speeches with increasing confidence.

5. Discuss strategies for presenting in alternate delivery situations such as culturally diverse audiences and team and distance presentations.

TOPICS 8 - CHAPTERS 12

Overview of Chapter In order to properly plan a business presentation that accomplishes the speaker’s goals and meets the needs of the audience two key ideas must be considered: the identification of a key message and a good understanding of the audience.

In practice many presentations will be formal and this should mean sufficient time for planning. A combination of a clear well developed message and an appropriate tone and approach for the audience will help create a more effective presentation.

A simple but effective approach to presentations is very similar to the structure of an essay in that it consists of an introduction, a body and a close. The classic repetition of this type of structure has been proven effective in getting an audience to engage with the central tenants of the presentation.

Also the use of visual aids and the overall design of the presentation can impact on how effective a presentation might be. Awareness of what types of design aid and which can detract from a message is an important skill to develop in order to improve the effectiveness of any given presentation.

Finally there will be consideration of the different types of approaches that might be used as alternative delivery messages given culturally diverse audiences and/or geographically distinct workplaces.

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TOPICS 8 - CHAPTERS 12

Recommended Readings and Self Check Quizzes

Recommended readings:

Gallo, C. 2007 “Designing the Perfect Presentation.” Businessweek Online, Vol. 18.

“Delivering Presentations.” 2007 Bloomsbury Business Library - Actionlists & Checklists, Vol. 99.

Lucente-Cole, G. 2004 “Delivering An Effective Presentation.” Public Relations Quarterly, Vol. 49 No. 4, pp. 42.

“Effective Public Speaking.” 1993 Journal of Sport Management, Vol. 7 No. 2, pp. 175.

Eppard, R. 2008 “Professionally speaking.” Journal Of Property Management, Vol. 73 No. 6, pp. 18.

Assessment Information:

This final week should be used to focus on completing Part B of your Reflective Journals.

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Self Check Quiz Topic 8

Check Answer

Question 1 of 10Knowing the audience, means to:

A. identify their ages, incomes, occupations and gender.

B. understand their perspective on the topic you will present.

C. understand why the topic you will present is important to them.

D. all of the options given.

TOPIC 9 -

BUS103 Course review

The final chapter for BUS103 Communication in a Digital Age is for revision and course review. In this chapter there will be discussion of all topics covered in the course, namely;

1. Framework for Business Communication2.Interpersonal Communication3.Group Communication4.Planning Written and Spoken Messages5. Communicating Electronically6.Preparing good-and-bad-and-persuasive messages7. Understanding Reports and Proposals: The Problem

Solving Process8.Designing and Delivering Business Presentations

A final discussion will contextualise the major concepts covered in the course as a whole within the field of business and organisational communication.

“Now this is not the end. It is not even the beginning of the end. But it is, perhaps, the end of the beginning.”

Winston Churchill

“I seldom end up where I wanted to go, but almost always end up where I need to be.”

Douglas Adams

LEARNING OUTCOMES FOR BUS103

COMMUNICATION IN A DIGITAL AGE

1. Recognise and reflect critically on the importance of group communication.

2. Critically review and make judgement upon constructing and disseminating good news and bad news messages in a business context.

3. Discuss and present the effective use of digital, voice, and written message technologies in business communication.

4. Analyse and apply the use of interpersonal communication in business.

5. Evaluate how legal and ethical constraints, diversity challenges, team environment and changing technologies influence the process of business communication.

TOPIC 9 -

Course review Over the course of BUS103 - Communication in a Digital Age there has been a clear focus on recognising the importance of group communication within organisations and businesses in this new ‘digital age’. There is certainly an increasing focus among businesses on making sure that there employees are effective communicators.

Having learnt that most employees spend most of there time communicating with clients, customers and other staff businesses are beginning to support communication literacy by encouraging their employees to improve their own communication skills. This has important implications regarding an organisations ability to deal with and properly communicate both good and bad messages.

Technology has had a significant impact on the way in which individuals and businesses communicate. There has been ample evidence to show that business are looking new technologies and engaging them in order to maximize their efficiency in regards to communication. Through all of this there has been a need to be aware of the legal and ethical constraints that drive the decision-making processes behind how people communicate and engage with new technologies to help communication.

The success of a business can rely on how effectively they communicate with and engage with their target audience. Smart businesses continually strive to improve their communication both internally and externally.

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TOPIC 9 -

Course review and further readingFurther reading:

Morrow, S. 2011 Everything You Need to Know About the Fundamentals of Business Communication. Newmarket, Ont: BrainMass Inc.

Hinner, M. B. 2010 The Interrelationship of Business and Communication. New York: Lang.

Forsyth, P., and Kay, F. 2008 The Art of Successful Business Communication. London: The Institution of Engineering and Technology.

Price, D. 2012 Well Said! : Presentations and Conversations That Get Results. New York: American Management Association.

Chan, J. 1999 Presentation Success : How to Plan, Prepare, and Deliver Effective Presentations. Watertown, MA American Management Association.

Donohue, J., Shrestha, P., and Adinolfi, L. 2009 Professional Communication Skills for Business Studies. Milton Keynes: Open University.

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Self Check Quiz - Course Review

Check Answer

Question 1 of 10The single most important aspect of successful teamwork is:

A. shared leadership.

B. diversity of group members.

C. effective communication.

D. problem solving and consensus.