Review Ch1- Ch8

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Chapter 1
• Know the difference between business communication 1.0 and 2.0

(1.0)
Publication
Lecture
Intrusion
Unidirectional
One to many
Control
Low message frequency
Few channels
Information Hoarding
Static
Hierarchical
Structured
Isolation
Planned
Isolated

(2.0)
Conversation
Discussion
Permission
Bidirectional, Multidirectional
One to one, Many to many
Influence
High message frequency
Many channels
Information Sharing
Dynamic
Egalitarian
Amorphous
Collaboration
Reactive
Responsive

• Understand the difference between internal communication, external communications and formal communications.

1. Internal communication: takes place between people inside a company
2. External communications: takes place between a company and outside parties.
3. Formal communication network mirrors the company’s organizational structure.

• Understand the value of business information
1. Competitive insights
2. Customer needs
3. Regulations and guidelines

• Understand variables in the communication process.
Potential Problems:
1.
• Unclear ideas
• Uncertain goals
2.
• Unclear writing
• Inefficient writing
• Unfocused writing
3.
• Inappropriate medium
• Distracting design
4.
• Noise and distractions
• Competing messages
• Filters
• Channel breakdowns
5.
• Message missed
• Message ignored
6.
• Meaning misinterpreted
7.
• No response
• Wrong response
• Message forgotten
8.
• No means of providing feedback
• Feedback ignored
• Misinterpretation of nonverbal signals
Solutions:
1.
• Clarify purpose before beginning
2.
• Outline carefully
• Improve writing skills

3.
• Choose medium carefully
4.
• Reduce noise and distractions
• Change restrictive policies and corporate cultures
• Monitor for breakdowns.
5.
• Focus on audience needs.
• Meet audience expectation
• Make message easy to find
6.
• Understand audience beliefs and biases
• Use compatible language and images
• Maintain good etiquette.
7.
• Emphasize benefits of responding
• Clarify desired response, making it easy to respond.
8.
• Enable and encourage feedback
• Listen to and learn from feedback
• Learn to interpret nonverbal signals.
• Understand what the communication process is.

1. Sender has an idea
2. Sender encodes the idea in a message
3.Sender produces the message in a medium
4. Sender transmits message through a channel
5. Audience receives the message
6. Audience decodes the message
7. Audience responds to the message
8. Audience provides feedback to the sender

• Understand what the ……… centered approach is to communication
An Audience-centered approach involves understanding and respecting the members of your audience and making every effort to get your message across in a way that is meaningful to them. “you” attitude. Keeping your audience’s needs in mind helps you ensure successful messages.

• How to give …….review back.
Constructive feedback (constructive criticism) focuses on improvement, not personal criticism. It focus on the process and outcomes of communication, not on the people involved.
Destructive feedback simply criticizes with no effort to stimulate improvement.

Chapter 2
• Understand what are the advantages and disadvantages of teams are
Effective teams can pool knowledge, take advantage of diverse viewpoints, and increase acceptance of solutions the team proposes.
o Increased information and knowledge
o Increased diversity of views
o Increased acceptance of a solution
o Higher performance levels.

Teams need to avoid the negative impact of groupthink, hidden agendas, and excessive costs. (disadvantages)
o Grouptink
o Hidden agendas
o Cost

• How to prepare for meetings
To ensure a successful meeting, decide on your purpose ahead of time, select the right participants, choose the time and facility carefully, and set a clear agenda.
o Identify your purpose
o Select participants for the meeting
o Choose the time and prepare the facility
o Set the agenda
• Understand the advantages and disadvantages of web based meeting.

• Understand what nonverbal communication are
o Facial expression
o Gesture and posture
o Vocal characteristics
o Personal appearance
o Touch
o Time and space

• Tips for improving phone skills

Chapter 3
• Understand cultural context and how it affects business
• age differences, gender, religious, ability differences
• business in other cultures

Chapter 4
• Understand how to define your purpose when planning business messages
• What are the steps for gathering information

Chapter 6
• How to evaluate content, organization, style, tone
• Table 6.2 - revising for clarity
• Editing for clarity conciseness
• Table on revising for conciseness
• section on using technology
• typefaces
• designing multimedia documents - pluses and minuses

Chapter 7
• How to choose electronic media for brief messages and creating content for social media
• Tips for effective e-mail messages

Chapter 8
• Section on common examples of routine requests
• responding to claims
• Common examples of routine replies and positive messages (whole section) - you’re at fault, the companies at fault, they’re at fault

Chapter 10: Writing Persuasive Messages

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1. Apply the three-step writing process to persuasive messages

· Persuasion is the attempt to change someone’s attitudes, beliefs, or actions.

· Failing to clarify your purpose is a common mistake with persuasive messages.

· Demographics include characteristics such as age, gender, occupation, income, and education.

· Psychographics include characteristics such as personality, attitudes, and lifestyle.

2. Identify seven ways to establish credibility in persuasive messages

· Using simple language

· Supporting your message with facts

· Identifying your sources

· Establishing common ground

· Being objective

· Displaying your good intentions

· Avoiding the “hard sell.”

3. Describe the AIDA model for persuasive messages

o Using the AIDA model is an effective way to organize most persuasive messages:

· Attention

· Interest

· Desire

· Action

4. Distinguish between emotional and logical appeals and discuss how to balance them

· Emotional appeals

· Logical appeals: analogy, induction, and deduction.

· Logical flaws include hasty generalizations, circular reasoning, and attacks on opponent’s oversimplifications, false assumptions of cause and effect, faulty analogies, and illogical support.

· Reinforcing your position

· Anticipating objections

· Common examples of persuasive business messages

5. Describe seven essential steps in developing marketing and sales messages

· Assess customer needs

· Analyze your competition to make sure your messages don’t overlap existing messages from competitors

· Determine key selling points and customer-oriented benefits

· Anticipate purchase objections and address as many as possible in your initial message

· Apply the AIDA model or a similar organizational plan to ensure a successful sequence of persuasive points

· Adapt your writing to social media, if appropriate

· Maintain high standards of ethics, legal compliance, and etiquette

6. Identify steps you can take to avoid ethical lapses in marketing and sales messages

Effective and ethical persuasive communicators focus on aligning their interests with the interests of their audiences. They help audiences understand how their proposals will provide benefits to the audience, using language that is persuasive without being manipulative. They choose words that are less likely to be misinterpreted and take care not to distort the truth. Throughout, they maintain a “you” attitude with honest concern for the audience’s needs and interests.

Interesting Web:

1. Persuasive Messages

http://www.scribd.com/doc/11856858/Persuasive-Messages

From this web, we can learn organization's persuasive messages methods and plan for claims.

2. How to Leave a persuasive Message That Makes Leads Call You Back

https://www.prospectzone.com/insurance/newsletter/mar06/persuasive- message.html

From this website, we can get some tips about persuasive message to leads

Chapter 9: Writing Negative Messages

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1. Apply the three-step writing process to negative messages

Step 1: Planning a Negative Message
Analysis, investigation, and adaptation help you avoid alienating your readers. When preparing negative messages, choose the medium with care. Appropriate organization helps readers accept your negative news.
Step 2: Writing a Negative Message
Step 3: Completing a Negative Message

Five goals of negative messages:

• Give the bad news
• Ensure acceptance of the bad news
• Maintain reader’s goodwill
• Maintain organization’s good image
• Minimize or eliminate future correspondence on the matter, as appropriate



2. Explain the differences between the direct and the indirect approaches to negative messages, including when it’s appropriate to use each one.

Choosing the Better Approach

• Will the bad news come as a shock?
• Does the audience prefer short messages that get right to the point?
• How important is this news to the audience?
• Do you need to maintain a close working relationship with the audience?
• Do you need to get the audience’s attention?
• What is your organization’s preferred style?


Using the Direct Approach Effectively

• Opening with a clear statement of the bad news
• Providing reasons and additional information
• Closing on a positive note


Using the indirect approach effectively

• Opening with a buffer
• To handle bad news carefully
• Avoid a negative or uncertain conclusion


3. Explain the importance of maintaining high standards of ethics and etiquette when delivering negative messages.

• First, in many cases, the communicator needs to adhere to a variety of laws and regulations when delivering negative messages.
• Second, good ethical practice demands care and sensitivity in the content and delivery of negative messages.
• Third, communicators need to manage their own emotions when crafting and distributing negative messages while at the same time considering the emotional needs of their audiences


4. Explain the role of communication in crisis management

Preparation is key for successful crisis management. Although you can’t anticipate the nature and circumstance of every possible crisis, you can prepare by deciding such issues as who is in charge of communications, where the press and the public can get information, and what will be said in likely emergency scenarios. Rumor control is another important aspect; with the advent of instant messaging, text messaging on mobile phones, television, and other rapid communication vehicles, incorrect information can spread worldwide in seconds. A good crisis communication plan includes such items as e-mail and phone lists for important media contacts, website templates for various emergency scenarios, and after-hours contact information for key personnel in the company.


5. List three guidelines for delivering bad news to job applicants, and give a brief explanation of each one.

• Consider your approach carefully.
• State clearly why the applicant was not selected
• Suggest alternatives.


Interesting Web:

1. Crisis Management
http://managementhelp.org/crisis/crisis.htm
From this management library web, we can find various relate to crisis management articles.

2. Professional crisis management
http://www.pcma.com/
From this web, we can learn crisis management system.

Chapter 8: Writing Routine and Positive Messages

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1. Apply the three-step writing process to routine and positive messages

Step 1: Planning a Routine or Positive Message

Step 2: Writing a Routine or Positive message

Step 3: Completing a Routine or Positive Message

2. Outline an effective strategy for writing routine requests

o Strategy for routine requests

o Stating your Request Up Front

· Pay attention to tone

· Assume that your audience will comply

· Be specific

o Explaining and Justifying Your Request

· Ask the most important questions first

· Ask only relevant questions

· Deal with only one topic per question

o Requesting Specific Action in a Courteous Close

3. Explain how to ask for specific action in a courteous manner

Close request messages with

· A request for some specific action

· Information about how you can be reached

· An expression of appreciation

o Common Examples of Routine Requests

o Asking for information and Action

· What you want to know or what you want readers to do

· Why you are making the request

· Why it may be in your readers’ interest to help you

o Asking for Recommendations

o Making Claims and Requesting Adjustments

4. Describe a strategy for writing routine replies and positive messages

· Strategy for Routine Replies and Positive Messages

1) Starting with the Main Idea

2) Providing Necessary Details and Explanation

3)Ending with a Courteous Close

5. Discuss the importance of knowing who is responsible when granting claims and requests for adjustment.

· Responding to a Claim When Your Company Is at Fault

· Acknowledge receipt of the customer’s claim or complaint

· Take (or assign) personal responsibility for setting matters straight

· Sympathize with the customer’s inconvenience or frustration

· Explain precisely how you have resolved or plan to resolve the situation

· Take steps to repair the relationship

· Follow up to verity that your response was correct

6. Describe the importance of goodwill messages and explain how to make them effective

1) Sending Congratulations

2) Sending Messages of Appreciations

3) Offering Condolences

· Keep reminiscences brief

· Write in your own words

· Be tactful

· Take special care

· Write about special qualities of the deceased

· Write about special qualities of the bereaved person

Interesting Web:

1. Writing Routine and Positive Messages
faculty.business.utsa.edu/bjwilson/BCE03/bovee_bce03_ppt_07.ppt
From this web, we can go over writing routine and positive message

2.Informative and Positive Messages
www.steveluscher.net/.../Informative%20and%20Positive%20Messages.pps
From this web, we can learn information and positive messages