BUS 271 final ole miss
cultural context
includes both the organizational culture as well as the cultural backgrounds of the people with whom you may be communicating ex: young people have different expectations than old, men communicate different than women
bad news messages are
inductive
belongingness and love
intimate relationships, friends
direct behavior
leaders who give detailed rules and instructions and monitoring them closely -leader decides what is to be done and how
supportive behavior
leaders who listen, communicate, recognize and encourage their followers
external messages
messages directed to recipients outside the organization
internal messages
messages intended for recipients within an organization
unknown
things we don't know about ourselves and others don't know either ex: ability to handle an emergency situation if you have never been in one
hidden area
things we keep hidden from others
Johari window
4 areas: *I* free and open area *II* blind area *III* hidden area *IV* unknown area
how much of information in face to face encounter may be sent non verbally
90%
types of bad news messages
-counter proposal or "silver lining" idea -closing positively ex: refusing a request, denying a claim, communicating negative organizational news
bad listening habits
-fake attention -allowing disruptions -over listening -stereotyping -dismissing subjects as uninteresting -failing to observe non verbal aids
advantages to email
-fast, convenient flow of info to different locations and time zones -increases efficiency -reduces costs -reduces paper waste
pitch
-high or low or voice -pleasant is med-low -varied pitches are desired while giving a presentation so you're not monotone
5 audience levels
-intrapersonal: communication w oneself -interpersonal: communication between two people -group: communication of 2+ people -organizational: groups combined so large tasks can be accomplished -public- organization reaching out to its public's to achieve goals
volume
-loudness of tones -good voice is easily heard
face to face meeting
-most used format -let you see nonverbal cues of body, voice, proximity and touch -used when issues are especially sensitive, participants don't know one another, to establish relationships or to be in the same place at the same time
types of surveys
-online -phone -personal -email poll
types of good news messages
-positive news -thank yous -appreciation messages
electronic meeting
-reduce travel budget -save time -communicate through phone, computer or video broadcasting -can be in different places -speed up meeting follow up activities bc decision and action items can be recorded electronically limitations -cant replace face to face -can make it harder to reach consensus harder to interpret strengths
attention getters
-shocking statement -quote -rhetorical or open ended question -joke or humor -demonstration or dramatic presentation aid -anecdote or timely story -personal reference -compliment to audience
in-text parenthetical citations
-this directs the reader to a list of sources at the end of report
parts of a formal report
-title page -table of contents -table of figures -executive summary -introduction -body -analysis -references -appendix -index
things to know before giving a presentation
-venue -age, religion, culture (who is audience) -why is topic important -technology being used -compliments increase audience receptiveness
memorandum
Informal written brief, note, record, reminder, or summary used as a means of communication
psychological needs
food, water, warmth, rest
problem statement
particular problem that is to be solved by research
footnote citation
placing cites at bottom of page which they are cited
esteem needs
prestige and feeling accomplishment
ethics
principles of right and wrong that guide in making decisions that consider the impact of ones actions on others as well as on the decision maker
phonation
production and variation of a speakers vocal tone
social context
refers to the nature of the relationship between the communicators, as well who is present
free and open area
represents what we know about ourselves and what others know about us
teams must establish these 3 "r's"
roles, rules, relationships
safety needs
security, safety
articulation
smooth, fluent and pleasant speech
rate
speed at which words are spoken -never speak too quickly or too slowly
forming
stage 1 of team development -team members become acquainted with each other and the assigned task
storming
stage 2 of team development -team members deal with conflicting personalities, goals, and ideas
norming
stage 3 of team development -team members develop strategies and activities that promote goal achievement
performing
stage 4 of team development -team members reach the optimal performance level
hypothesis
statement to be provided or disapproved through research
flow chart
step by step diagram of a procedure or a graphic depiction of a system or organization
sampling
survey technique that eliminates the need for questioning 100% of the population -large number will be drawn at random
task force
team of workers given a single goal and a limited time to achieve it
cross functional team
team that brings together employees from various department to solve a variety of problems
jargon
term professionals in some fields use when communicating with others in same field
double speak
the distortion, changing or switching of words to make an unpleasant, tricky or otherwise negative situation not sound as awful -often found in military, political and corporate language
statement of purpose
the goal of the study; includes the objectives the researcher hopes to accomplish
communication
the process of exchanging and interpreting information and meaning between or among individuals through a system of symbols, signs, and behavior
Maslow
theory of hierarchy for needs proposed by Abraham Maslow 1. physiological needs 2. society needs 3. belongingness and love 4. esteem needs 5. self actualization
diversity skills
your ability to communicate effectively w men and women of all ages, cultures, and minority groups will affect your success
normal speaking speeds are
100-150 words/min
4 channels of communication
1. visual- written+oral (slides, diagrams, photos) 2. written- memos, letters, emails, texts 3. oral- face to face, interpersonal, phone, speeches 4. nonverbal- most communication in face to face is also non verbal
how may employees in corporate america write poorly
1/3
formal communication
a network of communication flow typified by the formal organizational chart; dictated by the technical, political, and economic environment of the organization
external proposal
a proposal written to generate business; one organization describes how it can meet the needs of another by providing a product or service
vertical report
a report that can be upward or downward directed
lateral report
a report that travels between units on the same organizational level
topic sentence
a sentence that identifies the portion of the topic being discussed and presents the central idea of paragraph
quality assurance team
a team that focuses on product or service quality; projects can be short or long term
self actualization needs
achieving ones full potential including creative activities
what voice do business communications use more heavily
active voice bc it conveys ideas more vividly
graphics
all types of illustrations used in written and spoken reports
references (APA) & works cited (MLA)
alphabetized list of sources on last page
when should you give a handout for a presentation
at the end so people dont stare down at it the whole time
John Grisham
believes that outlining is critical for developing an effective plot and for minimizing the number of pages that will be written and then discarded
formal report
carefully structured report that is logically organized and objective, contains much detail and is written in a style that tends to eliminate such elements as personal pronouns
table chart
clarify large quantities of data in small space; columns and rows
coherence
cohesion so that each sentence in some way is linked to the preceding ones
downward communication
communication that flows from supervisor to employee, policy maker to operating personnel, or from top to bottom on the chart -normally involves both written and spoken -feedback can flow both downward and upward
upward communication
communication that is generally a response to requests from supervisors -management requesting information from lower levels; resulting info is feedback to the request ****THIS COMMUNICATION CAUSES RISK*****
good news messages are
deductive
line chart
depicts changes in quantitative data over time and illustrates trends
blind area
designates those things others know about us but we cant see
bar chart
effective for comparing quantities
pie chart
effective for showing percentages, but ineffective in showing quantitative totals or comparisons
informal communication
network of communication flow that continually develops as people interact within the formal system to accommodate their social and psychological needs ex: blogs and twitter
internal proposal
used by managers to justify or recommend purchases or changes in the company ex: installing new computers
pronunciation
using phonetics to create sounds, rhythm, stress and intonation
informal report
usually a short message written in natural or personal language
chronological context
ways times influences interactions Ex: busy part of year for company, knowing they just had a profit loss
deductive
when a message begins with the major idea
inductive
when the message begins with the details and the major idea follows
active voice
when the subject of a sentence is the "doer" of an action
passive voice
when the subject of a sentence is the receiver of an action
proposal
written description of how one organization can meet the needs of another ex: providing products or services or solving problems