Org Comm Test 2
Words that evoke positive feelings
accurate concise enthusiasm productive approval durable generous recommendation assist energetic gratitude respect
Graphics
all types of illustrations used in written and spoken reports
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
Interpreting quantitive data requires elements be...
classified summarized condensed into manageable size
Procedural messages
communicate standard operating procedures and other instructions; convey information clearly and accurately to facilitated the daily operations of business; ensure accurate and consistent completion of procedures when written well
Words that evoke negative feelings
complaint incompetent misled regrettable error inexcusable mistake unfortunate failure lied neglect wrong
AIDA: Desire
create desire by presenting convincing evidence of the value of the product, service, or idea
AIDA: Attention
get the receiver's attention
Source Notes
give credit to the people from whom you borrowed facts, ideas, and information for your table
Counterproposal
in a bad-news message, an alternative to the action requested that follows the negative news and can assist in preserving future relationships with the audience
Introduction: Gratitude
in spite of the unjustified request, the audience might have done or said something for which you are grateful. an expression of gratitude could be used as a positive beginning
Aflac
- table of contents -mission/vision statement -business strategy shown. in 3 circles; graphics used to help people understand -use photos to reference different cultures/types of people to increase relatability
Format Pointers for Routine Claim
-Composes short, concise message that fits on the screen -Includes a solution and closing to personalize the message
Motivate action
-Make the action clear and simple to complete -Restate the reward for taking action -Provide an incentive for quick action -Ask confidently for action
Format Pointers fo Appreciation Messages
-Use shorts lines -Mixed case -Omits special formatting, such as emoticons and email abbreviations, for improved readability
Using inductive approach to build goodwill
-accompanied by supporting reasons.goodwill -leads to negative reaction when bad news is presented in first sentence (receiver believes "that's unfair" or "they never gave me a fair chance") -needs to be organized in a way that emphasizes the reasons; reasons will precede bad news
Generating interest request the message to
-be cohesive -be action-oriented -stress a central selling point
Guidelines for procedural message
-begin each step with action statement to ensure employee completes the task -itemize each step on separate line to add emphasis/simplify reading -complete the procedure by following your instructional step by step -allow others to walk through procedures
Collecting and organizing data
-documenting sources of info: 1. citations 2. referencing methods
What are the advantages of a deductive pattern?
-first sentence is easy to write; after it is written, the details follow easily -first sentence gets attention it deserves in emphatic position -encountering good news in the first sentence puts your audience in a pleasant frame of mind, so it is more receptive to the details that follow -the arrangement might save your audience some time; once It understands the important idea, it can move rapidly through the supporting details
Benefits of delivering constructive criticism
-gives the communicator a feeling of having exercised a responsibility -management learns of changes that need to be made -the hotel stafff about whom the message is written modifies techniques and is thus, more successful -other guests will have more enjoyable stays in the hotel
Principles that could be helpful in preparing persuasive messages:
-keep paragraphs short -use concrete nouns and active verbs -use specific language -let readers have the spotlight -stress a central selling point or appeal
Techniques in writing bad news messages
-position the bad news statement strategically; positioning the bad news statement in the dependent clause of a complex sentence cushions the bad news statement; should not be placed in paragraph by itself -use passive voice, general terms, and abstract nouns -use positive language to accentuate the positive; focus on the good instead of the bad -imply the refusal when the aduience can understand the message without a definite statement of bad news
Personal Delivery of Bad News
-preferred medium for delivering bad news -signals the importance of the news and shows empathy for recipient -benefit of nonverbal communication and immediate feedback, which minimizes misinterpretation of these highy sensitive messages -be careful when delivering electronic message because the impersonal nature of the computer might lead to careless writing that is tactless and lacking in empathy
create desire by...
-providing convincing evidence -present an interpret factual evidence -be objective -include testimonials, guarantees, and enclosures -subordinate the price (introduce price only after creating desire for service/idea)
Inductive sequence of ideas has the following advantages:
-sufficient identification of the subject of the message without first turning off the audience -presentation of the reasons before the refusal, where they are more likely to be understood and will receive appropriate attention -avoidance of a negative reaction. by the time the reasons are read, they seem sensible, and the refusal is foreseen. because it is expected, the statement of refusal does not come as a shock -de-emphasis by the refusal by closing on a neutral or pleasant note. by showing a willingness to cooperate in some way, the sender conveys a desire to be helpful
Characthteristics of Reports
-travel upward in an organization because they usually are requested by a higher authority -are logically organized -reports are objective -reports are generally prepared for a limited audience -formal or informal
Thank-you messages
-written deductively -reflect sincere feelings of gratitude -sent after: receiving a gift, being a guest, attending an interview, benefitting in other ways
Some commonly used attention-getting devices include:
1. A personal experience 2. A solution to a problem (outstanding feature or benefit) --> "Imagine creating a customized multimedia presentation that..." 3. A starting announcements --> "one in four auto accidents is the result of texting while driving" 4. A what-if opening --> "what if I told you there is a savings plan that will enable you to retire three years earlier?" 5. a question --> why should you invest in a company that has lost money for six straight years?" 6. a story --> "heres a typical day in the life of a manger who uses an iPad" 7. a proverb or quote from a famous person 8. a split sentence --> "sandy beaches, turquoise water, and warm breezes...it's all awaiting you on your Mesa cruise" 9. an apology --> "like a good neighbor, statemfarm is there
An effective intro paragraph could have...
1. Compliment 2. Point of Agreement 3. Good news 4. Resale 5. Review 6. Gratitude
Types of reports
1. Formal or informal 2. Informational 3. Analytical 4. Vertical 5. Lateral 6. Internal 7. External 8. Periodic 9. Functional
5 Steps to Writing a Bad-News Message
1. Opening: begins with a neutral idea that leads to refusal or bad news 2. Body/Explanation: presents facts, analysis, and reasons for refusal or bad news 3. Body/Bad-News Statement - states bad news using a positive tone and de-emphasis techniques 4. Body/Counterproprosal/Silver Lining - includes a counterproposal or "silver lining" idea when possible or appropriate 5. Closing: closes with ideas that shift focus away from refusal or bad news, and indicates continuing relationship with receiver
Direct outline used in good and neutral-news messages
1. Opening: states a pleasant theme or main idea (i.e. announcement of an award, etc.) 2. Body: provides details and explanation (provides a clear explanation to ensure that everyone understands; bulleted lists are often used for quick, easy reference to specific details) 3. Closing: reminds the receiver of the good news or main idea, and includes a future-oriented closing thought (encourages reader to ask questions or view additional information on a company intranet)
Figure 10.1 - Choosing the appropriate graphic
1. Table - to show exact figures 2. Bar Chart - to compare one quantity with another 3. Line Chart - to illustrate changes in quantaties over time 4. Pie Chart - to show how the parts of a whole are distributed 5. Grantt Chat - to track progress toward completing a project 6. Map - to show geographic region 7. Flowchart - to illustrate a process or procedure 8. Photograph - tp provide a realistic view of a specific item or place
Delivering bad news requires communicators to:
1. allow empathy for receiver -outline a logical discussion of the facts -use tactful and effective language
How to write a positive response to a routine claim Ms. Sinclair, The repaired laptop has been shipped to you via overnight freight. You should receive it tomorrow. The battery has been replaced, and we have conducted a systems test to ensure that all of the computer components are in working order. We pride ourselves on our timely service response. Please do not hesitate to contact us with any
1. begin with good news (main idea) with an assurance of desired action 2. present explanation and assurance of a process for quality control 3. attempts to regain possible last goodwill by offering personalized assistance
Steps to writing a thank you message
1. identify the circumstances for which the writer is grateful 2. provide specific reasons the action is appreciated
Referencing methods
1. intext parenthetical citations 2. footnote citation method 3. Reference (apa) or works cited (mlc)
The attention-getter should...
1. introduce a relationship 2. focus on central selling feature 3. use an original approach
For persuasion to be effective you...
1. must understand your product, service, or idea 2. know your audience 3. anticipate the arguments that might come from the audience 4. have a rational and logical response to those arguments
Bad-News Message: Writing the Introductory Paragraph should...
1. provide a buffer to cushion the bad news that will follow 2. let the audience know what the message is about without stating the obvious 3. serve as a transition into the discussion of reasons without revealing the bad news or leading the audience to expect good news
How to Develop the Reasons Section of Bad News
1. provide a smooth transition from the opening paragraph to the explanation; the buffer should help set the stage for a logical movement into the discussion of the reasons 2. include a concise discussion of one or more reasons that are logical to the reader; read the section aloud to identify flaws in logic or the need for additional explanation 3. show the audience benefit and/or consideration; emphasize how your audience will benefit from the decision; avoid insincere, empty statements such as "To improve our service to you..." 4. avoid using company policy as the reason; disclose the reason behind the policy, which likely will include benefits to the reader (for example - a customer is more likely to understand and accept a 15% restocking fee if the policy is not presented as the reason for the refusal)
How to send an appreciation messages
1. send in a timely manner (within a few days of the circumstance will get emphasize your genuineness) 2. Avoid exaggerated language that is hardly believable (strong language with unsupported statements raises questions about your motive for the message) 3. Make specific comments about outstanding qualities or performance (include specific remarks about understanding and applying the speaker's main points makes the message manful and sincere)
Avoid including the following types of statements in the closing paragraph
1. trite statements that might seem shallow or superficial (i.e. thankful for your interest or when we can be of further help please do not hesitate to call or write) 2. statement stat could undermine the validity of your refusal (i.e. we hope you understand our position or we are sorry to disappoint you) 3. statements that encourage future controversy (i.e. if you have questions, please let us know);
Implied refusal has the following positive characteristics:
1. uses positive language 2. conveys reasons or at least positive attitude 3. seems more respectful
Dear Ms. Chen: Are you looking for help to develop your organization's communication strategy?... enhancing employee communication?... improving communication with external stakeholders? Then you need the services of the full-time communication strategy implementation firm COMMStar, Inc. to develop an integrated communication plan that ensures your organization's success. With COMMStar's full-service capabilities, you will receive support in all of the following areas: • Strategy assessment and identification. Using our tested data collection techniques, we will assess how well your current communication strategy is working among major stakeholders and identify areas that need development or improvement. • Communication planning. Based on our assessment of your current communication strategy, we will create an integrated plan to help you more effectively communicate your company's mission and brand to both internal and external organizational constituents. • Strategy implementation. Our team of experts will ensure that the integrated communication strategy is implemented properly by holding orientation and training sessions for key players among internal and external constituents . • Strategy evaluation. After the plan has been implemented, our team of experts will evaluate its success and prepare a report that identifies areas where additional work is needed, and proposes continuing improvements in those areas that have reached strategic goals. Visit www.commstar.com today and check out the list of consulting services we provide and read real-life stories from past clients about how we enhanced their communication strategy. If you contact us before March 1, you will also receive a free assessment of your current marketing program from our proprietary MarkETit analysis tool. Our team is ready to assist you in improving the impact of your communication strategy today. Please call me at 509-788-1302 to make an appointment with a consultant.
1st - Intro - uses a series of phrases rather than complete sentences to gain attention; introduces needs familiar to a marketing direction 2nd.= presents "everything-in-one-place" service as a solution to a problem and reinforces the central selling point 2nd - Bullets - uses easy-to-read bulleted list to present evidence that reflects and understanding of the receiver.s desired needs 3rd - Closing - keeps focus on the receiver by using second person, active-voice sentences; states specific action with a reward; makes action easy and provides incentive for quick response
Poor example of a sales message promoting a service: Dear Ms. Chen: We have all the capabilities of a full-service communication consultant, including strategy assessment and program planning, implementation, and assessment. We also offer unique services that can truly incorporate your corporate communication strategy among all key stakeholders. We believe that an integrated communication strategy, one that includes both internal and external stakeholders, is a central need of most organizations today. Most organizations have piecemeal strategies aimed at individual stakeholders and controlled by various departments. Such an approach fails to communicate the overall strategy and brand of the organization in a consistent, coherent manner and may result in confusion about who or what the organization is, severely inhibiting its ability to compete in today's global marketplace. Let our team help you create and communicate your message—whether it's driving sales, bringing people together for important causes, or reputation management. There couldn't be a more critical time to plan an integrated corporate communication strategy with the fierce competition most organizations face today. Our billing hours are in line with the industry. At just $300 per hour, our team of consultants can help you to maximize your marketing strategies to attract and retain valuable customers and increase employee morale. If you contact us before March 1, you will also receive a free assessment of your current marketing program from our proprietary MarkETit analysis tool. Please call me at 509-788-1302 to make an appointment with a consultant today.
1st - Introduction - might better engage the reader by addressing his or her needs in a more personal way 2nd - language isa bit overblown and bague in terms of concrete actions or results; this approach may damage the writer's credibility in the area of trust 3rd - adds little in terms of concrete actions or results 4th - the cost of the consultant might put off the reader before he or she has a chance to be persuaded by the concrete results or actions 5th - Closing - might be considered too direct for a "cold call" message
Poor example of routine claim: Dear Mr. Rodriguez, Our organization recently purchased 10 laptop computers from your company for use by our customer service personnel. We have been very pleased with their performance. Unfortunately, one of the laptops is no longer functioning. This has created a problem for one of our most productive customer service team members, Mario Cavetti, who is unable to resolve customer concerns without access to our intranet. You should receive the damaged laptop tomorrow via overnight freight. Please replace or repair it and return it to us as soon as possible.
1st paragraph - introduction does not state the purpose of the message; instead it provides unneeded background information 2nd paragraph - provides more unnecessary background information 3rd paragraph - the routine request comes at the end of the message rather than at the beginning
Example of a bad news message: Selecting a law firm to represent your organization provides a continuity of services that better protects your officers, board of directors, and investors. It is an important decision that requires careful consideration from a range of perspectives. One important consideration is protection against a conflict of interest. One of our current clients is a key competitor with your firm. For that reason, we believe it is in your best interest to select another law firm to represent your organization and protect you from any potential negative charges. If our current client list changes, we will contact you about our availability in case you are still looking for a law firm to represent you. We appreciate the trust that you hold in our services.
1st paragraph - reveals the subject of ht message and the transitions into reasons 2nd paragraph - supports the refusal with logical reasoning; states refusal positively and clearly using complex sentaence and positive language 3rd paragraph - ends with a forward-looking message to enhance goodwill
Introduction: Resale
A claim refusal could beigin with some favorable statement about the product
persuasive claim
Assumption that a claim will be granted after presenting explanations and persuasive arguments
Communicating negative organization news
Communicating in a sensitive, honest, and timely manner helps... 1. calm employee's fears and doubts 2. builds a positive employee/public relationships 3. provide opportunities to treat employees, customers, and public with respect --> helps with trust and unity
Components of a Crisis Communication Responses [figure 7.12]
Concern - express concern for all affected by crisis Corrective actions - describe specific steps the organization is taking to correct the problem Instructions - tell those affected what to do to stay informed and protect themselves Excuse - deny intent to harm or point out inability to control events Justification - minimize the perceived damage of the crisis Compensation - offer money or gifts to victims Apology - takes all responsibility for the crisis
Closing Positively
Demonstrate empathy, without further reference to the bad news 1. de-emphasize the unpleasant part of the message 2. add unifying quality to the message 3. include a positive, forward-looking idea --> reference to some pleasant aspect of your preceding discussion --> use of resale or sales promotional material --> an expression of willingness to assist in some other way
Example of Good Appreciation Message: Hi, Howard, Our team is very grateful for the well-structured presentation you provided to explain the city's new earthquake requirements for building construction. We were also very appreciative to learn of the detailed web page the city has made available to help us meet the new requirements. Your presentation was particularly helpful in providing the specific building specifications for the types of buildings that we commonly construct in the city. We appreciate the time you took to make the presentation so focused on our specific needs and uses. The service orientation of your approach drove home for our company how important it is to maintain a close working relationship with you department. Thanks for emphasizing this additional dimension of our responsibilities to the city and our clients. Describe comments...
First paragraph - extends appreciation for the company providing quality opportunities for leadership development Second paragraph - provides a specific example without exaggerating or using overly strong language or insincere statements Third paragraph - Reciprocrates goodwill
Examples of implied refusal + Underlying Message
I wish I could --> other responsibilities prohibit, but the recipient would like to accept Had you selected our newest calling plan, you could have reduced your monthly rate by 10% or more --> states.a condition under which the answer would have been yes instead of no; note the use of the subjunctive words had and could By accepting the new terms, Southern Wood Products would have doubled energy costs --> states the obviously unacceptable results of complying with a request
Persuasion should use __ approach?
Inductive - main idea (request for action) appears in the LAST paragraph after presenting the details (convincing reasons for the audience to comply with the request)
Questions that determine the effectiveness of graphic elements:
Is a graphic needed to clarify, reinforce, etc? Is the graphic easily understood? Is the graphic honest? Is the graphic used in the presentation visible to the entire audience?
Introduction: Review
Refusal of a current request could be introduced by referring to the initial transaction of by reviewing certain circumstances that preceded the transaction
Good example of a routine claim: To: Juan Rodriguez [[email protected]] From: Laura Sinclair [[email protected]] Subject: Laptop Repair or Replacement Needed Lehman, Carol M.. BCOM (New, Engaging Titles from 4LTR Press) (p. 105). Cengage Learning. Kindle Edition. Mr. Rodriguez, Please repair or send us a replacement for the broken laptop computer listed on the attached sales agreement. You should receive the computer tomorrow via overnight freight. The computer was purchased three months ago under our agreement with your company to provide our customer service team with laptops. The computers are covered by a 12-month warranty for faulty parts replacement. I spoke with your sales manager, Theo Clemens, this morning, and he instructed me to contact you for extradited service. Our salesperson Mario Cavetti eagerly awaits the return of his laptop. Our customer service team is highly dependent on its computers to access customer product records and to provide them time-sensitive information.
Subject line - limits message to a single idea expressed in a meaningful subject line 1st paragraph - emphasizes the main idea (request for adjustment) by placing it in the first sentence 2nd paragraph - provides an explanation 3rd paragraph - ends on a positive note, reminding reader of immediate need
AIDA: Action
encourage action
Introduction: Good news
When a message contains a request that must be refused and another that is being answered favorably, beginning with the favorable answer can be effective
Plan before you write
You need information about: 1. your product, service, or idea (get your information by reading literature, using the product, comparing the product or service with others, conducting tests or experiments, soliciting reports from users) 2. your audience (who are the people to whom the persuasive message is directed? what are their wants/needs? individual or group? goals?') 3. the desired action (what do you want the reader to do?)
Acknowledgement message
a document that indicates an order has been received and is being processed; typically used for an initial order and for an order that cannot be filled quickly and precisely typically preprinted letters required to be individualized for non-routine orders creates consumer goodwill
Introduction: Compliment
a message denying a customer's request could begin by recognizing the customer's promptness in making payments etc.
External report
a report prepared for distribution outside an organization
Vertical report
a report that can be upward- or downward-directed
Informational report
a report that carries objective information from one area of an organization to another
Periodic report
a report that is issued on regularly scheduled dates
Analytical report
a report that presents suggested solutions to problems
Functional report
a report that serves a specified purpose within a company
Lateral report
a report that travels between units on the same organizational level
Internal report
a report that travels within an organization, such as a production or sales report
Introduction: Point of Agreement
a sentence that reveals agreement with a statement made in the message could get the message off to a positive discussion of other points
AIDA: Interest
introduce the product, service, or idea and arouse interest in it
neutral-news messages
messages that are of interest to the reader but are not likely to generate an emotional reaction
Routine claims
messages that assume that a claim will be granted quickly and willingly, without persuasion use a direct approach
good-news messages
messages that convey pleasant information
constructive criticism message
nonhostile comments that point out problems and encourage improvement; the message should be short, general, negative
framing
persuasive technique used to influence a receiver's perception of a situation; to "reframe" is to take a particular approach to a situation and redefine it
Secondary research
provides information that has already been reported by others -gathered through: printed sources, electronic tools accomplishes the following objectives: -establishes a point of departure for further research -reveals areas of needed research -makes a real contribution toa body of knowledge
Appreciation messages
recognize, reward, and encourage the receiver; however, you will also gain satisfaction from commending a deserving person
Persuasion
the ability of a sender to influence others to accept his or her point of view;; honest, organized presentation of information on which a person can choose to act; does not need to be a hard sell - simply can be a way of getting a client or supervisior to say yes
AIDA
the four basic steps of the persuasive process, including gaining attention, generating interest, creating desire, and motivating action
Central selling point
the primary appeal on which a persuasive message focuses
Explanatory notes
these citations are used for several purposes 1. to comment on a source or provide information that does not fit easily in the text 2. to support a statistical table 3. to refer the reader to another section of the report
Bar Chart
to compare one quantity with another
Flowchart
to illustrate a process or procedure
Line Chart
to illustrate change in quantities over time
Photograph
to provide a realistic view of specific items or place
Map
to show geographic relationships
Pie Chart
to show how the parts of a whole are distributed
Grantt Chart
to track progress for completing a project
Citations
two major types of citations are used to document a report 1. source notes 2. explanatory notes give credit where due, protects against plagiarism, supports statements, assists future researches
Table
used to show exact figures
Informal report
usually a short message written in natural or personal language
Deductive (or direct) sequence
when the message begins with the main idea followed by supporting details -good news or neutral news messages follow
