BUSN Chapter 5

There are three elements to block paragraphs: (standard of business writing)

(1) use single spacing, (2) double space between paragraphs, and (3) do not indent the first sentence of your paragraphs

nonverbal communication

Communication that does not use words. Common forms of nonverbal communication include gestures, posture, facial expressions, tone of voice, and eye contact.

perceptual barriers

How your audience perceives you and your agenda can create a significant obstacle to effective communication. If possible, explore their perceptions—both positive and negative—in advance!

Communication

the transmission of information between a sender and a recipient

communication channels

the various ways in which a message can be sent, ranging from one-on-one in-person meetings to internet message boards

body language barriers

the wrong body language can alienate and distract your audience they simply won't absorb the content of your message.

What should directly affect how you structure your writing when it comes to messages?

The anticipated audience response

cultural barriers

These can include: how you greet colleagues and establish eye contact to how you handle disagreement, eat business meals, and make small talk at meetings. .

physical barriers

These can range from a document that looks like a wall of type, to a room that's freezing cold, to chairs in your office that force your visitors to sit at a lower level than you.

If you have only one part, skip the heading and use...

a title or a subject line.

strong listening can also be called _______________ and it plays an obvious role in business success.

active listening

Some experts define noise in terms of______________ ______________, which arise in a number of different forms

communication barriers

But strong, deliberate nonverbal communication can

dramatically magnify the impact of your messages

Communication must be:

dynamic fluid two-way

types of non-verbal communication

eye contact tone of voice facial expression gestures and posture

Why is effective communication so challenging?

noise

Tone of Voice

paying attention to a monotone takes more concentration than most people are willing to muster. when you're angry or frustrated, try to keep your voice in a lower pitch to encourage listeners to stay with your message.

why do most of us have such a hard time engaging?

people listen at about 125 to 250 words per minute people think at about 1,000 to 3,000 words per minute

types of communication barriers

physical barriers language barriers body language barriers perceptual barriers organizational barriers cultural barriers

One easy way to improve body language

practice nonverbal communication in the mirror

The goal of nonverbal communication should be to

reinforce the meaning of your message

If the recipient will feel negative about your message, start the memo or email with

-A couple of lines that present the rationale before you give the bottom line. -Follow up with alternatives if there are any, and be sure to end on a positive note (rather than an apology). -This structure is less straightforward, but it's a more effective way to communicate your message.

If the recipient will feel positive or neutral about your message, the memo or email should begin with your

-bottom line. -What is your request or recommendation or conclusion? Why should the audience care? -follow up with your rationale and explanations (keeping in mind that less is usually more for time-starved businesspeople).

Gestures and Posture

-leaning forward can indicate interest -shrugging can suggest a lack of authority -fidgeting can imply either impatience or nervousness. To increase the power of your message, both your gestures and your posture should be confident, open, and coherent.

five things that help to create a more effective message:

1) Analyze your audience 2) Be concise 3) Avoid slang 4) Avoid bias 5) Use the active voice whenever possible

10 tips for excellent emails

1. consider both primary and secondary readers (think about forwarding) 2. keep it short (one screen) 3. don't forget to proof read 4 use standard writing. No smiley faces, abbreviations or excessive punctuation 5. Avoid attachments if possible 6. don't assume privacy 7. respond promptly (even if you cant formulate a quick reply, say you are swamped and will get back soon 8. Assume the best (they aren't short to cause you to be offended) 9, Create a compelling subject\. make the reader want to open the email 10. Think before you write. Don't get emotional and send a message

Five listening DON'TS

1. don't look at emails or texts 2. don't speak the moment someone stops talking. Give a brief pause 3. don't get overly comfortable. If body is relaxed, mind might wander 4. don't pick up or look at phone while listening 5. Don't interrupt or finish other peoples sentences

Types of bias

1. gender bias 2. age bias 3. age, ethnicity, and nationality bias

Five listening DO'S

1. summarize what the speaker is saying and ask why it matters 2. take notes 3. listen with eyes and ears 4. uses nonverbal communication - nods, smiles, leaning forward- to indicate interest in the speaker 5. use verbal feedback questions to indicate EMPATHY "so you're saying that..." or "Why do you think that?"

what percentage of time do hourly employees spend listening?

30%

what percentage of time do managers spend listening?

60%

what percentage of time do executives spend listening?

75%

Bulleted Lists:

A bulleted list is an invaluable tool that you can use to engage your reader's attention whenever you have more than one of anything in your writing (e.g., next steps, similar sections, questions). By formatting your lists with bullets, you are directing your reader's eye through your writing.

Headings:

A heading is not a title; rather, it is a label for one of several parts. Consider using informative headings (e.g., "Recruitment has stalled," rather than simply "Recruitment"), or question headings (e.g., "Have we met our recruitment goals for this campaign?").

which kind of voice facilitates direct, powerful, concise communication?

Active voice

age bias (and what it is like in America) and how to avoid it

Age bias refers to words that suggest stereotypical attitudes toward people of specific ages. In American culture, older people tend to experience negative age bias much more often than younger people. remove anything that suggest age

noise

Any interference that causes the message you send to be different from the message your audience understands.

intercultural communication

Communication among people with differing cultural backgrounds.

gender bias and how to avoid it

Gender bias consists of words that suggest stereotypical attitudes toward a specific gender. instead of dear sir or dear madam you could say dear hiring manager use words like their instead of his or hers

Are headings acceptable for letters and emails?

Headings are just as effective for letters and emails as they are for memos, and they are perfectly OK in one-page documents.

Video conferencing (Channel Richness)

High: Especially with state-of-the-art equipment, the channel conveys much of the richness of actually being there.

in person Presentation (Channel Richness)

High: Your audience directly experiences every element of your communication, from verbal content, to tone, to body language

Voice Mail (Channel Richness)

Low: Your audience has the benefit of hearing your tone but not seeing your body language.

Telephone conversation (Channel Richness)

Moderate: Your audience benefits from hearing your tone and how it changes through the call.

What should you try and transmit to your audience when dealing with effective communication?

Relevant meaning

what is the form of the core of successful business communication?

Seeking and understanding feedback from your audience—and responding appropriately

passive voice

Sentence construction in which the subject does not do the action expressed by the verb; rather the subject is acted upon (e.g., The taxes were done by our accountant.). The passive voice tends to be less effective for business communication.

active voice

Sentence construction in which the subject performs the action expressed by the verb (e.g., The accountant did the taxes.). The active voice works better for the vast majority of business communication.

organizational barriers

Some companies have built-in barriers to effective communication, such as an unspoken rule that the people at the top of the organization don't talk to the people at the bottom. These barriers are important to understand but hard to change.

Face-to-face meeting (Channel Richness)

Very high: Your audience experiences your full message even more directly.

Texting (Channel Richness)

Very low: Because so many of us text with as few words as possible, your audience will pick up only the basics.

Email (Channel Richness)

Very low: Here, too, your audience learns nothing beyond your words themselves.

Memos/Reports (Channel Richness)

Very low: Your audience won't gain any information from your tone or your body language.

Telephone conversation : When Should You Use This Channel?

When you need to either deliver your message or get a response quickly When your content is more personal or controversial When you need or want a spontaneous, dynamic dialogue with the recipient

In person presentation: When Should You Use This Channel?

When you need to reach a large audience with an important message When you need or want to experience the immediate response of your audience

Video Conferencing:When Should You Use This Channel?

When you need to reach multiple people with complex or high-priority content When you need or want a spontaneous, dynamic dialogue with an audience that you cannot reach in person

Voice Mail: When Should You Use This Channel?

When your content is uncontroversial When you don't need a record of your message (but don't forget that the recipient can easily save or forward your voice mail)

Email: When Should You Use This Channel?

When your content is uncontroversial When you must reach a number of people with the same message

Memos/reports: When Should You Use This Channel?

When your content is uncontroversial When you must reach a number of people with the same message When you must communicate lengthy or detailed information

texting: When Should You Use This Channel?

When your content is uncontroversial When you want a quick response regarding relatively simple issues When you know that your audience won't be annoyed by it

Face-to-face meeting: When Should You Use This Channel?

When your message is personal, emotional, complex, or high-priority (but if the recipient might be volatile, consider using a less-immediate channel) When you need or want instant feedback from your audience

Eye Contact:

Within American culture, sustained eye contact (different from a constant cold stare) indicates integrity, trust, and respectful attention, whether you're communicating with a subordinate, a superior, or a peer.

race, ethnicity, and national bias and how to avoid It

Words can also suggest stereotypical attitudes toward specific races, ethnicities, and nationalities. Leaving aside prejudice—which is clearly wrong—the problems in this area are usually unintentional and stem from unarticulated assumptions about a person's attitudes, opinions, and experiences. Your best plan for avoiding bias is to forgo any references to race, ethnicity, or nationality unless they are directly relevant and clearly necessary.

communication channels differ from one another in terms of....

how much information-or richness- the communicate to the recipient

language barriers

if you don't speak the language, you'll have trouble communicating. even among people who do share the same language, slang, jargon, and regional accents can interfere with meaning.

As globalization gains speed, intercultural communication will become

increasingly pivotal to long-term business success.

Communication must involve:

listening

the higher your position., the more time you spend

listening

Facial Expression

virtually everyone communicates, whether or not they know it, through a wide range of expressions that include -shy smiles -focused frowns -clenched jaws -squinted eyes -furrowed brows.

Does how we listen send a high-impact, non verbal message?

yes

How to analyze your audience to find the right words for your message (consider these three things)

•Expectations: What kind of language do most people use in the organization? Is it formal or informal? Is it direct or roundabout? Should you differ from the norm? Why or why not? •Education: The education level of the audience should drive the level of vocabulary and the complexity of the message. •Profession: Some professions (e.g., website development) are rife with jargon and acronyms. How should this influence your message

7 guidelines to good business writing

•Use common words in most situations (e.g., use versus utilize). •Use the active voice (e.g., We made a mistake versus A mistake was made). •Use personal pronouns (I, you) whenever appropriate. •Use contractions (I'll, don't, here's) as often as you would when speaking. It is OK to end a sentence with a preposition when doing so sounds natural and does not involve excess words (e.g., Where is this book from? is much better than From where is this book?). •It is OK to begin sentences with "And" or "But" (e.g., Most teens enjoy video games with a moderate level of violence. But a small, vocal minority strongly advocates a more clean-cut approach.). •It is OK to split infinitives (e.g., Try to effectively film the next scene is a perfectly acceptable sentence, even though "effectively" is inserted between "to" and "film.").