Business Communication Final
Organizational Structure/Framework: Parts of an informative speech
>A specific purpose: "To inform..." (you do not say this out loud; this is step 1) >A creative and clear introduction (preview) -An attention-getter - gets audience engaged -Quote, anecdote, startling statistic/data, question to audience -A preview statement (tells the audience what topics will be discussed in the main points) - "this is what I will discuss" -Relate your topic to your audience with 1 sentence ("many of you may have noticed, since you're in this age range..") -Credibility statement - "I am expert in this topic" >A detailed and organized body (view) with -Main points (typically 2-5) -Subpoints >Transitions, connectives -Links from intro to body, body to conclusion -Links between each main point >A creative conclusion (review) -Brief recap of what you just informed your audience about, usually your three main points >A bibliography (cites your sources)
Body of informative presentation
>Body in a 5-6 minute speech should be between 3:45 - 4:45 minutes (in 3-4 minute speeches, between 2:30 - 3:15 minutes) >They include: -Your main points (2-5; 3 is optimal - "rule of 3") -May include sub-points (2 per main point) -Cite your sources (research) -They should be balanced between main points in terms of time (each of them roughly equal) -Consider flow - tell the story/narrative
Conclusion of informative presentation
>Conclusion in a 5-6 minute speech should be between 20-40 seconds (in 3-4 minute speeches, between 15-30 seconds) -Summarize: "In conclusion, we discussed this today: MP1, MP2 and MP3" -Recaptures audience's attention -Helps reinforce retention -Creative ending - quote, ending of story, humorous statement, question to audience
Introduction of informative presentation
>Introductions in a 5-6 minute speech should be between 50 seconds - 1:10 minutes (in 3-4 minutes, it should be 30-45 seconds) >They include: -An attention-getter: a dynamic introduction - quote, brief anecdote, startling statement or statistic -Credibility statement -A preview statement: 'Today I will address this topic, using these main points"
Effective thank you notes
>Your primary goal should be to express goodwill and confirm your interest in the position -Goodwill: show appreciation for opportunity to interview -Confirm interest: 1-2 specific things you took away about the company/job/culture - that you discussed in the interview. -Show that they've sold YOU on them ("What appealed to me...What I found especially compelling...Your discussion on xyz was particularly relevant..." -Can this be informal? For example, you discussed a hobby you both like, or a sports team, or an event you both attended. You CAN reference this, but don't make this the ONLY aspect you recalled. -Remember that others may read this -Keep it Brief: 5-6 lines (not sentences: lines), and a "sign off" sentence -Subject line: 5-7 words. NOT "Thank you for the interview"
Situational interview questions
-Questions that ask you to place yourself in a hypothetical situation and see what you would do (how would you react? How would you complete the tasks required? How would you work with people? and so forth) -These questions measure your flexibility, problem-solving, ability to analyze/evaluate options, and your empathy/character
one page or two page resumes?
-Recruiters are more than twice as likely to prefer two-page resumes (experiment by ResumeGo) -20,000 resumes -482 hiring professionals -Managerial positions: 2.9 times more likely to prefer two-pages -Mid-level positions: 2.6 times more likely -Spent twice as long reading it busting the myth that recruiters skip lengthier CVs (A reminder: you are not mid-level or manager-level YET. So your resume should be one page. Maximum. No exceptions. )
Applied technology
-Systems, infrastructure, operational processes that support electronic/digital exchange of information/communication -Processes to expedite information exchange -Empowering employees to know how to use technology to achieve outcomes (applied) -Email, MS Office, SAP, Oracle, Databases, payroll/accounting systems, software, hardware...
What does the cover letter form?
-The Cover Letter Often Forms the First Impression It is your "calling card" It previews your resume It tells the reader where to look in your resume It is your brand extension
Behavioral interview questions
-The basic premise behind behavioral interviewing: past performance will predict future behavior in same situation -Many organizations determine whether a potential employee has the transferable skills to successfully perform the job -Behavioral questions require specific examples of past experiences which demonstrate the skills an employer is seeking -It will always be a "past tense" situation: they are asking you to tell them what you went through, and how you handled it Ex: Describe an instance when you had to think on your feet to remove yourself from a difficult situation. Give me a specific example of a time when you used good judgment and logic in solving a problem. By providing examples, convince me that you can adapt to a wide variety of people, situations, and environments.
What is business communication?
-The essence of business -More than just the transmission of messages -An exchange of understanding between individuals (sender-receiver-feedback loop) -Business communication involves constant flow of information (internally and externally to all stakeholders)
Tone, style, and design of a cover letter
-The tone, style, and design must be perfect -Should match your resume in font/style -One-page maximum -If hardcopy, use resume/cover letter paper and envelopes
Content cover letter: paragraph 4 (closing)
-Use this paragraph to: -Briefly recap your interest in the position -Reiterate your 3 abilities (skills) -Tell them what you are going to do next - how will you follow-up? How can you be reached? -Thank you in advance for your consideration. -I look forward to hearing from you.
Follow up after interview
-Within a few hours but no more than 24 hours after your interview, send a thank-you note -48% of HR Managers say view candidates more favorably with this follow up Shows good listening skills, positive attitude, persistence -Can be sent email; may also be sent hardcopy -60% of HR professionals say thank-you email is best way of expressing thanks -37% said email and regular mail
How to develop credibility through caring?
-Your ability to gain credibility strongly depends on your ability to show that you care for the needs of others -Effective communicators gain trust by connecting with others—that is, seeking to understand others' needs, wants, opinions, feelings, and aspirations. -The most effective business leaders have generally risen to their positions because of their sense of community and teamwork -Speaking about "our needs" or "your needs" as opposed to "my needs" engenders trust and helps you come up with solutions that achieve mutual benefit -A sense of accountability involves a feeling of responsibility to stakeholders and a duty to other employees and customers -By placing a rationale for accountability in your communications, you will generate substantial trust and goodwill from others
Breakthrough skills
-a skill, or skill set, that allows people to act purposefully and competently with others in a global environment -These skills have been refined over time, via practice
Artistic resume format
-creative, portfolio component -Marketing, Public Relations, Advertising, Technology
A well-written cover letter is more important than an impressive résumé because
-it reveals your work ethic and attention to detail -it provides glimpses into your personality that a list of achievements can't.
visual learners
-learn best from illustrations and simple diagrams to show relationships and key ideas -make up about 40 percent of the population
auditory learners
-like loud, clear voices and believe emotion is best conveyed through voice -comprise roughly 40 percent of the population
kinesthetic learners
-need to participate to focus their attention on your message and learn best -make up about 20 percent of the population
Attributes
-personal traits or characteristics (the type of person I am; the type of qualities I have) -Responsible, loyal, dedicated, passionate, effective leader...
credibility
-your reputation for being trustworthy -the degree to which others believe or trust in you
Steps of planning a presentation
1. Determine purpose and type of presentation 2. Determine audience needs and expectations
Establishing credibility
1. Establish credibility through competence 2. Establish credibility through caring 3. Establish credibility through character
Why is credibility important?
1. Establishing credibility allows you to communicate more easily and more influentially = IMPROVED COMMUNICATION 2. Credibility leads to less resistance from others, increased willingness to cooperate, and less likelihood of miscommunication = HIGH-TRUST RELATIONSHIPS 3. Increases employee engagement: a study showed that companies with highly engaged employees were nearly three times as profitable as companies with low engagement among employees = IMPROVED WORK OUTCOMES
Major sections of a resume
- name block (contact info) -education -work experience -technical/language/leadership skills
Cover Letters will not get you a job, but they may get you an interview:
-"Skip the cover letter, and you miss out on an opportunity to sell yourself," -No matter how in-depth your résumé — or its online equivalent — is, it's not enough to tell your whole story to potential employers. "I don't care if your résumé is dozens pages of awards and sheer greatness. You've lost me."
Informative speech
-A speech designed to convey knowledge and understanding. The speaker serves as the "lecturer" or "instructor" on the topic.
1. Determine purpose and type of presentation
-Are you trying to disseminate information? -Informative presentation -Present straightforward facts to increase audience's knowledge on a subject -Train audience members for a specific task -Are you trying to move people to action? -Persuasive Presentation -Instill sympathy and motivation -Influence your audience to act in a certain way
Formatting in a resume
-Bold, Underline, Italicize, Capitalize - pick and use only two max for each header/heading -Dashes around dates - watch the spacing (Jan-April 2019 vs. Jan - April 2019); consistency -Fonts: use serif (one with tails, like Times New Roman, Garamond, Helvetica) -Consistency of fonts throughout -Header match the header of your cover letter
Types of informative presentations
-Briefings: -Disseminate a concise number of facts -Short amount of time (5 minutes) -Reports: -Introduce and explain information -Extended period of time (5-15 minutes) -Training presentations: -Participants require examples, exercises and practice -Period of hours or days
Content cover letter: paragraph 1
-Clearly Identify the Position You Are Applying For - and tailor the cover letter to that position only (get this info from the job description!) -"I am very interested in" -"I am responding to your job posting for" -"I recently saw on SC Connect" -Then, include where you found out about the job -Recruiting event? Posting on SC Connect? Through a conversation with someone? Advertisement? Be specific and provide date if you can -Then, indicate the top three skills (abilities) and/or attributes you can contribute that directly relate to this position -These should be similar to what is sought in the job description -Try to use similar language (keywords)
The Role of Competence in Establishing Credibility
-Competence: refers to the knowledge and skills needed to accomplish business tasks, approach business problems, and get a job done. -Most people will judge your competence based on your track record of success and achievement
What are cover letters?
-Cover letters are your "personal story" -They tell employers more about who you are, and specifically what you can contribute to the employer -Think of the employer as your audience -How can you make sure that potential employers rapidly understand your story: the unique abilities and attributes that will deliver value to them?
Ways to show credibility
-Education -Experience - job, groups, teams -Research - "I have done extensive research on this topic..." -Appearance (professional dress) -Confidence - knowing your material/presentation content "cold" -Be up-to-date on current news -Prepare for audience questions
Overcome Fear and Speak with Confidence
-Feeling some nerves can heighten your ability to deliver forcefully and passionately -Nervousness is dysfunctional only when it impairs your ability to deliver your content
Who are the key decision makers?
-For internal presentations, think about those individuals who have the most influence and authority to act on your ideas. -For presentations to clients, customers, and prospects, think about who you perceive as the most likely prospects for future business
Structure of a cover letter
-Header with your contact info -Today's date (or date you are submitting online) -Contact information of recruiter - name, company, address, city, state, zip -Four paragraphs at the most 1.Opening paragraph ("intro") - "Dear..." 2.Body - 1-2 paragraphs -- details 3.Closing - what you'll do to follow up -Closing line (Respectfully; Best; Cordially; Sincerely) -[Leave 2 lines; can use 3 if needed] -Your handwritten signature (if it's an option) -Your printed name
Traditional interview questions
-Interviewers are looking to gauge your responses to commonly asked interview questions surrounding your personality, work ethic, academics and experiences. -Answers should be concise and well thought-out based upon your knowledge and experience Ex: Tell me about yourself. What are your strengths? What are your weaknesses? What are your top (3) skills? Why? Where do you see yourself in five years? How do you work under pressure? How do you spend your spare time?
Content cover letter: Header
-Make it consistent with resume (format, font, style, appearance, spacing) -Should include your name, address, phone, email -[2 lines] -Date of the letter -[2 lines] -Contact information of recruiter/company with their address
How to develop competence
-People develop competence through study, observation, and practice and real-world business experiences -How you communicate directly affects the perceptions others have of your competence
How to answer "tell me about yourself"
-Perspective: Start from a current perspective and orient the interviewer - "Expected Graduation from Marshall School of Business at USC in xxx date with a Bachelors Degree in Business Administration and minor in..." -Current Experience: Add a bit of current experience - "I was able to have a strong internship experience at Baxter International..." -Professional Interests: Share a bit of your professional interests - "I have always been interested in positions and companies that allow for opportunities to be collaborative on projects, work with international markets, etc" -Outside Interests: Identify external interests that make you well rounded - "In addition to my professional interests, I am co-leader of xxx organization/student club, and/or I volunteer at xxx when I can"
How to develop credibility through character:
Adhere to corporate and personal values: -Corporate values http://fortune.com/2015/03/13/company-slogans/ the stated and lived values of a company -Personal values those values that individuals prioritize and adhere to - practice business ethics and transparency -Business ethics: the commonly accepted beliefs and principles in the business community for acceptable behavior -Transparency :involves sharing all relevant information with stakeholders
Principle of effective resumes
Always tie them to your job description Key words are critical for "match percentage with online recruiting systems" If Job description says "Analysis", use the word "analysis" in your resume
2. Determine your audience needs and expectations
Analyze your audience to make sure you're addressing their needs and speaking to them in the way that is most appealing and easy to learn.
Dress up for the interview
As much as possible, gain a sense ahead of time about the dress standards at the company where you are interviewing Generally, you should dress up, even when the company has a fairly casual environment. Get your clothes organized the night before, not morning-of Introduce yourself graciously to all receptionists, administrators, others
Closing for cover letters
Best, Cordially, Sincerely, Respectfully, [2 lines; can be 3 lines] Your hand-written signature Printed name underneath
Rules for bullet points in a resume
Bullet-points: Most relevant to job description OR largest in scope first - Position your most important or most relevant to job description contributions first At least two bulletpoints per heading Best kind of bulletpoint? Rounded circle, filled in
How is business communication oriented?
Business communication is goal oriented: Planning, leading, staffing, directing, controlling, etc. = managing
The Role of Caring in Establishing Credibility
Caring: implies understanding the interests of others, cultivating a sense of community, and demonstrating accountability -People distrust individuals who are perceived as unconcerned about the interests of others or disinterested in causes above and beyond themselves.
The Role of Character in Establishing Credibility
Character: refers to a reputation for staying true to commitments made to stakeholders and adhering to high moral and ethical values.
Theories of management
Classical management & information transfer Human relations/resources & transactional process Systems thinking & Network Organizational cultures, communication, & power
conscious communication
Conscious communication: -is mindful of audience, culture within organization -displays awareness of communication as a process (leadership, teamwork, strategies) -respects diversity -cultural, gender, racial, religious, and -socioeconomic differences -requires balancing strategy, ethics, and outcomes -strategic communication: communication planned with specific audiences and specific intentions in mind, and that is cognizant of individual and cultural differences.
Transactional process
Everyone in an organization is engaged in sending and receiving messages Each person is constantly affecting the other Feedback, particularly nonverbal feedback, is a vital source of information The person receiving a message, rather than the person sending the message, is the source of meaning
Maslow Hierarchy of Needs Theory
Explanation of what motivates human behavior. Motivation grows as employees move from lower order to higher order needs. Employees could be motivated more by helping to satisfy their higher order needs, in turn the employee would become more motivated. Set the stage for organizational learning and continuous improvement. Bottom to top: physiological, safety, belonging, esteem, self actualization
What "person" do you never use in a resume?
First (I) person
Traditional resume format
Functional, Chronological: -Use functional if you have very limited work experience (less than 1 year, or only an internship or volunteer work) - Why? Highlights skills by functional area
rule of thumb for rehearsal of presentation
General rule of thumb: practice 3 times for every minute you will be presenting
Day of interview
Have all necessary materials ready Portfolio with your questions clearly printed Copies of resume, working pen Name of individuals with whom you are interviewing Pad of paper to write down notes/questions If on-site, arrive 20-30 minutes early Get directions online/clarify address of interview Restroom, water, grooming, superman pose, breathing (3 cycles), etc. For video or phone interviews: Conduct it in a small, quiet room Speak clearly and loudly Wait until each speaker finishes before speaking Clarify any answers you don't understand Smile
Human Relations/ resources
Hawthorne Studies Maslow's Hierarchy of Needs Transactional Process
Resume parts
Headlines: Categories that emphasize the areas of your resume that stand out the most Highlights: The most important facts you want emphasized under each headline Details: Expand upon the highlights by describing and explaining each experience
the global workplace
In the global workplace, we achieve success through: -conscious communication -applied technology -strong knowledge and skill base (THE TRIANGLE)
Information transfer
Main Idea Communication was a pipeline through which a message was passed. One end was the sender, the other end was the receiver. Limitations Assumed that thoughts and feelings were transferred from speaker to receiver. Assumed that words contained the thoughts and feelings of the speaker. Assumed that a listener could extract those thoughts and feelings from a message. Gaps left in the message required new was of thinking about human communication.
Hawthorne studies
Main Idea Connected changes in productivity to changes in lighting. Significance Showed that increased attention to morale lead to improved productivity. Group interactions could have a favorable effect on work. Moved from scientific management to human relation's approach to management. Human Relations Approach Importance of open communication and supportive relations between managers and employees. Need for managers to take into account employee's feelings Need for managers to respond to the development needs of workers.
Systems theory
Main Idea: A way to view the sets of relationships that comprise the patterns of interaction within an organization. Components: Environment Interdependence Goals Feedback Openness, Order and Contingency
Current model
Messages are conveyed in different ways Idea of channel Added context Added layer of complexity
Communication components
Noise includes the physical, semantic, and hierarchical influences that either disrupt or shape the interpretation of messages. Feedback the activity of providing senders and receivers with responses to their communication, ideas, and identities. Channel the thoroughfare a message takes from sender to receiver. Environment the physical arrangement of the space, the cultural context the participants bring to the situation, and the communication history that exists between the participants. -Physical -Historical -Cultural
paralanguage
Not just what you say, but how you say it
Content cover letter: opening greeting
Opening greeting: "Dear Mr. Jones" "Dear Ms. Chang" (not Miss, Mrs. or Madame) "Dear Hiring Manager" "Dear Recruiter" Not "To Whom It May Concern" or "Dear Sir or Madam"
Organizational Culture
Organizational culture: -implies an intricate, interconnected, and purposeful pattern or order. -pattern is drawn from the metaphors and language of "community," Involves: -a unique sense of place that both unites and divides members -histories and visions for the future, which may or may not be shared -locally defined customs, rituals, rules, rites, and procedures -shared core values
What type of results should you talk about in your resume?
Quantify results where possible ($, %, increase in productivity, number of customers, etc.) 2-3 #s/% in your resume
nonverbal communication
Refers to all of the resources beyond what you say that contribute to the meaning of a message: Clothing and Personal Appearance Voice - Paralanguage Body Movement, Facial Expressions, and Eye Contact Space Touching
Examples of paralanguage
Register (high/low; vocal variety; resonance) Timbre (rich, smooth, warm voice; vs. harsh) Prosody (tone; "sing-song"; monotone) Pace / Pitch (speed - how fast you speak) Silence (pausing) Volume (how loud, how quiet; vocal variety)
How to respond to behavioral questions in an interview?
STAR method -Situation of task: Describe the situation that you were in or the task that you needed to accomplish. You must describe a specific event or situation, not a generalized description of what you have done in the past. Be sure to give enough detail for the interviewer to understand. This situation can be from a previous job, from a volunteer experience, or any relevant event. -Action you took: Describe the action you took and be sure to keep the focus on you. Even if you are discussing a group project or effort, describe what you did -- not the efforts of the team. Don't tell what you might do, tell what you did. -Results you achieved: What happened? How did the event end? What did you accomplish? What did you learn?
Classical management
Scientific management Bureaucracy Information transfer
Consider the SOFTEN model of nonverbal communication in your presentations
Smile Open stance Forward lean Tone Eye contact Nod
Be Fair in Business Communications
The FAIR (facts, access, impacts, respect) test helps you examine: how well you have provided the facts how well you have granted access to your motives, reasoning, and information how well you have examined impacts on stakeholders how well you have shown respect.
Original top down model
The sender is the originator or source of a message The receiver is the person to whom the sender directs the message. The message is what the sender says and does during a communication episode
Oculesics
The specific study of the eyes as a source of communication
Kinesics
The study of body movement, including facial expressions, eye contact, and gestures
Haptics
The study of touching as a form of nonverbal communication.
Business professionals remain silent for four basic reasons:
They assume it's standard practice They rationalize that it's not a big deal They say to themselves it's not their responsibility They want to be loyal
In persuasive presentations there are three appeals
Three appeals to construct arguments: 1. Logical appeals (logos) -Inductive or deductive arguments 2. Emotional appeals (pathos) -Appeal to audience's emotions or sympathies 3. Character appeals (ethos) -Rely on reputation and experience of speaker
Types of interview questions
Traditional, behavioral, situational
Networks theory
Types of Communication Flow: Formal communication that follows set chains of command using established groups and teams. Informal communication that occurs through social patterns of interaction that are not authorized or formal. Contingent decision making: takes advantage of the dynamic nature of systems and allows decisions to be revised as new information is developed. Open lines of communication ensure feedback occurs.
Breakdown of informative presentation
Typically, your introduction (preview) occupies roughly 10 to 15 percent of your presentation time Your body (view) takes up the vast majority (85 to 90 percent) of your time The conclusion (review) takes up the least time (5 to 10 percent).
What type of verbs should you use in a resume
Use action verbs: emphasize accomplishments with action verbs in the appropriate tense. (past tense = past tense verb) Check your text book for lists of verbs and alternates
Content cover letter: paragraph 2 and 3
Use these two paragraphs to: -Describe 1-2 (maybe 3 if directly relevant) experiences you've had that showcase your accomplishments -Highlight 2-3 results (numbers, $, %, increase in productivity, efficiency; worked with 10+ stakeholders; saved $$ for company; streamlined processes...) -In P3: mention 1) why this company (based on your research); 2) why this position (what do you want to get out of it) in a "soft tone"
Analyze your audience
Who is my audience? (position/titles, level in organization, gender, cultural background, language familiarity) How Will Audience Members Benefit from the Product, Service, or Ideas I Am Proposing? What Do the Audience Members Already Know about My Product, Service, or Ideas? What Are My Audience Members' Chief Concerns? Audience logistics - how many, where/when is presentation, time you have as presenter, multimedia available?
How should you develop breakthrough skills:
With these four goals in mind: -developing a global mindset -practicing cultural agility -managing relationships -creating opportunity
Informative speeches are judged on three criteria
accurate clear relevant to your audience
Principles for Establishing Presence
establish credibility, maintain authenticity, know your material, speak with confidence, focus on people, start and finish strong, stay flexible, use the room to your advantage, communicate nonverbally, dress for success
trust building behaviors include:
extending trust sharing information telling it straight, providing opportunities admitting mistakes setting a good example by following rules.
Contemporary resume format
for promotion within same company
Chronological resumes
present the information grouped by work and education over time
Functional resumes
present the information in terms of key skills.
Abilities
skills and knowledge that can be applied to accomplishing work tasks (the type of tasks I've got experience with; skills; results) -Teamwork, process management, analysis, negotiation, proposal creation...
Proxemics
the study of interpersonal space and distance