Chapter 1-5 Exam Highlitghts

Ethical Business Practices

ensure that appropriate standards of conduct are maintained by everyone who is a part of the business and with anyone affected by the business

forming stage

the first stage of group development in which people join the group and then define the group's purpose, structure, and leadership

performing stage

the fourth stage of group development when the group is fully functional and works on group task

Storming

the second stage of development, characterized by conflict and disagreement, in which team members disagree over what the team should do and how it should do it

Communication Process

the steps between a source and a receiver that result in the transfer and understanding of meaning

norming stage

the third stage in group development, characterized by close relationships and cohesiveness

Three step writing process

think, draft, revise

Shrinking Management Layers: Advantages

- Cost savings and efficiency - Fewer layers between managers and line workers - Shorter lines of communication - Faster decision making - Quick response to market changes

Forms of nonverbal communication

- Eye Contact. - Facial Expressions. - Posture and Gestures. - Time. - Space. - Territory. - Appearance of Business Documents. - Appearance of People.

Analyze the purpose of a message, anticipate its audience, and select the best communi- cation channel.

. Before drafting, communicators must decide why they are creating a message and what they hope to achieve. Although many messages only inform, some must also persuade. After identifying the purpose, communicators visualize both the primary and secondary audi- ences, which helps them choose the most appropriate language, tone, and content for a message. Senders should remember that receivers will usually be thinking, What's in it for me?(WIIFM). Senders select the best channel by considering the importance of the message, the amount and speed of feedback required, the necessity of a permanent record, the cost of the channel, the degree of formality desired, the confidentiality and sensitivity of the message, and the receiver's preference and level of technical expertise.

Culture Combines the visible and invisible.

. On the surface, we recognize numerous signs of culture including the words we use, our body language and gestures, the way we dress, and our outward behavior. Under the surface, however, lie unspoken rules governing what is seen. These unspoken and often unconscious rules are determined by our beliefs and values, attitudes and biases, feelings and fears, and upbringing.

Characteristics of Culture

1. Culture is shared 2. Culture is learned 3. Culture is taken for granted 4. Culture is symbolic 5. Culture varies across time and place

3 x 3 writing process

1. Prewriting 2. Drafting 3. Revising

Explain the advantages and challenges of workforce diversity, and address approaches for improving communication among diverse workplace audiences.

A diverse workforce can benefit consumers, work teams, and business organizations. However, diversity can also cause discord among identity groups. Business communicators should be aware of and sensitive to differences in the communication techniques of men and women. To promote harmony and communication in diverse workplaces, many organizations develop diversity training programs. You should understand and accept the value of differences. Don't expect conformity, make fewer assumptions about others, and look for common ground.

Deciding Whether a Meeting Is Necessary

A face-to-face meeting provides the most nonverbal cues and other signals that help us inter- pret the intended meaning of words. . Remember, the real expense of a meeting is the lost productivity of all the people attending. To decide whether the purpose of the meeting is valid, consult the key people who will be attending. Ask them what outcomes they desire and how to achieve those goals. This consultation also sets a collabora- tive tone and encourages full participation.

Understand the powerful effects of globalization and the major trends fueling it

A shrinking domestic market and four other major trends explain the need for developing intercultural communication techniques and competency. First, globalized markets free of trade barriers mean that you can expect to be doing business with people from around the world. Second, advancements in transportation technology are making the world smaller and more inter- twined. Third, communication and information technologies extend the global reach of business. Fourth, these trends are giving rise to new middle classes in emerging economies. Meanwhile, the domestic workforce is becoming increasingly diverse as immigrants from other cultures continue to settle in North America, and their offspring outnumber the descendants of non-Hispanic whites.

Identify the tools for success in the hyper connected 21st-century workplace, and appreciate the importance of critical-thinking skills in the competitive job market of the digital age.

Accessing and sharing various digital media from a vast network of sources and distributing them nearly instantly to widespread audiences have never been easier. In today's demanding digital workplace, you can expect to be a knowledge worker. You must learn to think critically and develop opinions backed by reasons and evidence. You are learning to think, read, and ask questions in a networked world, accessed with electronic devices on the go. Because technologies and procedures are constantly evolving, you must be flexible and willing to engage in lifelong learning. You should expect to take charge of your career as you work for multiple employers. Knowledge workers who communicate well tend to find employment and advance even in a tough market.

Choosing Tools for Doing the Right Thing

Acting ethically means doing the right thing given the circumstances. Each set of circumstances requires analyzing issues, evaluating choices, and acting responsibly. Resolving ethical issues is never easy, but the task can be made less difficult if you know how to identify key issues 1. Is the action legal? 2. Would you do it if you were on the opposite side? 3. Can you rule out a better alternative? 4. Would a trusted advisor agree? 5. Would family, friends, employer, or coworkers approve? Perhaps the best advice in ethical matters is contained in the Golden Rule: Treat others the way you wish to be treated yourself. The principle of reciprocity has a long tradition and exists in most religions and cultures.

Making Face-to-Face Meetings Productive

Although meetings are disliked, they can be career-critical. At meetings, judgments are formed and careers are made or blunted.33 Therefore, instead of treating them as thieves of your valuable time, try to see them as golden opportunities to demonstrate your leadership, communication, and problem-solving skills. So that you can make the most of these oppor- tunities, this section outlines techniques for planning and conducting successful meetings

Understand the nature of communication and its barriers in the digital age.

Although people are sending more messages and using new technologies in this digital age, the basic communication process still consists of the same basic elements. The sender encodes (selects) words or symbols to express an idea in a message. It travels verbally over a channel (such as an e-mail, website, tweet, letter, or smartphone call) or is expressed nonverbally with gestures or body and use your access code to unlock valuable student resources. language. "Noise" such as loud sounds, misspelled words, or other distractions, may interfere with 144 the transmission. The receiver decodes (interprets) the message and may respond with feedback, informing the sender of the effectiveness of the message. Miscommunication may be caused by barriers such as bypassing, differing frames of reference, lack of language skills, and distractions.

planning virtual Meetings and interacting professionally.

Although the same good meeting management techniques discussed for face-to-face meetings prevail, additional skills and practices are important in virtual meetings. A major problem when participants are not facing each other is that any small infraction or miscue can be blown out of proportion. Words and tone can be easily misinterpreted. In addition, bandwidth and technology glitches can derail virtual meetings. The following suggestions from experienced meeting facilitators will help you ace virtual meetings

direct strategy

An organizational pattern in which the main idea comes first, followed by details, an explanation, or evidence

indirect strategy

An organizational pattern in which the main idea comes later in a message, after the details, explanation, or evidence.

Prewriting

Analyze • What is your purpose? • What do you want the receiver to do or believe? • What channel should you choose: face- to-face conversation, group meeting, e-mail, memo, letter, report, blog, wiki, tweet, etc. Anticipate • P rofile the audience. • W hat does the receiver already know? • Will the receiver's response be neutral, positive, or negative? How will this affect your organizational strategy? Adapt • W hat techniques can you use to adapt your message to its audience? • How can you promote feedback? • S trive to use positive, conversational, and courteous language.

Labeling opinions

Assertions that cannot be proved are opinions, and stating opinions as if they were facts is unethical and, well, foolish

the you view

Audience-focused perspective; emphasis on receiver benefits.

Receiver decodes message

Avoid prejudging message Strive to understand both verbal and nonverbal cues Ignore distractions Create receptive environment Expect to learn

Horizontal information flow

Between departments and functional work teams companies are (a) training employees in teamwork and communication techniques, (b) establishing reward systems based on team achievement rather than individual achievement, and (c) encouraging full participation in team functions employees must also realize that they are personally responsible for making themselves heard, for really understanding what other people say, and for getting the information they need.

Media Richness and Social Presence

Business communicators must be able to choose from a wide range of options those communication channels most suitable "to get the job done"—that is, most likely to elicit the desired outcome. Media richness theory and the concept of social presence are particularly useful for evaluating the effectiveness of old and new media in a given situation.

Summarize the 3-x-3 writing process and explain how it guides a writer.

Business writing should be purposeful, economical, and audience oriented. Following the 3-x-3 writing process helps writers create efficient and effective messages. Phase 1 of the 3-x-3 writing process (prewriting) involves analyzing the message, anticipating the audience, and considering ways to adapt the message to the audience. Phase 2 (drafting) involves researching the topic, organizing the material, and drafting the message. Phase 3 (revising) includes editing, proofreading, and evaluating the message. A writing process helps a writer by providing a systematic plan describing what to do in each step of the process

Why form teams?

Businesses are constantly looking for ways to do jobs better at less cost. They are forming teams for the following reasons: Better decisions. Decisions are generally more accurate and effective because group members contribute different expertise and perspectives. Faster response. When action is necessary to respond to competition or to solve a problem, small groups and teams can act rapidly. Increased productivity. Because they are often closer to the action and to the customer, team members can see opportunities for improving efficiency. Greater buy-in. Decisions arrived at jointly are usually better received because members are committed to the solution and are more willing to support it. Less resistance to change. People who have input into decisions are less hostile, aggres- sive, and resistant to change. Improved employee morale. Personal satisfaction and job morale increase when teams are successful. Reduced risks. Responsibility for a decision is diffused on a team, thus carrying less risk for any individual.

3Compose the first draft of a message using a variety of sentence types and avoiding sentence fragments, run-on sentences, and comma splices

Choose a quiet environment to compose the first draft of a message. Compose quickly but plan to revise. Employ a variety of sentence types including simple (one independent clause), complex (one independent and one dependent clause), compound (two independent clauses), and compound-complex (two indepen- dent clauses and one dependent clause). Avoid fragments (broken-off parts of sentences), comma splices (joining two clauses improperly), and run-on sentences (fusing two clauses improperly). Remember that sentences are most effective when they are short (20 or fewer words)

Sender has idea

Clarify idea Decide on purpose of message Analyze idea and how it can best be presented Anticipate effect on receiver

Sender selects channel, transmits message

Consider importance of message, feedback required, interactivity Choose a channel that the receiver prefers Think of ways to reduce channelnoiseand distractions Be aware of competing messag

Sender Encodes Message

Consider receiver's background, communication skills, experience, culture, context Choose concrete wordsand appropriate symbols Encourage feedback

Culture is learned

Culture is learned or acquired through socialization. Not genetic Environment is central to culture. Shared with others Cultural beliefs can change over time. Culture can be subconscious. Essentially, every belief and value that humans acquire as members of a society can be included in their culture, thus explaining the broadness of the concept of culture.

Culture is the basis of self identity and community

Culture is the basis for how we tell the world who we are and what we believe. People build their identities through cultural overlays to their primary culture.

Define culture, name its primary characteristics, and explain the five key dimensions of culture: context, individualism, time orientation, power distance, and communication style

Culture is the complex system of values, traits, morals, and customs shared by a society. Significant characteristics of culture include the following: (a) culture is learned, (b) cultures are inherently logical, (c) culture is the basis of self-identity and community, (d) culture combines the visible and invisible, and (e) culture is dynamic. Members of low-context cultures (such as those in North America, Scandinavia, and Germany) depend on words to express meaning, whereas members of high-context cultures (such as those in Japan, China, and Arab countries) rely more on context (social setting, a person's history, status, and position) to communicate meaning. Other key dimensions of culture include individualism, time orientation, power distance, and communi- cation style.

Media richness

Daft and Lengel's media richness theory attempts to classify media in organizations according to how much clarifying information they are able to convey from a sender to a recipient The more helpful cues and immediate feedback the medium provides, the richer it is; face-to-face and on the telephone, managers can best deal with complex organizational issues. For routine, unambiguous problems, however, media of lower richness, such as memos, reports, and other written communication, usually suffice. Ideally, senders would choose the richest medium necessary to communicate the message to the recipient with as little ambiguity as possible. Because a rich medium (such as a face-to-face conversation) is not always available, communicators must often use leaner media (for example, e-mail) that may not be as effective in reducing ambiguity and decreasing the risk of miscommunication

Doing What Ethical Communicators Do

Dealing honestly with colleagues and customers develops trust and builds strong relationships. Abiding by the Law - Know the laws in your field and follow them. Particularly important for business communicators are issues of copyright law. Under the concept of fair use, individuals have limited rights to use copyrighted material without requiring permission. To be safe, you should assume that anything produced privately after 1989 don't assume that Internet items are in the public domain and free to be used or shared. Internet items are covered by copy- right laws.

Step 2 in the writing process

Drafting

Revising

Edit Edit your message to be sure it is clear, concise, conversational, readable. • R evise to eliminate wordy fillers, long lead-ins, redundancies, and trite busi- ness phrases. • Develop parallelism. • C onsider using headings and number proofread ake the time to read every message carefully. • Look for errors in spelling, grammar, punctuation, names, and numbers. • Check to be sure the format is consisten Evaluate • W ill this message achieve your purpose? • Does the tone sound pleasant and friendly rather than curt? • Have you thought enough about the audience to be sure this message is appealing? • D id you encourage feedback

active listening

Empathic listening in which the listener echoes, restates, and clarifies. A feature of Rogers' client-centered therapy.

Understand the importance of teamwork in today's digital-era workplace, and explain how you can contribute positively to team performance.

Employers seek workers who have strong communication, team, listening, nonverbal, and etiquette skills. Team skills are especially importantbecause many organizations are forming teams to compete in today's fast-paced, global economy. Virtual teams are groups of people who work independently with a shared purpose across space, time, and organization boundaries using technology. Teams typically go through four stages of develop- ment: forming, storming, norming, and performing. Open discussion of conflict prevents group- think, a condition that leads to faulty decisions. In resolving conflict, you should listen, understand the other's point of view, show a concern for the relationship, look for common ground, invent new problem-solving options, and reach a fair agreement. Successful teams are small, diverse, and able to agree on their purpose, procedures, and method of conflict resolution. They use good communication techniques, collaborate rather than compete, accept ethical responsibilities, and share leadership.

Telling the truth

Ethical business communicators do not intentionally make statements that are untrue or deceptive.

Communicating Clearly

Ethical business communicators feel an obligation to write clearly so that receivers understand easily and quickly. Some states have even passed "plain English" (also called "plain language") laws requiring businesses to write policies, warranties, and contracts in language comprehensible to average readers Communicators who intentionally obscure the meaning with long sentences and difficult words are being unethical.

being Objective

Ethical business communicators recognize their own biases and strive to keep them from distorting a message. it is unethical to misrepresent the facts in your report or to put a spin on your arguments based on friendship

Using inclusive Language

Ethical business communicators use language that includes rather than excludes. They avoid expressions that discriminate against individuals or groups on the basis of their sex, ethnicity, disability, race, sexual orientation, or age. Language is discriminatory when it stereotypes, insults, or excludes people.

giving Credit

Ethical communicators give credit for ideas by (a) referring to origina- tors' names within the text; (b) using quotation marks; and (c) documenting sources with endnotes, footnotes, or internal references.

Analyze ethics in the workplace, understand the goals of ethical business communicators, recognize and avoid ethical traps, and choose the tools for doing the right thing.

Ethics describes standards of right and wrong prescribing what people should do. These standards consist of rights, obligations, and benefits to society. They include virtues such as fairness, honesty, loyalty, and more. Ethical standards rise to a level higher than the law. The goals of ethical business communicators include abiding by the law, telling the truth, labeling opinions, being objective, communicating clearly, using inclusive language, and giving credit. Obstacles to ethical decision making include the false neces- sity trap, the doctrine-of-relative-filth trap, the rationalization trap, the self-deception trap, and the ends-justify-the means trap. When faced with a difficult decision, the following questions serve as valu- able tools in guiding you to do the right thing: (a) Is the action legal? (b) Would you do it if you were on the opposite side? (c) Can you rule out a better alternative? (d) Would a trusted advisor agree? and (e) Would your family, friends, employer, or coworkers approve?

Explain and apply active listening techniques.

Experts say that we listen at only 25 percent efficiency. While listening to supervisors on the job, take notes, avoid interrupting, ask pertinent questions, and paraphrase what you hear. When listening to colleagues and team- mates, listen critically to recognize facts and listen discriminately to identify main ideas and to understand logical arguments. When listening to customers, defer judgment, pay attention to content rather than form, listen completely, control emotions, give affirming statements, and invite additional comments. Keys to building powerful listening skills include controlling external and internal distractions, becoming actively involved, separating facts from opinions, identifying important facts, refraining from interrupting, asking clarifying questions, paraphrasing, taking advantage of lag time, taking notes to ensure retention, and being aware of gender differences.

Explain how to generate ideas and organize information to show relationships

Fresh ideas may be generated by brainstorming, a technique that involves encouraging a group of people to unleash "out-of-the-box" ideas, which are then grouped into outlines. Ideas for simple messages may be organized in a quick scratch list of topics. More complex messages may require an outline. To prepare an outline, divide the main topic into three to five major components. Break the components into subpoints consisting of details, illustrations, and evidence. Organizing information with the main idea first is called the direct strategy. This strategy is useful when audiences will be pleased, mildly interested, or neutral. The indirect strategy places the main idea after explanations. This strategy is useful for audiences that will be unwilling, displeased, or hostile.

Explain how communication skills fuel career success, and understand why writing skills are vital in a digital workplace embracing social media.

In a fast-paced, competitive, and highly connected digital workplace, communication skills matter more than ever before. Communication technology has provided unprecedented mobility, and workers are increasingly expected to be plugged in after hours and wherever they may travel. Today's workers write more, not less, and excellent oral and written communication skills are the top qualities that employers seek. Such skills are critical to job placement, performance, career advancement, and organizational success. Especially in a recession, excellent communication skills can set you apart from other candidates. Communication skills include reading, listening, nonverbal, speaking, and writing skills. Ever since the digital revolution swept the workplace, most workers write their own messages and increasingly use new communication channels such as social media. Excellent writing skills are particularly important because messages today travel more rapidly, more often, and to greater numbers of people than ever before. Writing skills are not inherent; they must be learned.

Grasp the complexities of ethics across cultures, including business practices abroad, bribery, prevailing customs, and methods for coping.

In doing business abroad, business- people should expect to find differing views about ethical practices. Although deciding whose ethics should prevail is tricky, the following techniques are helpful: Broaden your understanding of values and customs in other cultures, and avoid reflex judgments regarding the morality or corruptness of actions. Look for alternative solutions, refuse business if the options violate your basic values, and conduct all relations as openly as possible. Don't rationalize shady decisions. Resist legalistic strategies, and apply a five-question ethics test when faced with a perplexing ethical dilemma

Overcoming Obstacles to Ethical Decision Making

In making ethical decisions, business communicators commonly face five traps that can make arriving at the right decision more difficult

Shrinking Management Layers

In traditional companies, information flows through many levels of managers however, innovative businesses have for years been cutting costs and flattening their management hierarchies flattening means that fewer layers of managers separate decision makers from line workers. In flat organizations, in which the lines of communication are shorter, decision makers can react more quickly to market change An important factor in the flattening of management hierarchies was movement away from mainframe computing Management moved away from command and control to connecting and collaborating horizontally. This means that work is organized to let people use their own talents more wisely.

High and low context cultures

Individuals in high-context cultures spend a lot of time getting to know one another before engaging in any important transactions; in low-context cultures, there is less prior knowledge of the members so everything has to be stated explicitly.

Understand how teams approach collaborative writing projects and what collaboration tools support team writing.

Large projects or team efforts involving the expertise of many people often require team members to collaborate. During Phase 1 (prewriting) of the writing process, teams usually work together in brainstorming and working out their procedures and assignments. During Phase 2 (drafting) individual members research and write their portions of the project report or presentation. During Phase 3 (revising) teams may work together to combine and revise their drafts. Teams may use digital collaboration tools such as e-mail, instant messaging, texting, wikis, word processing functions such as Track Changes, Web conferencing, Google Docs, or other software to collaborate effectively.

informal research

Learning about careers just by watching what goes on around a person everyday at their jobs

The Growing Importance of Intercultural Communication

Markets Go Global-To succeed in today's interdependent global village, multinational companies are increasingly finding it necessary to adapt to other cultures. Major Trends Fuel Globalization- aside from shrinking domestic markets, several trends fuel global expansion including favorable trade agreements, growing numbers of middle-class consumers in emerging nations, transportation advancements, and increas- ingly sophisticated information and communication technologies. The changing landscape of business and society clearly demonstrates the need for technology savvy and connectedness around the world. Career success and personal wealth depend on the ability to use technology effectively. As the accompanying Plugged In feature demonstrates, communication technology must be used cautiously and professionally

Planning and Participating in Face-to-Face and Virtual Meetings

Meetings consist of three or more people who assemble to pool information, solicit feedback, clarify policy, seek consensus, and solve problems. However, as growing numbers of employees work at distant locations, meetings have changed. People are meeting regularly, but not always face-to-face.

Teams

Most businesses seek employees who can get along and deliver positive results that increase profits and boost their image. As a budding business professional, you have a stake in acquiring skills that will make you a strong job applicant and a valuable employe Hiring managers naturally expect you to have technical expertise in your field and know the latest communication technology. Such skills and an impressive résumé may get you in the door. However, your long-term success depends on how well you communicate with your boss, coworkers, and customers and whether you can be an effective and contributing team member.

ethics in business

The process of applying a set of values concerning right and wrong to a business context, including the various moral and ethical problems that can arise in a business setting, and duties and obligations of those who engage in commerce.

Audience Adaption

The process of ethically using info about an audience in order to adapt one's message so that it is clear and achieves the speaking objectives

Upward information flow

Moves from the actual information up to upper management. Ex, selling a product, flows to different departments To improve the upward flow of communication, some companies are (a) hiring communication coaches to train employees, (b) asking employees to report customer complaints, (c) encouraging regular meetings with staff, (d) providing a trusting, nonthreatening environment in which employees can comfortably share their observations and ideas with management, and (e) offering incentive programs that encourage employees to collect and share valuable feedback

nonverbal communication

Nonverbal communication includes all unwritten and unspoken messages, both intentional and unintentional. Eye contact, facial expressions, body movements, space, time, distance, appearance—all of these nonverbal cues influence the way a message is interpreted, or decoded, by the receiver. Many of the nonverbal messages that we send are used intentionally to accompany spoken words.

Understand how effective nonverbal communication can help you advance your career.

Nonverbal communication includes all unwritten and unspoken messages, both intentional and unintentional. Nonverbal communication takes many forms including eye contact, facial expressions, posture, and gestures, as well as the use of time, space, and territory. To improve your nonverbal skills, establish and maintain eye contact, use posture to show interest, reduce or eliminate physical barriers, improve your decoding skills, probe for more information, avoid assigning nonverbal meanings out of context, associate with people from diverse cultures, and appreciate the power of appearance

Drafting

Research • Gather data to provide facts. • S earch company files, previous corre- spondence, and the Internet. • W hat do you need to know to write this message? • H ow much does the audience already know? Organize • O rganize direct messages with the big idea first, followed by an explanation in the body and an action request in the closing. • For persuasive or negative messages, use an indirect, problem-solving strategy. Draft • Prepare a first draft, usually quickly. • Focus on short, clear sentences using the active voice. • B uild paragraph coherence by repeating key ideas, using pronouns, and incorporating appropriate transi- tional expressions.

social presence

Social presence has come to mean the degree to which people are engaged online and ready to connect with others however, social presence is the degree of "salience" (being there) between a sender and receiver using a communication medium Media with high social presence convey warmth and are personal. Social presence is greatest face-to-face, and less so in mediated and written communication, such as phone conversations and text messages. Face-to-face we receive many more signals than just speech. For example, nonverbal cues, emotional disposition, and voice inflection help us interpret a message correctly.

ends justify the means trap

Taking unethical actions to accomplish a desirable goal

cultures are inherently logical

The rules in any culture reinforce that culture's values and beliefs. They act as normative forces.

Collaborative Environments and Teaming

Teamwork has become a reality in business. Many companies have created cross-functional teams to empower employees and boost their involvement in decision making instead of traditional standing teams, organizations are now forming ad-hoc teams to solve particular problems. Such project-based teams disband once they have accomplished their objectives A sizable chunk of our future economy may rely on "free agents" who will be hired on a project basis. Whether companies form standing or ad-hoc teams, individuals must work together and share information. Working relationships can become strained when individuals don't share the same location, background, knowledge, or training. Some companies even hire communication coaches to help teams get along.

workforce diversity

The U.S. workforce is becoming increasingly diverse In addition to increasing numbers of women and minorities, the workforce will see a big jump in older workers. By 2020, the number of workers aged fifty-five and older will grow to a quarter of the labor force, more than double their number in 1998. To this competition for information-age jobs, add the influx of skilled immigrants. Despite barriers to immigra- tion, some experts predict that by 2030 roughly 500 million people will legally work outside their home countries As a result of these and other demographic trends, businesses must create work environments that value and support all people Communicating in this diverse work environment requires new attitudes and skills. Teams made up of people with various experiences are more likely to create the products that consumers demand. Customers also want to deal with companies that respect their values. Learning to cooperate and communicate successfully with diverse coworkers should be a major priority for all business people.

1Apply Phase 2 of the 3-x-3 writing process, which begins with formal and informal research to collect background information.

The second phase of the writing process includes researching, organizing, and drafting. Researching means collecting information using formal or informal techniques. Informal research for routine tasks may include looking in the company's digital and other files, talking with your boss, interviewing the target audi- ence, and conducting informal surveys. Formal research for long reports and complex prob- lems may involve searching electronically or manually, investigating primary sources, and conducting scientific experiments.

active voice

The subject of the sentence performs the action

passive voice

The subject of the sentence receives the action.

Describe significant trends in today's dynamic, networked work environment, and recognize that social media and other new communication technologies require excellent communication skills, particularly in an uncertain economy.

The trends affecting today's workers include new communication technologies such as social media, expectations of around-the-clock availability, and global competition. Other trends are flattened management hierarchies, team-based projects, a diverse workforce, and the mobile or virtual office oper- ating practically 24/7/365. These trends require new skills and attitudes. Teamwork is a reality in business; workers must collaborate and share information. The workplace in the United States is becoming increasingly diverse with growing numbers of women, minorities, and older workers. Teleworking from remote locations and nonterritorial workspaces are impossible without the productive use of communication technologies. Businesspeople need to have strong communication skills to make decisions, exchange information effectively, and stay connected across time zones and vast distances

Premeeting Considerations

To conduct successful virtual meetings or teleconferences, address a number of premeeting issues. Most important, decide what technology will be used. Be sure that everyone is able to participate fully using that technology. For global meetings decide what language will be used. If that language may be diffi- cult for some participants, think about using simple expressions and repeating major ideas

formal research

Using books, databases, or other sources of information as tools to investigate facts.

Using Effective Practices and Technologies in Virtual Meetings

Virtual meetings are gatherings of participants who are connected technologi- cally. As travel costs rise and companies slash budgets, many organizations are cutting back on meetings that require travel Instead of meeting face-to-face, people have found other ways to exchange ideas, brainstorm, build consensus, and develop personal relationships. They may meet in audioconferences using telephones or in videoconferences using the Internet. Steady improvement in telecommunications networks, software, and computer processing continues to fuel the shift to virtual meetings.

Discuss strategies for enhancing intercultural effectiveness, reflect on nonverbal inter- cultural communication, assess how social media affect intercultural communication, and apply techniques for successful oral and written interactions across cultures.

To function effec- tively in a global economy, we must acquire knowledge of other cultures and be willing to change our attitudes, but first we need to become aware of our own cultural assumptions and biases. Culture is learned. Ethnocentrism refers to the belief that one's own culture is superior to all others and holds all truths. Overcoming stereotypes and developing tolerance often involve practicing empathy, which means trying to see the world through another's eyes. We can minimize nonverbal miscommunication by recognizing that meanings conveyed by body language such as eye contact, posture, gestures, use of time, space, and territory are largely culture dependent. Becoming aware of your own nonverbal behavior and what it conveys is the first step in broadening your intercul- tural competence. Communicating in social networks, people tend to seek out those who are like them; the extent to which they reach out across boundaries depends on whether they are outgoing or introverted. In improving oral messages, use simple English, speak slowly and enunciate clearly, observe eye messages, encourage accurate feedback, accept blame, listen without inter- rupting, smile, and follow up important conversations in writing. To improve written messages, try to accommodate the reader in organization, tone, and style. Use short sentences and short paragraphs, observe titles and rank, avoid ambiguous expressions, strive for clarity, use correct grammar, and cite numbers carefully.

Collaborating in Virtual Teams

Today you can expect to collaborate with fellow workers in other cities and even in other countries. Such collaborations are referred to as virtual teams. This is a group of people who, aided by information technology, must accomplish shared tasks largely without face-to-face contact across geographic boundaries, sometimes on different continents and across time zones

Draft effective paragraphs using three classic paragraph plans and techniques for achieving paragraph coherence.

Typical paragraphs follow one of three plans. Direct para- graphs (topic sentence followed by supporting sentences) are useful to define, classify, illustrate, and describe. Pivoting paragraphs (limiting sentence followed by a topic sentence and supporting sentences) are useful to compare and contrast. Indirect paragraphs (supporting sentences followed by a topic sentence) build a rationale and foundation of ideas before presenting the main idea. Paragraphs are more coherent when the writer links ideas by (a) sustaining a key thought, (b) dovetailing sentences, (c) using pronouns effectively and (d) employing transitional expressions. Paragraphs with eight or fewer lines look most attractive.

doctrine of relative filth trap

Unethical actions sometimes look good when compared with worse behavior by others.

The self deception Trap

When individuals behave unethically to make themselves look good

false necessity trap

When people act from the belief that they are doing what they must do. they convince themselves that they have no other choice, when in fact it's generally a matter of convenience or desire

The rationalization trap

When people try to explain away unethical actions by justifying them with excuses

Examine critically the internal and external flow of communication in organizations through formal and informal channels, explain the importance of effective media choices, and understand how to overcome typical barriers to organizational communication.

Whether informing, persuading, or promoting goodwill, businesspeople communicate to achieve a particular objective. Internal and external office communication has accelerated thanks to new communication technologies. The mobile digital workplace is unthinkable without e-mail, IM, company intranets, corporate websites, audio and video podcasting, videoconferencing, and Web chats. Internal communication includes exchanging ideas and messages with superiors, coworkers, and subordinates. External communication involves customers, suppliers, govern- ment agencies, and the public. Media richness and social presence are concepts that help classify the communication media most suitable to avoid ambiguity in a given workplace interaction. Formal channels of communication follow an organization's hierarchy of command. Informal channels of communication, such as the grapevine, deliver unofficial news—both personal and organizational—among friends and coworkers. Smart communicators avoid office gossip.

Discuss effective practices and technologies for planning and participating in face-to-face meetings and virtual meetings.

Workplace meetings are called only when urgent two-way communication is necessary. Leaders should start the meeting on time and keep the discussion on track. Conflict should be confronted openly by letting each person present his or her views fully. Leaders should summarize what was said, end the meeting on time, and distribute minutes afterwards. To participate actively, attendees should arrive early, come prepared, have a positive attitude, and contribute respectfully. In virtual meetings people who cannot be together physically connect with technology. Such meetings save travel time, trim costs, and reduce employee fatigue. Audioconferencing enables people to use an enhanced speakerphone to confer with others by tele- phone. Videoconferencing combines video and audio for real-time interaction in special telepresence rooms. Web conferencing enables participants to share documents and converse in real time.

Improve your competitive advantage by developing professionalism and business etiquette skills.

You are more likely to be hired and promoted if you project profession- alism in the workplace. This includes avoiding speech habits that make you sound uneducated, crude, or adolescent. Professionalism also is reflected in writing carefully worded e-mails and other messages and having a businesslike e-mail address, as well as good voice mail, cell phone, and telephone manners. To gain a competitive etiquette edge, use polite words, express sincere appreciation and praise, be selective in sharing personal information with work colleagues, avoid criticizing people, respect coworkers' space, rise above others' rudeness, be considerate when sharing space, choose the high road in conflict, and disagree agreeably.

4Improve your writing techniques by emphasizing important ideas, employing the active and passive voice effectively, using parallelism, and preventing dangling and misplaced modifiers.

You can emphasize an idea by making it the sentence subject, placing it first, and removing competing ideas. Effective sentences use the active and passive voice strategically. In the active voice, the subject is the doer of the action (She hired the student). Most sentences should be in the active voice. In the passive voice, the subject receives the action (The student was hired). The passive voice is useful to de-emphasize negative news, to emphasize an action rather than the doer, and to conceal the doer of an action. Parallelism is a skillful writing technique that uses balanced construction (jogging, hiking, and biking rather than jogging, hiking, and to bike). Skillful writing avoids dangling modifiers (sitting at my computer, the words would not come) and misplaced modifiers (I have the report you wrote in my office).

purposeful

You will be writing to solve problems and convey information. You will have a definite strategy to fulfill in each message.

Audience oriented

You will concentrate on looking at a problem from the perspective of the audience instead of seeing it from your own.

Economical

You will try to present ideas clearly but concisely. Length is not rewarded.

Dimensions of Culture

attention to detail, outcome orientation, people orientation, team orientation, aggressiveness, stability, innovation and risk taking

Ethics

ethics refers to conventional standards of right and wrong that prescribe what people should do. These standards usually consist of rights, obligations, and benefits to society. They also include virtues such as fairness, honesty, loyalty, and concern for others. Ethics is about having values and taking responsibility. Ethical individuals are expected to follow the law and refrain from theft, murder, assault, slander, and fraud

formal communication channels

follow the chain of command and are recognized as official a message originates with executives and flows down through managers to supervisors and finally to lower-level employees Barriers, however, can obstruct the flow of communication

Shrinking Management Layers: Disadvantages

frontline employees as well as managers participate in critical thinking and decision making. Nearly everyone is a writer and a communicator.

Employ expert writing techniques such as incorporating audience benefits, the "you" view, conversational but professional language, a positive and courteous tone, bias-free language, plain language, and vigorous words.

he term audience benefits involves looking for ways to shape the message from the receiver's, not the sender's, view. Skilled communicators look at a message from the receiver's perspective applying the "you" view without attempting to manip- ulate. Expert writing techniques also include using conversational but professional language along with positive language that tells what can be done rather than what can't be done. (The project will be successful with your support rather than The project won't be successful without your support). A courteous tone means guarding against rudeness and avoiding sounding preachy or demanding. Writers should also avoid language that excludes, stereotypes, or offends people (lady lawyer, spry old gentleman, and confined to a wheelchair). Finally, plain language, familiar terms, strong verbs, and concrete nouns improve readability and effectiveness.

Feedback to sender

in the communication process, a return message to the sender that indicates the receiver's understanding of the message

Culture is dynamic

over time, cultures change. Changes are caused by advancements in technology and communication, as discussed earlier. Local differences are modified or slowly erased. Change is also caused by events such as migration, natural disasters, and wars

Defining Your Business Writing Goals

purposeful, economical, audience oriented

Downward information flow

strategies, goals, and directives that originate at a higher level and are passed to lower levels To improve communication many companies have restructured and re engineered themselves into smaller operating units and work teams. Rather than being bogged down with long communication chains, management speaks directly to employees. management can improve the downward flow of information through company publications, announcements, meetings, videos, podcasts, and other channels. Instead of hoarding information at the top, today's managers recognize the importance of letting workers know how well the company is doing and what new projects are planned