MGMT 102 - MIDTERM

BUSINESS STYLE TECHNIQUES 8. Avoid Expletives

- "There" or "It" when that word doesn't refer to something

BUSINESS STYLE TECHNIQUES 5. Use Positive Words

- 99% of the time - To make people happy - Negative words: no, can't, don't, unable, not, unfortunately, regret, fail - Ways to avoid negative words: - Use/suggest an alternative - Use "wish" instead of "no" - Use "if then" statement

BUSINESS STYLE TECHNIQUES 7. Avoid Cliches

- A phrase or word that is overused - It loses its sense of meaning and sincerity - Examples: - Have a nice day! - We look forward to seeing you at the meeting - Thank you for your time and consideration - Thank you and have a nice weekend (unrelated topic in one sentence) - Please do not hesitate to contact me if you have any questions (negative) - Please reply at your earliest convenience (vague time frame) - I am certain that you will be pleased (assumption about others' feelings) - Thank you in advance for your cooperation (assumption about others' actions)

BUSINESS COMMUNICATION STYLE What common styles for speaking and/or writing contrast with a business style?

- Academic - Poetry/Prose - Legal

PLANNING FOR COMMUNICATION - PART I: RECEIVER ANALYSIS What should you consider about the receiver when planning for communication?

- Am I speaking or writing to an individual or group? - What is other persons position in the organization? - What is the persons background? - What is the persons needs? - What is the persons feelings about what you are going to communicate? - How does the person feel about the sender? - What if their channel preference? - What is the persons mood? - What is their time availability? - What has worked well in previous situations with this person?

EFFECTIVE LISTENING Good Listening Habits

- Appropriate eye contact - Engaging in feedback (active listening, gestures, etc.) - Take notes - Visualize

PLANNING ROUTINE MESSAGES Channel Selection Considerations

- Bandwidth (senses) - Receiver's preferred method - Do you need to see the receiver's response in person? - Do you need immediate feedback? - The speaker's preferred method - General perception of the channel

PLANNING FOR COMMUNICATION - PART I: RECEIVER ANALYSIS Why is understanding your receiver important?

- Design the best way to connect with people - To make sure you both have the same understanding

SUCCESSFUL BUSINESS COMMUNICATION What does "successful business communication" mean?

- Efficient - Accurate writing: easy to read, understandable, concise, clear - Speaking clear: slowly for understanding, concise - Presentation in relation to yourself or product - Message control - *** Making a connection with other person/s ***

COMMUNICATION BASICS Define communication

- Expression/exchange: info, ideas - Understanding of communication between both parties (same) - Same understanding: 2 most important words about communication

EFFECTIVE LISTENING Bad Listening Habits

- Faking attention - Interrupting - Lack of eye contact - Multitasking - Looking at phone - Looking at watch - Yawning

NONVERBAL COMMUNICATION Examples of Body Language

- Gestures - Facial expressions - Posture - Position you are standing or sitting in relative to the receiver - Appearance

BUSINESS STYLE TECHNIQUES 6. Use Reader-Centered Words

- It makes people happy - It makes your writing more personal - Ways to achieve a reader-centered tone: - Focus on the reader's needs - Use second-person pronouns (you, your) - Use friendly and polite words

GIVING FEEDBACK Nonverbal Feedback Methods

- Nodding - Eye contact - Facial expressions (brow furrow = I don't understand/like, Smile = happy) - Posture - "Uh-huh" "Nuh-uh"

BUSINESS STYLE TECHNIQUES 3. Use Precise/Specific Words

- To avoid confusion - Ex: "I bought a 2017 Honda Civic"

CRITICAL THINKING FOR COMMUNICATION What is critical thinking?

- To criticize your thoughts - The process of carefully evaluating (criticizing) the quality of one's own thoughts

BUSINESS STYLE TECHNIQUES 9. Use Simple Sentences with Concise Wording

- Use 90% of the time - They're shorter and easier to read - Examples of wordiness - "We decided" instead of "We made a decision" - "We concluded" instead of "We came to the conclusion" - Examples of redundancy - "It is a necessary requirement" - "She did the exact same thing" - "The honest truth"

BUSINESS STYLE TECHNIQUES 4. Use Short/Simple Words

- Use instead of utilize - Outside instead of interorganizational

BUSINESS STYLE TECHNIQUES 10. Use Active Voice

- When the simple subject is doing the action - Active voice saves time - Passive voice: the simple subject is not doing the action How to recognize active or passive voice in sentences 1. Identify the simple subject and the verb in the sentence 2. Ask: does the verb show action or state of being? 3. If it shows action, ask: is the simple subject doing the action? (active voice) How to change a passive voice sentence to active voice 1. Ask: who/what is doing the action in the sentence? 2. Then, use that person/thing as the simple subject of your new sentence.

COMMUNICATION IN ORGANIZATIONS Reasons for communicating

1. 2. 3. 4.

CREATING ROUTINE MESSAGES Routine Message Examples

1. Announcement - direct 2. Routine request - direct 3. Routine response - direct

CREATING ROUTINE MESSAGES Creating the first sentence

1. Announcement - too many 2. Routine request - "Please..." 3. Routine response - "Here is the information you requested. Thank you for your request." (start with answer)

INTERPERSONAL SPEAKING/INTERVIEWS 4 Verbal Considerations

1. Balance (between your speaking and the other person speaking). - 30% interviewer, 70% interviewee (no right answer) 2. Avoid extraneous words: "Uh" "Uhm" "You know" "Like" "So, yeah" - Talk slower to combat 3. Avoid buzzwords: "Basically" "Clearly" "Certainly" "Obviously" "Absolutely" "So" Literally" 4. Avoid overusing words - "Stunning" in realty

PLANNING FOR COMMUNICATION - PART III: CHANNEL SELECTION Factors to Consider in Selecting the Appropriate Channel

1. Bandwidth needed for the situation - Visual - Auditory - Tactile (touch) - Gustatory (taste) - Olfactory (smell) 2. Important of nonverbal cues - Body language - Tone of voice 3. Important of immediate feedback - Synchronous (instant) - Asynchronous (wait, delay) 4. Receiver's channel preference - Keep them happy 5. General perception of the channel - Too casual? - Too formal? 6. Sender's areas of strength - What works and what is comfortable

NONVERBAL COMMUNICATION What are the 2 Methods of Nonverbal Communication

1. Body language (55%) 2. Tone of voice (38%)

INTERPERSONAL SPEAKING/INTERVIEWS 2 Nonverbal Considerations

1. Body language/Facial expressions - Appearance/dress (dress based on company/situation. Better to overdress) - Facial expressions (eye contact, smile) - Position (making connection to person) - Posture 2. Tone of voice - Speed (slow) - Volume - Pitch/inflection (don't be monotone)

BUSINESS COMMUNICATION STYLE 3 Characteristics/Criteria that Define a Business Style

1. Clear 2. concise 3. Personal/polite

GIVING FEEDBACK Verbal Feedback Goals

1. Confirm information/content - Restate what you are being told 2. Show empathy with emotions/feelings

NONVERBAL COMMUNICATION What are the Uses of Nonverbal Communication?

1. Enhance the words 2. Regulate communication 3. Contradict the words (bad) 4. Substitute for words (emblems = gestures used (can't hear, stop talking, etc.))

PLANNING FOR COMMUNICATION - PART III: CHANNEL SELECTION 4 Common Channels

1. Face to face 2. Telephone 3. Email, text, social media 4. Reports, memos, letters Other channel options: audio/video conferencing

PLANNING FOR COMMUNICATION - PART I: RECEIVER ANALYSIS 5 ways to show empathy

1. Focus on the receiver's needs 2. Use 2nd person pronouns 3. Use positive words 4. Use personal language (friendly, polite) 5. Make eye contact and smile

CREATING ROUTINE MESSAGES 3 Reasons for Starting with "Please"

1. Friendly 2. Leader-centered 3. Most direct way to get your point across

PLANNING ROUTINE MESSAGES 7 Steps to Easier Writing

1. Identify your goal (specific) 2. Consider the receiver 3. Gather information 4. Make an outline 5. Write a rough draft 6. Make content changes 7. Proofread Step's 1 & 2: Go together. How does the receiver feel about my goal for this message? Step's 1-4: Preparation

INTERPERSONAL SPEAKING/INTERVIEWS 5 Common Interview Types

1. Informational interview (most common): presenting information between 2 people 2. Persuasive interview (sales) 3. Job interview 4. Performance review/appraisal 5. Exit interview (quitting job). Talking about why you're leaving

GIVING FEEDBACK 2 Reasons for Using Feedback in Business Communication

1. It shows the speaker you care, in turn making them happy 2. Confirms the same understanding

INTERPERSONAL SPEAKING/INTERVIEWS 4 Barriers to Productive Interviews

1. Lack of planning 2. Making assumptions during the interview 3. Biases & stereotypes 4. Misinterpreting nonverbal cues

CREATING ROUTINE MESSAGES Structure/Outline

1. Main point (first sentence) - 1 paragraph 2. Details - 1-2 paragraphs 3. Goodwill close (make the reader feel unique and happy) - 1 paragraph, 1-2 sentences

NONVERBAL COMMUNICATION 3 Problems with Nonverbal Communication

1. Misinterpretation of nonverbal cues (most common/important): we make an assumption based on our own experience. Doing this eliminates all other possibilities. - Solutions: just ask questions, don't assume 2. We are unaware of our own nonverbal messages - Solutions: ask questions, get feedback from someone close 3. Our actions contradict our words sometimes - Solutions: don't contradict. Say the same thing with your nonverbal cues as you are with your words.

NONVERBAL COMMUNICATION Examples of Tone of Voice

1. Pitch 2. Inflection (changing pitch; raising or lowering. Monotone = no inflection) 3. Volume 4. Speed 5. Diction (can you understand each word?)

INTERPERSONAL SPEAKING/INTERVIEWS 6 Techniques for Achieving Productive Interviews

1. Plan the time and place. Make it comfortable 2. Decide on your goal. What do you want to get out of it? 3. Make an outline to steer conversation 4. Make questions so you don't miss anything 5. Plan follow up activities and communicate them. "I will let you know by the end of the week" (talking to someone you will potentially hire) 6. Always end with personal gesture. "It was a pleasure to meet you"

EFFECTIVE LISTENING 6 Reasons for Poor Listening

1. Poor time management (multitasking) 2. Distractions (personal issue- language barrier, emotional issues) 3. Boring content 4. Conflict between people 5. Selfishness (waiting for your turn to talk) 6. Difference between speaking and listening speeds

PLANNING FOR COMMUNICATION - PART II: CONTENT ANALYSIS 5 ways to show emphasis

1. Put it first 2. Repetition 3. Format (underline, bold, italicize, capitalization) 4. Tone of voice 5. Bulleted lists

PLANNING FOR COMMUNICATION - PART III: CHANNEL SELECTION What are some problems with using technology for business communication?

1. Scams 2. Security 3. Lives forever 4. Overload/too much use 5. Unreliable

PLANNING FOR COMMUNICATION - PART III: CHANNEL SELECTION How can we maximize the effectiveness of technology for business communication?

1. Select appropriate channel 2. Focus on the receivers needs 3. Keep it simple 4. Receiver's options

PLANNING FOR COMMUNICATION - PART III: CHANNEL SELECTION What are some benefits of using technology for business communication?

1. Speed --> Fast! 2. Permanent record 3. Efficient 4. Broadens communication

DESIGNING EFFECTIVE PARAGRAPHS Using transition words for cohesion in paragraphs

1. Words that show order - First, second, etc. - Next, finally 2. Words that show relationship - However - But 3. Words that show repetition - These/this

EFFECTIVE LISTENING Advantages of Being a Good Listener

1. You make people happy 2. Accuracy = saves time

INTERPERSONAL SPEAKING/INTERVIEWS Group

3+ people talking together

BUSINESS STYLE TECHNIQUES 2. Use Action Verbs

A verb that shows action - It shows productivity - To write, to manage, to think - Ex: sleeping, resting, "I write letters" State-of-Being Verbs - A verb that doesn't show action - To be (is, are, was, were, etc.), to seem, to feel - Ex: "I am tired" Testing for action: Ask "Is the sentence showing any action?"

CURRENT DYNAMICS THAT IMPACT ORGANIZATIONAL COMMUNICATION What 21st century trends affect a manager's communication strategy?

A. Economic change - Service of information economy (offices) B. Organizational change - Flatter, less hierarchy in companies, employees more pivotally involved in value-creating work C. Global change - Workforce's have become more diverse - Navigating across cultural and geographic lines has required interactions that are fluid and complex D. Generational change - Varying ages in workforce (70 v. 21) E. Technological change

COMMUNICATION IN ORGANIZATIONS Formal and informal channels in intraorganizational communication

A. Formal: emails, calls, meetings B. Informal: socializing

Building blocks of business communication

A. Grammar B. Style (Business) - Clear (easy words, understandable) - Concise - to the point - Personal words (positive, polite, friendly) C. Content/structure D. Presentation

COMMUNICATION IN ORGANIZATIONS Classifications

A. Interorganizational communication B. Intraorganizational communication

COMMUNICATION BASICS Barriers to achieving the same understanding

A. Nonverbal communication B. Unclear messages; not enough detail C. Lack of time, lack of focus D. Biases and expectations - Being biased about yourself. You think you deserve a raise for your hard work and dedication. E. Distractions F. Stress and emotions - Emotions can get in the way

SUCCESSFUL BUSINESS COMMUNICATION Primary goals of business communication

A. Save time (for other person) by: - Use short, simple words - Listen - Go slow - Be efficient - Tailor message to audience B. Make others happy by: - Smile - Keep promises - Go beyond minimum - Make people feel important - Meet deadlines

CRITICAL THINKING FOR COMMUNICATION What is necessary to be a critical thinker?

A. The ability to critically think B. Be willing to critically think

CRITICAL THINKING FOR COMMUNICATION Why is critical thinking essential for effective business communication?

A. Think > Say > Do B. To make connections C. Employers seek this skill

COMMUNICATION IN ORGANIZATIONS Communication flow in intraorganizational communication

A. Upward: sending communication up the chain of command B. Downward: sending communication down the chain of command C. Lateral: communication between equals in organizations

COMMUNICATION IN ORGANIZATIONS What are some ways to manage the organizational grapevine (gossiping)?

A. Use all your channels (formal & informal) B. Lack of accuracy = bad

SUCCESSFUL BUSINESS COMMUNICATION How can you create a communication "connection" with others?

A. Use your critical thinking to identify the needs of the other person (customer, coworker, supervisor, etc.) B. Meet needs by what you say or do

COMMUNICATION BASICS What are the 2 communication components?

A. Verbal communication B. Nonverbal communication

PLANNING FOR COMMUNICATION - PART II: CONTENT ANALYSIS What should you consider about the message content when planning for communication?

A. What is the purpose of your message? B. What is the tone of the message received by the reader? C. Is it fact or opinion? D. How does receiver feel about the content you are about to present? E. Is it sensitive or controversial?

COMMUNICATION BASICS Who is responsible for creating the same understanding?

All sides equally responsible

PLANNING FOR COMMUNICATION - PART I: RECEIVER ANALYSIS Empathy definition

Being able to understand another person and the position they are in

COMMUNICATION IN ORGANIZATIONS Interorganizational communication definition

Communication between different organizations

COMMUNICATION IN ORGANIZATIONS Intraorganizational communication definition

Communication within an organization

PLANNING ROUTINE MESSAGES E-mail v. Letters

Difference is the degree of formality Email: informal Letter: formal

PLANNING FOR COMMUNICATION - PART II: CONTENT ANALYSIS Why is analyzing the content of one's message important?

Each different kind of content requires a different presentation

PLANNING FOR COMMUNICATION - PART I: RECEIVER ANALYSIS What major communication principle should one use when analyzing a receiver?

Empathy

PLANNING FOR COMMUNICATION - PART II: CONTENT ANALYSIS What major communication principle should one use when organizing the content of a message?

Emphasis

DESIGNING EFFECTIVE PARAGRAPHS Unity of content

Every sentence sticks to the topic in each paragraph

COMMUNICATION BASICS How can we maximize having the same understanding in our communication?

Feedback from person on receiving end. Ask questions.

WRITING E-MAIL MESSAGES Purpose for Subject Lines

It summarizes the email

DESIGNING EFFECTIVE PARAGRAPHS Business paragraph length

Minimum: 1 sentence (emphasis) Maximum: 4 sentences

PLANNING ROUTINE MESSAGES Routine Messages

Neutral responses/reactions from receiver

NONVERBAL COMMUNICATION Why is nonverbal communication so important for business?

Nonverbal communication carries most of the message. 93%

INTERPERSONAL SPEAKING/INTERVIEWS Intrapersonal

One person (critical thinking)

BUSINESS STYLE TECHNIQUES 1. Use Concrete Nouns

Physical things you can touch - Saves time because they have similar meaning for everyone - Concrete nouns: book, table person - Proper nouns: Sac State, California - Specific nouns: Honda Civic, business communication class - Abstract nouns: happiness/feelings, decision - Common nouns: university, state - General noun: car

PLANNING FOR COMMUNICATION - PART II: CONTENT ANALYSIS Possible Receiver Reactions Order (Deductive/Inductive)

Positive Direct Negative Indirect Neutral Direct Uninterested (usually persuasive, ads) Indirect

PLANNING ROUTINE MESSAGES Non-Routine Messages

Positive, negative, and uninterested responses/reactions from receiver

COMMUNICATION BASICS Communication model

Professor sends email to student v Student reiterates what the professor said v Professor confirms if student understood correctly

PLANNING FOR COMMUNICATION - PART II: CONTENT ANALYSIS Direct order definition

Put the main point first

PLANNING FOR COMMUNICATION - PART II: CONTENT ANALYSIS Indirect order definition

Put the main point later on

PLANNING FOR COMMUNICATION - PART II: CONTENT ANALYSIS Organizing communication content in 4 steps

Step 1: Defining our purpose (be specific) Step 2: Consider your receiver Step 3: Gather important information (performance review, time cards, statistics (if asking for raise)) Step 4: Make an outline

INTERPERSONAL SPEAKING/INTERVIEWS Interorganizational

Talking to someone outside organization

INTERPERSONAL SPEAKING/INTERVIEWS Organizational

Talking to someone within the same organization

BUSINESS COMMUNICATION STYLE What do we mean by "style" for business communication?

The choice of words we use in business communication - Formal, informal, positive, negative, etc.

PLANNING FOR COMMUNICATION - PART II: CONTENT ANALYSIS What is the relationship between the message content and the message structure?

The message content determines the message structure

PLANNING FOR COMMUNICATION - PART II: CONTENT ANALYSIS How should one decide on the appropriate message order for a given situation?

Think about the receiver

INTERPERSONAL SPEAKING/INTERVIEWS Interpersonal

Two people talking together

COMMUNICATION BASICS Nonverbal communication definition

Uses no words - Body language (gestures, how you walk or stand) - Tone of voice - Format *93% of message comes through nonverbal communication

COMMUNICATION BASICS Verbal communication definition

Uses words - Speaking - Writing - Reading - Listen

CRITICAL THINKING FOR COMMUNICATION Confirmation bias definition (common barriers to critical thinking)

We accept new ideas only if they fit with our current beliefs or ways of thinking Ex. Politics; "Don't believe everything you think" Fixing: be willing to accept ideas that are different from your own, after evaluating the source.

CRITICAL THINKING FOR COMMUNICATION Blind spot definition (common barriers to critical thinking)

We are not aware of what we don't know or see, so we make decisions with limited understanding. Ex. signing up for too many classes and then failing some Fixing: acknowledge that you have blind spots, then ask someone to help you see what you could be missing.

CRITICAL THINKING FOR COMMUNICATION Immediate reward definition (common barriers to critical thinking)

We do things that are emotionally pleasing in the short-term, but ignore the long-term effects of our decisions. Ex. Going out instead of finishing an assignment due the next day Fixing: prioritize responsibly, considering the consequences of your decisions.

CRITICAL THINKING FOR COMMUNICATION Undefined motive definition (common barriers to critical thinking)

We don't consider our reasons for doing something, or evaluate how important it is to the situation. Ex. Fixing: ask yourself questions such as, "Why am I doing this?" or "How will this improve my life?"

CRITICAL THINKING FOR COMMUNICATION Comfort zone definition (common barriers to critical thinking)

We follow familiar routines and avoid trying creative alternatives. Ex. Picking the same seat in class everyday Fixing: look for new and creative ways of thinking and doing things, and be open to experimenting with change.

CRITICAL THINKING FOR COMMUNICATION Rigid perspective definition (common barriers to critical thinking)

We perform tasks mechanically and don't look for appropriate solutions in unique situations Ex. Using email as communication all the time because you are used to it Fixing: evaluate each situation for its unique characteristics and choose a customized approach.

CRITICAL THINKING FOR COMMUNICATION Gut feeling definition (common barriers to critical thinking)

We reach conclusions quickly, without evaluation or analysis, and ignore the resources that are available to us. Ex. Picking test answer because it feels right Fixing: Question your initial conclusion, and seek more information about a problem or situation.

CRITICAL THINKING FOR COMMUNICATION Unreliable source definition (common barriers to critical thinking)

We readily settle for information from easily accessible sources (friends, family, teachers, internet, social media, etc.) without questioning the validity of the source. Ex. Wikipedia Fixing: Use appropriate standards to evaluate the accuracy of each information source before you accept it.