BUS 271 final ole miss

cultural context

includes both the organizational culture as well as the cultural backgrounds of the people with whom you may be communicating ex: young people have different expectations than old, men communicate different than women

bad news messages are

inductive

belongingness and love

intimate relationships, friends

direct behavior

leaders who give detailed rules and instructions and monitoring them closely -leader decides what is to be done and how

supportive behavior

leaders who listen, communicate, recognize and encourage their followers

external messages

messages directed to recipients outside the organization

internal messages

messages intended for recipients within an organization

unknown

things we don't know about ourselves and others don't know either ex: ability to handle an emergency situation if you have never been in one

hidden area

things we keep hidden from others

Johari window

4 areas: *I* free and open area *II* blind area *III* hidden area *IV* unknown area

how much of information in face to face encounter may be sent non verbally

90%

types of bad news messages

-counter proposal or "silver lining" idea -closing positively ex: refusing a request, denying a claim, communicating negative organizational news

bad listening habits

-fake attention -allowing disruptions -over listening -stereotyping -dismissing subjects as uninteresting -failing to observe non verbal aids

advantages to email

-fast, convenient flow of info to different locations and time zones -increases efficiency -reduces costs -reduces paper waste

pitch

-high or low or voice -pleasant is med-low -varied pitches are desired while giving a presentation so you're not monotone

5 audience levels

-intrapersonal: communication w oneself -interpersonal: communication between two people -group: communication of 2+ people -organizational: groups combined so large tasks can be accomplished -public- organization reaching out to its public's to achieve goals

volume

-loudness of tones -good voice is easily heard

face to face meeting

-most used format -let you see nonverbal cues of body, voice, proximity and touch -used when issues are especially sensitive, participants don't know one another, to establish relationships or to be in the same place at the same time

types of surveys

-online -phone -personal -email poll

types of good news messages

-positive news -thank yous -appreciation messages

electronic meeting

-reduce travel budget -save time -communicate through phone, computer or video broadcasting -can be in different places -speed up meeting follow up activities bc decision and action items can be recorded electronically limitations -cant replace face to face -can make it harder to reach consensus harder to interpret strengths

attention getters

-shocking statement -quote -rhetorical or open ended question -joke or humor -demonstration or dramatic presentation aid -anecdote or timely story -personal reference -compliment to audience

in-text parenthetical citations

-this directs the reader to a list of sources at the end of report

parts of a formal report

-title page -table of contents -table of figures -executive summary -introduction -body -analysis -references -appendix -index

things to know before giving a presentation

-venue -age, religion, culture (who is audience) -why is topic important -technology being used -compliments increase audience receptiveness

memorandum

Informal written brief, note, record, reminder, or summary used as a means of communication

psychological needs

food, water, warmth, rest

problem statement

particular problem that is to be solved by research

footnote citation

placing cites at bottom of page which they are cited

esteem needs

prestige and feeling accomplishment

ethics

principles of right and wrong that guide in making decisions that consider the impact of ones actions on others as well as on the decision maker

phonation

production and variation of a speakers vocal tone

social context

refers to the nature of the relationship between the communicators, as well who is present

free and open area

represents what we know about ourselves and what others know about us

teams must establish these 3 "r's"

roles, rules, relationships

safety needs

security, safety

articulation

smooth, fluent and pleasant speech

rate

speed at which words are spoken -never speak too quickly or too slowly

forming

stage 1 of team development -team members become acquainted with each other and the assigned task

storming

stage 2 of team development -team members deal with conflicting personalities, goals, and ideas

norming

stage 3 of team development -team members develop strategies and activities that promote goal achievement

performing

stage 4 of team development -team members reach the optimal performance level

hypothesis

statement to be provided or disapproved through research

flow chart

step by step diagram of a procedure or a graphic depiction of a system or organization

sampling

survey technique that eliminates the need for questioning 100% of the population -large number will be drawn at random

task force

team of workers given a single goal and a limited time to achieve it

cross functional team

team that brings together employees from various department to solve a variety of problems

jargon

term professionals in some fields use when communicating with others in same field

double speak

the distortion, changing or switching of words to make an unpleasant, tricky or otherwise negative situation not sound as awful -often found in military, political and corporate language

statement of purpose

the goal of the study; includes the objectives the researcher hopes to accomplish

communication

the process of exchanging and interpreting information and meaning between or among individuals through a system of symbols, signs, and behavior

Maslow

theory of hierarchy for needs proposed by Abraham Maslow 1. physiological needs 2. society needs 3. belongingness and love 4. esteem needs 5. self actualization

diversity skills

your ability to communicate effectively w men and women of all ages, cultures, and minority groups will affect your success

normal speaking speeds are

100-150 words/min

4 channels of communication

1. visual- written+oral (slides, diagrams, photos) 2. written- memos, letters, emails, texts 3. oral- face to face, interpersonal, phone, speeches 4. nonverbal- most communication in face to face is also non verbal

how may employees in corporate america write poorly

1/3

formal communication

a network of communication flow typified by the formal organizational chart; dictated by the technical, political, and economic environment of the organization

external proposal

a proposal written to generate business; one organization describes how it can meet the needs of another by providing a product or service

vertical report

a report that can be upward or downward directed

lateral report

a report that travels between units on the same organizational level

topic sentence

a sentence that identifies the portion of the topic being discussed and presents the central idea of paragraph

quality assurance team

a team that focuses on product or service quality; projects can be short or long term

self actualization needs

achieving ones full potential including creative activities

what voice do business communications use more heavily

active voice bc it conveys ideas more vividly

graphics

all types of illustrations used in written and spoken reports

references (APA) & works cited (MLA)

alphabetized list of sources on last page

when should you give a handout for a presentation

at the end so people dont stare down at it the whole time

John Grisham

believes that outlining is critical for developing an effective plot and for minimizing the number of pages that will be written and then discarded

formal report

carefully structured report that is logically organized and objective, contains much detail and is written in a style that tends to eliminate such elements as personal pronouns

table chart

clarify large quantities of data in small space; columns and rows

coherence

cohesion so that each sentence in some way is linked to the preceding ones

downward communication

communication that flows from supervisor to employee, policy maker to operating personnel, or from top to bottom on the chart -normally involves both written and spoken -feedback can flow both downward and upward

upward communication

communication that is generally a response to requests from supervisors -management requesting information from lower levels; resulting info is feedback to the request ****THIS COMMUNICATION CAUSES RISK*****

good news messages are

deductive

line chart

depicts changes in quantitative data over time and illustrates trends

blind area

designates those things others know about us but we cant see

bar chart

effective for comparing quantities

pie chart

effective for showing percentages, but ineffective in showing quantitative totals or comparisons

informal communication

network of communication flow that continually develops as people interact within the formal system to accommodate their social and psychological needs ex: blogs and twitter

internal proposal

used by managers to justify or recommend purchases or changes in the company ex: installing new computers

pronunciation

using phonetics to create sounds, rhythm, stress and intonation

informal report

usually a short message written in natural or personal language

chronological context

ways times influences interactions Ex: busy part of year for company, knowing they just had a profit loss

deductive

when a message begins with the major idea

inductive

when the message begins with the details and the major idea follows

active voice

when the subject of a sentence is the "doer" of an action

passive voice

when the subject of a sentence is the receiver of an action

proposal

written description of how one organization can meet the needs of another ex: providing products or services or solving problems