Communicating in Today's Air Force
Some common types of evidence you'll use to support your ideas include: - Definitions - Testimony - Statistics - Examples - Facts - Explanations
A definition is the precise meaning or significance of a word or phrase
An example is a specific instance chosen to represent a larger fact, in order to clarify an abstract idea or support a claim. Good examples are appropriate, brief and interesting, and often presented in groups of two or three for impact
A fat is a noncontroversial piece of data that can be objectively verified. Handle inferences as testimony, not facts
Spoken communication involves both speaking and listening
An effective speaker controls voice rate, volume, pitch, and pauses to create interest and improve communication
Listening is especially important in the Air Force, where any miscommunication is potentially catastrophic
Appropriate listening behaviors in one situation may be inappropriate in another. The three types of listening are: - Informative - Critical - Empathic
To watch your tone: - Be polite - Be careful with humor, irony, and sarcasm, which are perceived more harshly without nonverbal cues - Not SHOUT by writing with all capital letters - Keep it clean and professional
Be selective about what message you send and do not: - Discuss controversial, sensitive, FOUO, classified, personal, Privacy Act, or unclassified information requiring special handling of documents - Forget OPSEC - Create, forward/or post junk mail on bulletin boards - Create or send chain letters - Use email for personal ads
Be selective about who gets your message: - Replying to specific addresses only - Using "Reply All" sparingly - Getting permission before using large mail groups - Double-checking the address before mailing
Checking attachments and support material to: - Ensure your attachment is there - Ensure all information is provided the first time - Cite all quotes, references, and source - Respect copyright and license agreements
The listener's primary concern is understanding information exactly as transmitted in informative listening. To improve your informative listening: - Keep an open mind - Listen as if you had to teach it - Take notes - Respond and ask appropriate questions - Exploit the time gap between thinking and speaking speeds
Critical listening is the sum of informative listening and critical thinking. Actively analyze and evaluate the message the speaker is sending
Most Air Force writing or speaking directs, informs, persuades, or inspires
Determine the message you want to send (the what) and what your purpose is (the why). Your purpose will tell you what to emphasize and what your tone should be
Don't let military rank be a barrier. Strive to treat everyone as communicate equals and be candid, direct, and respectful to all
Don't overestimate the knowledge and expertise of your readers, but don't talk down to them either. Avoid excessive use of jargon and acronyms
Email transmits information electronically over computer-based messaging systems
Email guidelines ensure standardized and responsible use
Email is not the proper way to transmit sensitive or personal information. When sending this information in DoD emails, ensure: - There is an official need - All addresses are authorized receivers under the Privacy Act - The subject line includes "For official use only", followed by the subject - Insert "This email contains for official use only information which must be protected under The Privacy Act and AFI 33-332" at the start of the email
Email protocol provides guidelines for proper behavior while online to avoid social blunders and giving offense
Government-provided messaging systems are for official and limited authorized personal use only. All government communications systems are subject to monitoring, interception, search, and seizure for all authorized purposes
Emails may be subject to requests under the Freedom of Information Act, litigation, and court orders. If requested, individuals are responsible for reviewing messages in email accounts and all backups to locate responsive material
When giving feedback, keep the following in mind: - Be consistent, objective, sensitive to the stated purpose, and stick to what the person wants from your review - Distinguish between necessary, desirable, and unnecessary changes - Avoid general statements; pinpoint specific problems - Concentrate on improving content, not style or personal preferences
Feedback should: - Describe rather than judge - Be both positive and negative, considering strong and weak points - Be specific - Be directed at behavior the author can control
On the third pass, check sentences, phrases, and words. Look at details like passive voice, unclear language, excessive wordiness, grammar, and spelling. Read the paper aloud
Fight for feedback - have a second person review your communication. Good choice are coworkers familiar with the issue and its jargon, or an expert in an area of communication (such as grammar)
Use a consistent pattern when making a list. Don't mix things and actions, statements, and questions, or active and passive instructions
Five fears that lead to writer's block are fear of failure, fear of rejection, fear of success, fear of offending, and fear of running out of ideas
Number paragraphs when there are more than one. Merely sign your last name after the last word
For a very brief explanatory MR with little space, type "MR:" on the same line as the text, use the tighter format, and sign your last name followed by the date
Effective body movement is free, purposeful, and catches the eye of the listener. Feel free to move around in front of the audience. When looking at note cards, drop your eyes, not your head
Gestures are the purposeful use of your hands, arms, shoulders, and head to reinforce your words. They should be natural, not distracting
The AF goal is to provide maximum availability at acceptable risk levels for personnel who need Internet access for official business
Government-provided hardware and software are for official use and limited authorized personnel use only. Limited personal sue must be of reasonable duration and frequency, as approved by your supervisor(s)
Explanatory MRs are usually on the file copy of most correspondence. They give a quick synopsis of the purpose of the correspondence, tell who got involved, and provide additional information not included in the basic correspondence
If the basic correspondence really does say it all, an explanatory MR may not be required. However, some organizations require that you write "MR: Self-explanatory" on the file copy
Understand your audience's current knowledge, views, and level of interest in the topic
If you're writing a report, understand the expected format and length of the response, due data, level of formality, and any staffing requirements
Your choice of delivery format is usually affected by several factors, including the time you have to prepare and the nature of the message. Three common delivery formats are: - Impromptu - Prepared - Manuscript
Impromptu delivery occurs when you must speak publicly without warning or on a few moments' notice. It requires self-confidence, mastery of the subject, and thinking on your feet. If mastered, it's the highest level of verbal communication
Articulation is the art of expressing words distinctly. Pronunciation is the ability to speak words correctly
Keep it short and sweet. Be prepared, know what you want to say, then say it, keeping your purpose and audience in mind
"Please submit..." and "I appreciate your support..." are examples of active voice. "It is requested that you submit..." and "Your support is appreciated..." are passive
Keep verbs active, lively, specific, concise, and out in front, not hidden
Know your organization so that you can accommodate its views, capabilities, or concerns in your communication
Know your audience. They fall into one of four categories: - Primary receiver - a person you communicate with directly, verbally, or in writing - Secondary receiver - people you communicate with indirectly through the primary receivers - Key decision-makers - knowing who these most powerful members of the audience are will help focus your attention and delivery - Gatekeepers - those in the chain who review communications before they reach the intended audience to avoid embarrassment and help ensure your success
Write a purpose statement to clarify your objective. This is one clear sentence that: - Captures the essence of what you're trying to do (your "bottom line") - Helps you FOCUS as you develop your communication - Helps your audience FOCUS when you deliver your message
Know your own strengths and weaknesses to meet your communication goals
Hearing occurs when your ears pick up sound waves transmitted by a speaker or other source. It doesn't require the conscious decoding of information
Listening makes sense out of what is transmitted. Active listening requires hearing, comprehending, evaluating, and remembering the message
Prepared speaking requires a thorough outline with careful planning, practicing, and ample opportunity to prepare. You don't memorize a script; instead the words at the time of delivery are spontaneous and natural
Manuscript briefings require that every word spoken is absolutely perfect. It can lack spontaneity, eye contact, and body movement
Types of speaking in the Air Force include: - Briefings - Teaching lectures - Formal speeches
Military briefings are concise and factual. Every good briefing has the qualities of accuracy, brevity, and clarity. However, brevity distinguishes the briefing from other types of speaking
More than half of your meaning may be communicated non-verbally through vocal cues, eye contact, body movement, and gestures
Nothing enhances delivery more than effective eye contact with the audience because it: - Lets listeners know you're interested in them - Lets you receive nonverbal feedback from the audience - Enhances your credibility
On the first pass, look at the big picture - the arrangement and flow of ideas. Ensure the: - Purpose statement answers the original tasker - Introduction contains the purpose statement - Introduction and conclusion go together - Paragraphs clearly relate to the purpose statement, contain all main points, and are arrange in a consistent order
On the second pass, check paragraphs, structure, and clarity. In each paragraph, look for: - Unity of focus - only one main point and related information - Topic sentence - one sentence captures the paragraph's central idea - Supporting ideas - three to seven sentences that give enough details to support the central idea, with transitions that improve the flow
The Defense Message System (DMS): - Is the core DoD and Air Force messaging system of record - Interfaces with government agencies, allied forces, and defense contractors - Is a commercial off-the-shelf-based application
Organization simple mail transfer protocol mailboxes may be used for all organized messaging requirements unless usage of the defense message system is required in support of combatant command responsibilities
Public Key Infrastructure (PKI) and Common Access Cards (CAC) are essential to identity management
PKI authenticates the sender's identity using a digital signature and message encryption and decryption
The conclusion is last and summarizes the main points, leaving a sense of closure. It should balance the introduction without being identical. Avoid bringing up new information
Paragraph group related ideas into single units of though. Each paragraph contains a topic sentence that provides its focal point
Be courteous and polite, foregoing anger, criticism, and sarcasm for reasonableness and persuasion. Don't deliberately embarrass anyone
Personalize your communication, using pronouns to create rapport and avoid monotony. Use I, me, and my sparingly, choosing you, yours, we, us, and our. Avoid using I as the first word of an opening sentence or to start two sentences in a row (except to hammer home a point)
Limited personal use of government hardware and software must not: - Adversely affect performance of official duties - Overburden systems - Reflect adversely on the AF or DoD
Protect information systems from malicious logic attacks by: - Applying a mix of human and technological preventative measures - Scanning approved removable media devices for viruses before and after use if scans are not automated - Reporting any suspected iformatoin systems abnormalities immediately to the organizational information assurance officer
Your audience appreciates sincerity and honesty. To cultivate a positive tone: - Give praise when it's due - Acknowledge acceptance before focusing on improvements - Express criticism as helpful questions, suggestions, requests, and recommendations or clear directives, not as accusations
Research your topic for substance to support your communicaiton goals. The five best approaches to researching are: - Review the purpose and scope of the overall project - Assign a deadline - Ask the boss - Determine what you already know - Determine where to look for information
Support and logic build credibility and trust with your audience
Seven steps make both your written correspondence and speaking more effective: - Analyze purpose and audience - Research the topic - Support your ideas - Organize and outline - Draft - Edit - Fight for feedback
Vary the rate of speech to hold the audience's attention and add emphasis. People can listen four to five times faster than the normal spoken rate of 110-150 words a minute
Speak louder or softer to emphasize a point - softer is often more effective. Check out the room to know how loudly you must talk
Be inclusive and adhere to good taste and sensitivity (for example, when designing your visual support). Remember our force is diverse with regard to race, religion, ethnicity, and sex
Speakers have the advantage of gestures, voice, and movements to help them communicate their tone. Recognize that nonverbal signals are not available in written communication
For an official memorandum: - Use printed letterhead, computer-generated letterhead or plain bond paper - Type or print only one side using black or blue-black ink - Use 10- to 12- point font - Correct minor typographical errors neatly and legibly in ink
Specific directions for the spacing, memorandum caption, subject, signature, and attachments used in an official memorandum are found in Figure 14.5
Testimony uses the comments of recognized authorities as direct quotations or paraphrases
Statistics provide a summary of data that allows your audience to better interpret quantitative information. Keep them simple and easy to understand. Round them off and document their exact source
The impact element of the bullet statement explains how the person's actions affected the organization - whether at the work center, unit, or entire Air Force level
Streamlining refines the bullet statement to make it accurate, brief, and specific. Avoid exaggerating facts. Use the fewest, shortest, clearest, most descriptive words. Don't estimate or generalize
The personal letter: - Is used when warmth, sincerity, or a personal touch is essential - Is used to write individuals on private matters - Is brief (preferably one page) - Includes a salutation and a complimentary close
The Memorandum for Record is an informal document with a set format used to record information that refers to a certain piece of correspondence or to note certain actions
Individuals must not: - Auto-forward electronic messages from the .mil domain to a commercial Internet service provider - Indiscriminately release electronic messaging addresses to the public
The Privacy Act of 1974 requires agencies to safeguard the security and confidentiality of records and protect personal privacy
Gather as much information as you can, then sort through that information and: - Isolate one specific action the person performed - Select the power verb that best describes the action - Look for numerical information related to the action - Determine the accomplishment's effect on the bigger picture - Review each item to see if it is truly associated with the single accomplishment identified earlier
The accomplishment element begins with an action and focuses on one single accomplishment
The overview clearly presents your main points, previews your paragraph sequence, and ties your main points to your purpose
The body includes your main ideas and supporting details. Generally, write a separate paragraph for each main idea
Persuasive speeches move an audience to believe in or take action on a topic. Recruiting speeches and court-martial summations are examples
The entertaining speech gives the audience enjoyment, often relying on humor and vivid language. A speech at a Dining-Out would be an example
Use the persuade approach to sell your audience on a new idea, policy, or product, or a change in current operations
The final purpose, to inspire, is common in the military. Emphasize delivery and thorough knowledge of your topic and audience
Use the direct approach to describe actions you expect your audience to carry out. Emphasize clear, concise directions and expectations
The inform approach passes information to the audience. Emphasize clear, direct communication of accurate and adequate information tailored to the audience's education and skill levels. Audience feedback and interaction may be appropriate
A formal speech informs, persuades, or entertains
The informative speech concerns a specific topic, but isn't a sustained effort to teach. Examples are orientation talks and presentations at commander's calls
Break your draft in a three-part structure - introduction, body, and conclusion
The introduction captures attention, establishes rapport, and announces your purpose. It typically has three components: - Stage-setting remarks - Purpose statement - Overview
Choose clear and concise words and phrases by: - Using the active voice - Avoiding smothered verbs - Using parallelism
The passive voice shows the subject as the receiver of the action. The active voice used fewer words to make the point quickly
Pitch is the use of higher or lower notes in the voice. Variety avoids monotone and captures the listener's attention
The pause serves the same function as punctuation in writing
As a supervisor, be tactful and patient when helping subordinates improve their communication. Help inexperienced subordinates revise or rewrite their communications
The principles of effective communication apply equally well to written and spoken communications
Stage-setting remarks set the tone, capture attention, and encourage the audience to read further. They are optional, especially in very short messages
The purpose statement is the sentence you'd keep if you only had one
Use briefings to: - Inform listeners about a mission, operation, or concept - Direct or enable listeners to perform a procedure or carry out instructions - Advocate, persuade, or support a solution and lead the audience to accept it
The teaching lecture is the instructional method used most often in the AF. Formal lectures are generally one-way, with no verbal participation by students. Informal lectures usually have smaller audiences and permit verbal interaction between the instructor and students
You may write bullet statements for an EPR; AFIMT 1206, Nomination for Award; Bullet Background Paper (BBP); or other Air Force communicaiton
The three phases of writing an effective bullet statement are: - Phase 1 - Extract the facts - Phase 2 - Build the structure - Phase 3 - Streamline the final product
Use plain language in all Air Force correspondence. This includes: - Logical organization - Common, everyday words (except necessary technical terms) - Pronouns - Active voice - Short sentences
The two types of transitions are: - Internal transitions (within a sentence to improve its flow) - External transitions (to link separate paragraphs together)
To avoid email protocol blunders: - Be clear and concise - Watch your tone - Be selective about what message you send - Be selective about who gets your message - Check your attachments and support material - Keep your email under control
To be clear and concise: - Ensure the subject line communicates your purpose - Lead with the most important information - Use topic sentences for multiple paragraphs - Be brief and stick to the point - Use bold, italics, or color to emphasize key points - Choose readable fonts
Audiences become confused or impatient with unorganized communication and may underestimate its value and your credibility
To communicate clearly you must: - Understand the rules of language (spelling, pronunciation, grammar, punctuation, etc.) - Get to the point
To overcome writer's block: - Brainstorm or "free write" to get started - Write just the topic sentences for each paragraph - Don't procrastinate - Don't worry about constraints on the first draft - Bounce ideas off a friend or coworker - Use visuals to show meaning - Develop rituals or routines to get in the mood to write
To edit efficiently, read your document at least three times
To improve your critical listening skills: - Take notes - Listen as if you had to grade it - Exploit the time gap between thinking and speaking speeds - Ask appropriate questions
Try to understand first and evaluate second. Don't mentally argue with the speaker until the message is complete
The separate-page MR is an in-house document that records information not otherwise recorded in writing - a telephone call, meeting results, etc
Type or write a separate-page MR on a sheet of paper. Use 1-inch margins all around. Type the date, "MEMO FOR RECORD" and a subject caption. Number the paragraphs if there are more than one. It should be signed, but a full signature block isn't necessary
Use empathic listening when communication is emotional or the relationship between speaker and listener is as important as the message
Use empathic listening as a: - First step in the listening process - Prerequisite to informational or critical listening
The most common and familiar ways of preparing all official and personal correspondence and memoranda are: - Official memorandum - Personal letter - Memorandum for Record (MR)
Use the official memorandum to communicate with all DoD agencies and to conduct official business outside the government with vendors or contractors when the personal letter isn't appropriate
The web, or Internet, provides the capabilities to: - Quickly and efficiently disseminate information - Access information from a variety of sources
Web content must be managed in compliance with all information management policies and procedures
The five core principles of good communication create the acronym FOCUS: - Focused - address the whole issue, but only the issue - Organized - systematically present information and ideas - Clear - communicate with clarity and make each word count - Understanding - understand your audience and its expectations - Supported - use logic and support to make your point
When communication is focused, the sender stays on track and has a clear idea of the purpose and objective
Common organizational patterns are: - Topical - Compare or contrast - Chronological - Sequential - Spatial or geographical - Problem and solution - Reasoning and logic - Cause and effect
When writing a draft, focus on getting your ideas down on paper, not on polished sentences. Keep an eye on your outline to keep your focus and write effectively
The three types of explanations are: - Analysis - separating a whole into smaller pieces for further study; clarifying a complex issue by examining one piece at a time - Comparison and contrast - comparison dramatized similarities between two objects or situations; contrast emphasizes differences - Description - use to tell details; paint a picture with words
When you organize and outline, select a pattern to move through your ideas systematically and logically. Your purpose, the needs of your audience and the nature of your material influence your choice of pattern