I generally don't like to use my blog for academic work or lengthy discourse, ranging in subjects from history to political science (i.e. international studies or east asian history, focusing on Sino-American relations and foreign policy). Instead, I prefer to reserve the blog for more mundane things like examining my contorted psyche, exploring my dreams about my magical unicorns Pepper and Princessa (actually Princessa is a pegasus), and debating the pros and cons of using Skittles as an alternative form of energy for a do-it-yourself rocket ship project, which I have been ardously working on for approximately 2.3 years. In between my rants and raves, I find what little time I can scavenge in my chaotic life to bang out a poem or haiku...and sometimes even a poeiku. But academic subjects are the least favorite of mine, despite my borderline essays into political topics and Buddhist philosophy.
does the decimal go to the right or left?!? As for science, it generally uses higher math to translate, equate, and confirm hypotheses and theories into valid arguments. Physics, chemistry, and all the other rocket science stuff baffle, frustrate, and ball-bust me. And so I had nothing to fall back on but my gift of gab, love of the King's English, and voracious apetite for vocabulary.
I now present for the online world of interplanetary and federated association of networked conglomerational bloggers my examination and review of Business & Managerial Writing and the importance of effective communication in the modern business arena. Alas, cry havoc and let slip forth the dogs of words!
CHAPTER 1 Achieving Success Through Effective Business Communication
7 Learning Objectives:
Globalization and diversity
Globalization refers to companies expanding overseas to market products, partner with foreign business, and employ foreign workers and executives.
Diversity or "workforce diversity" refers to differences between employees (in age, gender, sexual orientation, education, culture, religion, and life experiences). You can have two people who are accountants or computer specialists or managers who do the same job but are different in age, culture, etc. You have to pay attention to diversity because employees may/will have different communication styles. For example, you can't tell an older person, "What's the 411 on that report I asked about?" or it may not work if you say to a foreigner an American expression like, "Let's hurry up with the report and the charts. Why don't you kill two birds with one stone by calling computer support for help?" Perhaps, instructing someone to "multi-task" would be more appropriate and understood clearly without misconceptions.
The Increasing Value of Business Information
Today's businesses operate in an Information Age. Knowledge workers are employees who acquire, process, and communicate information for a company. They can be your IT (Information Technology) specialists or the "computer geeks." They might also be the PR Department (Public Relations) who speak for the company with press releases and in an official capacity.
Valuable business information focuses on (3) three things:
does the decimal go to the right or left?!? As for science, it generally uses higher math to translate, equate, and confirm hypotheses and theories into valid arguments. Physics, chemistry, and all the other rocket science stuff baffle, frustrate, and ball-bust me. And so I had nothing to fall back on but my gift of gab, love of the King's English, and voracious apetite for vocabulary.
I now present for the online world of interplanetary and federated association of networked conglomerational bloggers my examination and review of Business & Managerial Writing and the importance of effective communication in the modern business arena. Alas, cry havoc and let slip forth the dogs of words!
CHAPTER 1 Achieving Success Through Effective Business Communication
7 Learning Objectives:
- Explain why effective communication is important to your success in today's business environment?
- Identify seven communication skills that successful employers expect from their employees.
- Describe the five characteristics of effective business communication.
- List six factors that make business communication unique.
- Describe five strategies for communicating more effectively on the job.
- Explain three strategies for using communication technology successfully.
- Discuss the importance of ethics in business communication and differentiate between ethical dilemmas and ethical lapses.
Notes, pp. 3-5
2001 Case Study of Mena Trott. She was among the first wave of WWW users to keep a web log, hence the term blog, today. Trott and her husband, Ben, created their own software which handled high-volume blogging, Movable Type, making it easier for even a monkey to blog. On a sidenote, I am living proof that blogging is so easy even a monkey can do it. Blogging is obviously a form of communication that has proven useful and effective in bridging gaps between customer and company. Companies ranging from Boeing to General Motors to Microsoft use blogs to put a "human face" on giant corps. Millions of customers read corp blogs to keep up on latest news, products, and updates.
This section illustrates how COMMUNICATION IS IMPORTANT TO THE CUSTOMER BASE AND COMPANY FOR THE FOLLOWING REASONS: (a) communication "personalizes" the customer-company relationship, bringing customers into business and gives them a tool to learn more about a company and interact, and (b) companies want a "human face" because it promotes customer loyalty, generates repeat and new business, and develops more than a sale but, instead, a relationship with the customer.
ACHIEVING SUCCESS IN TODAY'S COMPETITIVE ENVIRONMENT
Learning to communicate effectively gives employers and employees certain advantages that determine success or failure. The benefits of EFFECTIVE COMMUNICATION are : (1) quicker problem solving, (2) stronger decision making, (3) increased productivity, (4) steadier work flow, (5) stronger business relationships, (6) clearer promotional materials, (7) enhanced professional image, and (8) improved stakeholder response.
What Employers Expect from You
No matter what area, accounting, law, science, or even as an executive chef (my specialty), companies, employers expect you to be competent at communicating. Employers spend millions of dollars on communication training every year, but they expect a basic level of communication ability from the employee. These skills will help you advance in your career.
2001 Case Study of Mena Trott. She was among the first wave of WWW users to keep a web log, hence the term blog, today. Trott and her husband, Ben, created their own software which handled high-volume blogging, Movable Type, making it easier for even a monkey to blog. On a sidenote, I am living proof that blogging is so easy even a monkey can do it. Blogging is obviously a form of communication that has proven useful and effective in bridging gaps between customer and company. Companies ranging from Boeing to General Motors to Microsoft use blogs to put a "human face" on giant corps. Millions of customers read corp blogs to keep up on latest news, products, and updates.
This section illustrates how COMMUNICATION IS IMPORTANT TO THE CUSTOMER BASE AND COMPANY FOR THE FOLLOWING REASONS: (a) communication "personalizes" the customer-company relationship, bringing customers into business and gives them a tool to learn more about a company and interact, and (b) companies want a "human face" because it promotes customer loyalty, generates repeat and new business, and develops more than a sale but, instead, a relationship with the customer.
ACHIEVING SUCCESS IN TODAY'S COMPETITIVE ENVIRONMENT
Learning to communicate effectively gives employers and employees certain advantages that determine success or failure. The benefits of EFFECTIVE COMMUNICATION are : (1) quicker problem solving, (2) stronger decision making, (3) increased productivity, (4) steadier work flow, (5) stronger business relationships, (6) clearer promotional materials, (7) enhanced professional image, and (8) improved stakeholder response.
What Employers Expect from You
No matter what area, accounting, law, science, or even as an executive chef (my specialty), companies, employers expect you to be competent at communicating. Employers spend millions of dollars on communication training every year, but they expect a basic level of communication ability from the employee. These skills will help you advance in your career.
- Organizing ideas and information logically and completely. Be able to find, process, and organize info into understandable, user-friendly material so others can understand it quickly and clearly.
- Expressing and presenting ideas and information coherently and persuasively. When called upon to offer an idea or recommendation, you should be organize your ideas well and also communicate them persuasively. For example, your boss wants to know why the company should spend more or less money on staffing problems? You can't just say "because we need to" or "I think it's a cool idea." Instead, you'll need to present facts, supporting evidence, and explain your recommendation or argument in detail, without being too wordy or confusing. Here's a possible way of requesting a budget approval for more staff: "Well, Mr. Johnson, I think hiring a few more secretaries might seem costly at first but we can hire on a part-time basis. Two more secretaries in your accounting department will share the work load and, thus, eliminate the excessive overtime salaries we've been paying just one employee. Also, my research into our quarterly budget reports show that we have funding for part-time employees. One full-time employee with overtime hours would hurt our budget, slow production, and put our department at risk if the secretary burned out from work or became sick."
- Listen to others effectively. Listen as well as communicate; do both equally well. Listening lets you know what's going on, who has valid points, and shows respect for co-workers. In management it's critical to know what employees are saying or what recommendations are being made, etc.
- Using communication technologies effectively and efficiently. Learn to use e-mail, instant messaging (IM), web conferencing, and Powerpoint, Word, etc. for more than entertainment purposes. Technology is the next best tool to a pen. Stay current and up-to-date on software and programs that make your job easier.
- Following accepted standards of grammar, spelling, and other aspects of high-quality writing and speaking. Learn to communicate clearly and professionally. Use descriptive adjectives, adverbs, and proper grammar. Avoid the slang or chat talk (e.g. gimme the 411 on Microsoft's new product line, sup sup playah, and howyadoin'? or laterz, peace out, etc). Use proper grammar and sentences.
- Communicating in a civilized manner that reflects contemporary expectations of business etiquette. Always respect with courtesy and respect, even when things are tough or your client-customer is complaining. Be sincere, cordial, and maintain clear communication.
- Communicating ethically, even when choices aren't crystal clear. Whether you're making a report to a superior or customer, etc or answering difficult questions as you try to solve a problem, communicate with sincerity and show problem-solving desire. Don't bullshit the customer or whoever you are communicating with. Say you have a problem and you don't know the answer? Be honest but confident: "Mrs. Jones, I'm sorry you're upset and I don't know why your vibrator isn't working, but I'll call our technical department and ask Mr. Dick Biggs to look into it immediately. I'll get on it right away and give you a technical report within 24 hours. If I can't resolve your problem I'll send you a new vibrator by overnight delivery."
Characteristics of Effective Communication (5)
You may have the greatest idea in the company but your ideas are useless if you can't effectively communicate them to your company or customers. Make your messages: practical, factual, concise, clear about expectations, and persuasive.
You may have the greatest idea in the company but your ideas are useless if you can't effectively communicate them to your company or customers. Make your messages: practical, factual, concise, clear about expectations, and persuasive.
- Provide practical information. Give useful information, current information, and easy to understand information, advice, or instructions.
- Give facts rather than impressions. Use clear, concise language, and be persuasive with the evidence you have. Don't make things up as you go along. Be prepared and have the facts to back up your arguments.
- Clarify and condense information. Highlight only the most important info rather than dumping a 300-page report on the reader. Summarize also and make your point clear before you finish your report.
- State precise responsibilities. Clearly state what you expect from your readers, customers, or boss. Clearly tell them what you can do for them, what the benefits of your recommendation or advice can do for them.
- Persuade others and offer recommendations. Explain and show your readers how they will benefit from your ideas, recommendations. Don't leave them in doubt.
1-2 Ineffective Communication Example BAD COMMUNICATION
To: IM project team
Cc:
Subject: IM strategy
Hey,
The consultant we discussed at last week's status meeting is available to meet next Tuesday. This guy has helped a number of customer service organizations, and he'll be available to give us some advice and figure out what our needs are.
Let's not waste this opportunity to learn more about IM applications in customer service. I'd like everyone to prepare some intelligent questions ahead of time. We'll forward them to Mr. Johnson so that he can think bout them before the meeting. I was rather diappointed last time we brought in an expert like this; I have to beg these people to talk to us, and most of you just sat and stared during the Q&A session.
Details:
Tuesday
10:00 a.m to whenever
Mt. Shasta room
I consider it very important for everyone on the team to be at this meeting, but if you won't attend, at least try to phone in so you can hear what's going on.
Trisha
P.S. This guy is supposedly really sharp, so let's all be on our toes! Peace out.
GOOD, EFFECTIVE COMMUNICATION
Hi Team,
The instant messaging (IM) consultant we discussed at last week's status meeting is available to meet with us next Tuesday at 10:00 a.m. For those of you who missed the meeting, Walter Johnson has helped a number of customer service organizations implement IM programs. He's agreed to spend several hours with us before submitting a project proposal for our new IM system, both to learn about our needs and to answer any questions we have about IM.
This meeting is a great opportunity for us to learn about IM applications in customer service, so let's make sure we get the most out of it. I'd like each of the project leaders to brainstorm with your teams and prepare questions that are relevant to your specific parts of the IM project. Please e-mail these questions to Pete ([email protected]) by the end of the day, Thursday, and he'll forward them to Mr. Johnson before the meeting.
Details
Tuesday, March 12
10:00 a.m. to 2:00 p.m.
Mt. Shasta room
We're ordering in sandwiches; please register your choice on the intranet by Monday at 5:00 p.m.
For those of you can't attend in person, please dial in on the conference line. You'll be able to see the PowerPoint slides via WebEx, as usual. If you have any questions about the meeting, feel free to drop by my office any time on Friday.
Thanks,
Trisha
Trisha Morgan
Group Manager, Retail Systems
Office: 555-555-1234
Mobile: 555-555-1234
Fax: 555-555-4321
Email: [email protected]
Communication in Organizational Settings
Internal Communication and External Communication.
Simple: internal refers to company communcation, memos, email, company voice mail; external communication refers to letters, email, brochures, reading material, email to anyone outside of the company (vendors, customers, general public).
Formal and Informal Channels (of communication).
Formal communication network refers to lowest level employee up to mid-level management to executive or "the Big Boss." Formal info flows in (3) directions: downward, upward, and horizontal. Downward is from the boss to employee, upward from the employee to the boss, and horizontal is info between departments or sections of the company (such as accounting communicating with Human Resources to check on employee benefits or payroll)
Informal communication refers to office talk, email or instant messaging between employees, managers, etc. It's sort of like gossip but not exactly the same thing. It's more like employees informing each other about company happenings, "Did you hear a new shipment of computer parts from Japan came in this morning? The company will announce a sale on the parts soon."
The Communication Process
There are (6) six steps in communicating:
To: IM project team
Cc:
Subject: IM strategy
Hey,
The consultant we discussed at last week's status meeting is available to meet next Tuesday. This guy has helped a number of customer service organizations, and he'll be available to give us some advice and figure out what our needs are.
Let's not waste this opportunity to learn more about IM applications in customer service. I'd like everyone to prepare some intelligent questions ahead of time. We'll forward them to Mr. Johnson so that he can think bout them before the meeting. I was rather diappointed last time we brought in an expert like this; I have to beg these people to talk to us, and most of you just sat and stared during the Q&A session.
Details:
Tuesday
10:00 a.m to whenever
Mt. Shasta room
I consider it very important for everyone on the team to be at this meeting, but if you won't attend, at least try to phone in so you can hear what's going on.
Trisha
P.S. This guy is supposedly really sharp, so let's all be on our toes! Peace out.
GOOD, EFFECTIVE COMMUNICATION
Hi Team,
The instant messaging (IM) consultant we discussed at last week's status meeting is available to meet with us next Tuesday at 10:00 a.m. For those of you who missed the meeting, Walter Johnson has helped a number of customer service organizations implement IM programs. He's agreed to spend several hours with us before submitting a project proposal for our new IM system, both to learn about our needs and to answer any questions we have about IM.
This meeting is a great opportunity for us to learn about IM applications in customer service, so let's make sure we get the most out of it. I'd like each of the project leaders to brainstorm with your teams and prepare questions that are relevant to your specific parts of the IM project. Please e-mail these questions to Pete ([email protected]) by the end of the day, Thursday, and he'll forward them to Mr. Johnson before the meeting.
Details
Tuesday, March 12
10:00 a.m. to 2:00 p.m.
Mt. Shasta room
We're ordering in sandwiches; please register your choice on the intranet by Monday at 5:00 p.m.
For those of you can't attend in person, please dial in on the conference line. You'll be able to see the PowerPoint slides via WebEx, as usual. If you have any questions about the meeting, feel free to drop by my office any time on Friday.
Thanks,
Trisha
Trisha Morgan
Group Manager, Retail Systems
Office: 555-555-1234
Mobile: 555-555-1234
Fax: 555-555-4321
Email: [email protected]
Communication in Organizational Settings
Internal Communication and External Communication.
Simple: internal refers to company communcation, memos, email, company voice mail; external communication refers to letters, email, brochures, reading material, email to anyone outside of the company (vendors, customers, general public).
Formal and Informal Channels (of communication).
Formal communication network refers to lowest level employee up to mid-level management to executive or "the Big Boss." Formal info flows in (3) directions: downward, upward, and horizontal. Downward is from the boss to employee, upward from the employee to the boss, and horizontal is info between departments or sections of the company (such as accounting communicating with Human Resources to check on employee benefits or payroll)
Informal communication refers to office talk, email or instant messaging between employees, managers, etc. It's sort of like gossip but not exactly the same thing. It's more like employees informing each other about company happenings, "Did you hear a new shipment of computer parts from Japan came in this morning? The company will announce a sale on the parts soon."
The Communication Process
There are (6) six steps in communicating:
- Sender has an idea. You think of something you want to say, express, or discuss.
- Sender encodes idea. You decide on how you want to say or write something; choose words. In email you can even add illustrations, charts, graphics, and smiley faces, etc to make yourself understood. This is the encoding part.
- Receiver "receives" the message. Make sure receiver gets the message in writing, email, or clearly understands you in a meeting or discussion. Don't assume he/she got it. Ask and confirm if they did. "Are we on the same page?" or "Do you copy? Do you have any questions?"
- Receiver "decodes" the message. Receiver extracts or breaks down your message in a way he/she can understand it without confusion.
- Receiver "sends" feedback. Receiver responds with a question or asks for more information, explanation, etc. When communication is clear and works, you'll want the receiver to tell you, "I understand. We're on the same page."
This is the simpest model of communication. Real-life communication is more complex and requires careful attention. A lot of ineffective communication produces assumptions and confusion.
UNDERSTANDING WHY BUSINESS COMMUNICATION IS UNIQUE
Business communication is complex and vulnerable to such factors as
UNDERSTANDING WHY BUSINESS COMMUNICATION IS UNIQUE
Business communication is complex and vulnerable to such factors as
- Globalization and diversity
- Growing value of information
- Technology
- Teamwork
- Organizational Structures
- Communication barriers
Globalization and diversity
Globalization refers to companies expanding overseas to market products, partner with foreign business, and employ foreign workers and executives.
Diversity or "workforce diversity" refers to differences between employees (in age, gender, sexual orientation, education, culture, religion, and life experiences). You can have two people who are accountants or computer specialists or managers who do the same job but are different in age, culture, etc. You have to pay attention to diversity because employees may/will have different communication styles. For example, you can't tell an older person, "What's the 411 on that report I asked about?" or it may not work if you say to a foreigner an American expression like, "Let's hurry up with the report and the charts. Why don't you kill two birds with one stone by calling computer support for help?" Perhaps, instructing someone to "multi-task" would be more appropriate and understood clearly without misconceptions.
The Increasing Value of Business Information
Today's businesses operate in an Information Age. Knowledge workers are employees who acquire, process, and communicate information for a company. They can be your IT (Information Technology) specialists or the "computer geeks." They might also be the PR Department (Public Relations) who speak for the company with press releases and in an official capacity.
Valuable business information focuses on (3) three things:
- Competitive insights. This refers to a company's understanding of its competitors strengths and weaknesses. The more you know about your competitors the better you'll be able to develop or adjust your own business plan.
- Customer needs. Study, analyze, and take care of customer needs, complaints, wants, and buying trends. A company that understands the age, income, and buying power of its customers can profit more in the long run.
- Regulations and guidelines. Businesses must understand federal and state guidelines if they are to operate successfully and make profits. Everything from employment, taxes, environmental laws, and business laws must be covered and followed by a business.
The Pervasiveness of Technology
Understanding how technology, the Internet, and computer applications work is important because these are the tools you'll need to succeed in the business world. Knowing how to only type isn't going to cut it in today's business world. While we all don't have to be computer programmers, we should at least learn how to use software and computers and understand the importance of technology.
The Evolution of Organizational Structures
Business organizational structures are changing with the times. Tall structures have many layers of management and this type of organization suffers from ineffective communication when departments, managers, and divisions take longer to pass information down or up. Flatter organizational structures usually make it easier to communicate effectively. In an open-climate corporate structure which is flat it's easier for information to flow and employees can provide input better in company matters.
The Growing Reliance on Teamwork
Working on a team makes you even more responsible for communicating effectively. It's important to understand that you are not communicating with one or two or five people. On a team you are actually communicating with the entire company.
The Barriers of Effective Communication (6)
There are (6) six barriers of effective communication:
Understanding how technology, the Internet, and computer applications work is important because these are the tools you'll need to succeed in the business world. Knowing how to only type isn't going to cut it in today's business world. While we all don't have to be computer programmers, we should at least learn how to use software and computers and understand the importance of technology.
The Evolution of Organizational Structures
Business organizational structures are changing with the times. Tall structures have many layers of management and this type of organization suffers from ineffective communication when departments, managers, and divisions take longer to pass information down or up. Flatter organizational structures usually make it easier to communicate effectively. In an open-climate corporate structure which is flat it's easier for information to flow and employees can provide input better in company matters.
The Growing Reliance on Teamwork
Working on a team makes you even more responsible for communicating effectively. It's important to understand that you are not communicating with one or two or five people. On a team you are actually communicating with the entire company.
The Barriers of Effective Communication (6)
There are (6) six barriers of effective communication:
- Distractions. Business messages can be affected by distractions (poor communication, e-mail problems, bad internet connections, and late message delivery).
- Information overload. Too many confusing e-mails, memos, and stacks of reports make it difficult to organize information.
- Peceptual differences. What you send may not be what the receiver percieves or understands. This is why there is a need for constant feedback and asking questions.
- Language differences. Sometimes words or sentences are misunderstood. Example, when a boss says "I need this done as soon as possible." Is he talking about 10 seconds, 10 minutes or 10 days?
- Restrictive environments. Companies that restrict the flow of information limit competitive potential.
- Deceptive tactics. Presenting opinions as facts, hiding figures and budgets behind charts, and exaggerating problems can be considered deceptive. This manner of communication causes opertional problems, decreases productivity, and results in profit loss.
COMMUNICATING MORE EFFECTIVELY ON THE JOB
Minimize distractions. Use common sense and courtesy. Send fewer messages. Inform receivers of your message priority.
Adopting an Audience-Centered Approach. Understand who you are trying to communicate with in your company or with your customers. Don't try to send art ideas to the accounting department and facts and figures to the art department without focusing on what you're really trying to say. If, for example, you are trying to organize a project for your office's computer or IT department then use technical writing to get your ideas across rather than just descriptive ideas.
Fine-Tuning Your Business Communication Skills. Practice your written and verbal communication skills through company materials, classes, and self-gathered material. Practice writing and refining your skills rather than using a generic, repetitive style of writing.
Giving--and Responding to--Constructive Feedback. Constructive feedback focuses on improvement, not personal criticism. Be open to criticism and don't take things personal. However, it's important to know the difference between constructive and destructive feedback. Destructive feedback doesn't offer suggestions or advice. It's usually personal and offers no solutions. For example, anyone can tell you the following, "You suck. Your report sucks. You write like a jack-ass." This is just mean-spirited. Constructive feedback tells you why you suck, why you're report sucks, and what you can do to stop sounding like a jack-ass. I prefer constructive feedback or criticism.
Being Sensitive to Business Etiquette. Understanding business etiquette can help you avoid needless blunders. Use respect, courtesy, and common sense. Learn about other cultures and find out what may be offensive or rude to them. For example, in Japan, it's proper to remove your shoes before entering a household. In reports, you might want to learn to use an active voice rather than a passive voice when communicating. Other things such as proper greetings and salutations are important to consider and review. Bottomline, learn as much as you can about different cultures, especially the ones you'll be interacting with frequently in business.
USING TECHNOLOGY TO IMPROVE BUSINESS COMMUNICATION
It's important to familiarize and understand technology and its applications to improve business communication.
Minimize distractions. Use common sense and courtesy. Send fewer messages. Inform receivers of your message priority.
Adopting an Audience-Centered Approach. Understand who you are trying to communicate with in your company or with your customers. Don't try to send art ideas to the accounting department and facts and figures to the art department without focusing on what you're really trying to say. If, for example, you are trying to organize a project for your office's computer or IT department then use technical writing to get your ideas across rather than just descriptive ideas.
Fine-Tuning Your Business Communication Skills. Practice your written and verbal communication skills through company materials, classes, and self-gathered material. Practice writing and refining your skills rather than using a generic, repetitive style of writing.
Giving--and Responding to--Constructive Feedback. Constructive feedback focuses on improvement, not personal criticism. Be open to criticism and don't take things personal. However, it's important to know the difference between constructive and destructive feedback. Destructive feedback doesn't offer suggestions or advice. It's usually personal and offers no solutions. For example, anyone can tell you the following, "You suck. Your report sucks. You write like a jack-ass." This is just mean-spirited. Constructive feedback tells you why you suck, why you're report sucks, and what you can do to stop sounding like a jack-ass. I prefer constructive feedback or criticism.
Being Sensitive to Business Etiquette. Understanding business etiquette can help you avoid needless blunders. Use respect, courtesy, and common sense. Learn about other cultures and find out what may be offensive or rude to them. For example, in Japan, it's proper to remove your shoes before entering a household. In reports, you might want to learn to use an active voice rather than a passive voice when communicating. Other things such as proper greetings and salutations are important to consider and review. Bottomline, learn as much as you can about different cultures, especially the ones you'll be interacting with frequently in business.
USING TECHNOLOGY TO IMPROVE BUSINESS COMMUNICATION
It's important to familiarize and understand technology and its applications to improve business communication.
- Voice technologies. Voice recognition software, voice mail, and voice automated programs.
- Virtual agents. Virtual operators for company phone systems (the lady who says PRESS 1 for accounting, PRESS 4 to replay your message, etc..)
- Mobile communication. GPS, cell phone, and text to phone or PC programs.
- Networking advances. P2P computing where many computers share information at the same time. Wireless networking or Wi-Fi allows computers to run on wireless systems or radio signals. SMS or short-messaging-system allows text communication between computers or phones and both.
Keeping Technology in Perspective
Technology is wonderful but don't let it weaken your ability to write a letter or a memo. Using spellchecker to check your writing is good but spellchecker can't write a letter for you. It will always be up to you express yourself clearly and effectively. Technology just helps us speed things up and double-check our work.
Using Technological Tools Productively
Using technological tools productively gives an employee or business a greater advantage in today's marketplace. Understanding how to use your equipment, software, hardware, etc, will increase productivity, spead information quicker, and present a professional image.
Reconnecting with People Frequently
Don't allow e-mails, voice mails, text messaging, and other forms of technology to replace human contact. Use the telephone to communication, confirm messages, and express ideas. An e-mail can be accidentally misunderstood or mistaken in translation. A personal contact or phone call can eliminate such problems.
MAKING ETHICAL COMMUNICATION CHOICES
Avoid purposely misleading your audience. Also avoid plagiarism (stealing someone else's words or ideas or work), selective misquoting (telling half the story), misinterpreting numbers, and distorting visuals (making something look bigger or smaller). An ethical message is accurate and sincere; avoid language that manipulates, discriminates, and exaggerates.
PRACTICE YOUR KNOWLEDGE
DOCUMENT FOR ANALYSIS
Read the following doucment, then (1) analyze whether the document is effective or ineffective communication (be sure to explain why); and (2) revise the document so that it follows guidelines.
It has come to my attention that many of you are lying on your time cards. If you come in late, you should not put 8:00 on your card. If you take a long lunch, you should not put 1:00 on your time card. I will not stand for this type of cheating. I simply have no choice but to institute an employee monitoring system. Beginning next Monday, video cameras will be installed at all entrances to the building, and your entry and exit times will be logged each time you use electronic key cards to enter or leave.
Paragragh 1: is accusatory in tone, ambiguous, and comes across as threatening to its intended audience (in this case, the employees). ,
Anyone who is late for work or late coming back from lunch more than three times will have to answer to me. I don't care if you had to take a nap or if you girls had to shop. This is a place of business, and we do not want to be taken advantage of by slackers who are cheaters to boot.
Paragraph 2: exerts portrays its writer as a control freak, is insensitive and presumptuous and insulting to females (sexist, even). It's a personal opinion and accusatory, again.
It is too bad that a few bad apples always have to spoil things for everyone.
Paragraph 3: is another example of a personal opinion, and the entire document doesn't effectively state clear policy-procedure. The writer offers no clear solutions or positive, constructive information.
REVISED DOC.
Employees are advised to follow company time card procedures, per Time Card Policy 1, Memo #8181. Please use electronic key cards when entering or leaving our corporate offices. Manual time card entries will require management approval. Employees who arrive late for work or from lunch breaks in excess of three occurrences are instructed to inform a manager. Please comply with Time Card Policy 1 in an effort to maintain accurate time card reporting and a productive work environment. Your assistance and cooperation are greatly appreciated. If there are questions or need for further clarification, you may contact Donald Trump at 555.555.1234. Thank you and have nice day.
EXERCISES
1.1 Effective Business Communication: Understanding the Difference Examine a sales letter that you received in the mail or via e-mail. Comment on how well the communication
a. provides practical information
b. gives facts rather than impressions
c. clarifies and condenses information
d. states precise responsibilities
e. persuades others and offers recommendations
1.2 Internal Communication: Planning the Flow For the following tasks, identify the necessary direction of communication (downward, upward, horizontal), suggest an appropriate type of communication (casual conversation, formal interview, meeting, workshop, web conference, instant message, newsletter, memo, bulletin board notice, and so on), and briefly explain your suggestion.
a. As personnel manager, you want to announce details about this year's company picnic. Action: use downward flow to inform employees; use newsletter, memo, email, and bulletin board notice(s) to announce details; set-up a feedback or sign-up document or email reply system to collect feedback and anticipate picnic participation, turn-out.
b. As director of internal communication, you want to convince top management of the need for a company newsletter. Action: use upward flow to directly impact the right managers, executives; use email and memo to submit your written proposal with samples, graphics, and a persuasive argument for your newsletter project.
c. As production manager, you want to make sure that both the sales and finance managers receive your scheduling estimates. Action: use horizontal flow to inter-departments; email and telephone communication are sufficient to follow-up on scheduling estimates. Schedule a conference call or person-to-person meeting if possible, discussing related matters.
d. As marketing manager, you want to help employees understand the company's goals and its attitude toward workers. Action: Use upward, downward, horizontal flows of information; use all available forms of technology, schedule meetings and hold conversations, and produce memos and reports or reading material for employees and management.
1.3 Communication Networks: Formal or Informal? An old college friend calls and informs you that he's heard his company was buying your company out. You've haven't heard anything about a buy-out or your company's financial problems. What's your course of action and briefly explain your choice.
Action: (c) Discuss the phone call confidentially with your immediate supervisor. Keep company information confidential and use corporate chain-of-command to address the issue. It might be a rumor, it might not. Whatever the case maintain an ethical approach, be rational, and confirm what is true or hearsay.
1.4 Ethical Choices In less than a page, explain you think each of the following is or is not ethical.
(a) Keeping quiet about a possible environmental hazard you've just discovered in your company's processing plant. NOT ETHICAL. File a written report, documenting your findings. Be prepared to contact outside state and federal authorities if your company attempts a cover-up. Whistleblower laws protect you from ethical reporting of hazardous conditions at the work site.
(b) Overselling the benefits of instant messaging to your company's management; they never seem to understand the benefits of technology, so you believe that stretching the truth jsut a bit is the only way to convince them to make the right choice. NOT ETHICAL. A lie is a lie. You should try to work on being more persuasive then seeing how far you can stretch the truth. Use facts, figures, and gather support to point out your company's ignorance.
(c) Telling an associate and close friend that she'd better pay more attention to her work responsibilities or management will fire her. ETHICAL. You can be helpful also by offering constructive criticism, tips, and assistance.
(d) Recommending the purchase of unnecessary equipment to use up your allocated funds before the end of the fiscal year so that your budget won't be cut next year. UNETHICAL. It's improper, dishonest, and only solves a temporary problem. Rather, it would be better to work on creative projects where the money could be better used.
1.5 The Changing Workplace: Personal Expression at Work Blogging has become a popular way for employees to communicate with customers and other parties outside the company. In some cases, employee blogs have quite beneficial for both companies and their customers by providing helpful information and "putting a human face" on other formal and imposing corporations. However, in some other cases, employees have been fired for posting information that their employers said was inappropriate. One particular area of concern is criticism of the company or individual managers. Should employees be allowed to criticize their employers in public form such as a blog? In a brief e-mail message, argue for or against company policies that prohibit any critical information in employee blogs.
ACTION: Employees should not criticize their employees in public form if it involves confidential information. Employees, however, should enjoy their right to freedom of speech and may create their own private blog to express their opinions and ideas. As long as their speech is limited to their thoughts and ideas only without compromising company information there should be no conflict. Newspapers use editorials to make comments about government, issues, and controversial topics without revealing confidential or damaging information.
1.6 Internet Cisco is a leading manufacturer of equipment for the Internet and corporate networks and has developed a code of ethics that it expects employees to abide by. Visit the company's website at www.cisco.com and find the Code of Conduct. In a brief paragraph, describe three specific examples of things you could do that would violate these provisions; then list at least three opportunities that Cisco provides its employees to report ethics violations or ask questions regarding ethical dilemmas.
Action: Three things that violate Code of Conduct provisions-(1) releasing private, confidential information to competitors, (2) acquiring sensitive data for personal profit, and (3) corporate espionage or stealing information for personal use and profit. Cisco provides Human Resources and internal channels for discussion and clarification of policy, regarding ethical dilemmas, Cisco provides employee training and support, and finally the company provides a chain-of-command system which employees can use to solve dilemma problems.
1.7 Communication Etiquette Potential customers frequently visit your production facility before making purchase decisions. You and the people who report to you in the sales department have received extensive training in etiquette issues because you deal with high-profile clients so frequently. However, the rest of the workforce has not received such training, and you worry that someone might inadvertently say or do something that would offend one of these potential customers. In a two-paragraph e-mail, explain to the general manager why you think anyone who might come in contact with customers should receive basic etiquette training.
ACTION: Dear General Manager, I believe that it is in our company's best interest to properly train, educate, and develop all employees in communication etiquette. Such training is imperative because it develops our team into a cohesive unit and eliminates even the slightest risk of offending or disappointing our current high-profile clients as well as potential clients.
Basic etiquette training, furthermore, enhances an employee's motivation, knowledge, and value to our team. It simply puts us all on the same page. I'm sure the workforce will respond to etiquette training well and in the long run our customers and employees alike will benefit tremendously from such positive actions.
1.8 Ethical Choices Knowing that you have numerous friends throughout the company, your boss relies on you for feedback concerning employee morale and other issues affecting the staff. She recently approached you and asked you to start reporting any behavior that might violate company policies, from taking office supplies home to making personal long-distance calls. List the issues you'd like to discuss with her before you respond to her request.
ACTION: (1) Ask for a clear plan, such as printed company policies and rules. (2) Confirm with your boss what she is really trying to achieve by having you "report" employee violations. Is she asking you to spy on the employees or to give the employees a clear, concise policy review? (3) Document a plan of action.
1.9 Formal Communication: Self-Introduction Write a memo or prepare an oral presentation introducing yourself. Include such things as your background, interests, achievements, and goals. If you write a memo, keep it under one page, and use Figure 1-3 as a model for format. If you prepare an oral presentation, plan to speak for no more than 2 minutes.
ACTION: Oral presentation model 1.
1.10 Teamwork Your boss has asked your work group to research and report on corporate child-care facilities. Of course, you'll want to know who (besides your boss) will be reading your report. Working with two team members, list four or five other things you'll want to know about the situation and about your audience before starting your research. Briefly explain why each of the items on your list is important.
ACTION: You need to know five (5) things about corporate child care. (1) Is there a demand for child care? Who and how many employees have requested this option? Asking these questions determine a need for it. (2) Cost factors. How much does the company pay for child care and will the employee share the costs? Determining cost factors give a realistic view of such a program; cost effectiveness. (3) Availability. Are there child care providers available in area? Finding approved child care providers is essential to setting up a program. (4) Time frame for starting a child care program? Deadlines and time management will make implementing a child care program run smoothly. (5) Who will oversee or coordinate such as child care program? Designating a coordinator or liaison helps manage the program.
1.11 Communication Process: Analyzing Miscommunication
1.12 Ethical Choices
1.13 Communication Etiquette In group meetings, some of your colleagues have a habit of interrupting and arguing with the speaker, taking credit for ideas that aren't theirs, and criticizing ideas they don't agree with. You're the newest person in the group and not sure if this is accepted behavior in this company, but it concerns you both personally and professionally. Should you adopt their behavior or stick with your own communication style, even though your quiet, respective approach might limit your career potential? In two paragraphs, explain both the pros and cons of both approaches.
ACTION: Stick to your own communication style but defend your positions, arguments, and document all your ideas. Adopting questionable communication etiquette only limits your own abilities and sets you up for failure. For further clarification on communication etiquette, see your immediate supervisor and hope that he/she is reasonable, leads the team with a sense of fairness and accountability, and respects your professionalism.
STOP HERE. NEXT BLOG. PRACTICAL APPLICATIONS WITH MOCK BUSINESS MODELS.
Technology is wonderful but don't let it weaken your ability to write a letter or a memo. Using spellchecker to check your writing is good but spellchecker can't write a letter for you. It will always be up to you express yourself clearly and effectively. Technology just helps us speed things up and double-check our work.
Using Technological Tools Productively
Using technological tools productively gives an employee or business a greater advantage in today's marketplace. Understanding how to use your equipment, software, hardware, etc, will increase productivity, spead information quicker, and present a professional image.
Reconnecting with People Frequently
Don't allow e-mails, voice mails, text messaging, and other forms of technology to replace human contact. Use the telephone to communication, confirm messages, and express ideas. An e-mail can be accidentally misunderstood or mistaken in translation. A personal contact or phone call can eliminate such problems.
MAKING ETHICAL COMMUNICATION CHOICES
Avoid purposely misleading your audience. Also avoid plagiarism (stealing someone else's words or ideas or work), selective misquoting (telling half the story), misinterpreting numbers, and distorting visuals (making something look bigger or smaller). An ethical message is accurate and sincere; avoid language that manipulates, discriminates, and exaggerates.
PRACTICE YOUR KNOWLEDGE
DOCUMENT FOR ANALYSIS
Read the following doucment, then (1) analyze whether the document is effective or ineffective communication (be sure to explain why); and (2) revise the document so that it follows guidelines.
It has come to my attention that many of you are lying on your time cards. If you come in late, you should not put 8:00 on your card. If you take a long lunch, you should not put 1:00 on your time card. I will not stand for this type of cheating. I simply have no choice but to institute an employee monitoring system. Beginning next Monday, video cameras will be installed at all entrances to the building, and your entry and exit times will be logged each time you use electronic key cards to enter or leave.
Paragragh 1: is accusatory in tone, ambiguous, and comes across as threatening to its intended audience (in this case, the employees). ,
Anyone who is late for work or late coming back from lunch more than three times will have to answer to me. I don't care if you had to take a nap or if you girls had to shop. This is a place of business, and we do not want to be taken advantage of by slackers who are cheaters to boot.
Paragraph 2: exerts portrays its writer as a control freak, is insensitive and presumptuous and insulting to females (sexist, even). It's a personal opinion and accusatory, again.
It is too bad that a few bad apples always have to spoil things for everyone.
Paragraph 3: is another example of a personal opinion, and the entire document doesn't effectively state clear policy-procedure. The writer offers no clear solutions or positive, constructive information.
REVISED DOC.
Employees are advised to follow company time card procedures, per Time Card Policy 1, Memo #8181. Please use electronic key cards when entering or leaving our corporate offices. Manual time card entries will require management approval. Employees who arrive late for work or from lunch breaks in excess of three occurrences are instructed to inform a manager. Please comply with Time Card Policy 1 in an effort to maintain accurate time card reporting and a productive work environment. Your assistance and cooperation are greatly appreciated. If there are questions or need for further clarification, you may contact Donald Trump at 555.555.1234. Thank you and have nice day.
EXERCISES
1.1 Effective Business Communication: Understanding the Difference Examine a sales letter that you received in the mail or via e-mail. Comment on how well the communication
a. provides practical information
b. gives facts rather than impressions
c. clarifies and condenses information
d. states precise responsibilities
e. persuades others and offers recommendations
1.2 Internal Communication: Planning the Flow For the following tasks, identify the necessary direction of communication (downward, upward, horizontal), suggest an appropriate type of communication (casual conversation, formal interview, meeting, workshop, web conference, instant message, newsletter, memo, bulletin board notice, and so on), and briefly explain your suggestion.
a. As personnel manager, you want to announce details about this year's company picnic. Action: use downward flow to inform employees; use newsletter, memo, email, and bulletin board notice(s) to announce details; set-up a feedback or sign-up document or email reply system to collect feedback and anticipate picnic participation, turn-out.
b. As director of internal communication, you want to convince top management of the need for a company newsletter. Action: use upward flow to directly impact the right managers, executives; use email and memo to submit your written proposal with samples, graphics, and a persuasive argument for your newsletter project.
c. As production manager, you want to make sure that both the sales and finance managers receive your scheduling estimates. Action: use horizontal flow to inter-departments; email and telephone communication are sufficient to follow-up on scheduling estimates. Schedule a conference call or person-to-person meeting if possible, discussing related matters.
d. As marketing manager, you want to help employees understand the company's goals and its attitude toward workers. Action: Use upward, downward, horizontal flows of information; use all available forms of technology, schedule meetings and hold conversations, and produce memos and reports or reading material for employees and management.
1.3 Communication Networks: Formal or Informal? An old college friend calls and informs you that he's heard his company was buying your company out. You've haven't heard anything about a buy-out or your company's financial problems. What's your course of action and briefly explain your choice.
Action: (c) Discuss the phone call confidentially with your immediate supervisor. Keep company information confidential and use corporate chain-of-command to address the issue. It might be a rumor, it might not. Whatever the case maintain an ethical approach, be rational, and confirm what is true or hearsay.
1.4 Ethical Choices In less than a page, explain you think each of the following is or is not ethical.
(a) Keeping quiet about a possible environmental hazard you've just discovered in your company's processing plant. NOT ETHICAL. File a written report, documenting your findings. Be prepared to contact outside state and federal authorities if your company attempts a cover-up. Whistleblower laws protect you from ethical reporting of hazardous conditions at the work site.
(b) Overselling the benefits of instant messaging to your company's management; they never seem to understand the benefits of technology, so you believe that stretching the truth jsut a bit is the only way to convince them to make the right choice. NOT ETHICAL. A lie is a lie. You should try to work on being more persuasive then seeing how far you can stretch the truth. Use facts, figures, and gather support to point out your company's ignorance.
(c) Telling an associate and close friend that she'd better pay more attention to her work responsibilities or management will fire her. ETHICAL. You can be helpful also by offering constructive criticism, tips, and assistance.
(d) Recommending the purchase of unnecessary equipment to use up your allocated funds before the end of the fiscal year so that your budget won't be cut next year. UNETHICAL. It's improper, dishonest, and only solves a temporary problem. Rather, it would be better to work on creative projects where the money could be better used.
1.5 The Changing Workplace: Personal Expression at Work Blogging has become a popular way for employees to communicate with customers and other parties outside the company. In some cases, employee blogs have quite beneficial for both companies and their customers by providing helpful information and "putting a human face" on other formal and imposing corporations. However, in some other cases, employees have been fired for posting information that their employers said was inappropriate. One particular area of concern is criticism of the company or individual managers. Should employees be allowed to criticize their employers in public form such as a blog? In a brief e-mail message, argue for or against company policies that prohibit any critical information in employee blogs.
ACTION: Employees should not criticize their employees in public form if it involves confidential information. Employees, however, should enjoy their right to freedom of speech and may create their own private blog to express their opinions and ideas. As long as their speech is limited to their thoughts and ideas only without compromising company information there should be no conflict. Newspapers use editorials to make comments about government, issues, and controversial topics without revealing confidential or damaging information.
1.6 Internet Cisco is a leading manufacturer of equipment for the Internet and corporate networks and has developed a code of ethics that it expects employees to abide by. Visit the company's website at www.cisco.com and find the Code of Conduct. In a brief paragraph, describe three specific examples of things you could do that would violate these provisions; then list at least three opportunities that Cisco provides its employees to report ethics violations or ask questions regarding ethical dilemmas.
Action: Three things that violate Code of Conduct provisions-(1) releasing private, confidential information to competitors, (2) acquiring sensitive data for personal profit, and (3) corporate espionage or stealing information for personal use and profit. Cisco provides Human Resources and internal channels for discussion and clarification of policy, regarding ethical dilemmas, Cisco provides employee training and support, and finally the company provides a chain-of-command system which employees can use to solve dilemma problems.
1.7 Communication Etiquette Potential customers frequently visit your production facility before making purchase decisions. You and the people who report to you in the sales department have received extensive training in etiquette issues because you deal with high-profile clients so frequently. However, the rest of the workforce has not received such training, and you worry that someone might inadvertently say or do something that would offend one of these potential customers. In a two-paragraph e-mail, explain to the general manager why you think anyone who might come in contact with customers should receive basic etiquette training.
ACTION: Dear General Manager, I believe that it is in our company's best interest to properly train, educate, and develop all employees in communication etiquette. Such training is imperative because it develops our team into a cohesive unit and eliminates even the slightest risk of offending or disappointing our current high-profile clients as well as potential clients.
Basic etiquette training, furthermore, enhances an employee's motivation, knowledge, and value to our team. It simply puts us all on the same page. I'm sure the workforce will respond to etiquette training well and in the long run our customers and employees alike will benefit tremendously from such positive actions.
1.8 Ethical Choices Knowing that you have numerous friends throughout the company, your boss relies on you for feedback concerning employee morale and other issues affecting the staff. She recently approached you and asked you to start reporting any behavior that might violate company policies, from taking office supplies home to making personal long-distance calls. List the issues you'd like to discuss with her before you respond to her request.
ACTION: (1) Ask for a clear plan, such as printed company policies and rules. (2) Confirm with your boss what she is really trying to achieve by having you "report" employee violations. Is she asking you to spy on the employees or to give the employees a clear, concise policy review? (3) Document a plan of action.
1.9 Formal Communication: Self-Introduction Write a memo or prepare an oral presentation introducing yourself. Include such things as your background, interests, achievements, and goals. If you write a memo, keep it under one page, and use Figure 1-3 as a model for format. If you prepare an oral presentation, plan to speak for no more than 2 minutes.
ACTION: Oral presentation model 1.
1.10 Teamwork Your boss has asked your work group to research and report on corporate child-care facilities. Of course, you'll want to know who (besides your boss) will be reading your report. Working with two team members, list four or five other things you'll want to know about the situation and about your audience before starting your research. Briefly explain why each of the items on your list is important.
ACTION: You need to know five (5) things about corporate child care. (1) Is there a demand for child care? Who and how many employees have requested this option? Asking these questions determine a need for it. (2) Cost factors. How much does the company pay for child care and will the employee share the costs? Determining cost factors give a realistic view of such a program; cost effectiveness. (3) Availability. Are there child care providers available in area? Finding approved child care providers is essential to setting up a program. (4) Time frame for starting a child care program? Deadlines and time management will make implementing a child care program run smoothly. (5) Who will oversee or coordinate such as child care program? Designating a coordinator or liaison helps manage the program.
1.11 Communication Process: Analyzing Miscommunication
1.12 Ethical Choices
1.13 Communication Etiquette In group meetings, some of your colleagues have a habit of interrupting and arguing with the speaker, taking credit for ideas that aren't theirs, and criticizing ideas they don't agree with. You're the newest person in the group and not sure if this is accepted behavior in this company, but it concerns you both personally and professionally. Should you adopt their behavior or stick with your own communication style, even though your quiet, respective approach might limit your career potential? In two paragraphs, explain both the pros and cons of both approaches.
ACTION: Stick to your own communication style but defend your positions, arguments, and document all your ideas. Adopting questionable communication etiquette only limits your own abilities and sets you up for failure. For further clarification on communication etiquette, see your immediate supervisor and hope that he/she is reasonable, leads the team with a sense of fairness and accountability, and respects your professionalism.
STOP HERE. NEXT BLOG. PRACTICAL APPLICATIONS WITH MOCK BUSINESS MODELS.
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