Question | Answer |
Noise, provide examples | Barriers/distractions
Channel overload, physical/technical, emotional, environmental |
Internal communication | between members of the organization |
External communication | between members of org and general public |
Upward communication | subordinate to superiour |
Downward communication | superior to subordinate |
horizontal/lateral communication | communication within same level |
Business communication | to perform and to persuade |
When writing you should know your receivers.... | purpose |
6 things to know when writing | Your reader
Size of audience
Environmental interferences
Readers level of understanding
Preferences and expectations
Your personal history with reader |
Keypoint: be less... | selfish in communicating, consider what your reader needs to know. |
Your job is to be | a filter, and be able to include information that is needed. |
in terms of content, ensure information is | accurate, ethical, and sufficient |
Select channel of communication that corresponds to... | own needs and receivers needs |
5 things to consider when selecting a channel | type of volume of detail
level of accuracy of channel
speed required and feedback time
richness of medium
secrecy |
Advantages/disadvantages of reports | good for high volume, formality, high detail
bad for instand feedback |
adv/dis of letters | adv: intimacy and formality
dis: slow in general |
adv of memos | good for internal communication, better for record keeping |
adv/dis of emails | good for attachments, instant communication, long distances
bad for formality (sound cold), emotion, sensitive situations |
adv of faxes | good for visuals, and record keeping, written signature |
Adv/ dis of written in general | good for detail, planning, advanced-thinking
bad for emotional content |
adv/dis of oral | good for emotions
bad for no records |
adv/dis of electronics in general | good for speed, distance, and feedback
bad for emotion, and formality |
Email is not a rich channel because there is... | no tone of voice, body language, and facial expressions |
Email works well with... | basic routines
People in different time zones
Control
Referencing previous conversations |
Email doesn't work well with | Emotionally sensitive information
People who can't write emails
Highly sensitive, detailed, secret information
Conflict resolution |
Front loading | emphasis is placed on main ideas through structuring of paragraphs, and emails with main ideas "loaded first" |
Direct approach is good if your audiences reaction is... It is direct because readers don't want to filter through information. | eager, pleased, interested, or neutral
Starts off with main idea, and important points.
Information supported with detail after. |
Use indirect approach when the audiences reaction is... | displeased.
Neutral statement acts as transition to the bad news(body)
Close warmly without mentioning bad news. |
If the audience is unwilling/uninterested. | capture their attention with statement or question,
develop interest in body
request action |
Active voice | Subject is acting
Emphasizes/draws attention to subject
Encourages action
Stresses who needs to make something happen, not what needs to happen |
Passive voice | Subject is acted upon
Draws attention to the object being acted upon
Stresses what needs to happen, not who should do it.
Bad for instructions/warnings
indirect, softens the blow |
Parallel structure | Be consistent, give equal weight to items in list.
same grammatical form |
For a bad news letter use direct approach if... | The reader is already expecting bad news,
if its urgent
to save readers time |
For bad news letter use indirect approach if... | the reader is not prepared for bad news
the reader has emotional investment in news
To soften the blow
To continue good relations with reader
to welcome feedback |
What are the goals of a bad news letter? | Communicate bad news, and gain acceptance.
Maintain as much goodwill as possible
preserve reputation of self and organization |
What is a buffer? | A buffer is a neutral statement used to establish common ground. Serves as a smooth transaction to the bad news. Communicates respect to reader. |
Block style format | Not indented, justified to the edge |
Modified block style | Signature is in centre of page |
White space | Enough to give readers a break, allows emphasis of important points. |
Comma splices | Joining two ideas (independent clauses using only a comma. Can be fixed by including a conjunction or a semi colon.
(FANBOYS)
For, And, Nor, But, Or, Yet, So |
Run-on sentences | Lack of punctuation |
Sentence fragment | Sentence lacking verb, key idea. (action) Dependent and independent clauses |
Persuasion | The ability to make people think or do what you would like tem to think or do. |
Writing plan for a persuasive request GBRM | Gain attention in the opening
Build interest in body
Reduce resistance
Motivate action |