Pre midterm
Quiz yourself by thinking what should be in
each of the black spaces below before clicking
on it to display the answer.
Help!
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| Noise, provide examples | Barriers/distractions
Channel overload, physical/technical, emotional, environmental
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| Internal communication | between members of the organization
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| External communication | between members of org and general public
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| Upward communication | subordinate to superiour
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| Downward communication | superior to subordinate
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| horizontal/lateral communication | communication within same level
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| Business communication | to perform and to persuade
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| When writing you should know your receivers.... | purpose
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| 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
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| Keypoint: be less... | selfish in communicating, consider what your reader needs to know.
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| Your job is to be | a filter, and be able to include information that is needed.
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| in terms of content, ensure information is | accurate, ethical, and sufficient
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| Select channel of communication that corresponds to... | own needs and receivers needs
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| 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
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| Advantages/disadvantages of reports | good for high volume, formality, high detail
bad for instand feedback
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| adv/dis of letters | adv: intimacy and formality
dis: slow in general
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| adv of memos | good for internal communication, better for record keeping
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| adv/dis of emails | good for attachments, instant communication, long distances
bad for formality (sound cold), emotion, sensitive situations
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| adv of faxes | good for visuals, and record keeping, written signature
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| Adv/ dis of written in general | good for detail, planning, advanced-thinking
bad for emotional content
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| adv/dis of oral | good for emotions
bad for no records
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| adv/dis of electronics in general | good for speed, distance, and feedback
bad for emotion, and formality
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| Email is not a rich channel because there is... | no tone of voice, body language, and facial expressions
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| Email works well with... | basic routines
People in different time zones
Control
Referencing previous conversations
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| Email doesn't work well with | Emotionally sensitive information
People who can't write emails
Highly sensitive, detailed, secret information
Conflict resolution
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| Front loading | emphasis is placed on main ideas through structuring of paragraphs, and emails with main ideas "loaded first"
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| 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.
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| 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.
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| If the audience is unwilling/uninterested. | capture their attention with statement or question,
develop interest in body
request action
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| Active voice | Subject is acting
Emphasizes/draws attention to subject
Encourages action
Stresses who needs to make something happen, not what needs to happen
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| 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
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| Parallel structure | Be consistent, give equal weight to items in list.
same grammatical form
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| For a bad news letter use direct approach if... | The reader is already expecting bad news,
if its urgent
to save readers time
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| 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
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| 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
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| 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.
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| Block style format | Not indented, justified to the edge
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| Modified block style | Signature is in centre of page
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| White space | Enough to give readers a break, allows emphasis of important points.
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| 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
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| Run-on sentences | Lack of punctuation
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| Sentence fragment | Sentence lacking verb, key idea. (action) Dependent and independent clauses
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| Persuasion | The ability to make people think or do what you would like tem to think or do.
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| Writing plan for a persuasive request GBRM | Gain attention in the opening
Build interest in body
Reduce resistance
Motivate action
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