Introduction to Business Communication exam revview.docx

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Management (MGT)
Hugh Mac Donald

Introduction to Business Communication: The Curse of Knowledge Module 1 + lec1 Fundamental Skills:  Communication  Manage info  Use numbers  Think and solve problems Personal Management Skills  Be responsible  Be adaptable  Learn continuously  Work Safely Business Communication: The application of written, oral, non-verbal and e-enabled communication in the creation and management of wealth, profit and institutional value.  Successful Business Communication will: inform, request, persuade, and build goodwill  The primary purpose of business messages is building goodwill.  A form letter: is basically a pre-written template made for you but as your professional responsibilities increase the more frequently you will have to use critical thinking What makes a message effective? 5 c’s  Clear, concise, comprehensive, complete, and correct Benefits of being a good writer  Saves time, money, energy and builds goodwill PAIBOC Purpose: “what do I want to happen as a result of this message” Audience: “who is my audience” Information Benefits Objections Context Types of Cognitive Bias Projection Bias Confirmation Bias Fundamental Attribution Errors What is the writing process? – Planning – Gathering information / researching – Composing / writing – Assessing – Getting feedback – Revising – Editing – Proofreading SUCCESS Model Ideas that are: Simple, Unusual, Concrete, Credible, Emotional, Stories Commas and Period are ALWAYS placed inside the quotation marks. Semi-colons and colons are placed outside the quotation marks. The 3 A’s Acknowledgment Apology Authenticity Module 2 Audience Initial audience, primary audience and secondary audience, gatekeeper, watchdog audience Communication exchange: Sender: Encoding, Transmitting message through communication channel Receiver: perceives, in order to receive it. Then it is important to decode the information. The response is Feedback. Then there are things which influence every part of the process called noise. Channel Overload; overload of messages in channel Personality Introvert-extrovert: the source of one’s energy Sensing-intuitive- How someone gathers information Thinking-feeling: How someone makes decision Judging-perceiving: The degree of certainty someone needs Discourse community: A group of people who share assumptions about particular culture and values. i.e. dress, how to behave etc Audience Analysis: Strategy, Organization, Style, Document Design (bullet pts), Photographs and visuals Lec 02 Rhetoric The 3,000 Year Old Art of Persuasive Communication  Oral, written, non-verbal and e-enabled communication which persuades or influences others  Euphemism o Well or Pleasantly Expressed o Less offensive  Dysphemism o Poorly or unpleasantly expressed o More offensive  Kairos Purpose, Audience, Context  Information, Benefits, Objections
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