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BU208 Final Study Notes.docx

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week 1 Bu208 Successful Communication is when we consider results we want; adopt our message to meet the needs of our audience. business Communication : Effective and efficient way to advance their day to day tasks involved in business dealings. Oral Communication : Medium: face to face, telephone Format: space, time Style: Language, eye contact, facial expression body language Tone: friendly and polite. Written Communication: Medium: Email, memos and letters Format: Defined by organization/software Style: Concrete language, short sentences and paragraphs Tone: Polite but neutral Business Communications 3 Purposes - to inform -to Request or persuade - to build goodwill Managerial Positions : Required to write memos and emails; must work productivity in groups. Trades People and technicians: will write incident reports and instructions. Junior Engineers: are required to manage projects and write reports. Poor Writing : - takes more time to read and interpret - requires more time for revision - confuses and irritates the reader - delays action Good writing: - saves time - saves money - saves eergy - Builds Goodwill Effective Messages meet 5 criteria : Clear, Concise, Comprehensive, Complete, Correct PAIBOC What are your Purposes in writing ? Who is your Audience? What Information must you include? What reader Benefits can you include? What Objections can you expect? How will Context influence response? Week 2 Five kinds of Audiences: Initial: the first to receive the message Primary: Decides whether to accept or act on the message Secondary: comments on the message or implements recommedations. Gatekeeper: Has the power to stop the message WatchDog: Has power and may base actions on the message. 6 stages of the Communication Process: Think> Encode> Transmit> Perceive> Decode> Understand - Things to consider after analyzing an audience.. Individuals and Groups. - knowledge of the topic -personality -past behaviour -Demographic factors - Attitudes, values, and beliefs. Discourse Communities: - Social groups - Religion - Political associations - socio-economic class Definition - groups of people who share assumptions about channels, formats, styles, topics to discuss, how to discuss topics, and what constitutes evidence. Behavioural norms in organizations are revealed: Verbally ( myths, stories and heroes) Non Verbally ( allocation of space, money and power) Focus your message on Gatekeepers and Decision makers when it comes to: - make use of multiple channels ( verbal and non verbal ) - Content and choice of details organization , level of language, technical terms and theory . -in person, writing, speaking, electronic, use of time and space, gesturing. Pros: Written : permanent records Cons: time consuming; permanent for all to see Oral : Easier more efficient - jeopardizes meaning and morale. Feature: A part of the product service. Benefit: results from using the Feature Good Reader Benefits are : - Adapted to your audience - Based on Built in advantages - supported dearly and comprehensively - phrased using you-attitude You- Attitude: a way of communicating that demonstrates your ability to see another point of view; to show empathy. you- attitude writing means making conscious choices about: Appearance/ Layout/ Content. Language/ Organization Build Goodwill with organization, content and style/tone. Week 3 Kinds of presentations> informative → Inform or teach the audience. Persuasive or sales → Motivate the audience to act or believe. Goodwill → Entertain and Validate the audience. The 3-P Strategy 1, Plan → use PAIBOC 2. Prepare → Stories examples relevant to your audience. 3. Practice → until you are completely comfortable with the content. 5 Standard Patterns of Organization Chronological - start with the past, move to the present, end looking to the future. problem.cause.solution - explain symptoms of the problem, identify its causes, and suggest a solution. Exclude Alternatives- obious solutions first, show why they wont work. End by discussing a solution that will. Pros/Cons - presenting a balanced view 1-2-3 - good for short informative briefings. Transitions: create flow in your presentation by bridging ideas. Effective Presentation Visuals: - Use a sans- serif font - use a Large point type - use clear illustrations - make one main point per visual - give each slide a title ( headers) - keep text limited, concise. White space → - use headings and subheadings. - use a mix of paragraph lengths - use lists - use tabs or indent tools to vertically align text - use #’d lists when number of sequenece is exact - use bulleted lists when orde is not important. Paralleslim: creates coherence and flow of ideas. Week 4 Culture is a learned set of assumptions; shapes our perception of the world: - Norms - attitudes - Behaviours High- Context - most info is inferred from the context of a message. Low- Context - context is less important; most info is explicitly spelled out. Low Context Cultures - messages very literal; meaning in the message more than in context. North America, Europe (west) High Context Cultures - messages not literal; meaning in the context more than in message. most of Asia, South America, Europe (south) Non-Verbal Communication ( culturally learned) - Body Language - Eye Contact - Spatial arrangments - Clothing, colour, age, height. * Women hold 14.4% of corperate offiicer poositions * 35% higher return on equity and a 34% greater return to shareholders. - older people are viewed ( inacurately) as: - Less productive - More Ridged and dogmatic - Less creative - Less adaptable - less logical - more honest, dependable, trustworthy. Age stereotypes affect: Hiring, promotion and skills development. Week 5 Principle of good design: Form follows function. Letters are sent to people outside the company. Memos are sent to people within the company. Mixed Punctuation: a colon follows the salutation, and a comma follows the close. Open Punctuation: no punctuation following the salutation and the close. Standard memo- no salutation, close, or signature. no paragraph identation use headings as reuired Netiquette - keep it concise Never send angry msgs. Send cards ( for condolences or congratulations) Typical Business worker: Send and receives 110 emails per day. equal to 13 hours of emailing a week. Week 6 “ Good News” Primary: - to give information, good news, or to reassure them. - to have the reader understand or view info positvely. - to deemphasize any negative elements. - to reduce or eliminate further correspondence. Secondary: - to build a good image of the writer and their organization, - to build a good relationship between writer and reader. Summaries: - Who was present - What was discussed - What was decided - Who does what next. 9% customers who were displeased but did not complain said they would buy from the company again. 82% of customers who were displeased complained, were helped and quickly attended to said they would buy from the company again. When organizing informative and positive messages >Main Point< > Details< >Negatives< >Reader Benefits< >Goodwill Ending< Bad News messages: costs the reader comfort, time, money, esteem or resources. “Bad News” Primary: - to give the reader bad news - to have the reader read, understand and accept the message. - to maintan as much goodwill as possible. Secondary: - to ensure reader that they have to be taken seriously - to assure that your decision is fair and reasonable - they would make the same decision if they were in your shoes. When organizing bad news - alternative or compromise - goodwill closing - Buffer - reason or explanation - negative message Buffer: a neutral or positive statement that allows you to delay the negative. When to use: - the reader values harmony - it can serve another purpose When not to use: - reader might ignore because of bland first paragraph. - if reader won't take no for an answer. Week 8 Persuasive Message-All successful
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