BISM2100 Lectures

BISM2100 Lectures - Business Communications BISM 2100...

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Unformatted text preview: Business Communications BISM 2100 Kennesaw State University The ability to communicate ranks first among personal qualities of college graduates sought by employers. National Association of Colleges and Employers. Unclear writing costs U.S. business more than $1 billion Randall S. Hansen, Marketing News Randall Just How Much is a Billion? A billion seconds ago it was 1959 A billion minutes ago Jesus was alive A billion hours ago our ancestors were living in the Stone Age A billion days ago no one walked on the earth on two feet A billion dollars ago was only 8 hours and 20 minutes, at the rate our government is spending it Communicating in Organizations • Internal Internal Formal communication network Formal - Downward communication Downward - Upward communication Upward - Horizontal communication Horizontal Informal communication network Informal • External External The Communication Process Sender (encoder) Receiver (decoder) Message Message Inform Inform Persuade Take action Channel (or Medium) Channel Face-to-Face Face-to-Face Video Conferencing Telephone Calls Voice Mail E-mail What is my Objective? Causes of Miscommunication Inferences The meeting participants were smiling. The meeting participants were smiling; therefore, every The participant was satisfied with the outcome. participant Word-meaning confusion Differing perceptions Information overload and timing Nonverbal messages Noise Listening Intercultural Differences Being aware and sensitive Using appropriate language Interpreting non-verbal communication Valuing differences Writing for the Business World “90% of writing is half mental” Yogi Berra Writing Process Determine purpose Analyze audience Organize thoughts Establish logical order Construct draft Edit and polish – (using 7 C’s) Organizing Your Thoughts Jot list sequential thinkers - linear, logical sequential order order Idea bubble tangential thinkers – creative, burst of tangential ideas. Random, loosely connected order order Establishing a Logical Order Priority Reverse priority Chronological Reverse chronological Comparison Spatial Edit and Polish…the 7 C’s Completeness Conciseness Clearness Courtesy Concreteness Character Correctness 1. Completeness (All the facts) Who What Why How Where When 2. Clearness Familiar words Technical jargon Readability (Fog Index) Familiar Words “Would I say it this way in conversation” Prior to Before Subsequent to After Cognizant Aware Necessitate Require Clearness The prudent avis which matutinally deserts the comfort of its abode will ensure a vermiculate create. Translation: The early bird catches the worm. It is recommended that you should avoid shedding drops of liquid secreted by lachrymal glands merely because some lacteal fluid has been allowed to dissipate itself upon the ground. Translation: Don’t cry over spilled milk. Scintillate, scintillate asteroid minific. Translation: Twinkle, twinkle little star. Technical Jargon (Verbal Shortcuts) interface user-friendly I/O on-line off-line facemail disconnectsoftcopy DASD Readability “We are appreciably cognizant of your esteemed order for ten dozen computer disks.” 3. Concreteness Be as precise as you can Clear mental pictures No disagreeable mental pictures Avoid sexist writing Clear Mental Pictures Specific, concrete language, avoid generalities: a few low nice slow many small high more several soon large very… very stupid very far very pretty Your passbook savings account will earn the highest possible interest. The majority of our stock holders voted for the new plan. You failed to enclose a check with your order; therefore, it is impossible to send you the merchandise. When you schedule a meeting with a businessman, be aware of the importance of his time. Review Illumination is required to be extinguished Illumination on these premises after nightfall. on My thinking has evolved to the significant My point where a concept has emerged. point The majority of our shareholders voted for The the new plan. the An employee will be promoted based on his ability and seniority. 4. Correctness Spelling Punctuation Grammatical - dangling (or misplaced) modifiers - parallel structure - subject/verb agreement The old man’s last wish was that his $60 million fortune be divided equally between Ray Manny and Andrea. 1. Where do the commas go? 2. What is the $$$ split among the survivors? Dangling Modifiers (Misplaced) Smelling of liquor, the policeman arrested the driver. Parallel Structure Dr. Davis attended a meeting in the morning, performing surgery at noon, and enjoyed the ballet in the evening. The purpose of the meeting was to communicate personnel policies, encouragement of participation in service training programs, and introducing several new employees. Subject / Verb Agreement Air Tran Airlines serve only customers in the southeast area. Everybody in the office have a two week vacation. Always Singular Always Plural anyone, anybody, anything both each, either, every, everyone few everybody, everything many neither,nobody,nothing,someone several somebody, something 5. Conciseness Say what you want to say in the fewest possible words Wordy expressions Useless repetition Trite phrases Trite words Use simple verbs to cut down on wordiness: Take into consideration Consider Make an announcement Announce Bring to a conclusion Conclude Remove “that” from your writing Henry says that he is poor. Henry says he is poor. Jack hopes that he will win the race. Jack hopes he will win the race. The homeless will sleep anywhere that they can. The homeless will sleep anywhere they can. Bonnie is positive that she is right. Bonnie is positive she is right. Why Say This: At all times At the present time Due to the fact that First of all In the amount of In the neighborhood of Useless Repetition Absolutely free true facts Past experience exactly identical Audible to the ear rectangular in shape Frown on her face for the month of July Immediately and at once Permanent and lasting Trite Phrases Per your request Another level Enclosed please find Grass roots Think outside the box We wish to say At your earliest At convenience convenience We wish to state Kindly place your Kindly order order We would like to We thank you for your order order 6. Courtesy “It’s good business”…Michael Corleone “You attitude” Positive words Positive Words Please do not hesitate to call me when you Please arrive in town. arrive Positive – Please call me when you arrive in Positive town. town. You neglected to give the size so it is You impossible to fill your order. impossible Positive – Please send us the size you need Positive and we will promptly fill your order. and 7. Character Combines all principles of effective business writing Never try to copy the writing style of someone else…just doesn’t work. Tips for Clearer Writing Keep sentences short (not choppy) Use action verbs, avoid the passive voice Write the way you talk – conversational Choose simple over complex - (KISS) Avoid unnecessary words Proof Reading 99.9% accurate…is it good enough? If 99.9% is acceptable, then… 12 babies will be given to the wrong parents 12 each day each 22,000 checks will be deducted from the 22,000 wrong bank accounts in the next 60 minutes wrong 107 incorrect medical procedures will be 107 performed by the end of today performed 20,000 incorrect drug prescriptions will be 20,000 written in the next 12 months written Now is the time for all good men to come to the the aid of there country. Fewer fatal failures are the result of years of scientific study combined with the experience of years. ...
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This note was uploaded on 01/19/2012 for the course BISM 2100 taught by Professor Rhea during the Fall '08 term at Kennesaw.

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