Business Communication Skills for Managers Module 11: Communicating Different Messages

Informative Business Messages

What is an Informative Message? Definition: the sharing of meaningful information between people in an unbiased and professional matter Short or long, formal or casual, internal or external, direct or indirect Promotes understanding, encourages action, stimulates thinking, or promotes ideas In form of IMs, chats, emails, presentations, memos, blogs, podcasts, press releases, reports Guidelines: get to main point quickly, use greeting to identify audience, be clear and concise, check message for grammatical errors, include call to action

Short Information Messages Variety of forms: ex. quick communication to a teammate can utilize IM technology and provide vehicle for quick response More conversational in structure and resemble chat (or Twitter) more than email

Long Informative Messages Context of message is key to success Delivery Methods Emails are “default” delivery method Blog can be used to inform about, promote, and build a brand Presentations communicate large amounts of detailed information or graphics to convey complex ideas Podcasts give businesses opportunity to engage in more casual conversation

Team-Focused Messages

What is a Team-Focused Message? Benefits: Increase in creativity due to sharing of ideas & experiences Increase in productivity from collaborative and empowered teams Teams promote wider sense of ownership Teams encourage healthy risk-taking Teams contribute to employee satisfaction The key is how organizations can create the proper environment to foster team creation, collaboration, and growth

Short Team-Focused Message Anything from status updates and meeting requests to appreciation or meet-up after work In form of email, especially for quick file attachment sharing Great vehicle to keep members informed, projects moving, and achieve strong results

Long Team-Focused Message Report, blog, podcast, or document could handle amount of information, but each have drawbacks Best way to send and manage could be to take advantage of collaboration software programs (Stride, Slack, Workplace)

Professional Criticism

Types of Criticism Definition: “the act of expressing disapproval and of noting the problems or faults of a person or thing” Negative thoughts can be applied to actions of colleagues, customers, or vendors Direct vs. indirect, constructive style, or passive vs. active voice Goal is to improve behavior of behavioral results of a person while avoiding personal attacks and blaming

Criticism of Other Businesses Guidelines: Be professional Use direct writing structure Be clear and concise Be fair and even Full text and analysis available here: https://courses.lumenlearning.com/wm-businesscommunicationmgrs/chapter/criticism-of-other-businesses/

Criticism of Customers Indirect strategy would be best Start with complementary language about how valued relationship is Next, full explanation of facts of matter and any context should be given Finally, criticism or critiques should be followed by warm closing

Criticism of Employees What effective criticism should be: Positively intended and appropriately motivated Specific: exactly what behavior is to be considered Objective: so recipient is willing to do something Constructive: conscious avoiding personal attacks Criticism must have aim of constructing, scaffolding, or improving situation Can fight ideas that keep people down with ideas that unlock new opportunities

Criticism of Collegues Guidelines: Direct comments at behavior, not person Keep tone neutral and objective Try to include positive behaviors as well as behavior to be improved Suggest positive steps in resolving issue

Responding to Criticism

How Do You Respond to Criticism Positive Responses: Gratitude, questions, restatements, solutions, happy, initiate, gratitude Time: Listen and ask for time to think it over Transparency: Open up, don’t push away, drop it and move on, ask for affirmation Negative Responses: “It’s your fault”, making it personal, standing aloof, minimizing, arguing, feeling attacked, finger pointing, excuse making, denial, “I’ll never be good enough” Delays growth Destroys progress Loses respect

Remaining Professional When You’re Frustrated “Professional”: Possessing knowledge and expertise, being in a positive mood, meeting obligations on time, respecting those you interact with, having proper language, etc. Techniques to help deal with emotional reactions to negative situations at work Acceptance: step back and acknowledge emotions Displacement: change of scenery Articulation: talk out emotions with source of issue Improvement: understand source so it can be solved going forward

Short Responses to Criticism 7 tips for dealing with criticism on social media Get listening Should you respond? Don’t let negative comments linger Always acknowledge, never deny How to apologize Take conversation offline The bottom line

Long Responses to Criticism Keep emotions under control and be professional and grateful no matter how you feel about criticism Guidelines for those on receiving end of criticism: Solicit all of the facts, don’t be afraid to ask for details Acknowledge what is stated and paraphrase Agree if criticism is true, apologize if necessary Disagree if criticism is not accurate; be respectful Think about finding compromise position to alleviate concerns

Quick Review Informative message is simply sharing of meaningful information between people in unbiased and professional manner Guidelines: get to main idea quickly, use greeting, be clear and concise, check messages for grammar errors, include call to action Short, informative messages use IM and Twitter, longer messages use email, blog presentation, podcasts Team-focused communication is important Critical messages make up large segment of business communication (active vs. passive voice) Reponses to criticism: stay professional