Assignments Turned In Teamwork: Conflict Resolution Completing Business Messages Persuasive Messages Quiz Topics for Week 4

Effective Workplace Communication

Choose appropriate workplace topics. Assume positive intent. Avoid negative remarks. Learn to listen; listen to learn. Use tact. Give sincere and specific praise. Act professionally in social situations. Promoting Positive Workplace Relations

Conflict is normal in the workplace Positive effects of conflict Negative effects of conflict About Conflict

1. Schedule a private meeting for open two- way discussion. 2. Prepare for the discussion. 3. Identify the specific problem/issue. 4. Discuss the behavior, not the person. 5. Listen to each side. 6. Assume positive intent. 7. Understand the other person’s point of view and paraphrase before responding. Initiating Resolution to Conflict

8. Show a concern for the relationship and look for common ground. (Win- win) 9. Begin problem solving. 10. Reach an agreement on what’s fair. 11. Record the solution. 12. Implement the solution and follow up.

Address problems in a manner which is D irect O bjective P ositive T imely Conflict Resolution: ADOPT

Listen without interrupting. Determine the speaker’s intent. Acknowledge what you are hearing. Paraphrase what was said. Ask for more information if necessary. Agree if the comments are accurate. Disagree respectfully and constructively, even if you feel the comments made are unfair. Responding Professionally in Conflict Resolution

Completing Business Messages

PlanningWritingCompleting Analyze Situation Gather Information Select Medium Get Organized Revise Produce Proofread Distribute Adapt to the Audience Adapt to the Audience Compose the Message Compose the Message Three-Step Writing Process AIMO AC RPPD

Revising the Message ContentContent Style and Tone OrganizationOrganization RPPD

Reviewing for ReadabilitySentenceLengthSentenceLength Lists and Bullets Lists and BulletsParagraphLengthParagraphLength Headings and Subheadings Subheadings

Apply graphic highlighting Letters, such as (a) and (b) within the text Numerals, like 1, 2, and 3, listed vertically Bullets Headings and print options CAPITAL LETTERS underscores boldface italics font sizes Revising for Readability

The policy affected all vendors, suppliers and those involved with consulting. Our primary goals are to increase productivity, reduce costs and the improvement of product quality. We are scheduled to meet in Dallas on January 5, we are meeting in Montreal on the 15 th of March and in Chicago on June 3. Effective Parallelism?

PlanningWritingCompleting Analyze Situation Gather Information Select Medium Get Organized Revise Produce Proofread Distribute Adapt to the Audience Adapt to the Audience Compose the Message Compose the Message Three-Step Writing Process AIMO AC RPPD

In groups of 3... Identify strengths and weaknesses of business message Revise message, using 3 step writing process. Identify a spokesperson to report out to class. Activity: Revising Message

Revising with Technology GrammarCheckerGrammarCheckerThesaurusThesaurusStyleCheckerStyleChecker RevisionToolsRevisionToolsSpellCheckerSpellChecker

PlanningWritingCompleting Analyze Situation Gather Information Select Medium Get Organized Revise Produce Proofread Distribute Adapt to the Audience Adapt to the Audience Compose the Message Compose the Message Three-Step Writing Process AIMO AC RPPD

Producing the Message MultimediaElementsMultimediaElements DesignElementsDesignElements RPPD

Message Design The most important part of your preparation is deciding your purpose. What do you want to accomplish? Do you want to sell a health care program to a prospective client? Do you want to persuade management to increase the budget?

White Space Margins Justification Typefaces Type Styles Message Design

Technology Features ParagraphFormattingParagraphFormatting Numbered or Bulleted Lists Numbered or Bulleted Lists Tables and Text Boxes Tables and Text Boxes Pictures and Objects Pictures Templates and Style Sheets Templates and Style Sheets Page Setup ColumnFormattingColumnFormatting

PlanningWritingCompleting Analyze Situation Gather Information Select Medium Get Organized Revise Produce Proofread Distribute Adapt to the Audience Adapt to the Audience Compose the Message Compose the Message Three-Step Writing Process AIMO AC RPPD

Proofreading the Message Edited CopyFinal Report Grammar and Usage Punctuation Design Errors Missing Material Overall Format Spelling Errors and Typos RPPD

PlanningWritingCompleting Analyze Situation Gather Information Select Medium Get Organized Revise Produce Proofread Distribute Adapt to the Audience Adapt to the Audience Compose the Message Compose the Message Three-Step Writing Process AIMO AC RPPD

Writing Persuasive Messages

Planning the Message Analyze Your situation Analyze Your situation Gather Information Gather Information Select the medium Select the medium Organize Information Organize Information AIMO

Analyze Your Situation The Purpose Changing Attitudes Motivating Decisions Requesting Actions The Audience Demographics Psychographics Expectations

Gather Information LogicalLogical BalancedBalanced EmotionalEmotional

Documenting Sources Direct Quotes Paraphrased Material Common Knowledge Copyright Law Specialized Knowledge Fair Use Doctrine Credit Your Sources Help Your Readers Build Your Credibility Record necessary information when researching: page number or paragraph number for Internet sources.

Self-ContainedQuestionsSelf-ContainedQuestionsUnambiguousQuestionsUnambiguousQuestions No Leading Questions QuestionsEasy-to-AnalyzeQuestionsEasy-to-AnalyzeQuestions ShortQuestionnairesShortQuestionnaires Easy-to Answer Questions QuestionsClearInstructionsClearInstructions Develop Effective Surveys

Conducting Interviews Types of Questions Sequence of Questions Culture and Language Demographics

Select the Right Medium Persuasive Messages Marketing Messages Sales Messages

Organize the Message Direct Approach Indirect Approach Limited Scope Audience Reaction Corporate Culture

Writing the Message Appropriate Language Multicultural Differences Corporate Cultures Your Credibility AC

Completing the Message Evaluate the Content Revise the Message Ask for Advice Critique the Design Proofread the Message Deliver the Message RPPD

Gain attention Build interest Create desire/need, reducing resistance Motivate action AIDA Indirect Pattern for Persuasion

News Item InsideInformation EvocativeImages Product Benefits PersonalAppeals Promise of Savings CommonGround ProductSamples ProblemSolutions Getting Attention AIDA

Building Interest Support Promises Stress Key Points Introduce Benefits AIDA

Increasing Desire Focus on Audience Emphasize Benefits Support Claims AIDA

Anticipate Objections Expect Resistance Uncover Objections Promote Participation

Identify possible obstacles; offer counter arguments. Demonstrate your credibility by being knowledgeable. Show how the receiver or others will benefit. Reducing Resistance

Motivating Action Sense of Urgency Professionalism Positive Impression AIDA

Applying the Strategies Present Key Selling Points Present Key Selling Points Analyze the Audience Analyze Highlight the Benefits Highlight Study the Competition Competition

In groups of Write a persuasive message to Will Florence to persuade him to start a blog, as per the assignment on page 254. Give to another group to critique whether you effectively: –gained attention –built interest –created desire/need, reducing resistance –motivated action Review and discuss the group’s feedback and identify necessary revisions. Writing Activity