Business Communications (Class 9.1 – March 19, 2013) CSE 3316 – Professional Practices Spring 2013 Instructor – Bill Carroll, Professor of CSE

Where Are We? Contemporary issues (1/15 – 1/31) Professional ethics (2/5 – 3/5) Mid-term exam (3/7) Spring break Communications (3/19 – 3/28) Entrepreneurship (4/2 – 4/11) Career planning (4/16 – 4/23) Student presentations (4/25, 4/30, 5/2) Final exam (5/7) Guest lecturers throughout the semester

Reading Material (S&E Library reserve) Communications module Professional Practices in Computer Science, Vol. 3, Pearson Learning Solutions, 2010, pp Entrepreneurship module Professional Practices in Computer Science, Vol. 3, Pearson Learning Solutions, 2010, pp Career Planning module Professional Practices in Computer Science, Vol. 2, Pearson Learning Solutions, 2010, pp

Forms of Communications Written – Text – Tweet – Informal – Formal – Memorandum – Invitation – Personal note – Letter – Report – Proposal – PowerPoint Oral – PowerPoint – Speech – Technical talk – Lecture – Proposal – Sales pitch – Introduction

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Understanding Business Communication in Today’s Workplace

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter 1 -2 Global Communication Internal Audiences External Audiences

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Communication Benefits Problem Solving Decision Making Productivity Work Flow Business Relationships Promotional Messages Images and Brands Audience Response

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Effective Communication Practical Factual Concise Clear Persuasive

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter What Employers Expect Organizing ideas and information Expressing ideas and information Reading and listening effectively Communicating with diverse groups Using communication technology

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter What Employers Expect Writing and speaking effectively Applying business etiquette Communicating ethically Obeying regulations and guidelines Using time productively

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Communication Process Sender Has an Idea Sender Has an Idea 1 1 Sender Encodes the Idea Sender Encodes the Idea 2 2 Sender Produces Message Sender Produces Message 3 3 Audience Decodes Message Audience Decodes Message 6 6 Audience Receives Message Audience Receives Message 5 5 Sender Transmits Message Sender Transmits Message 4 4 Audience Reacts to Message Audience Reacts to Message 7 7 Audience Sends Feedback Audience Sends Feedback 8 8

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Communication Skills Ethical Communication Audience-Centered Approach Intercultural Sensitivity Constructive Feedback Business Etiquette Technology Skills

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Ethical Communication True in Every Sense True in Every Sense Includes Relevant Information Includes Relevant Information Not Deceptive in Any Way Not Deceptive in Any Way

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Unethical Communication Unethical Practices PlagiarismPlagiarismSelectiveMisquotingSelectiveMisquotingFalsifyingNumbersFalsifyingNumbersDistortingVisualsDistortingVisuals

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Recognizing Ethical Issues Ethical Dilemma StakeholdersStakeholders Conflicting Loyalties Difficult Tradeoffs Ethical Lapse Business Pressures Illegal Choices Unethical Choices

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Making Ethical Choices Policies and Structures Individual Employees Corporate Management Code of Ethics

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Audience-Centered Approach Focus on the Audience Care About the Audience Respect the Audience

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter What Is Culture? ValuesNorms SymbolsBeliefs AttitudesExpectations Culture Is A Shared System Behaviors Communication Thought Patterns

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Intercultural Sensitivity Assume Differences Withhold Judgment Show Respect Tolerate Ambiguity Look Past the Surface Note Cultural Biases

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Intercultural Sensitivity Remain Flexible Seek Common Ground Deal with Individuals Learn When to be Direct Observe and Learn Review Travel Books

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Cultural Differences Contextual Issues Nonverbal Communication Social Customs Law and Ethics

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Cultural Context Decision-Making Practices Problem-Solving Methods Negotiating Styles HighContextLowContextHighContextLowContext

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Legal and Ethical Views Seek Mutual Ground Withhold Judgment Respect Differences Send Honest Messages

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Social Customs Behavior Formal Rules Informal Rules Concept of Time Concept of Time System of Values System of Values Respect for Authority Respect for Authority Status and Wealth Status and Wealth Manners

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Nonverbal Communication Decoding Verbal Messages Interpreting Nonverbal Signals Cultural Context Communication Process

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Negative Cultural Attitudes EthnocentrismEthnocentrism XenophobiaXenophobia StereotypingStereotyping

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter What Is Cultural Pluralism? Admit Distinctions Avoid Judgments Avoid Assumptions Accepting Multiple Cultures Accepting Multiple Cultures

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Written Intercultural Skills Use Plain English Use Plain English Strive for Clarity Strive for Clarity Use Proper Addresses Use Proper Addresses Cite Numbers Carefully Cite Numbers Carefully

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Written Intercultural Skills Strive for Brevity Strive for Brevity Use Transitions Use Transitions Avoid Slang and Idioms Avoid Slang and Idioms Keep Paragraphs Short Keep Paragraphs Short

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Multicultural Speaking Skills Speak clearly and simply Look for feedback Rephrase as needed Clarify your meaning Do not “talk down” to others

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Multicultural Speaking Skills Learn important phrases Listen with care and respect Adapt your conversation style Check for comprehension Clarify what will happen next

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Feedback in the Workplace Constructive Feedback Constructive Feedback Destructive Feedback Destructive Feedback Process Focused Outcome Focused Personal Attacks Unclear Guidelines

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Etiquette in the Workplace RespectRespect CourtesyCourtesy Common Sense

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Communication Technology Maintain Perspective Use Tools Wisely Connect with People

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Writing and Completing Reports and Proposals

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Reports and Proposals Long Message Formats FormatsEffective Visual Support Effective

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Adapting to the Audience The “You” Attitude Message Tone Cultural Awareness

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Composing Reports and Proposals IntroductionBodyConclusion Report Context Subject/Purpose Main Ideas Overall Tone Presentation Analysis Interpretation Support Main Points Benefits Structure Action Items

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Drafting Report Content Balanced Clear and Logical Clear and Logical Documented Properly Documented Properly Accurate Complete

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Report Introduction Authorization Scope of Coverage Sources and Methods Limitations Opportunity or Purpose Background Terms and Definitions Report Organization

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter The Report Body Explanations of problem or opportunity Facts, statistics, and trends Results of studies or investigations Discussion and analysis of potential actions Advantages, disadvantages, costs, and benefits

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter The Report Body Procedures or steps in a process Methods and approaches Criteria for evaluating options Conclusions and recommendations Support for conclusions and recommendations

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter The Report Closing Recommendations Action Plans Conclusions Summary

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Strategies for Successful Proposals Demonstrate your knowledge Provide examples and information Research the competition Prove your proposal is feasible Relate your proposal to the reader Package the proposal attractively

Copyright © 2010 Pearson Education, Inc. publishing as Prentice HallChapter Drafting Proposal Content IntroductionBodyConclusion Key Points Benefits Merits and Qualities Commitment The Solution Work Plan Qualifications Detailed Costs Background Solution Scope Organization