and Other Traditional Tools for Business Communication Chapter 7 © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

Chapter Overview © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 7-2  Tradeoffs of richness, control, and constraints with a communication channel  Writing effective s  Emotion in online communications  Effective texting in the workplace  Digital message overload  Effective phone conversations and videoconferences

Learning Objectives LO7.1 Explain the trade-offs associated with richness, control, and constraints when choosing a communication channel. LO7.2 Apply principles for writing effective s. LO7.3 Explain how to handle emotion effectively in online communications. LO7.4 Describe strategies for effective texting in the workplace. LO7.5 Describe strategies for managing digital message overload. LO7.6 Explain principles for effective phone conversations and videoconferences. © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 7-3

Most Effective Communication Channels for Coordinating Work © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 7-4

Strategically Selecting Channels for Communication  Richness involves two considerations: the level of immediacy and the number of cues available.  Immediacy relates to how quickly someone is able to respond and give feedback. © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 7-5

Strategically Selecting Channels for Communication  Control the degree to which communications can be planned and recorded, thus allowing strategic message development.  Planning implies that the communication can be tightly drafted, edited and revised, rehearsed, and otherwise strategically developed before delivery.  Permanence extent to which the message can be stored, retrieved, and distributed to others. © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 7-6

Strategically Selecting Channels for Communication  Constraints the practical limitations of coordination and resources.  Coordination deals with the effort and timing needed to allow all relevant people to participate in a communication.  Resources include the financial, space, time, and other investments necessary to employ particular channels of communication. © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 7-7

Strategically Selecting Channels for Communication  Synchronous communication occurs in real time  Individuals involved give immediate responses to one another and engage in turn-taking.  Asynchronous communication does not occur in real time  Individuals involved in such communication can pay attention to and respond to communications at a time of their choosing. © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 7-8

Creating Effective s  communication is the primary form of written business communication.  Most analysts expect it to be the primary tool for at least the next five to ten years in most companies © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 7-9

Principles of Effective s © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part Use for the right purposes. Ensure ease of reading. Show respect for time. Protect privacy and confidentiality.

Principles of Effective s © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part Respond promptly. Maintain professionalism and appropriate formality. Manage emotion effectively. Avoid distractions.

Use for the Right Purposes  communication has few constraints (low cost, little coordination) and high control (the writer can think them out carefully, and they provide a permanent record)  It is rarely appropriate for sensitive or emotional communication tasks. It is also inefficient for facilitating discussions © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 7-12

Ensure Ease of Reading 1.Provide a Short, Descriptive Subject Line 2.Keep Your Message Brief Yet Complete 3.Clearly Identify Expected Actions 4.Provide a Descriptive Signature Block 5.Use Attachments Wisely © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 7-13

Less-Effective © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 7-14

More-Effective © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 7-15

Show Respect for Others’ Time  Select Message Recipients Carefully  Provide Timelines and Options  Be Careful about Using the Priority Flag  Let Others Know When You Will Take Longer than Anticipated to Respond or Take Action  Avoid Contributing to Confusing and Repetitive Chains © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 7-16

Appropriate Response Time to s © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 7-17

Maintain Professionalism and Appropriate Formality  Avoid Indications That You View as Casual Communication  Apply the Same Standards of Spelling, Punctuation, and Formatting You Would for Other Written Documents  Use Greetings and Names © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 7-18

Manage Emotion and Maintain Civility  Neutrality effect recipients are more likely to perceive messages with an intended positive emotion as neutral  Negativity effect recipients are more likely to perceive messages that are intended as neutral as negative © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 7-19

Manage Emotion and Maintain Civility  Flames s or other digital communications with “hostile intentions characterized by words of profanity, obscenity, and insults that inflict harm to a person or an organization  Cyber silence nonresponse to s and other communications. © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 7-20

Manage Emotion and Maintain Civility  Cyber incivility violation of respect and consideration in an online environment based on workplace norms Active, passive © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 7-21

Manage Emotion and Maintain Civility  Reinterpretation involves adjusting your initial perceptions by making more objective, more fact-based, and less personal judgments and evaluations  Relaxation involves releasing and overcoming anger and frustration so that you can make a more rational and less emotional response. © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 7-22

Less-Effective Response to an Angry © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 7-23

Manage Emotion and Maintain Civility  Defusing involves avoiding escalation and removing tension to focus on work objectives. © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 7-24

More-Effective Response to Defuse an Angry © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 7-25

Texting in the Workplace  Texting is a relatively new and undeveloped form of communication in the workplace, and attitudes toward it vary significantly  Many professionals consider texting in the workplace as impersonal, uninteresting, rude, intrusive, or inadequate. © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 7-26

Texting in the Workplace  Evaluate the Meta Message of a Text  Use Texts for Simple and Brief Messages, Not for Conversations  Make Sure Your Tone Is Positive, Supportive, and Appropriately Fun  Don’t Ask Questions You Can Get Answers to Yourself  Be Careful about Abbreviated Language, Emoticons, and Acronyms © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 7-27

Texting in the Workplace © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 7-28

Texting in the Workplace  Avoid Sarcasm and Jokes in Most Cases  Avoid Rescheduling Meeting Times or Places  Consider Turning Off Sound Alerts for Incoming Texts/ s  Identify Yourself  Clearly End the Texting Exchange  Avoid Personal Texts during Work Hours © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 7-29

Texting in the Workplace © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 7-30

Manage Your s and Texts to Avoid Distractions  Check digital messages just two to four times each day at designated times.  Turn off message alerts.  Use rich channels such as face-to-face and phone conversations to accomplish a task completely.  Reply immediately only to urgent messages.  Avoid unnecessarily lengthening an chain.  Use automatic messages to help people know when you’re unavailable. © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 7-31

Building Connections with Phone Conversations  Schedule and Plan for Your Phone Calls  Ensure Quality Audio  Open with a Warm Greeting and Use Your Caller’s Name  After Brief Small Chat, Direct the Conversation to the Issues at Hand  Speak with a Pleasant, Enthusiastic Voice © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 7-32

Building Connections with Phone Conversations  Share Conversation Time Equally  Apply the Rules of Active Listening and Avoid Multitasking  Take Notes on Important Points and Summarize Next Steps at the End of the Call  Close with Appreciation  Follow Up on Agreements © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 7-33

Sample Meeting Request and Agenda for a Phone Call © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 7-34

Sample Follow-up Message with Action Items © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 7-35

Participating in and Leading Group Voice and Video Calls  Practice Using the Technology before the Group Call  Use Your Webcam Effectively  Use Interactive Tools Wisely  Start the Call with Purpose and Take Charge  Follow the Guidelines of Effective Virtual Meetings © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 7-36

Chapter Takeaways  Tradeoffs of richness, control, and constraints with a communication channel  Writing effective s  Emotion in online communications  Effective texting in the workplace  Digital message overload  Effective phone conversations and videoconferences © 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 7-37