1. Professional Communication Tasks Interview exchange of information planned prearranged structured controlled by an interviewer predetermined purpose status difference

2. types of interview single interview series interview panel interview (many to one) team interview (many to many) data collection interview persuasive interview performance interview disciplinary interview counselling interview

3. problems with interviews inconsequential rambling superficial inopportune privacy status personality

4. planning an interview determine the purpose, purposes of the interview learn as much as possible about the interviewee and the subject in advance. identify the type of response being sought by the interviewee determine the style and amount of structure to employ develop questions, discussion topics select an appropriate setting (and communicate this information to the interviewee

5. an interview plan Interview Plan Author: Name of interviewer Subject: Name of interviewee Date: Topic: A specific (not generic) description PURPOSE: Major purpose described other purposes described

6. an interview plan (2) METHOD: Generally describe the method you will use to ensure a purposeful outcome QUESTIONS / QUESTION FOCUS: list of question OR list of topics to be covered PROPOSED TIME/ DATE/ VENUE:

7. Structuring interviews stating the purpose asking questions answering questions unstructured interviews summarising

8. an interview report Interview Report Author: Name of interviewer Subject: Name of interviewee Date: Start Time: Finish Time: Venue: Topic: A specific (not generic) description PURPOSE: (see interview plan) Major purpose described other purposes described

9. an interview plan (2) MAIN POINTS OF THE INTERVIEW summary of each question and the interviewees response OR summary of each topic covered and the interviewees response COMMENT any further relevant comment/ recommendation (particularly any matters which may have affected the success or otherwise of the interview)

10. Written Communication Introduction

11. Changing modes of communication Traditional business communication media memo, phone call, informal oral/written, formal oral/written - internal, other companies, individuals (customers), government The effect on business communication of the increasing use of electronic communication media e-mail, fax, internet - instantaneous

12. Conventions Standard business communication relies on conventions such as: -formats -sequence of material -style of writing (precision, formality) Breaking convention can (depending on the task): -be dangerous, detract from message -grab attention, attract to message

13. Conventions and electronic media Conventions of printed media apply within limits The conventional paradigm of written media (the way it is viewed) has been transferred to electronic media – affects the way people use electronic forms The conventions are changing

14. e-mail is an e-mail message: -a letter -a memo -a post-it note, a sticky label -a “phone conversation” what difference does it make?

15. e-mail differences e-mail conversations have different time scales level of formality tends to be lower ephemeral (non-physical) nature length of message constrained by screen size security/ privacy unsure restricted availability

16. world wide web Scanning the web -entertainment -serious source of information Business on the web -e-commerce -advertising -speed, “web-years” -savings -enhanced services -broader business opportunities

17. bottom line basics of communication still apply opportunities now exist to change conventions another media to channel communication effectively

18. Written Communication Objective: design (plan), construct (build), implement (though appropriate media) written communication that facilitates understanding and results in action taken Written communication is the end product of careful research, planning, writing and editing Effective writing is clear, coherent, concise and accurate

19. plan and build research know your purpose, audience and topic planning effort, resources Write put thought into word Edit arrange to communicate

20. Effective Writing Clarity - simplicity - familiarity - visibility Accuracy - specificity - precision - exactness Conciseness - brevity - succinctness Coherence - shape and structure - consistency - logic

21. Process of Writing identify purpose identify audience Identify information requirements - research Plan structure, sub-structures sort information arrange information in affective sequence

22. Ordering Information direct - starts with main point then provides the detailed evidence analysis and discussion. identifies information chronologically summarises the issue in the beginning indirect - starts with the conclusion, or outcome, then provides the accompanying evidence concludes with the main point. problem-solving - focus the reader on the problem, then provides a detailed discussion of the contributing factors concludes with the solution

23. Strategies traditional written outline - creates a list of the important points/main ideas and their supporting evidence, provides the headings and sub-headings for the final piece of writing tree diagram - orders ideas in logical groups rather than organising the document, suited to complex ideas and information mind map - a visual representation with the main point as the focus with key concepts arising from the main idea

24. Planning Techniques templates – see your word processor tradition – solutions which have worked in the past obligations – necessary elements, structure rehearsal – verbalise the communication

25. Writing techniques “writers block” - break off in the middle - write, write, write (even if its rubbish) write fast and edit well