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

2. Effective Workplace Communication

3. 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

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

5. 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

6. 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.

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

8. 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

9. Completing Business Messages

10. 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

11. Revising the Message ContentContent Style and Tone OrganizationOrganization RPPD

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

13. 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

14. 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?

15. 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

16. 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

17. Revising with Technology GrammarCheckerGrammarCheckerThesaurusThesaurusStyleCheckerStyleChecker RevisionToolsRevisionToolsSpellCheckerSpellChecker

18. 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

19. Producing the Message MultimediaElementsMultimediaElements DesignElementsDesignElements RPPD

20. 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?

21. White Space Margins Justification Typefaces Type Styles Message Design

22. 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

23. 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

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

25. 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

26. Writing Persuasive Messages

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

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

29. Gather Information LogicalLogical BalancedBalanced EmotionalEmotional

30. 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.

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

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

33. Select the Right Medium Persuasive Messages Marketing Messages Sales Messages

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

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

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

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

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

39. Building Interest Support Promises Stress Key Points Introduce Benefits AIDA

40. Increasing Desire Focus on Audience Emphasize Benefits Support Claims AIDA

41. Anticipate Objections Expect Resistance Uncover Objections Promote Participation

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

43. Motivating Action Sense of Urgency Professionalism Positive Impression AIDA

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

45. In groups of 3.... 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