business communications (class 9.1 – march 19, 2013) cse 3316 – professional practices spring...
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Business Communications(Class 9.1 – March 19, 2013)
CSE 3316 – Professional PracticesSpring 2013
Instructor – Bill Carroll, Professor of CSE
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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
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Reading Material (S&E Library reserve)
• Communications moduleProfessional Practices in Computer Science, Vol. 3, Pearson Learning Solutions, 2010, pp. 95-204.
• Entrepreneurship moduleProfessional Practices in Computer Science, Vol. 3, Pearson Learning Solutions, 2010, pp. 1-94.
• Career Planning moduleProfessional Practices in Computer Science, Vol. 2, Pearson Learning Solutions, 2010, pp. 1-87.
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Forms of Communications• Written
– Text– Tweet– Informal email– Formal email– Memorandum– Invitation– Personal note– Letter– Report– Proposal– PowerPoint
• Oral– PowerPoint– Speech– Technical talk– Lecture– Proposal– Sales pitch– Introduction
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 1
Understanding Business
Communication in Today’s Workplace
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 -2
Global Communication
Internal AudiencesInternal Audiences
External AudiencesExternal Audiences
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 3
Communication Benefits
Problem Solving
Decision Making
Productivity
Work Flow
Business Relationships
Promotional Messages
Images and Brands
Audience Response
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 4
Effective Communication
PracticalPractical FactualFactual
ConciseConcise ClearClear PersuasivePersuasive
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 5
What Employers Expect
Organizing ideas and information
Expressing ideas and information
Reading and listening effectively
Communicating with diverse groups
Using communication technology
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 6
What Employers Expect
Writing and speaking effectively
Applying business etiquette
Communicating ethically
Obeying regulations and guidelines
Using time productively
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 7
Communication Process
Sender Has an Idea
Sender Has an Idea
11
Sender Encodes the Idea
Sender Encodes the Idea
22
Sender Produces Message
Sender Produces Message
33
AudienceDecodes Message
AudienceDecodes Message
66
AudienceReceives Message
AudienceReceives Message
55Sender
Transmits MessageSender
Transmits Message
44
Audience Reacts to Message
Audience Reacts to Message
77Audience
Sends FeedbackAudience
Sends Feedback
88
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 8
Communication Skills
Ethical Communication
Audience-Centered Approach
Intercultural Sensitivity
Constructive Feedback
Business Etiquette
Technology Skills
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 9
Ethical Communication
True in Every Sense
Includes Relevant Information
Not Deceptive in Any Way
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 10
Unethical Communication
Unethical PracticesUnethical Practices
PlagiarismPlagiarism SelectiveMisquoting
SelectiveMisquoting
FalsifyingNumbers
FalsifyingNumbers
DistortingVisuals
DistortingVisuals
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 11
Recognizing Ethical Issues
Ethical DilemmaEthical Dilemma
StakeholdersStakeholders
Conflicting LoyaltiesConflicting Loyalties
Difficult TradeoffsDifficult Tradeoffs
Ethical LapseEthical Lapse
Business PressuresBusiness Pressures
Illegal ChoicesIllegal Choices
Unethical ChoicesUnethical Choices
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 12
Making Ethical Choices
Policies and Structures
IndividualEmployees
CorporateManagement Code of Ethics
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 13
Audience-Centered Approach
Focus on the AudienceFocus on the Audience
Care About the AudienceCare About the Audience
Respect the AudienceRespect the Audience
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 14
What Is Culture?
Values Norms
Symbols Beliefs
Attitudes Expectations
Culture Is A Shared SystemCulture Is A Shared System
BehaviorsBehaviors
CommunicationCommunication
Thought PatternsThought Patterns
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 15
Intercultural Sensitivity
Assume Differences
Withhold Judgment
Show Respect
Tolerate Ambiguity
Look Past the Surface
Note Cultural Biases
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 16
Intercultural Sensitivity
Remain Flexible
Seek Common Ground
Deal with Individuals
Learn When to be Direct
Observe and Learn
Review Travel Books
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 17
Cultural Differences
Contextual Issues
NonverbalCommunication
Social Customs
Law and Ethics
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 18
Cultural Context
Decision-Making Practices
Problem-Solving Methods
Negotiating Styles
HighContext
LowContext
HighContext
LowContext
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 19
Legal and Ethical Views
Seek Mutual Ground
Withhold Judgment
Respect Differences
Send Honest Messages
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 20
Social Customs
BehaviorBehaviorFormalRules
InformalRules
Concept ofTime
Concept ofTime
System ofValues
System ofValues
Respect forAuthority
Respect forAuthority
Status and Wealth
Status and WealthMannersManners
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 21
Nonverbal Communication
DecodingVerbal Messages
InterpretingNonverbal Signals
Cultural Context
Communication Process
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 22
Negative Cultural Attitudes
EthnocentrismEthnocentrism
XenophobiaXenophobia
StereotypingStereotyping
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 23
What Is Cultural Pluralism?
Admit DistinctionsAdmit Distinctions
Avoid JudgmentsAvoid Judgments
Avoid AssumptionsAvoid Assumptions
Accepting Multiple Cultures
Accepting Multiple Cultures
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 24
Written Intercultural Skills
Use Plain English
Strive for Clarity
Use Proper Addresses
Cite Numbers Carefully
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 25
Written Intercultural Skills
Strive for Brevity
Use Transitions
Avoid Slang and Idioms
Keep Paragraphs Short
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 26
Multicultural Speaking Skills
• Speak clearly and simply
• Look for feedback
• Rephrase as needed
• Clarify your meaning
• Do not “talk down” to others
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 27
Multicultural Speaking Skills
• Learn important phrases
• Listen with care and respect
• Adapt your conversation style
• Check for comprehension
• Clarify what will happen next
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 28
Feedback in the Workplace
ConstructiveFeedback
ConstructiveFeedback
DestructiveFeedback
DestructiveFeedback
Process FocusedProcess Focused
Outcome FocusedOutcome Focused
Personal AttacksPersonal Attacks
Unclear GuidelinesUnclear Guidelines
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 29
Etiquette in the Workplace
RespectRespect
Courtesy Courtesy
Common SenseCommon Sense
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 30
Communication Technology
Maintain PerspectiveMaintain Perspective
Use Tools WiselyUse Tools Wisely
Connect with PeopleConnect with People
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 11 - 35
Writing and Completing Reports
and Proposals
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 11 - 36
Reports and Proposals
Long MessageFormats
Long MessageFormats
Effective Visual Support
Effective Visual Support
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 11 - 37
Adapting to the Audience
The “You” AttitudeThe “You” Attitude
Message ToneMessage Tone
Cultural AwarenessCultural Awareness
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 11 - 38
Composing Reports and Proposals
Introduction Body Conclusion
Report Context
Subject/Purpose
Main Ideas
Overall Tone
Presentation
Analysis
Interpretation
Support
Main Points
Benefits
Structure
Action Items
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 11 - 39
Drafting Report Content
BalancedBalanced Clear andLogical
Clear andLogical
DocumentedProperly
DocumentedProperly
AccurateAccurate CompleteComplete
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 11 - 40
Report Introduction
Authorization
Scope of Coverage
Sources and Methods
Limitations
Opportunity or Purpose
Background
Terms and Definitions
Report Organization
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 11 - 41
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
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 11 - 42
The Report Body
Procedures or steps in a process
Methods and approaches
Criteria for evaluating options
Conclusions and recommendations
Support for conclusions and recommendations
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 11 - 43
The Report Closing
RecommendationsRecommendations
Action PlansAction Plans
Conclusions Conclusions
SummarySummary
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 11 - 44
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
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Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 11 - 45
Drafting Proposal Content
Introduction Body Conclusion
Key Points
Benefits
Merits and Qualities
Commitment
The Solution
Work Plan
Qualifications
Detailed Costs
Background
Solution
Scope
Organization