introduction to professional communication · 3. verbal communication • is the act of expressing...
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Introduction to Professional Communication - Student Notes
Accompanies: Introduction to Professional Communication 1
Directions: Fill in the blanks. Defining Professional Communication Segment 1. Professional Communication • Is the visual, written or oral communication in a ____________ context • Is the process of sharing information, ideas or attitudes between a
sender and a receiver • Can be either internal or external business communication Tip: professional is a ____________, conscientious businesslike manner in the workplace. 2. Professional Communication Channels • Include:
− ____________ interaction − telephone conversations − presentations − reports − ____________and memos − electronic media, such as:
• e-mail • video broadcast
3. Internal Business Communication • Is the communication between a business and its ____________
• May include the ____________that occurs between employees 4. External Business Communication • Is the way a business interacts with those outside of the organization • Includes the following fields:
− ____________relations − media relations − ____________ − marketing
Introduction to Professional Communication - Student Notes
Accompanies: Introduction to Professional Communication 2
5. Public Relations • Is the method of establishing and maintaining a ____________between
an organization and the public • Includes ____________work to ensure the company has a strong public
image • Is typically conducted in the media through:
− newspapers − television − magazines
6. Public Relation Practitioners • Plan overall public relations goals for the organization • Produce written materials, such as ____________, press releases and
annual reports • Form ____________with employees, consumers, media, community,
financial markets, government agencies, etc. 7. Public Relation Practitioners • ____________media • Speak for the organization in public • Plan and execute ____________ • Monitor and evaluate public feedback 8. Public Relations • Requires the following skills:
− researching − planning − evaluation − ____________of the latest communication technologies − experience in graphic design and audiovisual communication − ____________written and oral communication skills
9. Media Relations • Is the ____________between the organization and the media • Involves building relationships with journalists in media • Makes it easier for reporters to ____________, understand and clearly
explain important issues
Introduction to Professional Communication - Student Notes
Accompanies: Introduction to Professional Communication 3
10. Advertising • Is an act to bring public notice to a product or service • Acts as a paid communication that attempts to ____________opinion • Is usually done using the following:
− signs − brochures − ____________ − direct mailings
11. Marketing • Is the process of __________, pricing, promoting, selling and distributing
goods or services which help to satisfy a market’s needs and wants • Involves the 4 Ps:
− product − price − ____________ − promotion
A market is a group of customers interested in the selling or purchasing of a product. 12. Professional Communication Skills • Include:
− writing − reading − ____________ − speaking − listening
13. Professional Communication • Is any written or oral message which communicates the
____________and objectives of any specific business message • Includes:
− reports − ____________studies − proposals − memos
Introduction to Professional Communication - Student Notes
Accompanies: Introduction to Professional Communication 4
14. Reports • Can include the following:
− firm’s ____________ − creditworthiness − ____________policies − financial status
15. Reports • Can be divided into five different parts:
− terms of ____________ − procedures − findings − ____________ − recommendations
16. Proposals • Refer to the communication between a seller and ____________ • Are specific information about the needs of the customers and the way
the seller is going to satisfy their needs • Can vary in ____________with specific information or price lists • Are key components in the sales process 17. Case Studies • Are ____________ examinations of a particular subject • Are a study of an entity or part of a company that attempts to determine
what factors led to its success • Are used as ____________tools in business schools and firms 18. Memos • Are short for ____________ • Are short notes to aid the memory process • Are generally sent to ____________ or colleagues • Can be a short, basic form to communicate messages, such as meeting
times and due dates Fun fact: memos do not always have to include a formal salutation of closing remark
Introduction to Professional Communication - Student Notes
Accompanies: Introduction to Professional Communication 5
Listening Process Segment 1. The Listening Process • Includes:
− hearing • the ability to ____________sound
− focusing • keeping attention on the message
− understanding • ____________the meaning of the message
− remembering • retaining information in the memory
2. Deliberative Listening • Refers to when the ____________listens to only the content and not the
feeling of the message • Is used when receiving and evaluating persuasive messages • Is used when making ____________ • Should make the receiver think 3. Evaluative Listening • Can also be called ____________listening • Refers to the process which involves paying close attention to the
speaker’s tones and word choices • Is used when the listener needs to remember something important • Is used in situations such as:
− listening to ____________in class − listening to announcements − getting directions
4. Appreciative Listening • Refers to listening for ____________or recreation • Is one of the most enjoyable types of listening • Can be used in social situations such as:
− concerts − ____________events − poetry readings − plays
Introduction to Professional Communication - Student Notes
Accompanies: Introduction to Professional Communication 6
5. Empathetic Listening • Can also be referred to as ____________listening • Is used to participate in, enhance and understand a relationship • Is meant to develop an ____________and appreciation of the sender’s
meanings and feelings • Can most commonly be used in interactions between two people or in a
small group 6. False Listening • Refers to the receiver pretending to listen but thinking of other
occurrences • Can also be called ____________listening • Is an ____________, negative kind of listening 7. Selective Listening • Refers to when a receiver is physically hearing the message, but
chooses not to ____________the message • Is also the act of listening to only the things the receiver wants to hear • Often occurs when a person’s mind is distracted by instances such as:
− watching ____________ − reading − playing computer or video games
8. Partial Listening • Is when a receiver is listening to the sender with the intention to
understand but becomes ____________ − distractions caused by a stray thought or something said
• Is the most ____________type of listening 9. Full Listening • Happens when the listener pays close attention to what is being said in
order to fully ____________the message • Takes more ____________from the listener • Is an active form of listening
Introduction to Professional Communication - Student Notes
Accompanies: Introduction to Professional Communication 7
10. Deep Listening • Refers to when a listener truly understands a message • Occurs when the mind is quiet and free of distractions • Often leads to feelings of ____________, caring and compassion • Can be used in situations such as listening to:
− favorite music − a ____________family member
11. Listening to a Speech • Requires ____________ahead • Includes paying attention to main points • Involves “listening” to the speaker’s ____________messages 12. Plan Ahead • By asking:
− “What will I ____________from listening to the speaker?” − “What do I need to hear from him or her?”
• By stating listening goals to create motivation to get the most from the speech
− for example: “In today’s lecture, I will learn how to use ____________® PowerPoint® software.”
13. Pay Attention to Main Points • In introductions
− provide the audience with the ____________points • In transitions
− inform the audience a main point is about to be discussed − are used to capture the audience’s attention
• In conclusions − allow the audience to ____________the speech − help listeners refresh their memory of the main points
Introduction to Professional Communication - Student Notes
Accompanies: Introduction to Professional Communication 8
14. “Listen” to Nonverbal Messages • By watching for nonverbal cues to better understand the speech • For example:
− ____________are more likely to slow down and raise their voice when they are trying to make an important point
− a direct eye gaze indicates an important message is about to be ____________
Components of Professional Communication Segment 1. Interviews • Are formal meetings where a person is asked to communicate skills,
experiences and interests • Are often used for the following:
− for ____________into a school or club − for a media ____________ − to fill a job
2. Interviews • Can be conducted in a variety of different ways including:
− ____________ − internet − ____________ − group
3. Verbal Communication • Is the act of expressing thoughts through ____________words • Includes the following key components:
− sound − words − ____________ − language
Introduction to Professional Communication - Student Notes
Accompanies: Introduction to Professional Communication 9
4. Nonverbal Communication • Refers to ____________, gestures and facial expressions which are
intentional or unintentional • Is important in a workplace or interview, so remember:
− do not ____________ − pay attention − be attentive and interested − do not interrupt − smile
5. Group Discussions • Are gatherings of people to exchange information, ideas and
suggestions • Can be informal between a group of friends or formal at a workplace or
school • Can be used for:
− employee ____________ − school discussions − ____________ideas
6. Group Discussion Participation • Provides greater interaction between leaders and participants • Should include the display of respect and the ____________of putting
others down • Includes the following keys to remember:
− be yourself − be positive − be ____________ − avoid talking too much
7. Group Discussion • Is most successful when it includes the following:
− observation − listening − ____________ − practice − participation
Introduction to Professional Communication - Student Notes
Accompanies: Introduction to Professional Communication 10
8. A Group Discussion • Should be set up by:
− choosing ____________topics − using a variety of topics − choosing a variety of group sizes − giving and encouraging ____________
9. Individual Presentations • Are a way to communicate and present ideas and information to an
audience • Can showcase a person’s ____________better than a report • Allow for interaction among all participants • Can be motivational, persuasive or informative • Are often supported by other media, such as:
− computer ____________ − slides − printed handouts
10. Persuasive Presentations • Are used to convince an audience to ____________a proposal
− for example, increase teamwork or make a purchase • Offer a solution to a controversy, dispute or problem • Are successful when there is sufficient evidence and emotion to sway
the audience to the speaker’s ____________ 11. Motivational Presentations • Are a way to get the audience to act or change a behavior or belief
− for example, a ____________ or team morale boosting presentation
• Are a form of persuasive presentations with more of an emotional appeal
• Include, in a business ____________, presentations to maintain a high level of commitment
Introduction to Professional Communication - Student Notes
Accompanies: Introduction to Professional Communication 11
12. Informative Presentations • Are used to give specific ____________about products, procedures,
rules and regulations • Should include supporting facts and material in order to enhance content • Should contain useful information which is unique and draws the
audience’s attention • Are used to describe new ____________and ideas in a business Etiquette & Responsibilities in Professional Communication Segment 1. Making Introductions • Includes the following considerations:
− the more ____________person should be introduced first unless introducing a client or customer
− the person who is being introduced to should extend their hand first
− ____________the name of the person introduced shows respect and can help with remembering the person’s name
2. Handshakes • Are typically the first interaction between two people • Require the following actions:
− stand and come from around desk − make ____________contact − use a ____________grip − smile
Fun Tip: avoid using the too soft (dead fish) or too hard (bone crusher) handshake as these are seen as insecurities. 3. Telephone Etiquette • Refers to the appropriate manners used when:
− ____________a call − receiving a call − leaving a ____________ − using cell phones
Etiquette is generally accepted behavior required in social relations, in a profession or in life
Introduction to Professional Communication - Student Notes
Accompanies: Introduction to Professional Communication 12
4. Phone Call “Dos” • Include:
− ____________first and last name when receiving a phone call − return calls in a timely manner, usually within a 24-hour period − identify company and nature of call when placing a call − speak ____________
5. Phone Call “Don’ts” • Include:
− wait ____________a colleague’s office when on the phone − listen to co-workers’ conversations
− give out ____________information about yourself or co-workers − leave someone on hold for a long time
6. Phone Messages • Are usually utilized when a person is unavailable to answer the phone • Which are successful, include the following considerations:
− always give a ____________phone number − identify who is calling and the organization represented − identify the ____________for the call − avoid long messages − speak clearly
7. Phone Messages • Include outgoing voicemail greetings, which require the following:
− the ____________name and name of the organization − when callers can ____________a return call − the key a caller can press for immediate assistance or the
extension or number of a colleague who can provide assistance 8. Criticism • Refers to ____________, evaluation or judgment • Can also be a critical comment, essay or article • Can be ____________, negative or both
Introduction to Professional Communication - Student Notes
Accompanies: Introduction to Professional Communication 13
9. Offering Criticism • Is most effective when:
− the reason for ____________is fully understood − a person's behavior is criticized rather than the person himself − criticism is focused on ____________which can be changed − criticism is focused on the present and not past actions
10. Receiving Criticism • Involves:
− listening to understand ____________ − recognizing criticism can improve production and relationships − ____________clearly feelings and thoughts concerning the
criticism received − seeking changes to the behavior which prompted the criticism
11. Discrimination in the Workplace • Refers to an employer’s ____________treatment of employees or job
applicants on the basis of specific characteristics • Can include discrimination based on:
− race − ____________ − sex
12. Discrimination in the Workplace • Is prohibited by law concerning the following aspects of employment:
− ____________ and firing − benefits and perks − retirement and disability − leave − ____________ and layoffs
Not-So-Fun Fact: The EEOC reported 93,277 employment discrimination charges in 2009.
Introduction to Professional Communication - Student Notes
Accompanies: Introduction to Professional Communication 14
13. Gender Discrimination • Is ____________treatment of current or potential employees on the
basis of gender • Can apply to male or female employees • Federal law is filed under the Title VII of the Civil Rights Act of 1964 • Laws also include:
− ____________Discrimination Act − Equal Pay Act − Fair Labor Standards Act − sexual harassment laws
14. Age Discrimination • Is when a current or potential employee is ____________against solely
on the basis of age • Is often referred to when an employer does one of the following:
− retires or ____________an employee before the employer’s usual retirement age
− decides not to employ − denies promotions and/or training
15. Race or Ethnicity Discrimination • Occurs when employers show prejudice against current or potential
employees because of their race or color of skin • Can be characterized by:
− racial ____________ − racial or ethnic slurs − racial jokes − ____________language
16. Communication Ethics • Include:
− accepting ____________for consequences of communication − striving to understand and respect other communicators − ____________integrity, accuracy and honesty