business communications (class 9.1 – march 19, 2013) cse 3316 – professional practices spring...

Business Communications(Class 9.1 – March 19, 2013)

CSE 3316 – Professional PracticesSpring 2013

Instructor – Bill Carroll, Professor of CSE

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

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.

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

Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 - 1

Understanding Business

Communication in Today’s Workplace

Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 1 -2

Global Communication

Internal AudiencesInternal Audiences

External AudiencesExternal Audiences


Communication Benefits

Problem Solving

Decision Making

Productivity

Work Flow

Business Relationships

Promotional Messages

Images and Brands

Audience Response


Effective Communication

PracticalPractical FactualFactual

ConciseConcise ClearClear PersuasivePersuasive


What Employers Expect

Organizing ideas and information

Expressing ideas and information

Reading and listening effectively

Communicating with diverse groups

Using communication technology


What Employers Expect

Writing and speaking effectively

Applying business etiquette

Communicating ethically

Obeying regulations and guidelines

Using time productively


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


Communication Skills

Ethical Communication

Audience-Centered Approach

Intercultural Sensitivity

Constructive Feedback

Business Etiquette

Technology Skills


Ethical Communication

True in Every Sense

Includes Relevant Information

Not Deceptive in Any Way


Unethical Communication

Unethical PracticesUnethical Practices

PlagiarismPlagiarism SelectiveMisquoting

SelectiveMisquoting

FalsifyingNumbers

FalsifyingNumbers

DistortingVisuals

DistortingVisuals


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


Making Ethical Choices

Policies and Structures

IndividualEmployees

CorporateManagement Code of Ethics


Audience-Centered Approach

Focus on the AudienceFocus on the Audience

Care About the AudienceCare About the Audience

Respect the AudienceRespect the Audience


What Is Culture?

Values Norms

Symbols Beliefs

Attitudes Expectations

Culture Is A Shared SystemCulture Is A Shared System

BehaviorsBehaviors

CommunicationCommunication

Thought PatternsThought Patterns



Assume Differences

Withhold Judgment

Show Respect

Tolerate Ambiguity

Look Past the Surface

Note Cultural Biases



Remain Flexible

Seek Common Ground

Deal with Individuals

Learn When to be Direct

Observe and Learn

Review Travel Books


Cultural Differences

Contextual Issues

NonverbalCommunication

Social Customs

Law and Ethics


Cultural Context

Decision-Making Practices

Problem-Solving Methods

Negotiating Styles

HighContext

LowContext

HighContext

LowContext


Legal and Ethical Views

Seek Mutual Ground

Withhold Judgment

Respect Differences

Send Honest Messages


Social Customs

BehaviorBehaviorFormalRules

InformalRules

Concept ofTime

Concept ofTime

System ofValues

System ofValues

Respect forAuthority

Respect forAuthority

Status and Wealth

Status and WealthMannersManners


Nonverbal Communication

DecodingVerbal Messages

InterpretingNonverbal Signals

Cultural Context

Communication Process


Negative Cultural Attitudes

EthnocentrismEthnocentrism

XenophobiaXenophobia

StereotypingStereotyping


What Is Cultural Pluralism?

Admit DistinctionsAdmit Distinctions

Avoid JudgmentsAvoid Judgments

Avoid AssumptionsAvoid Assumptions

Accepting Multiple Cultures

Accepting Multiple Cultures


Written Intercultural Skills

Use Plain English

Strive for Clarity

Use Proper Addresses

Cite Numbers Carefully


Written Intercultural Skills

Strive for Brevity

Use Transitions

Avoid Slang and Idioms

Keep Paragraphs Short


Multicultural Speaking Skills

• Speak clearly and simply

• Look for feedback

• Rephrase as needed

• Clarify your meaning

• Do not “talk down” to others


Multicultural Speaking Skills

• Learn important phrases

• Listen with care and respect

• Adapt your conversation style

• Check for comprehension

• Clarify what will happen next


Feedback in the Workplace

ConstructiveFeedback

ConstructiveFeedback

DestructiveFeedback

DestructiveFeedback

Process FocusedProcess Focused

Outcome FocusedOutcome Focused

Personal AttacksPersonal Attacks

Unclear GuidelinesUnclear Guidelines


Etiquette in the Workplace

RespectRespect

Courtesy Courtesy

Common SenseCommon Sense


Communication Technology

Maintain PerspectiveMaintain Perspective

Use Tools WiselyUse Tools Wisely

Connect with PeopleConnect with People


Writing and Completing Reports

and Proposals


Reports and Proposals

Long MessageFormats

Long MessageFormats

Effective Visual Support

Effective Visual Support


Adapting to the Audience

The “You” AttitudeThe “You” Attitude

Message ToneMessage Tone

Cultural AwarenessCultural Awareness


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


Drafting Report Content

BalancedBalanced Clear andLogical

Clear andLogical

DocumentedProperly

DocumentedProperly

AccurateAccurate CompleteComplete


Report Introduction

Authorization

Scope of Coverage

Sources and Methods

Limitations

Opportunity or Purpose

Background

Terms and Definitions

Report Organization


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


The Report Body

Procedures or steps in a process

Methods and approaches

Criteria for evaluating options

Conclusions and recommendations

Support for conclusions and recommendations


The Report Closing

RecommendationsRecommendations

Action PlansAction Plans

Conclusions Conclusions

SummarySummary


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


Drafting Proposal Content

Introduction Body Conclusion

Key Points

Benefits

Merits and Qualities

Commitment

The Solution

Work Plan

Qualifications

Detailed Costs

Background

Solution

Scope

Organization

business communications (class 9.1 – march 19, 2013) cse 3316 – professional practices spring...

Documents

effective communication

internal communication

communication processidentify

external communication

pearson education

pearson learning solutions

business communicationsclass

computer science