ho murphy michael-pp-slides 9-30-14

7/25/2019 HO Murphy Michael-PP-Slides 9-30-14

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Skills for EffectiveBusiness Communication:

Efficiency, Collaboration, and Success

Michael Murphy

Shorenstein Center for Communication

Kennedy School of GovernmentHarvard University

September 30, 2014

Murphy

Skills for Effective Business Communication

HKS at Harvard University 30SEP14


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Define the term business communication;

Identify the elements of communication from asocio-linguistic perspective;

Assess individual strengths and weaknesses in termsof communication skills.

I: Introduction

CommunicativeCompetence and Self-

Assessment

Structure approaches to reading a text;

Identify tips to increase speed as a reader;

Apply the strategies to a text.

II: Strategies for EfficientReading

Note the importance of giving and receivingfeedback;

Identify the 7Cs of Effective Business Writing; Structure emails from subject heading to sign off;

Note the limits of technology for writers and thedangers of excessive use of business jargon.

III. Strategies forImproving Writing

Note the importance of non-verbal communication;

Identify strategies for effective communication in

virtual meetings;

Examine current trends and predict future changesin business communication.

IV: On The Phone:

Non-Verbal Skills andCollaborative

Relationships in the VirtualOffice

Acknowledge the relationships between language,efficiency, collaboration, and success!

V. Conclusion

Murphy Skills for Effective Business Communication HKS at Harvard University 30SEP14 2


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Communication is the key to success in business.

Business communication is the ability to build solid

relationships based on the effective and efficient

exchange of information between:

Employeeswithin thebusiness

Vendors anddistributors

Customersand clients

Otherbusinesses

In other words, its all about building trust.MurphySkills for Effective Business Communication



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Four SociolinguistCompetencies of

EffectiveCommunication

GrammaticalCompetence

Lexical, syntactic,semantic,

morphological,

and phonologicalknowledge.

DiscourseCompetence

The combination oflinguistic expressionsand the appropriate

way of connectingthese expressions.

SociolinguisticCompetence

Communication in asocial and cultural

context with awarenessof theme, roles,

participants, situationand norms ofinteraction.

StrategicCompetence

The ability tosolve

communicationproblems andcompensate for

deficiencies byverbal and non-verbal means.

Murphy

Skills for Effective Business CommunicationHKS at Harvard University 30SEP14

Adapted from Canale & Swain (1988) 4


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On The Relationships Between Face-to-Face and Virtual

Communication and Verbal and Non-verbal

Communication:

Murphy



Cumminss (1981b) model of language acquisition (as cited in Madyarov) with four quadrants.


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The Interdependent Nature of Communication with

Regard to Input and Output:

Clarity;

Succinctness;

Professionalism;

Structural, syntactic,

and lexical

perfection; Information.

Writer

Clarity;

Brevity;

Succinctness;

Accurate

pronunciation, tone,and style.

Speaker

Active;

Engaged;

Aware;

Involved;

Responsive.Reader

Active;

Engaged;

Aware;

Involved;

Responsive.Listener

Output (Has) Input (Is)

C

O

M

MU

N

I

C

A

TI

O

N

Murphy

Skills for Effective Business CommunicationHKS at Harvard University 30SEP14 6


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Strategies for Efficient Reading (Part 1 of 3):

Read the title/subject line: Determine what thetext is about;

Read the first two paragraphs and the firstsentence of each subsequent paragraph;

Read the concluding paragraph.

Preview:

If its short enough, look for keys words; Use text features such as boldor italics.

Skim:

Train your eyes to read in groups of four tofive words rather than one-by-one.Cluster:

Murphy

Skills for Effective Business CommunicationHKS at Harvard University 30SEP14

Cosby, B. (1982). How to read faster. Power of the Printed Word. International Paper Company.

Retrieved from http://simson.net/ref/1983/international-paper2.pdf 9


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Strategies for Efficient Reading (Part 2 of 3):

Conduct a STAP Analysis:

The subject is usually one word.Identify the Subject:

What is the authors attitude/opinionabout the subject?Identify the Thesis:

Evaluate the tone, vocabulary, and syntaxto determine the audience.Identify the Audience:

Determine whether the author iscomplaining, informing, evaluating,explaining, etc.

Identify the Purpose:

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The 7 Csof Effective Business Writing

(Part 1 of 6):

The 7 CsofEffectiveBusinessWriting

Completeness:Check for the 5

Ws Clarity:

Apply the

K-I-S-SPrinciple

Courtesy:

Be thoughtfuland positive

Consideration:

Focus on youinstead of I

Correctness:Include onlyaccurate facts

Conciseness:

Omitunnecessary

words

Concreteness:Use specificwords and

avoid abstractterms

MurphySkills for Effective Business Communication


Ohio University. College of Business. Business writing skills. Communication Standards. Retrieved from

http://aspnet.cob.ohio.edu/communicationstandards/s1%20business%20writing%20skills.doc


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Phone Etiquette:

(say):

Let me ask a question

Let me suggest

Let me clarify.

Let me summarize.

Murphy


HKS at Harvard University 30SEP14 10

(do): Then, ask the question

Then, make the suggestion.

Then, make the clarification

Then, summarize the

discussion.

Use Signaling Phrases


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Summary

Get feedback from colleagues and clients on your communication skills.

Give feedback to your colleagues and clients.

Recognize the limits of technology.

Be positive.

Remember that efficiency is a skill to be mastered.

Remember that collaboration is key to building strong relationships.

Remember that the success of the individual and the organization depends

on effective communication!

Thank you!

Murphy


ho murphy michael-pp-slides 9-30-14

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