PPB 3043 BUSINESS COMMUNICATION (GROUP D) INDIVIDUAL ASSIGNMENT (SUMMARY) SEMESTER 2 SESSION (2022/2023) NAMA PENSYARAH : DR AHMAD BIN MAHMOOD NAMA NO. MATRIK SHARVINEE A/P RAVI D20211100228
CHAPTER 1 : DEVELOPING YOUR PROFESSIONAL PRESENCE This chapter is divided into four study questions that will help you develop professional presence. SQ 1 Why is it challenging to communicate well? 1) Communication is a complex process The first consideration in developing your professional presence involves understanding the complexities of the communication process.Earlier communication models, such as the Transmission Model, are linear. They assume that a receiver typically receives the message as the sender intended it to be received, unless some "noise" blocks the transmission.“ The transmission model did a good job of identifying some of the steps or components in the communication process: Selecting a medium to deliver the message Encoding or translating the message Decoding or interpreting message Avoiding barriers or obstacles to effective communication: physical, psychological, semantic, and language During medium selection, the communicator determines the best delivery method for achieving communication effectiveness. When you encode a message, you are translating the meaning of a message into words, images, or actions. In order to decode a message received, you must interpret where meaning is associated. Additional considerations for achieving effective communication include eliminating barriers, such as physical noise. But these models don’t consider the effect of context or the role of feedback in communication.
2) Communication is affected by context The Interaction Model of communication introduces both the idea of feedback and context: the external circumstances and forces that influence communication are introduced with the Interaction Communication Model. Physical context refers to where communication is taking place, such as the physical distance between communicators. Additionally, psychological context refers to the thoughts that are circulating through a communicator’s mind. 3) Communication is more than the transmission of the messages The Transactional Communication Model also explains that people communicate for a variety of reasons, including to form and maintain relationships, to persuade others, to learn, to increase self-esteem, to develop new ideas, and to work collaboratively. We communicate as a means to influence the world and create meaning. Therefore, a more complex model is appropriate that factors in all of the components of the communication models to date. SQ 2 What are the Benefits of being a Good Communicator Being an effective communicator is challenging. Not everyone is good at it. If you take advantage of this course to become a better communicator, you will benefit in several ways. In addition to enhancing your professional presence, you will also develop skills that will give you a competitive edge in the job market, contribute to your company’s success, and contribute to your personal success. SQ 3 What Characteristics will Help you Communicate Effectively? The best business communicators—those who have real presence, are able to connect with other people, and successfully deal with communication challenges share the following characteristics which is they are strategic, professional and adaptable. SQ 4 What Other Important Career Skills Will This Textbook Help You Develop? There are 6 important career skills will this textbook help to develop. Critical thinking: A disciplined approach to analyzing, synthesizing, and evaluating information to guide actions and decisions
Collaboration: The ability to work with others to achieve a common goal Ethical reasoning: Using a set of principles to guide thinking and lead a person to do the right thin Ability to apply knowledge in new situations: The ability to learn a concept and then appropriately apply that knowledge in another setting Ability to use technology effectively: The ability to select and use appropriate technology to accomplish a given task Data literacy: The ability to access, assess, interpret, manipulate, summarize, and communicate data CHAPTER 2: WORKING WITH OTHERS INTERPERSONALS, INTERCULTUREAND TEAM COMMUNICATION SQ 1 What Listening Skills Will Help You Communicate Better With Others? Listening is the most frequently used communication skill for new employees in the workplace. Research shows that people typically listen at only 25% efficiency. Passive listening is hearing what someone says without actively paying attention to ensure understanding. Active listening is a process of focusing attentively on what a speaker says, actively working to understand and interpret the content, and then responding to acknowledge understanding. Four types of active listening skills are: hearing accurately comprehending and interpreting evaluating Responding Listening requires active participation and concentration. Most people are passive listeners and thus often mishear, misinterpret, and misremember. Active listening is a learned skills that requires practice. SQ 2 How Can You Help Others Listen Well When You Speak? There are 6 ways that you can help others listen well when you speak. Focus on your Audience Many speakers fail to connect with the audience’s interests or knowledge about a topic. Before speaking, take time to analyze your audience.
Share the conversation In a conversation, each participant deserves a turn. A good interpersonal communicator shares the conversation with others. When you have finished making your point clearly and concisely, invite your audience to respond or add to the conversation. Use Clear, Concrete, Unambiguous Language Ambiguous language is phrasing that may mean different things to different people. For example, “contact me only in an emergency”. Unambiguous language is phrasing that has only one meaning For examples, “Contact me only if the clients calls to complain” Support your Message With Good Nonverbal Communication Many studies on the role of nonverbal communication have found that a speaker’s body language, facial expressions, gestures, and tone of voice carry more significance than the speaker’s words. Face your audience and maintain eye contact. Keep your face and body language open and energetic, and speak in an enthusiastic tone of voice to help prime your audience to be receptive to your ideas. Use nonverbal signals to reinforce your ideas and help listeners remember longer. 27 Mirroring the body language of your audience may also lead to a more positive response. Avoid Language That Triggers A Negative Response Two additional types of language can trigger a negative response: -Accusatory language, which is language that assigns blame -Trigger words—Certain words or phrases that people dislike may also trigger emotional responses. For example, some people get upset when they hear absolutes, words like always and never, that are likely to be exaggerations: “You never get to work on time.” “You always forget your keys.” “No one ever answers the phone in this office.” These absolute words, often combined with an accusatory “you,” can create obstacles to effective communication. People may also get upset when they hear a phrase like “It’s none of your business” or “That doesn’t concern you.” They feel dismissed. Pay attention to emotional responses and avoid triggers when you recognize them.
Frame Negative Comments Positively You may find that you need to offer constructive criticism to a coworker or an employee. If you phrase that criticism simply as a negative statement, your listener may become defensive or tune out. David C. Novak, Chairman, CEO, and President of Yum Brands—whose chains include KFC, Pizza Hut, Taco Bell, and Long John Silver’s—offers two pieces of advice for giving feedback: start out positively and avoid the word “but.” In an interview with the New York Times, Novak said: “The best way to give feedback is to start out with, “This is what I appreciate about you.” …When you start out by talking to people about what they’re doing well, that makes them very receptive for feedback because at least you’re giving them credit for what they’ve done. Then I say, “And you can be even more effective if you do this.” I think that really works. “But” can be a killer word. “And” really recognizes the appreciation part. If you say “but,” it throws all the appreciation out the window.” Novak, D. (2009, July 11). SQ 3 How Can You Manage Interpersonal Conflict? Conflict can include differences in opinion, disagreements about how to handle issues, complaints about performance or fairness, criticism about the behavior of others, and personality conflicts between people who just do not get along. All high-performing work teams experience disagreements (cognitive conflict) while collaborating. Working through these disagreements can have positive results on the quality of team decisions and the final work product. Some organizations encourage active disagreement and clashes of opinion. However, problems arise if teams allow these cognitive conflicts to become affective conflicts. If the two people cannot reach agreement and leave the meeting in anger, this emotional conflict may damage the working relationship. The cause of conflict is for cognitive conflicts, competing goals, differences of opinion and faulty assumptions. For affective conflicts, will happen relational issues and ego issues.
SQ 4 How Can You Improve Your Communication With People From Different Cultures? Workplaces are increasingly multicultural, and businesses are increasingly global. Learning about other cultures is NOT optional! This section will help you avoid ethnocentrism—an inappropriate believe that your own culture is superior to all others. People who are ethnocentric are often trapped by cultural stereotypes— oversimplified images or generalizations of a group. High Context Versus Low Context Individualism versus collectivism Power Distance Uncertainty avoidance Time orientation SQ 5 How Can You Work Effectively As Part Of A Team? Work with others will often be accomplished in teams. Assemble an effective team Agree on team goals and standards Pay attention to team development and dynamics Understand the role of “Teaming” Develop good leadership practices Plan for effective meetings Produce minutes on discussions Be a good team member CHAPTER 3: MANAGING THE COMMUNICATION PROCESS ANALYZING, COMPOSING, EVALUATING SQ 1 What Are the Benefits of Analyzing? Analyzing the purpose focuses the message. Analyzing the audience helps you meet their needs. Analyzing the content ensures a complete message. Analyzing the medium helps you choose the best delivery option.
SQ 2 What is Involved in Composing? The second stage of the ACE process—composing—involves four key elements: deciding where and when to compose, organizing the message, drafting the content, and designing a professional format and delivery. Composing is not a linear process. Even a simple and well-planned message benefits from at least two drafts. The first draft allows you to get your thoughts on paper. The second draft allows you to refine your thoughts and pay more attention to evaluating the language and grammar. More complex messages may require more drafts to make the message complete, clear, and persuasive. SQ 3 How Does Evaluating Improve Your Communication? Evaluation may occur at different points for written and oral communication. Written communication allows you to evaluate before delivering your message. Most experienced business writers know that a first draft is rarely good enough. Oral communication allows you to evaluate while you are delivering the message based on immediate feedback you receive. This section describes five ways to evaluate your communication: Evaluating content helps you achieve your purpose and outcome. Evaluating for style improves readability and comprehension. Evaluating for tone helps you project a professional image. Evaluating for correctness increases your credibility. Reviewing feedback helps you become a better comunicator. CHAPTER 4: COMMUNICATING ROUTINE MESSAGES AND BUILDING GOODWILL Meeting the many requirements of routine business messages can be challenging. You need to decide how to phrase your main point, how to organize the message, what information to include, and how to evaluate the message to ensure that it will be effective.
Routine business message—a short, non-sensitive, straightforward, day-to-day communication that asks or answers questions, provides information, or confirms agreements Takes the form of emails, memos, letters, text messages, telephone calls, face-toface conversations, and social media Most messages require only that you be clear and polite Some requests will require more explanation and persuasion All routine communication should be reviewed carefully to eliminate careless mistakes that can undermine your professional presence Goodwill message—any message that gives you the opportunity to establish and maintain a positive relationship with your audience. SQ 1 How Do You Compose Messages Containing Questions and Requests? Decide between a direct or an indirect message. Provide reasons for the request. Adopt a “you” perspective and include audience benefits. Conclude with gratitude and a call for action. SQ 2 How Do You Compose Informational Messages? Reply to questions with a direct answer. Respond to customer requests and comments by creating goodwill. Highlight key point in confirmation messages. Organize routine announcement so they are easy to skim. Format instructions so readers can easily follow the steps. Keep text and IM message short and focused. SQ 3 What Kinds of Messages Build Goodwill in Relationships? Thank-you messages Thank-you messages also offer you the opportunity to express and display your professionalism. The form your message takes will depend on the situation. Thankyou messages range from formal letters to informal emails, handwritten notes, telephone calls, and even Facebook posts. Following a job interview, you would choose to write a formal letter and, if time allows, send it by mail. The letter may be typed—or handwritten if your handwriting is legible. In informal situations, an email
is appropriate. However, your audience may perceive a handwritten note to be an even more meaningful expression of gratitude because handwritten notes are so rare in today’s digital age. Congratulatory messages Build goodwill by recognizing someone’s achievements or important events. Sympathy Messages Even if you do not have a close personal relationship with coworkers or business acquaintances, they will appreciate your expressions of sympathy when they have experienced a loss. Although you can take advantage of get-well cards and preprinted sympathy notes to deliver your messages, also include a few lines that show your compassion and understanding. “For-Your-Information” Messages This final category of goodwill messages has no formal name, but you can think of them as for-your-information messages. Benefits of writing “for-your-information” messages : Keep channels of communication open is an important part of networking. Every business relationship benefits from periodic communication to ensure that your audience continues to think about you. Friendly messages such as these solidify relationships because they make both parties feel good. You will get personal satisfaction from writing these messages, and your audience will be pleased to hear from you. CHAPTER 5: COMMUNICATING PERSUASIVE MESSAGES Persuasion is the process of influencing your audience to agree with your point of view, recommendation, or request. SQ 1 How Can the ACE Process Help You Persuade Your Audience? Analyzing helps you plan your message
Analyzing helps you plan your message. In persuasive situations, you will increase your chances of getting a positive response by spending extra time on the ANALYZING phase of the ACE communication process. Because persuasion is a process, it often requires multiple communications, with each message contributing to your persuasive goal. Composing implements the persuasive plan Composing implements the persuasive plan. After you analyze your persuasive plan, the composing stage helps you put the plan into action and draft the message. Evaluating helps you review the draft for effectiveness Evaluating helps you review the draft for effectiveness. Even when you have thoroughly analyzed all the elements that contribute to a message and carefully composed the content, take additional time to evaluate the message before delivering it. SQ 2 What Are The Basic Elements of Persuasion? Building credibility You will be more persuasive if you have credibility—if your audience believes you have expertise and are trustworthy based on your knowledge, character, reputation, and behavior. You may already have credibility with your audience if they know and respect you or, if you are an acknowledged expert. In these cases, you will not need to focus on building credibility in your message. However, if you do not already have credibility, you will need to establish it: Spend time getting to know your audience: Talking with your audience before trying to persuade them helps you understand their concerns and build rapport and trust. It is easier to persuade an audience who likes you than one who does not know you.
Introduce yourself effectively: You can build credibility with your audience by mentioning key credentials, including education, experience, and expertise. You can also mention your relationship with someone the audience respects and believes to be credible. This affinity, or connection with a credible source, will help convince the audience that you are trustworthy. Present your ideas effectively: The quality of your communication also builds credibility. Audiences are more likely to believe you if you present an unbiased point of view, organize your ideas logically, and support ideas with good research and sound reasoning. Note that credibility alone often is not strong enough to change the mind of someone who is deeply interested in an issue. It is also easy to lose your credibility if you do something that is untrustworthy. Constructing a logical argument Logical arguments provide the foundation for most persuasive business messages. Appealing to your audience’s emotions Psychologists and other researchers have identified several techniques for engaging your audience on an emotional level. Appeal to your audience’s emotional and psychological needs : all people even people of different cultures and different generations share a common set of needs. At the basic level are physiological needs of food, clothing, and shelter. Once those needs are met, people will seek to meet increasingly higher levels of need. They are: safety, love and belonging, self-esteem, and self-actualization. You can make use of these appeals in your business communication. Show your own emotional commitment: If you want your audience to commit to an idea, they need to know that you are committed to it also. In other words, you will be more persuasive if you speak—or write—from the heart. Use compelling evidence and powerful language: Evidence is typically the “logic” part of an argument. However, compelling evidence is presented in clear and vivid language that can also touch an audience emotionally and motivate them to act.
SQ 3 What Types Of Business Messages Typically Require Persuasion? Recommendations Claims Sales Requests CHAPTER 6: COMMUNICATING BAD NEWS If you communicate bad news ineffectively, you risk angering people, potentially losing customers, clients, or employees, and facing legal liabilities. SQ 1 How Should You Analyze and Plan a Bad-News Message? Ask questions that help you develop content. Select the best medium to achieve your goal. SQ 2 What Are the Effective Strategies for Composing Bad-News Messages? Decide where to state the bad news. Phrase the bad news clearly. Soften the bad news. Close the message positively. SQ 3 How Should You Evaluate Bad-News Messages? Evaluate the message’s clarity, honesty, and sense of goodwill. Evaluate the business result. SQ 4 What Types of Bad-News Messages Are Common in Business? Denying requests or turning down invitations. Denying customer claims. Rejecting recommendations or proposals. Acknowledging mistakes or problems. Communicating performance problems. Communicating negative change.
CHAPTER 7 : USING SOCIAL MEDIA IN BUSINESS SQ 1 How Can Business Plan, Implement, and Evaluate A Social Media Strategy? Analyzing goals,audience and social media options to develop a social media strategy. Compose effective social media content to implement the strategy. Evaluate the process of your social media efforts. SQ 2 What Are Good Practices For Composing And Publishing Social Media Content? When composing in social media, your goal is to create a valuable and engaging social experience that persuades people to return. Social media content is most effective when it is: Casual and conversational. Social media content is often less formal than a typical business message. In fact, tweets and Facebook posts work best when they are casual and conversational. Before posting content, read it aloud to be sure it does not sound too formal or stilted. Valuable. Focus on topics that are related to your business—and that your audience will find interesting and useful. Avoid blatant self-promotion or content that is designed only to sell your company’s products and services. For example, in response to customer requests, the employment services company Manpower publishes a blog on employment law. Fiskars, a company well known for its scissors and other cutting tools, hosts a popular blog that focuses on scrapbooking and other crafts. Most of the content on the blog is generated by users who share information about tools and techniques for crafting. Original. Audiences appreciate a new point of view, new insights on a topic, or new information they can use. They do not want to read content they already know. Passionate. Before you can motivate your audience to care about your topic, you need to care about it yourself. Consider the “social glue: the one thing you, your business, and your customers have in common,” and generate posts and tweets based on that concept. Show why you are passionate about your topic, and invite others with similar passion to contribute to the conversation.
Interactive. Give your audience something to do or a reason to respond. Ask a question, provide an offer, or encourage readers to share their stories, ideas, and content. SQ 3 How Can Businesses Use Social Media To Accomplish Specific Communication Goals? Social media is more than a marketing tool. Businesses can get additional benefit by using social media to : Build goodwill Persuade, and Control the spread of bad news. SQ 4 How Can You, As An Employee, Use Social Media Responsibly? Some companies have policies forbid sharing work-related information on social media. Other companies advise caution. If you do not follow the company rules, your job is at risk. CHAPTER 8: FINDING AND EVALUATING BUSINESS INFORMATION SQ 1 How Do You Determine What Information You Need? Analyze the research question and topic. Identify audience concerns and needs. Establish the scope of the research. Define research activities. Develop a work plan. SQ 2 How Do You Conduct Research in Print and Online Sources? Gather relevent print and electronic files. Search the web strategically. Use and online index or database to find articles and business data. Use a library or bookseller to find relevent books. Follow leads in good sources. Evaluate your sources for credibility.
SQ 3 How Do You Conduct Primary Research? Conduct survey research to gather information that is easy to compare. Conduct interview research to gather in-depth information. Conduct observational research to understand. SQ 4 How Can You Use Social Media In Your Research? Search for experts. Post questions to your network and beyond. Gather anecdotal evidence- evidence from people’s experiences. SQ 5 How Can You Effectively Organize the Results of Your Research? Build your reference list as you research. Organize documents and notes on your computer and “in the cloud”. Organize your findings by research questions. CHAPTER 9 : PREPARING PERSUASIVE BUSINESS PROPOSALS Proposal is a communication designed to persuade a business decision maker to adopt a plan, approve a project, choose a product or service, or supply funding. SQ 1 How Do You Use ACE to Prepare an Effective Proposal? Analyze : Understand the Purpose, Context, and Content Articulate the Problem, Need, or Opportunity Present a Compelling Recommendation With Supporting Details Identify the outcomes and benefits Establish feasibility and credibility Request action Evaluate: Assess the Effectiveness of the proposal SQ 2 What Types of Business Proposals Should You Be Prepared to Write? Proposals for action or change Solicited sales proposals Unsolicited sales proposals Funding proposals
SQ3 How Do You Structure and Format a Formal Proposal Checklist Read RFPs carefully to identify content requirements. Structure a formal proposal like a formal report. Use proposal-writing software to increase efficiency.