Beruflich Dokumente
Kultur Dokumente
Chapter 1
(Important) Communication is constantly important to employers (These are the key factors
that employers look for in their future employees):
Written/Oral Communication
Critical Thinking/Analytical Reasoning
Ability to analyze and solve problems + ethics
Formal Communication Channels: Official channels that flow through the organization (Memo,
press releases) – okayed by management
Informal Oral Networks: Communication channels that carry gossip and rumors throughout the
organizations
Chapter 2
Chapter 3
Dimensions of Culture
Power Distance: Distribution of power in a culture (Distance between upper and lower
class)
Uncertainty Avoidance: Society’s tolerance for ambiguity and unstructured situations
Individualism Vs. Collectivism (Which one is more important)
Masculinity Vs. Femininity: Distribution of emotional roles and values between genders
Short-term Vs. Long-term orientation: Degree to which a society is focused on the
future or the past and present
Chapter 4
Communication Process:
Sender: Sender Should Decide on purpose of message, analyze idea and how it can best
be presented
Sender encodes message: Sender should Consider receiver’s background,
communication skills, experience, culture, context. As well, choose concrete words and
appropriate symbols.
Sender selects channel, transmits message: Sender should Consider importance of
message, feedback required, interactivity. As well, choose a channel that the receiver
prefers and think of ways to reduce channel noise and distractions.
o Noise: Anything that interrupts the message in the transmission of a message in
the communication process. Channel noise may range from a weak internet
signal to sloppy formatting and typos in e-mail messages. Noise as well can even
be the annoyance of the receiver when the sender chooses an improper channel
of transmission or when the receiver is overloaded with messages and
information.
Receiver Decodes Message: Receiver Should avoid prejudging message and strive to
understand both verbal and nonverbal cues
Feedback Returns to Sender: Receiver should craft clear and complete response that
reveals comprehension of message meaning.
o The cycle repeats its self when the receiver becomes the sender.
3x3 Writing process
Message Channels:
Formal: Informal:
o Memos o IM
o Reports o Video Chat
o E-mails o Face to Face Conversation
o Letters o Telephone call
o Blog
o Wiki
Chapter 5
Research Methods
Informal Methods: Company files, talk with boss & colleagues, interview target audience,
informal survey.
Formal Methods: Electronic sources, books, magazines, directories, primary sources (focus
group), observations, etc.)
Chapter 6
Chapter 7
1. Emails (OJO): Isn’t always appropriate, the subject Line is key!!! As well, the subject line
must always demonstrate good vivid details of what the topic is going to be about.
Email is appropriate for short informal messages that request information ad respond to
inquiries. It is especially effective for messages to multiple receivers and messages that
must be archived. An email is as well appropriate as a cover document when sending
longer attachments.
E-mail, however, is not a substitute for face to face conversations or telephone calls,
since if emails are not doing the job properly sometimes you just have to get out of your
seat and talk with your peers to get things done or even call a client in order to
persuade him to close the deal.
o The key when writing an Email is the Subject line since in some cases the subject
line can be the entire message. Include important details of the message in order
to want the reader to open the message.
o Start the email always with a greeting! As well, if the email is more formal than
greet the person with their first last name
o Organize the body (If the body include several points, use bullet points in order
to have more clarity in the message).
o Close effectively! At the end of the message, include an action statement with
due date and requests. Although complementary closes are unnecessary, you
might as well include a friendly closing such as “Many thanks or Warm regards”.
(Add contact info and signature at the very end!!!!!)
(OJO) Memos are necessary for important messages that are too long for e-mail, require a
permanent record, demand formality, or inform employees who may not have access to e-mail.
** Blogs often include a call to action at then end. Provide opinions but supported
by facts**
Chapter 8
Positive Messages
Requesting a Message
Opening: Put the main request first question or polite command. No explanation.
Body: Explain your logic Introduce multiple requests in a summarized fashion., using lists
and formatting.
Close: State what action is to be taken. Set an end date if needed. Close with
appreciation, call for action.
Remember your audience
Request a Response
Put the main idea or good news first
Make sure you’re right person to respond and do so quickly
Remember your audience: Anticipate questions, prior knowledge, etc.
Lay it out properly
Chapter 9
Negative Messages
Direct, up-front approach is all business; no-nonsense decisiveness. It may come off as cold, so
it is important to be polite and consider when to use a direct writing plan.
When bad news is expected or relates to a problem
When critical information is otherwise escape notice
When bad news is not serious or significant to the reader
When it is company practice to write all internal messages straightforwardly
OJO!!! When you intend to terminate a business relationship.
Process:
1. Begin with a simple, well-phased statement of the bad news
2. Provide an explanation that the reader can reasonably accept
3. Offer an alternative if possible. (The only difference form positive message)
4. Close with a goodwill statement that doesn’t refer to the bad news
More traditional way of delivering unfavorable news, “let down easy”. Main message is delayed
and presented towards the end.
When you don’t know the reader well
When the bad news isn’t anticipated by the reader (Like getting fired or refusing an
invitation!!)
When you anticipate a strong negative reaction from the reader.
Process:
1. Begin with a buffer
2. Provide a solid, reasonable explanation
3. State the bad news
4. Close with goodwill.
*** When denying a claim, don’t use the word “you” as well, don’t take neither side,
you will only imply what is your answer at the end***
*** You only create a Persuasive Claim when the Direct Claim has already been refused once
or if you believe you might have a chance at refusal ***
Sales Messages
Sales Letter – Letter promoting a produce, service, or business – seeks new business or
additional sales – very detailed
AIDA
1. Gain attention (Good news, special offer or bargain)
2. Introduce the product
3. Make it desirable (Emphasize in the price or anticipate questions and possible doubts)
4. Ask for action (Encourage quick action)
Writing Successful Email Sales Messages
1. Make the subject line catchy
2. Keep the main information “Above the fold” (primary points should appear first in
order to capture the attention of the reader)
3. Make the message short and concise
4. Provide testimonials as proof throughout (Consumers’ own words are the best sales
copy.
5. Provide a means of opting-out (It’s polite and a good business tactic to include a
statement that tells receivers how to be removed from the sender’s mailing database
*** Email is the best Communication Messages to portray sales pitches to consumers since is
cheaper, more direct, and you can attract new consumers ***
Chapter 11
Reporting in the Digital-Age Workplace
Types of Reports
1. Informational (Present data without analysis or recommendations)
2. Analytical (Present data with analysis and recommendations)
Organizational Strategies
1. Direct Strategy (Purpose for writing is printed to the writer from the beginning of the
writing process) (If readers are informed, If readers are eager to have results first, If
readers are supportive)
2. Indirect Strategy (Used when the findings are presented at the end. Good when reader
is unfamiliar with the problem) (If reader need to be educated, If reader needs to be
persuaded, If reader may be disappointed or hostile)
Writing style
Formal (For theses, research studies, controversial reports)
Informal (For short, routine reports, audience is familiar, noncontroversial, mostly used
for internal communication)
Report Formats
Letter Format (Prepared on company stationary with date, inside address, salutation,
and complimentary close)
Memo & Email Format (For shorter, informal reports. Include date, to, form, subject)
Manuscript Format (For longer, more formal reports – printed on plain paper)
Forms and Template (Somethings exist for routine reports)
Digital Format (PDF, PowerPoint)
Survey Notes