Ch. 14 Mind Map

Ch. 14 The Business Of Change and Conflict

This chapter is about change, from the business perspective, and the conflicts that may come from it within an organization and how to deal with them. Change in the business world can mean a lot of different things. A company might change what it sells or how they manufacture it or procedures and services. Of course these big decisions are made by the CEO and high level managers and it is their job to facilitate the change down the ladder. Why do organizations change? It might be because of competition, corporate mergers or acquisitions, globalization, technology and changing consumer demands. Change is always accompanied with fear and apprehension, even in the business world. This fear and not knowing what is going on can lead to resistance by employees to the changes the company wants to enact. If the employees believe they are not receiving enough information about what is going on, there is a communication vacuum which only adds more resistance. Resistance can be reduced and or eliminated through change communication. This is sending many messages in a multidirectional and multimedia way. Multidirectional means the message goes up and down the hierarchy to all employees and multimedia communication is sending messages through different transits. Resistance will also be reduced if your messages clearly state the reasons for the changes and a vision for the future through well times messages. Now not everyone may want to go along with the change. This can lead to conflicts. But there doesn’t need to be a massive company wide change to lead to conflicts in the workplace. They can happen anytime due to pressures and the fact that people have different views and backgrounds. There a few skills to have to deal with conflicts more effectively. One of them is to be an active listener. Another is having the ability to be diplomatic in verbal style, tone and wording. Having a flexible interpersonal style can also help in conflict situations. This allows you to communicate appropriately with different individuals and increases message fidelity. The chapter teaches us a specific way of resolving conflicts and this technique is called dialogue transformation. This is a relationship-dialogue process that may help in conflict situations. It consists of three parts. The first part is exploring interests and emotions. This is listening actively, avoiding interrupting and focusing on the problem and not the other party. The next part is reframing and replacing expectations. This is where the parties discuss points of disagreement, develop a wide range of options, and brainstorm for different words and terms. The final part is converting and resolving. This is focusing on common ground, narrowing issues down and reframing them, and collaborating to develop solutions using the new words and terms. I’ve been in the situation where the company I worked for was in the process of merging with another company and the higher ups did not do a good job of communicating which lead to a communication vacuum. Everyone was confused and not sure about what the changes meant for us. Morale went down and work performance went down because of that. Companies would do themselves a favor by having a better communication system set up for situations like that because in the end, they are the ones who have the most to lose.

Ch. 13 Mind Map

Ch. 13 Interpersonal and Collaborative Messages

Ch. 13 is about communicating interpersonally and how communication works in small groups. Interpersonal communication is interaction between at least two people engaged in the co-creation of a relationship. Intrapersonal thinking, patterns of behavior, actions, verbal statements and events make up interpersonal communication. Relationships are important in the business context. A relationship is defined as a dynamic system of interaction coordinated through communication between two or more people. Developing good business relationships can be helpful because they can increase productivity and morale of a company. They can also help a person individually later on because that relationship might be a gateway to other opportunities. Communication involves writing and of course verbal communication, but non-verbal communication can also play a role in a conversation. Non-verbal communication is body language and vocal variations that can communicate without words. There are six different types of non-verbal communication discussed in this chapter. The first is Kinesic behaviors, the body movements that can expression emotion or illustrate verbal points. The next type is eye behavior. This can also express emotion but also facilitate and regulate conversation and monitors reactions. The third type of non-verbal behavior is paralanguage. This is how you say something rather then the exact words. This might be the tone you use, the speed of your talking, volume and rhythm. The fourth type is called chronemics. This involves time and how it is perceived. The fifth type is proxemics. This is the study of our use of space and distance. Different cultures have different rules about what distances to maintain. The last type of non-verbal behavior is called haptics. This is touching behavior such as handshakes and informal pats. In the business world, communicating in small groups is essential because significant time is spent in small groups. A small group is defined as two or more interdependent people who are aware of their group membership and who communicate to accomplish common goals. In business, small groups are used for planning, organizing, negotiating, evaluating, problem solving, research, development and implementation. So pretty much for everything, which is why its important to be a good group communicator. The four C’s of small groups should make you a more effective communicator. The first C is for commitment. This means consistent participation and dedication. The next C is for cohesion, compatibility and harmony among group members. The third C is for collaboration. A shared purpose and equality among members is essential to co-create and share a vision. And finally, the last C is for Conflict modification strategies. Dialogue must be used to overcome differences and disputes among the group. When in groups, there might be a designated leader or a leader may emerge from the group. Leadership is the ability to influence others and see the big picture to push the group forward in a productive manner. They can create an agenda, which establishes goals and timelines. A leader is usually a good interpersonal communicator. To be successful in the business world, it is essential to have interpersonal communication and group communication well understood and practiced.

Ch. 12 Mind Map - Culture

Ch. 12 Summary - Culture

This chapter is about culture and how it affects the workplace. The chapter defines culture as a communally produced and shared model or reality that communicates how a group is expected to behave, think, and feel as a society. It is the collection of beliefs, norms and customs of any particular group of people. Culture is learned, from the time we are infants. As we grow, our experiences with others in society give us a social knowledge that allow us to be members of a culture. When communicating with people from other cultures in the workplace, one should realize that they may communicate in slightly different styles and we should be aware of this or this may lead to misunderstandings. Fifty years ago, the workplace in America was much less diverse from what it is today. Up to seventy percent of the labor market today is women and minorities. There are several variables in workplace diversity. Some of these are age, race, socioeconomics, sexual preference, gender, and physical disability. It is important to be inclusive of all people who may fit in to any one of these categories because our world is so much more globally connected in the 21st century. Now all companies aren’t the same. Each has its own corporate culture, the way it is structured and its expectations of its workers. A companies deep culture is the companies identity, its beliefs and perceptions. Now a companies observable organizational culture is the parts that can be seen or heard. These involve performance interactions, such as norms, rites and rituals, heroes and organizational lore. Norms are the behavior codes that are accepted. Rites and rituals of companies can be very important to them. These may be ceremonies, celebrations and company activities that everyone at the company may believe is an integral part of being part of their corporate family. All companies have a corporate culture and the better you integrate yourself into it, the better off you will be. Our class, and our school, is very diverse and I feel good to be a part of it. I think this is a very good experience for all of the students, because it will give us the skills and knowledge to be able to communicate with people from all backgrounds and I believe communication, in all aspects of life, is the key to success.

Ch. 11 Mind Map

Ch. 11 Summary

Chapter 11 teaches us strategies for our reports and proposals in the business world. We already learned about direct and indirect strategies for the overall report but these strategies are also applied to individual sections of reports or proposals. Now the thing that should be first considered in any communication activity is the audience. How your report is structured and how it sounds depends largely on the audience. Then you must think of the respond you want and tailor your strategy to that. You should use direct strategy if you need nothing from the audience but you should use an indirect strategy if you want some kind of investment from the audience. The strategy used also depends on what type of document is being created and for what purpose. Informative reports are usually delivered using the direct strategy. Indirect strategy is better with persuasive pieces and analytical reports should use a mixture of both. The chapter also says that the most important things to remember when writing any document are how to write clearly, how to be concise and how to organize and format the information. So with any piece of writing, you must have an introduction. The introduction should set the tone for the entire writing. Depending on the audience and reasons for the document, decide on either a formal tone, informal, or conversational. The introduction should try to capture the reader’s attention. Then there is the background of the report. This is where the reader encounters any essential and vital information that is needed for any analysis later or conclusions reached. Background should be delivered directly chronologically or through a situational approach. Statistics can also be used during this part of the report to give better understanding to the audience. Next are the problem and topic statements. These are the ones your report is focused on and why you gave background information and details. Next is the goals and objectives. This should always be delivered using a direct strategy. You want your audience to understand the goals of the report. You cannot be vague or ambiguous. Of course the reason you’ve written the report is not just to point out the problem, but the solutions for it. This is the final part of your report and it should also be direct. You may revisit some earlier points and tie them together with your recommendations. Ending your report on a positive note is a must. You don’t want the last thing your audience to read to be a negative point because that will leave a negative impression on them in general.

Ch. 9 Mind Map

Ch. 9 Summary - Direct and Indirect Communication Strategies

When dealing with any kind of communication in the business world, you’re going to be dealing with two kinds of strategies. Direct and Indirect strategies and each has it’s reasons and strengths. Direct communication strategy lets you deliver a message quickly and usually in the beginning. The direct strategy should be used when you know your message will please the listener or will be neutral. There are a few different kinds of direct communication messages. One is requests for information or action. Another is claims and positive adjustments. And then there are good news or goodwill messages. There is a such thing as a negative direct message, but this should only be used when you know the audience well. Indirect strategy should be used when your message is going to be negative or bad for the receiver. If you have to refuse, reject or deny a request, you should go with the indirect strategy. A indirect message should open with a buffer, a brief positive statement or statement of appreciation. Then your reasons should follow for the bad news with the actual refusal following afterwards. There are a few types of Indirect negative messages. One is refusals/denials. Another is collections messages and social refusals are also one. When you want to persuade action, the indirect persuasive approach is usually best. This lets you audience know why they accept before they hear what you want. A few types of this message are sales messages, fund-raising messages and directive changes. Using these strategies should help you in the business world.

Video - Talking with Confidence Mind Map

Ch. 8 Mind Map

Ch. 8 Summary Business Writing Design

One of the most important aspects of business communication is writing. You must have a good command of this or it will be difficult to succeed in the business world. Some of the typical written documents in business are proposals, reports, letters, contracts, forms, memos and manuals just to name a few. The writing process has four steps. The first step is generating ideas and the prewriting. You must know what purpose your writing for and what message goal you have. Freewriting, listing and clustering are prewriting strategies that may help you. In Freewriting, you just start writing all of the ideas that come to you without worrying about spelling, punctuation or grammar. In listing, you make a list of the items or ideas you want in your document or letter. Clustering is basically mind mapping. The second step in the writing process is the actual writing. This will be the first draft. It wont be perfect so don’t worry. The third step is revising and redrafting. In this part, you look over your first draft and make corrections and make the language more precise and clear if need be. The fourth step is editing and proofreading. In business writing, there are different styles. One style is the “you view”. In this, the writing is focused on the interests of the reader. Another style is positive expression. In this you emphasize what you can do instead of what you can’t do. When designing memos and letters, have a introduction, body and closing. Memos are internal written channels of communication. Internal meaning within the company and it’s employees. Letters are usually an external type of communication. The two common ways to write a business letter is Full Block style and Modified Block style. Full block style is when everything in the letter begins in the left margin and Modified block style is when the date and closing begin in the middle and everything else is on the left margin. The examples and sample memos and letters are helpful because I can always look back for help.

Ch. 7 Mind Map

Ch. 7 Summary

Designing Oral Presentations

Ch. 7 is about oral presentations and how to go about them. Most people experience communication apprehension so that is very normal. The best way to relieve CA is to be prepared and know your speech very well. If you become very familiar with the material and your speech, it will reduce CA. There are four speech goals. Informative speeches, persuasive speeches, requesting speeches and entertainment/special occasion speeches. When doing an oral presentation, you should know who your audience is. This will help customize your speech to their specific needs. Also, using the right language is very important. This means speeches shouldn’t be too impersonal and dry. You should use personal pronouns and not be too formal. Contractions are good and sentences should be to the point and be idea focused. Your speech should begin with an introduction. This is a brief opening where you go over your main topic idea and give a good first impression. The main part of your speech is the body, which explains your main ideas, and gives supporting details. The conclusion should summarize your main point and close in way that your audience will connect with. Using electronic presentation software, like Powerpoint, can be helpful because they serve as visual aids that make the audience remember your speech better. There are four different speech delivery types. Impromptu, which is on the cuff. A manuscript speech where the speech is written word for word and read off. Extemporaneous speaking is planned but not memorized or written down. Only key ideas are outlined. And finally, a memorized speech is written and memorized fully so there is no manuscript in front of you. I found the strategies at the end of the chapter helpful for me personally. Like most, I get CA and the strategies seem like they would reduce my stress and tension before an oral presentation.

Ch. 6 Mind Map

Ch. 6 Summary - Designing Messages with Words

Chapter six is titled “Designing Messages with Words”. It is about verbal messages and how to be a better verbal communicator. Verbal communication is the use of any linguistic symbols - spoken, sign, or written - to accomplish message goals. So basically the majority of all communication. Everyone has a different verbal style, which is a person’s particular choice of words, phrase or sentence arrangements and the formality of expression they use. There are nine different verbal styles for different situations and purposes. All verbal communications are defined within a set of speech rules that people follow. There are grammatical rules, talking and interaction rules, social rules and semantical rules. If someone works in a specialized field or profession, they may use jargon, which is the specialized language in that field that denotes technical knowledge. Sometimes, language can be used in a limited way which opens the door for miscommunication and confusion. Some of these language limiters are, abstraction, bypassing, fact inference, misused words, euphemisms and adjective cramming. People also sometimes suffer from communication apprehension or CA. This is feeling anxious or uneasy when about to communicate with someone verbally. This can happen anytime, when about to speak to a large group of people or when about to speak to your boss perhaps. The factors that can lead to CA are, introversion, alienation, low self-esteem, cultural divergence, poor communication skills and communication incompetence. The author states that the key to reducing CA is preparation. I myself get very anxious when I have to speak in front of audiences. But I have noticed the more prepared I am, the less severe my anxiety. The author also talks about persuasion and how it is the process of attempting to influence people’s behavior, attitudes or beliefs. And an argument is the vehicle to do that through reasoning. For an argument to be persuasive, it must have reasons, evidence, behind it. Deductive reasoning goes from general to specific while inductive reasoning goes from specific to general. Ethos, pathos and logos are the Greek terms that describe the appeals one may use to get others to agree with them. Ethos is ethics, pathos is emotion and logos is logic. Overall, the chapter taught me to be a better communicator by choosing my words carefully and to flexible with my speaking style depending on the audience.

Ch. 5 Mind Map

Ch. 5 Summary

Business Communication
Chapter 5 Summary

Chapter Five is called “Creating and Using Meaning”. It is about the meaning of messages and communication and how different people give different meanings to the same message. Everyone looks at lets say a message, and can think of it in their own way. When I send a message to someone, I may think it will be understood the way I wanted it to be. But I can not be sure of that because someone else reading the message may give it different meaning due to the fact that he is looking at the world through his/her own eyes. That person may perceive it as something else. This is called the conveyor belt flaw. Messages have intended meaning and interpreted meaning. Intended meaning is the sender’s meaning while interpreted meaning is the receivers interpretation of the message. When a person interprets, they use their past experiences to analyze and connect the dots. Perception is sensing and understanding and organizing is categorizing and putting in order information. In the business setting, messages should be direct and to the point and not vague. In my own work experience, I use to send messages and not be clear as I could have been which caused problems. I learned the clearer and more direct I was, the better usually for everyone.

Ch. 4 Mind Map (Listening)

Ch. 4 Summary

Naweed Bahaduri
Eng 93

Business Communication Design
Ch. 4 Summary

Chapter four is titled “Listening: A Silent Hero”. It is about the importance of listening in the business field. People listen all the time so most people believe they are good listeners since they do it so much but in reality not too many people are very good listeners. Not in the business setting anyway. Also, people do not realize how much we use listening at the workplace. It is about half of our workday. The chapter states that 85% of what we know or learn comes from listening so we should try to all be better listeners. There is a difference between hearing and listening. Hearing is the physiological process of receiving sound waves through receptors. We do this automatically and not even be conscious of it. Listening however is the conscious effort of focusing on what we hear and attaching meaning to it and decoding it. There is different types of listening. Listening to learn, which is exactly that. Critical listening which is comprehending the information then making assessments and judgments about it. Sensitive listening is supportive in nature. It shows empathy and feeling. Dialogue listening is in an open group setting and is inviting without ideas being judged or negated. I know I myself can be and should be a much better listener. This chapter showed to me how important listening is, especially in the work place where one might not have thought so.