Review Ch1- Ch8

(Source from : http://www.bi.no/FellesFiles/_NY%20DESIGN%20FRA%202007/artikkelbilder/508%20pixler/kommunikasjon508.jpg)

Chapter 1
• Know the difference between business communication 1.0 and 2.0

(1.0)
Publication
Lecture
Intrusion
Unidirectional
One to many
Control
Low message frequency
Few channels
Information Hoarding
Static
Hierarchical
Structured
Isolation
Planned
Isolated

(2.0)
Conversation
Discussion
Permission
Bidirectional, Multidirectional
One to one, Many to many
Influence
High message frequency
Many channels
Information Sharing
Dynamic
Egalitarian
Amorphous
Collaboration
Reactive
Responsive

• Understand the difference between internal communication, external communications and formal communications.

1. Internal communication: takes place between people inside a company
2. External communications: takes place between a company and outside parties.
3. Formal communication network mirrors the company’s organizational structure.

• Understand the value of business information
1. Competitive insights
2. Customer needs
3. Regulations and guidelines

• Understand variables in the communication process.
Potential Problems:
1.
• Unclear ideas
• Uncertain goals
2.
• Unclear writing
• Inefficient writing
• Unfocused writing
3.
• Inappropriate medium
• Distracting design
4.
• Noise and distractions
• Competing messages
• Filters
• Channel breakdowns
5.
• Message missed
• Message ignored
6.
• Meaning misinterpreted
7.
• No response
• Wrong response
• Message forgotten
8.
• No means of providing feedback
• Feedback ignored
• Misinterpretation of nonverbal signals
Solutions:
1.
• Clarify purpose before beginning
2.
• Outline carefully
• Improve writing skills

3.
• Choose medium carefully
4.
• Reduce noise and distractions
• Change restrictive policies and corporate cultures
• Monitor for breakdowns.
5.
• Focus on audience needs.
• Meet audience expectation
• Make message easy to find
6.
• Understand audience beliefs and biases
• Use compatible language and images
• Maintain good etiquette.
7.
• Emphasize benefits of responding
• Clarify desired response, making it easy to respond.
8.
• Enable and encourage feedback
• Listen to and learn from feedback
• Learn to interpret nonverbal signals.
• Understand what the communication process is.

1. Sender has an idea
2. Sender encodes the idea in a message
3.Sender produces the message in a medium
4. Sender transmits message through a channel
5. Audience receives the message
6. Audience decodes the message
7. Audience responds to the message
8. Audience provides feedback to the sender

• Understand what the ……… centered approach is to communication
An Audience-centered approach involves understanding and respecting the members of your audience and making every effort to get your message across in a way that is meaningful to them. “you” attitude. Keeping your audience’s needs in mind helps you ensure successful messages.

• How to give …….review back.
Constructive feedback (constructive criticism) focuses on improvement, not personal criticism. It focus on the process and outcomes of communication, not on the people involved.
Destructive feedback simply criticizes with no effort to stimulate improvement.

Chapter 2
• Understand what are the advantages and disadvantages of teams are
Effective teams can pool knowledge, take advantage of diverse viewpoints, and increase acceptance of solutions the team proposes.
o Increased information and knowledge
o Increased diversity of views
o Increased acceptance of a solution
o Higher performance levels.

Teams need to avoid the negative impact of groupthink, hidden agendas, and excessive costs. (disadvantages)
o Grouptink
o Hidden agendas
o Cost

• How to prepare for meetings
To ensure a successful meeting, decide on your purpose ahead of time, select the right participants, choose the time and facility carefully, and set a clear agenda.
o Identify your purpose
o Select participants for the meeting
o Choose the time and prepare the facility
o Set the agenda
• Understand the advantages and disadvantages of web based meeting.

• Understand what nonverbal communication are
o Facial expression
o Gesture and posture
o Vocal characteristics
o Personal appearance
o Touch
o Time and space

• Tips for improving phone skills

Chapter 3
• Understand cultural context and how it affects business
• age differences, gender, religious, ability differences
• business in other cultures

Chapter 4
• Understand how to define your purpose when planning business messages
• What are the steps for gathering information

Chapter 6
• How to evaluate content, organization, style, tone
• Table 6.2 - revising for clarity
• Editing for clarity conciseness
• Table on revising for conciseness
• section on using technology
• typefaces
• designing multimedia documents - pluses and minuses

Chapter 7
• How to choose electronic media for brief messages and creating content for social media
• Tips for effective e-mail messages

Chapter 8
• Section on common examples of routine requests
• responding to claims
• Common examples of routine replies and positive messages (whole section) - you’re at fault, the companies at fault, they’re at fault