INTRODUCTION • Time spent: Managers 49.4%; Technical workers 40.7%; Clerical staff 29.1%; Social workers 51.6%
• COMMUNICATION: Process of exchanging information Two or more parties;
One/Two-way
• WHY? Inform/Request/Persuade/Goodwill • TYPES of Business Communication: – Internal Operational : Downward, Upward, Horizontal – External Operational – Personal
Idea Fact Proposal Recommendation
THE COMMUNICATION PROCESS Context Stimuli
Sender-Encoder Perception Idea encoding Symbol decisions Sending mechanism
Message Medium Verbal Non-verbal
Feedback Verbal Non-verbal
Receiver-Decoder Receiving mechanism Perception Decoding Idea interpretation
Oral Written Signs Behavior Nothing!!
BARRIERS TO COMMUNICATION • Effective Communication: Received message is as close in meaning as possible to the intended message • BARRIERS • Convention of meaning – Miscommunicated Instructions – Denotations, Connotations • Perception of reality – Abstracting – Inferring • Values, Attitudes and Opinions – Bias – Inadequacy, incorrectness – Closed mind – Sender’s credibility – Environment
META & KINESIC COMMUNICATION • Metacommunication: message not explicitly expressed, yet accompanies an expressed message. ‘you are late’ • • • •
Kinesic communication: behavioral Mainly oral message Appearance Body Language – facial expression, gestures, posture, movement, smell n touch, voice n sounds
• Silence, time and space
COMMUNICATION LEVELS • Level one: two-way, face to face • Level two: Two-way, not face to face • Level three: Written ORAL VS. WRITTEN • Feedback immediate • Sentences shorter • Informal • Focus interpersonal • Prompt action • Technical detail less
delayed longer formal content delayed detailed
EFFECTIVE COMMUNICATION: THE 7 C’S • Completeness • Conciseness • Consideration • Concreteness • Clarity
• Courtesy • Correctness
Provide all necessary info; Answer all questions asked; Give something extra, when desirable Eliminate wordy expressions; Include relevant material; Avoid unnecessary repetition ‘You’, I, We; Benefit/interest of receiver; Emphasize positive, pleasant facts Use specific facts n figures; Put action in verbs; Choose vivid, image building words Choose precise, concrete, familiar words; Effective sentences n paragraphs Be sincerely tactful, thoughtful, appreciative; Use expressions showing respect; Choose non discriminative expressions Use right level of language; Check accuracy of the data; Acceptable writing mechanics
7 C’S: Examples •
•
Completeness – Necessary info: Who, What, When, Where, Why (& How) • Hotel banquet room booking – Answer all questions asked: Do not avoid any questions! Be tactful for unfavorable answers – Give something extra, when desirable • I’m new in the city and would like to consider joining your club. Can you please tell me where the next meeting is going to be held? • Also send location, map, directions, the second meeting detail etc. Conciseness – Avoid Wordy expressions: At this time > Now; Due to the fact that> Because; Please find attached the list you requested> The list you requested is attached; – Include only relevant material (note the apparent contradiction with above!) – Avoid unnecessary repetition
7 C’S: Examples •
•
Consideration – Focus on You: • I am delighted to announce that we will be extending our hours to make shopping more convenient vs. • You will be able to shop evenings with the extended hours. – Show interest of/in the receiver • You will be glad to know …above – Emphasize positive pleasant facts • I cannot do it today> I can do it tomorrow – ‘You’ can be insensitive, so BEWARE • You failed to send us a check. Vs. the check was not enclosed.. Concreteness – Use specific facts and figures, not vague or general!! • Bangladesh showed growth in 2008. vs. the GDP of Bangladesh grew by 5% in 2008 from previous year.
7 C’S: Examples •
•
Concreteness (contd.) – Put action in verbs • Active voice (but when negative, passive can be better!): A decision was made vs. the Dean made a decision • Avoid be, give, have, hold, make, put and take: deadly verbs!! I will give consideration ……… I will consider – Choose vivid, image building words • Sensory appeal, comparisons, figurative language, etc. (but be careful) Clarity – Choose precise, concrete, familiar words – Construct effective sentences and paragraphs • Length (17 to 20 words), Unity (one main idea), Coherence (arrange the ideas correctly to express a meaning), Emphasis (what’s imp?) • Being an excellent lawyer, I am sure you can help us vs. Being an expert lawyer, you can surely help us • The airplane approached the speed of sound and it became difficult to control vs. As it approached the speed of sound, the airplane became very difficult to control
7 C’S: Examples •
•
Courtesy – Be sincerely tactful, thoughtful and appreciative • Outside your company requires more niceties – Use expressions that show respect • Omit questionable humor, do not offend others, if unsure be courteous – Nondiscriminatory expressions • Sexist nouns (chairman/chairperson) • singular pronouns (anyone who comes to the class will get his grade reduced vs. latecomers will get their grades reduced) Correctness – Use right level of language • Formal (academic writing), informal (business writing) example: participate-join, procure-get, ascertain-find out – Check for accuracy of facts, figures, words – Maintain acceptable writing mechanics
ORGANIZING A MESSAGE Planning Steps • • • • •
Identify the purpose Analyze the audience Choose the ideas Collect information Organize the message
Basic organizing plans • Deductive (Direct): Positive/Neutral/Direct request • Inductive (Indirect): Negative/Persuasive request
Direct (Deductive) Organizational Plans • Direct request: Main idea, Explanation, Courteous close- motivation to act • Good-news: Best news, Explanation, Positive friendly close
Indirect (Inductive) Organizational Plans • Bad-news: Buffer, Explanation-tactful, Decision, Positive friendly close • Persuasive request: Attention, Interest, Desire, Action
ORGANIZING A MESSAGE Beginnings and endings • • • • • •
Positive ideas at the beginning and ending Buffer, if negative ; attention for persuasive Reader should get an idea about what is coming First and last paragraphs relatively short Ending motivates the reader to act; sense of goodwill Ending: 5 Ws and how, positive/appreciative end (any negative/apologies before end), concise and correct
Composing the message • • •
Drafting Revising: Does it accomplish the purpose? Is the organizational plan ok? 7 C’s? Supporting material ok? Variety in sentence structure? Excessive material? Editing and proofreading: Checking all paragraphs for good topic sentences, examining sentences for sound structure, correct grammar, spelling, punctuation Leave the report for a few days and edit
REPORTS Definition •
Formal statement of facts or information, written for a specific audience to help decision making and problem solving
Characteristics • • • • •
Generally requested by higher authority Typically travel upward Orderly, logically organized Stresses objectivity (when subjective, should be mentioned) Limited audience
Types of Reports • • • •
Long / short Informational Short report => Memorandum report Informational => Conference report / Interpretative => Personnel report /
/ Analytical(Interpretative) / Letter report Progress report / Periodic report Recommendation-Justification report
REPORTS Informational • • • • • •
Summary info Avoid inferences/judgements, often no recommendations Neutral unbiased language Conference Report => Chronological or topic wise Progress Report => Intro, Achievements, Unanticipated issues, Next reporting, Summary Periodic Report => e.g. Sales report, weekly/monthly/quarterly etc.
Analytical • • •
Analyzes a situation/problem (your term paper reports!) Personnel report => HR manager, evaluation of personnel Recom/Just. Report => Policy evaluation, Forecasting, Value, etc. – Intro: Purpose, authorization, layout – Body: Current state, Effects and causes of problems, Possible solutions, Evaluation criteria, analysis and solution – Termination: Summary, Conclusion, Recommendation
STRUCTURE OF (SHORT) REPORTS Prefatory part / Introduction • •
Aim, background, scope, layout, authorization But not necessarily with headings
Text / Body / Discussion •
•
State all facts accurately and impartially • Organize plan • Emphasize important ideas • Use Headings to guide the reader Use visual aids (but for too short reports avoid them) • Topic sentences and paragraphs • 7 Cs
• Terminal section • • •
Summary=> Condenses text Conclusion => Inferences from text ( !! may be biased) Recommendations => Specify course of action
LETTER REPORTS •
Small report in letter form, for someone outside the org.
•
Contains: Date, Inside address, Complementary close, Signature,
•
First para: Greetings n authorization, Conclusion n results, Layout
•
Second para: Objective presentation of info, Findings
•
Last para: Friendly closure (restate conclusion n recommendations before last para, if deemed necessary)
•
There may/may not be headings
Salutation, Reference
Subject line,
Purpose n aim,
Body,
Problem n issues,
STRUCTURE OF (LONG) REPORTS Prefatory part • • •
Cover Preface List of tables
5 Ws
Title Fly Copyright notice Transmittal Acknowledgements Table of content List of figures Abstract/Executive summary
Purpose Scope Background Data analysis Methods of research Current issue Causes Effects Analysis Results Solution criteria Conclusions Recommendations
•
References
Text / Body / Discussion • Introduction • (Literature review : Thesis) • Discussions/main text • Conclusion • Recommendations
Authorization Trans detail => I, you Background/methodology Highlights Courteous ending
(may be added to conclusion)
Supplemental section Bibliography
Footnotes/endnotes Appendices • Glossary Index
REPORTS: REMEMBER!! Before you start • Recognize what is expected of you: Issues, problems, purpose, scope • Identify the audience • Identify the sources of info • Deadline • Be careful about the constraints: Costs, Travel, Resources First steps • Define the problem • Collect all material • Sort and Interpret data • Organise final outline • Prepare visual aids • Write, edit, revise, type, proofread
Intro.
Body
Concl.
PROPOSALS •
Sales presentations: Persuasion is the key
•
Purpose
•
Types:
Business & Research
Solicited & Unsolicited
Short & Long
Parts of a (Long) Proposal • •
Prefatory parts: Title Transmittal/Cover letter Contents List of figures/tables Executive summary/abstract Draft contract Body: Introduction => Problem Background Objectives Scope Procedures => Methods and sources Plan of attack Sequence of activities Equipment, facilities Personnel Evaluation and benefits Budget of costs, total bid Supplementary parts => Agency forms (Budget justifications, references etc) Tables, maps, graphs Schedules Table of definitions
PROPOSALS •
RFP should include: Company’s philosophy and mission General description of requirements Schedule Technical requirements
•
While writing an RFP: – – – –
•
Leave no doubt about the product/services asked for Give precise contact information Be precise as to what the bidders must include Indicate the time frame
Problems of effective proposal writing: – Unclear purpose Inability to concise Failure to follow formalities in RFB/RFP Unqualified company lack of supporting data
ORAL PRESENTATION Mend your speech a little Lest you may mar your fortune : Shakespeare Rhetoric is the art of ruling the minds of men : Plato
Steps for preparing effective oral presentation • Determine the purpose : Informative/persuasive/entertaining • Analyze the audience and occasion • Select the main ideas • Research the topic • Organize the data and write the draft: Intro(porch, aim, layout) , Body, Concl. • Get to know about the facilities • Create visual aids • Rehearse the talk Delivery style • Impromptu Imagine audience in front of u • Extemporaneous Use transitional phrases • Reading written speech One point at a time Include visual aids • Memorization Guess questions from audience !!!! Maintain time !!!!
ORAL PRESENTATION • • •
Purpose of speaking: Informative, Persuasive Informative speaking: Process , Policy Types of Informative Speaking: Report presentation, Goodwill speech, Briefing, Instructions • Persuasive speaking: Process, Policy, Value, Fact, Forecast • Audience analysis (Informative): Knowledge, Level of comprehension, Percentage well informed/not • Audience analysis (Persuasive): Search for common ground, Compare agreements to disagreement Organization of speech • Intro: Porch > Anecdotes, Quotations, Greeting, Startling statement, Pose questions Aim > Purpose of the presentation Layout > Overview • Body: Informative > Topical, Chronological, Cause n effect Persuasive > Position, Claim, Assertion, Resolution, Legal proposition Persuasive > Problem, Solution, Benefits, Disadvantages of non acceptance • Conclusion: Take home points
ORAL PRESENTATION
Remember !! • Pitch (monotone, high/low pitch, pitch variability) • Rate (pause!!) • Volume • Vocal quality • Pronunciation • Posture (erect, straight n unbending, but not rigid) • Movement (don’t overdo) • Gestures (don’t overdo) • Facial expressions • Appearance • Eye contact • Little nervousness is good! • Look for annoying habits • Humorous anecdotes help (but don’t try too hard) • Work hard on opening n closing • Adjust speech length by audience reaction
Support for speaking Ethos, pathos, Logos •Examples •Illustrations •Statistics •Quotations •Comparisons •Definitions Listening faults • Prejudice against speaker • External distraction • Thinking speed • Premature evaluation • Semantic stereotypes • Overlistening • Avoiding difficult listening
RESUME Qualities that impress the employer • Get the job done • Get along with others • Stay in job for a reasonable time • Loyalty • Hard-work • Communication skills • Integrity • Planning ahead • No personal problems • Good health Types of Resume • Chronological • Functional
Tips • Put date • Position applied for • Match your qualities with job requirements • Emphasize on duties performed and the skills required there • Highlight your achievements • Keep it brief (one page) • Ultimate goal, not required • Resume/CV title not required • Add a cover letter • Put relevant info only • Update for every application
MEETINGS ‘Where minutes are kept, but hours are lost’ • •
Gathering of two or more people discussing with an specific objective Meetings => groups (two or more people interacting regularly to accomplish a common goal/purpose) • Groups => Formal/informal Group formation stages: Forming Storming Solving the problem (Interactions):
Norming
Orientation Performing Conflict Emergence Solutions
MEETINGS • Types of meetings
=> Informational
Suggested Solution
Solving problems in a meeting • Background analysis => 1. Problem statement in positive tone 2. Limit the problem 3. Collect data • Solution discovery => 1. Establish criteria 2. List solutions • Solution evaluation • Choice of action Types of Leadership Styles in Meetings • Authoritarian Democratic Leaderless • Important, especially to deal with ‘problem’ participants Reticent
Know-it-all
Long-Winded
Erroneous
Personal animosity
MEETINGS Planning steps before the Meeting • Review the problem and determine the purpose • Decide who should participate • Arrange for date, time n place • Create an agenda • Inform the participants • Check on physical arrangements
CODE OF ETHICS Fundamental Principles (ASCE) Engineers shall uphold and advance the integrity, honor and dignity of the engineering profession by: • using their knowledge and skill for the enhancement of human welfare and the environment • being honest and impartial and serving with fidelity the public, their employers and clients • striving to increase the competence and prestige of the engineering profession, and • supporting the professional and technical societies of their discipline.
CODE OF ETHICS Fundamental Canons (ASCE) • Engineers shall hold paramount the safety, health and welfare of the public and shall strive to comply with the principles of sustainable development in the performance of their professional duties. • Engineers shall perform services only in areas of their competence. • Engineers shall issue public statements only in an objective and truthful manner. • Engineers shall act in professional matters for each employer or client as faithful agents or trustees, and shall avoid conflicts of interest. • Engineers shall build their professional reputation on the merit of their services and shall not compete unfairly with others. • Engineers shall act in such a manner as to uphold and enhance the honor, integrity, and dignity of the engineering profession. • Engineers shall continue their professional development throughout their careers, and shall provide opportunities for the professional development of those engineers under their supervision.
