mcgraw-hill © 2005 the mcgraw-hill companies, inc. all rights reserved. chapter 3: communicate with...

McGraw-Hill © 2005 The McGraw-Hill Companies, Inc. All rights reserved.

Chapter 3: Communicate with Confidence

o Business lives and breathes through communication.

o Good communicators make good professionals.

o Improve your communication skills to prove your professionalism and advance your career.


Chapter 3 Objectives

Write more clearly and logically using the language and formats of business.

Solve problems by thinking critically and creatively.

Expand your vocabulary by using a dictionary & understanding the principles behind words.

Effectively and confidently present information to an audience.

Use visual aids to present ideas & concepts.


3.1 Communicating in Writing

Writing skills are important in every business.

Good writers tend to become business leaders.

Good writing is less about talent and more a matter of organizing ideas and thinking about what you want to say and how to convey it.


Writing Differs from Speaking. Written words: Are permanent. Are assumed to be accurate. Can be reproduced exactly and

distributed. Can be organized for ease in

finding specific information. Can be revised and corrected

before anyone sees them.


Think Before You Write.

Ask yourself:- What do I want to say? Think about how you can best express yourself.- Should my message be in writing? Yes, if it’s to be a permanent record, or sent to many people, or it’s complicated. No, if it’s going to just one person & is easy to grasp, or it’s sensitive, or if you’re not clear on what you should say.


What’s the best structure? What comes after your opening sentences? Will you have subsections?

What’s the best order? How will you structure the body? In chronological order, by topic, or by cause & effect?

What’s the best medium? An e-mail? A

letter? A memo?

What information must be included?

List all relevant bits of info.


Think While You Write

Be clear. Your message must be easily understood.

Be considerate of the readers’ feelings.

Be correct. Spell-check AND proofread. Be logical. Use transitions between

sentences and paragraphs. Keep it simple. Write short, simple sentences

made up of short, simple words.


Use formatting to help your reader.

Leave white space to make it easier to read. Use subheads (short subject titles) and

lists. Use bullets (a dot marking an item in a list)

to make lists easy to find. Use italics and bold fonts to highlight key

information.


After You Write, Revise.

Remove unneeded words & information. Add needed details. Make sure your tone is positive. Look for mistakes in spelling, grammar,

facts. Get another set of eyes: Have someone

read your important messages.


Kinds of Business Communication Business letters – printed & mailed to

people outside your company. Memos – printed & delivered to people

within your company. E-mails – sent by computer to people

outside or within your company—and possibly beyond.

Reports – longer “letters” and “memos.”


Business Letters Letters for your company are written

on letterhead (paper printed with the name, address, & logo of your company).

Letterhead is not for personal use but for when you’re speaking for your company. Write personal business letters on plain paper.

Your company may have a preferred format (standard form and structure for the letter). Check with co-workers.

Now for some letter-writing do’s & don’ts:


Follow the business letter format that includes:

- the date July 14, 2005- the name & address of the person who’ll receive your letter

Mr. Frank Finn, Chief Navigation Systems, Inc.

1 Water Way Land o’ Lakes, MN 82443

- the subject Re: New Fishing Gear

- the salutation Dear Mr. Finn:

- the complimentary close Sincerely,

- your typed name below a space for your signature

- the names of people receiving a copyCC: Dr. Wally Pike


Don’t use “Dear Sir” or “To Whom It May Concern” for your salutation.

Do phone or check on line to find out the person’s full name, sex, and title, if any.

Unless a woman has identified herself as Mrs., use “Ms.” unless her title is Dr.

Don’t use the person’s first name until you’re friendly.

Do sign with your full name. See business writing books for

various formats and other advice.


Content Do’s & Don’ts

Write to the right people. Ex.: Send your résumé to H.R., not Sales.

In your first sentences, tell who you are if needed and give your reason for writing.

Don’t be too brief or direct. Think of the letter as a visit with the person.

Include all needed details. Be polite. Never use offensive

language.


Memos

A memorandum (memo) is an official written message from one individual to another individual or to a group, usually within the same company.

These official documents are often kept as records, so be sure your information is correct and complete.

Follow your company’s format for a memo.


Memos Should Include:

- the date Date: July 14, 2005

- the name of the person who’ll receive your memo To: Floyd Caster

- your name From: Sheila Shiner

- the names of people who’ll get a copy

CC: Tony Trout

- the subject Re: Fly fishing lures

- your initials or signature


You’re Sending E-Mail

Follow the format and content of a memo or business letter.

Practice netiquette (good manners for communicating by e-mail).

Don’t use Internet chat short-cuts like OTOH for “on the other hand.”

Avoid emoticons like ;) DON’T TYPE IN ALL CAPS.

THAT’S LIKE SHOUTING.


Keep in mind, People rarely comment about

good writing but always notice bad writing.

Written business communication is permanent and easily given to others.

Don’t put in writing anything you wouldn’t want to see on the front page of your local newspaper.


3.2 Thinking Critically and Creatively

o Problems are a natural part of business.

o Good professionals are good problem-solvers.

o Improve your problem-solving abilities to increase your professionalism & advance in your career.


Two Ways to Solve Problems

1. Critical thinking is a logical, analytical, methodical approach to understanding a problem & working toward a solution.

2. Creative thinking is an intuitive, non-logical approach to solving a problem by being open to inspiration from unexpected sources.

Both work; each works better if both ways are used to solve a problem.


Critical Thinking “You are such a slob!” No, not that kind

of “critical.” Critical thinking involves focusing on a

problem, understanding its parts, gathering & assessing information about it, and considering possible solutions—logically, step-by-step.


How to Think Critically

1. Start with a positive attitude. See the problem as a challenge, an opportunity.

2. Define the problem. What are its parts? Can any be solved separately? Is the problem part of a bigger problem?

3. Gather information about the problem and possible solutions.


4. Apply creative thinking to come up with entirely different ideas.

5. Avoid common obstacles.

6. Develop a hypothesis (a possible but unproven solution).

7. Test your hypothesis if you can to see if it’ll work.

8. Be persistent. Don’t give up. Ask for help. Take a break & try later.


Creative Thinking

Creative thinking focuses indirectly on the problem, doesn’t stress logic, and wanders toward a solution, relying more on intuition and inspiration.


How to Think Creatively

1. Start with a positive attitude. You may go where no one has gone before!

2. Look at the problem in a different way. Use your imagination.

3. Seek less logical routes to a solution. Make it a game. Write a poem. Brainstorm (a group process of tossing out ideas without judging them) with creative friends.


4. Apply critical thinking. After brainstorming, look critically at the possible solutions suggested during brainstorming.

5. Avoid obstacles to creativity.

6. Develop a hypothesis—even a wacky or vague one.

7. Test your hypothesis if you can. Testing may inspire other solutions.

8. Be persistent. Keep not thinking about it. Sleep on it.


Common Obstacles to Critical Thinking

Experts aren’t always right; old solutions aren’t always correct.

Don’t make snap decisions. Don’t see people as stereotypes (a

mistaken impression that the person shares all the characteristics of similar people).

Don’t over-generalize about problems or solutions either. No two snowflakes, people, or problems are the same. There is no one-size solution that fits all.


Common Obstacles to Creativity

Experts aren’t always right. Don’t ignore your intuition. Don’t think you can’t be creative. Don’t be afraid of failure. Don’t judge or criticize ideas until

you’ve really considered whether they might work. Look for ways to make ideas work.


Don’t Give Up!

Your solution could be just around the corner.

It’s easy to become frustrated, but now you have two ways to solve problems. Try them both on for size!


3.3 Developing Your Vocabulary

In business, it really does pay to increase your word power.

How willingly people accept your ideas and respect what you think depends on how well you can express your ideas, so

Begin improving your business vocabulary now.


Types of Business Words

Jargon words are trade- or field-specific words known to the people who work in that field. A “bull market” is aggressive.

Like jargon, technical words are trade- or field-specific words but are scientific or purely technical words.

Vogue words are hip replacements for otherwise correct words, such as “Open 24/7” for “We never close.”


Euphemisms are kinder, gentler words that replace harsher words, like “sanitary engineer” for “garbage collector.”

Acronyms are words formed by the first letters of a phrase. A doctor in the E.R. may see a LOL in NAD (little old lady in no apparent distress). A soldier may go AWOL (absent without leave).


Kinds of Words to Avoid

Slang – informal words can be useful, but generally avoid them at work since some people may not know their meaning. Ex.: using bull to mean a detective.

Non-words or expressions that are, like, you know, useless fillers.

Vulgarity – offensive words, curse words, swearing.


How to Build Your Vocabulary

Get a good dictionary. It will tell you:

1. the spelling for the word and related words like adjective parts (pretty, prettier, prettiest).

2. the word’s pronunciation.

3. the word’s meanings, sometimes with phrases using the word (“a pretty good job” meaning fairly good, not great).


4. related words, such as the adverb (prettily) and noun (prettiness) forms of an adjective.

5. related phrases. “Sitting pretty” means in favorable position. If English is not your first language, be sure to check for expressions like these.

6. what the word’s parts mean. “Pre” means before; view means “see,” so “preview” means to see before others do, as in an advanced movie showing.Use your knowledge of the parts to better understand related words. A precondition is a condition that existed before.

7. For some words, their synonyms (words with similar meanings) and how the words differ.


Can’t look up a word because you don’t know how it’s spelled? Ask someone, or use an on-line dictionary or a software dictionary that will give you choices based on your best guess.

Find new words in your industry’s specialized trade publications (magazines or newspapers). Ask someone at work if the meaning isn’t clear from the article.

Listen to conference & seminar speakers. They use the latest words and phrases.

Study the words that you know cause you trouble. Get them under control.

Listen to intelligent people at work. Read a lot.


Pack a Powerful Vocabulary, Partner!

Learn a new word every day. Then practice using it in speech and in writing.

Listen to yourself. Discipline yourself to speak in complete sentences and to remove meaningless words so you sound more like your boss’s boss.

Work hard at improving your vocabulary, and you’ll harness a powerful business tool.


3.4 Making Speeches

Giving a presentation to a group is:

A. A chance to demonstrate your expertise.

B. An opportunity to make a fool of yourself.

C. An opportunity to advance in your career.

Answer: All of the above.

Read on to learn how to achieve A and C while avoiding B.


To speak confidently,

Thorough preparation is the key.

Remember, you’re the expert that people want to see and hear.

You never look as nervous as you feel. Prepare, prepare, prepare. How?


Do Your Homework

Learn about your audience. What do they know & not know about your topic? How do they view your topic? Favorably? Unfavorably?

Gather your data—the facts & figures you’ll use in your speech. Search the Internet, read, talk to other experts.


Plan and prepare your visual aids (images & objects that let your audience use their eyes as well as their ears to get your message) such as a flip chart, a model, posters, a PowerPoint like this.

Visuals are important. They:

1. make messages more understandable.

2. help keep an audience’s attention from wandering.


Write your speech—a clear message in a logical order with credible evidence to back up your ideas or points. Then make a topic outline of your speech to use during the presentation to keep yourself from reading your speech.

Rehearse. Practice a lot using your outline so you can deliver the speech without reading it. Practice using a tape recorder & listen to yourself. Practice in front of a mirror to see your gestures.


Writing Your Speech

The “formula” for an informative speech:

Step 1. Tell them what you’ll tell them.

Step 2. Tell them.

Step 3. Tell them what you told them.

In other words,


Start with something that gets the audience’s attention in a positive way, like a humorous story.

Dorothy Parker, a sharp-tongued 20th century American poet, once joked, “Men seldom make passes at girls who wear glasses.” 21st century girls who need glasses don’t have to worry about looking unattractive because they won’t have to wear glasses—thanks to LasikNow, our improved laser retina reshaping technology.

Then tell them what you’re going to tell them in a one- or two-sentence preview. Today I will tell you what LasikNow is, how it works, and who can benefit from it.


Spend most of the speech’s time telling them. State one main point and then back it up with facts. Use a transition from point to point like, “First,” “Next,” and “Finally.”

Then tell them what you told them by reviewing your main points.

If you want them to do something, tell them specifically what they should do.


Build a Better Speech

Keep it short. People stop listening after 15 to 20 minutes.

Help your audience stay focused:- Ask them questions that call for a show of hands (“How many of you have…?)- Ask rhetorical questions to keep them thinking. - Repeat your main points after explaining them.- Don’t give them something to read while you talk.- Pepper your speech with relevant humor that’s in good taste.


Why Give a Speech? Can’t I Just Write a Report?

You can use your voice, body, and visuals to better communicate your ideas.

People prefer to hear you speak than to read about your topic.

Your speech may back up a written report. You may want to answer questions.


During Your Presentation

Look sharp. Listeners will judge your message by your appearance. Dress one level better than your audience.

Be introduced or introduce yourself. Talk to the event organizer about it.

Don’t rush to begin.


Talk slowly so people can absorb what you’re saying. Pause often.

Talk loudly enough so all can hear. Use your body & voice to express

emotion and convey your ideas. Omit fillers like “Um.” Just pause. Don’t say “OK?” after explaining

something.


If you make a small mistake like getting your points out of order, ignore it; your audience won’t notice. If you make a big mistake, correct it.

Anticipate questions & have your answers ready. If you don’t know, say so but promise to find out.


Make eye contact with individual audience members.

Don’t read your speech. People will stop listening, and you can’t make eye contact if you read.

If you get off track or your mind goes blank, admit it, laugh at it, look at your notes, & get back on track.


Want More Help?

Take a speech course at a college or through the Dale Carnegie Institute.

Join Toastmasters International. Pay the inexpensive dues, go to the local chapter meetings, give speeches, get pointers, and give others your feedback.


3.5 Presenting Ideas and Concepts Visually

Visual aids can:- clarify your message’s points,- emphasize certain points, - keep the audience’s attention, and- make you look good

IF you’ve:- chosen the right kinds, - prepared them properly, and - used them well.


Visuals’ Rule # 1:

Your visuals must serve a purpose, such as:- to present charts & graphs that show trends, comparisons, or magnitudes (sizes).- to illustrate abstract concepts (ideas that apply to various things or situations and are not easy to visualize, like “freedom”).- to show pictures of things, places, people.- to illustrate something complicated like a product or process.


8 Types of Visual Aids, Their Advantages & Disadvantages

A visual is anything an audience can see. The eight types of visual aids are:

1. PowerPoint presentations2. Slide shows3. Video programs4. Transparency projections5. Opaque projectors6. Flip charts7. Hand-outs8. Objects

Each kind of visual has its advantages and disadvantages.


PowerPoint presentations--computerized images you make ahead of time that are projected from a computer onto a screen in a series of individual slides.

The Good:

Add photos, charts, graphs, drawings to your words.

Easily changed, printable slides.

Computer file easily transported.

Quiet equipment.

The Bad:

Expensive equipment & software that can be hard to learn.

Technical problems during a presentation.

Room must be darkened; people can doze through it.


Slide Shows—a series of photo slides projected onto a screen (mostly replaced today by PowerPoints).

The Good:High quality images.Simple technology.

The Bad:Expensive if a specialized company produces them. Slides cannot be changed.Equipment can break down.A darkened room is needed.


Video Programs – videotapes or CDs presented on a TV including sound and moving images.

The Good:Easy to transportEasy to duplicateCan replace an actual speaker

Good for showing processes, facilities, remote locations

The Bad:Expensive to produceImpossible to changeTV neededSpeaker can’t talk during program


Transparency projections—images drawn or photocopied on a clear sheet of plastic and shown on an overhead projector.

The Good:

Easy & quick to make.

Inexpensive.

Simple technology.

Can write on themduring the speech.

The Bad:

Images somewhat limited.

Some projectors a bit loud.

Darkened room usually needed.


Opaque Projectors project an image from a book or piece of paper.

The Good:

Quick, inexpensive.

Simple technology.

The Bad:

Relatively poor image quality.

Loud projector.

Projectors not widely available.

Darkened room needed.


Flip charts – large pads of paper on an easel written on during a speech.

The Good:

Cheap, easy to use.

Speaker can present information when it’s mentioned.

Audience input can be added.

Room well-lit.

The Bad:

No impressive images.

Not visible to large audiences.

Speaker must write while talking.

Handwriting can become illegible.


Hand-outs—explanations, charts, brochures, etc. printed on paper & distributed to the audience.

The Good:

Cheap, easy technology using a copier.

Easy to change before copying.

Audience can take materials.

The Bad:

Will distract the audience if given during the speech.

Large quantities can be hard to transport.


Objects (props)—useful for demonstrations; can be working or non-working models.

The Good:

Very effective.

Gets attention.

Relatively easy to use.

The Bad:

May be hard to transport.

Large audience may not be able to see them.

Some props fragile, can break.


Designing Your Message

Do:

- Be silent while the audience reads your visual or read it aloud.

- Keep written items short, in list form.

- Limit each slide to one idea.

- Use numbers, bullets, bold, italics to organize lists.

- Use upper & lower case for written words—never all upper case.


Do:

- Use charts & graphs to better explain data.

- Give handouts if you have a lot of information.

- Tell the audience you’ll be giving them that handout afterwards.

- Arrive early; test your equipment; have a contingency plan.

- Speak to your audience, not to your visual.


Think of your audience’s needs so you’ll give your message

- bit by bit,

- in a logical order,

- with constant reminders of what they’ve just learned & what they’ll learn next.


Don’t:- Talk while the audience reads.- Present an entire list; instead, reveal one line at a time.- Leave the room dark for too long.- Use a visual just to show off your technological abilities.- Put up a visual before you talk about it.- Leave it up after you’ve moved on to another topic.- Talk to your visual.


And Finally…

Use “word pictures” too to help your audience “see” what you see.

“Instead of choking & sneezing in a musty old room, you will enjoy the fresh ocean breezes at our new hotel facility designed in the Mediterranean style with lanais, patios, and balconies overlooking the white sand beach and blue-green sea.”


Chapter 3 Recap (Tell them what you’ve told them)

Writing clearly, simply, and logically to convey information is important to your career.

Critical thinking calls for a logical, methodological approach to a problem; creative thinking looks for inspiration in unexpected places.

Words are powerful tools; several types of words are used in business. Learn new words to advance.

You can gain confidence and use speaking opportunities to further your career.

Different types of visual aids have their advantages & disadvantages; use them to improve your presentations.

mcgraw-hill © 2005 the mcgraw-hill companies, inc. all rights reserved. chapter 3: communicate with...

Documents

mcgrawhill companies

good writing

writing writing skills

present information

simple words

unneeded words information

key information

simple sentences