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Instructor’s Manual to AccompanyBUSINESS COMMUNICATION Developing Leaders for a Networked World (2e)By Peter W. Cardon-254018796000Chapter 7:Email and Other Traditional Tools for Business CommunicationTeaching NoteHello Fellow Instructor,We certainly have a tough task to prepare our students well to communicate effectively with the many available communication tools.This is the first of two chapters about technology. Our students live a world of technology-mediated communication, and the workplace they will enter requires them to communicate professionally with many emerging forms of communication tools. This chapter focuses primarily on traditional communication tools, such as emails and phones.I often hear business communication instructors talk about the struggles of teaching a “tech-savvy” generation. I think we are the perfect people to teach about using technology. Using the tools requires professional judgment about building workplace relationships effectively and getting work tasks done. We can help this “tech-savvy” generation to use various communication tools wisely.Please contact me anytime – to share your experiences, your ideas, and your reactions.Best of wishes,Peter W. Cardon, MBA, Ph.D.Associate ProfessorCenter for Management CommunicationUniversity of Southern CaliforniaEmail: petercardon@Twitter: @petercardonFacebook: cardonbcommWeb: Chapter 7 Summary and PowerPoint NotesSLIDE 7-1SLIDE 7-2This chapter covers the following topics: tradeoffs of richness, control, and constraints with a communication channel; writing effective emails; emotion in online communications; effective texting in the workplace; digital message overload; and effective phone conversations and videoconferences.SLIDE 7-3LO7.1 Explain the trade-offs associated with richness, control, and constraints when choosing a communication channel.LO7.2 Apply principles for writing effective emails.LO7.3 Explain how to handle emotion effectively in online communications.LO7.4 Describe strategies for effective texting in the workplace.LO7.5 Describe strategies for managing digital message overload.LO7.6 Explain principles for effective phone conversations and videoconferences.SLIDE 7-4For nearly two decades, email has been the primary written business communication tool. In Table 7.1, you can see that in a recent study, it ranked second in effectiveness among communication channels for coordinating work. Even with so many emerging communication tools, email remains the channel of choice.SLIDE 7-5Strategically selecting a communication channel means that you choose the one that is best able to meet your work objectives. In many of your working relationships, you’ll use many communications channels—email, social media, calls, face-to-face conversations—on a daily or weekly basis. Strategically choosing a communication channel involves three basic considerations related to their limitations: richness, control, and constraints. Richness involves the numbers of cues available and the level of immediacy—that is, how quickly someone is able to respond and give feedback.SLIDE 7-6Control refers to the degree to which communications can be planned and recorded, thus allowing strategic message development. Planning implies that the communication can be tightly drafted, edited and revised, rehearsed, and otherwise strategically developed before delivery. Permanence refers to extent to which the message can be stored, retrieved, and distributed to others. Control may be your primary concern for many important communications.SLIDE 7-7Constraints refer to the practical limitations of coordination and resources. Coordination deals with the effort and timing needed to allow all relevant people to participate in a communication. Resources include the financial, space, time, and other investments necessary to employ particular channels of communication. A meeting of ten corporate employees who fly in from different cities is a high-constraint communication that requires extensive coordination and resources.SLIDE 7-8The distinctions between spoken and written business messages mirror the relative benefits and weaknesses of synchronous and asynchronous communications. Synchronous communication occurs in real time; the individuals involved give immediate responses to one another and engage in turn-taking. Asynchronous communication does not occur in real time. Individuals involved in such communication can pay attention to and respond to communications at a time of their choosing. Most successful working relationships depend on both synchronous and asynchronous communication.SLIDE 7-9Email communication is the primary form of written business communication. Most analysts expect it to be the primary tool for at least the next five to ten years in most companies. Writing effective emails involves applying principles of writing style discussed in Chapters 5 and 6. It also involves adapting to the unique characteristics of email.SLIDE 7-10In this section, we explain basic principles for using emails effectively, including the basic components that ensure ease of reading.SLIDE 7-11Then, we focus on managing emotion and maintaining civility in electronic communications.SLIDE 7-12Email communication has few constraints (low cost, little coordination) and high control (the writer can think emails out carefully, and they provide a permanent record). Yet because it is not a rich form of communication, it is rarely appropriate for sensitive or emotional communication tasks. It is also inefficient for facilitating discussions.SLIDE 7-13In all written communication, ensuring ease of reading is critical. It is even more critical in emails and other digital messages. Simply put, your readers are unlikely to read your message unless you make it easy for them. Use the following tips to ensure ease of reading in your emails:Provide a short descriptive subject line.Keep your message brief yet complete.Clearly identify expected actions.Provide a descriptive signature block.Use attachments wisely.SLIDE 7-14Compare the ease of reading in the less-effective and more-effective examples of emails in Figures 7.1 and 7.2. Think about how quickly a reader can process the information.SLIDE 7-15Compare the ease of reading in the less-effective and more-effective examples of emails in Figures 7.1 and 7.2. Think about how quickly a reader can process the information.SLIDE 7-16Since email communication is so convenient, some people overuse and even abuse it. With business professionals sending and receiving hundreds of emails each week, they often experience information overload and email fatigue. You can engender goodwill by writing emails that are professional, relevant, easy to read, and other-oriented. To show your respect for others when sending email, consider the following advice:Select message recipients carefully.Provide timelines and options.Be careful about using the priority flag.Let others know when you will take longer than anticipated to respond or take action.Avoid contributing to confusing and repetitive email chains.SLIDE 7-17Most business professionals expect fast responses to emails. Of course, what seems like a quick response to one person may seem like a delayed response to another. One recent study of business professionals found that nearly all business professionals expect an email response within one day (see Figure 7.3). Younger professionals are more likely to expect a response immediately. The majority of business professionals in all age groups expect a response within one to two hours. If you choose not to check your emails more than a few times a day, let others know how soon to expect replies.SLIDE 7-18Email communication is typically considered fairly formal. Since so many more people can potentially see an email than would ever see a hard copy of a message, having high standards is even more important. Generally, you are better off erring on the side of too much formality as opposed to too much casualness. Consider the following recommendations:Avoid indications that you view email as casual communication.Apply the same standards of spelling, punctuation, and formatting you would for other written documents.Use greetings and names.SLIDE 7-19In the absence of face-to-face communications, emails tend to elicit either the neutrality effect or the negativity effect. The neutrality effect means that recipients are more likely to perceive messages with an intended positive emotion as neutral. That is, the sender may wish to express enthusiasm about an event, but the receiver decodes the information without “hearing” the enthusiasm. The negativity effect means that recipients are more likely to perceive messages that are intended as neutral as negative. The effects of emotional inaccuracy due to the neutrality and negativity effects can lead to conflict escalation, confusion, and anxiety. SLIDE 7-20Two characteristics of asynchronous electronic communications can lead to feelings of anger and frustration. First, people often feel comfortable writing things they would not say in person. In some cases, this sense of online freedom leads to flames, which are emails or other digital communications with “hostile intentions characterized by words of profanity, obscenity, and insults that inflict harm to a person or an organization.” The second aspect of asynchronous electronic communications that can lead to anger and frustration is cyber silence, which is nonresponse to emails and other communications. During the nonresponse stage, message senders often misattribute explanations for the silence. They sometimes wonder if message recipients are purposely avoiding or even ignoring them. As the length of time between messages increases, they often experience more frustration and anger.SLIDE 7-21Civility is important in electronic communications. Cyber incivility is the violation of respect and consideration in an online environment based on workplace norms. Active incivility involves direct forms of disrespect (i.e., being condescending, demeaning, saying something hurtful). Passive incivility involves indirect forms of disrespect (i.e., using emails for time-sensitive messages, not acknowledging receipt of emails, not replying to emails). Cyber incivility has been shown to reduce job satisfaction and organizational commitment.SLIDE 7-22The steps that you can take to address uncivil emails constructively include reinterpretation and relaxation. Reinterpretation involves adjusting your initial perceptions by making judgments and evaluations that are more objective and fact-based and less personal. When people are distressed, they often make extreme, subjective, and overly personal judgments. By reinterpreting the event, you allow yourself to take the communication less personally. Relaxation involves releasing and overcoming anger and frustration so that you can make a more rational and less emotional response. People use a variety of methods to alleviate the physiological impact of anger, including counting to ten, taking time-outs, engaging in deep breathing, and looking for the humor in the situation.SLIDE 7-23In the example shown in Figure 7.6, Jaclyn expresses frustration with a conversation she had with Haniz. Jaclyn, perhaps unwisely, fired off an angry email (see the bottom message), and Haniz responded (the top message). Whether or not Jaclyn was correct about Haniz’s approach to developing the website, email is rarely an effective communication channel to air complaints or to discuss emotionally charged issues.SLIDE 7-24Another action that you can take to constructively address uncivil emails is defusing. Defusing involves avoiding escalation and removing tension in order to focus on work objectives. To defuse the situation when you receive an uncivil email you can try the following:Focus on task-related facts and issues in your reply.Focus on shared objectives and agreements.Express interest in arranging a time to meet in person.If meeting is not possible, attempt to establish a richer channel of communication than email.SLIDE 7-25Email is rarely an effective communication channel to air complaints or to discuss emotionally charged issues. Figure 7.7 presents a more effective response from Haniz to this exchange.SLIDE 7-26Texting is a relatively new and undeveloped form of communication in the workplace, and attitudes toward it vary significantly. Many professionals consider texting in the workplace as impersonal, uninteresting, rude, intrusive, or inadequate. In contrast, other professionals associate texting in the workplace with the qualities of being warm and personal, nice, fun, inviting, and helpful. Texting, therefore, requires a lot of judgment.SLIDE 7-27As you text with colleagues and other contacts, consider the following tips:Evaluate the meta message of a text.Use texts for simple and brief messages, not for conversations.Make sure your tone is positive, supportive, and appropriately fun.Don’t ask questions you can get answers to yourself.Be careful about abbreviated language, emoticons, and acronyms.SLIDE 7-28Texts can be a particularly effective way to send quick notes of support, congratulations, and appreciation to close colleagues (see Figure 7.8). Figure 7.9 shows how texting styles can be mismatched. Haniz uses complete sentences, whereas Jaclyn uses abbreviated language. To communicate better, Jaclyn might consider adopting more standard language conventions to match Haniz’s style and Haniz might consider using some nonstandard language conventions.SLIDE 7-29When texting in the workplace, you should consider the following tips:Avoid sarcasm and jokes in most cases.Avoid rescheduling meeting times or places.Consider turning off sound alerts for incoming texts/emails.Identify yourself.Clearly end the texting exchange.Avoid personal texts during work hours.Avoid sending texts after work hours.Establish rules with your colleagues for texting in meetings.Manage your emails and texts to avoid distractions.SLIDE 7-30Texting and other forms of short messaging are increasingly common during meetings in some organizations. Texting can be used to prompt team members about topics to cover, give quick updates as needed to team leaders, ask for information from colleagues or clients outside of the meeting, and assist teammates in a variety of ways (see Figure 7.10). Some organizations’ cultures encourage this, whereas others strictly discourage it. So, pay attention to the culture of texting at your company. Of course, even where texting is encouraged in meetings, it can also be abused (see Figure 7.11).SLIDE 7-31A variety of research about the brain shows that it is not hardwired to multitask effectively. In most business positions, however, you need to respond to others as soon as possible. How can you stay responsive to others yet focus enough to achieve peak performance in your work tasks? Consider the following guidelines:Check digital messages just two to four times each day at designated times.Turn off message alerts.Use rich channels such as face-to-face and phone conversations to accomplish a task completely.Reply immediately only to urgent messages.Avoid unnecessarily lengthening an email chain.Use automatic messages to help people know when you’re unavailable.SLIDE 7-32Compared to less rich channels, such as email, phone calls generally allow business professionals to connect more deeply, resolve problems more quickly, make important decisions better, and manage conflict more effectively. Keep in mind the following guidelines for one-to-one calls in the workplace:Schedule and plan for your phone calls.Ensure quality audio.Open with a warm greeting and use your caller’s name.After brief small chat, direct the conversation to the issues at hand.Speak with a pleasant, enthusiastic voice.SLIDE 7-33Also follow these guidelines for one-to-one calls in the workplace:Share conversation time equally.Apply the rules of active listening and avoid multitasking.Take notes on important points and summarize next steps at the end of the call.Close with appreciation.Follow up on agreements.SLIDE 7-34Like other forms of business communication, think ahead about your key discussion topics and points. Many phone conversations are much like meetings, so consider sending an invitation with an agenda to your conversation partner (see Figure 7.12 for an example). For less formal conversations, at least plan your purpose and major points to cover. Out of respect for your conversation partner’s time, let them know roughly how long the call will take.SLIDE 7-35Many professionals often don’t follow through on commitments they make to each other on calls. This happens most often when neither person documents the content and agreements of their conversation. Consider sending a message within a few hours of your call while the conversation is still fresh in your minds (see Figure 7.13 as an example). This dramatically improves the likelihood that you will accomplish your shared objectives.SLIDE 7-36You’ll also have the opportunity to participate in conference calls. Sometimes you’ll have video and other times you won’t. You’ll sometimes use high-end videoconferencing platforms and other times use web conferencing tools such as Google Hangouts and Skype. Many of the tips that were discussed for one-to-one calls apply, as do the guidelines for effective virtual meetings discussed in Chapter 3. In addition, consider the following tips:Practice using the technology before the group call.Use your webcam effectively.Use interactive tools wisely.Start the call with purpose and take charge.Follow the guidelines of effective virtual meetings.SLIDE 7-37After studying chapter 7, you should understand the following topics: tradeoffs of richness, control, and constraints with a communication channel; writing effective emails; emotion in online communications; effective texting in the workplace; digital message overload; and effective phone conversations and videoconferences.Suggested Approaches and Solutions to Learning ExercisesIn these suggested approaches and solutions, you’ll find key points to look for in students’ responses.7.1 Chapter Review Questions (LO 7.1, LO 7.2, LO 7.3, LO 7.4, LO 7.5, LO 7.6)Good responses should explain that spoken communication has more richness, both in terms of immediacy and cues; that written communication usually has more control because of the characteristics of planning and permanence; that spoken communication can vary widely in both the coordination and resources aspects of constraints; and that the constraints of written communications are generally low.Responses will vary widely. Students should be rewarded for providing concrete examples and identifying strengths and weaknesses that are well reasoned and justified.Good responses should include elaboration on the following principles: providing short, descriptive subject lines; keeping messages brief yet complete; clearly identifying expected actions; providing a descriptive signature block; and using attachments wisely. Students should be rewarded for providing concrete examples and adding additional principles that are well justified.Good responses should include elaboration on the following principles: selecting message recipients carefully; providing timelines and options; rarely if ever using the priority flag; letting others know when you can respond completely; and avoiding ineffective email chains. Students should be rewarded for providing concrete examples and adding additional principles that are well justified.The neutrality effect means that readers tend to interpret positive messages as neutral, and the negativity effect means that readers tend to interpret neutral messages as negative. Students should be rewarded for carefully explaining how these principles impact digital communications in the workplace.Good responses should include elaboration about the following principles: checking emails a few times each day at designated times; turning off message alerts; using rich channels when possible; replying immediately only to urgent messages; avoiding lengthy email chains; and using automatic reply messages appropriately. Students should be rewarded for providing concrete examples and adding additional principles that are well justified.Reinterpretation involves readjusting your initial perceptions by making more objective, more fact-based, and less personal judgments and evaluations. Relaxation involves releasing and overcoming anger and frustration so that you can make more rational and less emotional responses. Defusing involves avoiding escalation and removing tension to focus on work objectives. Students should be rewarded for providing concrete examples.Good responses should indicate an understanding of the following principles for texting: evaluate the meta message of a text; use texts for simple and brief messages, not for conversations; make sure your tone is positive, supportive, and appropriately fun; don’t ask questions that you yourself can get answers to; be careful about using abbreviated language, emoticons, and acronyms; avoid rescheduling meeting times or places; consider turning off sound alerts for incoming texts; identify yourself; end a texting exchange clearly; avoid personal texts during work hours; avoid sending texts after work hours; establish rules with your colleagues for texting in meetings; and manage your emails and texts to avoid distractions. Student responses about which of the principles for texting are the most important will vary widely. Students should be rewarded for providing well-justified reasons for their choice.Good responses should include an understanding of the following strategies for phone calls in the workplace: Schedule and plan for your phone calls; ensure quality audio; open with a warm greeting and use your caller’s name; after brief small chat, direct the conversation to the issues at hand; speak with a pleasant, enthusiastic voice; share conversation time equally; apply the rules of active listening and avoid multitasking; take notes on important points and summarize next steps at the end of the call; close with appreciation; and follow up on agreements. Students should be rewarded for providing concrete examples and for including other, well-reasoned strategies.7.2 Communication Q&A Discussion Questions (LO 7.1, LO 7.2, LO 7.3)Norris employs several strategies. She generally uses the communication tools that others prefer to use. She explicitly states that she does not want to force her choice on others. She also mentions the importance of using richer, face-to-face communication for important messages. Student responses about agreement with Norris will vary widely. Students should be rewarded for provided well-justified reasons for their choices.Norris mentions that a company intranet is useful for posting and sharing documents, providing and reviewing project status updates, and watching webcasts.Norris thinks that email is excellent for point-to-point communication of routine messages. She recognizes that email messages are easy to track and search. She thinks one disadvantage is that they fail to facilitate effective dialogue for important issues. Student responses about agreement with Norris will vary. Students should be rewarded for providing well-justified reasons for their choice.Norris views face-to-face conversations as essential for building rapport and developing relationships. She views the personal touch as essential to making change happen within organizations. She does not explicitly mention any drawbacks, but she does explain how other communication channels can be efficient and would likely think face-to-face conversations are sometimes less efficient. Student responses about agreement with Norris will vary. Students should be rewarded for provided well-justified reasons for their choice.Responses will vary. Students should be rewarded for any careful, self-reflective, and goal-directed responses.7.3Information Overload Due to Digital Messages (LO 7.5)Responses will vary. Students should be rewarded for their careful, self-reflective, and goal-directed responses.7.4 Internet Communication Taking Over (LO 7.1, LO 7.4, LO 7.5, LO 7.6)Responses will vary. Reward students for carefully constructed and nuanced responses. Also, reward students for self-reflective and goal-directed comments.7.5Evaluating Email Messages (LO 7.2)Responses will vary. Reward students for carefully constructed and nuanced responses. Also, reward students for providing specific and valuable recommendations.7.6 Description of Past Work or School-Related Emails (LO 7.2)Responses will vary. Reward students for carefully constructed and nuanced responses. Also, reward students for self-reflective and goal-directed comments.7.7 Self-Assessment for Email Practices (LO 7.2)Responses will vary. Reward students for carefully constructed and nuanced responses. Also, reward students for self-reflective and goal-directed comments.7.8 Assessment of Prior Email or Other Electronic Communication (LO 7.2, LO 7.3)Responses will vary. Reward students for carefully constructed and nuanced responses. Also, reward students for self-reflective and goal-directed comments.7.9Responding to Cyber Incivility (LO 7.3)Responses will vary. Reward students for carefully constructed and nuanced responses. Also, reward students for self-reflective and goal-directed comments.7.10Responding to Digital Messages and Managing Your Time (LO 7.5)Responses will vary. Reward students for carefully constructed and nuanced responses. Also, reward students for self-reflective and goal-directed comments.7.11Choose the Right Communication Channel (LO 7.1)Responses will vary. Reward students for carefully constructed and nuanced responses. Also, reward students for providing specific and valuable recommendations.7.12Language Mechanics CheckReview the quotation marks, italics, and parentheses rules in Appendix A. Then, rewrite each sentence to add quotation marks, italics, and parentheses where needed.The term big data gets misused and overused at marketing conferences. (I1)Geraldine gave the speech “Making Big Data Work for You.” (Q3)A Wall Street Journal reporter interviewed her after the speech. (I3)She has received the Marketer of the Year Award twice (2007, 2011). (P1)I think her key catchphrase was “big data is a big mess without planning.” (Q2)Big data refers to the exponential growth in data volume, data velocity, and data variety. (I2)Geraldine cited a study called “Managing Big Data” in the Journal of Marketing Science. (Q3, I3)She sent us the slide deck (an attachment in a May 15 email) with all the findings from her study. (P2)After finishing her presentation, she told our employees, “I’m happy to help your marketing team make a plan to use big data in your business.” (Q1)She told us that we could find a lot of useful information in the Harvard Business Review and MIT Sloan Management Review. (I3) ................
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