1 Whoever did that...come on.

Theres enough douchebags we have to deal with at this school Can We All Just Get Along? you, in the red. You rock

BUS100W Final Study Guide Fall 2012 Materials to Read This study guide is NOT comprehensive. You are responsible for all the reading material assigned and everything said and discussed in lecture. Make sure that you thoroughly read all three BOOKS. Other material that are posted on the ilearn and whatever was discussed in class room is also fair game and questions might appear from these material and the discussion in the classroom. The format of exam has only multiple choice questions. The exam has 40 questions. You have 120 minutes. We will start the exam promptly at 8:15 and end the exam at 10:15.

Revising Business Prose

What is meant by the Official Style? Writing style typically seen in Legal/politics. More passive writing with excessively long sentences. Displaces the action from the verb to noun. Strive to disguise the author. bureaucratic style What is Lard Factor? excess words (fat) in a sentence that do not aid in communication How is it calculated? to find the lard factor in your writing, count all of the words in the original version, remove as much as possible, then count again (Old revised) / old What is the average lard factor in the official writing? 50% What are the 8 steps in the Paramedic Method? (1) Circle the prepositions. (2) Circle the is forms.

(3) Find the action. (4) Put this action in a simple (not compound) active verb. (5) Start fast (6) Write out each sentence on a blank screen or sheet of paper and mark off its basic rhythmic units with a /. (7) Mark off sentence length with a /. (8) Read the passage aloud with emphasis and feeling . Why does it make economic sense to use the paramedic model or similar methods to cut down on the Lard Factor? Less paper, 3 times quicker to understand 1/2 paper cost 1/2 keyboard cost 1/2 time to read

Chapter One
What factors affect the communication level in an organization? The nature of the business is one; the business operating plan affects the amount of internal communication; the business relation to its environment also influences its communication; people who make up a business affect it volume of communication; organizational culture geographic dispersion of the operations of a business (pg 12): The Variation in communication Activity by business) nature of business, operating plan, business environment, geographic dispersion, people, company culture New tech, Global nature of business, growing diversity (F pg 6) What are the types of communication that takes place in an organization? Internal operational(Formal): ongoing discussions senior managers undertake to determine goals and processes of the business, the order supervisors give employees... - External operational ,and personal (Informal).(F Pg8): this include direct selling; advertising, radio television messages, newspaper... What is grapevine and how do you deal with it?

Internally , the communication network is known as the grapevine. it carries much gossip and rumor. It carries far more information than formal communication system, and it is more effective in determining the course of an organization. Managers find out who the talk leaders are and give them the information that will do the most good and will make management decision that will cultivate positive talk. managers will be sensitive to the informational network and manage in such a way as to encourage talk that is beneficial to the company. The informal lines of communication in an organization(F pg 11) How do you deal with personal communication at workplace? Embrace it, use it to make and sustain relationships What is adaptation? Changing to the situation (adapting to your audience) What are the typical steps in the process of communication? 1. the initiating communicator Sense a communication need Define the situation Consider possible communication strategies Select a course of action Compose the message Send the message 2. the recipient: Receive the message Interpret the message Decide on a response Reply to the message (F pg 14)

Chapter Two
What are the three stages of the writing process? (F p. 23) 1) Planning 2) Drafting 3) Revising What is direct order versus indirect order? When do you use them? Direct = conclusion/main point 1st . used for good/neutral news Indirect = proof , conclusion. used for bad news (F. pg 25)

What is the main difference between a letter and a memorandum? Letter is more formal and usually used to communicate with people outside the company. Memos are internal only and more casual What are some advantages of emails? No phone tag, save time, decisions, cheap, written record What are some disadvantages of emails? Not confidential, emotionless, may be ignored or delayed What are some rules for writing effective emails? Consider formality, be concise, clear, courteous, correct What does the format of a typical letter entail? Heading, body, goodwill message - date, inside address, salutation, body, and complimentary close. -sometimes needed - attention line, subject line, return address, and enclosure information. What are some limitations on Text Messaging? Limited characters to 160, need essentials only (pg 34) informal (?)

Chapter Three
How do general purpose and special purpose tables differ in their placement and contents? General Purpose: cover a broad area of information (pg 44) usually placed in the appendix Special Purpose: are prepared for one special purpose: to illustrate a particular part of a document or presentation, belong in the text near the discussion of their contents (pg 45) Different interpretations and evaluations What do you do if rows are too long? Can you use zeros to indicate absence of information? - row heads may be repeated at the right if the rows are too long (page 45)

Yes, but it can skew the information, it is generally better to Instead use N/A (not applicable) or a dash (-) indicating there is no available info for that entry.

What is a Pull Quote and when do you use it? Emphasizes key points. Pulled from part of the text. It is useful when the content of a document does not lend itself naturally or easily to other visuals.

What is a Gantt Chart? What is a Flowchart? Gantt: visual presentation of planning/scheduling activities. Flow Charts show the sequence of activities in a process. - Organizational Charts show the hierarchy of departments and divisions in an organization. Why do you use simple bar & column charts? Simple bar and column charts compare differences in quantities by differences in the length of the bars representing these quantities. When you need to compare two or three different values in one chart across other variables you can use a clustered or multiple bar or column chart.

What is a bilateral column chart? What is a stacked column chart? What is a pictograph? Use a bilateral chart when you need to show plus or minus difference (F p.49) Stacked column charts to compare subdivisions of columns (F p.49) A pictograph is a bar or column chart that uses bars made of pictures of what is being compared (F p.50)

When do you use a Pie Chart? When do you use a line Chart? A pie chart is commonly used for comparing subdivisions of a whole

Line chart is useful in showing trends- changes of information over time.

What is a mashup? Mix of all different visuals (google maps) - Visuals created from separate data files to form a new visual

Chapter Four
How does adaptation work when dealing with multiple audiences? Consider what to write and who is the audience. Also, what you want to accomplish.

What is active versus passive voice in writing? Active says who is kicking who. Takes ownership. Verbs that take direct objects(active) vs. ones that dont.(passive)

What is the difference in effect in using verbs, adjectives, etc? Action, description, etc

What does it mean to be concrete? Not vague, be specific. Gives numbers. - Give sharp and clear meanings.

What are some of the main differences between old and new business writing? Old is not possessive and blameless tries to get around things. New is direct and to the point

What are rubber stamps and clichs ? Popular expressions. Avoid using them

What is the You-View point? Places the readers interests & perspectives first. Emphasizes you and your and avoids we and our. (F p. 90) When do we use positive words in business writing? When possible. Use them as a buffer for bad things What is good will? Personalized ending to wish for further business - final comment at the end of a letter

Chapter Four
What do readability studies suggest to us concerning (F pg77): a) length of sentences Short and interesting b) difficulty level of sentences Not too hard. Easy is easier to understand and clear How does the length of sentences affect emphasis? Shorter = more emphasis

What are cluttering phrases? Unnecessary phrases in sentences. Get rid of them How do you report findings in a report? Be clear and prove it - be ordinary and objective communication, only report what the conclusion is

What is the unity rule for sentence structure? Remove unrelated ideas. No excessive details What are some characteristics of a good paragraph? - talk about one thing Short, with unity, with good use of topic sentences, coherent How do you accent the positive? No negative words emphasis by position: beginning and ending receive more emphasis. emphasis by volume:devoting more space (writing to one topic than another). This can help accent positives and hide negatives easier

Chapter Five
What is the main purpose of preliminary assessment of the audience? Adapt to the readers . Assume their reactions and respond to it.(F Pg 96) Main purpose is to determine the readers probably reaction-positive, neutral, or negative. This is important so one can know how to act: direct (if positive or neutral) indirect (if negative )

What are the three parts of the General Direct Plan? Begin with the objective (f. 96) Covering the remaining part of the objective End with adapted goodwill What are some of the categories that are covered under the General Direct Plan Explain the structure of each of these categories of correspondence: Routine Inquiries: begin directly with the objective. (either ask a specific question, or make general request). include necessary explanation. Have the questions stand out. End with goodwill. General Favorable Responses: Tell the readers what they want to know. Be direct. Begin with the answer, Identify the message being answered, logically arrange the answers, skillfully handle the negatives, include extras, and end with a comment.

Adjustment Grants: Happy situation for customers. Overcome negative impression & regain lost confidence & direct & positive begin directly with good news. incidentally identify the message you are answering. avoid or de emphasis negatives that recall the situation being corrected. regain lost confidence through explanation or corrective action. end with friendly, positive words. Order Acknowledgements: thank you for business Thanks & added benefit & incentive & goodwill= give the status order. include some goodwill--acknowledging incidentally, reselling, sales talk, or such. include a thank you. if there is a problem (backorder), report frankly assuming some problems are expected, or use a tactical approach to get needed information on vague orders or to report back orders. close with adapted, friendly words. Direct Claims: usually unhappy news of what went wrong Direct claim & Explain issue & Goodwill & Firm & courteous begin directly, tell what you need. if too harsh, soften it with a bit of an explanation. explain the facts, so the reader can understand the claim. end positively, on a friendly but firm note,

Chapter Five
What is meant by Operational Communication? Exchange information needed in conducting the companys work What are the three levels of formality in Operational messages? (casual, moderately formal, highly formal) pg 121-122 What are the four rules of writing operational message (1) Organize in direct order (2) Choose the appropriate tone (3) Be clear & Courteous (4) Order the information logically

Chapter Six
What is the general Indirect Order Plan?

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Using a strategic buffer Setting up the negative news Presenting the bad news positively Offering an alternative situation Ending on a positive note, goodwill How do you write an Adjustment Refusal? a special type of refused request Determine the strategy - Set up reasoning - Make your case - Refuse politely and close courteously Opening: Begin with words that are on subject, neutral, and set up the message. Body: Present the strategy that will explain or justify. Make it factual and positive. Lead systematically to refusal. Then, refuse--clearly and positively. Ending: End with forward looking, friendly words. How do you make negative announcements? Follow the general indirect plan and attempt to positively announce the bad news. use a buffer, cover bad news positively, end with appropriate goodwill. What is involved in developing a strategy to refuse a request? Why are you refusing the request Set up the explanation and present it convincingly Handle the refusal positively and compromise when practical End with goodwill Refusals could be adjustment refusals, credit refusals, request refusals. to say no and to maintain goodwill begin with words that identify the subject, are neutral, and set up the message. present reasons using positive language and you-viewpoint. refuse clearly and positively, embedding where possible to de-emphasize the negative. include counterproposal or compromise when appropriate. end with adapted goodwill comment.

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Chapter 7
What are the three different types of persuasive messages that we can write? - logos, ethos, pathos Sales messages, Requests, proposals WHICH CATEGORY DOES A PROPOSAL FALL INTO? proposals are persuasive Proposals can be internal/external & solicited/unsolicited . Proposal falls into pathos. Emotion plays a large part on proposal How do you structure a persuasive message? Plan Get attention Develop the appeal Make request clearly & positively Summary open with words that set up the strategy, gain attention. present the strategy (the persuasion) using persuasive language and you viewpoint. as a logical follow up, make the request clearly and without negativities. end the message with the request or with words that recall the appeal What is the main function of the introduction to a persuasive message ? Get the attention of the reader How do you use the subject line in an email that contains a persuasive message? Attention getting you focused question What are some of the considerations that go into designing a package that contains a sales message? Appeal & mailing method What is the organizational pattern that is generally used for a persuasive message? Purpose Background Need / plan / benefits / Costs / & particular evidence of ability to deliver / conclude

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What is the difference between a benefit and a feature? Benefits = intrinsic/extrinsic, things that the consumer will get. Feature is an aspect of the product(F:152) What is the difference between intrinsic and extrinsic benefits? Intrinsic = immediate benefits tightly linked to what was done Extrinsic = things that come with the task(F: 152) What is Scenario Painting? Description that pictures the reader in a sample situation enjoying the promised benefits(F:153) What are the three forms of an appeal you can make to a person so that your persuasive message is successful?(F:153) Targets the Logic (Logos) , Emotions (pathos) or character of the speaker (ethos).

Chapter 8
What is meant by a short report? What does it normally contain? (F p242) A basic report that has a Title page and report text. a short report has short problems and informal contexts need a simpler makeup. short report:title page, body long report: title fly, title page, (letter of authorization, acceptance, transmittal), table of contents, executive summary, intro, body info, conclusion What is the process involved in writing reports?(F197) Investigation Need for a clear problem- involves revisiting other steps(recursity) Determine the factors Gather info Interpret Organize Write What are different ways of stating a problem? How do you analyze a problem? State the report of the problem & its purpose. Analyze the problem by determining the factors What do we mean by primary and secondary research? What are the various forms of each? Primary is done by the researcher (e.g. books already published, websites), primary: company records, survey, observation,qualitative

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research, experimentation. examples: interviews, autobiographies, speeches, diaries, etc secondary done by others (e.g. Surveys, reports ) Secondary research is research using data compiled and interpreted by someone else. It is usually library and online research. (f199)

What are some of the good sources for gathering company information news on business trends? Business resource center, business source premier, nexis nexis academic, factiva Why do you use an outline?(f226) See the logical structured of the contents -it helps groups things that go together, order them logically, and relate ideas in terms of levels of generality (hierarchy), provides for efficient and orderly drafting What are some important characteristics of outlines and headings? 1. Organization by division- [look at exhibit 8.17 (pg 228) for a visual] 2. division by conventional relationships- divisions must be equal in length or importance (TIME, PLACE, AND QUANTITY, ARE THE GENERAL BASES FOR THESE DIVISIONS) 3. multiple division possibilities headings should be concise, have a variety of expression, have parallelism, have formatting decisions,

Chapter 8
What is meant by Parallelism of headings? Word headings in similar manner. sentences are consistent. verb tense are the same. same sentence structure What are the different categories of statistics used to analyze quantitative data? What is the difference between probability and nonprobability based samplings Probability: Samples based on chance selection. Every element in the population has a known nonzero probability of selection. (Random , Stratified random (subdivided groups) , Systematic(random for practical purposes) , area/cluster sampling)

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Nonprobability: Samples based on an unknown probability of any one of the population being chosen. (convenience, quota, referral) -probability based sampling procedures?

What are the different types of probability sampling? Random , Stratified random (subdivided groups) , Systematic(random for practical purposes) , area/cluster sampling(F216) What is a pilot study?(F222) Test study on a small scale A pilot study is a small-scale version of the actual survey. (PURPOSE: is to test what you have planned) THINK ABOUT TV SHOW PILOTS!: They launch pilots for tv shows to test the shows popularity for their first launch episode. What is a focus group? Demographically diverse group of people led in a guided discussion Focus groups help bring together groups to learn their beliefs or attitudes about the research topic. What do you do to test your survey questions? Do a pilot study of your questionnaire and working plan test the plan to make modifications How do you write good questions for questionnaires? Make them easy to understand Seek Facts Get information that can be remembered Plan the layout Use scaling when appropriate Ask only for information that people can reasonably be expected to remember. What are some of the common problems with questions that you need to avoid in a questionnaire? Avoid leading questions that may in some way influence the answer. Avoid personal /prejudices/pride

Chapter 9
What factors determine if you write a long or a short report?

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The level of formality formal context require a more elaborate makeup (long report). informal contexts need a simpler makeup (short reports) What are the various parts of a long report ? Title fly , title page, transmittal message, table of contents, executive summary. What are the various parts of a short report? Title page and the report proper When you move from a long report to a short report, which parts of the prefatory parts may be combined ? Which parts will drop out? Table of contents and Title fly are dropped Transmittal and executive summary are combined

Chapter 10
What are some elements of good listening? How do you improve your listening habits? How do pitch, style, volume, and style relate to each other? When do you emphasize materials in your talk? How do you deliver an effective speech? What are some of its components? What are some of the commandments of good listening?* What are some of the most popular methods of presentation?

Listening
Why is listening important? To make effective decisions with all the information we have How can we improve listening for our audience? Change Attitude-teach yourself new and productive attitudes , -Habits-Breaking old habits by catching yourself in the act of doing it. ex. having a habit of interrupting people and asking those people to let you know when you are doing it or catching yourself doing it. - techniques-the way in which you listen. ex. be more of an active listener than passive Why is it that most of us have problems listening? Over assertiveness, internal mental competition, Assumptions about the speaker, assumptions about the situation , and laziness Can you become a better listener? How? What are some of the techniques that are suggested in the textbook?

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Yes we can become a better listener. By listening to the whole message, listen for the meaning not just the facts, listen for feelings and giving the speakers signs of interest and understanding. What is filtering in this listening context? intention for listening and listening to only that which interests you. Ex. listening to a family member is different than listening to your manager.

Public Relations
What is the purpose of the public relations? Inform the public, persuade the public to modify attitudes and actions, and integrate attitudes and actions of an institution with its publics. Keep the image of a company. What are the three types of objectives that you can have for PR campaigns? Maintain a brand image, establish an non-existing image, repair a damaged image & crisis control What is the difference between PR and advertising? PR is free. Advertising is paid for. -PR is company as a whole. Advertising is a specific product FOR EXAMPLE: Starbucks prides themselves on maintaining a good customer to employee basis (good relations), therefore they are promoting themselves as a brand or company...giving customers a feature to remember them by..This is PR. Advertising could be seen as simply Starbucks promoting (commercials, ads, fb) their new coffee flavor and persuading people to purchase it. Why is PR more challenging nowadays than before? Social media, internet, faster spread of information

Culture
What is meant by Organizational Culture? The collective programming of the mind that distinguishes members of one group from another What or who sets up and creates the organizational culture?

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The top management has a large say. The book is socially constructed! What are the six types of organization culture in Hofstedes article? (1) Process v results oriented- a concern with means versus a concern with goals (2) Employee v job oriented- a concern for employees versus getting the job done;in employee oriented cultures, people felt that their personal problems were taken into account and decisions are made by groups. in job oriented cultures, people feel a strong pressure in getting the job done; the org is interested only in the work employees do. (3) Parochial v professional- opposed units whose employees derived their identity largely from the organization to units in which people identified with their type of job. (4) Open v closed- in an open culture, members considered both the org and its people open to newcomers and outsiders; they believe that almost anyone can fit in and would only take a couple of days to do so. In a closed culture, the org and its people were felt to be closed and secretive, even among insiders; members felt that only special people would fit in to the org and that new employees needed more than a year to do so. (5) Loose v tight- people in loosely controlled units people felt that no one thought of cost, meeting times were only approximate and jokes about a company were frequent; people in tightly controlled units described their work environment as cost-conscious, meeting times were punctual, and jokes about a company were rare. (6) Normative v pragmatic- normative units perceived their task toward the outside world as the implementation of inviolable rules and major emphasis on following organizational procedures and less importance on results; pragmatic units were market driven and major emphasis on meeting a customers needs PRAGMATIC = SERVICING CUSTOMERS NORMATIVE = FOLLOWING COMPANY PROCEDURES

How does organizational culture affect communication?

Fully immersive. Culture affects structure, strategy, and control.

What is meant by the national culture? What is the relationship between organizational and national cultures?
National culture overlaps and encompasses organizational culture.

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national culture is more focused on values, while organizational culture is more concerned with practices. National culture is learned when we are young, through our environment, families etc. Organizational culture plays a larger role when one is in adulthood, works for an organization. School is a balance of practices and values.

Cross National
What is meant by High Context Culture? Hopefully this link helps define high & low context HIGH CONTEXT: TRUST BASED LOW CONTEXT: LOGIC BASED http://www.cascadebusnews.com/business-tips/networking/154-highcontext-a-low-context-cultures this one is clearer http://www.marin.edu/buscom/index_files/Page605.htm Focus on what is not said and the sub contexts. You read between the lines and focus on non-verbal communication. What is meant by Low context Culture? Focus on what is said rather than body language and nonverbal communication How is deductive reasoning and inductive reasoning related to low and high context cultures? Deductive leads to a specific reasoning. Inductive leads to generalization Deductive: begins with a statement that applies to all members of a group an concludes with what applies to one applies to all low context. --- Inductive: Begins with specific examples and tries to draw general conclusions from them.-high context inductive reasoning. My friend had a Honda and it was very reliable. My dad also had a Honda and that was reliable; therefore, Hondas are reliable cars. Examples of Deductive Arguments General Rule: A is B, B is C. Therefore, A is C. All dogs are mammals. All mammals have kidneys. Therefore all dogs have kidneys.

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Since all squares are rectangles, and all rectangles have four sides, all squares have four sides. All chemists are smart, since chemists are scientists and all scientists are smart. (Note: Although the conclusion is probably false, the flaw in the argument is that one of the premises is presumably false; it remains true that if the premises are true, the conclusion must also be true.) Since all men are mortal, and Socrates is a man, Socrates is mortal. The sun is a star; the sun has planets; therefore some stars have planets. Examples of Inductive Arguments All swans we have seen have been white; therefore all swans are white. All swans we have seen have been white; therefore the next swan we see will be white. All known planets travel about the sun in ellipitical orbits; therefore all planets travel about the sun in ellipitical orbits. Exploration of the surface of Mars has produced some surprising facts. Therefore exploration of the surface of Jupiter will produce some surprising facts. Since Chris is a good athlete, Chris's sister must be a good athlete also. What is the relationship between direct versus indirect methods and low and high context cultures? Direct low ..indirect high context. Intercultural Communication What are some of the general misconceptions that we have when we deal with other cultures? Everyone is like me Others lack my advantage Differences dont matter I speak the language They will see that im sincere They have to respect my knowledge We are all interested in the bottom line What are some the characteristics that are peculiar about dealing with Chinese culture? Appreciate attempts to speak language, food linked with business discussion and decision making, formal events bring a wrapped gift , develop relationships, consider things behind the contract, maintain

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formality after friendship develops, enjoy their culture/country, avoid poverty talks, leave details unspecified How do you find information about various cultures? Cultural training OR the Embassy/Consulate, visit the country, learn the language, ask someone who recently visited a place What are some of the dos and some of the don'ts when dealing with people from different cultures? Avoid slang and idioms Slow down speech Check for understanding

Leadership Change and Culture

What kind of a culture facilitates upward communication? Open and direct What is the relationship between leadership change and Organizational cultural change? Connected. Leaders will influence the culture How has the White House culture changed since the leadership changed? Open and relaxed

Team Work
Why have teams? To improve performance. Use the skills of many to do so Why is it important to increase or improve the performance of teams? To do better. there is a large use of teams,T__T What are some of the factors that make teams successful? Shared Team Objective Knowledge of what to do Equipment to do it Ability to do it Desire to do it What are some of the behaviors that are expected in team environment? Participating, rely on others, sharing, considering viewpoints, delay judgment, toleration, seek alternatives, supporting What are some of the behaviors that are not permissible? Agree with everything, attacking personality, being inconsistent, binding others behavior, changing subject w/o explanation, Chatting

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Various types of teams What are some of the differences between virtual teams and regular teams? Virtual ; people aren't in direct contact, but through new technology virtual teams can work on a 24/7 basis Why is it more important to communicate well in a virtual team? Different culture and the increase level of difficulty to communicate. What is the MANTRA of a virtual team? Communicate, collaborate, coordinate, and communicate some more . What are some of the important factors for choosing team members? -choosing members who have certain specialties, abilities that can help strengthen the group in order to achieve a goal What are some of the issues about executive teams decision making? Majority effect: team members who agree with a particular position, the rest of the team is likely to adopt that position whether it is right or wrong Minority Viewpoint minorities must be consistent in their viewpoint over time to be persuasive. If they compromise or show inconsistency, they will have no impact. The Abilene Paradox : group of people collectively decide on a course of action that is counter to the preferences of any of the individuals in the group. It involves a common breakdown of group communication in which each member mistakenly believes that their own preferences are counter to the group's and, therefore, does not raise objections. A common phrase relating to the Abilene paradox is a desire to not "rock the boat". Groupthink - psychological phenomenon that occurs within groups of people, in which the desire for harmony in a decision-making group overrides a realistic appraisal of alternatives. Group members try to minimize conflict and reach a consensus decision without critical evaluation of alternative ideas or viewpoints.

Stages & Roles in Teams

What are the six typical stages of a Teams life cycle? (1) Forming - people get to know each other

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(2) Storming - differences are barred CONFLICT (3) Norming - individuals become comfortable with each other (4) Performing - team is working well together (5) Testing - test completed pieces of projects (6) Adjourning - the wrap up CONFLICT What sort of roles can you play in teams? Project manager ,Requirements analyst , localization manager, Marketing ,regulatory affairs - Design developer ,Documenter , testing/quality assurance, & manufacturing/ packaging. What are some of the important ground rules about teams? Create common expectations, encourage desirable behavior, enhance self management, help new members, bring problem behavior back into line Why is it that some people behave in a way that is not conducive to teams performance? May not agree with things, dislike of people, dislike of job.. Many reasons What are the typical stages of a team development? Forming, Storming, Norming, Performing, Testing and Adjourning

An Overview of Virtual Teams

The virtual team, A work arrangement in which a group of people share responsibility for goals that must be accomplished in the total, or near total absence of face to- face contact. Fits the needs of our faster pace global environment Need to move resources faster Competitive factors Advent of information technology and social media tools Some challenges of virtual Team leaders Know the challenges of virtual team leaders and how you can overcome these challenges: Building relationships Performance, skill evaluation and promotions Keeping everyone in communication loop Knowing capabilities of team members

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Team building activities Effective use of emails Dealing with conflict Cant wander around and walk around Some solutions For Virtual Team Leaders (LEARN) Active Listening Ask questions and paraphrase what you heard Effective Communication Choose your words carefully and give balanced feedback Avoid Ambiguity Share information and encourage participation in a safe environment Respect differences Learn something about their culture, language, news, etc No Judgment Do not jump to conclusions Types of virtual teams Know the various types of virtual team and differences among them in terms of membership: *Types of Virtual Teams - Networked teams: membership= fluid, Used in consulting/ tech companies to answer questions by utilizing internal/ external contacts. - Parallel Teams: Membership= distinct, short term, look @ orgs processes & problems and make Recommendations. Have other responsibilities to main job. low member involvement. -Project/ product development: membership= distinct, long period of time, authorized to make decisions not just suggestions. membership varies - Production teams: clearly defined membership, found in one department or have one function. -Service teams: follow the sun, one group works to fix problems, then next day another group in another time zone continues the work.Service/ tech support teams management teams: integrate activities across business functions. Long life span. Moderate member involvement. Top management team.

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-Action teams: Teams mobilize to offer an immediate response in reaction to events or emergency Situations. News/ weather teams. membership varies perform complex tasks that vary in duration and take place in highly visible and challenging circumstances. ex sports teams, surgical team, music group, expedition team -Offshore teams: software development & outsourcing, company subcontracts works to an offshore Provider Conflict Resolution in Teams How do you resolve conflict in teams? -Calm down and communicate -Openly & Directly -Process observers must be empowered to bring conflict problems to light while they are still minor problems. What is RISC? - To minimize conflict during feedback stage Report the facts Impact- say what the impact of the behavior causing the conflict is on the team Specify what kind of behavior you prefer State the Consequences: what are the consequences if behavior if is not corrected? What is PAUSE? In response to RISC one must PAUSE to minimize defensiveness in your reaction. - Paraphrase Ask USE time What can you do to reduce the conflict? Learn how to give and receive feedback In what stages of team formation can you expect to see more conflict? Adjourning stage, storming What are some behaviors that are used to avoid direct conflict, but in the long term might create more conflict? (hint: stamp collecting) Triangling (talking behind someone's back) & stamp collecting (old resentments)

Problems that May Occur in Teams

Know the following issues: Majority effect

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- Group members may agree w/ majority so they wont be shunned by the group. - Anonymity is key to combat this conformity. - Encouraging the presence of a dissenter also helps combat conformity. Minority Viewpoint Minority group stand solid on their PoV to gain more power -Must be consistent in their position - greater success persuading in private or indirectly - The dissenter must be confident, consistent, and willing to pay a price. The Abilene Paradox Aim to avoid conflict and do not make choices - Coined by Dr. Jerry Harvey to describe irony when teams take action no one wants just to avoid conflict. Groupthink All think alike to avoid conflict in direct contradiction to what they think - Coined by Irving Janis in 1971 to describe the phenomenon of team members succumbing to team pressure even when it directly contradicts their values and goals. More on Team Issues Blind Spots and Blocks Blind spots limit us because we lack the runway length required to let our ideas take off; we impose constraints that prevent us from understanding the goal, coming up with solutions and choosing the one that works best. Relationship Conflict Limits decision ability, increase stress , + bad behavior Dysfunctional Roles roles that are disruptive to genuine efforts to improve team effectiveness and satisfaction. - showing aggression, blocking, recognition seeking, withdrawing, dominating, and distracting. Dictator by Default Syndrome

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When team cannot decide, team turns to CEO or group leader to make the final decision. This cause some team members to feel unhappy with the ultimate result.

Material Past Midterm Starts below

Chapter 10 What are some of the elements of good listening? sensing:sensing sounds- how well our ears can pick them up interpreting: enables you to give meanings to the symbols you sense and remembering:we retain little of what we hear How do you improve your listening habits? concentrating on the activity of sensing 1. choose to listen (listening is a willful act) 2. make an effort to pay attention 3. Choose active listening 4. Think how the speakers think 5. Remember what you hear How do pitch, style, volume, and articulation relate to each other? The way you use your voice tells a lot about you: your sincerity and enthusiasm; control of your voice will decrease nervousness. Controlling your voice is mostly a matter of recognizing and using appropriate volume, rate, pitch and articulation when considering volume, rate and pitch: emphasis must be kept in mind change in volume, pitch (highness or lowness of your voice), or rate will result in emphasis pausing or speeding up your rate will suggest emphasis rate: talking too quickly makes you unintelligible; too slow boring. involvement in your message is key to achieving an effective rate When do you emphasize materials in your talk? volume can be used to emphasize an idea: words you either whisper or scream will be emphasised by their volume: example: a Lincoln Continental says Ive got money but a Rolls-Royce says: I'VE GOT MONEY! Articulation (the final auditory nonverbal behavior) is the most IMPORTANT (It means saying all the parts of all the necessary words and nothing else) Incorrect articulation is nothing more than careless articulation

27 mistakes in articulation result in: slurring, adding superfluous phrases, substitution for an incorrect sound, deleting and leaving out part of a word) Emphasize courtesy in your conversations How do you deliver an effective speech? What are some of its components? Voice Quality - Analyze your own voice, see how you can work on improving it Style - Three parts of voice quality blend together: Pitch, speed, and volume . It gives personality Word Choice - Use words that the audience will understand. The words should not talk down to or above the listener Adaption - Fitting the message to the intended listener. What are some of the commandments of good listening?* Sensing - being attentive to listening. Concentrate on what the person is saying Interpreting - Giving meaning to the message Remembering - Try to remember what the speaker is saying even though it can be difficult. F p278: 1. Stop talking 2. put the talker at ease 3. show the talker you want to listen 4. remove distractions 5. emphasize with the talker 6. be patient 7. hold your temper 8. go easy on argument and criticism 9 ask questions 10. stop talking! What are some of the most popular methods of presentation? memorized: the most difficult and the most hazardous. Very few people can

memorize long strings of words. And you run the risk of forgetting a word or two and getting thrown off or confused.
Extemporaneous - Plan it out with a intro, body and conclusion. Prepare notes and present from them. This is usually rehearsed, making sure you have all the parts down, but not entirely memorized. This sounds natural to the listeners. Reading:Since most of us read aloud in a dull monotone, this comes across

as the least interesting

Chapter 11 What are the types and forms of resume that are currently used? Traditional Print Resume - Has headings and subheadings, include objectives and contact info. Information arranged logically: Education, info

28 on employment, personal details, special info, make it eye appealing, add reference sheet if needed. Scannable Print Resume - Resume that can be scanned into a database and retrieved when a position is being filled. Use keywords from job description, choose words carefully, present the information. Key words will help ensure that the resume will get pulled from the database. Digital Resume - Range from low end text files to high end web pages. you should delete your contact information except your email address, and date the resume What is the difference between a scannable and a regular resume? scannable resume are scanned and placed into a database where it then searches for key words to fill a job position. Regular resumes are read by employers directly. How do you prepare for an interview? How do you conduct yourself through the interview? Research the company Make a good appearance Anticipate questions and prepare the answers. Some throw in random questions to see if you can think on your feet. Put yourself at ease during the interview, dont stress out Help control the dialogue - Ask the interviewers questions about the company/job position, or try to include some of your other talents/things that werent mentioned earlier. What are some of the issues that you need to consider when writing a cover letter for a job request?

1. gaining attention at the opening - Set up the review of information that follows. Use your imagination to create an outgoing personality through writing. 2. Organizing for persuasion - present information about yourself in order: logical grouping of the info such as education, experience, skills and personal details. Include specific achievements when explaining roles. 3. Driving for action in the close - request for an interview, an invitation to engage in future communication, or invitation to contact references. DONT ASK FOR THE JOB.
Transparency Why is it important for todays organizations to have a transparent corporate culture? Transparency seems likely to have a sizeable influence on the future of corporate communication, particularly inside multinational companies. It appeals to crowds and plays a role in selecting products especially if the company is socially transparent.

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What did NASA study of the cockpit crew suggested about decision making? How has the White House changed since the leadership changed? (The answer is in the midterm part of the study guide) Crisis Management :Coombs Article How do you define a crisis? An event that is unpredictable, major threat that can have a negative effect on the organization, industry, or stakeholders if handled improperly (Moshiri, 279) - A crisis is unpredictable but not unexpected What is the difference between an incident and a crisis An incident is a minor, localized disruption. Crisis are threats, damaging, and much more major. They affect an organization as a whole, whereas an incident may only affect some. What are the phases of a crisis -3, 4 or 5? 5 1. signal detection- new crisis warning signs should be identified and acted on to prevent a crisis 2. probing and prevention- organizational members search known crisis risk factors and work to reduce their potential for harm 3. damage containment- a crisis hits, and organizational members try to prevent the crisis damage from spreading into uncontaminated parts of the organization or its environment 4. recovery- organizational members work to return to normal business operations as soon as possible 5. learning- organizational members review and critique their crisis management efforts, thereby adding to the organizations memory What is a CMP?What are some of the planning issues for a CMP? (Is this the same as a Contingency plan?) CMP is crisis management plan. Specifies the process for handling inquiries. The process should be reinforced to employees so that they fight the urge to speak for the company.

Issues: - Timing is crucial especially if news gets out about the crisis, it could damage the company - Crises can mutate into different and many problems - fix this by continually gathering information

30 - Rumors - fix this by communicating directly to them, to tell your side - Document every action you take. Know how to select your CM team and its importance Coombs-B What is the reason to select a single person dealing with the media? So that information will be consistent. Crisis Management Lecture Discussion What are some of the lessons of 9/11 crisis according to Argenti ( example. leaders should be on the scene)? In times of extreme crisis, internal communication takes precedence over external, morale of the employees must be rebuilt first. Leaders need to get on the scene quick. Use alternative communication channels like the media if your own channels are interrupted. Dont lose your business focus. Have a contingency plan in place and contingency work sites in place. 5 lessons Get on the Scene - During a crisis, the most effective way is to maintain high levels of visibility in their own organization. The employees wants to know you will be able to lead them in this time of crisis, and you have to reassure them. Choose your channels carefully - Phone lines or networks could be down. If this happens most use the mass media to deliver a message to their employees. Stay Focused on the Business - Focus on work can be helpful to employees. It helps them get back to a normal routine and have pride in the company. Have a plan in place - Have a contingency plan Improvise from a strong foundation - Although training and preparation of employees is important, so is instilling the firms values. What is different between a crisis like 9-11 and a typical corporate crisis? 9/11 was a huge unpredicted external event that affected almost all businesses. It only affected a few businesses directly such as the airlines, verizon workers, the world trade center, businesses surrounding the building. Rather than a corporate crisis where it affects solely that particular company What did American Airlines do post the attacks to communicate with their employees that was so unusual? They usually use the media to communicate to their employees directly such as CNNs Larry King. They found another way by using the reservation system kiosks in the airports to reach out to employees. Voice mails were transcribed and sent to the SABRE machines - those machines that print your itineraries and tickets - as well as posted on the Internet and e-mailed to employees This insured that even

31 those employees without internet access were able to still recieve the message because the machines are everywhere around the airport. Crisis Management-Luecke What are some of the characteristics of a crisis (example- generally it is a surprise)? 1. Its a surprise. 2. There is not enough information. 3. It is fast moving. 4. We can lose control fast. 5. Media scrutiny at larger corporations. 6. It can be man made or natural. 7. Our fault or someone elses. What are some of the main points listed in developing a contingency plan for a Crisis from Richard Luecke? Contingency Planning Step 1: Organize a planning team - members should be enlisted with experience or special talents in each aspect of a potential crisis. This assures that nothing important will be over looked Step 2: Assess the scope of the problem - thinking of all things that can go wrong and might need to be taken care of if a crisis happened. Its important to brainstorm in this step with others. Step 3: Develop a Plan - There should be an individual plan for each individual crisis Step 4: Test the Plan - test under simulated conditions to see if it works Step 5: Keep the Plan Up To Date - Its easier to update a plan than start all over from scratch

What are some of the main points of a Communication plan for a crisis from Richard Luecke 1. Communicate a small number of carefully chosen messages 2. Have one person present the picture while others present the technical issues 3. Do not attempt to minimize the situation 4. Do not blame the victims 5. Communicate all the bad news at once 6. Do not lie or speculate 7. Never forget about your employees **Page 218** Be candid Give the Facts Be Honest about what you know and what you dont know set up a rumor control hot line record a voice message on the company information line everyday with the latest information

32 :) Crisis Management Lueke-B What is meant by Cobra Technologies? Predatory technology--fast to strike, potentially paralysing and constantly strengthening themselves by shedding older versions for new. Cobra technologies are information technologies such as satellite TV, cell phones, video phones that are creating greater global transparency. What is the method that Moore and Seymour suggest companies should adopt in dealing with crisis? - Communication and preparedness What is a SAFE-T Team as discussed in Lewiss article? Stands for Security assessment, Administrative preparedness, Facilitation of resources, Employee services, Training. Can be synonymous to crisis team, or business continuity team or disaster response team, all which can provoke anxiety and reactive orientation. They are a committee or group of people who meet together on a regular basis to strategize responses. What are some of the steps that Lewis says you should not take when laying off employees? Dont lay people off on Fridays and holiday seasons. Monday, Tuesdays, and Wednesdays are preferable. Have a luncheon for affected departments. Provide materials for them to help them look for other employment. have a briefing for remaining employees. Train supervisors and department heads that have been affected by cuts about the transition Practice the 5 As of organizational recovery: Have good: Attitude- be open, honest, and straightforward Awareness of employees reaction Acknowledge the event and allow for reaction Availability-have supervisors and departments be highly visible Appreciation , express appreciation to all employees. WARN - Workers Adjustment and Retraining Notification Act : A covered employer must give notice if there is to be a mass layoff which does not result from a plan closing but will result in an employment loss. CIV Scale 10 Highest Impact dont speculate.

33 High Impact, Highly probable crisis 0 (Zero Probability) 1 Max Probability 0 Lowest Impact Crisis Management CIV scale Ask the following 5 questions And score them from 1 to 10 (1 low likelihood of occurrence or impact) Might the crisis intensify? How fast would it intensify? How observable is the crisis by media and other outside groupsgovernment, customers, etc.. What is the impact on companys operations? Is it our fault, or are we responsible? What is the impact on our bottom line? Each incident would receive a rating from 1 to 50 which is then divided by 5 for the CIV score. Which then gets plotted on the vertical access of the crisis plotting grid. Crisis Management PFS There is also the Probability Factor Scale (PFS) that subjectively rates the likelihood of the crisis occurring Then you plot the CIV score on a vertical access and the PFS on the horizontal access and develop quadrants that allow you to prioritize the crisis. One argument that Fink has is that companies without a crisis plan will suffer 2 and times the consequences of companies that have a crisis plan.* Questions and Answers to First Midterm (He said some questions could be repeated) 1. Avoid overuse of Camouflaged Verbs: Elimination of the surplus a. Verb: Elimination. (Its a noun but its hiding a verb) (in Flately) 2. Which idiom is faulty (In Flately) a. Different than 3. First components of general direct plan a. Begin with objective 4. In anthology, Intercultural management: Misconception a. Others do not lack my advantage 5. Lard Factor 100 words, revised to 50 a. .5 6. Pg 28 Flately: Where is the inside address? a. Recipients address place on the letter 7. Anthology (in Study Guide): RISC (Report, Impact, Specify, State the Consequences)

34 a. All of the above 8. PAUSE method a. Paraphrase, ask, and use time 9. Virtual Teams a. Should meet at least once during the project 10. Direct plan: customer writes a complaint and refund. How should you start your letter? (Customer is correct) a. Start with telling them they got the refund. (direct) 11. Anthology: , study guide: Stamp collecting is: a. Does not confront the other party but resents the behavior and does nothing about it. 12. Bad news messages: a. Begin with a buffer 13. Chart best for divisions of a whole a. Pie Chart 14. Scattered variation a. Line chart 15. Function of visuals a. Summarizing data and making it more interesting 16. Dimension of cultural values such as persistence, prudence and thrift ??? long term 17. Combinations of Parameters that validate a website a. Purpose, validity, structure, qualification 18. Challenge for business communicators a. Ongoing development of new technologies 19. Stating purpose for report based on solutions to hypothesis a. No one way is superior to the other 20. Long report to short report: what to drop? a. Title Fly 21. Direct order a. B 22. Best way to present bad news positive: a. State law prohibits us from returning ripped seals 23. Easiest way to change mission of a company a. Change structure of organization 24. Favorable reply to an inquiry message a. You have my permission to print my article (use direct Plan) 25. Example of external operation communication a. Point of purchase display material 26. Secondary Research a. Utilizing material that someone else has already published 27. Messages presenting policies a. Highly formal style

35 28. Chapter 6: Present bad news positive a. All of the above 29. Anthology: Changing the white house. Change to: a. Leadership 30. US is a country with a. Low context