Chapter 3 Study Guide Planning Spoken and Written Messages

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1 Chapter 3 Study Guide Planning Spoken and Written Messages IN THIS CHAPTER YOU WILL FIND: LEARNING OBJECTIVES KEY CONCEPTS KEY TERMS CHAPTER OUTLINE POWERPOINT SLIDES TEACHING SUGGESTIONS CLASSROOM ACTIVITIES REVIEW QUESTIONS & SUGGESTED ANSWERS FEATURED ASSIGNMENTS ADDITIONAL ASSIGNMENTS CASE ASSIGNMENTS LEARNING OBJECTIVES 1 Consider contextual forces that may affect whether, how, to whom, and when a message is sent. 2 Identify the purpose of the message and the appropriate channel and medium. 3 Develop clear perceptions of the audience to enhance the impact and persuasiveness of the message, improve goodwill, and establish and maintain the credibility of the communicator. 4 Apply tactics for adapting messages to the audience, including those for communicating ethically and responsibly. 5 Recognize the importance of organization when planning the first draft. KEY CONCEPTS Effective spoken and written communication involves a process of careful analysis, planning, adaptation, and organization that precedes the actual creation of the message. Chapter 3 focuses on these essential steps of preparation: (1) determining the purpose of the message and an appropriate 1

2 channel, (2) envisioning the audience, (3) adapting the message to the audience, and (4) organizing the message. KEY TERMS TERM PAGE TERM PAGE Deductive 48 Organizational culture 38 Inductive 48 Outlining 47 Libel 46 Slander 46 CHAPTER OUTLINE 3-1 Step 1: Consider the Applicable Contextual Forces a Organizational Culture b Dimensions of Context Step 2: Determine the Purpose and Select an Appropriate Channel and Medium a Selecting the Channel and Medium Step 3: Envision the Audience Step 4: Adapt the Message to the Audience s Needs and Concerns a Focuses on the Audience s Point of View b Communicate Ethically and Responsibly Step 5: Organize the Message a Outline to Benefit the Sender and the Audience b Sequence Ideas to Achieve Desired Goals 47 CHAPTER REVIEW 1. How does perception and audience analysis affect the communication process? What factors about the audience should you consider? Perception affects the way the message is encoded by the sender and decoded by the receiver. When a sender analyzes the intended audience for a message, that analysis will affect how the message is encoded. When analyzing the audience, one should consider age, economic level, educational/occupational background, needs and concerns, culture, relationship with the receiver, and the receiver s expectations. 2. What differences in the ideals of the older and younger generations may explain communication clashes between these groups in the workplace? The older generations have placed high importance on work to finance the debts they ve acquired and to fulfill personal goals. They tend to be competitive and loyal to employers because of tight job markets. As a result of time spent alone while both parents worked long hours to succeed, the younger generations are highly independent and media savvy. They are less loyal to employers and 2

3 strive for a healthy balance between meaningful work and personal life. Respect is earned, and is not automatic with the younger generations. 3. Why is selecting an appropriate communication channel and media important to the overall effectiveness of the message? Provide two examples. Selecting the appropriate channel of communication increases the likelihood that the receiver will understand and accept your message. For example, a written document is appropriate for routine or pleasant information. Complex information may require a written document and follow up with a face-to-face meeting. A face-to-face meeting is appropriate for sending unpleasant or highly emotional messages that may be subject to misinterpretation. is especially effective when sending the same message to many people and communicating with people in different time zones but should not be used when confidentiality is required. 4. What value is gained from cultivating a you attitude in spoken and written messages? Give an example of a writer- and a reader-centered message to make your point. Cultivating a you attitude or communicating from a receiver-centered point of view conveys that messages are crafted exclusively for a specific receiver and that the sender is considering the receiver s interests and position. Example of i-centered communication: i was thrilled that you received the award. Example of receiver-centered communication: congratulations on receiving the employee of the month award for march. 5. What primary benefits does the writer gain from outlining before writing or speaking? How does the receiver benefit? Outlining before you write encourages brevity and accuracy, permits concentration on one phase at a time, saves time in writing or dictating, provides a psychological lift, and facilitates emphasis and de-emphasis. Receivers benefit because the message is more concise and accurate, relationships between ideas are easier to distinguish and remember, and reaction to the message is more likely to be positive. 6. What three questions assist a communicator in the decision to organize a message deductively or inductively? Questions to answer in order to select inductive or deductive pattern include the following: (a) what will be the central idea of the message? (b) what will be the most likely receiver reaction to the message? (c) in view of the predicted receiver reaction, should the central idea be listed first in the outline or should it be listed as one of the last items? 7. What is empathy and how does it affect business communication? How are empathy and sympathy different? Sympathy is merely the ability to feel or express sorrow or pity for the pain or distress of another. Empathy is an attitude that enables a person to identify another s frame of reference (knowledge, feelings, and emotions) and to project or communicate understanding back to a person. Empathy is an excellent way to establish rapport and credibility and to build long-lasting personal and business relationships. Secondly, seeing a situation or problem from the receiver s perspective not only will permit you to address the receiver s needs and concerns but will also enable you to anticipate the receiver s possible reaction to the message. 3

4 8. What aspect of cultural diversity do you feel will impact you most in your career: international, intercultural, intergenerational, or gender? Explain your answer, including how you plan to deal with the challenge. Answers will vary, but student responses should focus on one of the three listed here, using concepts from the chapter to defend their answers. For example, if intergenerational issues arise, students could talk with relatives of the same generation as co-workers to obtain suggestions about how to communicate more effectively. 4

5 STUDY TEST QUESTIONS Chapter 3 Planning Spoken and Written Messages TRUE/FALSE 1. Organizational culture has little impact on the type, amount, or quality of communication in an organization. REF: p Appropriate channel selection is dependent on the purpose of your message. REF: p Broadly speaking, the four channels of communication include visual, written, oral, and nonverbal. REF: p The richness versus leanness of the message channel refers to the time it will take a message to be delivered. REF: p Sensitive communication, such as the firing of an employee, is best done with a letter so there is legal evidence of the action. REF: p Perception is limited by previous experiences and attitudes toward the sender of the message. REF: p As a sender of a message, it is important to consider the age and economic level of the receiver of the message. REF: p An effective communicator of a message develops the message from the receiver's viewpoint which is a "you attitude" rather than a "me attitude." 5

6 REF: p Embellishment or exaggeration is justified when needed for persuasive sales messages. REF: p Fraud refers to errors that can occur in interpreting persuasive messages. REF: p Supporting your view with objective facts is part of being an ethical communicator. REF: p Because graphics are based on numeric data, distortion is not as likely as in text discussion. REF: p Organizing a message begins with considering your purpose and the receiver s likely reaction to the message. REF: p An effective outline for a message helps ensure that all ideas will appear in equally emphatic positions. REF: p A message that presents details and explanations before the main idea is arranged deductively. REF: p A message that will not likely interest the receiver should be organized in a deductive order. REF: p If an audience may be antagonized by the main idea of a message, the deductive approach is preferred. 6

7 REF: p. 48 MULTIPLE CHOICE 1. The way that time influences interactions is which dimension of context? a. chronological context b. social context c. cultural context d. physical context ANS: A REF: p Which of the following channels is NOT relatively inexpensive? a. teleconferencing b. face-to-face meeting c. wikis and blogs d. text messaging ANS: B REF: p The perception of reality of both the sender and the receiver a. is limited by signals we receive through our five senses. b. appears the same to each person when communication is effective. c. eliminates confusion in communication. d. is the same for people from the same culture. ANS: A REF: p Which of the following is FALSE about how perceptions can affect the communication process? a. Perception is limited by the experiences of the sender of the message. b. Messages are filtered through an individual's frame of reference. c. People tend to support ideas that are different from their own. d. People tend to see only things that they want to see. ANS: C REF: p The sender of a message should analyze the audience before developing the message in order to do all but which one of the following? a. Establish rapport and credibility b. Address the receiver's needs c. Simplify the task of organizing the message d. Assure that perception of reality is the same for everyone ANS: D REF: p. 43 7

8 6. To project a positive, tactful tone in a written message, a. rely only on positive words. b. compliment the receiver in the first and last paragraphs. c. avoid using second person when stating negative ideas. d. use active voice when conveying negative ideas. ANS: C REF: p Which of the following sentences best expresses the receiver's point of view? a. I want to take this opportunity to offer my congratulations on your recent promotion. b. A promotion is always great news. c. Congratulations on your recent promotion to regional manager. d. I hear that congratulations are in order! ANS: C REF: p Which of the following statements is MOST sender-centered? a. Congratulations on your new job with the sales department. b. I want to take this opportunity to offer my thanks for the service provided. c. Please send a copy of your annual report. d. All customers receive a discount with the coupon. ANS: B REF: p Which of the following statements is ethically questionable? a. Effective communication should reflect personal values and company standards of ethical conduct. b. Managers should be certain to distinguish their opinions from facts. c. Unpleasant ideas should be stated as tactfully as possible to preserve self-esteem of the reader. d. Facts can be exaggerated as long as the purpose of the message reflects the reader s best interest. ANS: D REF: p Communicating with and about others with the same kindness and fairness that you wish others to use when communicating with and about you is referred to as what? a. An inductive approach to communication b. A deductive approach to communication c. The golden rule of communication 8

9 d. Adapting to audience s needs and concerns ANS: D REF: p Organizing a message before writing it a. lengthens the time spent composing the message. b. ensures that ideas are presented clearly and logically. c. ensures that all ideas will receive equal emphasis. d. All of the above ANS: B REF: p The writer of a long report that contains many ideas and sections will likely benefit from a. the preparation of a planning outline. b. the development of a list of jargon to be included. c. the elimination of objective terms. d. All of the above. ANS: A REF: p Which of the following is NOT part of the three-step process to determine an appropriate order for a business document? a. Identify the central idea of the message. b. Determine the likely receiver reaction to the message. c. Decide if the central idea should be listed first or near the end. d. Start with the most difficult points first. ANS: D REF: p In a deductive message, the most important information should be a. placed at the very end of the message. b. placed at the beginning of the message. c. placed in the middle of the message. d. placed in all sections of the message. ANS: B REF: p When creating a message about a series of events or a process, the minor details should be listed a. in order by process. b. in order from the most important to the least important. c. in random order. d. in order of simple to complex. ANS: A REF: p. 48 9

10 SHORT ANSWER 1. What are the seven characteristics of organizational culture that comprise the pattern of shared assumptions and behaviors that define a company? ANS: Organizational culture consists of the assumptions and values held by individuals in the company that serve as the basis for solving problems and adapting to circumstances. Research suggests that the seven primary characteristics of organizational culture include (1) innovation and risk taking, (2) attention to detail, (3) outcome orientation, (4) people orientation, (5) team orientation, (6) aggressiveness, and (7) stability. PTS: 1 REF: p

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