Four purposes of communication are:

1) To inform-

2) To persuade-all communication/sell

3) To establish credibility- expertise/competence (read, solve word games/puzzles, aware of common mistakes, edit other's writing, ask colleague to review/provide feedback); Personal ethics/integrity (unethical messages: coercive, destructive, deceptive, intrusive, secretive, manipulative/exploitative); 

Emotional control; and professional image.

4) Communicating Goodwill-the ability to create and maintain pos, productive relationships with others. 

develop clear perceptions of the audience to enhance the impact of the communication and human relations.

-economic level, educational/occupational background, needs and concerns of the receiver, culture, rapport, expectations

audience in the workplace:

Managerial

non-expert

expert

multicultural/international

mixed

Generational differences

Personality differences

Act (ask questions), Collaborate, Appreciate, Speak the Right Language for your Audience.

Consider the context (physical, social, chronological, and cultural) and any environmental influences that may affect its delivery

Organizational/Corporate culture- a system of shared meaning and practice held by members that help distinguish the organization from other organizations.

choose a channel/medium

Two-way, face to face(richest/interpersonal communication); two-way, not face to face, one-way, not face-to-face(written-best channel for conveying long messages)

Richness vs Leanness-

*leanest media of communication is printed form. 

Non-verbal:most ambiguous.

"you attitude"

Outlining: the process of identifying ideas and arranging them in the right sequence: encourages accuracy and brevity, permit concentration on one phase at a time, saves time in structuring ideas, provides psychological lift, facilitates emphasis and de-emphasis. 

Deductive Sequence-when a message begins with a major idea

Inductive Sequence-when a message withholds the major idea until accompanying details and explanations have been presented. 

Time

Space

Familiarity

Importance

Value

**Prepare first draft.

used in Good (positive news, thank you, and appreciation messages) and Neutral- news messages sent in written, Electronic, or written form! Opening, body, closing. 

**In appreciation messages- send in timely manner, avoid exaggerated language, make specific comments about outstanding qualities or performance. 

a request for an adjustment. When business communicators ask for something of which they think they are entitled (refund, replacement, exchange, or payment for damages).

Routine Claims: assumes that a request will be granted quickly and willingly, without persuasion (bc of guarantees, warranties, or contractual conditions).

persuasive Claims: request only granted only after explanations and persuasive arguments have been presented.

Adjustment Claim:messages that adjusts the terms of a sale in the customers favor

Resale: a discussion of goods and services already bought

Sales promotional Material: statements made about related merchandise or service. 

Acknowledgment message- a document that indicates the order has been received and is being processed. 

the most frequently used methods of communicating procedures and instructions, changes related to personnel or the organization, and other internal matters for which a written record is needed.

-begin w neutral statement that leads to refusal, or bad news.

-present facts, analysis, and reasons for refusal/badnews.

-state bad news using pos tone 

-include counterproposal or silver lining idea

-provide info that shifts the focus from the refusal or bad news and to a coming relationship with the receiver. 

1. writing the introductory paragraph

2. Presenting the facts/analysis/reasons

3. presenting the bad news statement

4. Counterproposal "silver lining"

5. Closing positively

6. Refusing a request

7. Denying a claim

8. Denying credit

1. compliment, pt of agreement, good news, resale, a review, gratitude.

2.provide a smooth transition from the opening paragraph to the explanation, include a concise discussion of one or more reason that are logical to the reader, show reader benefit and/or consideration, avoid using company policy as the reason.

3. position bad news statement strategically, use a passive voice, general terms, and abstract nouns, use positive language to accentuate the positive.

4. intangible in nature. 

5. De-emphasize the unpleasant part of the message, add a unifying quality to the message, include a positive, forward-looking idea.

6. inductive approach..illicit goodwill and developing customer loyalty

7.

8. Equal Credit Opportunity Act (ECOA)

AIDA

(Sherwin Cody- four steps to persuasive process)

-attention

-interest

-desire

-action

Don Asher-from study abroad to career abroad

Globalization-1980s Products(falling tariffs), Services(internet), Markets, Talent..MNC..multicultural corporations.

EX-PATS-abroad for 1-3yrs..3-4first class trips home.expensive

**New model:ISE-international service employee

-sensitivity for others cultures

-an ability to negotiate norms

-multiple languages

Brazilian time difference..8oclock=9oclock. German 8=7:55

Power Distance Index-emotional distance bt boss and subordinate. Low-egalitarian, boss a friend. power decentralized.Costa Rica. High-hierachy, Guatamala

Cosmopolite: global skillset that can describe his/her own culture and know other cultures.

Four most populous countries in world..China, India, U.S., Indonesia; North Korea growing faster than U.S.

Foreign Nationals going home.

-advanced degrees

-mobile

-managerial talant

Mary Ann Thompson-goinglobal.com

onesource.com