Englisch Lernzettel 1. Teil Communication Strategy PDF

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Communication Strategy...

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Introduction to Communication / Communication Strategy Importance of Communication At least 80% of a manager’s time is spent in verbal communication • The ability to effectively communicate face to face is the most critical • characteristic in determining promotability Communication is the key to successfully achieving • organizational change Poor communication is very damaging personally, relationally and socially

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King’s Four Principles of Interpersonal Communication . Interpersonal communication is inescapable we can’t not communicate Interpersonal communication is irreversible .2 Interpersonal communication is complicated .3 Interpersonal communication is contextual - psychological context .4 relational context situational context environmental context cultural context -

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We All Have Self-Serving Biases (! Stereotyping - generalize behavior of all group members (ours is better • Frame of reference - see things based only on their effect on us; ignore others •

Who?

Says What?

In what channel?

Channel

Effect / Purpose ? What do I want to accomplish (Inform (tell • (persuade ( gather in ( moderat

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To whom?

With what effect? Purpose

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Communicator / Source ? Who am I ( Communication skills (speaking, writing, reading, listening, thinking (. Knowledge (about myself, my receiver, the subject matter, etc (? Sociocultural system (role? status ( Attitude (toward myself, my receiver, the subject matter ? What do I want to express about myself, my feelings, my motivations Audience memory curve Use if the audience is favorable

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Request for action: Ask immediately for the information or service you want ( (unless it seems too abrupt Details: Give readers all the information and details they need to act on the request ( Request for action (again •

Audience Memory Curve People remember what’s said 14 Seite 3 von

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Indirect Approach Advantage: Audience listens to arguments : Use if the audience might be negative Start with a buffer • Describe the shared problem • Details: Give the details • Solution: Explain it • Negatives: Show that advantages outweigh any negative elements Audience benefits: Summarize them • Request for action •

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Style: Formal vs. Informal Language Plain English: verbs, active voice, concrete language, relatively short sentences

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dynamic and informal easy to understand

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Academic style: nouns, passive voice, abstract language, long sentences sophisticated and formal harder to understand

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Preference? Audience’s and yours? Relationship? Less formal in closer . relationships

You-Attitude Looks at things from the audience’s point of view Respects the audience’s intelligence Protects the audience’s ego

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Emphasizes what the audience wants to know 14 Seite 4 von

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To create you-attitude Talk about the audience, not yourself • Don’t talk about feelings, except to offer congratulations In positive situations, use you more often than I • Use we when it includes the audience • Avoid you in negative situations •

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Positive Emphasis Essentials To create positive emphasis . Avoid negative words • . Focus on what the audience can do

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Justify a negative—give a reason or link . it to a audience benefit

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. Omit unimportant negatives • . Put the negative in the middle and present it compactly

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Channel ? How do I transmit the message

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( oral (face-to-face, group presentation • (written (letter, report, e-mail • (. action (nonverbal language, etc • ( Five senses (seeing, hearing, touch, smell, taste ? Is my choice of channel suitable

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? For my purpose? Given my preferences? Given the audience’s •

Channel Choice Communication channels vary in speed and accuracy of transmission

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cost/efficiency • number of verbal/nonverbal messages (” carried (“bandwidth

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who is reached • ability to build relationships/promote goodwill

Advantages of Written Messages Written messages make it easier to Present many specific details 14 Seite 5 von

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BIM Eng. 1 . Present extensive or complex financial data . Minimize undesirable emotions

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Written messages also provide a permanent record

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Advantages of Oral Messages -

Oral messages make it easier to

Answer questions, resolve conflicts, and build consensus Use emotion to help persuade

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Get immediate action or response • Focus the audience’s attention • Modify proposals/change benefits

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Usually better for building relationships

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Five Core Concerns !If these aren’t met anger :Appreciation .1 Do you believe my thoughts, feelings and actions have merit? To show : appreciation Understand their point of view Find merit in what they think, feel, or do Communicate our understanding through words or action -

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:Affiliation .2 : Do you treat me as an adversary or a colleague? To improve this • (. Build structural connections (similar background, age, etc (. Build personal connections (exchange personal information, stories, etc But give others space -

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:Autonomy .3 ? Do you respect my freedom to decide • Expand your own autonomy by making suggestions Avoid restricting theirs by giving them room to make decisions

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:Status .4 ? Do you recognize my relative standing • Acknowledge everyone’s area of particular status (e.g. expertise) as well as your own

:Role .5 ? Do I find my role and its activities fulfilling • Make your conventional role (e.g. student) more fulfilling by adding and deleting activities ( Choose fulfilling temporary roles (e.g. problem solver, collaborator 14 Seite 6 von

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Aggressive, Assertive, Passive Assertive: standing up for your rights in a constructive, non-hostile way. . Recognizes others’ right to do the same I statements” - direct statements of own goals and feelings “ Address others’ interests Passive: avoiding conflict by giving up, giving in, or expressing needs in an . apologetic way Aggressive: attacking or hurting others ”You statements“ -

Active Listening Encourage your discussion partner to speak ”Please continue “ -

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Ask open-ended questions

When your partner is finished, reflect his or her message Paraphrase content -

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Reflect emotions

”? Check your understanding – “Is that right

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Only after you’ve reflected your partner’s message should you offer advice

1a Plain English Rule 1: Use active voice with strong verbs :Active . The investor bought the stock

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In the active voice, the subject of the sentence, the investor, performs the . action; buying the stock Advantages of active voice shorter

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avoids formality

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places responsibility saves reader time

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When to use passive voice

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to de-emphasize the writer to avoid responsibility

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occasionally for transition

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. Use imperative to make recommendations and give instructions 14 Seite 7 von

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:Passive .The stock was bought by the investor

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In the passive voice the subject, the stock, is now the thing acted upon. ". The person or the thing doing the action is introduced with "by

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:Passive with agent deleted .The stock was bought

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You don't know who bought the stock. You'll find many examples of the . "passive with agent deleted" in disclosure documents

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Sometimes not using a personal pronoun and using passive voice will soften a criticism ” deadline

Smith did not deliver the photos on time so we missed the “

.vs ” The deadline was missed because the photos were not delivered on time “ ! Direct criticism, in writing, is unusual

Rule 2: Try personal pronouns Before This Summary does not purport to be complete and is qualified in its entirety by the more detailed information contained in the Proxy Statement and the Appendices hereto, all of which should be . carefully reviewed After Because this is a summary, it does not contain all the information that may be important to you. You . should read the entire proxy statement and its appendices carefully before you decide to vote

Rule 3: Bring abstractions down to earth Before Sandyhill Basic Value Fund, Inc. (the "Fund") seeks capital appreciation and, secondarily, income by investing in securities, primarily equities, that management of the Fund believes are undervalued and therefore represent . basic investment value After At the Sandyhill Basic Value Fund, we will strive to increase the value of your shares (capital appreciation) and, to a lesser extent, to provide income (dividends). We will invest primarily in undervalued stocks, meaning those . selling for low prices given the financial strength of the companies

Rule 4: Omit superfluous words Some writers “shotgun”: letting loose a blast of words hoping at least one . conveys the intended meaning Before 14 Seite 8 von

BIM Eng. 1 The following summary is intended only to highlight certain information contained .elsewhere in this Prospectus After . This summary highlights some information from this Prospectus

”Rule 5: Write in the “positive Positive sentences are shorter and easier to understand than their negative : counterparts. For example Before . Persons other than the primary beneficiary may not receive these dividends fter . Only the primary beneficiary may receive these dividends

Rule 6: Use short sentences ! Mary Munter: Average sentence should be about 20 to 25 words. But vary .One main idea per sentence · . Avoid too many parenthetical phrases and qualifiers · Break up long sentences · into multiple sentences, using transitions with internal enumeration with bullet points -

Beware of linking verbs - Don’t overuse stative verbs: be, become, look, seem, appear, sound and .feel . Bad. Wiserbud Beer is successful in terms of taste • .Better: Wiserbud Beer tastes good • :( Don’t overuse “camouflaged verbs” (a vague verb and a noun ”Bad: “make an attempt • ”Good: “try” or “attempt • . Don’t overuse impersonal openings: it is, there is, this is, etc . Bad: It is clear to the man that beer tastes good • . Good: The man knows that beer tastes good •

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.Don’t overuse prepositions Bad: Central to the problem of the negative image of the drinking of beer in this society of ours is the fact of an indisputable nature that the drinking of beer causes stomachs to expand to a maximum in terms of girth. (the “to” in ( italics isn’t really a preposition Good: Beer drinking’s negative image in our society centers on the . indisputable fact that beer makes drinkers stomachs fat (. Avoid compound prepositions (in order to, in regard to, etc Avoid elongated verbs with prepositions (“make a decision” instead of (”“decide

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Other ways to shorten sentences Replace jargon and legalese with short, common words

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Keep the subject, verb, and object close together Use if-then conditionals Keep your sentence structure parallel Steer clear of respectively -

( Choose the simpler synonym (end vs. terminate

:Other good ideas Design your document for high skim value use headings and subheadings with stand-alone sense use white space

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Write effective paragraphs start with generalization -

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use rest of paragraph to support it

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link ideas with transitional words

” Avoid using “I think”, “I believe ( Use a readable font (12 point, 10 point with caution

Don’t overwhelm with minutiae ”Can’t see the forest for the trees“ Example: If a project will cost $19,001,327, in most situations it’s a $19 million project

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Avoid unimportant details - “so what” test

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” Example: “Our beer is fermented in steel tanks

” Corollary: Don’t assume the reader will know the “so what

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Caveat - the “so what” may be context sensitive Example: My weight, as lecturer vs as small aircraft passenger

1b You Attitude and Positive Emphasis You-Attitude You-Attitude – . Looks at things from the audience’s point of view • . Respects the audience’s intelligence • . Protects the audience’s ego • . Emphasizes what the audience wants to know

You-Attitude Essentials To create you-attitude – . Talk about the audience, not yourself • 14 Seite 10 von

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BIM Eng. 1 . Don’t talk about feelings, except to offer congratulations

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In positive situations, use you more often than I. Use we when it includes . the audience

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. Avoid you in negative situations •

Talk About the Audience - Not Yourself . Lacking: We are shipping your order of September 21 this afternoon

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Better: The two dozen Corning Ware starter sets you ordered will be shipped . this afternoon and should reach you by September 28 . Lacking: We are happy to extend you a credit line of $5,000 – . Better: You can now charge up to $5,000 on your American Express Card

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… Don’t Talk About Feelings . Lacking: You’ll be happy to hear that your scholarship has been renewed . Better: Congratulations! Your scholarship has been renewed – . Good: I was sorry to hear that your father died –

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Good: Congratulations on your promotion! I was really pleased to hear about .it

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If Positive, Use You More Than I . Lacking: We provide health insurance to all employees – Better: You receive health insurance as a full-time Procter & Gamble .employee

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. Good: Our department has achieved all its goals. All of us should be proud

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Avoid You in Negative Situations . Lacking: You failed to sign your check – . Better: Your check was not signed – . Better: Your check arrived without a signature

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. Lacking: You made no allowance for inflation in your estimate – . Better: No allowance for inflation has been made in this estimate . Better: This estimate makes no allowance for inflation

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You-Attitude in Different Situations . In a positive message, focus on what the audience can do – . Avoid you when it criticizes the audience or limits the audience’s freedom In a job application letter, show how you can help meet the company’s needs, but keep the word you to a minimum. Note: Here, use of “I” is . unavoidable

Positive Emphasis Essentials To create positive emphasis

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. Avoid negative words • . Focus on what the audience can do • 14 Seite 11 von

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BIM Eng. 1 . Justify a negative—give a reason or link it to a audience benefit

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. Omit unimportant negatives • . Put the negative in the middle and present it compactly •

Avoid Negative Words . Lacking: We have failed to take inventory – . Better: We will be finished taking inventory Friday – . Lacking: This exercycle is not guaranteed for life – . Better: This exercycle is guaranteed for 10 years –

Focus on What the Audience Can Do . Lacking: You cannot charge more than $1,500 on your VISA account . Better: You can charge $1,500 on your new VISA card – . Lacking: You will not pass unless you score 50 points or more Better: You will pass if you score 50 points – .or more

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Necessary Negatives When necessary, use negatives to – . Build credibility when giving bad news • . Help people to take a problem seriously • . Deliver a rebuke with no alternative • Create a “reverse psychology” to make people look favorably at your .product or service

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Justify Negative Information . Lacking: We cannot sell computer disks in lots of less than 10 – Better: To keep down packaging costs and to help you save on shipping and . handling costs, we sell computer disks only in lots of 10 or more

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If Negative Is Truly Unimportant, Omit It Lacking: A one-year subscription to PC Magazine is $49.97. That rate is not as . low as the rates charged for some magazines . Better: A one-year subscription to PC Magazine is $49.97 –

... Bury the Negative Information Put it in the middle, not at the front or end – The end of a page is also emphasized – Giving a topic lots of space emphasizes it, so present it compactly

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Apologizing If you must, apologize

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.early • .briefly • .sincerely • Be aware that apologies have may legal implications (possible admission of .(fault

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1c Presentations

1d Buffers Buffers are a neutral, noncontroversial statement used to open the message in the indirect approach (i.e. when .( there is bad news . designed to establish rapport or common ground

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. Buffers should be relevant to the message and sincere . Buffers should provide a transition to the message itself

STRATEGY Agreement . Find a point on which you and the reader share similar views Appreciation . Express sincere thanks for receiving something Cooperation

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. Convey your willingness to help in any way you realistically can Fairness

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Assure the reader that you’ve closely examined and carefully considered the . problem, or mention an appropriate action that has already been taken Good news . Start with the part of your message that is favorable 14 Seite 13 von

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BIM Eng. 1 Praise Find an attribute or an achievement to compliment

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Resale . Favorably discuss the product or company related to the subject of the letter Understanding . Demonstrate that you understand the reader’s goals and needs

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