M1 - Lesson 7
M1 - Lesson 7
Items in this lesson
M1 - Lesson 7
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Warm-up
When was the last time you had a miscommunication with someone?
Think about work/study/personal life
Describe what happened and how. Discuss together how you could prevent that next time.
2
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Effective communication
In business, to make your communication effective:
provide practical information
give facts rather than impressions
communicate concisely
clarify expectations and responsibilities
offer persuasive arguments and recommendations
● Provide practical information. Give recipients useful information, whether it’s to help them perform a desired action or understand a new company policy.
● Give facts rather than vague impressions. Use concrete language, specific detail, and information that is clear, convincing, accurate, and ethical. Even when an opinion is called for, present compelling evidence to support your conclusion.
● Present information in a concise, efficient manner. Concise messages show respect for people’s time, and they increase the chances of a positive response. Do your best to simplify complex subjects to help your readers, and make sure you don’t inadvertently complicate simple subjects through careless writing. The ability to explain a complex subject in simple terms is immensely valuable, whether you’re training new employees or pitching a business plan to investors.
● Clarify expectations and responsibilities. Craft messages to generate a specific response from a specific audience. When appropriate, clearly state what you expect from audience members or what you can do for them.
● Offer compelling, persuasive arguments and recommendations. Show your readers precisely how they will benefit by responding to your message in the way you want them to.
Elements of professionalism
dependable
team player
respectful
positive
ethical
the best
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Elements of professionalism
Rank the following behaviours from most (1) important to least (6) for you:
dependable
team player
respectful
positive
ethical
the best
30
second
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Elements of professionalism
Compare your ranking with your classmate. Discuss together:
where do you agree?
where do you differ?
why?
2
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Business messaging
Me-centred
own point of view
what I need/did
what suits me
reader's point of view
their needs/actions
their benefits
You-centred
Side-note: me-centred isn't always bad! It can be useful in conflicts to express your point of view.
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Business messaging
"I don’t have the budget approved yet, so I can’t confirm your order."
You-centred
Me-centred
"Your order will be confirmed as soon as budget approval comes through. I’ll update you by Thursday."
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Business messaging
reader's point of view
their needs/actions
their benefits
Me-centred
You-centred
own point of view
what I need/did
what's convenient for me
Write a few examples of me-centred messages
2
minute
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second
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Rewrite
Swap your examples with your neighbour
Rewrite the me-centred messages to you-centred messages
Discuss your changes
3
minute
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second
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Familiar?
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International norms and values
Direct
Say what you mean explicitly
Disagreements stated openly
Meaning carried by context and tone
Disagreements implied
Indirect
Informal
Titles
Formal tone
Hierarchy signalled by how people address each other
First names
Casual tone
Flat hierarchy
Formal
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Rate this email
Pick a country, research how they treat directness and formality
Take a look at this email, how would it be received?
How would it need to be rewritten?
Think of: me/you-centred language & directness/formality
10
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second
Subject: quick thing
“Hey, need the report today. Should’ve been done already tbh. Just send whatever you have, I don’t have time to explain again. Thx.”
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Notes
No real greeting/closing, blunt and blaming tone, vague ask, no stated reason for urgency, completely me-centred writing
Subject: quick thing
“Hey, need the report today. Should’ve been done already tbh. Just send whatever you have, I don’t have time to explain again. Thx.”
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Work on...
Assignment in myLab
Read ch 1.4
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