Managerial communication

Writing skills Business Writing and Academic report writing

Marking scheme
Content. * 5 5 4 3 2 1

Evidence of research in describing an effective internal communication system Evidence of research in the chosen communication supports Evidence of research in showing the use of internal communication in a context of change Evidence of research on the inter-cultural aspect of internal communication Evidence of references to appropriate academic texts and papers Report structure, cohesion, style and completeness

Now

In groups, work on a possible outline. Scenario: The COO of the company X was asked by the Board of Directors to announce to the employees that the entire Customer Support team and IT department would be relocated in a new country. The company is doing well, but in order to keep its competitive edge has decided to reduce their operations costs. This news has many implications. Not only will many people lose their jobs but the COO will also need to identify and retain a team that will be in charge of transitioning current operations to the new location. Additionally the other employees will need to know how their day to day activities will be impacted by the new set-up. In this report, you will need to focus on drafting a communication plan for the COO to handle this new project. The report must focus on:

Analyzing the context in which the COO will be communicating Identify the message that must be communicated and the best way to communicate it so as to not hamper operations. Recommend a communication strategy Identify the skills needed to implement this strategy effectively. Identify possible obstacles or challenges that may arise.

Out-line or ideal response

Introduction The only way to gain stability is to constantly readjust to this ever changing environment. Communication in this context is extremely important so as to inform all players of the new set-up. Through this report, we will look at how to communicate in such a context through the given scenario. First we will look into this particular case and try to understand the scenario.

1.

Scenario Change and bad news What is an internal communication system What tools could be available. Recap of the situation Audience analysis Recommendations for a communication plan.

2.

Then we will look at the organisations set-up to understand what means of communication are available to communicate with the different targets audiences.

3.

Finally to draw recommendations, we will use the info on this particular case as well as conduct a thorough audience analysis to then suggest a communication plan.

Conclusion

Writing versus Speaking

Advantages Speaking
Opportunity for immediate feedback

Disadvantages
Restrict participation to the ones

Certain ease of interaction Involve rich non-verbal cues (both physical gesteure and vocal inflection Allow you to express the emotion behind your message.

present Unless recorded, no permananet record Reduce communicators control over the message Other than for messages that are prewritten and rehearsed, offer no opportunity to be revised

Writing

Allow to plan and control your message Reach geographically dispersed audiences Offer a permananent, verifiable record Minismise distortion that can accompany

Not conducive to speedy feedback Lack the rich non verbal cues

oral messages Avoid immediate interactions De-emphasise any unappropriate emotional components

provided by oral media Often take more time and more resources to create and distribute Elaborate printed documents can require special skills.

What are writing skills?

Writing skills help the learner gain: Independence, Comprehensibility, fluency and Creativity in writing. Writing skills are specific abilities which help

writers put their thoughts into words in a meaningful form and to mentally interact with the message.

Writing is an act of communication

Planning Analyze the situation Gather information Select the right Medium Organise the information Writing Adapt to your audience Compose the message Completing Revise the message Produce the message Proofread the message Distribute the message

Planning
Analysing your situation Defining your purpose Inform, persuade or to collaborate? Will your message change anything. Are the points relevant? Is your purpose realistic? Is it the right time? Is your purpose acceptable? Developing an audience profile Level of understanding Expectations Possible reactions

 Gathering information

Consider other view points Read reports and other company documents Talk with your supervisors, colleagues or customers

Uncovering audience needs Providing the required information

Besure information
Accurate, ethical, pertinent

Selecting the right medium

Organising your information

Defining your main idea Limiting your scope

Scope: range of information you present, the overall lenghth and the level of detail Direct Approach (deductive):
Audience is receptive Present main idea and explain

Direct or Indirect Approaches

Indirect appraoch (inductive):

Audience is not receptive Make your points then present your main idea

 Outlining your content

Start with the main idea State the major points Illustrate with evidence

Writing your message

Be sensitive to audience needs

Using the you attitude

Example: You failed to deliver the customers order on time The customer didn't receive the order on time

Maintain standards of etiquette

Have consideration for people Emphasise on the positive Using bias-free language Gender bias Racial bias Age bias Disability bias Establish your credibility Honesty Objectivity Awareness of audience needs Credentials, knowledge and expertise Endorsements Performance Sincerity

Composing your message

Use strong words Use functional and content words correctly Choose familiar words Avoid clichs and buzzwords Use jargon carefully Craft unified, coherent paragraphs Choose your style carefully

Different kind of reports Different templates

Proposal Business Report Research Report Academic reports and litterature reviews