Upload
jaime-cabrera
View
378
Download
3
Tags:
Embed Size (px)
DESCRIPTION
Elements of Professional Communication
Citation preview
EVERYTHING YOU NEED TO KNOW ( F O R N O W )
Friday, October 05, 2012 SLH1013 - Professional English
Professional Communication
Quote, Unquote
Friday, October 05, 2012 SLH1013 - Professional English
You can’t give what you don’t have.” - Anonymous
By anonymous
It’s Not What You Say
Friday, October 05, 2012 SLH1013 - Professional English
Why this course is important What you may know: What you want to say. What you may not know: How to say it in the most effective way
Effectiveness 1: The attention that you want “Communication is about content and delivery, fifty-fifty. But
when it comes to leadership, it's all about the delivery. Of course what you say matters, but how you say it, how you relate to folks, is what differentiates great leaders from the pack.” (Tobak, 2011)
Effectiveness 2: The results that you want “That means you can have innovative ideas, indeed you must, but
if you can't deliver them in a way that connects with people and relates to them in a meaningful way, you won't get results.” (Ibid.)
Practical example and explanation are at www.cbsnews.com/8301-505125_162-28247949/its-not-what-you-say-but-how-you-say-it/ . This is related to writing effectiveness ("The entire point of communication
is to communicate. This point seems frequently forgotten... Remember: Write for your audience.... the method that works is to be tactful about it, not blunt.) at www.critters.org/whathow.html .
Friday, October 05, 2012 SLH1013 - Professional English
THE PROFESSIONAL COMMUNICATION PROCESS
SENDER or SOURCE
MESSAGE or MEANING
MEDIUM
CHANNEL
RECEIVER
MEANING
ACTIVE PURPOSE:
MOTIVE, INTENTION
SYMBOLS CODES FORMATS
NUMBER: INTRAPERSONAL
INTER PERSONAL PUBLIC
MASS COMMUNICATION
ELEMENTS 8
LETTERS
NUMBERS
CHARACTERS
GRAPHICS
SPACES
LANGUAGE
VOCABULARY
SPELLING
GRAMMAR
PUNCTUATION
SYNTAX
PARTS
STRUCTURES
HIERARCHY
MARGINS
ALIGNMENT
INDENTIONS
CLARITY ACCEPTABILITY
STANDARDIZATION
ARE THE TARGET RECEIVER’S NEEDS POSITION or functions and EXPECTATIONS determiners or not?
STEPS 7
COMPONENTS 40
DETERMINERS 28
QUESTIONS 4
PRINT AUDIO
ELECTRONIC
MULTICHANNEL
ENCODE 2
DESIRE 1
SEND 3
RECEIVE 4
DECODE 5
FEEDBACK
RESPOND 6
CONFIRMATION
CONFIRM 7
1 3 4
NEED IMPORTANCE URGENCY
SPEED of TRANSFER PRESERVATION of CONTENT
TIMELINESS or TIMING CONFIRMATION of
TRANSFER CONFIDENTIALITY SECURITY
TRANSLATE CREATE
MEANING RELATE to NEEDS
PASSIVE CONTAINER:
DATA, INFORMATION
TARGET NON-TARGET
TEXT SUBTEX T CONTEXT
NOISE INTERVENING
VARIABLE INTERFERENCE
MOTION on FILM
UNI- or MULTIMEDIA on DATA STORAGE DEVICE
INK, on PAPER
SOUND on TAPE
SPOKEN PRINTED or
DRAWN PERFORMED or
ENACTED LIVE or RECORDED
• TO ENTERTAIN
• TO PERSUADE
• TO PRESERVE
• TO PUSH TO ACTION
• TO INFORM
• TO INFLUENCE
• TO EDUCATE
2
MINDSET ABILITY FORM ACCESS
ELEMENTS
Friday, October 05, 2012 SLH1013 - Professional English
The eight elements of professional communication are your guide to understanding the complete process.
Missing a required element can result in unprofessional communication, in miscommunication, or in partial or complete communication failure.
COMPONENTS
Friday, October 05, 2012 SLH1013 - Professional English
The forty components of professional communication determine whether the receiver understands and believes your message.
Missing a required component can result in misunderstanding, in non-belief, or in both, and therefore in communication failure.
STEPS
Friday, October 05, 2012 SLH1013 - Professional English
The seven steps of professional communication determine the success of transferring your message to your target receiver.
Missing a step can result in non-delivery, and therefore result in communication failure.
DETERMINERS
Friday, October 05, 2012 SLH1013 - Professional English
Determiners are elements that affect the elements, the components, and the steps of communication.
Determiners determine whether your communication is of an professional or unprofessional quality.
Failure to consider a determiner can affect the receiver’s decoding, thus resulting in miscommunication.
QUESTIONS
Friday, October 05, 2012 SLH1013 - Professional English
The four questions can help you save time and effort.
These questions help you decide where to focus on your target audience.
Creating a message that focuses on a target receiver’s needs is not required in all of the seven steps.
1 . ORIGIN: S E N D E R S A N D S O U R C E S
2 . ACTIVE PURPOSE: M O T I V E , A N D I N T E N T I O N
3 . PASSIVE CONTAINER: D A T A , A N D I N F O R M A T IO N
4 . DETERMINERS : T H E S E V E N P U R P O S E S O F C O M M U N I C A T IO N
SLH1013 - Professional English Friday, October 05, 2012
Step One: DESIRE
SENDER SOURCE
Friday, October 05, 2012 SLH1013 - Professional English
Active
With intention
Sender sends
Sender makes meaning for receiver
Passive
Repository only
Receiver seeks
Receiver finds meaning for self
Origin of the Message
MOTIVE INTENTION
Friday, October 05, 2012 SLH1013 - Professional English
Hidden or implied purpose or reason
May be different from intention
Receiver may guess the hidden motive
Clearly stated purpose or reason
May be different from motive
Receiver can understand the stated intention
A Sender’s Active Purpose
DATA INFORMATION
Friday, October 05, 2012 SLH1013 - Professional English
Not structured
Needs to be translated
Not understood by receiver
Meaning created by receiver
Code is structured
No need for translation
Understood by receiver
Meaning created by sender
Types of Messages
THE SEVEN FUNCTIONS OF COMMUNICATION
7 Reasons for Communicating
1. Entertaining To elicit a receiver’s willing suspension of disbelief; to help the receiver forget reality for a while
2. Persuasive - To convince a receiver to change a belief or mind-set
3. Preservative - To record an event, information, or data for posterity
4. Quantifying - To elicit and measure a receiver's reaction or output
5. Informative - To effectively transfer information to a receiver
6. Affective - To modify or change a receiver’s attitude, tendency, or feeling about something
7. Educative - To transfer information and skills, at the same time creating positive affect
SLH1013 - Professional English Friday, October 05, 2012
Entertaining Not Entertaining
Friday, October 05, 2012 SLH1013 - Professional English
A dramatic movie
A soap opera on radio
A romantic novel
A joke about life on campus
A documentary film
A weather report on radio
A math textbook
A speech about campus safety
1. TO ENTERTAIN To elicit a receiver’s willing suspension of disbelief; to forget reality for a while
Persuasive Not Persuasive
Friday, October 05, 2012 SLH1013 - Professional English
Advertisement showing white teeth
Receiver’s mindset is different
Receiver’s belief is modified or changed
Advertisement showing toothpaste
Receiver’s mindset is the same
Receiver’s belief is the same
2. TO PERSUADE To convince a receiver to change a belief or mind-set
Preservative Not Preservative
Friday, October 05, 2012 SLH1013 - Professional English
Taking a picture of native costumes
The data is preserved for others to access in the future
Giving a lecture about native dress
The data is presented for access at present
3. TO PRESERVE To record an event, information, or data for posterity
Quantifying Non-quantifying
Friday, October 05, 2012 SLH1013 - Professional English
Asking a patient to open his mouth for a thermometer
The receiver must react
The output can be measured
Telling a patient to go to stop worrying
The receiver may or may not react
The output cannot be measured
4. TO MEASURE REACTION To elicit and measure a receiver's reaction or output
Informative function Non-informative
Friday, October 05, 2012 SLH1013 - Professional English
Telephone directory
News broadcast
Menu
Recipe
Road signs
Free samples
Fiction novel
Joke book
An abstract painting
A speech in an unknown language
5. TO INFORM To effectively transfer information to a receiver
Affective Non-affective
Friday, October 05, 2012 SLH1013 - Professional English
A low grade for a low quiz score
Improving the taste of food
Endlessly repeating an advertisement
Punishing a crime
Making a funny joke
Recording an event on camera
A series of tests with the same level of difficulty
6. TO MODIFY AFFECT To modify or change a receiver’s attitude, tendency, or feeling about something
Educative Non-educative
Friday, October 05, 2012 SLH1013 - Professional English
Teaching essay writing and praising a well-written final essay
Increasing the difficulty of succeeding lessons
Memorizing past historical events for a quiz
A series of tests with the same level of difficulty
7. TO EDUCATE To transfer information and skills, at the same time creating positive affect.
FINAL NOTE
A message that entertains while, at the same time, delivering information is more effective than a message that delivers only information.
Communication is more professional when a message can effectively deliver more functions.
Friday, October 05, 2012 SLH1013 - Professional English
1 . E N C O D I N G , D E C O D I N G , A N D S Y M B O L S
2 . S Y M B O L S : L E T T E R S , N U M B E R S , C H A R A C T E R S , A N D S P A C E S
3 . C O D E S : L A N G U A G E , V O C A B U L A R Y , S P E L L I N G , G R A M M A R , P U N C T U A T I O N , A N D S Y N T A X
4 . F O R M A T S : P A R T S , S T R U C T U R E S , H I E R A R C H Y , M A R G I N S , A L I G N M E N T , A N D I N D E N T I O N S
5 . M E D I A : P A P E R , T A P E , F I L M , D A T A S T O R A G E D E V I C E 6 . D E T E R M I N E R S : C L A R I T Y , A C C E P T A B I L I T Y ,
S T A N D A R D I Z A T I O N 7 . D E T E R M I N E R S : S P O K E N , P E R F O R M E D O R E N A C T E D ,
L I V E O R R E C O R D E D
SLH1013 - Professional English Friday, October 05, 2012
Step Two: ENCODE
Encoding, Decoding, and Symbols
Friday, October 05, 2012 SLH1013 - Professional English
To encode is to translate an idea into a physical form while to decode is to translate symbols into meaningful ideas.
Symbols are characters that are used to record meaning; codes refer to the arrangement of symbols in order to create meaning
Symbols Codes
Friday, October 05, 2012 SLH1013 - Professional English
Characters
Letters (a, Z, y)
Numbers (3, 1, 0)
Signs ($, {}, =, !)
Spaces
Spelling
Grammar
Syntax
Punctuation
Spacing
Indention
ENCODING The use of symbols to translate an idea or concept into physical form
CODES
Friday, October 05, 2012 SLH1013 - Professional English
Language – Formal, informal Vocabulary - Academic, technical, business Spelling – The arrangement of letters to form
words that have meaning. Grammar - The arrangement of words to
form sentences that have meaning. Syntax - The correct arrangement of words to
create well-formed sentences. Punctuation – Signs and conventions to start,
end, pause, join, separate, or identify ideas.
FORMATS
Friday, October 05, 2012 SLH1013 - Professional English
To format is to arrange symbols in codes in order to clarify or emphasize meaning.
Formats are conventions that guide the arrangement of the parts of a message; the purpose is to clarify the meaning of the message.
The use of professional formats indicate the sender’s level of education.
Definitions: FORMATS
Friday, October 05, 2012 SLH1013 - Professional English
Alignment – Arranging the first letters of each line of text to form a straight line
Left-align – The first letter of each line are all in a straight line on the left side of the paper.
Justified – The first and last letters of each line are all in a straight line on both sides of the paper.
Indention – The number of spaces between the margin and the first line of the paragraph
BLOCK FORMAT
All lines are begin on the left side
All paragraphs are aligned on the left and right sides
Friday, October 05, 2012 SLH1013 - Professional English
MODIFIED BLOCK FORMAT
All lines are begin on the left side, except for date and signature.
All paragraphs are aligned on the left and right sides
Friday, October 05, 2012 SLH1013 - Professional English
INDENTED FORMAT
All lines are begin on the left side, except for date and signature, and the first line of each paragraph.
All paragraphs are aligned on the left and right sides
Friday, October 05, 2012 SLH1013 - Professional English
MEDIA & TECHNOLOGY
Friday, October 05, 2012 SLH1013 - Professional English
Media are materials on which symbols can be recorded (medium is singular while media is plural).
Another meaning of media: a technology that is used for transmitting messages.
Paper, for instance, is a medium that can be used for recording as well as a technology for transmitting messages.
Technology refers to any human invention that can be used for any practical purpose.
TYPES OF MEDIA
Friday, October 05, 2012 SLH1013 - Professional English
1. Paper medium – uses ink on paper to record ideas
2. Tape medium – records sound on sound tapes
3. Film medium - records motion, lights, shadows, and sound on video tape or movie film
4. Data storage device – records data, information, or multimedia in digital format on flash drives (USBs) or disk drives.
DETERMINERS
Friday, October 05, 2012 SLH1013 - Professional English
Determiners are elements that affect the elements of communication.
For instance, your choice of a medium depends if the message is live or recorded; spoken, performed or enacted.
Professionalism depends on how these determiners affect the effectiveness of a message.
For instance, the clarity, acceptability, and use of standard codes and formats in a letter make the message more effective.
Determiners of Media and Channel
Friday, October 05, 2012 SLH1013 - Professional English
Live presentation – electronic media, projector; speech on amplifier
Recorded presentation – voice or action on tape
Spoken message – voice on amplifier
Written message – ink on paper
Enacted or performed message – same as live presentation
Determiners of Professionalism
Friday, October 05, 2012 SLH1013 - Professional English
Clarity – simplicity, zero ambiguity, clear and understandable to the target receiver
Acceptability – codes and formats are acceptable according to the target reader’s culture, position or function
Standard codes and formats – codes and formats are standard in the profession, among people with formal education
1. CONFUSING: SEND, RECEIVE, TRANSFER
2. CONFUSING: CHANNEL, MEDIUM, AND MEDIA
3. MEDIA: PRINT MEDIA, AUDIO MEDIA, ELECTRONIC MEDIA
4. DETERMINERS : SPEED, CONTENT FIDELITY, TIMELINESS, CONFIRMATION OF DELIVERY, CONFIDENTIALITY, SECURITY
SLH1013 - Professional English Friday, October 05, 2012
Step Three: SEND
SEND, TRANSMIT, and TRANSFER
Friday, October 05, 2012 SLH1013 - Professional English
To send is to move a message in physical format (letter, roll of film, or photos) from Point A to Point B.
To transmit is to move a message in electronic (email, SMS) or sound (voice tape, voice mail) format from Point A to Point B.
To transfer is to move meaning or skill from sender to receiver.
RECEIVE and DECODE
Friday, October 05, 2012 SLH1013 - Professional English
To receive is to take, accept, experience (read, hear, see) or welcome something.
To decode is to create meaning by translating a set of symbols in codes.
In formal communication, the next step is to find relevance by relating to personal needs or context.
CHANNEL, MEDIUM, and MEDIA
Friday, October 05, 2012 SLH1013 - Professional English
Media are materials that can be use to record symbols or technology that can be used to transmit messages. The word medium is singular; media is plural
A channel is a person, procedure, or technology that can be used to move a message from Point A to Point B. Person: secretary, messenger, assistant Procedure: application procedure Technology: email, telephone, electronic
Print, Audio, & Electronic media
Friday, October 05, 2012 SLH1013 - Professional English
Media can refer to technology for recording and/or for transmitting messages.
Print media refers to books, magazines, and newspapers.
Audio or sound media refers to radio stations, telephones, sound recorders and players
Electronic media refers to electronic mail, SMS (short message service), and phone calls via computer (i.e., Skype)
1. SPEED, TIMELINESS, & CONFIRMATION
2. CONTENT FIDELITY AND SECURITY
3. CONFIDENTIALITY
SLH1013 - Professional English Friday, October 05, 2012
Determiners of Professionalism:
DELIVERY
Speed and Timeliness
Friday, October 05, 2012 SLH1013 - Professional English
Speed of Delivery – When a message is time-sensitive, delayed delivery can result in communication failure.
Timeliness or timing – When a message arrives at a time when it brings the answer to a receiver’s need, then it is timely. When a message comes at a time when it is not needed, that is bad timing.
Confirmation and Content Fidelity
Friday, October 05, 2012 SLH1013 - Professional English
Confirmation of Delivery – When delivery is confirmed by the receiver or a representative, it serves as proof of delivery, although not of decoding by the target receiver.
Fidelity of Content – When the delivery process does not affect the message, then content fidelity is preserved.
Security and Confidentiality
Friday, October 05, 2012 SLH1013 - Professional English
Security of Content – When the message is delivered to the target receiver without being seen by non-target receivers, then the delivery is secure.
Confidentiality – When unwelcome effects can result from non-target receivers who see the message content, then the message should be kept confidential. (See security.)
1 . CONFUSING: R E C E I V E , U N D E R S T A N D
2 . RECEIVER: T A R G E T O R N O N - T A R G E T 3. NUMBER = TYPE: I N T R A P E R S O N AL ,
I N T E R P E R S O N A L , P U B L I C , O R M A S S C O M M U N I C A T IO N
4. DETERMINERS OF DELIVERY –P H Y S I C A L O R E L E C T R O N I C F O R M
5. DETERMINERS OF ACCESS – A V A I L A B I L I T Y O R C O N N E C T I V I T Y O F R E C E I V E R
SLH1013 - Professional English Friday, October 05, 2012
Step Four: RECEIVE
RECEIVE and DECODE
Friday, October 05, 2012 SLH1013 - Professional English
To receive is to take, accept, experience (read, hear, see) or welcome something.
To decode is to create meaning by translating a set of symbols in codes.
In formal communication, the next step is to find relevance by relating to personal needs or context.
Target and Non-target Receivers
Friday, October 05, 2012 SLH1013 - Professional English
A target receiver is the person or group that the sender expects to see the message.
A non-target receiver is any person or group that the sender does not expect to see the message.
Types of Communication by Number
Friday, October 05, 2012 SLH1013 - Professional English
Intrapersonal Communication– when a person communicates with the self.
Interpersonal Communication– when a person communicates with a very small group.
Public Communication - when a person communicates with a larger group.
Mass Communication - when a person communicates with an extremely large group whose members are located in various places.
Determiners of Delivery
Friday, October 05, 2012 SLH1013 - Professional English
Physical Form Printed messages may be more secure than
electronic or voice messages. However, electronic messages can be
transmitted faster and cheaper than print messages.
Electronic Form Electronic and voice messages can be
transmitted faster printed messages. However, anyone with the appropriate skills
can access any electronic message.
Determiners of Receiver Access
Friday, October 05, 2012 SLH1013 - Professional English
Availability A receiver may be present but too busy to receive a
printed message, or to answer a phone or an email.
A receiver’s phone or computer may be connected, but the receiver is not available for communication.
Connectivity A receiver’s phone may be unreachable or the
receiver’s computer may not be connected.
• A professional communicator anticipates such problems to ensure successful message transfer.
1 . M E S S A G E V S M E A N I N G
2 . N E E D , I M P O R T A N C E A N D U R G E N C Y
3 . T R A N S L A T E , C R E A T E M E A N I N G , R E L A T E T O N E E D S
4 . N O I S E , I N T E R V E N I N G V A R I A B L E , & I N T E R F E R E N C E
5 . T E X T , S U B T E X T , A N D C O N T E X T
SLH1013 - Professional English Friday, October 05, 2012
Step Five: DECODE
Message VS Meaning
Friday, October 05, 2012 SLH1013 - Professional English
Message – A message is a set symbols that is arranged into a code to record meaning on a medium.
Medium – A medium is used to carry meaning from sender to receiver
Meaning – The sense (ideas that are revealed) when the code is decoded (understood) by the receiver
Text, Subtext, and Context
Friday, October 05, 2012 SLH1013 - Professional English
Text – are the words that are used to create meaning.
Subtext – are meanings that are not stated but are implied enough to be understood by the reader.
Context – are elements around that affect any element of communication.
Noise
Friday, October 05, 2012 SLH1013 - Professional English
Noise – in communication, noise is anything that interferes with the transfer of information.
Intervening variable –any noise that is not deliberate. It can be distracting element in a context. Example: the speaker’s nationality prevents listeners from believing his speech.
Interference – any noise that is deliberately created to stop the transfer of information. Example: A boy sings loudly so that his sister cannot hear the radio.
The Decoding Process
Friday, October 05, 2012 SLH1013 - Professional English
Encode – to use symbols to record meaning
Decode – to translate symbols in order to create meaning
Translate – to change from one code (language) to another
Create meaning – to understand
Find relevance – to relate the meaning of a message to the needs of the receiver
Decoding Speed
Friday, October 05, 2012 SLH1013 - Professional English
Decoding – means understanding or making sense of a code
Perceived need – Decoding a message is faster when the decoder sees a strong need to do so
Perceived importance – Decoding a message is faster when the decoder sees the message as of high importance
Perceived urgency – Decoding a message is faster when the decoder sees the message as of high urgency
RESPONSE AND FEEDBACK
SPEED OF RESPONSE
SLH1013 - Professional English Friday, October 05, 2012
Step Six: RESPOND
Response Feedback
Friday, October 05, 2012 SLH1013 - Professional English
Response and Feedback
A feedback is a verbal response to the sender, related to specific elements in the message
This may be spoken or written
A response is any reaction to a message
This may be verbal or nonverbal
This may or may not be expressed
Response Speed
Friday, October 05, 2012 SLH1013 - Professional English
The speed of a response depends on The time required to decode the message The receiver’s perception of urgency or non-
urgency of the message The receiver’s perception of importance or
non-importance of the message The receiver’s perception of need or non-need
to respond to the message The receiver’s ability to quickly respond to the
message
AGREEMENT
REPETITION
CORRECTION
ANSWERING A QUERY
PROVIDING DETAILS
SLH1013 - Professional English Friday, October 05, 2012
Step Seven: CONFIRM
How to Confirm
Friday, October 05, 2012 SLH1013 - Professional English
Answer a query – That will be tonight at eleven p.m.
Repeat the information – Yes, the shoes are red, size 34.
Agree to a response – Yes, you are right; the president will attend.
Correct a response – The dress code is casual, not formal.
Provide details – Aside from that, all guests are free to use the mall facilities.
1. WHAT IS STRUCTURE?
2. WHAT IS HIERARCHY?
3. HOW IS THIS RELATED TO COMMUNICATION?
SLH1013 - Professional English Friday, October 05, 2012
STRUCTURE & HIERARCHY
What is structure?
Friday, October 05, 2012 SLH1013 - Professional English
Structure is the way parts are arranged in order to function as a whole.
Hierarchy is the arrangement of parts according to importance.
Companies and organizations have structure and hierarchy.
Communication within a company is affected by structure, and by hierarchy
List of Resources
Types of business letters from
www.ehow.com/info_8252910_four-types-business-letters.html
http://www.ehow.com/list_6762210_different-types-business-letters_.html
http://www.ehow.com/info_8252910_four-types-business-letters.html
http://www.ehow.com/list_7438829_common-types-business-letters.html
http://www.ehow.com/info_7883179_various-types-business-letters.html
http://www.ehow.com/info_7883179_various-types-business-letters.html
http://www.ehow.com/list_6862771_types-business-letters-technical-
writing.html
http://www.ehow.com/about_5417482_types-letters.html
Parts of a letter from www.ehow.com/list_6758940_different-letters-
_amp_amp_-skeleton-parts.html
Letter layouts from http://bizcovering.com/employment/cover-letter-layouts-
amp-samples-for-reference/
http://bpc.digitalbrain.com/bpc/web/mock%20courses/L2%20COM%20RP/pag
e_07.htm
How to write letters for international purposes: http://ecpmlangues.u-
strasbg.fr/cover-letters-layout.html
SLH1013 - Professional English Friday, October 05, 2012
You don’t miss
the water till
the well runs
dry.