Download Workplace Communication

CM1240
What you will learn:
In this lecture students will be presented with and
discuss…
 Audience
 Factors for channel selection
 Available Channels
 Written
 Oral
Profiling
Audience
Help decide how to shape the message
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 Appropriate language
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Technical terms
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Informal usage, etc.
Help you decide on the best channel
Help you decide upon tone and style
 Formal
 Informal
Help you determine the type of response
 Neutral
 Positive
 Negative
Help you determine if there is a secondary audience
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Technical Language – lots of area specific technical terms
Semi-Technical Language – some general area technical terms
Non-Technical Language –for someone unfamiliar with the area
Factors Determining Channel
Selection
n Importance of message
n Amount and speed of feedback required
n Necessity of a permanent record
n Cost of the channel
n Degree of formality required
n Best practices in your company
Channels of Communication
(Written)
 E-Mail
 Instant
Messaging
 Fax
 To deliver routine or urgent
messages across a town, a country,
time zones or borders and within
organizations
 To have a brief conversation with a
trusted colleague or customer at a
distance
 To send a written record across time
zones
Channels of Communication
(Written)
 Memo
 To send a written record to
explain policies etc. It is used
within a company.
 Letter
 Report or
Proposal
 To have a written record of
correspondence with external
(sometimes internal) people
 To deliver a large amount of
information
Channels of Communication
(Spoken)
 Telephone Call
 To deliver or gather
information quickly
 Voice Mail
Message
 Face-to-face
 To leave routine information
where time is not important
 To persuade, deliver bad news
or share information
Channels of Communication
(Spoken)
 Face- to- face
Group Meeting
 Video or
teleconference
 To obtain group decisions
and consensus
 To obtain group decision
when members are in
different geographic places
Determine Channel Selection
What channel is best to announce decreased benefits
coverage for 250 employees?
E-mail or memo (Memo is more official and
provides a permanent document)
What channel is best for a sales message promoting
a new product to customers?
SMS, Web page