BCOM/230 Version 3 / 1
Week Two Student Guide
In Week Two, you begin to dissect the writing process in business communications and discuss verbal and nonverbal communications. This week includes communication formatting and the purpose of specific written business communications—from e-mail to instant messaging, from memo to formal letter, and from verbal to nonverbal. In Week Two, you also discuss how to write clear, well-structured business communications. You learn how to communicate best to find answer to your questions, how to present good news in a direct way, and how to provide bad news indirectly.
Discussion points this week focus on verbal, nonverbal, and short written communication. This week’s focus is on the informal communications such as verbal, listening, nonverbal, e-mail, instant messaging, or personal digital assistant communication.
Group Communication
OBJECTIVE: Describe barriers to group communication.
Resources: Ch. 11 of Organizational Behavior, Ch. 1 of Communicating in Small Groups: Principles and Practices, and Ch. 7 of Business Communication: Making Connections in a Digital World
Content
· Ch. 11: Communication
o The Communication Process
o Direction of Communication
o Interpersonal Communication
o Organizational Communication
· Formal Small Group Networks
· The Grapevine
· Electronic Communication
o E-mail
o Instant Messaging and Text messaging
o Networking Software
o Web Logs (Blogs)
o Video Conferencing
· Knowledge Management
o Choice of Communication Channel
o Barriers to Effective Communication
o Global Implications
o Implications for Managers
· Ch. 1: Introducing Group and Team Principles and Practices of Communicating in Small Groups
o What is Small Group Communication?
o What About Teams?
o What Are The Advantages and Disadvantages of Working in Teams
o What are the Different Types of Small Groups?
o What is Virtual Small Group Communication?
o How Can You Become a Competent Small Group Communicator?
· Ch. 7: Indirectness in Bad-News Messages of Business Communication
o Situations Requiring Indirectness
o The General Indirect Plan
o Refused Requests
o Adjustment Refusals
o Credit Refusals
o Negative Announcements
OBJECTIVE: Describe techniques to enhance group communication.
Resources: Ch. 6 of Communicating in Small Groups and Ch. 5–7 of Business Communication
Content
· Ch. 6: Enhancing Group and Team Communication Skills of Communicating in Small Groups
o Verbal Dynamics in the Small Group
o Listening
o The Importance of Nonverbal Communication in Groups
· More Time is Spent Communicating Nonverbally Than Verbally
· Emotions and Feelings Are Typically Expressed Nonverbally Rather Than Verbally
· Nonverbal Messages Are Usually More Believable Than Verbal Messages
o Application of Nonverbal Communication Research to Groups and Teams
o Functions of Nonverbal Cues in Groups and Teams
· Nonverbal Messages Influence Perceived Leadership
· Nonverbal Messages Influence Persuasion Skills
· Nonverbal Messages Help Synchronize Interaction
· Nonverbal Messages Provide Information About Perceived Honesty or Dishonesty
· Ch. 5: The Writing Process and an Introduction to Business Messages of Business Communication
o The Process of Writing
o The Importance of Readable Formatting
o Memorandums
o E-mail
o Text Messaging
o Instant Messaging
· Ch. 6: Directness in Good-News and Neutral Messages of Business Communication
o Preliminary Assessment
o The General Direct Plan
o Routine Inquiries
o General Favorable Responses
o Adjustment Grants
o Order Acknowledgements
o Claims
o Inquiries and Responses About Job Applicants
o Operational Communications
OBJECTIVE: Identify the role of conflict in group communication.
Resources: Ch. 7 of Communicating in Small Groups
Content
· Ch. 7: Managing Conflict of Communicating in Small Groups
o What is Conflict?
o Types of Conflict
· Pseudo-Conflict
· Simple Conflict
· Ego Conflict
o Conflict and Diversity in Small Groups
o Conflict Management Styles
· Avoidance
· Accommodation
· Competition
· Compromise
· Collaboration
o Collaborative Conflict Management: Principles and Skills
· Separating the People From the Problems
· Focusing on Shared Interests
· Generating Many Options to Solve Problems
· Basing Decisions on Objective Criteria
o Groupthink: Conflict Avoidance
Note. The information above is intended to help you complete your assignments. Read chapters in their entirety, as indicated in the syllabus. Additional information from sections not outlined above may be needed for classroom discussions.