Revision

What elements are needed for effective communication?

Revision
Effective communication involves both sending and receiving messages. It should be clear, accurate, appropriate for the purpose in tone and delivery method and should consider the person receiving the message.

Revision
What do the letters NVC stand for? Give some examples of NVC.

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Non-verbal communication Eye-contact, body language, posture, use of hands, tone of voice, volume, etc.

Revision
What is information overload?

Revision
When so much information is given that it is impossible to take it all in -- or the audience stops listening -- and the key message is lost.

Revision
Name four possible benefits of teamworking

Revision
Benefits of teamworking:
improved productivity enhanced quality of products or services improved customer focus speeding the spread of ideas responding to opportunities, threats & change increased employee motivation introducin multi-skilling and employee flexibility.

Revision
Name the 4 stages of a group development, according to Mike Woodcock

Revision
Stages of group development 1. forming 2. storming 3. norming 4. performing

Revision
Name three roles people may have in a group, according to Belbin.

Revision
Plant Resource investigator Co-ordinator Shaper Monitor evaluator Teamworker Implementer Completer Specialist

Business Writing
What different types of business writing can you think of?

Business Writing
Emails, letters, reports, leaflets, advertising copy, minutes, memos, summaries.

Business Writing
What makes good business writing? What would you have to consider for each form of writing?

Business Writing
Good business writing, like all business communication, is: clear effective simple appropriate in structure, style & tone

Business Writing
Clear Communicates the message without difficulty

Business Writing
Effective Has the desired effect -- the positive effect you wanted with no negative effect.

Business Writing
Simple Doesnt use more complicated sentences than necessary.

Business Writing
Structure There are options but always: Introduction (beginning) Body of the message (middle) Summary (ending)

Business Writing
Formal & Informal What is the difference? What would should / should not be included in: formal writing informal writing

Business Writing
Formal writing longer sentences passive forms e.g. Your payment has not been received. (often) indirect e.g. We are waiting for your call. (indirect) Please call us. (direct)

Business Writing
Informal writing Familiar (friendly) approach Direct language Phrasal verbs (e.g mess up, look into) Idioms Short forms/contractions (Id, youre, etc.) Extreme adjectives (fantastic, amazing, incredible, etc.)

Phrasal Verbs
What do you think these phrasal verbs mean? get mixed up, go off sick, check out, call back, find out, think over, count on, put together, sort out, hang on

Phrasal Verbs
get mixed up -- become confused go off sick -- be absent from work because of illness check out -- investigate call back -- return a phone call find out -- get the information you need think over -- consider count on -- be sure someone will do what is needed put together -- prepare sort out -- solve a problem hang on -- wait

Informal terms
What would be more formal ways to say the following:
Thanks hassle Im rang it wont happen again ASAP

Informal terms
What would be more formal ways to say the following:
Thanks -- Thank you hassle -- inconvenience/difficulty Im -- I am rang -- called/telephoned it wont happen again-- there will be no repeat ASAP -- as soon as possible

Business Writing
Mr Coyle has had a serious problem with a wrong order. Also, the sales department did not return his call when he tried to investigate. He has written to the company to complain and has said he will consider taking his business to other suppliers. Look at the informal reply he received. How would you rewrite it to make it more formal?

Homework
Worksheet on reports.