Introduction to Professional Communication

Introduction to Professional Communication - Student Notes

Accompanies: Introduction to Professional Communication 1

Directions: Fill in the blanks. Defining Professional Communication Segment 1. Professional Communication • Is the visual, written or oral communication in a ____________ context • Is the process of sharing information, ideas or attitudes between a

sender and a receiver • Can be either internal or external business communication Tip: professional is a ____________, conscientious businesslike manner in the workplace. 2. Professional Communication Channels • Include:

− ____________ interaction − telephone conversations − presentations − reports − ____________and memos − electronic media, such as:

• e-mail • video broadcast

3. Internal Business Communication • Is the communication between a business and its ____________

• May include the ____________that occurs between employees 4. External Business Communication • Is the way a business interacts with those outside of the organization • Includes the following fields:

− ____________relations − media relations − ____________ − marketing



5. Public Relations • Is the method of establishing and maintaining a ____________between

an organization and the public • Includes ____________work to ensure the company has a strong public

image • Is typically conducted in the media through:

− newspapers − television − magazines

6. Public Relation Practitioners • Plan overall public relations goals for the organization • Produce written materials, such as ____________, press releases and

annual reports • Form ____________with employees, consumers, media, community,

financial markets, government agencies, etc. 7. Public Relation Practitioners • ____________media • Speak for the organization in public • Plan and execute ____________ • Monitor and evaluate public feedback 8. Public Relations • Requires the following skills:

− researching − planning − evaluation − ____________of the latest communication technologies − experience in graphic design and audiovisual communication − ____________written and oral communication skills

9. Media Relations • Is the ____________between the organization and the media • Involves building relationships with journalists in media • Makes it easier for reporters to ____________, understand and clearly

explain important issues



10. Advertising • Is an act to bring public notice to a product or service • Acts as a paid communication that attempts to ____________opinion • Is usually done using the following:

− signs − brochures − ____________ − direct mailings

11. Marketing • Is the process of __________, pricing, promoting, selling and distributing

goods or services which help to satisfy a market’s needs and wants • Involves the 4 Ps:

− product − price − ____________ − promotion

A market is a group of customers interested in the selling or purchasing of a product. 12. Professional Communication Skills • Include:

− writing − reading − ____________ − speaking − listening

13. Professional Communication • Is any written or oral message which communicates the

____________and objectives of any specific business message • Includes:

− reports − ____________studies − proposals − memos



14. Reports • Can include the following:

− firm’s ____________ − creditworthiness − ____________policies − financial status

15. Reports • Can be divided into five different parts:

− terms of ____________ − procedures − findings − ____________ − recommendations

16. Proposals • Refer to the communication between a seller and ____________ • Are specific information about the needs of the customers and the way

the seller is going to satisfy their needs • Can vary in ____________with specific information or price lists • Are key components in the sales process 17. Case Studies • Are ____________ examinations of a particular subject • Are a study of an entity or part of a company that attempts to determine

what factors led to its success • Are used as ____________tools in business schools and firms 18. Memos • Are short for ____________ • Are short notes to aid the memory process • Are generally sent to ____________ or colleagues • Can be a short, basic form to communicate messages, such as meeting

times and due dates Fun fact: memos do not always have to include a formal salutation of closing remark



Listening Process Segment 1. The Listening Process • Includes:

− hearing • the ability to ____________sound

− focusing • keeping attention on the message

− understanding • ____________the meaning of the message

− remembering • retaining information in the memory

2. Deliberative Listening • Refers to when the ____________listens to only the content and not the

feeling of the message • Is used when receiving and evaluating persuasive messages • Is used when making ____________ • Should make the receiver think 3. Evaluative Listening • Can also be called ____________listening • Refers to the process which involves paying close attention to the

speaker’s tones and word choices • Is used when the listener needs to remember something important • Is used in situations such as:

− listening to ____________in class − listening to announcements − getting directions

4. Appreciative Listening • Refers to listening for ____________or recreation • Is one of the most enjoyable types of listening • Can be used in social situations such as:

− concerts − ____________events − poetry readings − plays



5. Empathetic Listening • Can also be referred to as ____________listening • Is used to participate in, enhance and understand a relationship • Is meant to develop an ____________and appreciation of the sender’s

meanings and feelings • Can most commonly be used in interactions between two people or in a

small group 6. False Listening • Refers to the receiver pretending to listen but thinking of other

occurrences • Can also be called ____________listening • Is an ____________, negative kind of listening 7. Selective Listening • Refers to when a receiver is physically hearing the message, but

chooses not to ____________the message • Is also the act of listening to only the things the receiver wants to hear • Often occurs when a person’s mind is distracted by instances such as:

− watching ____________ − reading − playing computer or video games

8. Partial Listening • Is when a receiver is listening to the sender with the intention to

understand but becomes ____________ − distractions caused by a stray thought or something said

• Is the most ____________type of listening 9. Full Listening • Happens when the listener pays close attention to what is being said in

order to fully ____________the message • Takes more ____________from the listener • Is an active form of listening



10. Deep Listening • Refers to when a listener truly understands a message • Occurs when the mind is quiet and free of distractions • Often leads to feelings of ____________, caring and compassion • Can be used in situations such as listening to:

− favorite music − a ____________family member

11. Listening to a Speech • Requires ____________ahead • Includes paying attention to main points • Involves “listening” to the speaker’s ____________messages 12. Plan Ahead • By asking:

− “What will I ____________from listening to the speaker?” − “What do I need to hear from him or her?”

• By stating listening goals to create motivation to get the most from the speech

− for example: “In today’s lecture, I will learn how to use ____________® PowerPoint® software.”

13. Pay Attention to Main Points • In introductions

− provide the audience with the ____________points • In transitions

− inform the audience a main point is about to be discussed − are used to capture the audience’s attention

• In conclusions − allow the audience to ____________the speech − help listeners refresh their memory of the main points



14. “Listen” to Nonverbal Messages • By watching for nonverbal cues to better understand the speech • For example:

− ____________are more likely to slow down and raise their voice when they are trying to make an important point

− a direct eye gaze indicates an important message is about to be ____________

Components of Professional Communication Segment 1. Interviews • Are formal meetings where a person is asked to communicate skills,

experiences and interests • Are often used for the following:

− for ____________into a school or club − for a media ____________ − to fill a job

2. Interviews • Can be conducted in a variety of different ways including:

− ____________ − internet − ____________ − group

3. Verbal Communication • Is the act of expressing thoughts through ____________words • Includes the following key components:

− sound − words − ____________ − language



4. Nonverbal Communication • Refers to ____________, gestures and facial expressions which are

intentional or unintentional • Is important in a workplace or interview, so remember:

− do not ____________ − pay attention − be attentive and interested − do not interrupt − smile

5. Group Discussions • Are gatherings of people to exchange information, ideas and

suggestions • Can be informal between a group of friends or formal at a workplace or

school • Can be used for:

− employee ____________ − school discussions − ____________ideas

6. Group Discussion Participation • Provides greater interaction between leaders and participants • Should include the display of respect and the ____________of putting

others down • Includes the following keys to remember:

− be yourself − be positive − be ____________ − avoid talking too much

7. Group Discussion • Is most successful when it includes the following:

− observation − listening − ____________ − practice − participation



8. A Group Discussion • Should be set up by:

− choosing ____________topics − using a variety of topics − choosing a variety of group sizes − giving and encouraging ____________

9. Individual Presentations • Are a way to communicate and present ideas and information to an

audience • Can showcase a person’s ____________better than a report • Allow for interaction among all participants • Can be motivational, persuasive or informative • Are often supported by other media, such as:

− computer ____________ − slides − printed handouts

10. Persuasive Presentations • Are used to convince an audience to ____________a proposal

− for example, increase teamwork or make a purchase • Offer a solution to a controversy, dispute or problem • Are successful when there is sufficient evidence and emotion to sway

the audience to the speaker’s ____________ 11. Motivational Presentations • Are a way to get the audience to act or change a behavior or belief

− for example, a ____________ or team morale boosting presentation

• Are a form of persuasive presentations with more of an emotional appeal

• Include, in a business ____________, presentations to maintain a high level of commitment



12. Informative Presentations • Are used to give specific ____________about products, procedures,

rules and regulations • Should include supporting facts and material in order to enhance content • Should contain useful information which is unique and draws the

audience’s attention • Are used to describe new ____________and ideas in a business Etiquette & Responsibilities in Professional Communication Segment 1. Making Introductions • Includes the following considerations:

− the more ____________person should be introduced first unless introducing a client or customer

− the person who is being introduced to should extend their hand first

− ____________the name of the person introduced shows respect and can help with remembering the person’s name

2. Handshakes • Are typically the first interaction between two people • Require the following actions:

− stand and come from around desk − make ____________contact − use a ____________grip − smile

Fun Tip: avoid using the too soft (dead fish) or too hard (bone crusher) handshake as these are seen as insecurities. 3. Telephone Etiquette • Refers to the appropriate manners used when:

− ____________a call − receiving a call − leaving a ____________ − using cell phones

Etiquette is generally accepted behavior required in social relations, in a profession or in life



4. Phone Call “Dos” • Include:

− ____________first and last name when receiving a phone call − return calls in a timely manner, usually within a 24-hour period − identify company and nature of call when placing a call − speak ____________

5. Phone Call “Don’ts” • Include:

− wait ____________a colleague’s office when on the phone − listen to co-workers’ conversations

− give out ____________information about yourself or co-workers − leave someone on hold for a long time

6. Phone Messages • Are usually utilized when a person is unavailable to answer the phone • Which are successful, include the following considerations:

− always give a ____________phone number − identify who is calling and the organization represented − identify the ____________for the call − avoid long messages − speak clearly

7. Phone Messages • Include outgoing voicemail greetings, which require the following:

− the ____________name and name of the organization − when callers can ____________a return call − the key a caller can press for immediate assistance or the

extension or number of a colleague who can provide assistance 8. Criticism • Refers to ____________, evaluation or judgment • Can also be a critical comment, essay or article • Can be ____________, negative or both



9. Offering Criticism • Is most effective when:

− the reason for ____________is fully understood − a person's behavior is criticized rather than the person himself − criticism is focused on ____________which can be changed − criticism is focused on the present and not past actions

10. Receiving Criticism • Involves:

− listening to understand ____________ − recognizing criticism can improve production and relationships − ____________clearly feelings and thoughts concerning the

criticism received − seeking changes to the behavior which prompted the criticism

11. Discrimination in the Workplace • Refers to an employer’s ____________treatment of employees or job

applicants on the basis of specific characteristics • Can include discrimination based on:

− race − ____________ − sex

12. Discrimination in the Workplace • Is prohibited by law concerning the following aspects of employment:

− ____________ and firing − benefits and perks − retirement and disability − leave − ____________ and layoffs

Not-So-Fun Fact: The EEOC reported 93,277 employment discrimination charges in 2009.



13. Gender Discrimination • Is ____________treatment of current or potential employees on the

basis of gender • Can apply to male or female employees • Federal law is filed under the Title VII of the Civil Rights Act of 1964 • Laws also include:

− ____________Discrimination Act − Equal Pay Act − Fair Labor Standards Act − sexual harassment laws

14. Age Discrimination • Is when a current or potential employee is ____________against solely

on the basis of age • Is often referred to when an employer does one of the following:

− retires or ____________an employee before the employer’s usual retirement age

− decides not to employ − denies promotions and/or training

15. Race or Ethnicity Discrimination • Occurs when employers show prejudice against current or potential

employees because of their race or color of skin • Can be characterized by:

− racial ____________ − racial or ethnic slurs − racial jokes − ____________language

16. Communication Ethics • Include:

− accepting ____________for consequences of communication − striving to understand and respect other communicators − ____________integrity, accuracy and honesty

Introduction to Professional Communication

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