Communication Success Stories

Family Video

MEMO

                 To:          Customer Service Representatives

          From:     Roxanne Duran, Store Manager

          Date:     10/16/2011

          Re:         Improving Commission Sales

          Due to declines in employee sales rates, which monitor the amount of commission-based

          sales made by each individual employee, the company initiated a program to encourage

          better sales performances. The company first notified employees of their rankings among 

          other employees within the entire company, in order to make the staff aware of their

          shortcomings. The managers then gave the employees useful tips which they should use

          to promote their sales. These tips included:

·         Pay attention to each customer’s sales history

·         Mention the “Buy 3, Get 1 Free” special

·         Promote beverage and candy sales

·         Notify of discount expiration and offer renewal of ½ off discounts

          The management also instituted a rewards system, which would praise the employees

          who earned top sales rankings. The employee rankings were posted on the counter and

          were updated at the end of each week.

          Because the management of Family Video was able to successfully communicate what

          the problem was, why it needed to be fixed, how to fix it, and also give rewards for solving

          the issue, the employees responded promptly and efficiently. The employees’ sales

          rankings gradually began to increase each week, and the staff improved their relation

          skills with the customers. As a result, over time, some employees even reached the top 10

          rankings out of all the Family Video stores across the country.

Extra Credit: Adrian College Convocation Series

Patrick Farver

       Patrick Farver, a manufacturer in Michigan for 33 years, spoke to Adrian College students and staff on Thursday, September 22 in the Adrian College Chapel. The presentation highlighted the traits and beliefs of successful people. While characteristics such as passion, honesty, and persistence were all discussed, Mr.Farver noted that in his opinion, the most important quality a successful person can posses is that of integrity. He stated that leaders must practice strong morals, learn from mistakes, plan and execute goals, and upgrade their skills continuously throughout their entire lifetime. In a wise word of advice to the students in attendance, Mr.Farver hinted, "Success leaves clues... Follow them."

       As a student in this Business Communications course, I found the information presented during this convocation speech to be very valuable. In dealing with business, I think it is wise to adopt the qualities Mr.Farver spoke of, such as passion, creativity, decisiveness, trust, and respect. In order to be successful not just in life, but in business specifically, I agree that it is important for one to take responsibility for his or her own actions and that when mistakes happen, it is crucial to learn from the mistakes and try again to fix them. When speaking directly of communication, Mr.Farver noted that building rapport through verbal and nonverbal communication is what develops leaders; leaders cause an immediate attraction to themselves, they posses an ability to easily connect and communicate with other people, and they use creativity to promote group problem solving efficiency. All of these factors are necessary to be successful in the business world.

       When Mr.Farver first began his speech, he introduced himself and informed the audience that the presentation was discussing the topic of traits and beliefs of successful people. Mr.Farver then went on to list seven traits of success, followed by a series of quotes. After that, he added an anecdote about the trials and errors of Thomas Edison on his quest to invent the lightbulb, which took over 9,000 tries. Mr.Farver then listed several leadership qualities, followed by reasons for failure at leadership. I found this portion to be the most educational because it provided me with knowledge on what to do as well as what to avoid. He concluded his presentation with several more quotes, which I found to be slightly cliche, and made it difficult to focus on any main points or lessons. Overall, Mr.Farver was very inspirational and knowledgeable in his presentation.

FAQS: How Can Communication Skills Boost Career Skills

A. Preparing a clear, understandable business message:

          - Be concise and to the point: avoid being too vague, getting sidetracked, and over-elaborating
          - Know your audience: be sure your message is written in a way your audience will understand
            and can relate to
          - Use appropriate channel: decide whether to convey your message over an email, phone call,
            memo, blog, etc. based on the audience and the content of the message
          - Avoid confusing language: explain terms and subjects which the intended audience may not
            be familiar with
          - Proofread: Fix any errors you find after reviewing the prepared message



B. SPOTLIGHT

Elisa Joris is the head women's volleyball coach at Adrian College. As a head volleyball coach who is relatively young, Elisa has still been able to earn respect from her players, largely in part to her communication skills. One factor which produces effective communication is the ability to relate to ones audience; for Elisa she puts a lot of effort into understanding her players. The second factor which encourages effective communication for Elisa is her willingness to take responsibility for, and correct, mistakes. When a person is able to communicate to others when he or she has made a mistake, their audience is more likely to respect that person. Elisa does not settle for her current knowledge on communication, but continues to improve her communication skills with her players, which she says is a crucial element to successful communication. 

C. FAQ's

When working in the business world, communication is a crucial element to all interactions that take place between individuals. From interns to company CEOs, it is important to be effective and professional in all communication. The follow frequently asked questions can be used to clear up some confusion you may have regarding communication problem

1. When in the process of creating a message for co-workers, what is the best way to make sure your message is received and understood?
1. Be clear and explain the objective of your message
2. Identify your audience (co- workers or boss)
3. Clarify specific objectives for the audience
4. Choose the best channel for you audience to receive the message in a timely manner
1. Email
2. New letter
3. Teleconference
4. Posters
5. Team meeting
6. Notice boards
5. Write an outline of the message you wish to send to your audience
1. What they need to know
2. What they want to know
3. What is the most effective way to get your message across
6. Monitor Effectiveness
1. Request an receipt to make sure your audience received to the message
2. Request a feedback letter

http://www.mindtools.com/CommSkll/CommunicationsPlanning.htm <--- For more info click here!

2. How do I deliver the bad news of firing an employee?
1. Plan ahead so that you send the right the message
2. Stay focused
3. Be clear with the message
4. Be respectful
5. Do not beat around the bush
6. Have a plan that includes what you need to do
1. Before
2. During
3. After

http://www.mindtools.com/pages/article/newTMM_77.htm <---For more info click here!

3. How can I be sure to be assertive without being overly aggressive?
1. Clearly identify the vision of your message
2. Motivate others
3. Eliminate tough decisions
4. Reduce confusion
5. Be specific have good judgment
6. Be confident with your message

http://www.inc.com/articles/2000/04/18619.html <---For more info click here!

      4. How can I increase my productivity at work? 

         You can increase your productivity at work by making sure you are communicating effectively.  You can do this by focusing on the 7 C’s of communication:

a.       Clear

b.      Concise

c.       Concrete

d.      Correct

e.      Coherent

f.        Complete

g.       Courteous

http://www.mindtools.com/pages/article/newCS_85.htm <---For more info click here!

5. What can I do when I encounter and unhappy or upset customer?
1. There are a few things that will help you when this situation arises:
2. Adjust your mindset – think of things from the customers point of view
3. Repeat their concerns
4. Be empathetic and apologize
5. Present a solution
6. Take action and follow-up
7. Use the feedback – to avoid this from occurring again in the futur

http://www.mindtools.com/pages/article/unhappy-customers.htm <---For more info click here!

6. How can I ensure that the e-mail messages I send are clear and that others will respond in the way that I would like them to? 
1. Don’t underestimate the importance of the subject line.  The subject line should tell the receiver what the message is about and will determine if they will read it or set it aside.
2. Also including only one subject per e-mail can be helpful but if you need to include more than one be sure to use new paragraphs or bullets for each subject.  You should also let the receiver know what kind of response you would like.

http://www.mindtools.com/CommSkll/EmailCommunication.htm  <---For more info click here!

7. I am unable to get along with a coworker of mine and I feel it is affecting our ability to get work done in our group projects. How do I attempt to solve this issue?

 a. Realize conflicts at work are inevitable: This way, you will be able to approach the problem in a more calm manner, and not overemphasize the extent of problem

b. Handle the conflict sooner rather than later: Don't let one issue create more problems, or build up emotions which can result in overreaction.

c. Ask your coworker: Ask for an explanation, or clarification so that you are able to see their side.

d. Use passive/appropriate language: Avoid coming off as too aggressive, and don't use emotionally charged words which can seem to place blame.

e. Get mediation: If you're unable to solve the issue on your own, use a third party such as a peer or your boss as someone who can provide an outside opinion on the matter so as to eliminate bias.

8. I am unfamiliar with sending out business related emails. What are some tips that can help me avoid common mistakes/errors? 

      a. Don't CC everyone in your workplace: Unless everyone needs to view the message, only send an email to the people who the message concerns.

     b. Think before hitting send: Is your message appropriate? Did you include everything necessary?

     c. Make sure you're using the proper communication method: Consider your audience and whether something like a phone call or a memo would be a better channel to use.

     d. Use attachments: Avoid clutter and confusion by using attachments (documents, power points, etc) instead of writing lengthy paragraphs within the email body. 

http://www.youtube.com/watch?v=aRE-uciREO4 <---For more info click here!

9. With so many communication outlets available, how do I determine the most effective channel of communication to use in different situations?
 
     a. Recognize the level of formality the message requires: Certain outlets are less formal than others: text messages, internet chats, or phone calls.
     b. Determine how quickly you need to get your message delievered: Phone calls and emails are more immediate, while memos and blogs can be used for future events.
     c. Know your audience: Understand what your intended audience would prefer.

http://www.expressyourselftosuccess.com/formal-informal-communication-channels/

Click for more info!

Google + vs. Facebook

 

	GOOGLE+						FACEBOOK
HOME	Stream, Chat (with video), Hangouts						News Feed, Chat, Upcoming Events
PAGE
PROFILE	Display Picture, Posts, In Circles						Default Picture, Tagged Photos, Comments, Statuses, Friends
	Tabs: Posts, About, Photos, Videos, +1's						Tabs: Write Post, Wall, Info, Photos, Friends
SPECIFICS	: On the "About" tab: Introduction, Employment,						On the "Info" tab: Education, Philosophy, Arts & Entertainment,
	Education, & Gender						Sports, Employment, Basic Information, & Contact Information
CIRCLES/	Other people cannot see your circles, keep related people together,						Groups make up an entire new "Profile" page of only those
GROUPS	can hold group chats in which only those members see content						members who are in the group

In summation, Facebook and Google+ are very similar social networking sites which can be used for a number of other purposes. The main differences are within the "Circle"s on Google+ and the chat capabilities of both websites. While Facebook is vastly more popular than Google+, currently, Google+ is a much newer program and will likely become more popular once users begin to realize that the site exists and understand how to use it.

 Companies Using Google+

-- Ford uses Google+ to keep consumers updated on what is going on in the company, such as this 1969 Ford Talladega on display at the Ford World Headquarters
https://plus.google.com/114277687548103339609#114277687548103339609/posts

-- Dell Computers' CEO Michael Dell uses his Google+ page to post about current events relating to Dell youtube.com and their products, as well as to post some more personalized topics, such as his thoughts on the 9/11 10th anniversary.

https://plus.google.com/100523784851251213675#100523784851251213675/posts

Companies Using Facebook:

-- Forever 21 uses Facebook to post new merchandise, keep consumers up to date on fashion trends, and to promote special sales and discounts. 
http://www.facebook.com/Forever21?ref=ts&sk=app_201143516562748#!/Forever21?sk=wall

-- The American Red Cross uses their Facebook page to post inspirational stories, to encourage donations, and to keep people updated on dates/times/locations of events they are hosting.
http://www.facebook.com/Forever21?ref=ts&sk=app_201143516562748#!/RedCrossBlood

Group Presentation: Communication in Japan

Communication is a crucial element in almost all aspects of life. When dealing in the business world, a major complication that can arise in communication involves the differences in communication styles across different countries. As businesses continue to spread internationally, it is important for the businesses' members to understand and recognize the potential confusion in communication they may encounter across cultures.

Below is a chart which gives a few examples of communication gestures in Japan, how they can be misinterpreted in the U.S., and what they really mean in the Japanese culture. It is important to recognize these differences in communication so as not to offend or confuse a potential Japanese client or customer, as well as to better understand what is being said.

Chart

Click the above link ("Chart") to view the chart which explores differences in communication between Japan and the United States!

Article Abstract

General OneFile - Document

Summary:
Technological advancement has been at a steady incline in recent years. In relation to business communication, technology has allowed businesses to communicate more efficiently and at quicker rates. Technological developments have even changed the way consumers communicate with businesses; they now make purchases online, voice complaints or praises online, and are able to compare different prices online.

Evaluation:
I agree with the article's findings that technological advances in Information Technology and computers have caused several changes within business communication and management strategies. Research can be done more efficiently online, data is easy to access, certain computer programs have been created to identify problems within the company, and this data can be processed with time efficiency.

Strengths:
The article uses direct examples and several references to specific companies which facilitate technological advances in communication techniques, which strengthens the article's legitimacy. For instance, one specific example used in the article to exemplify how I.T. can handle multiple currencies with efficiency was, "A web page system from SAP has data from seven Asian countries and converts the currencies into dollars in seconds." Furthermore, terms are defined and explained, and the topic remains clear throughout the entire article.

Weaknesses:
The only major weakness throughout the article was that when listing things, each item was on a seperate line and used the "#" sign in a confusing manner, which made it somewhat difficult to follow.
           Ex.) "###= Paper resources and paper###= Electronic Resources and ###posting###Internet Posting"

Summary of Review:
Overall, this article was useful in highlighting the usefulness of technologicial advancements in the business world. Through its use of specific examples as well as definitions of terms, the article was very thorough and specific in exemplifying and clarifying its overall message. I would recommend this article to others.


"Information Technology - Changing Management Landscape." Pakistan & Gulf Economist 10 Sept. 2011. General One File. Web. 10 Sep. 2011.

Effective Communication

http://www.youtube.com/watch?v=MeiBMkJjXVM&feature=related