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Communicate with Credibility

Communicate with Credibility. Credible: * capable of being believed *deserving confidence. Credibility Gap: *public skepticism about the truth of official claims *lack of trustworthiness *a disparity or discrepancy. Business Communication ABCs. Accurate Brief Clear Inspiring

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Communicate with Credibility

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  1. Communicate withCredibility

  2. Credible:*capable of being believed*deserving confidence

  3. Credibility Gap:*public skepticism about the truth of official claims *lack of trustworthiness *a disparity or discrepancy

  4. Business Communication ABCs • Accurate • Brief • Clear • Inspiring (action/attitude)

  5. People Are Busy! See what the Pew Internet Project found about changes since 1975 in the ways people communicate…

  6. Home Media Ecology - 1975 Product Route to homeDisplayLocal storage TV stations phone TV Cassette/ 8-track broadcast TV radio broadcast radio stereo Vinyl album News mail Advertising newspaper delivery phone paper Radio Stations non-electronic Tom Wolzien, Sanford C. Bernstein & Co

  7. Home Media Ecology – 2008 Product Route to homeDisplayLocal storage cable TiVo (PVR) VCR TV stations DSL TV Info wireless/phone radio DVD “Daily me” broadcast TV PC Web-based storage content iPod /MP3 server/ TiVo (PVR) Cable Nets broadcast radio stereo PC Web sites satellite monitor web storage Local news mail headphones CD/CD-ROM Content from express delivery pager individuals iPod / storage portable gamer MP3 player / iPod Peer-to-peer subcarriers / WIFI cell phone pagers - PDAs Advertising newspaper delivery phone cable box Radio stations camcorder/camera PDA/Palm game console game console paper Satellite radio non-electronic storage sticks/disks Adapted from Tom Wolzien, Sanford C. Bernstein & Co

  8. Pulitzer’s Prize Advice“Put it before them:briefly so they will read it, clearly so they will appreciate it, picturesquely so they will remember it, and above all, accurately so they will be guided by its light.”- Joseph Pulitzer

  9. 7 Deadly Sins • Too little information • Too much information • Jargon • Targeted to the wrong audience • Bad English • Too cluttered, too cute • No excitement, no incentive, no reason to care!

  10. Deadly Sin 1 Too Little Information5 W’s (and an H) • Who ? • What ? • When ? • Where ? • Why ? H.How ? $

  11. Email: Too Little Info To: Ginger Smith, Annie Devon, Mike Date, Rick Marshall From: Vonda Vague-Verbose Date: July 17, 2004 Subject: _________________ Priority: URGENT Don’t forget the meeting tomorrow. Bring your IEPs and BLTs. See you there.

  12. Email: Improved To: Ginger Smith, Annie Devon, Mike Date, Rick Marshall From: Vonda Nolonger Vague-Verbose Date: July 17, 2004 Subject: Reminder-July 18 Meeting Priority: URGENT Remember our meeting to decide how we will implement the new International Verbosity Testing Association requirements at the elementary level. We will meet Thursday, July 18, 11 a.m until 2 p.m. in the FHS media center. Bring your IEPs and your lunch. Sodas provided. Send your assistant if you cannot attend. Thank you!

  13. Give Your Reader Full Context at the Beginning • Use an informative subject line • Don’t make the reader wade through email forwards to understand your message • When including more than 1 addressee, break out the action items for each

  14. Instead of To: Abby Gail, Bill Fold, Cindy Rella Subj: Website design draft is done The website design draft is done. Check it out in the attached file. The design firm will need our responses by the end of the week.

  15. Add Why You Are Sending the Info AG: DECISION NEEDED. Get marketing to approve the draft. BF: PLEASE VERIFY. Does the slogan capture our branding? CR: FYI, if we need a redesign, your project will slip. Stever Robbins

  16. Deadly Sin 2 Too Much Information • MIA:5 W’s • Buried:Critical Info • DOA: Main Message Nobody cares. Nobody comes.

  17. Memo To: SUM Staff From: Vonda Vague-Verbose Date: July 12, 2004 Re: SUM Decisions As you know, IVTA is an important topic for FCPS. We need to decide what the next steps will be in activating the program. At the last COC meeting, we discussed whether to implement the IVTA plan this year or next. Because the BLTs and IEPs were not yet complete, we were unable to reach a decision on this matter. Since then I have discussed the matter with the CASI and PPW staffs, and we decided to make this a discussion topic at our next SUM meeting. The meeting will be held on July 18. Its essential that you attend. Come prepared with your BLT and IEP reports, and feel free to bring other department staff who are connected to the project. We will start at 11 am. I realize this is a busy time of year, but you’re attendance is critical. Call if you have any questions.

  18. Memo • To: SUM Directors • From: Vonda Nolonger Vague-Verbose • Date: July 12, 2004 • Re: IVTA Meeting Friday, July 18 • The deadline is fast approaching for deciding how we will implement the International Verbosity Testing Association program this fall! Please mark your calendar for a critical meeting: • Friday, July 18, 11 a.m. - 2 p.m. • Media Center at Frederick High • Your attendance is essential. If you cannot attend, please send your assistant director. Other key department staff, such as curriculum directors, may also attend. • Bring your March 2004 BLTs and IEPs • Bring your lunch; sodas provided • Please call me at 240-246-9999 if you have questions. See you on the 18th!

  19. Deadly Sin 3 Too Much Jargon • Use sparingly even with colleagues • Translate for “non-native” speakers Educationese and technospeak may be English to you but Greek to your audience.

  20. IEP MSA HSA FCASA FASSE certificated RSS feed

  21. Deadly Sin 4 Targeted to the Wrong Audience Who’s reading it? • Co-workers? • Commissioners? • The Boss? • Parents? • Students?

  22. Activity Break • Visualize this room as a map of the U.S. • Stand in the state where you were born.

  23. Chocolate Groups Back at your seat: Select a chocolate …but don’t eat it yet! Find others with the Same kind— Group with them.

  24. Discuss • What factors might you need to consider about your target audience for effective communication?

  25. Bad English Deadly Sin 5 • Punctuation • Grammar • Sentence structure • Spelling

  26. Quiz Break • Check your skills!

  27. Watch for These … • You’re / Your • Compliment / Complement • It’s / Its • Affect / Effect • The Smith’s / The Smiths’ • Call her “Sal.” Don’t call her “Sal”. • Lose / Loose

  28. Common Mistakes • Your earring is loose vs. Don’t lose your ticket • What a nice compliment! vs. That color complements your eyes • How did it affect you? vs. What was its effect on you?

  29. We’ll never have alot of money, but we may have a lot. (alot is not a word) • Never her’s and their’s—always hers and theirs • Accept the gift except when it’s not addressed to you.

  30. Periods and commas ALWAYS go inside the quote marks: He said, “That’s funny.” • It’s = It is (or It has) It’s time to eat vs. The dog lost its collar • FCPS Style--One word, lower case: • online • website

  31. Mistakes to Watch For “40 Tips for Proper English”mbhs.bergtraum.k12.ny.us • Never use a long word when a diminutive one will do. • Be more or less specific. • Proofread carefully to see if you words out. • An employee should be careful to use a singular pronoun with singular nouns in their writing. • The passive voice is to be avoided.

  32. Red Flags • Passive voice: “be” Instead of we will be going…we will go • Redundant: “currently” Instead of we are currently…we are • Titles: It’s Not the Size That Counts

  33. Titles: Word Length Is Not Key Capitalize— *first & last words *all nouns, pronouns (his), adjectives, verbs, adverbs & subordinating conjunctions (If, Because, As, That) Unless they are the first or last word Do NOT Capitalize — *articles (a, an, the) *coordinating conjunctions (and, but, or, for, nor) *prepositions (above, across, after, against, along, among, at, before, behind, below, beneath, between, by, from, in, into, of, on, over, through, up, upon, with, without)

  34. Too Cluttered, Too Cute Deadly Sin 6 Remember your primary mission: to communicate effectively!

  35. Presentations • Avoid distracting special effects • Avoid teeny tiny type - this is Arial 28; this is Arial 28 in bold • Limitfont types to 1 or 2 • Stick to the highlights- When you try to fit too much on the screen you get this, and nobody can read it, and everyone gets annoyed, and you lose your audience, and after all the slide should be a guide for the presenter and audience, not a full page of information • Use dark type on light OR very pale type on very dark background • Use 1 or 2 meaningful graphics per slide

  36. Deadly Sin 7 No Excitement, No Incentive A bland, boring communication is sure to elicit a ‘ho hum” response. Give them a reason to get out of bed!

  37. “Act enthusiastic,and you’ll be enthusiastic!”- Dale Carnegie

  38. Choose the Right Communication Tool for Your Audience and Purpose • Email • Phone call (VM) • Meeting • Memo or letter • Flier or newsletter • Combination

  39. Email Is Easily Misunderstood! • Doesn’t have the benefit of “nonverbal” cues • Humor can fall flat (or worse) • Brief can = blunt or cold • Firmness can = bossy or demanding

  40. Email • Best for • Routine info sharing • Individual/personal communication • Requests to specific person • Consider the circumstances • Sensitive? • Urgent? • Confidential?

  41. Email • Avoid emotion-laden language • Include a pertinent subject line • Check spelling and grammar • Close with a standard ‘signature’ • Leave an “out of office” message when away

  42. If the subject’s a touchy one, let it rest -- and revisit it before you click “send”!

  43. Keep It SimpleAvoid Fussy Fonts & Stationery Pretty but very tough to read. Won’t ‘translate’ to everyone’s computer. Tech Services REALLY discourages it!

  44. Remain ProfessionalEmail Isn’t Personal IM • Remember who you are & what you represent • Use work email for work • Rise above petty exchanges • Don’t use email to discuss sensitive & personal staff or student matters

  45. Tell Them Who You AreInclude Your Signature Sally Sally Ann Jones Administrative Secretary Corridor Elementary School 7306 Appledale Lane Frederick, Maryland 21703 240-666-5555 Sally.Jones@fcps.org www.fcps.org

  46. And just as your mother always told you, say and

  47. Phone Call Pros: • Convenient • Friendly • Can address questions immediately Cons: • Timing can be bad for person you’re calling • Details can get lost in conversation • Leaving messages can be risky

  48. Voice Mail • The greeting • More than a message taker- your personal PR tool • Use it to inform • Be friendly • Be concise • Say when you’ll return the call or a better time to reach you • The return call • Make it prompt • Don’t send callers to VM jail

  49. In Person Pros: • Allows you to read body language • Good for group decisions • Enables you to resolve issues on the spot Cons: • Time-consuming • May give a matter more importance than it warrants

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