Lesson Plan-Internal and External Communication Course ...data.cteunt.org/.../2.05-internal-external-comm.pdf · Lesson Plan-Internal and External Communication Course Title: Business

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Lesson Plan-Internal and External Communication

Course Title: Business Information Management II

Session Title: Internal and External Communication

Performance Objective:

Upon completion of this lesson, students will understand the importance of effective internal and external correspondence and its impact on business.

Specific Objectives:

Students will understand proper communication within an organization and its purpose.

Students will understand appropriate communication to those outside of an organization and the impression it provides of the organization.

Preparation

TEKS Correlations:

Interdisciplinary Correlations:

130.115(c)(2)(B) demonstrate use of content, technical concepts, and vocabulary when analyzing information and following directions

130.115(c)(2)(C) record information needed to present a report on a given topic or problem

130.115(c)(2)(D) write internal and external business correspondence that conveys information effectively using correct grammar, spelling, punctuation, and capitalization

130.115(c)(2)(E) communicate with co-workers to clarify workplace objectives

130.115(c)(2)(F) communicate effectively with customers and co-workers to foster positive relationships

130.115(c)(3)(B) organize information to use in written and oral communication

130.115(c)(4)(A) Use informational texts, Internet websites, and technical materials to review and apply information sources for occupational tasks

130.115(c)(7)(B) employ verbal skills when obtaining and conveying information

130.115(c)(7)(E) Use academic skills to facilitate effective written and oral communication

English: 110.33(b)(1)(A) – Reading/Vocabulary Development …determine the meaning of grade-level technical academic English words in multiple content areas (e.g., science, mathematics, social studies, the arts) derived from Latin, Greek or other linguistic roots and affixes. 110.33(b)(1)(C) – Reading/Vocabulary Development …infer word meanings through the identification and analysis of analogies and other word relationships. 110.33(b)(12)(B) – Reading/Media Literacy …evaluate the interactions of different techniques (e.g., layout, pictures, typeface in print media, images, text, sound in electronic journalism) used in multi-layered media.


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110.33(b)(12)(C) – Reading/Media Literacy …evaluate the objectivity of coverage of the same event in various types of media. 110.33(b)(12)(D) – Reading/Media Literacy …evaluate changes in formality and tone across various media for different audiences and purposes. 110.31(b)(15)(B) – Writing/Expository and Procedural Texts …organized and accurately conveyed information, and reader-friendly formatting techniques.

Accommodations for Learning Differences: It is important that lessons accommodate the needs of every learner. These lessons may be modified to accommodate your students with learning differences by referring to the files found on the Special Populations page of this website.

Teacher Preparation:

References:

Business Computer Information Systems II, Prentice Hall

http://www-rohan.sdsu.edu/course/mflatley/BBC11/webcases/webcase_DriveCam.htm

http://www.rohan.sdsu.edu/course/mflatley/BBC11/webcases/webcase_MediaSolutions.htm

http://www.bused.org/lessons/ic3mos/lesson34.pdf

Instructional Aids: 1. “Internal and External Communication” PowerPoint presentation. 2. “Employment Policies Brochure” Assignment #1 3. “Employment Policies Brochure” Rubric 4. “Case Studies” Assignment #2 5. “Case Studies” Rubric 6. “Book Store Activity” Assignment #3 7. “Book Store Activity” Rubric

Materials Needed: 1. Construction paper to place headings on the wall during Outline activities. 2. Tape or other material to affix documents to the wall under the headings.

Equipment Needed: 1. Computers for students to complete projects 2. Projector for PPT

Learner Preparation: 1. First, ask students to write what they think internal communication means to a business.

Then, ask if they have any ideas about external communication. Draw on the board or document camera a shape or symbol representing a company. Then draw an arrow down to the left with a shape representing “Internal” and one down to the right for “External”. Ask for student responses as to what types of communication are internal and external and record each under the correct columns.

2. Ask students the major importance of accurate and professional internal correspondence. They should arrive at the fact that employees need to be informed of business happenings and that employees see their supervisors as more professional if their correspondence appears that way.

3. Ask students why accurate and professional external correspondence is also very

http://cte.unt.edu/home/special.html

http://www-rohan.sdsu.edu/course/mflatley/BBC11/webcases/webcase_DriveCam.htm



http://www.bused.org/lessons/ic3mos/lesson34.pdf


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important. They should understand that written correspondence is usually the first impression customers and other businesses receive of a company. This can make or break future business.

Lesson Plan

Introduction (LSI Quadrant I) 1. Bring samples of correspondence you have received in the mail. Search for documents

from the Internet if none are available. Show these to students on a document camera. Have a student write on the board the types of correspondence viewed in columns at the top of the board.

2. As the teacher is showing the documents, questions should be asked about whether the documents are internal/external, what the document is (memo, email, letter, flyer, …), specific formatting details (spacing, full name and address, …), formatting (grammar, balanced use of white space, …), and purpose. These details should be listed in the appropriate columns.

3. Then discuss each with the students regarding whether or not the document gives a positive or negative impression of the company.

Important Terms for this Lesson:

Internal communication – communication within a business, among its own employees

External communication – communications that goes outside of a business, to existing or potential customers or existing or potential investors

Communication plan – a plan that outlines the message you want to communicate, your audience, and your communication medium

Outline

Outline (LSI Quadrant II)

Instructors can use the PowerPoint presentation, slides, handouts, and the internet in conjunction with the following outline.

MI Outline Notes to Instructor

I. Types of Correspondence A. Internal 1. memos 2. email 3. employee manual B. External 1. advertising 2. press release 3. business letters 4. customer surveys

Enormous amounts of correspondence are generated by businesses. Whether that correspondence is for internal or external audiences, it should be professional and formatted properly to provide a positive impression of the business. The teacher should bring or print a variety of different examples of business documents to class. Divide the students into groups. On the wall have labels for “INTERNAL” and “EXTERNAL” communication. Have the groups place the documents in the appropriate section of the wall.


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II. Direction of Communication A. Upward – to management B. Downward – to subordinates C. Lateral – across departments III. Communications Plan Considerations A. What do you want to say? B. To whom do you want to say it? C. What type of document works for that situation? IV. Situations Requiring a Plan A. Grand re-opening B. New business C. Job fair D. Charity event E. Fund-raiser F. Sales promotion G. Revised employee benefits H. Company layoffs

Again, using groups of students, distribute documents that fit the criteria to the left. On the wall, have sections for “UPWARD”, “DOWNWARD”, and “LATERAL”. Have students affix the documents under the appropriate headings. Prepare a short handout with several different messages. Distribute these handouts to students and ask them to write who the audience is and what type of document would be most appropriate for the message. Have students share their responses with the class. The events at the left require some planning regarding how to communicate the message. Select several of the activities and go through the steps, such as identifying the audience, the type of correspondence most appropriate, and show professional wording of the documents so students can see these situations modeled in the most suitable manner.

Copy and Paste Multiple Intelligences Graphic in appropriate place in left column.

Application

Guided Practice (LSI Quadrant III):

Using the PowerPoint presentation, the teacher will explain the differences between internal and external correspondence and the types of documents that are appropriate in different circumstances.

Provide students, in pairs, with a business situation and have them prepare a document


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that they think would be appropriate for that situation. Share each of these with the class to show them that there may be more than one type of correspondence that would be appropriate and also point out the proper formatting for each using a document camera.

Independent Practice (LSI Quadrant III):

Employment Policies Assignment #1 In Publisher or Word, students will prepare an Employment Policies brochure. Be sure to utilize all six panels of the brochure, use appropriate design elements such as a balance of text and visuals, section headings, and efficient use of white space. Topics that should be addressed include, but are not limited to, vacation/sick days, work hours, dress code, benefits such as insurance and retirement, and other elements that may be researched on the Internet.

Case Studies Assignment #2 This assignment requires the creation of several documents based upon the scenario presented. Using the “Business Scenario Assignment” at the end of this lesson (which can also be found at the bused.org web site above on pages 42-43) and the 2 scenarios that follow, create the required documents. Be sure to use professional language, proper grammar and punctuation, and proper formatting in each document.

Book Store Activity Assignment #3 You have worked at a book store for two years, and recently profits have decreased and there are many negative issues with the store. The store also sells CDs, DVDs, and video games. The manager was fired so the owner has promoted you and has charged you with turning the store around. Regarding the store itself, the books are improperly shelved, inventory is piling up in the back room, the shelves are dirty and unorganized, and CDs and DVDs are also shelved improperly or are missing. Regarding employees, they are frequently late, take long breaks, and leave early with no penalties, they are standing around, and they are not checking customer for or issuing membership cards to the store’s rewards program. Develop a communications plan to turn this store into a success again. Prepare any documents necessary, using any suitable Microsoft Office applications, to announce a Grand Re-Opening, including, but not limited to preparing: 1) Postcards to neighborhood residents, 2) Memos to employees with incentives for offering membership cards, 3) Flyers offering commission for selling a pre-determined number of books, CDs, videos, or video games, 4) Letters to the community with discount coupons, and

5) Invitation to the Grand Re-Opening, and 6) Any other documents necessary. Affix these documents to a poster to be displayed around the room.

Summary

Review (LSI Quadrants I and IV): Q: Why is professional-looking correspondence important to a business? A: It is important because many times printed correspondence gives the first impression of the business. Q: Are memos internal or external correspondence?


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A: Memos are considered internal correspondence. Q: Why is a plan for communications important to a business? A: A plan is important because the message, audience, and document type must all be considered before preparing the correspondence. Q: True or False. It is proper to write casually and with slang to upper management. A: False. At the office, it is proper to keep written communication professional, especially to upper management.

Evaluation

Informal Assessment (LSI Quadrant III): 1. Instructor will observe students during Independent Practice. 2. Instructor will assist students as needed.

Formal Assessment (LSI Quadrants III and IV): Use the assigned rubrics to evaluate the four Independent Practice Assignments.

Extension/Enrichment (LSI Quadrant IV): 1. Invite a business manger or owner as a guest lecturer to your class. Students can also

ask a parent who works in the community to speak. The students should take notes as to the types of correspondence that is produced within a business, internal and external, and then prepare a PowerPoint presentation of their summaries.


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Welcome Baskets

Your friend has just passed her real estate licensing exam and is excited about the prospect of

starting her new career in real estate. She wants to add a special touch to her business that she

feels is unique and will also increase her referral business, so she enlists your help in coming up

with some creative ideas.

You decide that an added touch for your friend’s new career is to provide gift baskets to new

homeowners as a housewarming gift. In addition, upon a completed sale of a home the seller

will receive a personalized gift basket. You have always been the person who is the most

creative gift-giver of all of your friends so you think this might make a fun and profitable career.

In order for this to be a ‘personal’ gift basket, the realtor will need to get to know the client,

whether it be someone who is selling their home or someone who is buying a home. You will

need to create an interest survey to determine the clients’ likes/dislikes, hobbies, and favorites

(restaurants, stores, scents,).

Your task is to prepare a list of questions to include in your interest survey, as well as possible

examples of the contents of several gift baskets, such as one for sports enthusiasts, movie

watchers, or DIYers. Include an estimate of the cost of a variety of basket types. Prepare an

email for your friend which clearly conveys the above information. Hopefully if your friend is

excited about your ideas, your business can grow to include many other area realtors.


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To Text or Not to Text

You are the webmaster for your high school. You are responsible for updating your school’s

site to reflect the upcoming activities and keeping employee information current, among many

other tasks. From time to time you are asked to create and post ‘public service

announcements’ regarding information that is pertinent to the high school age group such as

Internet safety and study tips.

Your principal has requested that you create and post a message about texting while driving.

This topic is extremely important in today’s society but has become so commonplace among

teenagers that they may not fully understand the dangers of this practice. You are charged

with thoroughly researching this topic and writing a few paragraphs that point out the obvious

dangers, consequences, and statistics in the hope of students becoming more aware of how

dangerous texting while driving actually is.

After you complete your extensive research, create a summary of your findings and other

information you would like to include, in the form of an email that you can send to your

principal. The end goal is that it should be clear, concise, and grammatically correct so that no

revisions are necessary in order that, upon his approval, all you will need to do is post it to your

high school web site.


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Business Information Management II - Internal and External Communication Independent Practice Assignments

Employment Policies Assignment #1 In Publisher or Word, students will prepare an Employment Policies brochure. Be sure to utilize all six panels of the brochure, use appropriate design elements such as a balance of text and visuals, section headings, and efficient use of white space. Topics that should be addressed include, but are not limited to, vacation/sick days, work hours, dress code, benefits such as insurance and retirement, and other elements that may be researched on the Internet. Case Studies Assignment #2 This assignment requires the creation of several documents based upon the scenario presented. Using the “Business Scenario Assignment” at the end of this lesson (which can also be found at the bused.org web site above on pages 42-43) and the 2 scenarios that follow (which may also be found at the sdsu.edu web sites above), create the required documents. Be sure to use professional language, proper grammar and punctuation, and proper formatting in each document. Book Store Activity Assignment #3 You have worked at a book store for two years, and recently profits have decreased and there are many negative issues with the store. The store also sells CDs, DVDs, and video games. The manager was fired so the owner has promoted you and has charged you with turning the store around. Regarding the store itself, the books are improperly shelved, inventory is piling up in the back room, the shelves are dirty and unorganized, and CDs and DVDs are also shelved improperly or are missing. Regarding employees, they are frequently late, take long breaks, and leave early with no penalties, they are standing around, and they are not checking customer for or issuing membership cards to the store’s rewards program. Develop a communications plan to turn this store into a success again. Prepare any documents necessary, using any suitable Microsoft Office applications, to announce a Grand Re-Opening, including, but not limited to preparing: 1) Postcards to neighborhood residents, 2) Memos to employees with incentives for offering membership cards, 3) Flyers offering commission for selling a pre-determined number of books, CDs, videos, or video games, 4) Letters to the community with discount coupons,

5) Invitation to the Grand Re-Opening, and 6) Any other documents necessary. Affix these documents to a poster to be displayed around the room.


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Business Information Management II – Internal and External Communication

Employment Policies Brochure Rubric

Assignment #1

Student Name: __________________________________

CATEGORY 20 15 10 5 or less

Required Elements Brochure contains

all elements

including

additional

elements

Brochure

contains all

elements with

no additional

elements

Brochure

missing a

section

Brochure

missing more

than one

section and

section labels

Appearance Brochure is

exceptionally

attractive relative

to design,

creativity, and

layout

Brochure is

adequately

attractive

regarding

neatness and

design.

Brochure is

unorganized

and inconsistent

in terms of

layout and

design.

Brochure is

poorly designed

and

unattractive.

Mechanics Brochure contains

no grammar or

punctuation errors

Brochure

contains 1-2

grammar or

punctuation

errors

Brochure

contains 3-4

grammar or

punctuation

errors

Brochure

contains more

than 4 grammar

or punctuation

errors

Completeness of

Information

Information

thoroughly

presented on five

panels plus a title

panel

Information

adequately

presented on

five panels with

a title panel

Little information

presented on

most panels

Very few panels

of brochure

used

Examples related

to project

All examples

match the

appropriate

section label

1 example does

not

appropriately

match the

section label

2 examples do

not match the

section label

Section labels

missing from

brochure

Total Score ________

Maximum 100 Points


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Case Studies Rubric

Assignment #2

Student Name: __________________________________


Required Elements All documents

thoroughly

present in great

detail for all case

studies

Documents

present for each

case study

1 case study not

completed

More than one

case study not

completed

Formatting All documents

formatted

properly and

professionally

1 document

contains

formatting errors

2 documents

not formatted

properly

Documents not

formatted, may

have one large

paragraph with

no line spacing

Mechanics No documents

contain grammar

or punctuation

errors

1 document

contains 1-2

grammar or

punctuation

errors

2 documents

contain at least

2 grammar or

punctuation

errors

3 documents

contain

grammar or

punctuation

errors

Sufficiency of

Information

Excellent amount

of information

provided in each

document

Adequate

amount of

information in

each document

Little information

provided in each

document

Some

documents

missing, others

incomplete

Related Content All documents

more than

sufficiently

address the

issues in the case

studies

All documents

adequately

address the

case study

scenarios

1-2 documents

do not properly

address the

scenario topics

None of the

documents

address the

scenarios

correctly


Maximum 100 Points


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Book Store Activity Rubric

Assignment #3

Student Name: __________________________________


Poster Poster includes at

least 4

documents as

well as additional

information

3-4 documents

are included on

poster

Only 2

documents

included on

poster

Several

documents

missing from

poster

Appearance-Word

documents (letter,

memo, …)

All Word

documents

formatted

properly

1 Word

document has

formatting errors

2 of the Word

documents

contain

formatting errors

No formatting

present in any

Word document

Appearance-

desktop publishing

documents

(flyers, invitations,

…)

Excellent use of

design principles

such as use of

white space,

balanced use of

text and graphics

Adequate use of

design

principles

Design

principles not

followed on 1

document

Design

principles not

followed on any

of the desktop

publishing

documents

Mechanics No documents

contain grammar

or punctuation

errors

1 document

contains 1-2

grammar or

punctuation

errors

2 documents

contain at least

2 grammar or

punctuation

errors

More than 2

documents

contain grammar

or punctuation

errors

Documents related

to project

All documents

relate

exceptionally well

to the book store

issues

1 document

does not relate

well to the book

store issues

2 documents do

not relate to the

issues at the

book store

More than 2

documents do

not relate to the

book store

issues


Maximum 100 Points