Storyboard SocialComm, with notes

Font: Cream BookAntiqua 40pt for Headings and White Tw Cen Mt 26pt for Text

Image: None

Interaction: Click to next slide

Narration: Is your organization suffering from poor communication skills? Have you ever wondered how to approach a difficult topic with a colleague or customer? In this lesson, employees will learn how to determine the most effective method of communication for a variety of workplace situations, improving relationships between colleagues and improving customer interactions.

1

Font: Brown Tw Cen Mt 40pt for Headings and Black Tw Cen Mt 29pt for Text

Image: http://www.123rf.com/photo_9751678_contact‐us‐illustration‐design‐isolated‐over‐white.html


Narration: Throughout the following lesson, we intend to help employees become better communicators in the workplace by improving awareness of the importance of the appropriate communication tool for the situation, providing information on the process of deciding which communication tool, phone or e‐mail, to use, and providing the opportunity for learners to test their new skills within a safe learning environment.

2


Images: None

Interaction: Animation on the arrows, stretch over. Click to Next Slide

Narration: Before discussing phone and e‐mail communication, we must first understand “communication.” Communication the process of transferring information from one person to another, but there are many ways that information is communicated.

As you can see from the illustration, even face‐to‐face communication relies on the ability of the source and the receiver to understand the message in the same way. In face‐to‐face communication, the source has multiple channels with which to receive instant feedback from the receivers, allowing the source to improve the communication of the message to ensure the receivers, in fact, receive it.

Communication is by nature vague. When information is communicated through other channels, such a phone or e‐mail it becomes more difficult to transfer complicated information. That is why it is extremely important to use appropriate communication in the workplace to strengthen employee relationships, increase productivity, and meet company goals.

3

Font: Brown Tw Cen Mt 40pt for Heading

Video: From http://www.youtube.com/watch?v=aRE‐uciREO4#t=00m17s (anywhere from 0:17 to 2:51)

Images: None

Interaction: Click to Next Slide

Narration: From Video

4


Image from: http://adverlab.blogspot.com/2008/04/study‐why‐e‐mails‐are‐often.html


Narration: Choosing the best method of communication, e‐mail or phone, is important to ensure clear, effective, efficient communication. As you can see from the chart on the right, achieving clear communication is not as simple as it appears, but it is critical to engaging both employees and customers successfully.

Consider the last time you called a customer service line? Did the employee answer your questions clearly and quickly? Did you feel that the employee understood what you needed and acted to help you in an efficient manner? Were you happy with the results of your call? If not, this may have been the result of poor communication.

5


Images: Communication, photo by Hermann Liesenfeld; Thinkstock, 10/29/2012

Interaction: Animated check boxes, each bullet will be check off as it is mentioned by the narration. Click to next slide

Narration: In order to communicate effectively, many aspects must be considered. You must determine why you are communicating, whom you are communicating with, how you will communicate, and the content and wording of the message itself in order to minimize confusion.

6


Images: Wikileaks: Information Wants To Be Free, https://creativecommons.net/otacke/With all my heart, photo by sergis blog on Flickr, http://www.fotopedia.com/items/flickr‐2571565474We confess our smaller faults to persuade people we have no large ones, by Brett Jordan, http://www.flickr.com/photos/x1brett/4545347766/sizes/q/in/photostream/Buy & Sell, by mattjiggins, http://www.flickr.com/photos/mattjiggins/3018279954/sizes/m/in/photostream/

Interaction: Click to next slide; each image will appear with the narration

Narration: When crafting a professional message, consider the purpose of the communication.

Do you intend to provide the users with specific information, set up a meeting, follow‐up on a previous meeting, or get a quick answer or decision from a colleague? If so, your purpose is probably to convey information.

Are you trying to create a brand for your company, promoting your services or create an image? Do you want someone to believe in your organization? If so your purpose is probably to influence.

7

Are you writing a political message, or trying to convince someone to change an opinion? If so, your purpose is probably to persuade.

Are you trying to promote a product or service? Do you want someone to take an action after receiving your information? If so, your purpose is probably to sell.

7


Images: Left: Publicity photo of “Secret Millionaire” and asian business woman, Kavita Oberoi, photo released by Kavita Oberoi, http://en.wikipedia.org/wiki/File:Kavita_Oberoi_publicity_photo_‐_close‐up_in_sepia.jpg

Right: Jennifer Carroll, photo was created by the State of Florida and is in the public domain under Florida law.


Narration: Who you are communicating with is as important as the purpose of your communication. Consider the two colleagues on the screen. On the left is Kavita, your friend who is a manager in HR, on the right is Jennifer, the director of your organization. Imagine that you need to discuss an improvement to the current HR system with both Kavita and Jennifer. With Kavita, you need to discuss the improvements to the system, the ways in which it might impact other employees, and the best way to integrate the changes into the workflow. With Jennifer, you need to sell your concept, with input from Kavita, for final approval.

In both cases, the initial communication will simply set up a meeting, but the mode of communication appropriate for doing so may be different.

8

Kavita is a close friend. You spend time together outside of work, and she knows you well. Beyond the personal relationship, she is tech savvy, and you’ve recently mentioned these improvements to her in passing in the hall.

Jennifer is a bit more reluctant when it comes to technology, allowing her assistant to take care of most of the reporting software and other new systems that have been integrated into the organization. She is unaware of your proposal and while you have a strong professional relationship, you are not close outside of the workplace.

8


Image:


Phone communication is often a good option when you have a purely business relationship with a recipient as the ability to convey tone and inflection over the phone can provide additional nonverbal communication that isn’t present in e‐mail. Phone communication is immediate and allows the source and the recipient to discuss questions, concerns, or confusion immediately, heading off many misconceptions at the source. However, despite the personal touch phone conversations convey, they are not appropriate for extremely sensitive situations, such as personnel matters. Those conversations should be held in person.

Email is detailed, and provides automatic documentation of decisions, instructions, and plans in the replies to the original communication, and can be used to follow‐up after phone or face‐to‐face communication. E‐mail allows the user to transfer additional material, such a documents, links, and images, to help elaborate on the content of the message. In addition, e‐mail can be less intrusive than phone conversations, allowing the recipient to review the information on their own

9

schedule, rather than be interrupted by a phone call. However, e‐mail can be overused within an organization, increasing the urgency of communications, while burying them in an overflow of information.

9


Image: Protect your Idea, photo by hollymolly; Thinkstock, 10/29/2012


Narration: Once you’ve gathered all of your information, you are ready to create the message. Consider the purpose, audience, and method of communication you will be using, remember to be clear and concise, and ask for help if the communication is particularly important and you feel you need assistance. Most organizations have employees who are professional communicators, sometimes in the Marketing or even the Human Resources departments. Don’t be afraid to reach out to ensure that your message is being heard.

10


Images: http://www.123rf.com/photo_14212481_contact‐us‐icon.html

Interaction: Both icons will move when the narration says, “Which communication tool would you use?” If the user clicks on the phone icon then go to slide 9. If the user clicks on the e‐mail icon go to slide 10.

Audio: When the user clicks on the phone button, a dial tone or ring tone will play. When the user click on the email button, an email sound will play.

Narration: In this scenario you need to schedule a meeting with your supervisor to go over your annual performance review. Which communication tool do you use?

11


Images: None

Interaction: Correct will appear across the slide then disappear and the first bullet will appear. The second bullet will appear with narration. Click to go to slide 11.

Audio: Demonstration phone call scheduling a meeting.

Narration: That is correct! The phone should be used to schedule a meeting with the supervisor. Why? A supervisor is a formal business colleague, and you should communicate with him/her as professionally as possible. Communicating back and forth with e‐mails to schedule a meeting can be very time consuming, especially when waiting for responses from others. In addition, showing the respect and consideration often associated with a phone call could help impress your supervisor prior to your review.

12


Images: None

Interaction: Incorrect will appear across the slide then disappear and the first bullet will appear. The second bullet will appear with narration. Click to go to slide 11.

Audio: Demonstration phone call scheduling a meeting.

Narration: That is incorrect. The phone should be used to schedule a meeting with the supervisor. Why? A supervisor is a formal business colleague, and you should communicate with him/her as professionally as possible. Communicating back and forth with e‐mails to schedule a meeting can be very time consuming, especially when waiting for responses from others. In addition, showing the respect and consideration often associated with a phone call could help impress your supervisor prior to your review.

13


Images: http://www.123rf.com/photo_14212481_contact‐us‐icon.html

Interaction: Both icons will move when the narration says, “Which communication tool would you use?” If the user clicks on the phone icon then go to slide 12. If the user clicks on the e‐mail icon go to slide 13.

Audio: When the user clicks on the phone button, a dial tone or ring tone will play. When the user click on the email button, an email sound will play.

Narration: In this scenario you want to make a small, time‐saving change to a simple, but long‐standing process within the company. You know the colleague who is in charge of this process well, and you feel confident that he/she will understand what you want to do. Which communication tool do you use?

14


Images: None

Interaction: Incorrect will appear across the slide then disappear and the first bullet will appear. The second bullet will appear with narration. Click to continue to slide 14.

Narration: That is incorrect! An e‐mail should be used in this case. With a clear, concise message, the small change can be easily communicated, and an illustration can be easily attached to the e‐mail to provide additional clarification. The recipient can phone the source to ask questions or follow‐up if necessary. Also, while the colleague is the decision‐maker in this case, documentation of the conversation and the decision to change provides justification if the decision should be questioned.

15


Images: None

Interaction: Correct will appear across the slide then disappear and the first bullet will appear. The second bullet will appear with narration. Click to continue to slide 14.

Narration: That is correct! An e‐mail should be used in this case. With a clear, concise message, the small change can be easily communicated, and an illustration can be easily attached to the e‐mail to provide additional clarification. The recipient can phone the source to ask questions or follow‐up if necessary. Also, while the colleague is the decision‐maker in this case, documentation of the conversation and the decision to change provides justification if the decision should be questioned.

16


Image: Communication Method Chart, photo by Ann Bryson‐Eldridge, 10/29/2012

Interaction: Click to next slide; Click for PDF chart

Narration: Choosing an appropriate method of communication means balancing multiple factors. When making your choice, consider all of the factors.

17

Font: Brown Tw Cen Mt 40pt for Headings, Black Tw Cen Mt 28pt for Text, and Orange Tw Cen Mt 28pt for Hyperlinks

Images: None


Narration: Here are the references to support our lesson. Thank you!

18

Documents

Storyboard SocialComm, with notes