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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
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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.
Copyright © Texas Education Agency, 2011. All rights reserved.
13
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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Business Information Management II – Internal and External Communication
Case Studies Rubric
Assignment #2
Student Name: __________________________________
CATEGORY 20 15 10 5 or less
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
Total Score ________
Maximum 100 Points
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Business Information Management II – Internal and External Communication
Book Store Activity Rubric
Assignment #3
Student Name: __________________________________
CATEGORY 20 15 10 5 or less
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
Total Score ________
Maximum 100 Points