Final Course Project
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School
Texas A&M University, Commerce *
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Course
3321
Subject
Communications
Date
Feb 20, 2024
Type
docx
Pages
16
Uploaded by MasterWombat3606
FINAL COURSE PROJECT
Final Course Project
ORGL 3321 – Organizational Communication
1.
List five (5) tips to facilitate active listening and reading. (5 points)
Answer:
According to chapter 3, section 3.5 of our book, the five tips to facilitate active listening include:
Maintain eye contact with the speaker; if reading, keep your eye on the page
Don’t interrupt; if reading, don’t multitask
Focus your attention on the message, not your internal monologue
Restate the message in your own words and ask if you understood correctly
Ask clarifying questions to communicate interest and gain insight Page 1
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FINAL COURSE PROJECT
2.
Explain confirmation bias, egocentrism, and sociocentrism in regards to writing preparation. (5 points)
Answer:
Section 1.5.1 in our book states that if you only pay attention to information that reinforces your existing beliefs and ignore or discredit information that contradicts
your beliefs, then you are guilty of confirmation bias. It also defines egocentrism as the use of self-centered standards to determine what to believe and what to reject. Lastly, sociocentrism involves the use of society-centered standards. Page 2
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FINAL COURSE PROJECT
3.
List the five general purposes of the goal of communication interaction. (5 points)
Answer:
From our book, section 1.10.1 lists five general purposes for speaking in public. These purposes include:
Speech to inform
Speech to demonstrate
Speech to persuade
Speech to entertain
Ceremonial speech Page 3
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4.
When is it appropriate to send an instant message (IM) or text message, versus a conventional e-mail? List two strengths and two weaknesses of each communication channel. (5 points)
Answer:
According to Table 5.1 from our book it is appropriate to send an instant message, or text message, for informal uses among peers within an organization, or when you need a fast inexpensive connection with a colleague over a small issue. For a conventional e-mail, it is appropriate to use when you need to communicate but time is not the most important consideration. E-mail is also appropriate to use when sending attachments. IM strengths: very fast and inexpensive
IM weaknesses: informal and not suitable for large amounts of information
E-mail strengths: easy to distribute to multiple recipients and inexpensive E-mail weaknesses: could be overlooked or deleted without being read and “reply to all” error
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FINAL COURSE PROJECT
5.
Discuss five tips for effective business memos. (5 points)
Answer:
Chapter 9, section 9.2, gives us five tips for effective business memos.
1.
Audience orientation
Consider the audience and their needs. Have clear and concise communication throughout all levels of employees within the organization.
2.
Professional, formal tone
Memos are often announcements, and the person sending the memo speaks for part or the whole organization.
3.
Subject emphasis
Subject should be stated in the subject line and should be clear and
concise 4.
Direct format
The purpose is clearly announced, so it should always be direct.
5.
Objectivity
Memos are a place for just facts, so you should avoid subjectivity.
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FINAL COURSE PROJECT
6.
Identify the typical stages in the life cycle of a group (5 points)
Answer: In chapter 19, Bruce Tuckman gives us a table for the typical stages in the group’s life cycle. The first stage is called the forming stage, which is the initiation of the group formation. The second stage is called the storming stage, and this is where the group members sort out their differences. Norming is the third stage, where the groups establishes norms, or informal rules, for behavior and interaction. Forth is the performing stage, where the group accomplishes its purpose and reaches its goals. Finally, the last stage of the cycle is the adjourning stage, in which members then leave the group. Page 6
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7.
Describe different types of group members and group member roles. (5 points)
Answer:
Table 19.3 from our book shows the 6 types of group members and their roles. There is the potential member, new member, full member, divergent member, marginal member, and ex-member.
As a potential member, you are not a member of the group yet, but you are curious and interested in the group.
As a new member, you have just joined the group, but you are still an outsider. As you begin learning the groups’ rules, your level of acceptance with increase.
As a full member, you know the rules, can even create new rules, and is looked up to for leadership
As a divergent member, you focus on differences. When tension
arises , you pull back, contribute less, and start to see yourself as separate from the group.
As a marginal member, you are no longer involved in the group and you are looked outside the group for other interpersonal needs
As an ex-member, you are no longer a group member Page 7
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FINAL COURSE PROJECT
8.
Choose one
of the two following scenarios and respond: (7 points)
a.
Choose a piece of writing from a profession you are unfamiliar with. For example, if you are studying biology, choose an excerpt from a book on fashion design. Identify several terms you are unfamiliar with, terms that may be considered jargon. How does the writer help you understand the meaning of these terms? Could the writer make them easier to understand? Be sure to provide a link to, or citation for, the excerpt.
b.
In your chosen career field or your college major, identify ten jargon words, and define them.
Answer:
(b)
Program Finance
CPI: Contract Performance Index
KPI: Key Performance Index
CV: Contract Value
ETC: Estimate to completion
EAC: Estimate at completion
EV: Earned Value
CAM: Cost Account Manager
PC: Program Controls
MR: Management Reserve
R&O: Risk & Opportunities Page 8
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FINAL COURSE PROJECT
9.
Review the expectations for an “elevator speech”. Then choose one
of the following: (8 points)
a.
Find an example of an elevator speech online (YouTube, for example) and
review it. Include the link to the speech and a brief summary of strengths and weaknesses.
https://www.youtube.com/watch?v=pm2fM1YH9TY
The strengths of this elevator pitch is that she listed who she was, what her business is and what she does, who the competition is. She also listed
what she offers, and how it works.
I don’t think there were many weaknesses to this, I believe she provided us with a brief summary of what she does and how she does it. I will say that since it was an elevator speech presentation, she could have provided an example of what the box would look like. b.
Prepare your own elevator speech and present it in writing for review. Answer:
Hello, my name is Kelsi McNair. I have a financial background. I still have areas to learn and grow, I feel confident that I am in the field that best suits me. I enjoy a challenge and look for ways of efficiency. We all tend to have provided opinions, but I enjoy the data telling the story. I enjoy tracking metrics for all tasks
as this provides a quick overview of the current state and performance. Page 9
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FINAL COURSE PROJECT
10.Analyze the following e-mail message. Revise the message so that it reflects some of the writing techniques you learned from this course. Hint: How can you make the message more courteous, positive, precise, and professional? Focus on conciseness, familiar words, and developing the "you" view. (10 points)
To: All Environmental Health Department Team Members
From: Jonathan Westgate
Subject: Please Reduce Your Employee Driving Trips to Office
Our company faces harsh governmental penalties if we fail to comply with the Air Quality Management District's program to reduce the number of automobile trips made by employees.
The aforementioned program stipulates that we offer incentives to entice employees to discontinue driving their vehicles as a means of transportation to and from this place of employment.
First, we are prepared to offer a full day off without penalty. However, the employee must not drive to work and must maintain a 75 percent vanpool participation rate for six months. Second, we offer a vanpool subsidy of $100 a month, and the vanpool driver will not be limited in the personal use he makes of the vehicle on his own time. Third, employees in the vanpool will not be forced to park in outlying lots.
Pertaining to our need to have you leave your cars at home, all employees
are herewith instructed to communicate with Ralph Mancini, who will be facilitating the above-referenced program.
Answer:
To: All Environmental Health Department Team Members
From: Jonathan Westgate
Subject: Please Reduce Your Employee Driving Trips To and From the Office Unfortunately, our company will face harsh governmental penalties if we
fail to comply with the Air Quality Management District’s program. To
avoid these penalties, we must reduce the number of automobile trips
made by employees.
This program requires that we offer incentives to entice employees to stop
driving their vehicles to and from this place of employment.
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FINAL COURSE PROJECT
First, we are prepared to offer a full day off without penalty. However, the
employee must not drive to work and must maintain a 75% vanpool
participation for six months. Second, we offer vanpool aid of $100 a
month. With this, the vanpool driver will not be limited to the personal use
he or she makes of the vehicle in their own time. Lastly, employees in the
vanpool can park anywhere, as long as it is not this place of employment. I apologize for this inconvenience. If anyone has any questions, please
communicate them with Ralph Mancini, as he will be facilitating the
program referenced above.
Thank you, Jonathan Westgate
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FINAL COURSE PROJECT
11.Providing Routine Information:
You are normally an easygoing manager who gives your employees a lot of leeway in using their own personal communication styles. However, the weekly staff meeting this morning pushed you over the edge. People were interrupting one another, asking questions that had already been answered, sending text messages during presentations, and exhibiting just about every other poor listening habit imaginable.
Review the advice in your text concerning good listening skills, then write a post for the internal company blog. Emphasize the importance of effective listening, and list at least five steps your employees can take to become better listeners. (10 points)
Answer: The Importance of Effective Listening
Effective listening is important to overall communication, alignment and success of your group and organization. Always be considerate of the person speaking or presenting, as well as others around you. When you are distracted, you can also be distracting others without realizing it. The speaker deserves the opportunity to communicate details needed, approaching deadlines and organizational goals or changes. If you are distracted or distracting others, there will be missed details that could affect how you and others respond to future requests. At the end of a speaker's presentation, there is generally time for questions. It is good practice to hold all questions until this time. This will allow the speaker an opportunity to cover all material and follow their agenda. Questions throughout tend to drive side conversations, which can lead to missed material and further distractions.
A few steps that you can take to become a better listener include:
Giving the speaker your undivided attention
Restating what was said and ask clarifying questions to know that you understand
Giving verbal and nonverbal feedback
Don’t interrupt
Limiting distractions Page 12
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FINAL COURSE PROJECT
12.Granting Claims:
Your company sells flower arrangements and gift baskets. Holidays are always a rush, and the overworked staff make the occasional mistake. Last week, someone made a big one. As a furious email message from a customer named James Swinson explains, he ordered a Valentine’s Day bouquet for his wife, but the company sent a bereavement arrangement instead. Respond to Swinson’s email message, apologizing for the error, promising to refund all costs incurred. Decide how you want to make this a more positive outcome for Swinson. Do you inform him that the correct arrangement will arrive tomorrow? Do you offer a choice of any floral arrangement or gift basket free on his wife’s birthday? Both? Other? (10 points)
Answer:
To: James Swinson
From: Flower Company Subject: Valentine’s Day Incident and Compensation Hi James! Thank you for your Valentine’s Day purchase. I would like to apologize for the arrangement mishap, as we were very
busy and made a mistake with your order. We will get your Valentine’s Day bouquet for your wife delivered first thing
tomorrow morning and if you like the arrangement that was delivered to
you, then you are more than welcome to keep it as well. We would also
like to offer you a choice of any floral arrangement or gift basket for free
on your wife’s birthday. Again, I would like to apologize for this mistake, and if there is anything
else we can do for you, please feel free to give us a call or e-mail.
Thank you, Flower Company
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FINAL COURSE PROJECT
13.Goodwill message:
Your office was somber this morning when you arrived at work, as employees learned that Cody, the partner of the chief operating officer, Mike Hines, had been killed in a car accident over the weekend. You never met Cody, and Hines is two levels above you in the corporate hierarchy (you are a first-level supervisor), so you don’t have a close working relationship. However, you have been on comfortable terms with Hines during the eight years you have been at this company, and although you’ve never socialized with him outside of work, you’ve both occasionally shared personal and social news during casual conversations in the cafeteria.
Write a letter of condolence to Hines. (10 points)
Answer: Dear Mike, It is with great sadness and deep sympathy that I learned of your loss of Cody. I know is and will be a difficult time for you. I hope you will take the time you need and find comfort in knowing family, friends, and co-workers are thinking of you.
If there is anything I can do for you during this difficult time, please do not hesitate to reach out.
Please know that you are in my thoughts and prayer, Page 14
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FINAL COURSE PROJECT
14.Negative News:
Your company markets a line of rugged smartphone cases designed to protect the sensitive devices from drops, spills, and other common accidents. Your guarantee states that you will reimburse customers for the cost of a new phone if the case fails to protect it from any of the following:
A drop of no more than six feet onto any surface
Spills of any beverage
Being crushed by any object weighing up to 100 pounds
Being chewed on by dogs, cats, or other common household pets
Jason Flanagan, a rancher from Wyoming, emailed your customer support staff requesting a reimbursement after he dropped his iPhone in his hog barn and an 800-pound boar crushed it in a single bite. Write an email response to the customer, denying his request for a new phone. Follow the guidelines from the course concerning delivering this message. (10 points)
To: Jason Flanagan
From: Phone Case Company Subject: Your Reimbursement Request
Hi Jason! Thank you for purchasing our product, we greatly appreciate it. I see that you have requested a reimbursement for the cost of your new phone, due to an incident with an 800-pound boar. I would like to remind you of our company's guarantee policy. This policy states that we will reimbursement customers for the cost
of a new phone if our phone case fails to protect it from any of the following:
A drop of no more than six feet onto any surface
Spills of any beverage
Being crushed by any object weighing up to 100 pounds
Being chewed on by dogs, cats, or any other common household pets Unfortunately, since your phone was chewed on by an 800-pound boar, which is not considered a common household pet, we will not be able to reimburse you for the cost of your new phone. Page 15
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There is one thing that we can do for you, and that is to give this coupon for any phone case of your choice for free. There is no expiration date, so feel free to use it whenever! I apologize for any inconvenience. If you have any other questions, please let us know.
Thank you,
Customer Support Staff
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