ORGL3321-Fleck_Helen
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School
Texas A&M University, Commerce *
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Course
3321
Subject
Communications
Date
Apr 3, 2024
Type
docx
Pages
17
Uploaded by DrStarCamel26
FINAL COURSE PROJECT
Helen Fleck
Final Course Project
ORGL 3321 – Organizational Communication
1.
List five (5) tips to facilitate active listening and reading. (5 points)
Answer:
1.
Maintain eye contact with the speaker; if reading, keep your eyes on the page
2.
Don’t interrupt; if reading, don’t multitask.
3.
Focus on the message, not what is going on internally.
4.
Restate the message in your own words and ask if you understand correctly.
5.
Ask clarifying questions to gain insight and communicate interest.
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2.
Explain confirmation bias, egocentrism, and sociocentrism in regard to writing preparation. (5 points)
Answer: Confirmation bias reinforces your existing beliefs and helps you to ignore or disregard anything that goes against your beliefs.
Egocentrism is when you see things from your perspective and disregard other viewpoints.
Sociocentrism is when you involve society’s standards, potentially alienating your
readers.
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3.
List the five general purposes of the goal of communication interaction. (5 points)
Answer:
1.
To inform
2.
To persuade
3.
To entertain
4.
To facilitate interaction
5.
To motivate a reader
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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:
It may be appropriate to send an instant message or text message when you need to discuss an issue with a coworker/peer at similar levels within your organization and time
is of the essence.
One may choose to send an email when you need to send attachments or time is not as
important, unlike a text message.
Strengths for IM- Very fast, inexpensive
Weaknesses for IM- informal, this is not a good method for large amounts of information.
Strengths for Email- Fast, easily distributed amongst several recipients.
Weaknesses for Email- email can go to the recipient’s spam folder, possible for the email to be overlooked and deleted too early without being read. Page 4
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5.
Discuss five tips for effective business memos. (5 points)
Answer:
1.
When preparing a memo, consider the audience. Be clear and concise.
2.
Memos are professional and generally provide information on policies or procedures from an organization to the employees.
3.
The subject is announced in the subject line, and specific information is provided.
Don’t be generalized.
4.
Memorandums are always direct, and the purpose is clearly announced.
5.
There is no personal bias in a memorandum, just fact. Keep an objective tone.
6.
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6.
Identify the typical stages in the life cycle of a group (5 points)
Answer: 1.
Forming
2.
Storming
3.
Norming
4.
Performing
5.
Adjourning
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7.
Describe different types of group members and group member roles. (5 points)
Answer: Primary groups meet most needs, these include family members and work; secondary groups meet some needs, these include work acquaintances. Member Roles:
Potential member- someone who is interested in a company or group, they have researched the group, possibly even interviewing for a spot in the company/group.
New Group Member- this is someone who has decided to join a group or take
a position but is still an outsider.
Full members-these members are looked to as leaders buy new group members. They know policy and customs; contribute to the success of the group.
Divergent members-these are starting to feel the need to pull away from a group, they contribute less to the group.
Marginal members- is someone who feels the need to look outside of the group for a potential new group.
Ex-member- this is someone who no longer belongs to a group/company.
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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: Dentistry
1.
Mesial- the front edge of the tooth
2.
Distal- the back edge of the tooth
3.
Buccal- the outer edge of the tooth
4.
Palatal- the inside edge of the tooth
5.
Gingival- gums
6.
Bite Wings- small x-rays that show between your teeth.
7.
PA- a small x-ray that shows one to two teeth, showing the apex.
8.
Plaque- film of bacteria that forms on teeth and along gums.
9.
Calculus- plaque that hardens and attaches to the enamel of the tooth.
10.Gingivitis- early gum disease
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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.
b.
Prepare your own elevator speech and present it in writing for review.
Answer:
Hi, I’m Michelle Fleck with SBR Oral Surgery, the patient care coordinator. I ensure the needs of the patient, the referral, and the doctors are met for great patient care. I enjoy taking care of challenging patients and ensuring great customer service to everyone. If you need an excellent customer advocate who knows how to ensure courteous care every time, then I’m the one to choose.
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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:
Dear Environmental Health Department Team Members,
You may be aware of the Air Quality Management District’s program; they are requesting fewer automobile trips made by employees. Our company is encouraging everyone to make fewer trips and find alternative transportation to help avoid possible governmental penalties. Our company is prepared to offer incentives for those employees who participate in the program. First, a day off without penalty for employees who choose to leave their cars Page 10
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at home. Please remember, to qualify, you must not drive to work and maintain a 75 percent vanpool participation rate for six months. Second, a vanpool subsidy of $100 a month will be offered. Vanpool drivers will not be limited to the personal use of their vehicle in their own time.
Third, participating employees will not be forced to park in outlying lots.
If you have any questions or concerns regarding the new program, please contact Ralph Mancini as he will be facilitating the above-referenced program. Our company believes in this program and hopes to have your full support. Page 11
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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: Teamwork and camaraderie are great, we want to keep morale high. We want to make sure that we are still working as a team, in doing so we also want to make sure everyone is in attendance and alert at the weekly meetings. We want to make sure to give respect to our teammates, actively listening and participating. We can ensure that we are actively listening by not multitasking and putting our devices away during meetings. Please try not to interrupt during the meeting, we will allow a chance for each person to speak. Acknowledge the speaker by being attentive, not looking around or chatting with neighbors. Make sure to not be critical or judgmental of the given message. Again, we are a team and work excellent together, let’s continue to support each other moving forward
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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:
SUBJECT: Error in order- Resolving the Issue
Mr. Swinson,
I wanted to personally reach out regarding your order of flowers for your wife for Valentine’s Day. Please accept my deepest apologies for our error in sending the bereavement arrangement instead and for any inconvenience it may have caused.
I would like to make the situation right for you and your wife. I am going to process a full
refund for your order, you should see it reflected within 3-5 business days. I will arrange to have the correct floral arrangement delivered tomorrow.
Also, I would like to extend the offer of a complimentary floral arrangement of your choosing for your wife’s birthday.
Once again, I am deeply sorry for the error we have made and the inconvenience we have caused. Loyal customers like you are highly valued. We want to ensure the highest level of service for our customers. Page 13
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If you have any questions or concerns regarding this, please contact us at 122-123-
1234.
Respectfully,
Helen Fleck
Owner
Fleck Floral
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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 Mr. Hines,
My thoughts are with you during this difficult time as I learned of the tragic passing of Cody. I know this must be a difficult time but please know that you are in my thoughts and prayers.
If you need anything, or someone to talk to, please don’t hesitate to reach out. I am here
to support you in any way that I can.
Sincerely,
Helen
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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)
Subject: Request for Reimbursement Response
Dear Mr. Flanagan,
Thank you for reaching out to us after your iPhone was damaged in the hog barn.
After a careful review of the claim, we will not be able to approve your request for
reimbursement. We do have specific guidelines for our product guarantee for customers to qualify
for reimbursement of the cost of a new phone. The guarantee states that the case is designed to protect the phone against spills of beverages, weight of up to
100 pounds, drops of no more than 6 feet, and chewing of common household pets. Unfortunately, the incident with your phone involved an altercation with an 800-pound boar in which it was crushed. We hope that you continue to be a loyal customer and in doing so continue to use the rugged smartphone case to protect your devices. If you have any additional questions or concerns, please don’t hesitate to contact
our customer support team. Thank you for your understanding. Page 16
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Sincerely,
Helen Fleck
Rugged Phones
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