Page 4 - Business Communications

Presentations (continued)
• Keep time zones in mind when scheduling the call Videoconferencing
- Provide a start and end time and begin on time • The challenge of communicating via videoconferencing is that
- Expect that some people may be a bit late or have to leave early; nonverbal signals are much more difficult to give or understand than
have a way for these people to get any missed information at a later they are if the people are in the same room
date; one excellent way to do this is to create a podcast that is saved - It may be confusing for your audience to understand to whom a
somewhere and accessible to all recipients; if the subject is really im- question is addressed if no name is given at the beginning of the
portant, this may be a very efficient way to transfer key information question
in the future to new hires, vendors, or clients - It can be challenging to determine if your viewers agree with you and
• Remember, people can often hear what is going on in the background whether you have a consensus on a topic
- Make every effort to keep background noise to a minimum • Recognize that many people will use the “mute” button to reduce or
- Using a headset (as opposed to a speakerphone) will help reduce the eliminate background noise
background noise - When asking a direct question, allow people 4–5 seconds to reach for
• Send any germane documents ahead of time to people via email the phone and “un-mute” the call before you restate the question
- If there is a document you will be discussing, allow your recipients • Be aware of the room you are in and what is “in the screen” for your
an opportunity to review the document and come up with questions audience
or comments - Do you have an inappropriate calendar or cartoon on your desk that
- Send the agenda ahead of time and clearly address how questions your audience can see? It will be hard for them to concentrate on
and answers will be dealt with; if you will allow interruptions, say so; what you are saying if there is something distracting in the picture
if you want to wait until the presentation is over to take questions, • You should wear clothes that are not distracting or inappropriate
set that forth in the introductory email as well as at the beginning of - Generally, blue and gray tones appear best on screen
the call • Movement while speaking is very distracting
• Close the call with a summary of the key points and action steps - You should be seated or standing still and be certain not to engage
• Follow up the call with an email in any nervous ticks, tapping, or gestures that will distract your
- This provides your listeners with another way of communicating audience
with you - Using your hands or arms to convey a point more emphatically can
- This should be done the day of the call so that, if one of your listen- be a good idea, but too much movement is counterproductive
ers has a question, it will not be forgotten • Try to avoid yelling into the microphone
• If you are a listener and not a speaker, it is permissible to use instant - Generally, the technology is designed to pick up a normal voice level
messaging to communicate with coworkers about the subject at hand and anything louder than that can be irritating to your viewers and
- This is a great way for your team to make a broader topic more spe- make you look out of touch
cific to your needs or issues • Try to look at the camera’s lens as opposed to the screen
- Make certain that you are not using a keyboard that can be heard by - If you look directly at the lens of the camera, it will appear to your
other listeners and that your topics of conversation and comments viewers as if you are looking them in the eye—this will create a
are respectful and appropriate better sense of communication and closeness to your audience

Memos How to Deliver Bad News or Criticism
via Business Communication
Overview
• A memorandum is used to convey one issue or idea to a limited audience First Things First
- The idea is to be brief with the goal of explaining or informing your recipi- • Make sure the information is correct and not just speculative;
ents on a topic or subtopic few things are more embarrassing than telling someone off
- Shorter is always better in a memo only to find out that you are misinformed
• A memo is generally not as formal as a business letter; however, it is not as Prep People Individually for the News
informal as a personal letter or most emails If the Number Is Manageable
- The tone should be either informative or persuasive depending on the the- • In general, people prefer to react to bad news privately
sis of the memo
- The topic or thesis should be stated clearly to your recipients in the “RE” • Tipping your hand to people beforehand allows you to
(“regarding”) portion of the header; see below for how to format a memo understand who has objections and why
• Have a clear “takeaway” for your readers • This also allows you to state your message slightly differently
if people react poorly to a certain phrase or word you used
- Most likely you want them to do a certain thing or understand a topic in a privately
different way
- Do not be too subtle about the takeaway, and state it right away in your • It allows you to be more personal, which shows that you are
memo with the evidence or support for your point afterward listening to people’s concerns and “get it”
• Use bullet points or an outline format when providing a list Never Lie to Your Employees
- Many times your colleagues will scan a memo • If you cannot divulge certain facts or truths, you should
- Action verbs give your audience clear steps you want them to take be careful with your language but never state incorrect
Format information
• Many basic software packages have stock memo templates for your use; some • Your coworkers or employees will never trust what you say
of these allow for your corporate logo to be used to make the memo look again if they find out you lied; saying “I can’t get into that
more professional or formal right now” is frustrating to employees but far preferable to
• The general format for addressing a memo is as follows: hearing something incorrect
To: All recipients of the memo should be listed here • Do not assume that just because the news is complicated
From: Your name and title, if necessary that your audience cannot handle it; work hard to explain
Date: Today’s date the issues or concepts clearly; your coworkers, clients, or
RE: Short for “regarding”; this is your subject matter or thesis statement employees will appreciate that you respect their intelligence
• A memo sent electronically may also include: enough to give them “the real answer”
CC: Carbon Copy should be used to copy bosses or lateral individuals Deliver Bad News in Person
who may have a passing interest in the subject matter but are not • Emails or texts have a level of impersonality that can add
the direct audience; often the “file” will be carbon copied to keep a insult to injury for your audience
permanent record of certain key information that may be referenced
in the future • There is often a sense of disrespect that comes from not
BCC: Blind Carbon Copy; occasionally, you will want to make having the ability to express one’s disappointment or anger
an individual aware of the memo without telling the in response to bad news, which can make a challenging
persons on the “To” or “CC” list; this is sometimes situation spiral out of control; stand up to the task, offer
used to send something to a “boss of a boss” who apologies (if appropriate), and tell people the hard
is keeping tabs on a direct report or subject but news in a straightforward manner
doing it quietly

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