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100 Cards in this Set
- Front
- Back
Four management function
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-plan
-organize -control/monitor -lead |
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Plan
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Be proactive. Listen and remain aware of what's happening in your organization, filed and society at large--and then take action.
Involve employees in planning and decision making. |
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Organizing
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ID roles, responsibilities and clearly communicate and enforce.
Provide training and development. |
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Controlling
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ID and communicate evaluation factors/measurement
Gather document and review performance. Remain aware. Resolve performance violations timely. Solve problems without hurting relationships or morale. |
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Leading
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Organizational mission and vision, ensuring employee buy-in.
Build relationships of trust Provide supportive environment that fosters growth, productivity and encouragement. |
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Special communication challenges
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-disabled
physical or mental impairment that substantially limits one or more major life activities -international audiences Consider 1. background 2. people 3. customs and courtesies -nonverbal comms differences 4. lifestyle 5. society |
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Effective teams
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-all members participate
-opposing ideas welcomed -members show respect by listening carefully to each other |
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Ineffective teams
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-most assertive, fastest-thinking, and loudest members get all the air time
-opposing ideas are seen as unwanted conflict -people show disrespect and interrupt each other -secretive talk -decisions finalized by vocal few or simple majority |
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3 approaches to collaborative writing
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1. all write together (slow, inefficient and frustrating
2. assign parts to different members (efficient, quick turnaround; produces dif. styles) 3. Assign one person to draft entire doc (inequitable, longer to generate first draft; consistent style) |
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PERT chart
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process diagrams and are sometimes preferred over Gantt for complex projects bc they show sequences, interrelationships and critical paths in the process.
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Gantt
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A horizontal bar chart that shows:
-projected completion times and -actual completion times |
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Why meetings fail
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poor planning before meeting
poor management during poor followup after |
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3 meeting tracks
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Task track (what and why aspects)
Procedure track (focuses on the how) Relationship track (focuses on the who--addresses feelings) |
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Interpersonal comms
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phone calls
meetings conversations |
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written comms
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e-mail
memo report |
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when you use oral presentation
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meetings
training sessions professional conferences |
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Positive listening behaviors
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be responsive (nonverbal and verbal)
don't interrupt reflective listening |
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traits of trusted people
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honest and ethical
fill their responsibilities produce good-quality work team oriented careful decision makers guided by sound principles emotionally stable sensitive to the feelings of others |
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Categories of etiquette
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general
meeting people dress and grooming table manners conversation |
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COWD
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Content
Organization Writing Design |
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Three purposes of writing
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Inform
Persuade Build trust |
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Audience analysis
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Audience: basic nature, character, personality, professional goals and objectives, self-perception.
Message: consider how much they know about the subject matter, how they feel about it. Messenger: Find out how much the audience knows about you and how they feel about you. |
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Communication channels
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Face-to-face
Phone Text message Instant message Podcasts Video |
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Top-down Outlining
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Traditional-fist list main elements and the list supporting elements beneath
Tree structure-graphic representation of info to be included in your message. Mind map-also graphic representation, bubble in the middle. |
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Bottom-up Outlining
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Free listing:
1. thinking about all info bits you might include in your doc. 2. classifying listed items into categories. 3. Sequencing the categories. |
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5 steps of outline testing:
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1. presence
2. absense 3. horizontal 4. vertical 5. wording |
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ethos
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aspect or strategies in writing that impresses the reader/audience with the authority or credibility of the writer. ("the national center for health recommends all adults over fifty receive a flue shot.")
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logos
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Aspect of the text that appeals to the rational side of the reader. ("getting a flu shot will help prevent widespread absenteeism during one of the busiest times in our organization.")
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ethos
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means convincing by the character of the author. We tend to believe people whom we respect. One of the central problems of argumentation is to project an impression to the reader that you are someone worth listening to, in other words making yourself as author into an authority on the subject of the paper, as well as someone who is likable and worthy of respect.
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Direct/indirect strategy
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inform vs. persuade
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top down, bottom up writing structure
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top: main idea at the beginning
bottom: main idea at the end |
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OABC
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opening
agenda body closing |
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agendas-four "musts"
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quantify
identify organize symbolize |
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CLOUD
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(paragraphs)
coherence length organization unity development |
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HATS
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header
art typography spacing |
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three I's of visuals
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introduce
insert interpret |
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raster
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pixels
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vector
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computer formula
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CARBS
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Contrast
Alignment Repetition Balance Space |
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monochromatic
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simplest color harmony and consists of using different values of the same color. various tints or shades of blue would be considered monochromatic
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analogous
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consists of two colors that are adjacent on the color wheel, such as blue and blue green.
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triad
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refers to colors that lie at the points of a triangle. red, yellow and blue represent a triad combination.
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Complementary
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brings together the colors directly across from each other on the color wheel.
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tint
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adding white to any color
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shade
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adding black to any color
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reviewing rules for writers
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1. describe the audience
2. explain the purpose of the writing 3. explain the strategy used in the message 4. invite feedback, always being open to suggestions and avoiding defensiveness |
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reviewing rules for reviewer
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1. Understand who the audience is and what the goals are
2. Review areas of strength and areas needing improvement 3. Give feedback in helpful, positive way |
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Reviewing paragraphs
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do O first and then CLUD
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8 sentence guidelines
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1. use clear, specific subjects
2. keep verbs close to their subjects 3. Use active and passive verbs appropriately 4. Place modifying words and phrases close to the words they modify 5. Avoid dangling (ambiguous) modifiers) 6. use adjectives and adverbs correctly 7. Use words of the same part of speech after parallel connectives 8. use parallel parts of speech for words in a series |
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6 sentence principles
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1. contribution
2. cohesion 3. structure 4. conciseness 5. tone 6. variety |
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good-news delivery
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give the news right up front
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routine message delivery
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give the main idea
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sales message delivery
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grab the reader's attention
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bad-news delivery
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indirect approach that saves the bad news until later in the message
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simplified style delivery
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use when you're writing to a group or when the recipient's name is gender neutral.
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Application letter opening paragraph
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explain the purpose for your communication--if you use OABC, use an agenda
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application letter middle paragraph
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explain how your education, experience and attributes qualify you for employment
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application letter last paragraph
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ask for an interview and indicate you'll call
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PAR
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Problem, action, result stories that show positive qualities
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guidelines for interviewers
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1. take good notes and record your impressions
2. prepare questions advance, review resume in advance. don't ask questions answered in the resume 3. start out with a brief warm-up phase 4. avoid illegal questions 5. Use closed and open questions effectively 6. use behavioral questions appropriately 8. be a good listener |
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follow-up messages
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include:
1. a sincere thanks 2. something about the interview 3. a statement or two reaffirming your interest in working for the organization |
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truncated words
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words with one or more of their last letters omitted
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wild cards
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a question mark or an asterisk
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Boolean operators
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AND, OR and NOT
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validity
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research must measure what it purports to measure
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Reliability
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resesarch must be repeatable with consistent results
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sampling types
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random, stratified random, systematic random
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question types
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closed
either/or restricted multiple choice unrestricted multiple choice ranking rating open-ended |
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Cause and effect analysis
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know the difference between causes and symptoms
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fishbone diagram
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show cause-and-effect relationships between problem symptoms and causes
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Steps of group brainstorming
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1. select the group
2. select a facilitator 3. select one or two recorders 4. conduct session |
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two styles of thinking in brainstorming
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first divergent
second convergent |
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evaluation of brainstorming
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1. organize and refine the list
2. establish evaluation criteria 3. weight the criteria 4. objectively select the best ideas |
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decision table
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compares alternatives according to important criteria
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force-field analysis
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draw a large "t" on a page, write the goal above. on the left, list the forces that will help; on the right, list the forces that will hinder implementation
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direct/indirect proposal
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direct-use with solicited proposals
indirect-use with unsolicited proposals |
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RFP
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Request for proposal
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basic decision process
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a: understanding the problem
b: identifying alternative solutions c: deciding on the factors and criteria to use as a basis for the decision d: evaluating the alternatives e: deciding which alternative is best |
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periodic repors
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written on a regular basis.
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progress reports
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give an update on the status of an ongoing project
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problem-solving reports
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generally one-time reports that focus on a unique situation
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compliance reports
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indicate whether an organization or unit is complying with legal or management policies
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short reports guidelines
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1. give adequate background information regarding the context of the problem
2. in most cases, use a direct report 3. ID the critical factors to be considered in solving the problem 4. define and introduce alternative solutions to the problem arranged in an appropriate sequence 5. evaluate the alternatives, using factor-by-alternative or alternative-by-factor 6. include a decision matrix showing the results of your evaluation |
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elements of a long report
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1. cover letter
2. title page 3. table of contents 4. executive summary 5. report 6. references 7. appendix |
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things to consider when preparing for an oral presentation
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occasion (kind of occasion and time expectation)
audience (size, knowledge/interest in topic, challenges/needs, expectations) Place (location, room characteristics, equipment, etc.) |
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two factors that cause speakers to go voertime
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1. adding new information
2. not preparing well |
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types of oral presentations
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1. memorized-the presentation is written in full text and memorized
2. manuscript-presentation written in full but then read verbatim 3. extemporaneous-outline created in advance, followed during spontaneous delivery (most common management) 4. impromptu- almost no time to prepare |
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purposes of oral presentations
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inform: "how" and "what," OABC format--use a mix of all types of learning
persuade:clarify goal; analyze audience's values, needs interests, goals and concerns; select a strategy |
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Monroe's five-step sequence
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Attention
Need Satisfaction Visualization Action |
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Aristotle
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Logos, ethos, pathos
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Rank persuasion model
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intensifying and downplaying (emphasize your strengths, downplay your weaknesses; emphasize other proposals' weaknesses, downplay their strengths)
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four conditions of Graber's theory
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1. audience must be open to persuasion
2. presenter must possess relevant info 3. presenter must have good persuasion skills 4. presenter must have internal capital |
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creating a clear message (oral presentations)
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remember to focus on what you want the audience o hear, nto just what you want to say
focus on one core idea and limit body to three or four key points tell them what you're going to tell them, tell them, and then tell them what you told them |
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creating a valuable message (oral presentations)
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People must perceive your message as being important to them, not just to you.
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creating a memorable message (oral presentations)
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1. keep it simple
2. include the unexpected 3. explain in concrete terms 4. make it credible on its own merits 5. arouse human emotions 6. tell a story |
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color on presentations
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use high-contrast text and background
warm colors advance (appear closer) cool colors recede (appear further away) |
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guidelines for oral presentation handouts
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1. keep content simple
2. CARBS 3. distribute handouts at the appropriate times |
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preparing a messenger of an oral presentation
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rehearsal--rehearse three times
voice--pitch, rate, volume, tone ( lower pitch, rich tone) nonverbal messages--eyes, upper limbs (make sure gestures match the content), appearance, movement adaptation--change to adjust to group's emotions |
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presentation Q&A
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1. make sure everyone has heard the question
2. involve everyone in your answer 3. answer each question clearly and concisely |
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intros for group presentations
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introduce group members, their positions the part they'll play in the presentation
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