Determine the medium(s) that you will use to deliver your message and explain how you made this decision. Define the target audience of your external communication. Include key factors and any cultural factors about this audience that you considered.

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III. External Communication

Write a paper in which you discuss aspects of your external communication, as well as craft the actual message that you will use to address the problem you identified in the case study with your target audience.

Note: Be sure to include the actual external message within the body of your paper, to accompany part C. below.

Specifically, the following critical elements must be addressed:
A. Determine the medium(s) that you will use to deliver your message and explain how you made this decision.
B. Define the target audience of your external communication. Include key factors and any cultural factors about this audience that you considered.
C. Craft the message that you will communicate externally and defend how the message promotes the organization’s strategic goals.
D. Identify potential sources of conflict that may arise as a result of your external communication. Consider the message you are communicating, as well as the medium(s) used.

Describe a difficult confrontation that you experienced. Why was the confrontation difficult? What was the point at which the conversation became confrontational?

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Negotiation techniques

Read the following advice on negotiation techniques.

Shapiro, D. (2021). A startling case demonstrates the power of empathy (Links to an external site.). Leadership Briefings, 36, 9–12. https://csuglobal.idm.oclc.org/login?url=https://search.ebscohost.com/login.aspx?direct=true&db=bth&AN=151890396&site=eds-live

Describe a difficult confrontation that you experienced. Why was the confrontation difficult? What was the point at which the conversation became confrontational?

This difficult confrontation can be a personal or career-related confrontation.

Revisit this confrontation using material from the above-linked article and the course material to create a new description of this confrontation focused on applying effective communication and negotiation techniques. The goal in completing this assignment is to apply the course material in changing a challenging confrontation into a healthy and positive dialogue that results in your achieving your desired goal in this confrontation.

In completing this final project address the following topics.

Demonstrate your knowledge of effective communications considering diverse human perspectives.

Analyze the elements, principles, levels, barriers, and strategies used in both the original confrontation and your improved approach in restating the confrontation by applying material from the course.

Identify the needs or goals of both internal and external audiences with the potential of either direct or indirect interest in the confrontation.

In your conclusion describe how the course material has changed your understanding of managerial communication methods and management styles to support healthy and ethical communication habits within an organization.

 

Your paper should be 10-12 pages long and conform to the CSU Global Writing Center (Links to an external site.). Include at least five scholarly references in addition to the course textbook and required or recommended reading. The CSU Global Library is a good place to find these references.

Explain and analyze how the author’s specific writing choices help fulfill the author’s purpose and connect with the target audience. Demonstrate a sophisticated understanding of how rhetorical appeals are working in the text.

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Unit 1: Rhetorical Analysis Essay

English 106
Improving your rhetorical analysis skills is an important step on the journey to becoming a better, more strategic writer. Rhetorical analysis requires you to successfully examine rhetorical situations and consider what writing tactics do and do not succeed. With practice, you can analyze your own rhetoric and become more purposeful and successful.

This assignment asks you to consider how and why a specific written text works (or does not work) rhetorically. You will be using the homework readings from the textbook, along with the class resources and discussions about rhetoric and the rhetorical appeals (ethos, pathos, and logos) as you write your paper. Your analysis should focus on the specific argumentative strategies or elements that the author uses. Your paper should focus on analyzing the text and evaluating its use of rhetoric, not on summarizing the text or presenting your own personal response to the text’s topic or rhetorical strategy.

The Assignment
• Write an essay in which you analyze one of the following essays from your textbook:
• “Safe Spaces, Brave Spaces,” Palfrey, p. 666
• “Thick of Tongue,” McWhorter, p. 650
• “Why Funny Animal Videos Are Good for You,” Heath, p. 589
• “Featuring Disabled Women in Advertisements: he Commodification of Diversity?” Houston, p. 561
• “What Happens When Toxic Office Behavior Moves Online While Working from Home,” Liu, p. 597
• Your paper should be a minimum length of four pages (double-spaced), plus a Works Cited page, and should be formatted in MLA style.
• To better understand the text you chose, you may need to research it to find out who the intended audience was, who the author is, where the text was published or when it was written, and any other important contextual information. If you use any information gained from this research in your paper, document it with in-text citations and on the Works Cited page.

• A successful rhetorical analysis essay will do the following:
o Describe the rhetorical situation (purpose and original target audience) surrounding the text.
o Accurately (but briefly) summarize the text’s argument.
o Include a clear and precise thesis statement (an analytical claim with reasons about how the text works or does not work), along with organizational cues and patterns to guide its readers.
o Explain and analyze how the author’s specific writing choices help fulfill the author’s purpose and connect with (or fail to connect with) the target audience.
o Demonstrate a sophisticated understanding of how rhetorical appeals are working in the text.
o Support its claims with quotations and/or paraphrases from the text

From the behavioral style information in the chapter and other subjects discussed in this book, what do you think is causing the complaints being made? What system changes would you suggest for Child’s Play? Why?

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Working through Technology and People Problems at Child’s Play Toy Company

Background

Since the opening of its newest store in Princeton, New Jersey, Child’s Play Toy Company of Minneapolis, Minnesota, has been getting mixed customer reviews. Designed to be state of the art, open, and customer-friendly, the store includes an attended activity area where small children can play while parents shop. In addition, an innovative system makes it possible for local customers to order products from catalogs or from the company’s website and then go to a drive-up window to pick up their purchases without leaving their cars. Another creative feature involves interactive television monitors in the store, where customers can see a customer service representative at the same time the representative sees them. To reduce staffing costs, the customer service representatives are actually at a Philadelphia, Pennsylvania, location and are remotely connected via satellite and computer to all new stores. This system is used for special ordering, billing questions, and complaint resolutions. Customers can also use a computer keyboard to enter data or search for product information online through the company’s website while in the store.

In recent months, the number of customer complaints has been rising. Many people complain about not getting the product that they ordered over the system. Some are uncomfortable using the computer keyboard, while others dislike the impersonal touch and that they must answer a series of standard questions asked by a “talking head” on the screen. Further, some customers have encountered system or computer breakdowns and say that they cannot get timely service or resolution of problems.

Your Role

As a customer service representative and cashier at the store, you are responsible for operating a cash register in the store at Child’s Play when all registers are open and more than two customers are waiting in each line. You are also responsible for supervising other cashiers on your shift and dealing with customer questions, complaints, or problems. You report directly to the assistant store manager, Meg Giarnelli. You worked in two other New Jersey store branches during the five preceding years.

This afternoon, Mrs. Sakuro, a regular customer, came to you. She was obviously frustrated and pointed her finger at you as she shouted, “You people are stupid!” She also demanded to speak with the manager and threatened that “if you people do not want my business, I will go to another store!” Apparently, a doll that Mrs. Sakuro had ordered two weeks ago using the in-store system had not arrived. The doll was to be for her daughter’s birthday, which is in two days. Although Mrs. Sakuro has a heavy accent, you understood that she had been directed by a cashier to check with a customer service representative via the monitor to determine the status of the order. When she did this, she was informed that there was a problem with the order. The representative who took the original order apparently wrote down the credit card number incorrectly and the order was not processed. When Mrs. Sakuro asked the customer service representative why someone had not called her, the representative said that the customer service department was in another state and that frontline employees are not allowed to make long-distance calls. She was told that the local store where she was picking up is responsible for verifying order status, contacting the customer via telephone, and handling problems. There was no valid explanation given when Mrs. Sakuro asked why someone in New Jersey had not just e-mailed her since they had her e-mail address. Mrs. Sakuro’s behavior and attitude are upsetting to you.

 

  1. From the behavioral style information in the chapter and other subjects discussed in this book, what do you think is causing the complaints being made?
  2. What system changes would you suggest for Child’s Play?  Why?
  3. What can you do at this point to solve the problem?
  4. What primary behavioral style is Ms. Sakuro exhibiting?  What specific strategies should you use to address her behavior?

 

Do you think that Mr. Boyle should take Regal’s past performance record into consideration? Why or why not? What listening skills addressed in this chapter should you use in this situation? Why?

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Handling an Irate Customer at Regal Florists

Background

Regal Florists is a small, third-generation, family-owned flower shop in Willow Grove, Pennsylvania. Most customers are local residents, but Regal has a website and an FTD delivery arrangement so that it serves customers throughout the United States. Mr. and Mrs. Raymond Boyle have been doing business with Regal for more than 20 years and know the owners well. They often order centerpiece arrangements for holidays and dinner parties, which they host frequently because of Mr. Boyle’s position with a public relations firm. They also occasionally send flowers to their six children and four grandchildren living in various parts of the United States and overseas. Regal’s owners and employees are usually especially cheerful, helpful, and efficient. That is one of the reasons the Boyles are loyal customers even though Regal’s prices have risen above the industry average in recent years.

Your Role

During the past years, you have worked part time at Regal, at first delivering arrangements and for the past year creating arrangements and managing the shop. Mr. Boyle stopped by first thing this morning, just as you were opening the store. He was irate, demanding to know what happened with the arrangement delivered yesterday to his assistant for Secretary’s Day, and swearing he would never patronize Regal again. Apparently, he had phoned in the order last week. The order was taken by a former 16-year-old, part-time employee, who has since resigned. According to Mr. Boyle, he had ordered a small arrangement with carnations and various other bright spring flowers for his assistant. Instead, his assistant received a dozen red roses along with a card, on the outside of which was a border of little hearts and the statement “Thinking of you.” Inside the card was a message intended for his wife: “I do not know what I would do without you.” Unfortunately, Mrs. Boyle had dropped by Mr. Boyle’s office and was near the assistant’s desk when the flowers arrived, saw the card and flowers, and was quite upset. Rumor has it that Mr. and Mrs. Boyle are having marital problems. You were the only person in the shop when Mr. Boyle came in. Answer these questions.

  1. Do you think that Mr. Boyle should take Regal’s past performance record into consideration?  Why or why not?
  2. What listening skills addressed in this chapter should you use in this situation?  Why?
  3. What could you possibly do or say that might resolve this situation positively?
  4. Based on information provided, how would you have reacted in this situation if you were Mr. Boyle?  Why?
  5. If you were Mr. Boyle, what could be done or said to convince you to continue to do business with Regal?

 

 

 

Review the evaluation methods for your plan. How will you communicate results to management on a regular basis? Describe how you plan to deal with the negative emotions that often accompany bad news or other information.

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Amazon Company Communication Strategies

This week, add the following sections to your final plan:

Review the evaluation methods for your plan. How will you communicate results to management on a regular basis? Consider a monthly report, management briefings, updates, and a yearly summary for board presentations.
Describe how you plan to deal with the negative emotions (from employees or other audience groups) that often accompany bad news or other information.
Finally, prepare the opening of the oral presentation that will describe your completed plan to management.

Presentation Notes

In your presentation notes, add 1 strategy for each of the following:

  • Reading the emotions of management: What to look for and how to respond
  • Dealing with any negative responses or emotions to the plan: Ways to resolve any possible conflict in the meeting
  • Finding approval for the plan: Continuing the meeting by moving past any negative emotions (resulting in a win-win for everyone involved)
  • Add your presentation notes to the end of the plan.

Write a paragraph regarding your observations about our class. Include: use of all 3 key elements of a paragraph.

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Paragraph writing

Need to write a paragraph regarding your observations about our class (i.e. people, content, etc). Make sure you include:

Use of all 3 key elements of a paragraph (topic, supporting sentence/s, transitions)
Use of at least 1 of the 5 ways to develop a unified, coherent paragraph (illustration, comparison/contrast, cause/effect, classification, and/or problem/solution – page 148)
The reference to this section (pg 148 and more) is uploaded to the attached document. Use it for reference.

Understanding your leadership style can help you pinpoint the leadership techniques that come naturally to you and also the ones you need to work on to achieve your leadership goals. Describe your top two (2) preferred leadership styles and explain how they are both related to your personality and strengths.

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JGR100 Finding Your Leadership Purpose

Personal Development Game Plan

Name

Date

       
       
       
   

Values

“Live consistently according to your moral values. People will respect you for it.”

– Coach Gibbs  

Instructions: This assignment is 9 pages in length including the title page.  Please remember to complete all 9 pages of this assignment. 

Establishing clear values is important when deciding how to live and lead effectively. Using your responses from Assignment 1, identify your top three (3) values and explain why they are important to you.

  1. List your top three (3) values:
Value 1:

 

Value 2:

 

Value 3:

 

  1. Using 50-100 words, explain why each value is important to you.
Value 1 is important to me because…

 

Value 2 is important to me because…

 

Value 3 is important to me because…

Passions

“If you aren’t passionate about what you are doing…You ought to find another career—something that cranks your motor, something you can pour your life into and enjoy it.”

-Coach Gibbs

Instructions: Your passion is the fuel or energy that keeps you going and keeps you filled with meaning, happiness, and excitement, as you pursue your goals in life. Complete the table by identifying five (5) things that you are passionate about, along with a brief description of each passion. Include 1-2 careers that you feel are in alignment with each passion you list.

 

Passion Description Career Match
Ex: Mentoring kids in my neighborhood. This provides happiness and fulfillment for me because I know that I am using my personal experience to make a positive influence on the youth around me. By mentoring the youth, I hope that I am creating a positive impact on our future, as a whole. Teacher or Social Worker
1    
2    
3.    
4    
5.  

Strengths and Personality

“The key is to find out where our people’s gifts, talents, and abilities lie and then help them use their gifts for the common good.”

-Coach Gibbs 

Instructions: Joe Gibbs has a talent for identifying his athlete’s and employee’s strengths and personalities and setting them up for success. He knows that understanding your personality can tell you a lot about how you work with other people and the situations where you excel.. Complete the table below using your personality results from the DiSC report in Assignment 2.

DiSC STYLE:  ___________(insert style here ex: D, i, S, SC, etc.)

DiSC Profile Results  
Priorities  
Motivators  
Stressors  
Strengths in Delegating  
Challenges in Delegating  

Based on your results in the “Challenges in Delegating” section of your DiSC report, choose one of your challenges and describe how you might work to improve this over time. Using approximately 100 words, explain your response in the space below.

 

Leadership Style

“One of the first secrets to successful leadership is to learn all you can from your mentors…but develop a leadership style that works for you. Be yourself!”

                                                                                                            -Coach Gibbs

 Instructions: Understanding your leadership style can help you pinpoint the leadership techniques that come naturally to you and also the ones you need to work on to achieve your leadership goals. Describe your top two (2) preferred leadership styles and explain how they are both related to your personality and strengths. (Use your responses from Assignment #3 to complete this portion of the Game Plan.)

Leadership Style #1: Type style here

Description of style (50-100 words):

 

Explanation of how my style aligns to my strengths and personality (100 words):

 

Leadership Style #2: Type style here

Description of style (50-100 words):

 

Explanation of how my style aligns to my strengths and personality (100 words):

Purpose Statement

“So, what will your life look like when it is full of purpose and on target?”

– Coach Gibbs

Instructions: In Week 2, you created a draft of your Personal Purpose Statement based on what you learned about what it means to have a purpose in life. Revise this original purpose statement using any additional insights that you have gained from this course.

Once you’ve collected and analyzed all of your personal data and experiences, write your “final” Purpose Statement in the first space below. Your Purpose Statement should be 1-2 sentences.

 

My Purpose Statement

Using approximately 100 words, explain why you feel this is your purpose:

Congratulations! You have your purpose statement!  You’re ready to tackle your personal and professional life with focus and a vision for success.

Now it’s time to establish your goals and action plan. Continue your work to write your goals and action plan in the next section and finalize how you will apply it!

Goals and Action Plan

“You must define your goals. You must also regularly evaluate your goals and be willing to revise them when necessary.”

                                                                                                            -Coach Gibbs

Instructions: Goal setting is crucial because it helps keep you focused and motivated, giving you a sense of control over your career, your life, etc. Complete the Action Plan below. Use the Sample Action Plan as a guide to help you develop your Action Plan. Use the career SMART goal from your Journal #2 for this Action Plan.

Action Plan
Purpose (Write your new purpose statement here.)
Goal:

(Write your career SMART goal here.)
Milestone 1 (Identify a milestone (short-term goal) that you plan to accomplish along the way to achieving your SMART goal.)
Identify the barriers to achieving your SMART goal (Identify any possible/anticipated barriers that might throw you off track. Consider how your personality and strengths can help you here.)
Identify 1-2 Strategies to deal with barriers (Note: Consider how your personality and strengths can help you here.)
Identify people who will be impacted and/or affected by your SMART goal (Identify the person/people that may be impacted by this goal.)
Identify a deadline (Identify the deadline you’ve set for yourself to complete the goal!) 

Summary: Putting Your Purpose Into Practice

Using approximately 250 words, describe three (3) main takeaways (key facts, points, or ideas) from this course. How will you apply these takeaways to your personal and/or professional life in the future? Record your response in the space provided below.

Congratulations!  Completing this game plan is a major milestone on your educational journey! You shouldn’t think of this as just another assignment. Instead, this game plan is something you should hold onto and be ready to put to use as you move forward with Joe Gibbs and his team. You’re well on your way to achieving your goals and your purpose.

Discuss the need for diversity awareness in communications. What are some managerial strategies for creating an interculturally sensitive organizational climate?

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Diversity awareness in communications

NOTE: Respond to the following in a minimum of 175 words: Managerial skills are needed for creating and working in an interculturally sensitive organizational climate.

Discuss the need for diversity awareness in communications.
What are some managerial strategies for creating an interculturally sensitive organizational climate?

How would implementing new forms of computer-mediated technology affect your organization’s communication? As a manager, how might you make computer-mediated communication most effective?

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Wk 4 – Communications Journal Entry 3 – Medium Versus Message

  • NOTE: Research the latest trends of electronic media in the workplace.
  • NOTE: Write a 700- to 1,050-word journal entry in narrative style.

Select and summarize three specific software products or computer-mediated communication trends. Compare their advantages and disadvantages.

Analyze areas for opportunity in your workplace concerning the implementation of specific web conferencing software by answering the following questions:

How would implementing new forms of computer-mediated technology affect your organization’s communication?

As a manager, how might you make computer-mediated communication most effective? Consider any necessary training and costs, the challenge of keeping your staff on task during virtual meetings or webinars, the use of proper etiquette, the effect of computer-mediated communication on team dynamics, and so on.

What is the importance of managers selecting the appropriate channel for message distribution in the Information Age?