Dear BJ

2005-12-14T17:52:00.000-08:00

It’s good to hear from you. I hope you can indeed make it to next summer’s Distance Learning Conference; it promises to be an exciting few days for all. I sincerely hope to see you there.

I’m glad this year’s brochure motivated you to contact me. Your organization clearly identifies clarity in communication as valued by taking the steps necessary to train your employees in interpersonal and organizational communication skills. I applaud you that effort and am pleased to assist you towards that goal.

General Ideas
You stated you are looking at providing a three-week period of instruction for an online Business Communications Workshop. We suggest each level of communication be addressed in a separate week. The first week could include an ice-breaker exercise and the basic dos and don’ts and the Interpersonal Communication Process. The ice-breaker will get the groups talking to one another. The interpersonal process focuses on one-on-one conversations as well as small group behaviors. In the second week, you can address the Organizational Communication Process that focuses on large group dynamics. In the third week the External Communication Process can be addressed which would include vendors, outside contractors, and other companies you may deal with. These week long sessions would build upon each other and offer the student a sense of satisfaction as they begin with the basics and move towards their final goals and objectives, that of communicating in a group and with those outside your organization. We suggest that conflict resolution also be offered as so often what we say or mean is misinterpreted. You might ask Bill Amos what he thinks about adding conflict resolution to this course. Or, you may want to consider it as another course to offer.

I wish you success in your endeavor BJ. If you’d like further guidance, please let me know. It’s been a pleasure for our group here at Madison to assist you with your request.

Sincerely,

Louise and Team Beta

Preparation

2005-12-14T17:45:00.000-08:00

Questions you need to ask yourself

What is your expected start date, how much time do you have to work with prior to the kick-off of this course?
What type of learning management system or course management system do you intend on using?
What are the course objectives/goals and how do you plan on fulfilling those?
What type of funding and personnel resources are at your disposal?
Will this training product be developed in-house, developed by a contractor, or will an off-the-shelf product be used?
What is the minimum and maximum class size you intend to support?
How often do you intend on offering this course?
What type of technology do you plan on using and is there a system already in place?
Will you use Intranet or Internet?
Will all levels of employees be attending the same course at the same time?
Does your primary instructor/facilitator need instruction on Online facilitation?
Will the activities be synchronous, asynchronous, or blended?
Are you incorporating Bill Amos’ material into the course?
Is the communication all verbal (telephone) or will it include email, memos, letters, group presentations, customer service complaints?

Activities Ideas & Concepts

2005-12-14T16:50:00.000-08:00

Problem solving strategies - the learner (or learners) are given a problem and will choose a solution. If you decide to go with the first few days of the course students working individually, learning a few basics, answering questions and such, getting feedback, then, the participants should be formed into groups to solve problems and work through scenarios the second week.
Scenario based training, situations, role-playing - (Sample activity for Week 2)
a. Short video clips of two individuals, one is a customer service representative with the company, the other is a customer or individual in the company. Show different video clips of two people communicating, one with a supplier, one with an outside contractor, one with another employee, and videos with other types of customers as called for. Even communications in group settings can be covered. The first clips should show the learner the right way to communicate. Then show examples of the wrong way to do things, using different incorrect procedures. (first tell the learner that these are incorrect). You can include scenarios of typical, unusual, and difficult communication encounters.
b. Content can then be taught, how best to communicate with customers and anyone else the company wants to train on, perhaps adding communication with others in the company, peers, subordinates, and supervisors. This content would incorporate Bill Amos' already formulated training.
Guest Interviews
Brainstorming
Peer Teaching
Complete a Case Study
Create a Case Study
Practice with Discussion
Brief Readings
Role Playing
Simulation Exercises
Trigger Audio or Video
Critical Incidents
Debate
Quality Circles
Snowball Group
Basic Knowledge and Skills Game for course introduction (Sample activity for Week 1)
News Release Activity (Sample activity for Week 3)

Other Items

Include practical exercises in this training to test the response of the learner to different situations.
Ensure you assess the learning, the product, and the facilitation.
Generate feedback to and from the learner.
Perhaps get ideas from customers and other contacts.

Week 1 Activity :Basic knowledge and skills competition game

2005-12-14T16:40:00.000-08:00

Participants read printed materials first and join this open-book warm up game. All questions should be really, really basic questions. Questions could be raised by facilitator or different groups could question one another.

Week 2 Activity: Situation based activity

2005-12-14T15:50:00.000-08:00

Show participants short video clips of some right and wrong situations. Participants discuss and come up with general rules or notices for communication with customers, outside contractors, suppliers and employees in different departments.

Week 3 Activity: News Release Case Study

2005-12-14T15:25:00.000-08:00

In order to be an effective communicator in a business environment, you must be able to work in conjunction with the other members of your team to prepare written materials that can positively reflect upon your company. To aid you in this goal, the following case study will require the group to collaborate and decide upon the best message and method of delivery to meet the contract requirements.

This case study should complement the printed materials and audio explanation segments that came with the class study guide. Use those materials as a guide when working to solve the case study.

Case
Your group runs the PR department for Presentation Arts. Your company has just landed a large account: a $5 million dollar contract to produce training and sales motivational modules for Kawasaki Motors Corp. Your job is to encourage the local media to publish this news.

Assignment
Using the information below, write a two-page news release announcing this news. You may need to do some research to find out more about Kawasaki Motors Corp. at http://www.kawasaki.com/content.asp?url=/ourcompany.asp.

As described in the printed materials in the study guide, develop and include a “boilerplate” paragraph at the end. Use your group name as the contact.

Purpose
To generate free publicity for Presentation Arts, educate the public about Presentation Arts, and to begin to generate interest in Kawasaki Motors.

Audience
Editors of local media – local newspaper or magazines.

Format
Print news release format on company letterhead with all appropriate information, page numbering, and end marks.

Suggested Content

Will be hiring ten local videographers and designers to create the modules and produce the event in Las Vegas.
Will be shooting footage of Kawasaki products in studios and on locations throughout the U.S.
Landed $5 million account yesterday.
To produce a series of sales training and motivational videos for dealerships across the U.S.
Kawasaki will be introducing its 2007 product line at the event
Models will be shown at national sales meeting in Las Vegas on March 23-24, 2006 at the Hard Rock Hotel and Casino
Over 500 Kawasaki staff expected to attend
A free Kawasaki KLR650 will be awarded at the event to the highest grossing salesperson of 2005
Annual event serves to motivate sales staff to meet company sales goals
Presentation Arts, a Santa Barbara, CA based company, 123 W. Anapamu Street, Santa Barbara, CA 93103, www.presentationarts.com, (805) 888-2266
Presentation Arts has served clients such as Taco Bell, Lexus, and CBS Entertainment
For immediate release
Presentation Arts is owned by Nelson Perry who is also the company’s creative director.
Perry said, “Landing this account required designing a creative concept that appealed to a very discerning client. I am proud that my team was able to convince Kawasaki that our team had the talent and attitude that reflected their products.”

News Release Learning Objectives

Teaching the news release reinforces many of the objectives stressed in a business communications course:

Create audience-centered documents targeted to a specific trade or consumer news media outlet (digital, print, or broadcast.)
Define a company’s purpose, or main message, for the news release and reflect that purpose in both the headline and the lead.
Write a lead (first paragraph) that contains as many of the news values as can be used.
Compose documents in the “inverted pyramid” used by journalists.
Design documents in standard news release format that contain all the required elements.
Practice using quotations and attributions in body of article.
Create a company “boilerplate” paragraph that reflects business’ mission and basic identifying information.
Reinforce the principles of good business writing practices.

Suggested Rubric for News Release

Meets news release objective 50 points

Focuses on newsworthiness
Gives company prominent placement
Tailors news to local media
Makes sure headline is newsworthy
Covers most important facts in lead
Provides adequate company overview in boilerplate

Uses standard release design 25 points

Uses complete information in letterhead
Follows guidelines for headline/subhead
Uses proper spacing
Provides complete contact information
Provides release date
Uses more/end mark
Uses dateline correctly

Content/Mechanics show professionalism 25 points

Focuses on newsworthiness and Five Ws in lead
Uses inverted pyramid to provide information
Organizes ideas appropriately
Uses quotations adequately, provides attribution
Provides research for Kawasaki Motors Corp.
Varies sentences
Avoids wordiness, typos, spelling/punctuation/grammatical errors

Guidance for Facilitator

2005-12-14T14:50:00.000-08:00

An activity guidance and advice.

Instructions for Learners

2005-12-14T14:40:00.000-08:00

Based on our discussions, the following ideas are samples of learner instructions that learners might use in an online course.

Read all instructions and write down key points.
Log-into the course frequently, and check the course calendar regularly.
Be proactive by completing and submitting your work early.
Use spell and grammar check before submitting assignments.
Do not allow distractions by finding a quite place to work and turning off the phone.
If you run into any difficulties, immediately send an email message to your instructor or post on the Bulletin Board.
Share tips, helps, and questions with other members.
Think before you push the Send button and read over what you've written before you send it.
Be sure to explain your ideas fully so that others are not confused.
Ask for feedback if you're not sure how your ideas and comments will be taken.

Other Resources

2005-12-14T13:50:00.000-08:00

Helpful Links: