Thank you for the scenario. Based on the information provided, I would choose to schedule the annual performance review meeting with my supervisor via email. A performance review discussion warrants a more formal communication approach compared to everyday check-ins. Email provides a written record of the request and any details agreed upon for the meeting. It also allows my supervisor to respond at their convenience rather than being interrupted by a phone call. Given the importance of the discussion, email ensures clear communication and understanding on both sides to set up the review meeting successfully.

1. Font: Cream BookAntiqua 40pt for Headings and White Tw Cen Mt 26pt for Text
Image: None
Interaction: Click to next slide
Narration: Is your organization suffering from poor communication skills? Have you ever
wondered how to approach a difficult topic with a colleague or customer? In this lesson,
employees will learn how to determine the most effective method of communication for a
variety of workplace situations, improving relationships between colleagues and improving
customer interactions.
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Image: http://www.123rf.com/photo_9751678_contact‐us‐illustration‐design‐isolated‐
over‐white.html
Interaction: Click to next slide
Narration: Throughout the following lesson, we intend to help employees become better
communicators in the workplace by improving awareness of the importance of the
appropriate communication tool for the situation, providing information on the process of
deciding which communication tool, phone or e‐mail, to use, and providing the opportunity
for learners to test their new skills within a safe learning environment.
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Images: None
Interaction: Animation on the arrows, stretch over. Click to Next Slide
Narration: Before discussing phone and e‐mail communication, we must first understand
“communication.” Communication the process of transferring information from one person
to another, but there are many ways that information is communicated.
As you can see from the illustration, even face‐to‐face communication relies on the ability
of the source and the receiver to understand the message in the same way. In face‐to‐face
communication, the source has multiple channels with which to receive instant feedback
from the receivers, allowing the source to improve the communication of the message to
ensure the receivers, in fact, receive it.
Communication is by nature vague. When information is communicated through other
channels, such a phone or e‐mail it becomes more difficult to transfer complicated
information. That is why it is extremely important to use appropriate communication in the
workplace to strengthen employee relationships, increase productivity, and meet company
goals.
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Video: From http://www.youtube.com/watch?v=aRE‐uciREO4#t=00m17s (anywhere from
0:17 to 2:51)
Images: None
Interaction: Click to Next Slide
Narration: From Video
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Image from: http://adverlab.blogspot.com/2008/04/study‐why‐e‐mails‐are‐often.html
Interaction: Click to next slide
Narration: Choosing the best method of communication, e‐mail or phone, is
important to ensure clear, effective, efficient communication. As you can see from
the chart on the right, achieving clear communication is not as simple as it appears,
but it is critical to engaging both employees and customers successfully.
Consider the last time you called a customer service line? Did the employee answer your
questions clearly and quickly? Did you feel that the employee understood what you
needed and acted to help you in an efficient manner? Were you happy with the results of
your call? If not, this may have been the result of poor communication.
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Images: Communication, photo by Hermann Liesenfeld; Thinkstock, 10/29/2012
Interaction: Animated check boxes, each bullet will be check off as it is mentioned by the
narration. Click to next slide
Narration: In order to communicate effectively, many aspects must be considered.
You must determine why you are communicating, whom you are communicating
with, how you will communicate, and the content and wording of the message itself
in order to minimize confusion.
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Images:
Wikileaks: Information Wants To Be Free, https://creativecommons.net/otacke/
With all my heart, photo by sergis blog on Flickr, http://www.fotopedia.com/items/flickr‐
2571565474
We confess our smaller faults to persuade people we have no large ones, by Brett Jordan,
http://www.flickr.com/photos/x1brett/4545347766/sizes/q/in/photostream/
Buy & Sell, by mattjiggins,
http://www.flickr.com/photos/mattjiggins/3018279954/sizes/m/in/photostream/
Interaction: Click to next slide; each image will appear with the narration
Narration: When crafting a professional message, consider the purpose of the
communication.
Do you intend to provide the users with specific information, set up a meeting, follow‐up
on a previous meeting, or get a quick answer or decision from a colleague? If so, your
purpose is probably to convey information.
Are you trying to create a brand for your company, promoting your services or create an
image? Do you want someone to believe in your organization? If so your purpose is
probably to influence.
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8. Are you writing a political message, or trying to convince someone to change an opinion? If
so, your purpose is probably to persuade.
Are you trying to promote a product or service? Do you want someone to take an action
after receiving your information? If so, your purpose is probably to sell.
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Images:
Left: Publicity photo of “Secret Millionaire” and asian business woman, Kavita Oberoi,
photo released by Kavita Oberoi,
http://en.wikipedia.org/wiki/File:Kavita_Oberoi_publicity_photo_‐_close‐up_in_sepia.jpg
Right: Jennifer Carroll, photo was created by the State of Florida and is in the public
domain under Florida law.
Interaction: Click to next slide
Narration: Who you are communicating with is as important as the purpose of your
communication. Consider the two colleagues on the screen. On the left is Kavita, your
friend who is a manager in HR, on the right is Jennifer, the director of your organization.
Imagine that you need to discuss an improvement to the current HR system with both
Kavita and Jennifer. With Kavita, you need to discuss the improvements to the system, the
ways in which it might impact other employees, and the best way to integrate the changes
into the workflow. With Jennifer, you need to sell your concept, with input from Kavita, for
final approval.
In both cases, the initial communication will simply set up a meeting, but the mode of
communication appropriate for doing so may be different.
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10. Kavita is a close friend. You spend time together outside of work, and she knows you well.
Beyond the personal relationship, she is tech savvy, and you’ve recently mentioned these
improvements to her in passing in the hall.
Jennifer is a bit more reluctant when it comes to technology, allowing her assistant to take
care of most of the reporting software and other new systems that have been integrated into
the organization. She is unaware of your proposal and while you have a strong professional
relationship, you are not close outside of the workplace.
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Image:
Interaction: Click to next slide
Phone communication is often a good option when you have a purely business
relationship with a recipient as the ability to convey tone and inflection over the
phone can provide additional nonverbal communication that isn’t present in e‐mail.
Phone communication is immediate and allows the source and the recipient to
discuss questions, concerns, or confusion immediately, heading off many
misconceptions at the source. However, despite the personal touch phone
conversations convey, they are not appropriate for extremely sensitive situations,
such as personnel matters. Those conversations should be held in person.
Email is detailed, and provides automatic documentation of decisions, instructions,
and plans in the replies to the original communication, and can be used to follow‐
up after phone or face‐to‐face communication. E‐mail allows the user to transfer
additional material, such a documents, links, and images, to help elaborate on the
content of the message. In addition, e‐mail can be less intrusive than phone
conversations, allowing the recipient to review the information on their own
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12. schedule, rather than be interrupted by a phone call. However, e‐mail can be
overused within an organization, increasing the urgency of communications, while
burying them in an overflow of information.
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Image: Protect your Idea, photo by hollymolly; Thinkstock, 10/29/2012
Interaction: Click to next slide
Narration: Once you’ve gathered all of your information, you are ready to create the
message. Consider the purpose, audience, and method of communication you will be
using, remember to be clear and concise, and ask for help if the communication is
particularly important and you feel you need assistance. Most organizations have
employees who are professional communicators, sometimes in the Marketing or even the
Human Resources departments. Don’t be afraid to reach out to ensure that your message
is being heard.
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Images: http://www.123rf.com/photo_14212481_contact‐us‐icon.html
Interaction: Both icons will move when the narration says, “Which communication tool
would you use?” If the user clicks on the phone icon then go to slide 9. If the user clicks on
the e‐mail icon go to slide 10.
Audio: When the user clicks on the phone button, a dial tone or ring tone will play. When
the user click on the email button, an email sound will play.
Narration: In this scenario you need to schedule a meeting with your supervisor to go over
your annual performance review. Which communication tool do you use?
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Images: None
Interaction: Correct will appear across the slide then disappear and the first bullet will
appear. The second bullet will appear with narration. Click to go to slide 11.
Audio: Demonstration phone call scheduling a meeting.
Narration: That is correct! The phone should be used to schedule a meeting with the
supervisor. Why? A supervisor is a formal business colleague, and you should communicate
with him/her as professionally as possible. Communicating back and forth with e‐mails to
schedule a meeting can be very time consuming, especially when waiting for responses
from others. In addition, showing the respect and consideration often associated with a
phone call could help impress your supervisor prior to your review.
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Images: None
Interaction: Incorrect will appear across the slide then disappear and the first bullet will
appear. The second bullet will appear with narration. Click to go to slide 11.
Audio: Demonstration phone call scheduling a meeting.
Narration: That is incorrect. The phone should be used to schedule a meeting with the
supervisor. Why? A supervisor is a formal business colleague, and you should communicate
with him/her as professionally as possible. Communicating back and forth with e‐mails to
schedule a meeting can be very time consuming, especially when waiting for responses
from others. In addition, showing the respect and consideration often associated with a
phone call could help impress your supervisor prior to your review.
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Images: http://www.123rf.com/photo_14212481_contact‐us‐icon.html
Interaction: Both icons will move when the narration says, “Which communication tool
would you use?” If the user clicks on the phone icon then go to slide 12. If the user clicks
on the e‐mail icon go to slide 13.
Audio: When the user clicks on the phone button, a dial tone or ring tone will play. When
the user click on the email button, an email sound will play.
Narration: In this scenario you want to make a small, time‐saving change to a simple, but
long‐standing process within the company. You know the colleague who is in charge of this
process well, and you feel confident that he/she will understand what you want to do.
Which communication tool do you use?
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Images: None
Interaction: Incorrect will appear across the slide then disappear and the first bullet will
appear. The second bullet will appear with narration. Click to continue to slide 14.
Narration: That is incorrect! An e‐mail should be used in this case. With a clear, concise
message, the small change can be easily communicated, and an illustration can be easily
attached to the e‐mail to provide additional clarification. The recipient can phone the
source to ask questions or follow‐up if necessary. Also, while the colleague is the decision‐
maker in this case, documentation of the conversation and the decision to change provides
justification if the decision should be questioned.
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Images: None
Interaction: Correct will appear across the slide then disappear and the first bullet will
appear. The second bullet will appear with narration. Click to continue to slide 14.
Narration: That is correct! An e‐mail should be used in this case. With a clear, concise
message, the small change can be easily communicated, and an illustration can be easily
attached to the e‐mail to provide additional clarification. The recipient can phone the
source to ask questions or follow‐up if necessary. Also, while the colleague is the decision‐
maker in this case, documentation of the conversation and the decision to change provides
justification if the decision should be questioned.
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Image: Communication Method Chart, photo by Ann Bryson‐Eldridge, 10/29/2012
Interaction: Click to next slide; Click for PDF chart
Narration: Choosing an appropriate method of communication means balancing multiple
factors. When making your choice, consider all of the factors.
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Cen Mt 28pt for Hyperlinks
Images: None
Interaction: Click to next slide
Narration: Here are the references to support our lesson. Thank you!
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