The Power of Nonverbal Communication

Life experience has definitely shown me that non-verbal persuasion can be more effective in gaming compliance than words alone.

My first trial in this form of persuasion was with waitressing. I soon discovered I received much better tips if I connected with the customers enough to lay a hand on a shoulder, play with a baby or sit with them in the booth as I took orders. When I explained the specials using “vocal immediacy cues” (Seiter & Gass, 2006, p. 169), rather than monotonously running through them, they actually sold.

Later on, as a nurse in a nursing home, the use of physical touch and a pleasant tone became extremely relevant in reassuring and motivating elderly folks who had already “checked out” in a sense and were not easily persuaded to push themselves by the more hardened nurses who rarely even looked them in the eye.

Now that I have children, it has become very obvious (especially when they are too young to understand many of the words we use) that it is predominantly body language and vocal cues that persuade them to comply. When my children are tuning me out, simply getting down to their level, holding them, and looking into their eyes when presenting my request is much more effective than shouting from the other room.

A New York Times article confirms the influence of touch, and the power in the messages it sends:

“The evidence that such messages can lead to clear, almost immediate changes in how people think and behave is accumulating fast. Students who received a supportive touch on the back or arm from a teacher were nearly twice as likely to volunteer in class as those who did not, studies have founAd. A sympathetic touch from a doctor leaves people with the impression that the visit lasted twice as long, compared with estimates from people who were untouched. Research by Tiffany Field of the Touch Research Institute in Miami has found that a massage from a loved one can not only ease pain but also soothe depression and strengthen a relationship” (Benedict, 2010, p.D5).

References

Benedict, C. (2010, February 23). Evidence That Little Touches Do Mean So Much :[Science Desk]. New York Times (Late Edition (east Coast)), p. D5. Retrieved March 11, 2010, from Banking Information Source. (Document ID: 1968310011).

Gass, R.H., &Seiter J.S. (2003). Persuasion, social influence, and compliance gaining (2nd ed.). Boston: Allyn &Bacon/Longman


How can you utilize nonverbal communication skills to find success in your workplace?

Sample newspaper article

Peoria Mayor announces resignation

(PEORIA, Feb. 21—) Peoria Mayor Tom Reid announced Monday that he will resign his position by the end of the month. His decision comes after recent news that his wife has been diagnosed with cancer and the couple plan to move to Ohio to be near family.

In a prepared statement delivered at Monday night’s city council meeting, Reid expressed regret in not being able to finish serving his term, but stated he needed to be free of professional obligations in order to fully attend to his wife. Reid’s term would have expired in 2010.

“We are sorry to see him go,” said council member Sharon White. “But we know he and his wife are experiencing personal challenges, and his wife’s health is his priority right now.”

Reid’s resignation comes at a time of internal struggles in the city’s government stemming from council members’ disagreement on several matters in the city budget proposal. Three of the last four council meetings have ended with members walking out of the meetings early because of arguing over how funds should be distributed to the city’s departments.

The council now faces the decision on whether to appoint a replacement for Reid until the 2010 election or to hold a special election for a new mayor. White insisted that the council will work together to decide what is best for Peoria and its residents and to help make the transition from Reid to a new mayor as easy as possible for everyone involved.

“There’s never a good time in a city’s operations for a mayor to resign,” White said, “but in this case the council must set aside our differences, and we will do so partly out of respect for the work and commitment Reid has made during his term in office.”

Council members Richard Hirsch and Michael Krueger estimate that a special election might cost the city more than $20,000. Agreeing on a replacement for Mayor Reid, however, could be a difficult decision for the council given its current state, Krueger added.

“I’d like for us to come together for the sake of Peoria and reach a consensus on this one right away,” Krueger said. “The city needs to move on; we have a lot of work ahead of us.”

Evaluating Disneyland

The following is an evaluation I completed recently for a Composition class. An evaluation can be a useful means of communications, whether it's for other consumers looking for vacation options or college professors looking to improve their class. This particular one is a review written in a more personal tone, ideal for a blog or a social networking site for moms.



I am a mom of two toddlers. This means my life is no longer my own, but belongs to my children. All selfish ambitions are pushed to the back of a dusty old shelf, and the welfare and happiness of my offspring takes priority. What does a grown-up do in this possibly depressing situation? Why, we live vicariously through them, of course! And what would make them most happy, most grateful for having such wonderful parents? We reach back into the depths of our fading memories: summer night flashlight tag, zooming bottle rockets, blueberry picking with Grandma, riding 4-wheelers on the farm, the smell of newborn puppies. And while they WILL experience all of those (oh, yes they will!)- we settle on The One. The family trip that surpassed them all- the trip to Disneyland.

We didn’t tell Dylan and Lyla where they were until the moment before we were about to push the double stroller around the last corner that kept us from the sight of the happiest place on earth. They reacted with the sheer joy that only children will allow themselves to experience, not yet jaded with the disappointment that life inevitably introduces, usually with puberty. They tried to leap out of their seats, only to find that they were strapped in. And so they did a little dance, as much as you can dance while you are sitting, and hollered a lot. They were in heaven, and I was a nervous wreck. It had been 22 years since I had entered the gates of this magical kingdom. What if it was not all I remembered?

I was under some extreme pressure to deliver. All the children have known is Six Flags, and I was hoping Disneyland greatly surpassed those mediocre standards. We handed our questionable, eBay-purchased tickets to the gatekeeper and forged ahead without a problem, stopping short to stare in wonder at the big “Disneyland” sign in the row of neatly pruned shrubbery. A giant grin made its way across my face as I realized this place was somehow better than I remembered it, that this was going to be the best vacation of them all. And over the next few days, Disneyland showed Dylan, Lyla, and the sleeping children inside their tired old parents that there is no better place to experience childhood.

For starters, every employee of Disneyland is genuinely happy. (Well, except this guy)
I have worked a few jobs in customer service, and am very familiar with forcing polite smiles and humoring customers, even when you’re having a bad day. The Six Flags staff was not overtly rude, but basically ignored the children. It was different here. Tinkerbell wasn’t embracing my two year old and complimenting her sparkly shoes because she got paid the big bucks to do so. She loved kids, and loved fairy tales. She loved making dreams come true. The same goes for Mickey, the tour guide on the Jungle Ride, the dancer in the evening parade, the Mad Hatter Tea Cups ride operator. The heat, the unending lines, the repetition of it all didn’t even faze them. They were on a mission- the same mission I was- to make sure the kids had the most special day ever. Staff: 5/5!

After getting over my wonder at all the grinning employees, I began to notice another fascinating aspect of the park. It was absolutely immaculate. I never saw one piece of garbage on the ground- and I was looking intently. Where was it all going? I decided to find out. During lunch, I nonchalantly brushed a french fry onto the cobblestone, just to see what would happen. Within seconds, a smiling cleaning crew team member swiftly swept it up and disposed of it. These heroes covered the park, hundreds of them, sweeping and whistling, determined that the magic would not be ruined because of neglect on their part. This was an obvious contrast to Six Flags, who spent more money on shirts for their employees that urged the visitors to clean up, rather than employing a few hard-working janitors. Another mystery was the absence of flies. Though there was no trash on the ground, the sheer number of visitors to the park meant the trash bins were inevitably being filled, yet, no flies. Did they spray some chemical to keep them away? Was it safe for my children? Most importantly, where can I get some of that? Magical, I tell you! A few of the rides had some questionable smells (like the submarine Finding Nemo ride), but overall, the park was superbly fresh and clean! Cleanliness: 4.5/5

One of my biggest concerns before visiting the park was having to face long lines with two impatient toddlers. With our first two days at the park being a Wednesday and Thursday, we were able to joyfully hop on all the rides and attractions to our hearts’ content. We had Fast Passes included on our tickets, but they were not necessary until Friday, when the crowds really picked up. At that point, we were grateful to have them, as they shortened our wait time from 40+ minutes to about 10. The only bummer here was that there are a very limited number of rides (the most popular) which utilize Fast Pass, and we had to join the waiting masses for many of the kids’ favorites. My advice: visit in the middle of the week when school’s back in session!

Wait times: 4/5.

To sum things up, this vacation exceeded all my family’s expectations, and was the perfect finish (with fireworks!) to our summer. Six Flags will ever pale in comparison; Disney is simply in a league of its own. The park was clean and beautiful; I mean, even the construction zones were fenced in with beautifully painted murals. Thought was put into every detail, and it showed. I could see Dylan and Lyla’s imaginations turning with every wonderful experience, and their joy was my joy. I want to go back-soon. And I believe, despite the penny pincher I am, that I would totally pay full price for those tickets next time. It’s worth it! Two oversized, white-gloved, thumbs up from this mom! Fun factor: 5/5!

Sample Formal Report

ENSURING DONATIONS TO *** ORPHANAGE REACH THE CHILDREN

(*** denotes the name of the orphanage, which will remain private since this is on the worldwide web)

This research contains information concerning how other non-profit organizations have curtailed ethical dilemmas such as corruption when much of the “business end” is completed in an unstable, foreign country, offering valuable insight into the management and monitoring of donations and their disbursement. This will result in the orphans at this particular location receiving what is intended for them- lifesaving food and formula, medicine, even mosquito netting- and greatly reduce the mortality rate in this orphanage. The benefits of this report can be life changing. This is not about cutting corners, or saving a few dollars- this is about saving lives!

As an organization whose primary goal is to have compassion on and assist all orphans in need, without discrimination, ABC often finds itself rescuing children from the infamous *** orphanage, whose ethics have always been questionable at best. Since post-adoption donations to the orphanage are required by the [country's] government (as with every registered orphanage), we are often conflicted to give, knowing the funds are not being utilized for the benefit of the children. This paper addresses the following research problem: How can ABC ensure that donations to *** Orphanage reach the children? The next sections of this introduction discuss the scope, limitations, sources and methods of data collection, as well as the organization of the report.

Scope of the Report

This report discusses potential solutions to the ethical dilemma that presents when working with ***. It investigates methods that have been successful with other non-profits in Africa, including: implementation of accountability systems, incentive programs, and education of staff. The report presents a preliminary look at these possibilities, without providing all the information necessary to immediately put them into operation.

Limitations of the Report

Due to time constraints, the researcher was not able to cover all potential solutions to the ethics problem at ***. Also, the researcher encountered some serious challenges in finding printed data concerning statistics at orphanages (most likely because they simply aren’t kept) and other studies addressing this issue. It appears to be a topic that has not received much attention.

Sources and Methods of Data Collection

The report used both primary and secondary data resources. The researcher conducted interviews via email with an orphanage director, non-profit director, and a pastor working directly with the orphanage. Additionally, information was sought from the Internet from various non-profits working in Africa and from Ashford University's online database.

Report Organization

The report has three major sections. The first section discusses the possibility of developing an accountability system within *** and provides an example of how this method has been effective with another non-profit.

ACCOUNTABILITY SYSTEM

Perhaps the greatest apparent need when evaluating ABC’s relationship with *** is a comprehensive accountability system. Currently, it is nearly impossible to track the money and goods that are being donated to ***, and it has become obvious to anyone who visits the facility that they are not being used to the benefit of the children living in the orphanage. An effective accountability system needs to be implemented that will monitor and document the distribution and management of aid.

This task may be difficult, as the orphanage is not run by ABC and is not required to be accountable to ABC, or to any entity really for that matter, but there is still motivation for the director and staff to cooperate. Their refusal would simply result in our organization’s refusal to facilitate adoptions from the orphanage, and put an end to any and all donations and the incentives that will be offered (to be discussed in next point).

One non-profit, Orphanages for Africa, has found success in this area: “We require original receipts for all purchases made from grants to partners in order to safeguard against misuse of our funds. Regular updates and annual field reports are also required from our partners. We draft program evaluation reports to conduct cost-benefit analyses of all of our programs” (Orphanages for Africa website). If the cost is not resulting in a benefit, in this case, to the children, the partnership in ended.

In addition to achieving accountability with finances and goods, it is dually important that the orphanage keep up-to-date, accurate records on all the children under its care and their health and progress. Currently, information is greatly lacking in this area. A study by Subbarao & Coury proposes:

"If the current sources of data are inadequate or imperfect measures of orphan welfare, a sample survey should be launched to get orphan-specific information. Such a sample survey will produce quantitative information on orphans. It is strongly recommended that such a quantitative approach be supplemented with a participatory approach, because it would present an opportunity to bring key stakeholders together and increase their ownership in and commitment to any intended program intervention. Moreover, the participatory approach would strengthen the sustainability of any intervention” (Subbarao & Coury, p.102)

By requiring receipts for all purchases, record-keeping of finances, regular updates concerning the children and annual reports from the orphanage if they want to continue receiving aid, misuse of funds and goods is greatly discouraged. Also, where data is lacking, surveys must be completed to gather quantitative information on the orphans, and this should be supplemented with a participatory approach.

An accountability system that includes regular evaluation of the programs, ideally via a hands-on, participatory approach is most effective and necessary for sustainability of the program.

INCENTIVE PROGRAM

Another method to ensure that the orphanage is being managed ethically, in addition to and to supplement accountability, is an incentive program. In a poverty-stricken nation such as [country], where money is scarce and corruption abounds, ethics are rarely rewarded. There is an “every man for himself” mentality, and nice guys finish last. Also, when children under one’s care are not flesh and blood, it is easy to look after one’s own interests above the children. The pay is minimal, and donated goods or funds can take care of one’s own family. Offering incentives for proper accounting of aid and good health of the children creates a desire to “play by the rules” that was previously non-existent.

In a Ugandan orphanage, one non-profit director found great success concerning the overall care of the children by offering the caretakers bonuses if children met certain standards. Sandy Lydo, director of the orphanage Welcome Home Children says “When we began offering bonuses to the mum [orphanage caretaker] who had the best behaved children, the mums were motivated to take their jobs more seriously, and we saw a definite improvement in the care being given to the kids” (personal communication, December 19, 2010).

Incentives can be monetary or non-monetary, and are proven by numerous studies to increase motivation and productivity among workers in a variety of fields. Set goals tend to drive employees, and rewards offered for attaining set goals are doubly motivating. Because we are a non-profit organization, it would be wise to offer non-monetary incentives which could include: flexible work hours, valuable job training, sabbaticals, professional development, tangible rewards, and praise and attention (Ballentine, McKenzie, Wysocki & Kepner, 2003). Specific examples would be to offer nurse training to a caretaker demonstrating superb initiative, or start a “Caretaker of the Month” program accompanied with a tangible gift.

Offering some sort of incentive program to the orphanage staff, most likely utilizing non-monetary incentives including opportunities, recognition, and tangible rewards, will increase their motivation to manage funds and the care of the children ethically.


STAFF EDUCATION

Finally, in addition to accountability and incentive programs, staff education programs must be in place to promote long-term compliance to ethical standards. The *** staff, all women, has never taken any classes about financial management, child development, or nutrition, and may have a difficult time keeping accurate records even if they wanted to.

Subbarao & Coury noted that ““Major drawbacks are said to be associated with orphanages, but few have been studied. Ethiopia’s orphanages are well documented, however. Chernet (2001) provides an extensive list of problems associated with institutional care in Ethiopia: • Inadequate funding • Shortage of trained personnel • Inadequate skills” (p.34). The mention here of a lack of trained personnel and inadequate skills is a problem in orphanages worldwide, including ***.

Donna Dushku, a non-profit director that helps raise support for various orphanages in Bulgaria, has much to say about the need for staff education, and the type of program she has created to meet that need. “Workers in the orphanages we visit are often tired and disillusioned after years of physically and emotionally draining labor. Most workers settle for orphanage jobs when they can't find any other kind of work. They receive little training and are required to care for large groups of children. The result is that the children receive only the most basic care and do not get the positive adult interaction they require to become healthy and successful adults” (personal communication, January 10, 2011).

A training program similar to the one Dushku designed would be very beneficial to ***. Not only does it develop appropriate skills and attitudes in the workers, it also helps them understand the importance of their position as a role model, someone who is shaping the future of the [country]. “Training covers such topics as child development, the rights of children, positive behavior management, social skills development, and understanding the needs of children with disabilities” (Dushku, 2011). For ***, financial management and accountability will also be a topic covered in the program.

The program will require *** to commit to sending each member of their staff to at least one training session a quarter and the orphanage director will also be required to attend all trainings. The orphanage will receive a small grant at the end of the training cycle, part of which is earmarked to fund training-related initiatives: the purchase of books, educational supplies for the children, equipment, child development resources for the staff, etc.

To make this program a success, ABC should send trained volunteer staff to *** for a considerable amount of time (at least a month) to get the staff education program up and running. Not only will the trainers be educating the orphanage staff, but will simultaneously be educating a new training staff under the leadership of Pastor Lolo and the *** Church, who can take over the training program in our absence.

CONCLUSION AND RECOMMENDATIONS

The visuals below contain statistics collected from four different orphanages in [country] and Uganda. The chart clearly demonstrates that the orphanage that is implementing all three methods suggested- the accountability system, incentive program, and staff education- has the lowest mortality rates and most nourished children. This is in stark comparison to ***, which, with no programs implemented, loses 1 in 5 children to preventable deaths, and is not meeting the nutritional needs of its children.

The care of the [country's] orphans is ABC’s utmost priority, and changes need to be implemented to ensure that all aid, whether financial or material, is reaching the children, and that all operations involving the orphanage or ethical. The findings of this report suggest that this is not a hopeless cause, and that other organizations are finding success with this undertaking. Therefore, the following recommendations are made:

1. Our organization must create a system of accountability for all donations and require the strictest adherence by *** director and staff.

2. Our organization must provide motivation via non-monetary incentives for orphanage staff.

3. Our organization must require quarterly participation from orphanage director and staff in classes concerning financial management and child welfare and nutrition.


References

Aid Effectiveness Portal: Together Making Aid Work. (2009). Retrieved December 12, 2010 from http://www.aideffectiveness.org/index.html.

Ballentine, A., McKenzie, N., Wysocki A, & Kepner, K. (April 2003). “The Role of Monetary and Non-Monetary Incentives in the Workplace as Influenced by Career Stage.” Florida Cooperative Extension Service Department of food and Resource Economics, Institute of Food and Agricultural Sciences, University of Florida.

Orphanages for Africa website. About Us. (2005-2010). Retrieved December 13, 2010 from http://www.orphanagesforafrica.org/usa/story.php.

Subbarao, K. and Coury, Diane. (2004). Reaching Out to Africa's Orphans: A Framework for Public Action. Washington, DC, World Bank Publications. Retrieved December 13, 2010 from http://site.ebrary.com/lib/ashford/Doc?id=10064342&ppg=52.

Virtual Worlds as a Means to Promote Intercultural Communications

While the art of communication has been studied, practiced and taught since ancient times, it is safe to presume that neither Protagoras nor any of the experts that followed in his footsteps would ever fathom the idea of virtual worlds existing on something called an internet. And yet here we are, in an information age in which any individual with access to a computer can learn anything about another culture half-way around the world within seconds. What could be better than reading to one’s heart is content?

Why, interacting with someone from the culture one is seeking to understand of course, which may prove to be highly unlikely…unless “half-way around the world” becomes “virtual world”, and then everything is possible. While there are definitely benefits to this form of interaction, there are also limitations, both of which will be addressed in this paper.

Benefits of Virtual Communications

1. They allow contact with individuals that may not be otherwise possible in the “real” world.

A teenager in rural Iowa would have a difficult time meeting and befriending a Muslim teenager in his natural environment, and would therefore never understand the Muslim culture from a direct secondhand perspective. In the virtual environment, he can chat with a Muslim (who might otherwise never meet an Iowa farm boy) and they can share their life’s perspectives with each other. This may reduce each boy’s tendency to stereotype and widen their world view.

Here's a YouTube video that explains how virtual worlds can broaden our horizons:




2. They allow a freedom of expression and interaction that may not be acceptable in public.

If said farm boy and Muslim did encounter each other on the street, the Muslim may be highly discouraged to talk to the “infidel”, just as the farm boy’s friends may be suspiciously eying or bad-mouthing the Muslims. In the virtual realm, every person can freely get to know another without being under the watchful, sometimes judging eyes of peers. They are free to form their own opinions in response, rather than immediately receiving negative feedback from peers, as well.

3. They level the playing field.

In a project by Joshua Fouts and Rita King, it was discovered that “people share information about their real lives and beliefs in a virtual world where physical harm is not a factor and where issues such as gender, race, age and physical ability are hidden from view on first sight, thus creating a level field in which conversations can take place (Understanding Islam through Virtual Worlds, 2008-2009). Predisposed notions or opinions about a certain culture are irrelevant when we cannot “see” who we are talking with.

Limitations of Virtual Communications

1. There is a potential for communication to be insufficient, or, worse, misconstrued.

In a virtual environment, one’s emotions behind the words are often difficult to perceive, and a joke can quickly become an offense. Tone of language is basically absent, and the amount of words in a conversation is drastically lower than those in a spoken conversation. People seem more abrupt, and language differences between cultures could lead to some serious misunderstandings that could be cleared up easily in a face-to-face encounter with physical gestures, smiles, etc.

2. One can never be positive of who they are communicating with.

Returning to the rural teen/Muslim teen example, it is possible that the farm boy isn’t talking to a Muslim at all, but a stranger or immature individual trying to stir up dissention. This “Muslim” may state any number of crazy things that would infuriate the farm boy and create a hatred of the Muslim culture based off of that false experience. The Muslim teen may talk to an “American teen” who loathes America and is seeking Islam, but who is in actuality, the Muslim boy’s father in the other room, trying to reinforce his son’s faith in Islam. There are many imposters in the virtual realm.

3. The big picture could be missed.

In virtual realms, an individual is dealing with only a very small number of people from any given culture, specifically those with computer and internet access and an interest in virtual game playing. Meeting one African in this environment in no way gives a person an accurate perspective of the typical African, who doesn’t have access to technology. It greatly limits an expanded, accurate world view if it is the only source of multicultural experiences.

Just as the human population is forever changing and progressing, our approach to communication and understanding must also change and progress. While there is much promise in the bridge-building that can be accomplished through virtual worlds, it is crucial that we do not substitute Second Life for real life, and the benefits that can come from personal encounters and meaningful friendships with those from a diversity of cultures.


Reference

Fouts, J. and King, R. (2008-2009). Understanding Islam through Virtual Worlds. Carnegie Council website. Retrieved September 27, 2010 from http://www.cceia.org/programs/archive/002/index.html.

Sample Proposal

A Proposal for Mandatory Office Hours & Classroom Chat Program

INTRODUCTION

Statement of Problem

Since 1918, Ashford University has been evolving, growing, and changing to accommodate its similarly changing student body. Our mission statement declares, “The mission of Ashford University is to provide accessible, affordable, innovative, high-quality learning opportunities…” (AU website). In regards to the online learning environment, it is time to call on the promise of accessibility through the process of innovation. Currently, there is a lack of immediate interaction opportunities in the student/teacher relationship, and as a student, I urge that this issue be addressed for the ultimate success of the online degree programs.

Sources

Numerous studies have shown that one of the major complaints from students in online degree programs is the lack of simultaneous communication. The studies referenced in this proposal include:

• Online Lectures: Benefits for the Virtual Classroom, a 2001 article in The Journal by Dr. Alvin Wang detailing his research and experience in the field of online learning and the benefits of virtual classroom chat.

• Improving online learning: Student perceptions of useful and challenging characteristics, a 2003 University of Georgia study by Song, Singleton, Hill, and Koh providing useful insight on a learner’s perceived challenges with online learning.

*Full references to these sources may be found at the end of this proposal.

Details of Problem

On our physical campus, students have a face-to-face opportunity to ask a question during class, immediately following, or during an instructor’s posted office hours. This is currently not possible in the online learning environment at Ashford. Responses to discussion postings, assignment feedback, and inquiries to instructors are inevitably delayed. There is no guaranteed time an instructor can be reached, and generally the only contact means is via email.

Communication in our online learning environment is asynchronous, meaning it does not occur simultaneously. Although it is policy that instructors respond to students’ emails or questions posted in the “Ask the Instructor” segment of the class website within 48 hours, there is no opportunity for immediate response. This can lead to students feeling disconnected from their teacher and the class, and dissatisfied with the online learning experience. In the UGA study, 71% of participants were challenged by “a lack of community”, and 60% had difficulty understanding goals and objectives in the online learning environment (Song, et al, p.8). As a result, this lack of instant accessibility can lead to poorer grades if comprehension of an assignment or class material is not reached by grading time.

Scope

The proposed plan includes a detailed assessment of methods to increase interaction opportunities between students and teachers, personnel requirements, costs, possible opposition, and expected results and ultimate benefits of the plan.

BODY

Phases of Plan

Immediate interaction opportunities can be made available for students in two phases: (1) Creating mandatory office hours for all instructors, and (2) Implementing a chat program for all virtual classrooms.

Creating mandatory office hours.

• Immediately make it Ashford policy for all instructors to set aside 2 hours each day that they are guaranteed to be accessible to students, by email and phone.

• Require for all instructors to post their new office hours, including contact information, (to include email and phone numbers) on their class websites.

• Additionally, instructors should send out an initial email to all students with their office hours and contact information. If an instructor needs to change their hours for any reason, updated hours should be emailed to students, as well as posted on the Course Home.

• Guarantee that all staff members are aware of the new policy change by releasing a staff-wide memo via email, detailing the new requirements.

Implementing chat program.

• Purchase 123 Flash Chat Pro© server software or similar and install in each virtual classroom. Installing initially in a few “trial” classes to test effectiveness is also an option.

• Require instructors to implement mandatory weekly chat rooms at a set time each week for 90 minutes of live lecture, discussion, and question addressing.

• Inform instructors of new requirements and request that they be implemented and passed on to students at the beginning of the next class. Likewise, inform students via email from their academic advisor, and a posting on their Course Home.

• Provide tutorials for teachers and students on utilizing the new software, and make tech support available as necessary.

Costs

• Implementing mandatory office hours would cost virtually nothing, except a few hours of time adding it to policy and notifying instructors. Notification via email eliminates any paper cost.

• 123 Flash Chat Pro©’s moderated chat modules can be purchased for $99/class. A description of educational chat room services and benefits can be reviewed at: http://www.123flashchat.com/index.php?page=elearning-chat-software.

Opposition

• Some instructors may have chosen the online environment seeking the flexibility of their schedule. Mandatory office hours slightly limit this flexibility and may not be welcomed by all instructors. Also, for those instructors who appreciate the “distance” in “distance learning”, talking to students by phone may be uncomfortable.

• Depending upon the number of classes receiving the chat program, overall cost might be a deterrent for some, who believe the asynchronous discussion boards, albeit with delays, are sufficient enough for communication.

Benefits

Upon implementation of these proposed actions, you will see the following changes:

• Improved student satisfaction, as demonstrated by end of course surveys.

• Higher retention rate of students due to the elimination of frustration and isolation.

• Improved teacher satisfaction with being able to monitor their students’ progress and understanding better

• Improved grades resulting from great accessibility to instructors.

• Finally, as stated by Wang (2001), “Instructors can lecture to the students and questions can be answered immediately. Follow-up questions can also be addressed immediately at an appropriate level of detail. Moreover, the instructor can inquire as to whether the students are clear on aspects of the course material. The immediate responses ensure that all class participants understand necessary information, thus making students feel connected to the instructor and the course.”

CONCLUSION

Recommendations

Ashford University is renowned for its history of excellence in the classroom, and this tradition must be carried over into the virtual classroom, as popularity of our online degree programs continue to grow. To ensure the continuing success of the students and the program, it is crucial to implement changes that will create immediate interaction opportunities between instructors and students. By requiring mandatory office hours for instructors and adding chat room software to all classrooms, the administration will be making leaps and bounds in assuring accessibility to faculty and a sense of community to current and prospective students alike.


References

Song, L., Singleton, E. S., Hill, J. R., & Koh, M. H. (2004). Improving online learning: Student perceptions of useful and challenging characteristics. Internet and Higher Education, 7, 59-70.

Wang, A.Y. (2001). Online Lectures: Benefits for the Virtual Classroom. T.H.E. Journal online. Retrieved May 20, 2010 from http://thejournal.com/articles/2001/08/01/online-lectures-benefits-for-the-virtual-classroom.aspx

Sample Press Release

Kristin Regans
123 Public Relations St. Suite 7
Ashford, IA 43535
(555)321-1234
Fax (555)321-1235
Email: KRegans@prfirm.net

For Immediate Release


MERCK & CO. ANNOUNCES FIRST BIRTH CONTROL SHOT FOR MEN

Whitehouse Station, New Jersey: August 6, 2010

While birth control has long been the burden of the woman, a groundbreaking announcement from researchers at Merck & Co. paves the way for men to start taking the matter into their own hands (or arms, more specifically). The first and only birth control shot for men, Semexal, has been approved by the FDA and is now available for prescription use.

The monthly injection works by releasing testosterone undecanoate (TU), which drastically lowers sperm levels. According to head researcher Dr. John Amory, “Although testosterone usually triggers sperm production, too much testosterone can shut down the testes. With Semexal injections, the brain sees the hormones and thinks, 'Oh, we're making plenty of that,' and shuts off [sperm] production."

The Semexal shot, which has been 98% effective at preventing pregnancy in a 2 year study of over 1,000 men, has little to no side effects, and is comparable in price to women’s monthly birth control pills at $30/month.

-- more --

Merck’s Birth Control for Men p. 2

Researchers at Merck have taken eight years experimenting with the timing and application of testosterone before achieving success with the development of Semexal, and believe they will have continued success as it hits the market. “We don't have a lot of trouble recruiting men for our studies; Semexal is an attractive option for numerous reasons. There are many couples where the woman can't use the pill for a variety of reasons, or just doesn't want the pill. For them, it is a great alternative”, says Merck Spokesman Bob Fletcher.

Merck & Co., Inc. (NYSE: MRK), established in 1891 and headquartered out of Whitehouse Station, New Jersey, is currently one of the seven largest pharmaceutical companies in the world both by market capitalization and revenue. Merck & Co. is a global research-driven pharmaceutical company. Merck discovers, develops, manufactures and markets a broad range of innovative products to improve human and animal health, directly and through its joint ventures.

Sample Brochure

The following is an educational brochure about the breastfeeding process that I created for a technical writing class. While many readers out there may not exactly need the information contained in this brochure, it is an example of how technical writing can make an intimidating process seem easy.

(Please forgive the less-than-stellar quality. When scanned in, the brochure lost some clarity).

Evaluation of a Health-Related Website

I have chosen to evaluate a homeopathic medicine website, www.nativeremedies.com. According to the ATA guidelines provided and the recent readings from our Lannon text, there are a few improvements that could be made as far as technical communication goes.

Problem: According to Lannon (p.31), “Laypersons are impatient with abstract theories but they want enough background to help them make the right decision or take the right action. They are bored or confused by excessive detail, but frustrated by raw facts left unexplained or uninterpreted.” The Native Remedies website pretends to offer adequate information with testimonials and vague descriptions of how products work, but actually does little to educate the consumer.

Solution: Lessen frustration by explaining how the product achieves the desired effect. Instead of simply stating, for example, “AdrenoBoost contains a selection of herbs known for their supportive function in maintaining hormonal balance”, the technical communicator should expound by listing the herbs in the product, and describing in layman’s terms how they support the adrenal system, possibly supported by some visual drawings demonstrating the process.

Problem: Information stated on the site as fact is not cited; there is no source for statistics. For example, promotional information for one homeopathic medicine on the site claims, “As a matter of interest, clinical research has demonstrated that the ingredients used in MindSoothe are at least as effective as major anti-depressant drugs, without the same risk of side effects.” This is a rather significant claim.

Solution: ATA guidelines state that it’s important that “each information source is clearly documented.” The Native Remedies site makes a lot of claims for all of their natural products, often boasting that they are equal to or better than prescription drugs, but without the negative side effects. If they are going to make such strong claims, a reference needs to be provided to the official study or clinical research report that supports their statements.

Problem: The ATA guidelines also suggest that health-related websites should be endorsed by a reputable healthcare organization. If a legitimate, well-known, trusted organization (American Pediatric Association, for example) puts their name on a site to vouch for them, it gives the content credibility, which homeopathic medications are often lacking.

Solution: The solution to this particular problem would be to acquire an endorsement from a professional, reputable organization, which may be very difficult. Natural solutions to health concerns (including chiropractic) are often not taken seriously by contemporary medical doctors. This site, to its credit, did the next best thing—they had numerous testimonials posted by M.D.s praising the effectiveness of the natural remedies in their personal situations.


References
Lannon, J. M. (2008). Technical Communication (11th ed.) Ashford Custom. New York: Pearson Longman.

Resolving Ethical Conflict in the Workplace

The Institute of Management Accountants (IMA) website entitled “Statement of Ethical Professional Conflict” contains a variety of information that would be useful for one studying communication and conflict, but for the sake of this paper I will focus on policy concerning the “Resolution of Ethical Conflict,” explaining the three courses of action that are suggested and any improvements to policy that could possibly be made.

Step One: Discussion with Supervisor

This initial step involves discussion the issue of concern with your immediate supervisor. If you immediate supervisor happens to be the boss, it may be necessary to turn to an audit committee, board of trustees, or something of the sort. It is never appropriate to talk outside of the organization unless you are fairly certain something illegal has occurred. By appropriately addressing the issue within the chain of command and avoiding gossip, slander, and dramatization of the issue, you are ensuring that you are remaining ethical and blameless throughout the process.

Step Two: Speak with Ethics Counselor

This step is necessary to obtain an outside, balanced opinion on the matter in question. This individual should be an impartial advisor, and it is important that this meeting remain confidential. The purpose of this step is to help you clarify whether an ethical issue is indeed present, and to provide you with possible approaches or solutions to deal with the problem.

Step Three: Counsel an Attorney

This is the final and most serious step. It involves contacting your own attorney to learn what your rights and obligations are under law.

Recommended Changes

This is a very good start to the organization’s ethical dilemma policy, but there are a few improvements that could be made to make it more descriptive once it reaches the individual company level. To elaborate on Step One, I would begin by listing the contact names and numbers of the supervisors in each department, or the contact information for the audit committee if it’s an issue concerning the direct supervisor. Furthermore, I would clarify situations (crimes) in which it would be proper, even necessary, to report immediately to outside authorities (such as police) including: assault, theft or robbery, rape, and other serious offenses.

To further improve Step Two, I would recommend listing the contact name and number for the Ethics Counselor or advisor that should be contacted for guidance. For most people, situations where ethical dilemmas arise are few and far between, and many employees may not even be aware that there is an Ethics Counselor, or if they are, may feel very uncomfortable approaching them because it increases the seriousness of the problem. Reiterating confidentiality is assuring.

Step Three is very short and to-the-point, considering the seriousness of the suggestion. It could be useful advice, but it is also very intimidating to have it recommended to you to obtain a lawyer, especially if the issue at hand doesn’t concern any wrongdoing on your part. This step can end up being costly, and may not be necessary if the matter can be resolved by following the first two steps. For this reason, I would insert a stipulation in this step such as, ‘It may be necessary to obtain a lawyer in the instance that the issue is not resolved after exhausting means mentioned in Steps One and Two” or something of that nature.

After examination of these three courses of action, they appear to be in the proper order, utilizing a communications perspective. In this order, they demonstrate an appropriate level of assertiveness, which is defined by Cahn (2007) as “the ability to speak up for one's interests, concerns, or rights in a way that does not interfere with the interests or infringes on the rights of others” (6.7). If one was to avoid communication with a direct supervisor, instead making a visit to the Ethics Counselor, it might interfere with the interests of the supervisor, who may end up appearing incapable of handling the issue. First impressions are crucial, and it’s important to head into a discussion involving an ethical dilemma with a spirit of reconciliation, friendliness (or at least cordiality) and a desire for a positive resolution rather than a battle cry. Finding a lawyer is a very formal declaration of disagreement, similar to declaring war, and is rightfully the very last suggestion as it does not leave a good impression or promote reconciliation.


References

Cahn, D. (2007). Managing Conflict Through Communication. (3rd Edition). Boston: Pearson Education, Inc.

Statement of Ethical Practice. IMA website. Retrieved June 21, 2010 from http://www.imanet.org/about_ethics_statement.asp

How to Confront Poor Performance

Is this what you look like when conflict arises in the workplace?

I know it’s awkward and uncomfortable, and nobody likes to do it, but poor performance must be addressed! Let’s say you are the manager of a company that provides tech support, and you have one particular employee who has been slacking, evidenced by complaints from customers as well as coworkers. This employee has also exhibited confrontational behavior, creating a hostile environment. Bottom line: He needs to shape up or ship out. What’s the best way to approach this situation? Here are some tips:

1. Pick the proper setting. Don’t address a problem in front of other employees, even if there is a public confrontation between employees. Give the employee time to cool off, and schedule a private meeting in an hour or so. Pick a room where the individual can feel relaxed, and offer a drink or refreshment if available. Don’t sit directly across from them, as this may put them “on the spot”, making them more defensive and less receptive.

2. Be specific! List the number of complaints you’ve received in the past two months. Also mention the occasions and methods in which you have attempted to address the problem in the past. Then, be specific about the job requirements. Say, “Customers rely on our company to provide great tech support, and our goal is to leave everyone customer “Extremely Satisfied” with their experience. As a result, it’s important that you are performing at your best for us to succeed. We need you to have a positive, “can-do” attitude not only towards our customers, but to your co-workers as well.”

Also, focus on the issue at hand, and not other issues that don’t affect job performance (too casual attire, annoying habits, etc.) Stick to thempany guidelines, not your personal preferences, less you lose credibility with the individual.

3. Consider the needs of the receiver. Some personalities prefer the direct approach, and some may need a more sensitive approach. In this case scenario, you could say, “You are not meeting performance expectations, and you need to get on track or we’ll have to let you go” or “I understand you are having a difficult time at home right now, but are you aware of your recent customer reviews? What can we do to change this situation so that we can keep you as a valuable asset to our team?” These are very different approaches depending on the personality of the employee, but the main concern is always addressed.

4. Evaluate their understanding. Instead of just asking, “Do you understand?” have them summarize the problem, the consequences, and what they plan on doing to change their performance. Help them brainstorm possible approaches to resolve the conflict.

5. Keep Records. After each meeting, write down the date and a summary of the conversation, including what the problem was, how it was addressed, and the employee’s response. Don’t just write negatives, but note positive contributions the employee has made in the workplace and in the discussion.

Keep these tips in mind, and pretty soon you’ll be responsible from turning your workplace environment from

THIS to THIS!

Reference

Sujansky, J. (2006). Eight Rules for Dealing with Employees who are Bringing Your Company Down. IT Today. Retrieved February 7, 2010 from http://www.ism-journal.com/ITToday/eightrules.htm.

Media Technology- Are You Up to Speed?

Are you up to speed with the latest technology? If not, you should be! Check out this Youtube video explaining why a knowledge of the latest media technology is your key to a successful career:


Now that you have a better understanding as to why it's so important to keep current with the latest media technologies, let's review a few that you may or may not be familiar with:

1. Twitter

For you die-hard social networkers, this is old news, and you probably love it. Initially, I had a hard time understanding the new Twitter craze. Upon initial investigation, it appears to be a forum to post your status updates, like Facebook, but without the rest of Facebook. And all the "@"s were confusing me. It seemed like it was merely serving a purpose that was already being met.

Communication expert George Siemens had the same hesitations with the social networking site at first. However, upon trying out Twitter, he was quickly won over for several reasons. This article on masternewmedia.org will open your eyes to the benefits of Twitter. Siemens defines it as a "living network", an ongoing conversation of sorts. He explains how it allows him to connect with his online network in a way that is simply not possible through his blog. By having access to their casual status updates, he received a much deeper understanding of the composition of his audience, who wouldn't otherwise post such menial (but telling) information in their blogs. It also provides him with up-to-the-minute information about what's going on in the world, often before the news even picks the story up. Furthermore, he found it allowed him to share quick information (such as a link) with his network without having to do a whole blog post on the topic.

Why should you tweet? Because your online audience will thank you for it. It's appealing for the same reason that people love texting and the continuous newsfeed scrolling at the bottom of all our news channels now- it's quick and to the point. So American! The faster the better, right? You can post links to your website or blog, slide shows, images, anything really. It's a great promotional tool, and one that's easy for your audience to follow.

Siemens decidedly calls Twitter "A fundamental shift in how we communicate." What do you think? Are you a fan?


2. Smartphones

Have you been surviving without a smartphone? Granted, it is possible, but why would you skimp in this arena when the benefits are so numerous? According to degreescout.com, more and more students and professionals are using their smartphones for quick access to information, and the phone's ability to download and use apps is making them a necessity for business-minded, tech savvy folks who need to (or like to) stay connected.

Maybe I've lost you already. Let's go over what makes a smartphone smart:

• An Operating System



• Beyond the Basics Software (Apps that let you work on Microsoft docs or edit photos)



• Wi-Fi Internet Access



• QWERTY keyboard



• Messaging (including video and syncing of multiple emails)
  
  Basically, it allows you to be connected at all times. It's easy to see how this can be beneficial to professionals, but what's it going to cost you? PCWorld breaks it down here. To make a long story short, no matter which phone you choose, it's going to cost you about $3,800 over 2 years, or about $160/mo. Sound worth it to you? Want to research it a little more before you commit to spending that kind of dough? Do some comparison shopping at: http://www.consumersearch.com/cell-phones/best-smartphones.

3. Widgets



I first began hearing this fun little word a few years ago as an infant blogger. It turns out, widgets are not only fun, but really useful to anyone who wants to find success in the ever-expanding blogging world. Basically, they allow you to customize your blog to your audience or topic. A widget, which comes in the form of a chunk of code that you add to your blog in the "design" page, can take the form of anything from a clock or a timeline, to a funny picture or gas prices. Check out the blog you're viewing right now. I have a poll widget (to get feedback from my valued readers) and a map widget which displays where all my visitors are logging in from.


Where can you find these little blogging gems? Well, there are several popular widgets in your Blogger or Wordpress "design" page, but many more options abound. A favorite site I constantly return to to improve my blogs is http://www.mashable.com/. They have quite a large selection of widgets (and plenty of other blogging tips as well). A simple Google search will provide you with more than you know what to do with.


Not only do widgets make your webpage cool, they can also be very useful for the professional blogger. This site discusses 3 must-have widgets that potential employers will find useful when deciding whether or not to hire you (and they will Google you!):

1. A Twitter Feed (make sure it stays clean!)


2. A Summary Widget


3. LinkedInABox (you are LinkedIn, aren't you?)

Now that you know about widgets, get to work improving that blog!

Tip: Don't overload your blog with widgets, it can be distracting and take away from the solid, useful content of the page.

4. Google Translate

Thanks to the world-wide web, we have all gone global, like it or not. Your blog, if it's not private, may be read in China, South Africa, probably Canada, maybe Australia..you get the picture. How will they understand it in China? you may wonder. Google translate is your answer. This amazing technology, which can be found at http://www.translate.google.com/, allows any google user to translate text from dozens of languages into, well, dozens of languages. Go try it out, right now. Give it a shot. Then come back.

What does this mean for professionals? It means it is easier than ever to keep up with what's going on on the global stage, and how it could affect our business. It allows us to get connected with individuals in our field that we would otherwise be at a loss of words with. It opens doors! What it can do:

• Instant translation of web pages and docs
• Build global business by advertising across languages
• Add translated captions to Youtube videos, building your int'l audience
• Also offers a translated search

Here's a quick video of how it works:



Pretty cool, isn't it? How could you benefit from Google translate?


And that wraps up my review of a few of my favorites in media technology. What is your favorite media technology, the one you just can't live without? Share it with us!

Making Pictures Their Best

Picture after editing!

This is an example of how even simple editing with basic programs can really make a difference in the pictures we post to our blogs. While I would love Adobe Photo Shop, it's super expensive. Lately, to improve the overall appearance of my pics, I have been using Windows Live Photo Gallery, which came with my computer, for editing. Not too shabby, eh?

First Post!

I wasn't sure what to put here, but I had to put something!

I love writing- about everything- and have plans to be a freelance writer when I wrap up this degree. I can't wait to see the culmination of all my work over the past year as this page blooms over the next several weeks! Can't wait to see all of yours, as well!

I'll only be in beautiful Guam a couple more weeks, so I'll attach a little picture of the glorious scenery I get to experience daily on this heavenly little island. I have a great new camera, a Canon Rebel T2i, that I have had a lot of fun with over the past couple months. This image is unedited. One I "fix" it, I'll attach the "After" image.