Transcript MPS 48: Communication

Polishing your communication skills
Donald R. Woods
Chemical Engineering
McMaster University
Hamilton, Ontario, Canada
November 7, 2010
1
Formal Technical Communication
Where I’m coming from..
Developed problem solving approach to Technical
Writing course at U of Wisconsin
Requested to give shortcourses in two industries
where I worked: Distillers & British Geon
Developed new course at McMaster University
1965
Published over a dozen books
Presented over 300 workshops internationally
2
Technical Communication
Def. The sharing of information using some
medium on some occasion for the purpose of
satisfying the needs of the audience.
Why important?
1. Vital need throughout life.
2. Vital skill for professionals
3
Technical Communication
Imaginative English
Emotions
Word imagery
Understatement, play on words
Stimulate imagination
Inferences
Mystery
Suspense
Functional English
Observations, data
No imagery
No understatement, no play on
words
No mood
No gaps for inferences
No mystery, suspense
Adds symbols, equations, figures
4
Technical Communication
Formal communication:
written reports and oral
presentations
Interpersonal communication
Chats; convince clients; gather
information from process
operators; team work; respond to
concerns; meetings;
assertiveness; listening; text
messaging; e-mail
5
Formal Technical Communication
Pretest for Formal Communication:
How aware are you of how you communicate
Rate
1. it happens automatically. I don’t know how
3. I can describe some of what I do
5. I can describe most
7. I can describe process and the quality of the product I produce
How skilled are you in communicating?
1. Not skilled at all
2. Some skill
3. Average skill
5. Better than average skill
7. Very skilled
TIME 5 seconds each
6
Technical Communication
Outcomes:
1. Dozen key ideas about communication
2. Goal: five criteria for an effective product
3. Problem solving process of writing
4. Four stages in writing:
Prewriting, writing, revising, delivery
5. Audience analysis
6. Resume writing
7
Twelve Key Ideas
1. Communication is a system; you,
the sender, and the audience
do together.
2. WHAT and WHY. There is a message and a
purpose
3. WHAT. If the audience fails
to get the message,
it’s your fault.
8
Twelve key ideas
4. HOW The medium includes words, symbols,
numerals, body language, a handshake, facial
expressions, shifting of the eyes, the quality of
the paper, the binding, the overall appearance
of the written material.
9
Twelve key ideas
5. HOW. Words only have meaning in
people.
Activity 2:
a. A man is walking along,
tears his sleeve on a rock
and is dead within minutes.
b. An open window, a gust of wind, water on the floor, glass
on the floor, Mary is dead.
6. We think in terms of our past experience.
10
Twelve key ideas
7. WHEN. The occasion.
8. Use our problem solving skills to create effective
communications.
Six stage process:
Engage,
Define the stated problem,
Explore,
Plan,
Do it,
Look back
11
Twelve key ideas
9. A four-stage process is used for writing
reports and giving a “speech”:
1. prewriting,
2. writing,
3. revising and polishing and
4. producing and presenting.
Listening and responding is a four stage process:
1. sensing,
2. interpreting,
3. evaluating and
4. responding.
12
Twelve key ideas
10. New information goes into Short Term Memory,
rehearsed & transferred into Long Term Memory.
STM is limited to 7 ±2 chunks.
Too much, too fast new information, the chunks are lost.
11. Audience analysis is the most challenging task.
-
Their needs
Background, what they understand
More than one class: supervisor,
President, colleagues?
Generation: Boomer? Gen X? Gen Y?
Culture?
Future readers?
Convincing them
13
Twelve Key ideas
12. The five criteria for the final product include:
Audience: answers the audience’s questions and
concerns,
Content: provides sufficient evidence to justify
your answer,
Organization: meets the audience’s needs,
Style: unambiguous, clear and interesting style
for audience,
Form: grammar, word usage, format and
behaviour are correct by standards expected by
the audience.
14
Product assessment
Criteria for assessing communications
1. Apply to all forms for formal communication;
both speaking and writing
2. Based on research about communication
3. Three to six overall criteria
4. Based on published assessment methods
5. Has been used consistently over time with
feedback for improvement
15
Product assessment
16
Product assessment
Challenges
1. Audience is key
But it affects content, organization & style. If not careful, count
audience 4 x.
Solution:
Under audience assess consistency of audiences with Content,
Organization & Style
17
Product assessment
Challenges in assessment and feedback
-
Everyone is expected to know how, but rarely have they been trained
Most have completely different assessment criteria
Engineering & Management experience
Each student report marked by Mid
management from industry & faculty
So what?
Ran workshops for faculty & managers
18
Product assessment
Challenges
Feedback
5 strengths
2 areas
to work on
19
Product assessment
Activity 3:
Audience: recruiter, handles 200 applications/day; all are ChE,
looking for leadership, initiative, good interpersonal skills,
strong problem solving, good communication.
Use the Assessment form to assess the resume, 4803
TIME _____________ FINISH BY __________
20
Writing process: Prewrite
Identify WHO: the audience(s) ; prioritize these if > 1
List WHAT: questions of the audience ,
“Why would they want to listen to my speech or read my report?”
Collect missing information, evidence or proof
needed to answer the questions;
Prepare any graphs, tables, equations; list the
citations/references;
Write out and check the Plan: inform? persuade?
Organize and sort the information into packages to
make writing the paper/speech easy.
21
Apply Problem solving to Prewriting:
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look
back
Usually given a task (with some inferred audience, time,
occasion and cost). The goal is to completely prepare
for writing the draft.
Not overwhelmed by information overload
Focus on the audience’s questions to select content &
organization.
Attitude: this is NOT “getting the grammar right;” This is
conceptualizing the audience
Attitude: no magical example report or format; Make it
answer audience’s questions.
Attitude: confusion is welcome; helps identify when
audience might be confused.
Attitude: Usually not a communication to inform.
usually to persuade.
Manage stress “I want to and I can!”
22
Apply Problem solving to Prewriting:
1. Engage
2. Define
3. Explore
The goal: gather all information needed to answer the
audience’s questions & organize it effectively
Criteria: the audience understands the message &
responds positively
The system: you, the audience, the situation or occasion &
conditions under which the communication is to occur.
4. Plan
5. Do it
6. Look
back
Constraints: time when delivered, time available for the
speech, Question and Answer period; the conditions
(media, language, length, delivery conditions)
language skill of the audience for words, actions,
symbols, tables, equations.
culture of audience
23
Apply problem solving to Prewrite
1. Engage
2. Define
Explore: identify the real problem:
Audience analysis (to identify questions
they have and how you might answer them)
3. Explore
4. Plan
5. Do it
6. Look
back
and
Content identification & selection
(evidence to answer the questions) and
Media selection (that meets the needs of
the audience and proves points well) and
Occasion implications
24
Apply Problem solving to Prewriting:
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look
back
Audience analysis. options include:
- Characteristics-concerns-needs,
- the Audience Checklist,
- the Persistent Why,
- Seven Stakeholders,
- Generations
-Cultural dimension.
Media: words/symbols/equations/tables.
List all pertinent stuff needed.
25
Prewriting: Audience analysis
1. Engage
Characteristics, Concerns and Needs
2. Define
3. Explore
4. Plan
5. Do it
6. Look
back
26
Prewrite: Audience analysis
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look
back
27
Prewriting: Audience analysis
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look
back
Persistent Why? What’s stopping you?
On the plant, the lube oil storage tank on Line A was overflowing.
The operator shut off the oil to the tank, shut down Line A.
Called Harry Bloggs, maintenance, to solve the problem.
How it should work:
- Oil level in storage tank is regulated by a float. If level drops,
the float drops too. Inlet lube oil valve opens. Lube oil flows
into the tank. float is a stainless steel spheroid about 2 L in
volume.
Now:
- The float, as observed by Harry, was still attached to the inlet
line but it seemed to have lost its buoyancy. Harry detached
the float and shook it. He estimated he could hear about 1 L
of liquid sloshing around inside the float. None came out
anywhere. No leak could be detected.
Problem:
How might I restore buoyancy?
28
Prewriting: Audience analysis
1. Engage
Persistent Why? & What’s stopping you?
2. Define
3. Explore
4. Plan
5. Do it
6. Look
back
29
Prewriting: Audience analysis
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look
back
Activity 4: 4806
On the persistent why? diagram, identify
who in the company might be interested
in each level of questions:
- The President?
- The Production or Marketing Manager?
- Product supervisor or Engng supervisor
or maintenance supervisor?
- Shift supervisor or engineer or Harry
Bloggs?
30
Prewriting: Audience analysis
1. Engage
2. Define
3. Explore
Activity 5:
Who wrote the e-mails or memos?
4897, 4808, 4809
4. Plan
5. Do it
6. Look
back
31
Prewrite: Audience analysis
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look
back
In your audience, who belongs in each
category of the Seven stakeholders
Family +++
Friends ++
Fellow travellers +
Fence sitters 0
Foes Fools - Fanatics - - 32
Prewrite: Audience analysis
1. Engage
2. Define
3. Explore
For those against your recommendations:
Gather evidence and present arguments
that overcome the misconceptions
and address possible root causes of
negativism.
4. Plan
5. Do it
6. Look
back
33
Prewrite: Audience analysis
1. Engage
2. Define
Generations: note variety, affects
primarily media, outline and timing
3. Explore
4. Plan
5. Do it
6. Look
back
34
Prewrite: Audience
1. Engage
2. Define
3. Explore
4. Plan
Culture.
Meaning & implications of words,
gestures, humour differ. Sensitive if
have multicultural audience.
Most apparent are gestures to avoid.
5. Do it
6. Look
back
35
Prewrite: Audience analysis
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look
back
Summary:
Most errors made; challenging.
Must answer audiences’ questions
with content, media, organization & evidence that they
understand.
To help us understand their background, hopes, approaches
Try:
Characteristics, concerns, needs
mainly business structure
Persistent Why?
broadens context
Checklist
convenient summary
Seven stakeholders
select convincing evidence
Generations
attitudes, media
Culture
attitudes, conventions, media
36
Prewrite: content selection
4. Plan
Based on audience questions and
persuasion elements needed:
List content
- That you have already
- That you need to obtain (depending on
5. Do it
the context, this might include copyright
permission)
1. Engage
2. Define
3. Explore
6. Look
back
37
Prewrite: media selection
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look
back
Media
Based on the audience analysis (and
especially stakeholder, generations
and culture) list the media that might
be most pertinent. Visual elements
include figures, tables. (Two forms of tables:
record tables that list all the data for historical purposes
and are kept on file or in the Appendix from which
selected data are given in integral tables included in the
body of the communication to prove a point.)
38
Prewrite: media
1. Engage
Select possible
media
2. Define
3. Explore
4. Plan
5. Do it
6. Look
back
39
Prewrite: summary goal
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look
back
Real goal is.. For resume
Audience: engineers & HR in target company
Audience’s questions: should I interview?
Content: convince him/her that I have skills they need
in addition to the Tech knowledge, such as
communication, problem solving, team, self confidence,
lifelong learn
Media: written, legible, two pages max + cover letter;
include DVD?
Occasion: read at his/her office; job opening
40
Prewrite: Plan
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look
back
Plan
• How to obtain the missing
information & validate
• Estimate the time it will take
& consider contingency plans.
• Create the overall plan of a report to
persuade (or on the rare occasion, a report to inform).
• Select the format, decide on mechanism for
organizing references and sources. Consider
ethics and how to cite/refer to materials of
others (and how to obtain copyright release as needed).
41
Prewrite: types of evidence
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look
back
For a communication to persuade,
Need evidence to support a conclusion.
Evidence:
- Events audience has experienced already
- Logic (inductive or deductive)
- Emotion (preferred by some cultures for
verbal. For written, beware of “It’s obvious
that..” “No one can deny that..”)
- Ethos or credibility (probably most
important & underestimated)
42
Prewrite: types of evidence
1. Engage
Ethos, credibility
2. Define
3. Explore
4. Plan
5. Do it
6. Look
back
43
Prewrite: types of evidence
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look
back
What type of evidence?
Misconceptions:
If it’s logical, then they accept. Reality: usually ethos appeal
based on trust & credibility
Dealing with ideas. Reality: dealing with motivations &
personalities
Resistance to change: root causes
1. Fear of change
2. Apathy; happy with status quo
3. Personal disparagement
4. Vested interests of others
5. Not-invented-here
6. Hostility, rejection
7. Negativism
8. Overwhelmed by the enormity of the proposal.
9. Indecisiveness
10. Prejudice
44
Prewrite: Time
1. Engage
2. Define
3. Explore
4. Plan
Break project into sections, with
timelines, milestones & celebrations
Gantt chart
Contingency plans, via Potential
Problem Analysis
Estimate cost, budget
5. Do it
6. Look
back
45
Prewrite: create outline
1. Engage
Written report to persuade
inform
2. Define
3. Explore
4. Plan
5. Do it
6. Look
back
46
Prewrite: plan
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look
back
Verbal
Audience listening fundamentals affect plan:
We think three to ten times faster than we can listen.
So what?
Gain attention at the beginning: challenge, a story, the main
message and issues, realistic and pertinent questions
(so that listeners can use their spare time to think of how you
might address these).
Impression in first 30 s is critical
Emphasize the main idea. Only 25% of people listening to a
formal talk actually grasp the main idea
Attention span is about 20 minutes max.
Around the 20 minutes of elapsed time, plan to include
a) restatement of main theme,
b) challenging question,
c) a time to reflect/discuss among the audience.
47
Prewrite: Plan summary
1. Engage
2. Define
3. Explore
4. Plan
• Evidence; logical, emotional, ethos.
Pertinent, needed by audience,
convince
• Estimate the time & contingency
• Overall outline to persuade vs inform.
• Format, references & ethics
5. Do it
6. Look
back
48
Prewrite: Do it
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look
back
Do it
• Collect and critically evaluate the information.
Write for copyright release as needed.
• Classify the information and add to the
outline.
• Add titles to the overall plan outline; check
for faulty coordination and subordination.
• Collect all the pertinent information for each
section of the communication into easy-touse files or file folders.
49
Prewrite Do it
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
In your resume, show you have analyzed your
experience and identified special skills such as
problem solving, initiative, leadership,
communication.
But, need to describe succinctly where you developed
the skills and how you know that you have them.
What is your evidence?
Lifeguard at a pool:
No job, so I travelled to Europe:
6. Look
back
50
Prewrite: gather evidence
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
Activity 6:
For your resume,
complete 20 forms
for 20 experiences.
Here is a sample form.
Descriptors mean the
different words that
describe what you can
now do
6. Look
back
51
Prewrite: Outline
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look
back
Flesh out plan to persuade.
1. Start at conclusion
2. List reasons why conclusion is valid
(these become titles of sections in the main body,
pointing to the conclusion)
3. Introduction with advance organizers
4. Conclusion and implications.
Next: select numbering scheme and
write out outline sequentially.
52
Prewrite Outline
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look
back
Usually four to nine major sections
Relationship among the sections:
Classification principles
1. Single criteria at any level or titles at the
same level indicate topics of equal
importance(if not, faulty coordination)
2. Elements must belong in that category
(if not, faulty subordination)
3. No single subpoint; correct by deleting
& modifying title or add more topics
4. Try to use parallel construction
53
Prewrite: outline
1. Engage
2. Define
Activity 7:
Critique this
outline
3. Explore
4. Plan
5. Do it
6. Look
back
54
Prewrite: outline
1. Engage
2. Define
3. Explore
Activity 8:
Audience: recruiter, handles 200 applications/day; all
are ChE, looking for leadership, initiative, good
interpersonal skills, strong problem solving, good
communication.
Possible outline for resume
4. Plan
5. Do it
6. Look
back
1.
2.
3.
4.
5.
6.
7.
Contact info
Skills
Education
Work
Certificates
Spare time
References
55
Prewrite: look back
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look
back
• Write out the fleshed out description of
the audience. Does the information
answer the audience’s questions? Does
the organization satisfy the audiences’
needs? Is the information in clearly
defined file folders that can be used
easily for writing the draft?
• What have you discovered about the
prewriting process? How would you do it
differently the next time?
• What was the easiest part of doing the
audience analysis? the most difficult?
56
Problem solving: write the rough draft
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look
back
The goal: write the communication.
Attitudes that affect this process are:
- misconception: “you can write or you don’t.” Target: use
problem solving & clear thinking. You can do it!
- misconception: confusion is bad and undesired. Target:
welcome confusion, helps identify when audience
confused.
- misconception: focus on getting every detail and sentence
correct before proceed. Target: let the ideas flow.
Overediting as you go kills the flow of ideas.
- misconception: spend most time writing. Target: spend
most time prewriting & revising.
What attitudes do you have?
Manage stress: I want to and I can
Monitor: have you checked the
attitudes sufficiently?
57
Writing the rough draft
1. Engage
The goal: write
2. Define
3. Explore
Criteria: do it all without revising as you
do it
4. Plan
5. Do it
6. Look
back
The system: you, the computer and
your files with all the information you
Constraints: time; don’t postpone;
physical location where you write
58
Writing the rough draft
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look
back
Explore:
The real problem is to overcome your
stress and misconceptional attitudes.
Focus on the target behaviours:
- Use a problem solving approach
- Welcome confusion; that’s OK
- Don’t edit or check spelling as you
write. Just let it flow.
- Use positive self talk
59
Writing the rough draft
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look
back
Organize the folders with the info.
Focus on the personal sense of accomplishment
you’ll get from creating this communication.
Have confidence you can do this: think of past
times when you succeeded; you have the self
determination, freedom & resources to make
it happen; creating this communication is
worthwhile, get support and encouragement
from your support system.
Post the outline.
Post the milestones & celebrations.
Use a location free from distractions
60
Writing the rough draft
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look
back
Start writing the sections that are
easiest for you.
For visuals, graphs and tables type
*******insert Table here*******
Don’t agonize over the style of the
visuals
The Introduction is usually the most
difficult part. Do it last.
61
Writing the rough draft
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look
back
Look back
Celebrate. You’ve done it. You’ve
written the whole thing. Set it aside.
Reflect on what you learned about
writing the rough draft.
What will you do the same the next
time? What, different?
62
Revising
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look
back
Goal is to compare the draft with the audience’s questions and polish the
communication.
Attitude is important:
Misconception: only need single draft. Target, use as many drafts as
needed. I used 11 drafts for my latest book.
Misconception: revising means polishing the grammar and punctuation
with the focus on the sentence level. Only 1.3% of the time would
unsuccessful writers consider altering the whole message. Target:
focus on macrostructure: organization, reasoning, paragraph and
section level. Willing to rethink and rework the whole thing. Indeed,
20% of the time major changes made.
Misconception: spend 10% of total time revising. Target, spend most of
time revising.
Misconception: unwilling to discard what you have written, ``I invested a
lot of time writing this section. OK it really doesn`t apply but I want
to include it somewhere!`` Target: discard if not pertinent.
Manage stress. I want to and I can.
Monitor
63
Revising
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
The goal: polish the rough draft
Criteria: the five criteria: audience,
content, organization, style and form
The system: you, the computer & spell
check files on the computer.
Constraints: time; don’t postpone;
physical location where you write
6. Look
back
64
Revising: explore
1. Engage
2. Define
3. Explore
Set the report aside for several days.
Systematically check the five criteria.
Start by imagining yourself as the
audience.
4. Plan
5. Do it
6. Look
back
65
Revising: explore
1. Engage
2. Define
Explore the problem:
create a reminder
checklist based
on the criteria.
3. Explore
4. Plan
Here is an
Example for
resume
5. Do it
6. Look
back
66
Revising
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look
back
Be systematic & work in the context of the
criteria.
Recheck the overall outline, conclusions
and evidence.
Be prepared to spend time polishing the
style of the visuals
Gunning Fogg index might help guide the
style check. Check Tools/word count.
Have good resources close by for word
usage, punctuation, thesaurus
67
Revising
1. Engage
2. Define
Check and revise audience
Content
Organization and style
3. Explore
4. Plan
5. Do it
6. Look
back
68
Revising format
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
Grammar OK?
Spellcheck
Punctuation OK.
single comma, insert understood word
comma comma ,, or ( ) or - - insert phrase
comma and ,and or ; two complete Sn
colon : list of stuff from upstream Sn
single dash – list of stuff from downstream Sn
Mechanics OK
6. Look
back
69
Revising
1. Engage
Look back
2. Define
3. Explore
4. Plan
5. Do it
6. Look
back
Did the revised communication match
the audience?
Content?
Organization?
Style?
Format?
70
Delivery
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look
back
Engage
Written:
Control panic as deadlines appear; I’ve
planned ahead, done a PPA and I can
do this
Verbal:
One of more stressful experiences
I want to and I can
71
Delivery
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look
back
Define the stated problem
Goal: deliver completed, polished, credible
report or speech
System: you, the audience, your report or
speech
Criteria: on time, right place, right person(s)
Constraints: unexpected events (mike doesn’t
work, your health, power failure), expense in
duplication, location defined, facilities
defined (projectors, handouts, break
facilities), other presenters
72
Delivery
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look
back
Explore
Written
The major problem is ethos (visual
credibility) and on-time.
Verbal
The major problem is “sharing
experience” and practise, practise
practise.
Need details of the location & venue for
speech
73
Delivery
1. Engage
2. Define
3. Explore
4. Plan
5. Do it
6. Look
back
Plan
Potential Problem Analysis: what could go
wrong, impact, your contingency plans.
Verbal:
Should I read my speech?
How many visuals should I prepare?
Max 1/min; usually 1/ 3min
Stressed about my accent and bad habits I
have, such as saying “Ahuuuu”
Forget about them. First gain confidence is saying anything,
in getting the visuals to flow smoothly and in talking on
your feet.
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Delivery
1. Engage
2. Define
Verbal
How can I practice?
Aloud in front of a mirror
using visuals and timer
3. Explore
4. Plan
5. Do it
6. Look
back
Audience includes experts
or important individuals?
Attitude “sharing” your experience;
not an expert telling them.
Or imagine all the audience
sitting in bathing suits
75
Delivery
1. Engage
Verbal
2. Define
When I try for eye contact I get distracted. What can I
do?
Look at a line 1 m above audience’s heads
3. Explore
Should I say “thank you” when I’m finished?
No
Handling Q&A
4. Plan
5. Do it
Repeat the question
Greatest weakness of all the speeches you have
heard?
Message wasn’t clear
6. Look
back
‘That was a terrible speech!’
10% love you, 10% hate you; check the 80% feedback
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Delivery
1. Engage
Do it
2. Define
3. Explore
4. Plan
You have used a problem solving
approach. You are ready.
Deliver
5. Do it
6. Look
back
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Delivery
1. Engage
2. Define
3. Explore
Look back
What did I learn from the experience?
What would I do differently?
What would I repeat?
4. Plan
5. Do it
6. Look
back
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Resume writing
Activity 9.
Critique Mary Jane’s resume
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Technical Communication
Outcomes:
1. Dozen key ideas about communication
2. Goal: five criteria for an effective product
3. Problem solving process of writing
4. Four stages in writing:
Prewriting, writing, revising, delivery
5. Audience analysis
6. Resume writing
80