Task 5. Consider the communication media (a-h) and put them into the appropriate box.

Oral Media Include	Written Media Include

1. Face-to-face conversation, speeches, meetings

2. Letters, memos, reports, proposals

3. Telephone and voice mail

4. Regular and special mail

5. Audiotape and videotape

6. Faxes

7. Teleconference and videoconference

8. Electronic mail

Task 6. Read the statements (1-10) and match them with the appropriate communication channel, then complete the table:

An Oral Channel is Best When	A Written Channel is Best When

1. You want immediate feedback from the audience.

2. You do not need immediate feedback.

3. Your message is relatively simple and easy to accept.

4. You do not need a permanent record.

5. You can assemble the audience conveniently and economically.

6. Your message is detailed, complex, and requires careful planning.

7. You are trying to reach an audience that is large and geographically dispersed.

8. You want to encourage interaction to solve a problem or reach a decision.

9. You need a permanent, verifiable record.

10. You want to minimize the chances for distortion.

Task 7. Analyse the media in the box in terms of their richness and complete the diagram below.

Letters Telephone calls Fliers e-mails Face-to-face conversations

A Continuum of Media Richness

Richer Leaner

Task 8. Make up a list of criteria for choosing among the channels and media.

Task 9. Identify the most efficient way (phone call, interview, memo, or newsletter) of handling the following communication situations? Briefly explain your answers.

1. Informing everyone in the company of your department’s new procedure for purchasing equipment.

2. Leaving final instructions for your secretary to follow while you’re out of town.

3. Disciplining an employee for chronic tardiness.

Task 10. Watch the video sequence and fill the gaps in these sentences.

1. In America, according to Alice Stiffer, almost everyone has ___ and ___ . Many companies have ___ . One of her customers in Scandinavia prefers to send a ___ when they have a question, rather than __ her. She says that people in the UK are more ___ on the phone. When ‘cold phoning’ a company she says that it’s best to ___ to people.

2. Paula Horwood faxes people abroad because of the ___ and because of the ___ . If the recipient has difficulty understanding they can usually find somebody in the office to help them. Faxes are also useful if you’re trying to contact someone who’s ___ all the time.

3. Julia Broadhurst prefers to fax people in the USA because a fax is ___ for the recipient when they start work.

4. When Paula Horwood sends a fax she can ___ about it once it’s been sent. If there’s no reply, she has to ___ it ___ with another fax or a ___ .

5. Alison Baker ___ all her phone calls with faxes so that she has a record to ___ later on.

6. As far as John Wall is concerned, phoning long distance is unsatisfactory because there is often a ___ or an ___ . Spending time composing a fax makes him ___ more about what he wants to say and helps him to express his ideas in a ___ form. The recipient can also have more ___ to think about the reply.

7. Alison Baker uses e-mail to the office in Texas because it’s an ideal way of getting ___ in writing. E-mail is also used ___ throughout the building she works in.