Kyle Jones Training Plan and Framework

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School

Southern New Hampshire University *

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520

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Communications

Date

Jan 9, 2024

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docx

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Uploaded by GeneralLeopardMaster1014

RUNNING HEAD: Training Plan and Framework 1 Training Plan and Framework Kyle Jones IT 520 – Technical Communication Professor Hamburger Southern New Hampshire University February 26, 2023

Training Plan and Framework 2 BOLDFlash as a whole has a severe issue with communication throughout the organizations. Internal communications are written ambiguously, and support documentation is written too technically. Technical communication aims to inform, recommend, and persuade colleagues, clients, and vendors with clear, direct, and plain language (Gerson & Gerson, 2017, p.2). Without this concerted effort for clarity, communication issues are propagated by misunderstanding and uncertainty. These communication issues are spreading and manifesting problems for the organization related to customer support issues, missed manufacturing deadlines, and confusion between departments. Because of this, a new training program will be developed for all department managers in an attempt to teach good communication practices and hopefully remedy these stemming issues. The areas of focus that will be addressed in the communications training include internal memos, technical documentation, and product documentation. All areas of focus will share overarching similarities with the guided training framework and therefore the bulk of the training will remain the same regardless of business function. These overarching similarities will focus on effective communication strategies that stay constant regardless of the medium or topic and include topics related to clarity, simplicity, and conciseness. When communicating in any medium, specificity is paramount. Communicators should avoid ambiguous phrases such as “some”, “near”, and “thin”. These types of phrases can mean different things to different audiences. Replacing these words with 3-5, 2 miles, and 0.05mm provides the clarity needed to remove ambiguity. In a similar vein, communicators should also avoid the use of phrases and colloquialisms, using a sports metaphor will not get a point across to a listener who has no sports knowledge. All communicators attending this training will also be taught how to identify their desired audience. Communication strategies will differ depending on the audience being

Training Plan and Framework 3 communicated to. Some things to consider during audience identification are age, gender, social position, values, assumptions, and level of knowledge (Indiana University of Pennsylvania, n.d.) An audience may be made up of laypersons, low-tech, and high-tech members. The audience’s level of knowledge on a certain topic will determine the phrases and definitions that will be used throughout the communication. Another thing to consider during audience identification is the tone to use. Different tones will be used when communicating with subordinates versus supervisors. Internal communications are communications disseminated throughout the organization not to be released to the general public. These communications can come in the form of posted memos, emails, instant messages, and in-person communication. Often, internal communications are meant to be informative in nature and should therefore rely heavily on the overarching themes identified for general communication practices (clarity, brevity, unambiguous). When informing other teams about the progress your team has made on a product line, the aim should be to generate excitement over a product so the communication should include clear goals that the product meets, how its specifics support business objectives, or how the team plans to disrupt the market with it. Another common practice for internal communication is to publish memos containing information about organizational policies. These policies help protect the company from certain liabilities by laying out rules and guidelines for employees to follow, for example, how to properly handle private health information (PHI). PHI is protected under HIPAA with certain requirements that need to be followed when handled. Therefore, any policy detailing the handling of PHI needs to be direct and clear in order to protect the company and the employees handling it.

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