Communicating in Non-routine Situations 1.1 2008/03/07 10:16:53.693 US/Central 2008/04/23 10:15:04.589 GMT-5 Cain Project cainproject@mailman.rice.edu Cain Project cainproject@mailman.rice.edu Engineering Communication This 19-slide PowerPoint presentation explains how to approach non-routine situations that require e-mail, written communication, and oral communication (including crisis communication). To analyze and assess non-routine situations, companies and individuals alike must: Invest time in analysis and planning Note the social process Look for hidden audiences Consider the legal context Keep a long-term horizon When an organization and its communication fail to deal with critical aspects of the unexpected and unfamiliar, it can reduce efficiency and cause multiple problems. On the other hand, when companies learn to expect the unexpected, they respond more effectively to challenges, keeping team-members involved, audiences informed, and outcomes within their control. Understanding a more analytical and strategic way to deal with unfamiliar situations can increase the chances that novel circumstances work to your benefit and the company’s productivity. In planning for a non-routine event, it is important to analyze both the situation and the audiences involved. Anticipating connections and foreseeing conflicts can prevent losses in the long run. Learn to formulate a comprehensive strategy by seeking advice from supervisors and cooperating in teams. As in routine situations, both the genre and the structure of communications are essential. Written communication can help establish values and expectations and serve as a useful reference or guide. Oral interactions effectively communicate emotion, motivate listeners, convey character and enable constructive critique. In all cases, organization, consultation, and revision ensure that non-routine communications are precise, professional, and persuasive.

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