recap verbal communication non verbal communication paraverbal communication barriers in...

Recap

• Verbal Communication• Non verbal Communication• Paraverbal communication• Barriers in Communication• Verbal & Nonverbal Communication

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7 C’s of Communication

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First, What is Business Writing?

Business writing is workplace

writing, which is a form of technical writing.

Business Writing

Workplace Writing

Technical Writing

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Business Writing is technical

communication or technical

writing

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Workplace Writing

Example 1: A Resume to persuade a potential employer to offer an interview

Example 2: A Findings Report to persuade employees to follow certain policies or procedures in order to improve performance or correct errors or problems

Workplace writing is generally “persuasive” writing:

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Some Types of Workplace WritingsBusiness Letters Formal; An external communication

E-mail Transmissions Informal; External correspondence written to business associates and internal correspondence to personal friends

Memoranda/ Memorandum

Informal style of business letter; Internal correspondence written to colleagues within a company

Reports Financial, audit, or statistical report that identifies the specific problem and presents collected data, research, or recommendations for the change process

Contracts Binding agreements or proposals between two or more parties that can become legal documents if they include an offer that is accepted

Manuals A written set of instructions, procedures or policies

PowerPoint A soft-ware generated, visual slide show, with animation options, that hosts a set of notes or bulleted points, an agenda, or other information that supports a discussion

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General Business Tip . . .

Generally, it is an expected and common business practice to keep photocopies / hard (paper) copies of any communication you send to another person regarding any business matter.

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How to Create Effective Technical or Workplace Writings:

1. Focus on the purpose of your writing

2. Focus on your readers (Audience)

3. Satisfy document requirements (Documentation style; visuals;

data)

4. Get to the point (Concise, uncluttered sentences)

5. Provide accurate information (Research)

6. Express yourself clearly (Grammar; Proofreading)

7. Format your pages carefully (be neat and leave white space)

8. Manage your time efficiently (Meet deadlines)

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Formatting a . . .

Business Memo

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What should you know about Business Memos? They . . .

• are used within an organization • usually are informal in style • normally function as a non-sensitive communication• are short and to-the-point • have a business tone / no slang or jokes• do not require a salutation (formal greeting) • do not have a complimentary closing as does a

business letter (END) • have a format very different from a business letter • may address one person or a group of individuals

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Memo SampleCollege of Business Administration Business Communication

Memorandum

To: CBA Students From: Dale Coattail

Date: September 10, 2007

Re: How to Write a Memo

Your instructor has asked you to write a memo, which is the most common form of written communication in business. In order to perform this task successfully, you should conform to general business standards of content, format, structure and language use. Regarding Content, the first rule of writing a good memo is "Get to the point!" The second rule is "Know what your purpose is." Before you start writing, be sure that you know what your "answer" is to the boss's or colleague's question. Don't include all your thinking in the memo. While several pages of thinking might get written as you come up with the answer, the memo includes only the answer. Citations, financials, or justifications that must be available to the reader can be added as appendices or written as a separate, formal report. The memo should include only those ideas that are required for the reader's action or decision.

Format This memo is an example of memo format. Note especially the routing information, the use of headings, and the single spaced block paragraphs. If your memo looks like a memo, there's a better chance a business reader will take your ideas seriously. If you are working in a CBA lab, the easiest way to duplicate the proper memo format is to use a template. (Select "new" from the File MENU and select the "memo" tab on the dialogue box.)

Structure The typical memo is only 2 or 3 paragraphs and fits on one page. The first paragraph summarizes the gist of the whole memo, then the main points are covered in the same order they were previewed. Again, this memo provides an example of the typical structure.

Language Use A memo is often less formal than a letter, but should still be written with a businesslike tone. You can be friendly, but not cute. Your professional image depends on perfect spelling and grammar, but you can usually get away with a few "down home" expressions. Edit for wordiness and get directly to the point. Use language to communicate your ideas effectively and efficiently. (END)

cc: Your Instructor

Executive Summary or Introduction

Headings/ routing information

Special note

Start the Body / Body Headings

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Formatting a . . .

Business Report ?

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What is a “Business Report”?

• A business report is a technical report designed to persuade readers.

• A written business report communicates research findings, progress evaluations, proposal plans, or other information regarding a business practice, situation, or project.

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Why create Business Reports?

• In a global society, the ability to report findings and develop expansion plans and propose solutions to business-related problems gives company’s a strategic advantage in world markets.

• Business reports, formal or informal, are technical communications that support business by persuading business leaders, employees, clients and other business stakeholders.

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Regardless of what you write, Consider this Triangle . . .

Subject (the logic you will present

-- your topic or message)

Writer (your ethics, morals,

skill set

and Plans to use

Your characteristics

to meet your purpose)

Audience

(the passions, interests, or

characteristics of the ones

you’re trying to persuade

and their characteristics)

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Formal Business Report FormatGeneral Sections of a long Business Formal Report:

• Title Page

• List of Tables and Illustrations

• Letter of Transmittal

• Synopsis / Executive Summary / Abstract

• Table of Contents

• Introduction (required) (Header may start on this page)

• Methods of Research

• Findings / Analysis (Discussion)

• Conclusions

• Recommendations

• Appendix (Graphs and Tables)16

7 Cs 0F Communication

• COMPLETENESS • CONCISENESS • CONSIDERATION • CLARITY • CONCRETENESS • COURTESY • CORRECTNESS

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COMPLETENESS

Business message is complete when it contains all facts the reader or listener needs for the reaction you desire.As you strive for completeness, keep the following guidelines in mind;

Provide all necessary informationAnswer all questions askedGive something extra when desirable

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COMPLETENESS

• Answer all questions that are asked • Give something extra when desirable • Check for five Ws & one H

– Who – What – When – Where – Why and – How

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Provide All Necessary Information

Answering the five W’s helps make messages clear: Who, What, When, Where, and Why.

Answer All Questions AskedLook for questions: some may even appear buried Look for questions: some may even appear buried

within a paragraph. Locate them and then within a paragraph. Locate them and then answer precisely.answer precisely.

Give Something Extra, When DesirableUse your good judgment in offering additional Use your good judgment in offering additional

material if the sender’s message was material if the sender’s message was incomplete.incomplete.

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Exercise-1

• You are the president of an industry association and have received the following inquiry from an out of town member:“I think I would like to attend my first meeting of

the association, even though I am not acquainted with your city. Will you please tell

me where the next meeting is being held?”

• How would you reply to this letter keeping in mind Completeness of the message?

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CONCISENESS

1. Eliminate wordy expressions 2. Include only relevant statements

– be focused– Shorten & avoid long explanations – avoid gushing politeness

3. Avoid unnecessary repetitions – use short forms the second time – use pronouns

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Eliminate Wordy Expressions

Use single words in place of phrases. Even Winston Churchill made extensive use of

simple, one syllable words.

ExampleWordy: At this timeConcise: Now

Wordy: Due to the fact thatConcise: Because

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CONCISE

• Due to the fact that• Employed the use of• Basic fundamentals• Completely eliminate• Alternative choices• Actual experience• Connected together• Final result• Prove conclusively• In as few words as possible

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CONCISE

o Due to the fact thato Employed the use ofo Basic fundamentals

Completely eliminate o Alternative choiceso Actual experienceo Connected togethero Final resulto Prove conclusivelyo In as few words as possible

o Becauseo Usedo Fundamentalso Eliminateo Alternativeso Experienceo Connectedo Resulto Proveo Concisely

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Include Only Relevant Material

Wordy: Wordy: We hereby wish to let you know We hereby wish to let you know that that our company is pleased with the our company is pleased with the

confidence you have respond in confidence you have respond in us.us.

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• Concise: Concise: We appreciate your confidence.We appreciate your confidence.

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Exercise

• Find single word substitutes for the phrases:

With regard to about Despite the fact that although At the present writing now Is of opinion that thinks In the first place first At a rapid rate fast

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Exercise

• Rewrite the following by omitting articles, trite (worn out) expressions, wordy sentences and repetitions:

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Exercise –contd.• At this time I am writing to you to enclose the post paid

appointment for the purpose of arranging a convenient time

when we might get-together for a personal interview.

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Exercise –contd.

• Will you ship us sometime, any time during the month of October , or even November if you are rushed , for November will suit us just as well , in fact a little bit better , 300 of the regular three and a half inch blue arm bands with white sewn letter in the middle .

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CONSIDERATION

Consideration means preparing every message with the message receivers in mind; try to put yourself in their place.

• You are considerate• you do not lose your temper• you do not accuse and you do not

charge them without facts• the thoughtful consideration is also

called “you-attitude”.32

CONSIDERATION

• Focus on YOU instead of I & WE • Show reader benefit & interest • Emphasize on positive & pleasant • Apply integrity & ethics

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Focus on “You” Instead of “I” or “We”

Using “you” does help project a you-attitude. But overuse

can lead to a negative reaction.

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Show Audience Benefit or Interest in the Receiver

Reader may react positively when benefits are shown them. Benefits must meet recipients:– needs– address their concerns, or– offer them rewards

• Most important they must be perceived as benefits by the receivers.

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Ex.- Write with a ‘you ‘ attitude , it shows consideration

• I want to send my congratulations for --(Congratulations to you….)

• We will ship soon the goods of your order---

• We pay eight percent interest on -----

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Ex -Avoid negative – unpleasant words to show consideration

• It is impossible to open an account for you today.

• When you travel on company expense, you will not receive approval for first class fare.

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Ex : Show reader benefit or interest

• Because we have not written to you in sometime , please help us bring our record by filling and returning the other half of the card.

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CONCRETENESSCommunicating concretely means being specific, definite, and vivid rather than vague and general. Often it means using donatives (direct, explicit, often dictionary based) rather than connotative words (ideas or notions suggested by or associated with a word or phrase)

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CONCRETENESS

• Use specific facts and figures • Put action into words • Choose vivid image building words by

comparison & figurative language• Use more adjectives and adverbs

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Use Specific Facts and Figures

It is desirable to be precise and concrete in both written and oral business communication.

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Example

Vague, General, Indefinite

• Student GMAT scores are higher.

Concrete, Precise

• In 1996, the GMAT scores averaged 600; by 1997 they had risen to 610.

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Put Action in Your Verbs

Verbs can activate other words and help make your sentences alive, more vigorous.

Use active rather than passive verbs. Put action in your verbs rather than nouns

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Example

• Passive : The memo was sent by the manager Active:• Passive: The scientist discovered the formula. Active:

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Choose Vivid, Image-Building Words

Business writing uses less figurative language than does the world of fiction.

Bland Image

This is a long letter.

More Vivid Images

This letter is three times as long as you said it would.

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Ex- Rewrite the following in concrete form as the sentences are too general and

vague

• Our product has won several prizes. • These brakes stop a car within a short

distance.

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Ex: Put action into the words by using active instead of passive voice

• Tests were made by us. • A full report will be sent to you by the

supervisor. • Mr. Singh will give consideration to the

report…

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Ex : Use vivid image building words – adjectives and adverbs , and use less of

abstract nouns

• The camera has a system that gives good pictures.

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CLARITY

Getting the meaning from your head to the head of your reader (accurately) is the purpose of clarity. Of course you know it is not simple. We all carry around our own unique interpretations, ideas, experiences associated with words.

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CLARITY

• Choose short , familiar & conversational words

• Construct effective sentences and paragraphs by unity of idea and sequencing

• Achieve appropriate readability by using formal & informal language

• Include examples, illustrations & visual aids

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Choose precise, concrete and familiar words

Unfamiliar: After our perusal of pertinent data, the conclusion

is that a lucrative market exists for the subject property.

Familiar:

The data we studies show that your property is profitable and in high demand.

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At the core of clarity is the sentences. This grammatical statement, when clearly expressed, moves thoughts within a paragraph. Important characteristics to consider are:– Length– Unity– Coherence– Emphasis

Construct Effective Sentences and Paragraphs

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Ex : Use simple words

• Subsequent later• Accede agree • Endeavour try• Supersede replace• Disclose show

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COURTESY

True courtesy involves being aware not only

of the perspective of others, but also their

feelings. Courtesy stems from a sincere you-

attitude.

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COURTESY

The following are suggestions for generating a courteous tone;•Be sincere , tactful, thoughtful and appreciative •Omit expressions that hurt , irritate, or insult•Grant apologies graciously

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Be Sincerely Tactful, Thoughtful, and Appreciative

Though few people are intentionally abrupt or blunt, these negative traits are a common cause

of discourtesy.

Tactless, Blunt More Tactful

Stupid letter; I can’t understand any of it.

Clearly, you did not read my latest fax.

It’s my understanding…

Sometimes my wording is not precise; let me try again 56

Use Expressions that Show Respect

No reader wants to receive message that offend.

You are offendingYou failed toContrary to your inferenceInexcusableSimply nonsense

Skip Irritating Skip Irritating ExpressionsExpressions

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Activity

• Bring courtesy in the following text:

Hey man, what’s this I hear about the good news? You sure pulled a fast one this past weekend-and then didn’t tell any of us about it.

Give my regards to the little lady. And wish her the best; she’ll need it.

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More courteous

Warm congratulations on your wedding!

Well, you certainly took us by surprise. In fact, just a few of us even suspected you were taking off to get married. But even though we did not hear about it, we wish you the best.

Give our warm regards to your new partner.

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Choose Nondiscriminatory Expressions

Another requirement for courtesy is the use of nondiscriminatory language that reflects equal treatment of people regardless of gender, race, ethnic origin, and physical features.

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Sexist Terms: “Man” words

• FreshmanNew student, Entering student

• ManpowerWorkers, Employees

• Man-madeConstructed, Manufactured, Built

• ChairmanChairperson, Chair

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Singular pronouns

• Anyone who comes to the class late will get his grade reduced.

• Each manager has an assigned parking place. He should park his car……….

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Names

• Treat each gender with respect.

Examples:• Ted Aprill and Ruth

Ted and Ruth Aprill• Mrs Aprill and Ted

Ms. Aprill and Mr. Aprill

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Titles

• Mr.• Miss• Mrs.• Ms

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Ex : Show courtesy by avoiding tactless & blunt language

• Your letter is not clear at all:

• Obviously, if you would read your policy carefully you will be able to answer these questions yourself.

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Ex : Use gender friendly substitutes

• The best man for the job• Manpower • Salesman • Chairman

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CORRECTNESS

At the core of correctness is proper grammar, punctuation, and spelling.

However a message may be perfect grammatically and mechanically but still insult or lose a customer.

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CORRECTNESS

• Use the right level of language • Check accuracy of facts, figures and words• Maintain acceptable writing mechanics• Choose non discriminatory language • Use parallel language

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The right level of language, accuracy, and acceptable mechanics

• Select the right level of language for your communication

either formal or informal.

• Realize that formal language is most often used in business

communication.

• Check for correct figures, facts, and words.

• Apply the principles of accepted mechanics to your writing.

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Use the Right Level of Language

• Formal and Less Formal Language

More Formal Less Formal

Participate

Procure

Endeavor

Join

Get

Try

Check Accuracy of Figures, Facts, and Words

A good check of data is to have another person read and comment on the validity of the material..

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Few tips for effective verbal messages

• Be direct• Consider your

audience• Be clear• Watch your non-

verbal signals

• Pay attention to the receivers

• Repeat when needed• Communicate bit by

bit• Use varying

techniques• Auditory/Visual/

Kinesthetic

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Summary

• What is Business writing?• Types?• 7 Cs of Communication

– COMPLETENESS – CONCISENESS – CONSIDERATION – CLARITY – CONCRETENESS – COURTESY – CORRECTNESS

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