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Page 1: Global Network Global Environment Global Audiences
Page 2: Global Network Global Environment Global Audiences

Global Network

Page 3: Global Network Global Environment Global Audiences

Global Environment

Page 4: Global Network Global Environment Global Audiences

Global Audiences

Page 5: Global Network Global Environment Global Audiences

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

5

Today’s Overview Today’s Overview

Page 6: Global Network Global Environment Global Audiences

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

6

Learning ObjectivesLearning Objectives

Send clear, concise messages.

Hear and correctly understand messages someone is sending to us.

Page 7: Global Network Global Environment Global Audiences

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

7

Time Spent

Proj

ects

Wor

ked

On

Get FamiliarGet Familiar

Achieve MasteryAchieve Mastery

Working Toward MasteryWorking Toward Mastery

Get Experienced

Get Experienced

Page 8: Global Network Global Environment Global Audiences

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

8

Communication SkillsCommunication Skills

“We all use language to communicate, to express ourselves, to get our ideas across, and to connect with the person to whom we are speaking. When a relationship is working, the act of communicating seems to flow relatively effortlessly. When a relationship is deteriorating, the act of communicating can be as frustrating as climbing a hill of sand.”

--Chip Rose Attorney and Mediator

Page 9: Global Network Global Environment Global Audiences

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

9

Today’s Overview Today’s Overview

Page 10: Global Network Global Environment Global Audiences

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

1010

Overview

Communication in the Workplace

The importance of communication

Three forms of communication in business

Formal and informal networks

The process of communication

Basic truths about communication

Page 11: Global Network Global Environment Global Audiences

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

11

The Importance of Communication Skills as The Importance of Communication Skills as Expressed by Business AuthoritiesExpressed by Business Authorities

“Top executives from Fortune 500 companies rate communications skills as the most important quality for business leaders.”

--Business Section New York Times

“There may be no single thing more important in our efforts to achieve meaningful work and fulfilling relationships than to learn and practice the art of communication.”

--Max De Pree, Author The Art of Leadership

Page 12: Global Network Global Environment Global Audiences

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

12

Evidence of Communication Evidence of Communication Weakness in BusinessWeakness in Business

“I’m surprised how so many people struggle with communication.”

--Michael Rook, Production Manager Hewlett Packard, San Diego, CA

“The first thing the Human Resources Department did was give me a writing book.”

--Sam Reeves, IT Consultant AMS, Denver, CO

Page 13: Global Network Global Environment Global Audiences

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

13

Main Forms of Main Forms of Communication in BusinessCommunication in Business

Operational Internal External

Personal

Intranets like this one from Deere & Company are used for internal communication.

Page 14: Global Network Global Environment Global Audiences

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

14

Communication NetworksCommunication Networks

Formal Networkwell-established, usually

along operational linesplanned

Informal Networkcomplexdynamic

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Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

15

DepartmentManager

Supervisor Supervisor

Black Solid Lines = Formal NetworkCoral Dashed Lines = Informal Network (at a moment in time, for they change often)

The Formal and Informal Communication Networks The Formal and Informal Communication Networks in a Division of a Small Manufacturing Companyin a Division of a Small Manufacturing Company

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Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

16

Factors Affecting Volume of Factors Affecting Volume of Communication in BusinessCommunication in Business

Nature of the business

Operating plan

People

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Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

17

A Model of the Communication ProcessA Model of the Communication Process

1. A message sent by Marci arrives in Kevin’s “sensory world.”

2. Kevin’s senses pick up the message, but may also pick up competing information.

3. Marci’s message is filtered through Kevin’s unique mind and is given meaning.

4. The meaning given may trigger a response, which Kevin’s unique mind forms.

5. Kevin sends the message to Marci. It enters her sensory world, and a second cycle begins.

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Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

18

A Model of the Communication ProcessA Model of the Communication Process (continued)(continued)

1. A message sent by Kevin arrives in Marci’s “sensory world.”

2. Marci’s senses pick up the message, but may also pick up competing information.

3. Kevin’s message is filtered through Marci’s unique mind and is given meaning.

4. The meaning given may trigger a response, which Marci’s unique mind forms.

5. Marci sends the message to Kevin. It enters his sensory world, and another cycle begins.

Page 19: Global Network Global Environment Global Audiences

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

1919

How Oral and Written How Oral and Written Communication DifferCommunication Differ

is more likely to involve creative effort, has longer cycles, and usually has fewer cycles.

Written communication

Page 20: Global Network Global Environment Global Audiences

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

20

Some Basic Truths about Some Basic Truths about CommunicationCommunication

Meanings sent are not always received.

Meaning is in the mind.

The symbols of communication are imperfect.

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Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

21

Adaptation

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Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

22

Today’s Overview Today’s Overview

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Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

2323

Overview

Techniques of Cross-cultural Communication

The Importance of Cross-cultural Communication in Business

Problems of Cultural DifferencesProblems of LanguageSome Solutions for Improved Communication

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Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

2424

Why is communicating across Why is communicating across cultures important to business?cultures important to business?

Technological advances have made doing business more global

Understanding those who buy and use a company’s products or services helps you design ones that fit your customers’ needs

Successful communication improves productivity and creates a comfortable workplace

Communicating with those from other cultures enriches your business and personal life.

Page 25: Global Network Global Environment Global Audiences

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

25

Problems of Cultural DifferencesProblems of Cultural Differences

Body positions and movement Views and practices concerning factors of

human relationshipsEffects on business communication techniques

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Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

2626

Body Positions and MovementBody Positions and Movement

Body PartsGesturesEye ContactTouching and Handshaking

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Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

2727

Some Gesture DifferencesSome Gesture Differences

Your spouse is unfaithful(Italy)Good luck(Brazil and Venezuela)

Hook’em Horns(Texas)

Vertical horns

Strong, sexual insulting(Nigeria and Australia)

Fine, Good going, Everything is okay(America)

Thumbs up

Double, sexual, insulting(with palm in)(England)

Victory or peace(with palm out)(America)

Raised hand, fingers in “V” position

Rude to point a finger(Japan)

Come here(America)

Raised hand with index finger extended, head high

No(Europe)

Good-bye(America)

Hand up, palm out, wrist stiff, back and forth motion

Meaning 2Meaning 1Gesture

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Attitudes Toward Factors of Attitudes Toward Factors of Human RelationshipsHuman Relationships

TimeSpaceOdorsFranknessIntimacy of RelationshipsValuesExpression of Emotions

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Effects on Business Effects on Business Communication TechniquesCommunication Techniques

Our communication techniques are not universally acceptable.

Our techniques do not work with all English-speaking people.

Problems can be overcome by learning about other cultures.

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30

Problems of LanguageProblems of Language

Lack of language equivalencyDifficulties in using English

Multiple meanings of wordsTwo-word verbsCulturally derived words

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Avoid Culturally Derived WordsAvoid Culturally Derived Words

Slang expressions Shifted use (sports, computer, science)Idioms and colloquialisms

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“More than technical or infrastructure problems, cultural problems will be the biggest issue that merchants will face in the global marketplace.”

--Bruce Guptill, Analyst

The Gartner Group

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Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

34

Today’s Overview Today’s Overview

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3535

Overview

Oral Communication and Public Speaking

Informal TalkingListeningNonverbal CommunicationPublic Speaking: Determination of the TopicPreparation of the PresentationPresentation MethodsConsideration of Personal AspectsAudience AnalysisAppearance and Physical ActionsUse of VoiceUse of Visuals (Graphics)

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Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

36

Elements of Good TalkingElements of Good Talking

Voice QualityTalking StyleWord Choice and VocabularyCentral Role of Adaptation

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Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

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Voice QualityVoice Quality

It is pitch and resonance of vocal soundsNot all voices are goodHow to improve yours:

You know good voice quality.Listen to yourself.Do what you can to improve.

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3838

Talking StyleTalking Style

It is the blending of pitch, speed, and volume.To improve

Analyze your style. Listen to yourself.Then do what you can to make yours better.

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3939

AdaptationAdaptation

Adapt. Choose words in your listener’s vocabulary.The preceding suggestion applied to the whole

message.It is more than just word choice. It also concerns

idea simplification.

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Courtesy in TalkingCourtesy in Talking

Don’t dominate or drown out others.Apply the Golden Rule; accord others the courtesy

you expect from them.

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Using the TelephoneUsing the Telephone

Trivial? Perhaps.But many of us have bad techniques.

Bad voice quality – gruff, shrill, soft Inconsiderate (usually unintentional)

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What you can do about it.What you can do about it.

Listen to yourself – record a conversation. Work for naturalness.Follow recommended procedures for courtesy.

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4343

Techniques of Telephone CourtesyTechniques of Telephone Courtesy

When calling introduce yourself and ask for person you wantexplain purpose of call if unsure of person to

contactWhen answering

identify company/office and offer to helpemphasize thoughtful answering practices

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4444

Effective Voice Mail TechniquesEffective Voice Mail Techniques

Speak clearly and distinctlyIdentify yourself by name and affiliationGive overview of messageContinue with detailsAsk for action if neededSpeak slowly with callback informationEnd with goodwill comment

Page 45: Global Network Global Environment Global Audiences

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

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Wireless TelephonesWireless Telephones

Now widely used.And growing fast.But they have created a nuisance.

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Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

4646

ListeningListening

The receiving end of communication.Caused more problems and sending end.It involves

SensingFilteringRemembering.

Page 47: Global Network Global Environment Global Audiences

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To improve your listeningTo improve your listening

You must first want to improve.Then work to pay attention.Work on the accuracy of your filtering – think.Work to remember – concentrate.

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48

The Ten Commandments The Ten Commandments of Listeningof Listening

Stop talking Put talker at ease Show talker you want to listen Remove distractions Empathize with talker Be patient Hold your temper Go easy on argument and criticism Ask questions Stop talking

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4949

Nonverbal communicationNonverbal communication

It is the communication that occurs without words.It accounts for a larger part of the message than

words.We use it to reinforce our words.But it also communicates by itself.

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Types of nonverbal communication: Types of nonverbal communication: (1) Body language(1) Body language

How we gesture with arms, fingers, hands, faceHow we stand, walkOur posture atOur eye movementsThe clothes we wear and how we wear themHow we decorate our bodies (tattoos, piercing)Etc.

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Types of nonverbal communication: Types of nonverbal communication: (2) Space(2) Space

Intimate (contact to 18 inches)Personal (18 inches to 4 feet)Social (4 to 12 feet)Public (12 feet to range of sight)Our behavior in each is determined by our culture.We need to be sensitive to the space conditioning

of others.

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Types of nonverbal communication: Types of nonverbal communication: (3) Time(3) Time

Concepts of time also vary by culture.Punctuality, orderly activities vary in

importance by culture.

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Types of nonverbal communication: Types of nonverbal communication: (4) Paralanguage(4) Paralanguage

It is how the words are delivered.It is the speed, pitch, emphasis, volume, and such

that we give the words.Recall the text example: “I am a good communicator.

”Repeat five times emphasizing a different word each time.

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“If speaking is silver, then listening is gold.”

--Turkish Proverb

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Public Speaking: Public Speaking: Determination of the TopicDetermination of the Topic

It may be assigned.You may have to selected it.

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If It Is AssignedIf It Is Assigned

Probably it is because of your expertise on the topic.The situation may assign it, such has

A welcome addressAn honors awardA charity drive

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If You Must SelectIf You Must Select

Be guided byYour background and knowledge.The audiences interests.The occasion of the speech.

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Preparation of the PresentationPreparation of the Presentation

Gather the information needed (libraries, files, Internet, interviews)

Next, organize IntroductionBodyConclusion

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IntroductionIntroduction

Prepares listeners to receive messageArouses interest

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Some Opening StrategiesSome Opening Strategies

Give a human interest storyPose an unanswered questionPresent a surprise statementGive a startling statisticUse appropriate humorQuote a recognized expertAppeal to solve a common problem

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Presentation MethodsPresentation Methods

Extemporaneous – from notes, rehearsedMemorized – the most difficult, hazardousReading – typically dull, mechanical

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Consideration of Personal AspectsConsideration of Personal Aspects

Confidence – gained byPreparing wellDressing appropriatelyTalking strong

Sincerity – try to project itThoroughness – scant, hurried

presentations are obviousFriendliness – make genuine

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Audience AnalysisAudience Analysis

Preliminary – Determine size, characteristics (education level, sex, age, etc.)Then adapt.

During presentation – Get feedback (smiles, frowns, blank stares, applause)Then adjust during speech.

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Appearance and Physical ActionAppearance and Physical Action

The communication environment – the things that surround you as you speak.

Your appearance – how they see you is part of the message.Your posture – also communicates.So does your walking – to and from the podium, during

speechAlso, your facial expressions (smiles, eye movements,

frowns)Likewise, the your gestures – vague in meaning, but they

communicate

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65

Use of VoiceUse of Voice

Vary PitchChange Speaking SpeedUse Vocal EmphasisDevelop Pleasant Voice QualityImprove Through Self-Analysis

and Imitation

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Selection of VisualsSelection of Visuals

Design – select what simplifies, communicates the complex

Types – know them all, for the one occasionAudience size, cost, ease of preparation – consider

all

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67

Techniques of Using VisualsTechniques of Using Visuals

Make certain that everyone in the audience can see the visuals.

Explain the visuals if necessary.Organize and plan the use of each visual.Talk to the audience--not the visuals.Avoid blocking the listeners’ view of the visuals.

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“It usually takes more than three weeks to prepare a good impromptu speech.” -- Mark Twain

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69

Today’s Overview Today’s Overview

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Overview

Adaptation and the Selection of Words

Role of adaptation in selecting wordsSimplifying with short and familiar wordsAppropriate use of technical words and acronymsSelection of words with appropriate strengthUse of concrete words and active voiceAchieve clarity and precision by avoiding camouflaged verbs, selecting the right words, and using idioms correctly.Use of words that do not discriminate

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

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Need for AdaptationNeed for Adaptation(fitting the message to your readers)(fitting the message to your readers)

Visualize your readershow they thinkwhat they know their education leveletc.

Then write for them

How to do it:

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How to Adapt to Multiple ReadersHow to Adapt to Multiple Readers

Usually this means simplifying the message

Thus the following suggestions stress simplification

Write for the bottom level

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Use short, familiar words.Use short, familiar words.

DON’TIn effect, it was hypothesized that certain physical data categories including housing types and densities, land use, characteristics, and ecological location constitute a scaleable content area. This could be called a continuum of residential desirability. Likewise, it was hypothesized that several social data categories, describing the same census tracts, and referring generally to to the social stratification system of the city, would also be scaleable. This scale could be called a continuum of socioeconomic status. Thirdly, it was hypothesized that there would be a high positive correlation between the scale types on each continuum.

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Use short, familiar words.Use short, familiar words.

One can tell from an aerial photograph where rich and poor people live. The rich live in big houses set far apart. The poor live in small houses set close together.

DO

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Prefer the short, familiar word Prefer the short, familiar word to the long, unfamiliar word.to the long, unfamiliar word.

Shorten Do About Find out Begin Much Decide Harmful

Abbreviate Accomplish Approximately Ascertain Commence Considerable Determine Detrimental

Long, Unfamiliar Words Short, Familiar Words

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Use initials and acronyms Use initials and acronyms with caution.with caution.

VCRFDACDIPORVNATOIRS

Video cassette recorder Food and Drug Administration Certificate of Deposit/Compact Disc Initial Public Offering Recreational Vehicle North Atlantic Treaty Organization Internal Revenue Service

What do these letters mean?

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77

Prefer the concrete to the abstract.Prefer the concrete to the abstract.

Our research shows that 87 percent of those using the technique are successful.Your department may hire three new stock clerks.We will ship the Moss No. 41 desk sets you ordered October 12 by Arrow freight on October 15.Each of the branch managers will received a 15 percent pay raise.This process requires a constant temperature of 10 degrees centigrade.

We have found that this technique is successful.Your department may hire somenew employees.We will ship your order soon.

Each of the branch managers will receive a substantial pay raise.This procedure requires a constant low temperature.

Abstract Concrete

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Prefer strong verbs to verbs Prefer strong verbs to verbs camouflaged as nouns.camouflaged as nouns.

. . . classify . . .

. . . compute . . .

. . . explore . . .

. . . inform . . .

. . . negotiate . . .

. . . observe . . .

. . . represent . . .

. . . make a classification . . .

. . . make a computation . . .

. . . conduct an exploration . . .

. . . provide information . . .

. . . engage in negotiation . . .

. . . make an observation . . .

. . . provide representation . . .

Camouflaged Verb Strong Verb

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79

Choose the precise word.Choose the precise word.

The committee (comprises) (constitutes) representatives from all four sales districts.

This building site cost a large (sum) (amount) of money.She was (notorious) (noted) for her concern for the poor.We found no evidence that would (cause) (enable) us to

support him.The management of this store is independent (of) (from) the

main office.

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80

Avoid words with a masculine origin.Avoid words with a masculine origin.

manufactured, of human originpersonnel, workersrepresentative, member of Congressbusiness executive, businesspersonletter carrier, mail carrierpolice officerfire fightercamera operatorserver

man-mademanpowercongressmanbusinessmanmailmanpolicemanfiremancameramanwaiter/waitress

Sexist Nonsexist

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Masculine-sounding Words—Masculine-sounding Words—No Masculine OriginNo Masculine Origin

manufacture management history manipulate mannequin manicure mandolin histrionic histamine

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Generally avoid words that Generally avoid words that stereotype bystereotype by

Race a hard-working African-American an honest Sicilian

Age golden ager youngster

Disability deaf and dumb crippled

Sexual Orientation homosexual gay

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83

“Why use two words when one will do.”

--Thomas Jefferson

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84

Today’s Overview Today’s Overview

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8585

Overview

Construction of Clear Sentences and Paragraphs

Role of adaptation in writing clearly

Limited sentence content and economical use of words

Right emphasis to content

Sentence unity and clarity

Short, unified sentences; appropriately used topic sentences; movement shown.

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Clarity and Short SentencesClarity and Short Sentences

Writing clearly generally involves writing short sentences. But there are exceptions.

You can write short sentences in two ways:1 by limiting content,2 by using words economically.

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87

Break up long sentences.Break up long sentences.(Limiting Content)(Limiting Content)

Many consumers have expressed dissatisfaction with the relatively high prices of the new Japanese cars, but this has not prevented large numbers of people from purchasing these cars and pushing sales higher than many automotive experts had forecast, thus firmly entrenching the Japanese cars in a large segment of the automobile market.

DON’T

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88

Break up long sentences.Break up long sentences.(Limiting Content)(Limiting Content)

Many consumers have expressed dissatisfaction with the relatively high prices of the new Japanese cars. However, this has not prevented large numbers of people from purchasing these cars and pushing sales higher than many automotive experts had forecast. The Japanese cars have thus become entrenched in a large segment of the automobile market.

DO

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89

Contrasting Pages: Long Contrasting Pages: Long Paragraphing versus Short Paragraphing versus Short

ParagraphingParagraphing

Heavy paragraphs make the writing appear to be dull and difficult.

Short paragraphs give well-organized effect -- invite the reader to read.

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90

“Writing and thinking are inseparable.Not only does thinking help us to write, writing helps us to think.”

--Richard LedererThe Write Way

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91

Today’s Overview Today’s Overview

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9292

Overview

Writing for Effect

Need for effect

Conversation style, rubber stamps, old language

You-viewpoint

Positive language

Courtesy

Emphasis

Flow, transitional devices

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Writing for EffectWriting for Effect

Effective business writing sometimes must create the right effect.The right effect can help to build goodwill.And it can help in achieving message goals.

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94

Stiff and Dull Conversational

Create the right effect by Create the right effect by (1) using conversational style.(1) using conversational style.

Please refer to your March 16 letter, in which you tell how to file a claim.

Enclosed is the brochure you asked about.

I’ll gladly follow your suggestion if the price falls.

Reference is made to your March 16 letter, in which you describe the approved procedure for initiating a claim.

Enclosed herewith is the brochure about which you make inquiry.

I shall be most pleased to avail myself of your kind suggestion when and if prices decline.

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Create the right effect by Create the right effect by (2) avoiding rubber stamps.(2) avoiding rubber stamps.

At an early date Attached please find Complying with your favor of Due to the fact Hit the road Bit the hand that feeds you Take it with a grain of salt Too many irons in the fire

As per Neither here nor there A good man is hard to find You’d better believe Let her hair down Rat race Thanking you in advance Couldn’t care less

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Create the right effect byCreate the right effect by(3) avoiding the old language of (3) avoiding the old language of

business.business.In Openings we beg to advise your esteemed favor this is to inform you

In Contents deem it advisable attached hereto please be advised

In Closings Thanking you in advance We beg to remain Anticipating your favorable response

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Create the right effect byCreate the right effect by(4) emphasizing the you viewpoint (4) emphasizing the you viewpoint (1 of 2).(1 of 2).

We: Our policy requires that you pay by the 10th of the month in order to earn the discount.

You: You can earn the discount by paying by the 10th of the month.

We: We are offering a special discount to all our loyal customers.

You: As a loyal customer, you will receive a special discount.

We: Send us your check for $741 today so that our books will show you as current.

You: Will you please keep your account current by sending your check for $741 today.

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Create the right effect byCreate the right effect by(4) emphasizing the you viewpoint (4) emphasizing the you viewpoint (2 of 2).(2 of 2).

We: Our research engineers have worked forty-four years to make Deere a safe mower.

You: You can use the Deere with the comfort of knowing that it is a product of forty-four years of intensive safety research.

We: On February 7 we will deliver the Bush desk and chair set your ordered.

You: You will receive your Bush desk and chair set on our February 7 delivery.

We: I look forward to receiving additional orders from you.

You: I look forward to serving you again.

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Create the right effect by Create the right effect by (5) accenting positive language.(5) accenting positive language.

Negative: Your misunderstanding of your policy prompts your accusation that we are at fault.

Positive: Section 3 of your policy makes us responsible only when we service the equipment.

Negative: I regret the inconvenience caused you by the breakdown of the equipment.

Positive: The repaired equipment should give you years of good service.

Negative: We must refuse your request to use our equipment.

Positive: As we are a state office, our equipment can be used for government purposes only.

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Common Negative WordsCommon Negative Words Afraid Allege Beware Careless Decline Disappoint Fail Inconvenience Unfortunate Waste Worry

Alibi Apology Blame Complaint Difficult Fault Impossible Misunderstanding Ruin Unfair Wrong

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Create the right effect by Create the right effect by (6) showing courtesy. (6) showing courtesy. (1 of 5)(1 of 5)

not this: Your training report for the third quarter has been received and has been judged to be satisfactory.

but this: Congratulations, Jane, on the good teaching indicated by the third quarter training report you submitted.

not this: A prompt reply will be appreciated.

but this: As the report is due on the 7th, Mr. Adami, will you please reply by that date.

Show courtesy by singling out the reader.

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Create the right effect by Create the right effect by (6) showing courtesy. (6) showing courtesy. (2 of 5)(2 of 5)

not this: Pay this invoice by the 12th and earn the 2 percent discount.

but this: You can earn a 2 percent discount by paying by the 12th.not this: You must realize that we can be held responsible only

when we install the equipment.but this: You will agree, I feel certain, that we are responsible only

when we install the equipment.not this: You want to hire a person who can get along with the

office staff.but this: My three years of experience working with people will

help me to fit in well with your office staff.

Show courtesy by refraining from preaching.

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Create the right effect by Create the right effect by (6) showing courtesy. (6) showing courtesy. (3 of 5)(3 of 5)

giving more than the minimum information requested making helpful suggestions wishing good luck making encouraging remarks

Little extras like:

Show courtesy by doing more than expected.

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Create the right effect by Create the right effect by (6) showing courtesy. (6) showing courtesy. (4 of 5)(4 of 5)

not this: You failed to state whether you intend to use the equipment inside or outside.

but this: So that I can meet your needs exactly, please tell me whether you will use the equipment inside or outside.

not this: We have been very patient with your failure to reply to our letters.

but this: Probably there is a good reason why you have not answered our letters.

not this: Your negligence in this matter has caused us a loss in sales.

but this: Because corrective action was not taken, our sales declined.

Show courtesy by avoiding anger.

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Honestly want to be courteous and friendly.

Show courtesy by being sincere.

Create the right effect by Create the right effect by (6) showing courtesy. (6) showing courtesy. (5 of 5)(5 of 5)

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Good business etiquette should Good business etiquette should guide the use of effect.guide the use of effect.

Whatever you write should be true fair considerate

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“Write as though you were addressing intelligent people you understand and respect. Don’t patronize them, but don’t talk over their heads.”

--Patricia T. O’ConnerWords Fail Me

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Questions?Questions?