TYPES OF COMMUNICATION

WRITTEN/SYMBOLIC ORAL/SPOKEN/VERBAL

NON-VERBAL/SIGN

WRITTEN COMMUNICATION

IDENTIFYING THE PURPOSE, AUDIENCE, AND MAIN POINT OF A DOCUMENT.

PURPOSE

– WHY AM I WRITING THIS DOUCMENT?

– WHAT ACTION DO I WANT THE READER TO TAKE AFTER READING IT?

AUDIENCE

• WHO WILL READ THIS DOCUMENT?• HOW MUCH DOES THE READER ALREADY

KNOW ABOUT THE TOPIC?• HOW WILL THE READER USE THE

DOCUMENT?• ARE THERE ANY SPECIAL SENSITIVITIES I

SHOULD BE AWARE OF?

MAIN MESSAGE

• WHAT IS THE MAIN MESSAGE I WANT TO CONVEY IN THIS DOCUMENT?

• HOW WILL I SUPPORT THAT MESSAGE?

TIPS IN IMPROVING WRITTEN COMMUNICATION

• Use language that is easy to understand.• Avoid using jargon• Use short, simple sentences• Use restrained, moderate language that is not

overly emotional.• Avoid the passive voice in favor of the active

voice.• Use gender-neutral language.• Avoid sexist language.

Principles of Good Writing

1. Write as simply and clearly as possible.

2. Be sure that the content and tone of the document are appropriate for the audience.

3. Proofread the document. If you are using a computer, use a spell-check; if not, use a dictionary.

4. Always read the document for incorrect grammar usage.

TYPES OF BUSINESS DOCUMENTS

MEMOS—The most common form of business communication.

• Memos are used to communicate with people with the same company. They can be used to announce staff changes, meetings, changes in company policy, etc.

• All memos include certain basic information: – Name of the sender– Name of the recipient– Date– Subject—what the memo is about

LETTERSMOST BUSINESSES CONTACT CUSTOMERS

AND SUPPLIES BY LETTERS.BUSINESS LETTERS should include the following:

• Company letterhead—return address• Date• Inside address—who the letter is going to• Salutation—Dear ?• Text in the body formatted into paragraphs• Complimentary closing—Sincerely• Sender’s name and title• Enclosure notation or attachment—if something is

enclosed or attached.

REPORTS

• REPORTS are documents that provide a lot of information on a particular topic.

• Reports provide managers with the information they need to make decisions—For example, regional sales managers may write quarterly reports documenting sales and identifying strengths and weaknesses during the period. Their reports help them and higher-level managers to develop strategies for increasing sales.

Oral Communication

• Most business communication is done orally

• Some oral communication is formal and takes place at meetings and interviews

• Most communication is informal and takes place in hallways and offices, near the water fountain, or in the cafeteria and over the telephone.