Presentation is loading. Please wait.

Presentation is loading. Please wait.

Business Communication: Process and Product, Mary Ellen Guffey, South-Western. 7 - 1 1.

Similar presentations

Presentation on theme: "Business Communication: Process and Product, Mary Ellen Guffey, South-Western. 7 - 1 1."— Presentation transcript:

1 Business Communication: Process and Product, Mary Ellen Guffey, South-Western.
7 - 1 1

2 Peer Review.. A few guidelines
As Reviewer Be helpful Speak in compliments and suggestions As Receiver Listen to comments; don’t try to explain Tell reviewers what to look for As reviewer: Indicate with pencil in margins the areas for improvement / strengths, sign you name on bottom 7 - 5

3 Types of Direct Letters
Direct Request Letters Requesting Information Placing Orders Making Claims Direct Reply Letters Complying with Requests Writing Letters of Recommendation Granting Claims Writing Goodwill Messages

4 The Direct Pattern Frontload in the opening. Explain in the body.
Be specific and courteous in the closing. 7 - 2

5 Frontloading in the Opening
Begin with the main idea. Tell immediately why you are writing. 7 - 3

6 Explaining in the Body Present details that explain the request or response. Group similar ideas together. Consider using graphic highlighting techniques. 7 - 4

7 Being Specific and Courteous in the Closing
For requests specifically indicate the action you want taken and provide an end date (deadline), if appropriate. For other direct letters provide a courteous concluding thought. 7 - 5

8 Format is important. 1. Documents with letterhead 2
Format is important !! 1. Documents with letterhead 2. Personal letters w/out letterhead

9 Designing Letter Template
Create a letter template in Word for use in future letters …be creative!! include your company name (made up), your name, address, phone number, etc.

10 Formatting Letters: Business
Prepare a one page letter using correct formatting….use the block style (pg. A-28) Design some simple business letterhead Make up a fictitious inside address Use random keystrokes (gibberish) to complete the body of the letter Print out and give to instructor 7 - 5

11 Formatting Letters: Personal Use
Prepare a one page letter using modified block format without letterhead (reviewed in class) Make up a fictitious inside address Use random keystrokes (gibberish) to complete the body of the letter Print out and give to instructor 7 - 5

7 - 6 6

13 Opening Ask a question or issue a polite command (Will you please answer the following questions. . . ?). Avoid long explanations that precede the main idea. 7 - 7

14 Body Explain your purpose and provide details.
Express questions in parallel form. Number them if appropriate. To elicit the most information, use open-ended questions (What training programs do you recommend?) rather than yes-or-no questions (Are training programs available?). Suggest reader benefits, if possible. 7 - 8

15 Closing State specifically, but courteously, the action you wish to be taken. Set an end date, if one is significant, and explain why. Avoid cliché endings (Thank you for your cooperation). Show appreciation but use a fresh expression. Make it easy for the receiver to respond. 7 - 9

16 The Five Ss of Goodwill Messages
7 - 46

17 In expressing thanks, recognition, or sympathy:
Be selfless. Discuss the receiver, not the sender. Be specific. Cite specifics rather than generalities. Be sincere. Show your honest feelings with unpretentious language. 7 - 47

18 In expressing thanks, recognition, or sympathy:
Be spontaneous. Make the message sound natural, fresh, and direct. Avoid canned phrases. Keep the message short. Although goodwill messages may be as long as needed, they generally are fairly short. 7 - 48


20 Opening Use order language to identify the message (Please send by UPS the following items from your spring catalog). Name the information source (the May 2 advertisement in the Daily News). 7 - 18

21 Body List items vertically.
Provide quantity, order number, complete description, unit price, and total price. Prevent mistakes by providing as much information as possible. 7 - 19

22 Closing Tell how you plan to pay for the merchandise.
Tell when you would like to receive the goods, and supply any special instructions. Express appreciation. 7 - 20


24 Opening Describe what you want done immediately.
When the remedy is obvious, state it briefly (Please send 12 copies of Model Memos to replace the copies of Business Proposals sent in error). When the remedy is less obvious, explain your goal (Please clarify your policy regarding reservations and late arrivals). 7 - 22

25 Body Clarify the problem and justify your request.
Provide details objectively and concisely. Don’t ramble. Be organized and coherent. Avoid becoming angry or trying to fix blame. Include names of individuals and dates of previous actions. 7 - 23

26 Closing End courteously with a tone that promotes goodwill.
Request specific action, including end date, if appropriate. Note: Act promptly in making claims, and keep a copy of your message. 7 - 24


28 Subject Line Consider including a subject line to identify the topic and any previous correspondence. Use abbreviated style, omitting articles (a, an, the). 7 - 26

29 Opening Deliver the information the reader wants.
When announcing good news, do so promptly. 7 - 27

30 Body Explain the subject logically.
Use lists, tables, headings, boldface, italics, or other graphics devices to improve readability. In letters to customers, promote your products and your organization. 7 - 28

31 Closing Offer concluding thought, perhaps referring to the information or action requested. Avoid cliché endings (if you have any questions, do not hesitate to call). Be cordial. 7 - 29


33 Opening When approving a customer’s claim, announce the good news immediately. Avoid sounding grudging or reluctant. 7 - 31

34 Body Strive to win back the customer’s confidence; consider explaining what went wrong (if you know). Concentrate on how diligently your organization works to avoid disappointing customers. Be careful about admitting responsibility; check with your boss or legal counsel first. 7 - 32

35 Body Avoid negative language (trouble, neglect, fault).
Don’t blame customers – even if they are at fault. Don’t blame individuals or departments in your organization. Don’t make unrealistic promises. 7 - 33

36 Closing Show appreciation that the customer wrote.
Extend thanks for past business. Refer to your desire to be of service. 7 - 34

37 Claim Response “After” Version
7 - 38

7 - 41

39 Opening Name the candidate and position sought.
State that your remarks are confidential. Describe your relationship with the candidate. 7 - 42

40 Body Describe applicant’s performance and potential.
Strive to include statements about communication skills, organizational skills, people skills, ability to work with a team, etc. 7 - 43

41 Body Include definite, task-related descriptions. (She completed two 50-page proposals instead of She works hard.) Include negative statements only if they are objective and supported by facts. 7 - 44

42 Conclusion If supportive, summarize candidate’s best points.
Offer ranking of candidate (Of all the accountants I have supervised, she ranks in the top 10 percent). Offer to supply additional information if needed. 7 - 45

43 In answering congratulatory messages:
Send a brief note expressing your appreciation. Tell how good the message made you feel. Accept praise gracefully. Don’t make belittling statements (I’m not really all that good!). 7 - 49

44 End 7 - 50

Download ppt "Business Communication: Process and Product, Mary Ellen Guffey, South-Western. 7 - 1 1."

Similar presentations

Ads by Google