1. Succeeding in Business Communications Chapter 1

2. But I Don’t Have a Writing Job! All employees will spend a lot of time writing and speaking. Successful communication = successful business achievements

3. Communication Verbal Verbal Non Verbal Non Verbal Communication Ability = Promotability Communication Ability = Promotability Secretary Secretary Form Letters Form Letters Numbers not Letters Numbers not Letters Telephone Telephone

4. Cost of Communication Equipment Equipment Employee Time Employee Time Distribution Distribution Reduce Other Costs Reduce Other Costs Retention Rates Retention Rates Employee Engagement Employee Engagement Company Market Value Company Market Value

5. Cost of POOR Communication Wasted Time Wasted Time Wasted Efforts Wasted Efforts Loss of Goodwill Loss of Goodwill Language Language Tone Tone Main Point Main Point Requests Requests Intelligence Intelligence

6. Functions of Writing Collect/Convey Info Collect/Convey Info Make Decisions Make Decisions Promote Interpersonal Unity Promote Interpersonal Unity Internal Audiences Internal Audiences External Audiences External Audiences Inform Inform Persuade Persuade Build Goodwill Build Goodwill

7. Criteria Clear Clear Complete Complete Correct Correct Saves Time Saves Time Builds Goodwill Builds Goodwill

8. Current Communication Trends Focus on quality & customer needs Focus on quality & customer needs Entrepreneurship & Outsourcing Entrepreneurship & Outsourcing Teamwork Teamwork Diversity Diversity Globalization Globalization Technology Technology Legal & Ethical Concerns Legal & Ethical Concerns Balancing Work & Family Balancing Work & Family Changing Jobs & Multiple Careers Changing Jobs & Multiple Careers Rapid Rate of Change Rapid Rate of Change

9. Principles of Good Business Writing Be discreet in emails Be discreet in emails You-Attitude You-Attitude Positive Emphasis Positive Emphasis Reader Benefits Reader Benefits Appropriate Patterns of Organization Appropriate Patterns of Organization Error Free Error Free Catchy Subject Lines Catchy Subject Lines

10. Understanding Communications Situations What’s at stake – to whom? What’s at stake – to whom? Should you send a message? Should you send a message? What channel should you use? What channel should you use? What should you say? What should you say? How should you say it? How should you say it?

11. Six Things a Writer Needs to Know 1. Who is your audience? 2. What is your purpose? 3. What information MUST be included? 4. How can you build support for your position? 5. What objections will the reader have? 6. What contexts may affect reader response?

12. Aim to meet both Organization AND Psychological Needs of the People