Chapter 5: BUSINESS COMMUNICATION

Chapter 5: BUSINESS COMMUNICATION
Creating and Delivering Messages that Matter

Mr. Mathis, I received this from a TCU student and thought you might find it terribly funny as well. The and cover letter are awful. Someone needs to take your class! I've been receiving resumes from around the state (posting on most schools' job websites) and this has stood out as the worst original and cover letter, but the resume isn't bad. I guess it shows you what a bad first impression you can give when you lack professional writing skills. Needless to say, she's not getting a phone interview.

Dear John Doe, I was acquiring about your job # with the job title Account Executive that I found on frog jobs.net. I wanted to find out some more information on this opportunity. I love meeting new people and verdy outgoing. I have attached my cover letter and resume. Thanks for your time and consideration Student Jones

am inquiring about Dear John Doe, I was acquiring about your job # with the job title Account Executive that I found on frog jobs.net. I wanted to find out some more information on this opportunity. I love meeting new people and verdy outgoing. I have attached my cover letter and resume. Thanks for your time and consideration Student Jones get “love”--yuk!!! very Alignment No period

Business Memo To be successful in the market, our company needs to ketchup to the competition.

E-Mail Dear Professor Matthis,
Just wanted to let you know that i am sorry i missed class today and last week, but last week i had a dentist appointment last week, and i was once again finishing a test this morning, Then I went straight back to the dentist office again today. Sorry but i couldnt do anything about that. Now i must apologize in advance because I may have to miss part of class on whensday for another doctor appointment that I am trying to get moved, but may not be able to. I am not sure yet if it is possible or not. Anyway, i know I have missed a lot of calss latley, and i am really sorry about that. There has just been some things that i had to get done right then( and now) that are not very flexible. I have really been trying to be in class latley, and because it is one of my favorites that i am taking, i like to be there (except on test days). I just wanted to let you know that i am trying hard to be in your class becuase i enjoy it and that i am sorry I have missed latley( it has not been intentionaly). Ok thanks.

E-Mail Dear Professor Matthis,
Just wanted to let you know that i am sorry i missed class today and last week, but last week i had a dentist appointment last week, and i was once again finishing a test this morning, Then I went straight back to the dentist office again today. Sorry but i couldnt do anything about that. Now i must apologize in advance because I may have to miss part of class on whensday for another doctor appointment that I am trying to get moved, but may not be able to. I am not sure yet if it is possible or not. Anyway, i know I have missed a lot of calss latley, and i am really sorry about that. There has just been some things that i had to get done right then( and now) that are not very flexible. I have really been trying to be in class latley, and because it is one of my favorites that i am taking, i like to be there (except on test days). I just wanted to let you know that i am trying hard to be in your class becuase i enjoy it and that i am sorry I have missed latley( it has not been intentionaly). Ok thanks. Seriously !!!

To: Center For Professional Communication Subject: Appointment with writing person Hi me and my group have an appointment with the writing guy from 4 to 5 on Monday. We are not close to being done with our paper so we will not be able to make that. I didn't know how to cancel it so I'm just ing you the cancelation. Sorry for the incontinence XXXX and group

COMMUNICATION SKILLS: YOUR INVISIBLE ADVANTAGE
Effective Communication – Happens when you transmit meaning – relevant meaning- to your audience. Communication Barriers - Obstacles to effective communication. Noise - Any interference that causes the message you send to be different from the message your audience understands.

COMMUNICATION SKILLS: YOUR INVISIBLE ADVANTAGE
Examples of Noise: Over the emergency exit in a small hotel: This door is not to be used for entering or exiting the building In a university faculty lounge: At the end of the day, please empty the coffee pot and stand upside down on the draining board At a conference in Las Vegas: For anyone who has children and doesn’t know it, there is a day care on the first floor In the window of a dry cleaner: Anyone leaving garments here for more than 30 days will be disposed of On the ladies room in a New York office tower: Restroom out of order. Please use floor below At the information desk of a museum in Paris: Visitors are expected to complain at the office between the hours of 9am and 11am daily Over a church door: This is the gate to heaven. Enter ye all by this door. This door is kept locked because of the draft. (Please use side door)

COMMUNICATION BARRIERS: THAT’S NOT WHAT I MEANT
Physical barriers Language barriers Body language barriers Perceptual barriers Organizational barriers Cultural barriers

First Impressions In the business world, your first contact with customers, associates, subordinates, etc. (and therefore their first impression of you) will often be via the written word ( s, memos, reports, etc.). Be clear Be concise Double check before sending Set the right tone! Be Open and Confident Small Talk Goes a Long Way Be Positive Be Courteous and Attentive You only get one chance to make that first impression.

INTERCULTURAL COMMUNICATION
As globalization gains speed, intercultural communication will become increasingly pivotal to long-term business success

INTERCULTURAL COMMUNICATION
Nike has a television commercial for hiking shoes that was shot in Kenya using Samburu tribesmen. The camera closes in on the one tribesman who speaks, in native Maa. As he speaks, the Nike slogan "Just do it" appears on the screen. Lee Cronk, an anthropologist at the University of Cincinnati, says the Kenyan is really saying, "I don't want these. Give me big shoes." Says Nike's Elizabeth Dolan, "We thought nobody in America would know what he said.“ Toyota makes the MR2, which in France is pronounced "merdé" or spelled 'merdeux', means "crappy". In Chinese, the Kentucky Fried Chicken slogan "finger-lickin' good" came out as "eat your fingers off.“ In Taiwan, the translation of the Pepsi slogan "Come alive with the Pepsi Generation" came out as "Pepsi will bring your ancestors back from the dead.“

CHOOSE THE RIGHT CHANNEL: A RICH ARRAY OF OPTIONS
Consider the audience - it’s not about you! Communication Channels – Figuring out the right way to send a message. The number of options is growing… Successful communication requires the selection of a channel that the audience will understand and expect. The link to Starbucks Gossip web page shows how technology is ever increasing the tools available for communication. There are blogs for a variety of companies and although this one is not sponsored by Starbucks, some companies do have company sponsored blogs.

COMMUNICATION CHANNELS: LEVELS OF RICHNESS VARY
Memos/Reports Very Low. No information from tone or body language. Very Low. No information beyond words. Instant Message Very Low. Very few words lead to basic communication. Voice Mail Low. The audience gains tone but no body language. Telephone Conversation Moderate. The audience benefits from changes in your tone. Videoconferencing High. Conveys richness similar to in-person communication. In-Person Presentation High. Audience experiences all elements of message. Face-Face Meeting Very High. Audience experiences full message most directly.

In emotional situations ...
REMEMBER In emotional situations ... The more emotional the message, the more personal the medium High emotion: In-Person / Face-to-Face Meeting (assess & adapt) Medium emotion: Handwritten letter / Telephone Conversation (careful choice of words, paper, ink) Low emotion: Memo / Report / (careful choice of words, paper, formatting) STOP and THINK before communicating Avoid impersonal writing, such as and notes, for “heavy” messages. Deliver “bombs” in person, if possible… THE ASSOCIATED PRESS published: August 31, 2006 that RadioShack has notified 400 workers by that they are being laid off. The stated, “The work force reduction notification is currently in progress. Unfortunately your position is one that has been eliminated.” 10:50-11:30 NETiquette and other Communication Minefields Bell Helicopter Creating Futures

Reports

What report gets better reaction:
TRIVIA QUIZ What report gets better reaction: 3-page or 10-page? ANSWER It depends. 11:30-12:30 Business Writing That Hits the Target Bell Helicopter Creating Futures

Maximum meat/Minimum fat
TRIVIA QUIZ Accuracy Organization Maximum meat/Minimum fat Attention to detail ANSWER What’s preferred in business writing? 11:30-12:30 Business Writing That Hits the Target Bell Helicopter Creating Futures

PICK THE RIGHT WORDS: ANALYZE YOUR AUDIENCE
Expectations What kind of language do most people use in the organization? Education What vocabulary should you use? How complex should you make the message? Profession Are there professional acronyms and jargon that can impact your message?

BUSINESS WRITING TIPS Know audiences’ preferences Be adaptable
Professors/boss preferences Be adaptable Time issues Stress issues Use reference materials 11:30-12:30 Business Writing That Hits the Target Bell Helicopter Creating Futures

On the written page, being
REMEMBER On the written page, being clear and concise is more important than being impressive, brilliant, literary, or academic. 11:30-12:30 Business Writing That Hits the Target Bell Helicopter Creating Futures

PICK THE RIGHT WORDS: AVOID SLANG
Do not alienate yourself by using slang, gender, age, ethnicity bias in written or verbal communication.

Examples of Unprofessional Jargon
A couple of… Lots of… I would love… Quite a bit… Kind of… We aim to… “Great”…?

WRITING SCHEDULE Have trouble getting started?
Establish absolute deadlines Meet deadlines on schedule Work backwards from project due-date to set working due-dates 11:30-12:30 Business Writing That Hits the Target Bell Helicopter Creating Futures

THINK IN REVERSE Finalized document due on ________
Proofreading due on ________ Final draft due on ________ Editing #2 due on ________ Revision due on ________ Editing #1 due on ________ Rewrite due on ________ First draft due on ________ 11:30-12:30 Business Writing That Hits the Target Bell Helicopter Creating Futures

WHY IS DRAFTING SO HARD? We don’t write the way we speak FIRST DRAFT
Center on subject and substance DON’T worry about editing and proofing—yet BUT, don’t neglect editing and proofing or you get the OOPS factor …

Fyrst, lern ta spel! “OOPS!” FACTOR
11:30-12:30 Business Writing That Hits the Target Fyrst, lern ta spel! Bell Helicopter Creating Futures

Suppose attendance will drop?
“OOPS!” FACTOR 1:15-2:30 Editing and Proofreading in Business Settings Suppose attendance will drop? Bell Helicopter Creating Futures

So much for the secret. “OOPS!” FACTOR
1:15-2:30 Editing and Proofreading in Business Settings So much for the secret. Bell Helicopter Creating Futures

New product offering? “OOPS!” FACTOR
1:15-2:30 Editing and Proofreading in Business Settings New product offering? Bell Helicopter Creating Futures

Talk about oxymorons! “OOPS!” FACTOR
1:15-2:30 Editing and Proofreading in Business Settings Talk about oxymorons! Bell Helicopter Creating Futures

Care to check in? “OOPS!” FACTOR
1:15-2:30 Editing and Proofreading in Business Settings Care to check in? Bell Helicopter Creating Futures

Writing should be this clear.
PICTURE LESSONS 1:15-2:30 Editing and Proofreading in Business Settings Writing should be this clear. Bell Helicopter Creating Futures

PICTURE LESSONS Consider readers’ perspectives Plan ahead
Edit carefully Proofread carefully Have someone else read it 1:15-2:30 Editing and Proofreading in Business Settings Bell Helicopter Creating Futures

SAME MESSAGE, DIFFERENT APPROACH
If your recipient will feel positive or neutral: Begin with your bottom line If your recipient will feel negative about your message: Start with the rationale and follow with your bottom line

WRITE HIGH-IMPACT MESSAGES: BREAKING THROUGH THE CLUTTER
Strike the right tone Don’t make grammar goofs Use block paragraphs Use headings and bulleted lists

WRITING: USE HEADINGS AND BULLETED LISTS
Not a title, but subject label Effective even in short documents Bulleted List Engage your readers Direct their attention

WRITING: USE BLOCK PARAGRAPHS
Standard Business Writing Use single spacing Double space between paragraphs Do not indent the first sentence of your paragraphs

WRITING: STRIKE THE RIGHT TONE
Use personal pronouns whenever appropriate I, you Use contractions as often as you would when speaking I’ll, don’t, here’s It is OK to end a sentence with a preposition when doing so sounds natural Where is this book from? is much better than From where is this book? It is OK to begin sentences with “And” or “But” Most teens enjoy videogames with a moderate level of violence. But a small, vocal minority strongly advocates a more clean-cut approach Use common words in most situations use vs. utilize Note the above grammar myths and how important it is to stay away from these glaring goofs.

WRITING: NUMBERS Be Consistent
Use numerical figures for numbers expressing time, measurement or money 3 a.m. ; $15.00; 45 ft. Write out numbers if they are below 10; if they are 10 or more, use figures Two technicians; 15 systems Regardless of size, use figures for units of measure – 5 pounds; 2 yards In nontechnical writing, numbers are often written out if less than 100 – thirty-five; seventy-one Write out numbers that begin a sentence Thirty-three patients were…..; Four years ago we….. Use figures to express approximations Approximately 60 applicants; over 3 million orders this quarter Write out approximations that are obvious exaggerations for effect That computer isn’t worth two cents; the boss told them a million times Use a combination of letters and figures for very large round numbers We have invested over $45 million Be Consistent

EXECUTIVE SUMMARY Essential for readers who don’t have the time, interest or need to read the entire document Most important part of document Last piece of document created VERY short (relative to document length) Introduction/body/conclusion Enough detail to reflect content Concise and complete enough (even if full document never is read) 11:30-12:30 Business Writing That Hits the Target Bell Helicopter Creating Futures

EXECUTIVE SUMMARY Comprehensive restatement of … Purpose Scope
Conclusions Results Recommendations 11:30-12:30 Business Writing That Hits the Target Bell Helicopter Creating Futures

EXECUTIVE SUMMARY No new information Use transitional words/phrases
Follow organization of document Do not refer to document’s … Tables Figures Appendices References Other explanatory materials 11:30-12:30 Business Writing That Hits the Target Bell Helicopter Creating Futures

Business Memos

What are memos? A letter is not a memo, nor is a memo a letter.
No salutation No closing signature Memos are official internal notes in an organization A memo is a short to the point communication conveying your thoughts, reactions or opinion on something. A memo can call people to action or broadcast a bit of timely news. With memo writing, shorter is better.

What should a memo include?
A memo should include: TO: FROM: DATE: SUBJECT (RE): CC: For example: To: John E. Mathis From: Joseph Blows Date: January 25, 2012 Subject: Action Plan

Structure of a Memo Memos are SHORT, that’s the important thing
Points should be arranged in logical order: Memo writing Keep it short and to the point Keep it structured Or you can use a list of numbered points: Keep it structured.

Business Memos Use a subject that is intriguing or is something in response to a question you received, or a point you want to make. One page is the rule. Half a page is better. Make sure you include your contact information in the memo so your colleagues know how to be back to you.

WHY IS EDITING SO HARD? We don’t write the way we speak.
Most business writing is too verbose. Focus on content and meaning Facts/analysis/recommendations Numbers and charts Structure and organization Sentence/phrase interpretation Consistency

EDITING PRACTICE Short-term planning is foremost in the prioritization of the planning loop. Writing Coach’s suggested change: Short-term planning comes first. Bell Helicopter Creating Futures

EDITING PRACTICE It is recommended that a legal action against a foreign company for the profit under contention would not be a wise move. Writing Coach’s suggested change: Suing a foreign company for this amount of money is unwise. Bell Helicopter Creating Futures

PROOFREADING Focus on format and usage Appearance on page
Spelling, grammar, typographical errors Electronic checks (be careful!) Physical check of printed copy Usage errors Language confusion Capitalization and punctuation Appearance on page spacing, type styles and emphases, etc. Spelling, grammar, typographical errors Electronic checks (don’t trust completely!) Physical check of printed copy (names/places) Usage errors Language confusion Capitalization and punctuation Bell Helicopter Creating Futures

WHY IS PROOFING SO HARD? Read in unison…
Aoccdrnig to rscheearch at Cmabrigde Uinervtisy, it deosn't mttaer in waht oredr the ltteers in a wrod are, the olny iprmoetnt tihng is taht the frist and lsat ltteer be at the rghit pclae. The rset can be a total mses and you can sitll raed it wouthit porbelm. Tihs is bcuseae the huamn mnid deos not raed ervey lteter by istlef, but the wrod as a wlohe.

PROOFREADING PRACTICE
The nurse and herpatient discussed her plans for the future. Writing Coach’s suggested change: The nurse and her#patient discussed the patient’s plans for the future. Bell Helicopter Creating Futures

Don enjoys chemistry and he has always wanted to be a chemist. Writing Coach’s suggested change: Don enjoys chemistry and always wanted to be a chemist. Bell Helicopter Creating Futures

In the land of Nod no one wears cloths. Writing Coach’s suggested change: In the land of Nod, no one wears clothes. Bell Helicopter Creating Futures

Due to incriminating circumstances, the judge decided to dismiss the charges. Writing Coach’s suggested change: Due to extenuating circumstances, the judge decided to dismiss the charges. Bell Helicopter Creating Futures

HOW EMBARRASSING! NOTE: Apostrophe for “Master’s” is missing in correction note! (“Certicate” should be “Certificate”) Bell Helicopter Creating Futures

Chapter 5: BUSINESS COMMUNICATION

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