1. Chapter 9Copyright 2002 Houghton Mifflin Company - All Rights Reserved 1 By Mona J Casady Chapter Nine Communicating Effectively By Mona J Casady Chapter Nine Communicating Effectively

2. Chapter 9Copyright 2002 Houghton Mifflin Company - All Rights Reserved 2 This chapter is designed to help you to: Realize what your actions tell others Improve your e-mail and telephone communication Enhance your relationships with positive written messages Write letters of inquiry or request Request special consideration or an appeal

3. Chapter 9Copyright 2002 Houghton Mifflin Company - All Rights Reserved 3 Body Language and Actions Silence Eye contact Gestures Standing position Sitting position Wriggling Looking at the clock Crossing arms Being on time vs. late Personal Appearance Facial expressions Walking pace Shuffling papers Turning in homework

4. Chapter 9Copyright 2002 Houghton Mifflin Company - All Rights Reserved 4 Responding to Graded Work Appreciate comments from the instructor. –He/she is interested in your progress –Comments can help you to improve

5. Chapter 9Copyright 2002 Houghton Mifflin Company - All Rights Reserved 5 Responding to Graded Work (cont’d) Positive ways to ask an instructor about your grade: –“Would you check…?” –“Would you explain how the points were determined?” –“What could I have done to earn a higher grade?”

6. Chapter 9Copyright 2002 Houghton Mifflin Company - All Rights Reserved 6 Communication Tips The following etiquette applies to both e-mail and telephone usage: Identify yourself - giving your first and last name. Use correct grammar. Use a friendly tone. Address the person to whom you are writing or speaking.

7. Chapter 9Copyright 2002 Houghton Mifflin Company - All Rights Reserved 7 Communication Tips (cont’d) Keep the message short. Make it easy for the other person to reply – giving your email address or telephone number as well as your time of availability. Check for incoming messages regularly throughout the day.

8. Chapter 9Copyright 2002 Houghton Mifflin Company - All Rights Reserved 8 Types of Messages Students Write Social Correspondence Informal letters to family and friends May be handwritten on stationery Personal Business Letters Letters to companies with which you do business Your return address should be included Should be typed or printed

9. Chapter 9Copyright 2002 Houghton Mifflin Company - All Rights Reserved 9 Types of Messages Students Write (cont’d) Business Letters Letters from one college/company to another About the business of your employer Should be typed/printed Letterhead paper is used Memorandums To someone within the college/company About college/company business Memohead or plain paper is used Address can be excluded Should be typed or printed

10. Chapter 9Copyright 2002 Houghton Mifflin Company - All Rights Reserved 10 Extending Thanks and Commendation Successful professionals and students write letters of thanks and commendation to people such as: Hosts in whose home you were a weekend or overnight guest Hosts of a dinner which you attended Instructor/teacher, advisor, coach, or other professional who has helped you

11. Chapter 9Copyright 2002 Houghton Mifflin Company - All Rights Reserved 11 Extending Thanks and Commendation (cont’d) Family who have been supportive of your development References who have written on your behalf Contributor of an award or scholarship you received Giver of a gift you have received Guest speaker of your organization

12. Chapter 9Copyright 2002 Houghton Mifflin Company - All Rights Reserved 12 In thank you messages, remember to: Be specific so the giver can picture your delight Commend the person Take an interest in that person’s life

13. Chapter 9Copyright 2002 Houghton Mifflin Company - All Rights Reserved 13 Letters of Inquiry or Request Begin with a direct question or identify the subject. Be specific. Tell why you need or want it. Number questions/items if you have several. Ask for a reply by a certain date (allow 2 weeks). Express gratitude but do not thank in advance.

14. Chapter 9Copyright 2002 Houghton Mifflin Company - All Rights Reserved 14 Modern Simplified Format The Modern Simplified letter format is easy to key and fits within a standard window envelope. Note these features: Set top margin at 1.9 inches. Key the date line in order of day, month, and year. Use all caps and no punctuation in the letter address.

15. Chapter 9Copyright 2002 Houghton Mifflin Company - All Rights Reserved 15 Modern Simplified Format (cont’d) Compose a subject line and apply emphasis (bold, italic, all caps, or change of font size). Press ENTER 3 times after date line, letter address, and subject line. Address the person to whom you are writing in the first and last paragraphs.

16. Chapter 9Copyright 2002 Houghton Mifflin Company - All Rights Reserved 16 Modern Simplified Format (cont’d) Key your name and return address. Omit periods after abbreviations and numbered items. This format is friendly (as though you were talking with the addressee) and compatible with postal regulations (for accurate and speedy scanning).

17. Chapter 9Copyright 2002 Houghton Mifflin Company - All Rights Reserved 17 Persuasive Requests Requesting special consideration or an appeal: Apply the “you approach”; offer something in return. Address the letter to a person. Provide facts and evidence to support your case. Appeal to the reader’s fairness. Explain how you are or were inconvenienced. Help the reader to reply promptly; enclose a stamped envelope. Follow up with a phone call if necessary.