Business Writing: Resume Writing, Cover Letters, Memos, s, Letters

Business Writing: Resume Writing, Cover Letters, Memos, E-mails, Letters
Writing a great resume does not necessarily mean you should follow the rules you hear through the grapevine. It does not have to be one page or follow a specific format. Ever resume is a one-of-a-kind marketing communication. It should be appropriate to your situation and do exactly what you want it to do. The good news is that, with a little extra effort, you can create a resume that makes you really stand out as a superior candidate for a job you are seeking. Not one resume in a hundred follows the principles that stir the interest of prospective employers. So, even if you face fierce competition, with a well written resume, you should be invited to interview more often than many people more qualified than you. Chances are that your current resume needs to be updated. You may need to learn how to think and write in a style that will be completely new to you.

First Objective To capture your skills and accomplishments for the creation of a high quality resume and cover letter. Read the above slide and make sure all the participants understand. Ask if anyone has questions concerning the objective of the class.

What is a resume? A resume is a summary of your employment history, skills and accomplishments. A resume is your marketing piece. A resume is usually the first impression you will make, so make it a good one! A resume should create a desire in the hiring manager to learn more about you and invite you for an interview. Some people think of a resume as their life on a page, but how could anyone put everything important about her/himself on a single piece of paper ( or two.) Actually, resumes are much more specific, including only relevant information about yourself for specific employers. Like life, however, a resume is always growing and changing. As your career goals shift or the job market changes—as you grow personally and professionally—chances are you will need to re-write your resume or at least create new versions. Writing a resume is a lifelong process.

Identification of Strengths
Personal Accomplishments Professional Skills Community The first step in writing a resume is identifying your strengths. You will also want to list your employment history, accomplishments, skills, community and professional involvement. Think about your entire life. As the slide above describes, our experiences encompass our entire life, not just professional work experiences. So as we review our accomplishments, we can also include some of those work-life experiences that contribute to our skills and knowledge building. Review each area listed above, as you begin to create your resume, the participant will begin to see how these areas can play a role in listing your talents. If listing hobbies, make sure they relate to the work, that is, transferable skills. Interests Hobbies

Self Assessment What do I like to do? What motivates me?
Ask yourself: What do I like to do? What motivates me? What are my interests? What skills and abilities do I want to develop? How do you know what information to include? It depends on your individual career goals, as well as on the professional goals of the companies hiring in your area or field of interest. In the end, only you can determine the content of your resume, so asking the right questions is important.

The 5 P’s of Resume Writing
Packaging Positioning Personality Punch or Power Professionalism

Packaging It’s in the details! Paper Font Graphic Layout “Stand out” by making a great first impression! Packaging is an important component to your success. Use white or ivory resume paper. Your resume should be professional Packaging: Make your name prominent Put it in all CAPS (in the same size and type of font as the rest of your résumé) Avoid the use of titles or nicknames Because Times New Roman is most used in résumés, make yours stand out by choosing something different Serif, Sans Serif, Arial, etc. Ensure your contact information is correct Write your résumé with a specific objective in mind (but not for a specific job) Include job type, industry, and geographical area If your overall GPA is 3.0 or higher, list it on your résumé. If your major GPA is 3.0 or higher, while your overall is lower, list it as your "Major GPA" on your résumé. Also, make sure to round your GPA up to the nearest tenth. Your résumé should not exceed one page until you have at least three years of experience. If you can't say it in one, you have said too much. These days, the average Human Resource or Hiring Manager has less than one minute to see each résumé when short-listing. Use the talk points above and expand a bit.

Positioning of information Organize content to make key information available. Make it easy for the reader to grasp the most significant information about you. Positioning: Organize your information! Organization is key to getting your point across Make the most important parts of your résumé the most readable Keep in mind that you should organize your information according to the résumé format your prospective employer desires (chronological, etc.,) Use the talk points above and expand a bit.

Personality Your resume is an extension of your personality. Choose words that express the best you! Accentuate your accomplishments. Capture their attention & impress them with your skills! Personality: People are naturally drawn to those who have "personality" Choose words that stand out For example: ignited, outstanding, etc., are words that draw more positive attention than started, good, etc., Also use action verbs when describing your accomplishments. "Those with small vocabularies lead an emotionally impoverished life"- paraphrased from Tony Robbins

Punch or Power information PUNCH is what your prospective employer will want to know about. POWER INFORMATION matches your skills, abilities and qualifications to the prospective employer’s needs. Demonstrate that you meet the hiring criteria. Punch: Use specifics Some skills are valuable in every employee, give specific examples of Leadership and initiative Communication Skills Interpersonal or people skills Organization and planning Work ethic Problem solving skills

Professionalism Will you represent the hiring company in a professional manner? Make your resume & cover letter positive and professional. Leave a positive and lasting impression! Professionalism: Hiring managers believe that how a person presents him/herself professionally, will determine how professional a person will be in representing their company. The resume must send the same message of professionalism. Therefore, before sending out your résumé, ask yourself what seems more professional: Using a cover letter addressed to the specific individual it is headed to or not using one? Use regular mail or overnight mail, making a more powerful entry? An edited, typed résumé on high grade paper, or construction paper scrawled on with crayons? Use your common sense. Also, put yourself in the recruiters position. Think about how many resumes they have to review and make sure your resume makes a great first impression!

Components of a Resume Introduction
Name, Address, contact telephone numbers Objective /summary (optional) Employment Name of organization City, State Dates of employment Titles/positions held Work Experience& Qualifications This section should either follow Education or come before, depending on which section features your strengths more prominently. The goal for this area is to stand out among the other applicants and to persuade the employer that you are the ideal candidate for the job . Include the positions you have held that are related to the job you are seeking . These positions may include paid positions, as well as internships, volunteer jobs, or appointments Be creative with this part of the resume by describing and emphasizing your experiences in the most logical way possible (We will look at different resume types later) “What information do I include?” Include company name and location, job title, dates, and duties performed .Make this section clear, concise, well-spaced, organized, and use bullets .Use action phrases to highlight the responsibilities you have performed: -Managed -Initiated -Planned -Designed -Oversaw -Followed through with -Responsible for -Programmed -Coordinated -Created Examples PROFESSIONAL EXPERIENCE: 6/2002-8/2004 CSUS Sacramento, CA. Writing Center Tutor Assisted 100 students with their writing assignments (give numbers when possible) Helped students to formulate ideas through brainstorming, free writing and Outlining. Designed and created PowerPoint presentations for both students and faculty QUALIFICATIONS: University Internships California State University Sacramento , CA. Entertainment Coordinator 9/2003-Present -Contact and persuade local musicians to come play free weekly concerts at Sacramento State University. Design banners and flyers for advertising upcoming events. Currently coordinating a benefit concert to raise money for breast cancer.

Components of a Resume Education – College Names Type Degree's
GPA (optional) Internships / Research Projects Relevant Coursework Career-related Jobs / Activities Education For recent college graduates and students applying for internships, this is an important Section. Until your work experience is more impressive than your education, this category should be the second section in your resume Only include high school if you have not received a higher degree or taken any college courses Academic and scientific professionals typically place education before experience on their CVs -Advice from Monster. COM Education - Must include graduation, degree conferred, etc. Many people list college but did not graduate. GPA -Not necessary but can be helpful -Only use if equal to or higher than 3.0 -You can highlight your major GPA Include any academic honors Recent graduates or students still in school should include extracurricular activities, projects, or academic achievements Education Examples MA in Communications, May 2004. California State University Sacramento, Sacramento, CA. Deans List, GPA: 3.9/4.0 BS in Business, Concentration: Marketing Expected Graduation: May 2005. Major GPA: 3.7/4.0 GPA: 3.2/4.0 Recent graduates may make the Education section the centerpiece of the resume by including ongoing projects, concentrations and relevant courses

Components of a Resume Miscellaneous Accomplishments Military Service
Community Service, Special Project, Volunteer Work Professional Affiliations Awards, Honors Licenses, Accreditations, Certifications Languages Specialized Skills/Interests Specialized Skills This is usually the final section of the resume, therefore it’s important to leave a lasting impression. Sometimes people place the Skills section before Work Experience Similar to other sections of your resume, try and relate your skills to the desired job Include skills such as computer knowledge, foreign language expertise, military service, musical abilities, or anything else that separates you from the crowd Additional Information This is another name for this section because you may want to include more specific skills Here are some suggestions from Monster. COM: -Awards -Testimonials/Endorsements -Publishing Credits -Patents -Public Speaking -Willingness to Travel -Portfolio or Writing Samples Mention that these are available upon request

Uploading Resume to Web
Use a Word or a PDF format. Optimal font size is 9 to 12 points. Use simple fonts. Some examples are: Times New Roman Arial Book Antiqua Verdana Tahoma Courier When sending your resume across the web or uploading to a website or candidate management system be sure to use a Word or a PDF format. Examples of font styles are on the next slide. The best fonts for a scannable resume format are those that aren't overly decorative.

Areas to Avoid Job History > 10 years Personal Information
Misleading Information Unrelated Information Initiate discussion about the 10 year guideline. There is not a right or wrong answer to this as it depends on the individual, their experience and the position for which they are applying. If the experience is relevant to the desired position, then include it. If they have been employed at one location like UTMB for the last 15 years, then include all of this experience. For those who have been in the workforce for more than 10 years, this would be a great discussion point between you & the recruiter working with you. Regarding personal information and unrelated information, stick to information that is relevant to your professional experience and/or demonstrates your community involvement, but do not include things that they may be controversial or lead to discrimination. Misleading information - although you want to market yourself to get a job, you do not want to create any false expectations of your experience. Most employers do background checks and degree verifications, so keep your resume truthful and honest!

Components of a Cover Letter
Date/Heading Individual’s Name/Title Company/Address Salutation 1st Paragraph – Power Opening 2nd Paragraph – Purpose of Letter 3rd Paragraph – Your Potential Contribution 4th Paragraph – Wrap-up Closing Provide enough information to interest the hiring manager, but do not overwhelm them. Research the company and address the letter to a particular individual. Mention the job for which you are applying and how you learned of the opening. If you have been referred to the company, mention their name.

Final Review of Resume & Cover Letter
Style Grammar Spelling Before submitting your resume, make sure you double and triple check your resume. Have a friend or colleague, who is very good with details, review your resume. However, remember that your resume may continue to evolve, so once you have a good resume that has been thoroughly reviewed, start submitting it! (Do not put off your job search.)

Networking Networking is getting out and meeting and talking with people for a purpose. Competency-based networking, either by telephone or in person, helps you find out information about the position you are interested in and the competencies required to be successful on the job. 1. Network with a purpose/position in mind 2. Be persistent – but don’t be too aggressive 3. Remember that your network of people is much larger than you think. 4. Don’t hesitate to discuss your job search Networking will be covered in more detail in the Job Search & Interviewing Skills session. Trainers/recruiters should stress the importance of networking. It is a critical step in the job search process. Be persistent – follow up once a week to let them know you are still interested. Be persistent, but pleasant and not demanding.

Questions There are computers available in this building to use for resume work. Your recruiters will be available for assistance as well.

Business Communication: E-mail, IM, Complaint Letters, Memos, Business Letter
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Business Writing Three genres you will encounter most often in the workplace Reflects image of you and your company Often act as the “wrapper” to larger technical documents Résumés Proposals Reports 22

When you encounter a new genre, remember the two most important elements to technical communication:
Audience 2. Purpose 23

E-mail Conventions Least formal of the three genres
Replacing memos because of its technological advantages Always professional and free of errors 24

Memo Conventions Less formal and shorter than letters
Used most often for communication within one organization 25

Letter Conventions Oldest, most formal of the three genres
Addressed to someone in another organization Always concluded with a signature in ink 26

Types of Letters and Memos
Inquiry Response Transmittal Claim Adjustment Refusal 28

9 writing strategies 29

1: Pay Attention to Tone Always consider audience and purpose
to an expert = respectful, friendly and professional Complaint letter = firm, formal, demanding, but not threatening 30

The word “YOU” really effects your tone.
Congratulate and thank with “you” “Your company always provides the best service.” Do NOT use “you” when giving bad or negative information “Your shoddy work produced a bad toaster.” “My toaster no longer works.” Vs. 31

You must have dropped the engine. The housing is badly cracked.
Not Good. You must have dropped the engine. The housing is badly cracked. 32

Better The badly cracked housing suggests that your engine must have fallen onto a hard surface from some height. 33

2: Brief, purposeful Introduction
The first line should clarify topic & purpose No more than four or five lines Avoid diving into details too early or before the purpose of the communication is mentioned. 34

3: Review the context We’re forgetful and busy people
Your reader may not be familiar with the situation Image from: 35

4: Follow a good-news first strategy
Image from: 36

5. Use a reader-centered strategy
Image from: 37

6: Organize your paragraphs logically
State the subject and purpose. Explain the problem in detail. Describe how the problem inconvenienced you. State what you would like the reader to do. Thank the reader for his or her response. Provide contact information. Claim Letters and Memos: from Johnson-Sheehan, Technical communication Today, 2nd ed., p. 482 38

7: Keep your paragraphs short!
No more information than necessary! 39

8: Use headings, lists, and tables
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9: Have an active conclusion
Tell your reader what you want Give your contact information Image from: 41

Overview part I Organize paragraphs logically
Pay attention to tone Have a brief “state-your-purpose” introduction Review the context If writing a response to some other communication, repeat the details of the context Follow a good-news-first, bad-news-last strategy Use a reader-centered strategy Reader and writer usually have a mutual goal – they both want something!! Both parties needs to feel they have gained something. Organize paragraphs logically Intro, Narration, Petition and Justification 42

Overview part II Keep your paragraphs short
Fewer than 8 lines, and use11-point, readable font Use headings, lists, and tables where appropriate Headings indicate sections, bulleted lists for key points, numbered lists of sequential items, and tables to enable comparison information Have an active conclusion Make clear what you expect the recipient to do, avoid weak endings like “hoping to hear from you soon,” and give your contact information! 43

Image from: http://icanhascheezburger. files. wordpress
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Objective: Email Why is email etiquette important?
We all interact with the printed word as though it has a personality and that personality makes positive and negative impressions upon us. Without immediate feedback your document can easily be misinterpreted by your reader, so it is crucial that you follow the basic rules of etiquette to construct an appropriate tone. Mouse-click to activate text Explanation: has become very prevalent in most people’s lives and many use it to cheaply and quickly communicate with friends, family, and co-workers. Although this technology is available to everyone, and most people are accustomed to using , people still are not very savvy when it comes to understanding how functions in a relationship both personally and professionally. How we interpret While most people are aware that the computer is not a person and that s do not have a character of their own, many people still react to them as though they do. Readers assign meaning to everything that people write and tend to perceive it as concrete because it is in black and white (or whatever color you may choose). This response, coupled with a lack of nonverbal cues, poses a serious challenge for writers. It is easy for s to be misinterpreted because people write as though they are having a conversation; however, the receiver does not read that way. Ask the audience: How many times have you received an and felt a little put off by the message even though it was from a good friend? Have you ever sent an that upset or confused someone? What was it like to be in that situation and what did you do to clear up the misunderstanding? It is because of these uncomfortable situations that some ground rules on etiquette were established and why writers should be mindful of them.

Emails Minutes a day - average worker? 49 minutes
Hours a day - top managers? 4 hours Formats are still evolving What % felt misunderstood (2000)? 51% (tone)

Subject Be specific, concise, and catchy. 28 characters
Will Attend 3 pm Meeting EOM Travel Plans for Sales Meeting Your Funding Request Approved ASAP, BTW, FYI, IMHO, TMOT Smileys 

Mailing Lists Your boss could be reading! Posts are archived.
Avoid using company address. Avoid conversations (one liners). Do not rush to lists.

Netiquette Never flame. Use FULL CAPS only to emphasize a word or two.
Send messages on a need basis. Recipient’s work practice (one long or several short messages) Quote briefly (B/A) while replying. Attachments

Smart E-Mail Practices
Reading and Replying to Scan all messages before replying to any Print only when necessary Acknowledge receipt Don’t automatically return the sender’s message Revise the subject line if the topic changes Provide a clear, complete first sentence Never respond when you’re angry Check response before hitting “Send” Assume that all s are monitored Be calm. You may have misunderstood what was meant. Don't reply while you're still angry (this is called "flaming").

The elements of email etiquette
General format Writing long messages Attachments The curse of surprises Flaming Delivering information Delivering bad news Electronic Mailing Lists Explanation: This slide provides an overview of the entire workshop. Workshop participants will benefit from information on the general format of writing, content development, and tips on how to use electronic mailing lists.

Big Brother IS Watching!
25% have terminated employees for misuse 55% retain and review messages 86% let the employees know their is being monitored 84% have policies 20% had subpoenaed 13% had workplace lawsuits triggered by employee AMA/ePolicy Institute Research

General Format: The Basics
Write a salutation for each new subject . Try to keep the brief (one screen length). Return s within the same time you would a phone call. Check for punctuation, spelling, and grammatical errors Use caps when appropriate. Format your for plain text rather than HTML. Use a font that has a professional or neutral look. Mouse-click to activate text Explanation: Many complain that writers of do not take the time to be personable. One way to remedy this and extend good will toward the reader is to add a salutation for each new subject. “Dear,” “Hello,” and “Hi” are all acceptable greetings. If a writer is communicating with someone about the same subject (for example, authorization for overtime) then it is considered acceptable to just begin the with the first sentence. *Caudron Length: A number of experts have a wide range of opinions on how lengthy an should be. Some say that it does not matter and others say that an should be as long as the text box without scrolling. Both perspectives appear to be correct. In general s should be short and to the point. However, many companies are moving to paperless memos and other written transactions, thereby requiring that s be longer. This workshop is going to cover how to effectively write a long on slide #11 titled “When Your Message is Long.” Time: It is considered rude not to respond to an as soon as possible. Writers should strive to respond to s as quickly as they would a phone message, which tends to be immediately. If the requires a longer message than the writer is able to provide at that moment, it is considered proper etiquette to let the sender know that the message was received and that the writer is planning to respond as soon as time permits. Grammar and Punctuation: For the professional work world it is imperative that writers use capitalization, grammar, and other traditional ways of writing to include neutral fonts. Plain Text vs. HTML: Not all s are formatted to read html. It is best to send everything in plain text unless the writer knows for certain that the person he or she is writing can read html.

General Format: Character Spacing
Try to keep your line length at 80 characters or less. If your message is likely to be forwarded, keep it to 60 characters or less. Set your preferences to automatically wrap outgoing plain text messages. Mouse-click to activate text Alert: People may become confused about how to accomplish this. Most s will generally account for this now. Directions for Netscape users: Click on the “Edit” menu on the task bar. Click on the “preferences” option. Choose the “Mail & Newsgroups” option. Click on the “Messages” option. Look to the right of the menu and focus on the “message wrapping” section. Be sure the number of characters selected for outgoing messages is between characters. Directions for Non-Netscape users: Writers should consult their instructional booklet or click on “help” in their session to determine how to set their preferences. Most s have a preferences option for their . Reminder: If the message is likely to be forwarded it should be less than 60 characters so that it will work with anyone’s software.

General Format: Lists and Bullets
When you are writing directions or want to emphasize important points, number your directions or bullet your main points. For example, Place the paper in drawer A. Click the green “start” button. Another example, Improve customer satisfaction. Empower employees. Mouse-click to activate text Explanation: This is one of many ways to organize information within an document. It’s an effective way to make the information flow more logically and it helps the reader to know the proper order of the information in the in a very clear and concise way. *Angell and Heslop

General Format: Tone Use smiles , winks ;), and other graphical symbols only when appropriate. Use contractions to add a friendly tone. (don’t, won’t, can’t). Write in a positive tone “When you complete the report.” instead of “If you complete the report.” Avoid negative words that begin with “un, non, ex” or that end with “less” (useless, non-existent, ex-employee, undecided). Explanation: The main point of this slide is to help participates understand the importance of tone. These are ways to create a document that sounds friendly and “nonverbally” open. While it is important to follow rules of punctuation and grammar in , using contractions can create a conversational style that isn’t intimidating. Remind students that tone is dependent on audience -- an to a co-worker might have a substantially different tone than to a boss. Ask them to think about situations and determine appropriate tones for them. *Angell and Heslop

General Format: Addresses
Avoid sending s to more than four addresses at once. Instead, create a mailing list so that readers do not have to scroll too much before getting to the actual message. To: Explanation: Many users of complain a great deal about long address lists because they find it rude. Web and Internet experts tend to agree that scrolling is perceived by users to be an imposition. In other words they generally feel put upon when they are required to scroll too much. It is proper etiquette to minimize required scrolling as much as possible. Suggestions: Rather than typing in numerous addresses in the to: line, create mailing list groups so that there is only one address. It is okay to have three mailing groups included but writers should not include any more than that. How do I set up a list? Many composers have address functions that allow them to set up addresses for groups and individuals. Generally, writers will find these functions in the “address book” component of their . If a writer is sending out lists that have more than twenty people it is a good idea to check with the IT (technology staff) staff in his or her office to assist with setting up group lists.

Attachments When you are sending an attachment tell your respondent what the name of the file is, what program it is saved in, and the version of the program. “This file is in MSWord 2000 under the name “LabFile.” Explanation: Attachments can sometimes cause more headaches than help, and it can be difficult for the recipient(s) to figure out why they are unable to download an attachment. One way to help is to provide all of the important information about the file so that the recipient can trouble shoot to something more serious if there is a problem other than incompatibility. Also, due to viruses that spread via attachments, it’s important that the recipient know that the sender meant for an attachment to be included with the message, and what kind of attachment it is, since opening unknown attachments could cause serious damage to the recipient’s system and spread viruses further. Always check any attachments you are going to send for viruses, and never open unknown attachments!

General Tips for Electronic Mailing Lists
Avoid discussing private concerns and issues. It is okay to address someone directly on the list. Ex, “Hi Leslie, regarding your question” Change the subject heading to match the content of your message. When conflict arises on the list speak in person with the one with whom you are in conflict. Mouse-click to activate text Explanation: The most important concept about electronic mailing lists is that they are conversations, but PUBLIC conversations. When writers respond to an e-list they should be sure to check who the message is going to. If you have a personal concern or message then respond to someone privately on the list or in person.

When your message is long
Create an “elevator” summary. Provide a table of contents on the first screen of your . If you require a response from the reader then be sure to request that response in the first paragraph of your . Create headings for each major section. Mouse-click to activate text Elevator Summary: Business experts often refer to this kind of summary either as an elevator summary or an executive summary. Either terminology is correct. An elevator summary is a summary that can be given to a colleague or employer in the short time it takes to get from the ground floor to the third floor on an elevator. It has the bare essentials of the message. *Angell and Heslop Why a summary? We all know what it is like to inundated with , so much so that is difficult to figure out what s have priority over others. If there is a brief summary at the top readers can make a decision about whether to save the for later or finish it at that time. The table of contents: The table of contents is a very friendly gesture toward readers when they are required to read long messages. It allows them to skip to the sections of the that apply to them and avoid those areas that do not. Other explanations: If the reader needs to respond immediately to the then that should be conveyed in the first paragraph; otherwise, that message may be overlooked and the writer will not receive the response as quickly as one is needed.

Elevator Summary and Table of Contents
An elevator summary should have all the main components of the . “Our profit margin for the last quarter went down 5%. As a result I am proposing budget adjustment for the following areas…” Table of contents “This contains A. Budget projections for the last quarter B. Actual performance for the last quarter C. Adjustment proposal D. Projected profitability” Elevator summary activated by mouse-click, table of contents loads automatically Sample: This slide shows examples of the elevator summary and the table of contents. *Angell and Heslop

Delivering Information About Meetings, Orientations, Processes
Include an elevator summary and table of contents with headings. Provide as much information as possible. Offer the reader an opportunity to receive the information via mail if the is too confusing. Explanation: Many companies, in an effort to save on paper, are sending vital information through about their conferences, corporate orientations, and new policies and procedures. Most likely, new employees will be easily frustrated and confused, so providing information about orientations should be detailed and organized. The more information that is included in the the less likely the composer will have to fax or mail a document. The same is true for meetings and for policy changes.

Do not take your reader by surprise or press them to the wall
Do not wait until the end of the day to introduce a problem or concern via memo or . Avoid writing a litany of concerns that you have been harboring for a long period of time. Mouse-click to activate text Explanation: One of the quickest ways to frustrate someone is to surprise him or her by either copying a complaint to both him or her and their boss (skipping over the chain of command) or waiting until the end of the day to introduce a problem. This is likely to compromise the complaint’s effectiveness and alienate the writer from his or her audience. Once the audience is alienated, co-workers and employers may not express any empathy toward the writer, his or her concerns may not be addressed in a timely manner, the message may be ignored, or the writer may receive a flippant . Rather than take readers by surprise writers should address concerns as soon as possible and with as much decorum and diplomacy as possible.

Flaming in s Flaming is a virtual term for venting or sending inflammatory messages in . Avoid flaming because it tends to create a great deal of conflict that spirals out of control. Flame fights are the equivalent of food fights and tend to affect observers in a very negative way. What you say cannot be taken back; it is in black and white. Mouse-click to activate text Explanation: Many people become frustrated with a co-worker, boss, or office policy and have the need to vent that frustration. However, there are some serious problems with flaming and it should happen sparingly in s. Activity: (read the following to the audience) “I am so sick and tired of all the crap that goes on in this office. Judy is the most annoying person that I’ve ever known and she hardly ever gets her work done in a timely manner and I’m tired of watching her do nothing. Besides that, every time I try and get help Larry just acts like there isn’t a problem. I am SO CLOSE TO QUITTING! I swear that if someone says another thing to me I am out the door honestly. The procedures in here are only for certain people and the rest are favorites. As a matter of fact, I don’t even think this problem can be solved until Judy is fired.” Discussion: Have the audience think about the ramifications of sending this . Who will be hurt? How? What could have been done by the writer earlier to avoid this build up of frustration? Might the writer have some legitimate concerns that are masked by his or her anger? What might be a better way to write about those concerns? *Angell and Heslop

Keep flaming under control
Before you send an message, ask yourself, “would I say this to this person’s face?” Calm down before responding to a message that offends you. Once you send the message it is gone. Read your message twice before you send it and assume that you may be misinterpreted when proofreading. Mouse-click to activate text Explanation: It is easy for writers to let their guards down when communicating electronically because they are not actually getting immediate feedback. The nature of communication changes. Sometimes people tend to do and say things over and on electronic mailing lists that they would never do in an office meeting or face to face with a co-worker. It is essential that the participants understand how unproductive flaming s are and the snowball effect they can have in the office (because they can be forwarded or printed). Reminder: Do not use obscene or abusive language and do not flame in a public forum like a message group or electronic mailing list. *Angell and Heslop

When you need to flame There are times when you may need to blow off some steam. Remember your audience and your situation before sending the . Here’s a way to flame: Flame On Your message Flame Off Mouse-click to activate text Explanation: If a writer is compelled to flame and must blow off some steam then he or she must take the time to forewarn the receiver by letting them know which part of the is the venting portion. Reminder: is public so remind the participants that they do not want to send something that may come back to haunt them. Also remember that even though writers may take the precautions of using the flame format, they may still offend the reader. *Angell and Heslop

Responding to a flame Empathize with the sender’s frustration and tell them they are right if that is true If you feel you are right, thank them for bringing the matter to your attention Explain what led to the problem in question Avoid getting bogged down by details and minor arguments If you are aware that the situation is in the process of being resolved let the reader know at the top of the response Apologize if necessary Mouse-click to activate text Explanation: When responding to a flame, the respondent must do his or her best to remain professional and neutral. s are infamous for creating misunderstandings. Try to be as clear as possible and as empathetic as possible. If none of the above tactics work then it is most appropriate to take this concern outside of the electronic sphere and into the traditional interpersonal (face to face) sphere. *Angell and Heslop

When Won’t Work There are times when you need to take your discussion out of the virtual world and make a phone call. If things become very heated, a lot of misunderstanding occurs, or when you are delivering very delicate news then the best way is still face-to face. Explanation: Not all messages are best delivered via . There are many instances when one should stop and say, “It’s time to meet or talk in person because we’ve gotten as far as we can through .” Generally, most people are agreeable to talking in person. Reminder: Because of the facelessness of there are a number of misunderstandings and misperceptions that can occur.

Objective: Complaint Letters
Clear Complete Correct Save reader’s time Build good will

Complaint Letters Nursery – Plants worth $572
Dry and wilted. One came out by the roots when I took it out of the box. Please send me a replacement shipment immediately

Response 1 After ruling out problems in transit, I discovered that your order was packed by a new worker who didn’t understand the need to water plants thoroughly before they are shipped. We have fired the worker, so you can be assured that this will not happen again. Although it will cost our company several hundred dollars, we will send you a replacement shipment. Let me know if the new shipment arrives safely. We trust that you will not complain again.

Response 2 Sorry we screwed up that order. Sending plants across country is a risky business. Some of them just can’t take the strain. (Some days I can’t take the strain myself!) We’ll credit your account for $572.

Response 3 …it isn’t our fault. The box clearly says “Open and water immediately.” …If you pull by the leaves, you will pull the roots out. Always lift by the stem. Since you don’t know how to handle plants, I’m sending you a copy of our brochure, “How to Care for Your Plants.” Please read it carefully… …to avoid disappointments in the future. We look forward to your future orders.

Response 4 Your letter of the 5th has come to the attention of the undersigned. According to your letter, your invoice #47420 arrived in unsatisfactory condition. Please be advised that it is our policy to make adjustments as per the Terms and Conditions… “…make an exception on your order receipt…furnish us detailed written information as to any damage.” … you must comply with our terms and see that the necessary documents reach the undersigned by the close of the business day on the 20th of the month.

Response 5 You’ll get a replacement shipment of the perennials you ordered next week. Your plants are watered carefully before shipment and packed in specially designed cardboard containers. But if the weather is unusually warm, or if the truck is delayed, small roots may dry out. Perhaps, this happened with your plants. The violas, digitalis, aquilegias and hostas you ordered are long-blooming perennials that will get even prettier each year. Enjoy your garden.

PAIBOC Purpose Audiences Information Benefits Objections Context

Audiences Writer Initial audience Gatekeeper Primary audience
Secondary audience Watchdog audience

Communicate across Cultures
Gender Race and ethnicity Regional and national origin Social class Religion Age Sexual orientation Physical ability

Objective: Meeting Agenda
Time and place Whether each item is presented for information, for discussion, or for a decision

Minutes of the Meeting Decisions Reached Action Items Open Issues

Objective: Memos Characteristics of Successful Memos
Headings: Date, To, From, Subject Single topic Conversational tone Conciseness Graphic highlighting

Organization of Memos Subject line Opening Body Closing
Budget Meeting June 3, 10 a m Opening Indirect (ineffective) Direct (effective) Body Closing This is to inform you that we must complete the annual operating budgets shortly. Over the past two months many supervisors have met to discuss their departmental needs. All supervisors and coordinators will meet June 3 at 10 a.m. to work out the annual operating budgets for their departments.

Formatting Hard-Copy Memos
DATE: Current TO: Rob Montaine FROM: Heidi Chan SUBJECT: STATIONERY FOR MEMOS Welcome to Multimedia, Rob! I’m pleased to be able to answer your questions about stationery for memos in the organization Please examine the enclosed samples and call me if you have additional questions Enclosures Sincerely 1 25” side margins Jagged right edge 2 blank lines here

Memo Example DATE: Current TO: Kim Johnson, Corporate Communications
FROM: Tim Rudolph, CEO SUBJECT: DEVELOPING STAFF POLICY Please draft a policy outlining appropriate use for employees. Our company needs such a policy because I have received reports of misuse including offensive statements, pornography downloads, and even gambling. Here are a few points that the policy should cover: is for business only and messages may be monitored.

No pictures or other attachments should be sent without valid reason.
should not be used to discuss personnel matters. Please submit a draft to me by October 1 so a policy can be completed by November 1. Call me at if you have questions.

Objective: IM Google blends instant messaging with e-mail
IM not just for teenagers and college students Biggest benefit to project work teams "Instant messaging could well be the dial tone of the future — albeit a silent one."

Instant Messaging in Business
Pro: Saves time and effort DO: Keep messages concise and simple Pro: Improves customer service DO: Create separate work/social buddy lists DO: Use an identifiable username DO: Update your status throughout the day Pro: Enables persistent connection Con: Security risks DO: Be aware of virus and related security risks DON’T: Share personal data or information via IM

IM in Business Con: Creates new legal risks
DO: Adopt a user policy for instant messaging DON'T: Use instant messaging to communicate confidential or sensitive information. DO: Be aware that instant messages can be saved. DON'T: Compromise your company's liability, or your own reputation. Con: Decreased productivity DON'T: Allow excessive personal messaging at work. Con: Limited interoperability between IM systems

Objective: The Business Letter
Acceptable Format of the Business Letter

Types of Letters Letters that Request Information
Letters that Request Action Letters that Convey Information Good News Letters Bad News Letters Transmittal Letters Confirmation Letter

Kinds of Actions Continued
Meet with sales representatives. Try a sample. Persuade a potential customer. Comply with a previous request. Comply with a contract. Terminate an arrangement.

In General It Should: Show an Attractive Letterhead
Be Symmetrical and Balanced Contain: Proper Grammar Correct Spelling Logically Correct Sentences

The Letterhead Name Address Phone Number E-mail Fax Number And
Should Contain Your: Name Address Phone Number Fax Number And Have a Bottom Border (which is no more than 2 inches below the margin)

The Letter The letter has six (6) parts: 1. The Dateline
2. The Inside Address 3. The Salutation 4. The Message (body of the letter) 5. The Complimentary Close 6. The Signature Block

The Dateline The Date Month written out, e.g., August 12, 2002
2 to 6 lines below the border of the Letterhead (This allows the writer to adjust for balance)

The Inside Address The Inside Address should be basically what will appear on the envelope (outside address) 3 to 8 lines below the Dateline (allows for balance adjustment) It should include: Courtesy Title and Full Name Business Affiliation Full Geographical Location e.g. Mrs. June Smith President June’s Bakery 14 Egg Road Sweetness, NJ 15437

The Salutation Say Hello to the person:
Dear Mrs. Smith, Dear Mr. Jones, (exactly) 2lines below the inside address

Message (body of the Letter)
 2 lines below the Salutation  Single Spaced  Blank Line Between Paragraphs  Say what you have to say!

Complimentary Close (exactly) 2 lines below the last line of the message  For Example: Sincerely, Yours Truly,  Say Goodbye

The Signature Block Leave at least 3 blank lines (for the actual signature) Key Your Name (as you will sign it) If You Like, Key Your Title Under Your Name Finished

The End

Business Writing: Resume Writing, Cover Letters, Memos, s, Letters

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Business Writing: Resume Writing, Cover Letters, Memos, s, Letters

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