business communication

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Business CommunicationBusiness Communication

Reports, Letters & EmailReports, Letters & Email

Gurudutt R. KamathGurudutt R. Kamath

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How We CommunicateHow We Communicate33

• CVs, ResumesCVs, Resumes• Email, Web site, FAQs Email, Web site, FAQs • Letters, Newsletters, Brochures, Letters, Newsletters, Brochures,

Articles, CatalogsArticles, Catalogs• Advertisements, Notice Board, Advertisements, Notice Board,

Pamphlets, Signs, Press ReleasePamphlets, Signs, Press Release• Presentations, multimedia, talksPresentations, multimedia, talks• Reports, Manuals, Proposals, Books Reports, Manuals, Proposals, Books

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Which Reports?Which Reports?

Annual Reports

Sales Reports

Feasibility Reports

Inspection Reports

Audit Reports

Progress Reports

White Papers

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Technical Writing ReportsTechnical Writing Reports

ProposalsProposals User ManualsUser Manuals Technical ManualsTechnical Manuals White PapersWhite Papers

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Classification of ReportsClassification of Reports

Formal Reports and Informal ReportsFormal Reports and Informal Reports Information ReportsInformation Reports Analytical ReportsAnalytical Reports Recommendation ReportsRecommendation Reports

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5 Steps to Report Writing5 Steps to Report Writing11

1.1. Define the problemDefine the problem

2.2. Gather the necessary informationGather the necessary information

3.3. Analyze the informationAnalyze the information

4.4. Organize the informationOrganize the information

5.5. Write the reportWrite the report

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Organizing ReportsOrganizing Reports

Comparison/contrastComparison/contrast Problem-solutionProblem-solution Elimination of alternativesElimination of alternatives General to particularGeneral to particular Geographic or spatialGeographic or spatial FunctionalFunctional ChronologicalChronological

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Words, Words, WordsWords, Words, Words UK English and US EnglishUK English and US English

• International English and Indian EnglishInternational English and Indian English Denotation and ConnotationDenotation and Connotation

• Let me know when you’re free next week for a Let me know when you’re free next week for a meeting.meeting.

• Could you let me know what times you have Could you let me know what times you have free?free?

ToneTone• Terry is hung up on trivial details.Terry is hung up on trivial details.• Terry is meticulous and takes care of details Terry is meticulous and takes care of details

that others sometimes ignore.that others sometimes ignore.

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Writing StyleWriting Style

Brief writing styleBrief writing style• Omit needless wordsOmit needless words• Combine sentences Combine sentences • RewriteRewrite• Campus Jewelers’ main objective is to Campus Jewelers’ main objective is to

increase sales. Specifically, the objective is increase sales. Specifically, the objective is to double sales in the next five years by to double sales in the next five years by becoming a more successful business.becoming a more successful business.

• Campus Jewelers’ objective is to double Campus Jewelers’ objective is to double sales in the next five years.sales in the next five years.

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We do IT in Style!We do IT in Style!

Chicago Manual of StyleChicago Manual of Style Elements of Style by Strunk & WhiteElements of Style by Strunk & White DictionaryDictionary Microsoft Manual of StyleMicrosoft Manual of Style AMA Style GuideAMA Style Guide

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Anatomy of a ReportAnatomy of a Report

Cover PageCover Page Title PageTitle Page Letter of TransmittalLetter of Transmittal Table of ContentsTable of Contents List of IllustrationsList of Illustrations Executive SummaryExecutive Summary Report BodyReport Body AppendicesAppendices

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Report BodyReport Body IntroductionIntroduction

• Purpose and Scope;Limitations, Assumptions, Purpose and Scope;Limitations, Assumptions, and Methodsand Methods

Background/History of the ProblemBackground/History of the Problem BodyBody

• Presents and interprets dataPresents and interprets data Conclusions and RecommendationsConclusions and Recommendations References or Works CitedReferences or Works Cited AppendixesAppendixes

• Interview transcripts, questionnaires, question Interview transcripts, questionnaires, question tallies, printouts, and previous reportstallies, printouts, and previous reports

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Letter of TransmittalLetter of Transmittal

BackgroundBackground Summarize conclusions and Summarize conclusions and

recommendationsrecommendations Minor problems. Thank those who Minor problems. Thank those who

helped.helped. Additional research necessaryAdditional research necessary Thank the reader. Offer to answer Thank the reader. Offer to answer

questions.questions.

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Sales ProposalSales Proposal22

BudgetBudget ObjectivesObjectives Strategy and TacticsStrategy and Tactics ScheduleSchedule ResultsResults ClosingClosing

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Document DesignDocument Design

Use Use nono moremore thanthan 55 fontsfonts.. Use no more than 5 Use no more than 5 ccoolloorrs.s. Use glossy paper.Use glossy paper. Use white space.Use white space. Use templates.Use templates. Use parallelism.Use parallelism. Avoid Avoid double emphasisdouble emphasis..

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Future ReportsFuture Reports

ProposalsProposals 250-page reports250-page reports 90-minute oral presentation90-minute oral presentation 50-page summary50-page summary

ReportsReports Multi-mediaMulti-media WebWeb

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FAQ and CEFAQ and CE

QuestionsQuestions• You, We, I – personal pronounsYou, We, I – personal pronouns• Standards for reportsStandards for reports• How long?How long?

Common ErrorsCommon Errors• It’s a common error! Its consequences It’s a common error! Its consequences

are great!are great!• Singular & Plural errors.Singular & Plural errors.• Neutrality (he/she, John)Neutrality (he/she, John)

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Business CommunicationBusiness Communication

Letters & EmailsLetters & Emails

Gurudutt R. KamathGurudutt R. Kamath

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Correspondence Costs MoneyCorrespondence Costs Money11

Dartnell Institute, 10-minute messageDartnell Institute, 10-minute message• $13.60 $13.60 • $20.52$20.52

Plan, compose, revise 1-page letterPlan, compose, revise 1-page letter• 54 minutes54 minutes

Average Proposal (engg firm)Average Proposal (engg firm)• $500,000$500,000• $1,000,000$1,000,000

Rwitgin wastes time and damages relationships.Rwitgin wastes time and damages relationships.

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Making Messages EffectiveMaking Messages Effective

CClearlear

CCompleteomplete

CCorrectorrect

SSave reader’s timeave reader’s time

BBuild good willuild good will

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Complaint LettersComplaint Letters

Nursery – Plants worth $572Nursery – Plants worth $572 Dry and wilted. One came out by the Dry and wilted. One came out by the

roots when I took it out of the box.roots when I took it out of the box. Please send me a replacement Please send me a replacement

shipment immediatelyshipment immediately

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Response 1Response 1

After ruling out problems in transit, I discovered that After ruling out problems in transit, I discovered that your order was packed by a new worker who didn’t your order was packed by a new worker who didn’t understand the need to water plants thoroughly understand the need to water plants thoroughly before they are shipped. We have fired the worker, so before they are shipped. We have fired the worker, so you can be assured that this will not happen again.you can be assured that this will not happen again.

Although it will cost our company several hundred Although it will cost our company several hundred dollars, we will send you a replacement shipment.dollars, we will send you a replacement shipment.

Let me know if the new shipment arrives safely. We Let me know if the new shipment arrives safely. We trust that you will not complain again.trust that you will not complain again.

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Response 2 Response 2

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

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

We look forward to your future orders.We look forward to your future orders.

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Your letter of the 5Your letter of the 5thth has come to the attention of the has come to the attention of the undersigned.undersigned.

According to your letter, your invoice #47420 According to your letter, your invoice #47420 arrived in unsatisfactory condition. Please be arrived in unsatisfactory condition. Please be advised that it is our policy to make adjustments as advised that it is our policy to make adjustments as per the Terms and Conditions…per the Terms and Conditions…

“…“…make an exception on your order receipt…furnish make an exception on your order receipt…furnish us detailed written information as to any damage.”us detailed written information as to any damage.”

… … you must comply with our terms and see that the you must comply with our terms and see that the necessary documents reach the undersigned by the necessary documents reach the undersigned by the close of the business day on the 20close of the business day on the 20thth of the month. of the month.

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You’ll get a replacement shipment of the perennials you You’ll get a replacement shipment of the perennials you ordered next week.ordered next week.

Your plants are watered carefully before shipment and packed Your plants are watered carefully before shipment and packed in specially designed cardboard containers. But if the weather in specially designed cardboard containers. But if the weather is unusually warm, or if the truck is delayed, small roots may is unusually warm, or if the truck is delayed, small roots may dry out. Perhaps, this happened with your plants.dry out. Perhaps, this happened with your plants.

The violas, diitalis, aquilegias and hostas you ordered are The violas, diitalis, aquilegias and hostas you ordered are long-blooming perennials that will get even prettier each year. long-blooming perennials that will get even prettier each year. Enjoy your garden.Enjoy your garden.

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PAIBOCPAIBOC

PPurposeurpose

AAudiencesudiences

IInformationnformation

BBenefitsenefits

OObjectionsbjections

CContextontext

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AudienceAudience

WriterWriter Initial audienceInitial audience GatekeeperGatekeeper Primary audiencePrimary audience Secondary Secondary

audienceaudience Watchdog Watchdog

audienceaudience

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Communicate across CulturesCommunicate across Cultures

GenderGender Race and ethnicityRace and ethnicity Regional and national originRegional and national origin Social classSocial class ReligionReligion AgeAge Sexual orientationSexual orientation Physical abilityPhysical ability

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Bias-free CommunicationBias-free Communication

Managers and their wives will…Managers and their wives will… Managers and their spouses will…Managers and their spouses will… ManpowerManpower – Personnel – Personnel Manhours Manhours – Hours or working hours– Hours or working hours Manning Manning – Staffing– Staffing WorkmanWorkman – Worker, employee, writer – Worker, employee, writer Chairman – Chair, chairpersonChairman – Chair, chairperson

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Bias-free CommunicationBias-free Communication

Plural nouns and pronounsPlural nouns and pronouns• SupervisorsSupervisors must… must…theirtheir departments. departments.

Use you.Use you.• YouYou must work for your deparment. must work for your deparment.

Substitute with article or revise Substitute with article or revise sentencesentence• Supervisor...time sheet for Supervisor...time sheet for thethe

department.department.• The nurse will fill out the accident The nurse will fill out the accident

report.report.

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PicturesPictures

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Letter ContentsLetter Contents

Reference, Date, Address, Salutation, Reference, Date, Address, Salutation, Subject Subject (B/A)(B/A), Body, Complimentary , Body, Complimentary Close, EnclosuresClose, Enclosures

Dear Glenn: or Dear Mr Helms:Dear Glenn: or Dear Mr Helms: Sincerely, and Cordially,Sincerely, and Cordially, Open Open (Dear Glenn)(Dear Glenn) and Closed and Closed (Dear Glenn:)(Dear Glenn:)

Second Page – Reader’s Name, Date, Second Page – Reader’s Name, Date, Page NumberPage Number

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Formats for Letters and MemosFormats for Letters and Memos

Open and closed punctuationOpen and closed punctuation• Full stops at end of addressesFull stops at end of addresses• Full stops in abbreviations (am/pm)Full stops in abbreviations (am/pm)

Block and Modified BlockBlock and Modified Block• Date and SignatureDate and Signature

• Subject Line – Optional and RareSubject Line – Optional and Rare

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Meeting AgendaMeeting Agenda

Time and placeTime and place Whether each item is presented for Whether each item is presented for

information, for discussion, or for a information, for discussion, or for a decisiondecision

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Minutes of the MeetingMinutes of the Meeting

Decisions ReachedDecisions Reached Action ItemsAction Items Open IssuesOpen Issues

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EmailsEmails

Minutes a day - average worker?Minutes a day - average worker? 49 minutes49 minutes Hours a day - top managers?Hours a day - top managers? 4 hours4 hours Formats are still evolvingFormats are still evolving What % felt misunderstood (2000)?What % felt misunderstood (2000)? 51% (tone)51% (tone)

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SubjectSubject

Be specific, concise, and catchy.Be specific, concise, and catchy.• 28 characters28 characters• Will Attend 3 pm Meeting EOMWill Attend 3 pm Meeting EOM• Travel Plans for Sales MeetingTravel Plans for Sales Meeting• Your Funding Request ApprovedYour Funding Request Approved• ASAP, BTW, FYI, IMHOASAP, BTW, FYI, IMHO

• Smileys Smileys

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Body of the EmailBody of the Email

BriefBrief Important points at the topImportant points at the top Bullets and numberingBullets and numbering Emphasize (NOT)Emphasize (NOT) HTML (letterhead)HTML (letterhead) All rules of good writingAll rules of good writing

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Mailing ListsMailing Lists

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

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NetiquetteNetiquette

Never flame.Never flame. Use FULL CAPS only to emphasize a Use FULL CAPS only to emphasize a

word or two.word or two. Send messages on a need basis.Send messages on a need basis. Recipient’s work practice (one long Recipient’s work practice (one long

or several short messages)or several short messages) Quote briefly (B/A) while replying. Quote briefly (B/A) while replying. AttachmentsAttachments

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Covering LettersCovering Letters

BriefBrief• 3 paragraphs, bullets3 paragraphs, bullets

Focus onFocus on• Major requirementsMajor requirements• DifferentiatorsDifferentiators

ResearchResearch• Web, friends, colleaguesWeb, friends, colleagues

Tip:

Do not plead.

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ResumResuméé or Curriculum Vitae or Curriculum Vitae

Name, Address, Contact DetailsName, Address, Contact Details Objective, Education, Experience, Objective, Education, Experience,

Languages, Personal, ReferencesLanguages, Personal, References• Reverse chronological orderReverse chronological order

Personal details – Age, marital status, Personal details – Age, marital status, children (US laws on discrimination)children (US laws on discrimination)

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ResumResuméé Tips Tips

Two pages maximum.Two pages maximum.• Less important details on 2nd page.Less important details on 2nd page.

Highlight strengths, not weaknesses.Highlight strengths, not weaknesses.• Job hoppers -- periodJob hoppers -- period

Create for each company.Create for each company. Use templates – but enhance them.Use templates – but enhance them.

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ReferencesReferences

1.1. Business Communication, Kity O Business Communication, Kity O Locker and Stephen Kyo Kaczmarek, Locker and Stephen Kyo Kaczmarek, 20042004

2.2. Better Business Writing, The Sunday Better Business Writing, The Sunday Times, 2002Times, 2002

3.3. Model Business Letters, E-mails & Model Business Letters, E-mails & Other Business Documents (sixth Other Business Documents (sixth edition), Shirley Tayloredition), Shirley Taylor

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Profile of Gurudutt R. KamathProfile of Gurudutt R. KamathGurudutt Kamath is a technical writer based in Mumbai with 20 years of Gurudutt Kamath is a technical writer based in Mumbai with 20 years of experience writing user manuals and help files for software exporters. experience writing user manuals and help files for software exporters. Earlier, he was a journalist/editor for 5 years and wrote nearly a 1000 Earlier, he was a journalist/editor for 5 years and wrote nearly a 1000 articles. He is an MA in English Literature and has Diplomas in Journalism articles. He is an MA in English Literature and has Diplomas in Journalism and Book Publishing from Bhavan's. He began his career with Citicorp and Book Publishing from Bhavan's. He began his career with Citicorp Software. He has carried out projects onsite in USA, Dubai, and Hong Software. He has carried out projects onsite in USA, Dubai, and Hong Kong. He has attended conferences/training in UK, USA, Hong Kong, and Kong. He has attended conferences/training in UK, USA, Hong Kong, and Singapore. Singapore.

He wrote the He wrote the DocuMentorDocuMentor column in column in IT People/Express ComputerIT People/Express Computer in in 2002-2003. He has contributed two articles for 2002-2003. He has contributed two articles for IntercomIntercom and was a and was a panelist under Nancy Hoft for the special issue on Internationalization in panelist under Nancy Hoft for the special issue on Internationalization in the the Technical Communications JournalTechnical Communications Journal. The article on . The article on Internationalization was used as a part of the syllabus in Washington Internationalization was used as a part of the syllabus in Washington University. He has contributed articles to University. He has contributed articles to INDUSINDUS, the award-winning STC , the award-winning STC India newsletter.India newsletter. He has conducted several technical writing and tools workshops. He was a He has conducted several technical writing and tools workshops. He was a Guest Faculty at National Institute of Design-Ahmedabad, Indian Institute Guest Faculty at National Institute of Design-Ahmedabad, Indian Institute of Technology-Mumbai, and Department of Journalism-Pune. He has given of Technology-Mumbai, and Department of Journalism-Pune. He has given talks on technical writing in forums such as TWIN, STC India, talks on technical writing in forums such as TWIN, STC India, IEEE, management institutes, engineering colleges, colleges, computer IEEE, management institutes, engineering colleges, colleges, computer institutes, and Rotary clubs. He was a mentor for a US University. institutes, and Rotary clubs. He was a mentor for a US University.

[email protected]@vsnl.com