Business Communication Lesikars Powerpoint Chapter-1,3&5

5/19/2018 Business Communication Lesikars Powerpoint Chapter-1,3&5

1/66

Copyright 2011 by The McGraw-Hi ll Companies, In c. Al l ri ghts reserved.McGraw-Hill/Irwin


2/661-2

Overview

http://www.youtube.com/watch?v=pMcfrLYDm2U

The importance of communication in business

Current challenges The three main categories of communication

in business

Formal and informal networks

Business communication as problem solving The contexts of business communication

The business communication process
http://www.youtube.com/watch?v=pMcfrLYDm2Uhttp://www.youtube.com/watch?v=pMcfrLYDm2Uhttp://www.youtube.com/watch?v=pMcfrLYDm2Uhttp://www.youtube.com/watch?v=pMcfrLYDm2U


3/661-3

The Importance of

Communication Skills

Ninety-four percent of over 2,000 surveyedexecutives ranked communicating well as the mostimportant skill for success.

--NFI Research Recruiters who assessed MBA programs rated

interpersonal and communication skills, a teamworkorientation, personal ethics and integrity, analytical

and problem-solving abilities, and a strong workethic as the most important attributes.

--The Wall Street Journal


4/661-4

Example

A woman without her man is nothing.

A woman, without her man, is nothing.

OR

A woman: without her, man is nothing!!

Lets eat, Grandma!

OR Lets eat Grandma!


5/661-5

Current Challenges for

Business Communicators

Ongoing development of new information

technologies

Increasingly global nature of business Growing diversity in the workplace

Increased focus on ethics and social

responsibility


6/66

Main Forms of Communication

in Business

Operational

Internal

External

Personal

Example of an Internal Portal (Intranet)

1-6


7/661-7

Communication Networks

Formal Network

Well-established, usually along operational lines

Depends on certain established forms or genres

in the company

Planned and managed

Informal Network

Complex

Dynamic

Breakfast Club?


8/661-8

The Communication Networks in a Division

of a Small Manufacturing Company


9/661-9

Factors Affecting the

Communication in a Business

Nature of the business

Operating plan

Business environment

Geographic dispersion

People

Company culture


10/661-10

Business Communication

as Problem Solving

Most business-communication problems are

ill-defined problems requiring

Analysis

Creativity

Judgment


11/661-11

A Model of Business Communication


12/661-12

The Contexts for Communication

The larger context

Business-economic

Sociocultural

Historical

The relationship of the communicators

The communicators particular contexts

Organizational

Professional

Personal


13/66

The Business Communication Process

The sender . . .

Senses a need tocommunicate

Defines the situation

Considers possiblesolutions

Selects the best one

Composes the message

(medium, content,structure, style, form)

Sends the message

The receiver . . .

Receives the message

Interprets it

Decides on a response

Replies (becoming a newsender)


14/661-14

The Bottom Line

The goal of business communication is to

create a shared understanding of business

situations that will enable people to work

successfully together.


16/66

3-2

Construction of Clear Sentences

Limit sentence content.

Economize on words.

Determine emphasis in sentence design. Give the sentences unity.

Word sentences logically.


17/66

3-3

Limit Sentence Content

Many consumers have expressed dissatisfaction with the relatively

high prices of the new Japanese cars, but this has not prevented

large numbers of people from purchasing these cars and pushing

sales higher than many automotive experts had forecast, thus

firmly entrenching the Japanese cars in a large segment of the

automobile market.

DONT


18/66

3-4


Many consumers have expressed dissatisfaction with the relatively

high prices of the new Japanese cars. However, this has not

prevented large numbers of people from purchasing these carsand pushing sales higher than many automotive experts had

forecast. The Japanese cars have thus become entrenched in a

large segment of the automobile market.

DO


19/66

3-5


The production planning department assigns to each production

order a number that is called a job-order number, which becomes

the identifying means of reporting to the accounting department

the direct costs relating to a production order, and which can

reveal additional information about the job through code numbers

or letters added to the job-order number.

DONT


20/66

3-6


The production planning department assigns to each production

order a number that is called a job-order number. This number

becomes the identifying means of reporting to the accountingdepartment the direct costs relating to a production order. Adding

code numbers or letters to the job-order number reveals more

information about the job.

DO


21/66

3-7

Economize on Words(Eliminate Cluttering Phrases)

Regardless of the fact that sales increased, profits continue todecline.

Production will decrease next month due to the fact that we

must retool for the next model.

In very few instances do the salespeople receive bonuses overthe amount of $100.

At all times the cash box is kept locked.


22/66

3-8


At whatever time we receive a special order, it is immediatelysent to the production planning department.

Contrary to our expectations, the new law will allow thecompany to reduce its income taxes.

In some instances, we sell directly to the retailer.


23/66

3-9


You are hereby instructed to send all daily reports directly tothis office as promptly as possible.

Your attention is directed to paragraph 3, which summarizesthe findings of this study.

Enclosed herewith are general instructions which are sent toyou for your guidance and information.


24/66

3-10

Economize on Words(Eliminate Surplus Words)

All the books are in readiness for the annual audit.

The charge of negligence has been denied by all four of the

officers.

It is our expectation that this plan will be successful.

It is our conclusion that production should stop.


25/66

3-11

Economize on Words(Remove Unnecessary Repetition)

We have verified the charges to your account and find thatthe account balances on our books agree with the accountbalances on your books.

The manager repeatedly kept telling me over and over again.

This change will enable us to get started sooner than if we

wait for a later date.


26/66

3-12

Manage Emphasis in Sentences

Write sentences that give their contents

proper emphasis.

Short sentences stand out (an item standing

alone gets emphasis).

Long sentences de-emphasize content (the

two or more items share emphasis).


27/66

3-13

All Short Sentences(Choppy Effect)

The main building was inspected on October 1. Mr. George Wills

inspected the building. Mr. Wills is a vice president of the

company. He found that the building has 6,500 square feet of

floor space. He also found that it has 2,400 square feet of storagespace. The new store must have a minimum of 6,000 square feet

of floor space. It must have 2,000 square feet of storage space.

Thus, the main building exceeds the space requirements for the

new store. Therefore, Mr. Wills concluded that the main building is

adequate for the companys needs.


28/66

3-14

Some Subordination(But not Logical)

Mr. George Wills, who inspected the main building on October

1, is a vice president of the company. His inspection, which

supports the conclusion that the building is large enough for

the proposed store, uncovered these facts. The building has6,500 square feet of floor space and 2,400 square of feet of

storage space, which is more than the minimum requirements

of 6,000 and 2,000 square feet, respectively, of floor and

storage space.


29/66

3-15

Good Subordination(Important Points Emphasized)

The main building is large enough for the new store. This

conclusion, reached by Vice President George Wills following his

October 1 inspection of the building, is based on these facts: The

buildings 6,500 square feet of floor space exceeded the minimumrequirements by 500 square feet. The 2,400 square feet of storage

spaced exceeded the minimum requirement by 400 square feet.


30/66

3-16

Give the Sentences Unity(Relate Ideas Logically)

The Passman shredder was the first manufactured, and we have had a

Timmons since 1996.

The weather was unusually bad last month, and sales of Drummond

products increased 12 percent.

We value your satisfaction, and we have carefully looked into the handling

of your order.


31/66

3-17

Give the Sentences Unity(Limit the Details in Each Sentence)

Both hotels can guarantee the 250 rooms we will require,

although the Marriott is new (since 2002) and its rooms are

more modern and therefore more appealing, but the 69-year

old Westgate is well preserved and comfortable.


32/66

3-18

Give the sentences unity(Limit the Details in Each Sentence)

I rented offices in Marina Towers, a downtown office building,

and the suite rents for $3,000 per month for three executive

offices which open into a single support office which is large

enough for two administrative assistants.


33/66

3-19

Word Sentences Logically

We cleared the site, and then the foundation wasconstructed.

Because our inventories have decreased has increased ourback orders.

The price of this copier is inexpensive.


34/66

3-20

Word Sentences Logically

I would give Ralph high marks as far as being a team player.

Looking into the matter, the product appears to have been

defective.

I have experience resolving customer complaints, supplier

delays, and I have managed a sales team.


35/66

3-21

Construction of Clear Paragraphs

Give the paragraphs unity.

Keep paragraphs short.

Make good use of topic sentences. Leave out unnecessary detail.

Make paragraphs coherent.


36/66

3-22

Give Paragraphs Unity

At the university I studied all the basic accounting courses as well asspecialized courses in taxation and computer security. I also took

specialized coursework in the behavioral areas, with emphasis onhuman relations. Realizing the value of human relations in business, Ialso actively participated in organizations such as Sigma Nu (socialfraternity), Delta Sigma Pi (professional fraternity), and UniversitySing. I selected my elective coursework to round out my general

business education. Among my electives were courses ininvestments, business report writing, and business ethics. A glanceat my resume will show you the additional courses that round out mytraining.

How would you give this paragraph better unity?


37/66

3-23

Keep Paragraphs Short

Heavy paragraphs make the

writing appear to be dull and

difficult.

Short paragraphs give well-

organized effect -- invite the

reader to read.


38/66

3-24

Make Good Use of Topic Sentences

In constructing a chart line, you should plot the item to be illustrated

as a continuous line on a grid. On the grid, you should plot time on

the horizontal axis (X-axis) and the value of the series on the vertical

axis (Y-axis). You must create the scale values and time periods for

the axis lines.You may also compare two or more series on the same line chart. In

such a comparison, you should clearly distinguish the lines by color

or form (dots, dashes, dots and dashes, and the like). You should

clearly label them by a legend somewhere in the chart. But thenumber of series that you may compare on one chart is limited. As a

practical rule, four or five series should be a maximum.


39/66

3-25

Leave Out Unnecessary Detail

In reviewing the personnel records in our company database, I found

that several items in your file were incomplete. The section titled

work history has blank lines for three items of information. The first

is for dates employed. The second is for company name. And thethird is for type of work performed. On your record only company

name was entered, leaving two items blank. You did not indicate

years employed or your duties. This information is important. It is

reviewed by your supervisors every time you are considered forpromotion or for a pay increase. Therefore, it must be completed. I

request that you sign on the company portal and complete this form

at your earliest convenience.

This paragraph tells more than the reader needs to know:


40/66

3-26

Make Paragraphs Coherent

Before buying plants you should know which varieties are

adapted to your area. Adapted varieties usually are sold by

local nurseries.

Preferably you should state the problem in writing. Statingthe problem this way is good for many reasons.

The order of your findings depends much on the plan you

followed in your research. This research plan probably was

the product of the preliminary analysis you made of yourproblem.

Verbs contain the action in the sentence. As the action

words, they give your writing energy and impact.

Show coherence through repetition of key words.


41/66

3-27


Transitional sentences are essential to good writing. They

are the mortar that holds bricks of thought together.

If you think Mr. James is most interested in the conclusion,begin with the conclusion. A direct beginning will permit

him to make his decision without delay. If he has

confidence in your work, he may not choose to read beyond

this point.

Show coherence through the use of pronouns.


42/66

3-28


The promotion failed for two reasons. First, we had very little

preparation time. Second, we were extremely short of

experienced salespeople.

For three years we had no funds for maintaining the equipment.As a result, we have suffered a succession of breakdowns.

After the incident, we installed two additional video cameras.

Nevertheless, theft losses continued to increase.

They built the building on the site that had been filled.

Consequently, the foundation cracked.

Show coherence through the use of transition words.


43/66

3-29

Give Paragraphs Forward Movement

We at Digex take care of all the needs of your online business. First,we supply the hardware and software necessary to get your site up

and running. Next, we make certain you are online 24/7/365 with

our world-class data centers and networks. In addition, we provide

the administration, monitoring, and security that ensures your sites

success.

The transitional expressions help this paragraph move steadily

forward to reach its goals.


44/66

Copyright 2011 by The McGraw-Hi ll Companies, In c. Al l ri ghts reserved.McGraw-Hill/Irwin


45/66

5-2

Objectives

Describe the writing process and effective writing strategies Explain the importance of readable formatting

Describe the development and current usage of thebusiness letter

Describe the purpose and form of memorandums Understand the phenomenal growth and nature of email

Follow email conventions and organize and write clearemail messages

Understand the nature and business uses of text messaging

and instant messaging Understand the nature and business uses of social

networking


46/66

5-3

Overview

The Writing Process

The Importance of Readable Formatting

The Main Types of Business Messages

Letters

Memorandums

Email

Text messaging Instant messaging

Social networking


47/66

5-4

The Writing Process


48/66

5-5

The Writing Process

Planning the Message

Determining goals

Analyzing the audience

Gathering and collecting information

Analyzing and organizing the information

Choosing a form, channel, and format


49/66

5-6

The Writing Process

Drafting the Message

Avoid perfectionism.

Keep going.

Use your own favorite strategies.


50/66

5-7

The Process of Writing

Revising

Revising

Editing

Proofreading

Th I f R d bl


51/66

5-8

The Importance of Readable

Formatting

Avoid an intimidating document.

Use formatting devices to enhance readability

and comprehension:

White space

Headings

Typographical emphasis (e.g., bold, italics)

Bulleted lists

Diagrams and pictures


52/66

5-9

Main Types of Business Messages

Letters

Memos

Emails

Text &Instant

Messages

Online SocialNetworks


53/66

5-10

Letters

The most traditional type of business message

Format (Appendix B)

Formality

Audience


54/66

5-11

Memorandums

Memorandums (Memos)

Format

Date

To

From

Subject

Formality Audience

A traditional genre being replaced by email


55/66

5-12

Emails

Email

Advantages of Email

Eliminates telephone tag

Saves time

Speeds up decision making

Is cost effective

Provides a written record

Disadvantages of Email

Not confidential

May not communicate writers emotional intent

May be ignored


56/66

5-13

Email Structure

Subject line

Is short (5 7 words)

Captures the main point

Is capitalized as you would a book or article title

Beginning

Name of the recipient

Generic greeting Formal salutation

Purpose


57/66

5-14

Email Structure

General organization

Important information first

Additional information in descending order of

importance

Other options

Direct approach (Ch. 6)

Indirect approach (Ch. 7)

Business report format and structure


58/66

5-15

Email Structure

Informal Writing

Retains some casual qualities (personal pronouns,

contractions).

Is conversational.

Example: Ive read your excellent proposal. I predict

the administrators will approve it.


59/66

5-16

Email Structure

Formal Writing

Maintains distance between writer and reader.

Avoids personal references and contractions.

Example: The proposal is excellent. The executives are

likely to approve it.


60/66

5-17

Email Structure

Conciseness

Keep sentences and paragraphs short

Use words economically

Paraphrase previous messages concisely

Quote selectively

Clarity

Practice clear writing techniques (Ch. 2 4)

Use concrete, vigorous, precise language


61/66

5-18

Email Structure

Etiquette

Be courteous and fair.

Build goodwill with every email.

Never write when angry.

Avoid flaming.

Correctness

Use the spell checker. Use standard business English.

Remember: Correctness affects professional image.


62/66

5-19

Email Structure

The closing

Informal

The writers name

No name

More formal

Thanks, Regards

Formal Sincerely

Signature block


63/66

5-20

Email Structure

Emphasis devices

Italics

Bold type

Color

Asterisks

Dashes Solid caps

Initialisms

BTW

FYI

FAQ TTFN

TIA

LOL


64/66

5-21

Text & Instant Messaging

Used for promotions, brand awareness, customerrelations

Typically limited to 150 characters

Tips Cover all critical information.

Keep it short.

Strive for clarity.

Maintain a conversational tone.

Adapt messages to the audience.

Keep language and content professional.


65/66

5-22

Social Networking

Examples

Facebook, MySpace

Twitter, LinkedIn

Personal and corporate blogs


66/66

Social Networking

Uses

External communication with customers or clients

Publicity or product promotion

Internal communication

Evaluate potential employees

Reminder: Nothing on these sites is

confidential. Your employer (or a potential

employer) may view them.

Documents

Business Communication Lesikars Powerpoint Chapter-1,3&5