Business communication module 4

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<ul><li><p>Business Communication</p><p>IAME, Bangalore 1</p><p>Welcome to Module 4</p><p> Written Communication Stages of Writing Process Organizing and Composing messages Writing Effective Email messages Writing for web Writing goodwill, good and bad messages Resume and applications</p><p>04/01/15</p></li><li><p>Business Communication</p><p>Learning to write is learning to think</p><p>04/01/15 IAME, Bangalore 2</p><p>Written Communication</p></li><li><p>Business CommunicationWritten Communication</p><p> There are various ways of written communication E-mail message Memos Proposals Reports Letters Bulletins Minutes, Orders, quotations, contracts, forms, enquires etc </p><p>3IAME, Bangalore04/01/15</p></li><li><p>Business CommunicationAdvantages Ready Reference. Legal Defence. Promotes Uniformity. Mass Access. Suitable for Distance Communication. Image Building. Accurate and Unambiguous. Permanent in Nature. Facilitates in order to Assign Responsibility. Permits Substitutions and Revisions. </p><p>4IAME, Bangalore04/01/15</p></li><li><p>Business Communication</p><p>Disadvantages Limited to literate world. Time Consuming. Lot of paper work. Needs expertise in expression. Lack of immediate feedback. Costly than oral communication. More man hours needed. No immediate clarification.</p><p>5IAME, Bangalore04/01/15</p></li><li><p>Business Communication</p><p> Draft an outline at the beginning by proper planning. Focus on the audience, purpose, topic and desired </p><p>outcome. Structure the Introduction, Body and Conclusion in a </p><p>systematic and logical order. Focus on each paragraph. Understand the readers perception. Avoid grammatical mistakes. Use proper vocabulary, punctuations, commas, colons </p><p>and semi-colons. </p><p>Tips for effective Written Communication </p><p>6IAME, Bangalore04/01/15</p></li><li><p>Business Communication</p><p> Avoid using slang language. Avoid using you while making any criticism. Always start with a positive phrase. Always write the name of the company and the person </p><p>correctly. Keep sentences short, clear and concise. Avoid repetition and too many irrelevant details. Elaborate on the technical language and jargons used. Effectively use the charts, graphs, diagrams and </p><p>pictures. </p><p>7IAME, Bangalore</p><p>Tips for effective Written Communication </p><p>04/01/15</p></li><li><p>Business Communication</p><p> Never express your anger, frustration, irritation and aggression in written communication. </p><p> Proof read the document before sending. Use proper communication channel. Get a proper feedback. Continuously update yourself to improve written </p><p>skills. </p><p>8IAME, Bangalore</p><p>Tips for effective Written Communication </p><p>04/01/15</p></li><li><p>Business Communication</p><p> Identify your purpose Analyze your audience Choose your ideas Collect data to support your ideas Organize your message</p><p>5 step writing process</p><p>9IAME, Bangalore04/01/15</p></li><li><p>Business CommunicationIdentify your purpose</p><p> Is it informational? Is it persuasive? Are you trying to negotiate a contract/deal?</p><p>All messages have a relational purpose.</p><p>10IAME, Bangalore04/01/15</p></li><li><p>Business CommunicationAnalyze your audience</p><p>Your message has to be seen from the receivers point of view.</p><p> Needs Interest Attitude Culture</p><p>11IAME, Bangalore04/01/15</p></li><li><p>Business Communication</p><p>Be sensitive to your audience needs with a you attitude.</p><p>Ex-To help us process this order, we must ask for </p><p>another copy of the requisitionSo that your order can be filled promptly, </p><p>please send another copy of the requisition.</p><p>04/01/15 IAME, Bangalore 12</p><p>Analyze your audience</p></li><li><p>Business CommunicationChoose your idea</p><p> Ideas depend on the type of message, the situation, and the cultural context(national and international).</p><p>13IAME, Bangalore04/01/15</p></li><li><p>Business Communication</p><p> Know company policies, procedures, product details.</p><p>Collect your data</p><p>14IAME, Bangalore04/01/15</p></li><li><p>Business CommunicationOrganize your message</p><p> Outline your message Prepare a draft Different approaches for different cultures.</p><p>15IAME, Bangalore04/01/15</p></li><li><p>Business CommunicationBasic Organizational Plans</p><p> For letters and memos, you can choose one of the four organizational plans</p><p> Direct Request Good news Bad news Persuasive request plan</p><p>16IAME, Bangalore04/01/15</p></li><li><p>Business Communication</p><p> Direct Request Good news </p><p> Bad news Persuasive request plan</p><p>Use the Direct Request plan when the purpose is to make a request that requires less persuasion.</p><p>Use the Good news plan to grant requests, announce favorable information.</p><p>Direct approach (begin with main idea)</p><p>Indirect approach (states main idea later)</p><p>17IAME, Bangalore04/01/15</p><p>Organizing and composing messages</p></li><li><p>Business Communication</p><p> Indirect Approach When you expect resistance to your message, </p><p>such as in a bad-news message or a persuasive request.</p><p> You should not present the main idea in the first paragraph.</p><p> Begin with a pleasant, neutral statement, then give an explanation before you introduce the idea.(Porch)</p><p>18IAME, Bangalore04/01/15</p></li><li><p>Business Communication</p><p>IAME, Bangalore 19</p><p>Good News</p><p>When your message is favorable or neutral, you can use the good-news plan.</p><p>1.Best news or main idea2.Middle Explanation, all necessary details, educational information, resale, Sales promotion.3.Positive, friendly ending, motivation to action, willingness to help further, appreciation.</p><p>04/01/15</p></li><li><p>Business Communication</p><p>IAME, Bangalore 20</p><p>Bad News</p><p>A bad-news message varies from a good-news message in structure, tone, and information. With bad-news there is less tolerance for mistakes in communication.</p><p>04/01/15</p></li><li><p>Business Communication</p><p>IAME, Bangalore 21</p><p>Bad News</p><p>In bad-news messages it is important that your tone be appropriate. Put yourself in the readers place. Include, if possible, the customer-benefits and reasons that are behind your policies and rules. Show confidence in the reader Single people out when you praise them, put them in a group when you criticize them. Be courteous and shield the readers pride. Talk with, not down to, the reader.</p><p>04/01/15</p></li><li><p>Business Communication</p><p>IAME, Bangalore 22</p><p>Bad News</p><p>Every bad-news message has an underlying objective - to present the unpleasant facts in such a way that the reader will consider you fair and reasonable.</p><p> Structure the message Buffer Explanation and analysis of circumstancesFriendly, positive close</p><p>04/01/15</p></li><li><p>Business Communication</p><p>IAME, Bangalore 23</p><p>Bad News</p><p> Buffer</p><p>Buffers should be neutral in tone: avoid misleading the reader into thinking the news is good.</p><p> Explanation and Analysis</p><p>Explanation are often crucial to the effectiveness of a negative message. </p><p>04/01/15</p></li><li><p>Business Communication</p><p>IAME, Bangalore 24</p><p>Bad News</p><p> Friendly, Positive closeEndings should be positive, with reader friendly requests, </p><p>assurances, and reader benefits.</p><p> Invite future patronage, cooperation, suggestions or </p><p>compliances</p><p> Express continued interest, service and offer assurances.</p><p>04/01/15</p></li><li><p>Business Communication</p><p>IAME, Bangalore 25</p><p>Bad News</p><p>Negative replies to requests</p><p>Honesty, tactfulness and caution are necessary when responding to a request for a recommendation for a person about whom you have unfavorable information.</p><p>04/01/15</p></li><li><p>Business Communication</p><p>IAME, Bangalore 26</p><p>Bad News</p><p> Refusing Credit </p><p>Try to use positive language when stating an unfavorable decision</p><p> Acknowledging Orders you cannot fill now or at all</p><p> Declining Invitations and Requests for Favors</p><p>04/01/15</p></li><li><p>Business Communication</p><p>IAME, Bangalore 27</p><p>Bad News</p><p>When you have made a mistake, it is often best to admit your error in the beginning of your message.</p><p>Letters of resignation should include a reason, appreciation for people you are leaving, and a cordial ending.</p><p>04/01/15</p></li><li><p>Business CommunicationTips for Email writing</p><p> Objectives To effectively write an email pertaining to the purpose/ </p><p>subject of the mail Understand the nuances of writing a good mail Write mails that are concise but precise Comprehend the rules of writing e-mails</p><p>28IAME, Bangalore04/01/15</p></li><li><p>Business Communication</p><p>Write a meaningful subject line - Recipients scan the subject line in order to decide whether to open, forward, file, or trash a message. </p><p>Tips for Email writing</p><p>29IAME, Bangalore04/01/15</p></li><li><p>Business Communication</p><p> Subject: [Blank] If you don't put a subject line on your e-mail, this </p><p>could come across as arrogant, or at the very least, thoughtless. </p><p> Subject: "10 confirmed for Friday... will we need a larger room?"</p><p> Upon reading this revised, informative subject line, the recipient immediately starts thinking about the size of the room, not about whether it will be worth it to open the e-mail.</p><p>Tips for Email writing</p><p>30IAME, Bangalore04/01/15</p></li><li><p>Business Communication</p><p> Subject: "Important! Read Immediately!! What is important to you may not be important to your </p><p>reader. Write an informative headline that actually communicates at least the core of what you feel is so important: "Emergency: All Cars in the Lower Lot Will Be Towed in 1 Hour.</p><p> Subject: "Follow-up about Friday Fractionally better -- provided that the recipient </p><p>remembers why a follow-up was necessary.</p><p>Tips for Email writing</p><p>31IAME, Bangalore04/01/15</p></li><li><p>Business Communication</p><p> Subject: "That file you requested."</p><p> If you're confident your recipient will recognize your e-mail address, and really is expecting a file from you, then this would be fine. </p><p>Tips for Email writing</p><p>32IAME, Bangalore04/01/15</p></li><li><p>Business Communication</p><p> Keep the message focused and readable Avoid fancy typefaces. Don't depend upon </p><p>bold font or large size to add nuances. Avoid attachments that are too large or too </p><p>many.</p><p>Tips for Email writing</p><p>33IAME, Bangalore04/01/15</p></li><li><p>Business Communication</p><p> Skip lines between paragraphs. </p><p> Use standard capitalization. All-caps comes across as shouting, and no caps </p><p> invokes the image of a laziness. Regardless of your intention, people will respond accordingly. Proofread If you are asking someone else to do work for your </p><p>work take the time to make your message look professional </p><p>Tips for Email writing</p><p>34IAME, Bangalore04/01/15</p></li><li><p>Business Communication</p><p> Don't assume privacy Don't send anything over e-mail that you wouldn't </p><p>want posted -- with your name attached -- in the break room. E-mail is not secure.</p><p> Identify yourself clearly </p><p> Be kind -- don't flame Just don't hit "Send" while you're still angry.</p><p> 35IAME, Bangalore</p><p>Tips for Email writing</p><p>04/01/15</p></li><li><p>Business Communication</p><p> Respond Promptly If you want to appear professional and courteous, make yourself available to your online correspondents. </p><p> Show Respect and Restraint Be tolerant of other people's etiquette blunders.</p><p> Distinguish between formal and informal situationsAlways know the situation, and write accordingly. </p><p>Tips for Email writing</p><p>36IAME, Bangalore04/01/15</p></li><li><p>Business Communication</p><p> A resume is a one or two page summary of your skills, education, experiences and accomplishments designed to capture a prospective employer's interest. </p><p> It serves as a letter of introduction to get you considered for a position.</p><p>04/01/15 IAME, Bangalore 37</p><p>Resumes</p></li><li><p>Business CommunicationResumes</p><p> Write a clear objective statement. Knowing what you want and what the employer is looking for can help you write a clear objective.</p><p> Also, keep in mind that you do not want your objective statement to be too broad or too specific. </p><p> Make it easy for the reader to pick out specific skills by selecting appropriate categories, presenting relevant experience and skill areas higher on the page, and using underlining, boldfacing or capitalizing. </p><p> Present information in reverse chronological order within categories. </p><p>04/01/15 IAME, Bangalore 38</p></li><li><p>Business Communication</p><p>04/01/15 IAME, Bangalore 39</p><p>Resumes</p></li><li><p>Business Communication</p><p> Good quality writing and clear communication are critical. You might be the most qualified candidate out there, but that is not the message you will be sending if your resume is disorganized and ambiguous. </p><p> Use job titles and skill headings that relate to and match the jobs you want. Employers make quick judgments when reviewing your resume. If they see unrelated job titles or skills, they are likely to make the assumption that you are not qualified for the job. </p><p> Keep your writing style and formatting consistent throughout. </p><p>04/01/15 IAME, Bangalore 40</p><p>Resumes</p></li><li><p>Business Communication</p><p>04/01/15 IAME, Bangalore 41</p><p>Resumes</p></li><li><p>Business Communication</p><p> Adjust the specifics of your resume and cover letter so that they address each employer and position individually. </p><p> If you are applying for an entry level position, focus more on your grades and extracurricular activities rather than on work experience that is not related to the desired position. </p><p> Although the design and appearance of your resume matters, the content is what is really important. </p><p> Be sure to double and triple check your grammar, spelling, formatting, etc. A mistake in this area says a lot about you as a candidate! </p><p>04/01/15 IAME, Bangalore 42</p><p>Resumes</p></li><li><p>Business Communication</p><p>04/01/15 IAME, Bangalore 43</p><p>ApplicationsApply three step process of planning, writing and completion.</p><p> Be Specific avoid general objectives. Be as clear as possible about the kind of opportunity and industry you are looking for. Show that you understand the company and the position by echoing the key messages from the job ad.</p><p> Never volunteer salary information unless an employer asks for it.</p><p> Keep it short and keep email cover letters shorter.</p></li><li><p>Business Communication</p><p>04/01/15 IAME, Bangalore 44</p><p>ApplicationsApply three step process of planning, writing and completion.</p><p> Show some personality Keep it professional. Make the most of your chance to reveal not only your excellent communication skills but also some of your personality.</p><p> Aim for high qualityBe meticulous. Check spellings, grammar</p></li><li><p>Business Communication</p><p>45IAME, Bangalore04/01/15</p><p>End of Module 4Thank you</p></li></ul>