Busness communication effective ctranfornmation of message

1. Recap
• Verbal Communication
• Non verbal Communication
• Paraverbal communication
• Barriers in Communication
• Verbal & Nonverbal Communication
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2. 7 C’s of Communication
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3. First, What is Business Writing?
Business writing
is workplace
writing, which is
a form of
technical
writing.
Business Writing
Workplace Writing
Technical Writing
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4. Business Writing is
technical
communication
or technical
writing
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5. Workplace Writing
Example 1: A Resume to persuade a potential
employer to offer an interview
Example 2: A Findings Report to persuade
employees to follow certain policies or
procedures in order to improve performance or
correct errors or problems
Workplace writing is generally “persuasive” writing:
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6. Some Types of Workplace Writings
Business Letters Formal; An external communication
E-mail Transmissions Informal; External correspondence written to business
associates and internal correspondence to personal friends
Memoranda/
Memorandum
Informal style of business letter; Internal correspondence
written to colleagues within a company
Reports Financial, audit, or statistical report that identifies the specific
problem and presents collected data, research, or
recommendations for the change process
Contracts Binding agreements or proposals between two or more
parties that can become legal documents if they include an
offer that is accepted
Manuals A written set of instructions, procedures or policies
PowerPoint A soft-ware generated, visual slide show, with animation
options, that hosts a set of notes or bulleted points, an
agenda, or other information that supports a discussion
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7. General Business Tip . . .
Generally, it is an expected
and common business
practice to keep
photocopies / hard (paper)
copies of any
communication you send to
another person regarding
any business matter.
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8. How to Create Effective
Technical or Workplace Writings:
1. Focus on the purpose of your writing
2. Focus on your readers (Audience)
3. Satisfy document requirements (Documentation style; visuals;
data)
4. Get to the point (Concise, uncluttered sentences)
5. Provide accurate information (Research)
6. Express yourself clearly (Grammar; Proofreading)
7. Format your pages carefully (be neat and leave white space)
8. Manage your time efficiently (Meet deadlines)
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9. Formatting a . . .
Business
Memo
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10. What should you know about Business
Memos? They . . .
• are used within an organization
• usually are informal in style
• normally function as a non-sensitive communication
• are short and to-the-point
• have a business tone / no slang or jokes
• do not require a salutation (formal greeting)
• do not have a complimentary closing as does a
business letter (END)
• have a format very different from a business letter
• may address one person or a group of individuals
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11. Memo Sample
College of Business Administration Business Communication
Memorandum
To: CBA Students
From: Dale Coattail
Date: September 10, 2007
Re: How to Write a Memo
Your instructor has asked you to write a memo, which is the most common form of written communication in business. In order to perform this task
successfully, you should conform to general business standards of content, format, structure and language use. Regarding Content,
the first rule of writing a good memo is "Get to the point!" The second rule is "Know what your purpose is." Before you start writing, be sure that you
know what your "answer" is to the boss's or colleague's question. Don't include all your thinking in the memo. While several pages of thinking might get
written as you come up with the answer, the memo includes only the answer. Citations, financials, or justifications that must be available to the reader can
be added as appendices or written as a separate, formal report. The memo should include only those ideas that are required for the reader's action or
decision.
Format
This memo is an example of memo format. Note especially the routing information, the use of headings, and the single spaced block paragraphs. If your
memo looks like a memo, there's a better chance a business reader will take your ideas seriously. If you are working in a CBA lab, the easiest way to
duplicate the proper memo format is to use a template. (Select "new" from the File MENU and select the "memo" tab on the dialogue box.)
Structure
The typical memo is only 2 or 3 paragraphs and fits on one page. The first paragraph summarizes the gist of the whole memo, then the main points are
covered in the same order they were previewed. Again, this memo provides an example of the typical structure.
Language Use
A memo is often less formal than a letter, but should still be written with a businesslike tone. You can be friendly, but not cute. Your professional image
depends on perfect spelling and grammar, but you can usually get away with a few "down home" expressions. Edit for wordiness and get directly to the
point. Use language to communicate your ideas effectively and efficiently. (END)
cc: Your Instructor
Executive Summary or
Introduction
Headings/ routing
information
Special note
Start the Body / Body Headings
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12. Formatting a . . .
Business Report ?
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13. What is a “Business Report”?
• A business report is a technical report
designed to persuade readers.
• A written business report communicates
research findings, progress evaluations,
proposal plans, or other information regarding
a business practice, situation, or project.
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14. Why create Business Reports?
• In a global society, the ability to report findings and
develop expansion plans and propose solutions to
business-related problems gives company’s a
strategic advantage in world markets.
• Business reports, formal or informal, are technical
communications that support business by
persuading business leaders, employees, clients and
other business stakeholders.
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15. Regardless of what you write, Consider this
Triangle . . .
Subject
(the logic you will present
-- your topic or message)
Writer
(your ethics, morals,
skill set
and Plans to use
Your characteristics
to meet your purpose)
Audience
(the passions, interests, or
characteristics of the ones
you’re trying to persuade
and their characteristics)
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16. Formal Business Report Format
General Sections of a long Business Formal Report:
• Title Page
• List of Tables and Illustrations
• Letter of Transmittal
• Synopsis / Executive Summary / Abstract
• Table of Contents
• Introduction (required) (Header may start on this page)
• Methods of Research
• Findings / Analysis (Discussion)
• Conclusions
• Recommendations
• Appendix (Graphs and Tables)
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17. 7 Cs 0F Communication
• COMPLETENESS
• CONCISENESS
• CONSIDERATION
• CLARITY
• CONCRETENESS
• COURTESY
• CORRECTNESS
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18. COMPLETENESS
Business message is complete when it
contains all facts the reader or listener needs
for the reaction you desire.
As you strive for completeness, keep the
following guidelines in mind;
Provide all necessary information
Answer all questions asked
Give something extra when desirable
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19. COMPLETENESS
• Answer all questions that are asked
• Give something extra when desirable
• Check for five Ws & one H
– Who
– What
– When
– Where
– Why and
– How
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20. Provide All Necessary Information
Answering the five W’s helps make messages clear:
Who, What, When, Where, and Why.
Answer All Questions Asked
Look for questions: some may even appear buriedLook for questions: some may even appear buried
within a paragraph. Locate them and thenwithin a paragraph. Locate them and then
answer precisely.answer precisely.
Give Something Extra, When Desirable
Use your good judgment in offering additionalUse your good judgment in offering additional
material if the sender’s message wasmaterial if the sender’s message was
incomplete.incomplete. 20

21. Exercise-1
• You are the president of an industry association
and have received the following inquiry from an
out of town member:
“I think I would like to attend my first meeting
of the association, even though I am not
acquainted with your city. Will you please tell
me where the next meeting is being held?”
• How would you reply to this letter keeping in
mind Completeness of the message?
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22. CONCISENESS
1. Eliminate wordy expressions
2. Include only relevant statements
– be focused
– Shorten & avoid long explanations
– avoid gushing politeness
1. Avoid unnecessary repetitions
– use short forms the second time
– use pronouns
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23. Eliminate Wordy Expressions
Use single words in place of phrases. Even
Winston Churchill made extensive use of
simple, one syllable words.
Example
Wordy: At this time
Concise: Now
Wordy: Due to the fact that
Concise: Because
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24. CONCISE
• Due to the fact that
• Employed the use of
• Basic fundamentals
• Completely eliminate
• Alternative choices
• Actual experience
• Connected together
• Final result
• Prove conclusively
• In as few words as possible
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25. CONCISE
o Due to the fact that
o Employed the use of
o Basic fundamentals
Completely eliminate
o Alternative choices
o Actual experience
o Connected together
o Final result
o Prove conclusively
o In as few words as possible
o Because
o Used
o Fundamentals
o Eliminate
o Alternatives
o Experience
o Connected
o Result
o Prove
o Concisely
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26. Include Only Relevant Material
Wordy:Wordy: We hereby wish to let you knowWe hereby wish to let you know
thatthat our company is pleased withour company is pleased with
thethe confidence you have respondconfidence you have respond
in us.in us.
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27. • Concise:Concise: We appreciate your confidence.We appreciate your confidence.
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28. Exercise
• Find single word substitutes for the phrases:
 With regard to about
 Despite the fact that although
 At the present writing now
 Is of opinion that thinks
 In the first place first
 At a rapid rate fast
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29. Exercise
• Rewrite the following by omitting articles,
trite (worn out) expressions, wordy sentences
and repetitions:
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30. Exercise –contd.
• At this time I am writing to you to enclose the post paid
appointment for the purpose of arranging a convenient time
when we might get-together for a personal interview.
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31. Exercise –contd.
• Will you ship us sometime, any time during
the month of October , or even November if
you are rushed , for November will suit us just
as well , in fact a little bit better , 300 of the
regular three and a half inch blue arm bands
with white sewn letter in the middle .
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32. CONSIDERATION
Consideration means preparing every
message with the message receivers in mind;
try to put yourself in their place.
• You are considerate
• you do not lose your temper
• you do not accuse and you do not charge
them without facts
• the thoughtful consideration is also called
“you-attitude”.
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33. CONSIDERATION
• Focus on YOU instead of I & WE
• Show reader benefit & interest
• Emphasize on positive & pleasant
• Apply integrity & ethics
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34. Focus on “You” Instead of “I” or “We”
Using “you” does help project
a you-attitude. But overuse
can lead to a negative
reaction.
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35. Show Audience Benefit or Interest in the
Receiver
Reader may react positively when benefits are
shown them. Benefits must meet recipients:
– needs
– address their concerns, or
– offer them rewards
• Most important they must be perceived as
benefits by the receivers.
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36. Ex.- Write with a ‘you ‘ attitude , it shows
consideration
• I want to send my congratulations for --
(Congratulations to you….)
• We will ship soon the goods of your order---
• We pay eight percent interest on -----
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37. Ex -Avoid negative – unpleasant words to
show consideration
• It is impossible to open an account for you
today.
• When you travel on company expense, you will
not receive approval for first class fare.
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38. Ex : Show reader benefit or interest
• Because we have not written to you in
sometime , please help us bring our record by
filling and returning the other half of the card.
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39. CONCRETENESS
Communicating concretely means being specific,
definite, and vivid rather than vague and general.
Often it means using donatives (direct, explicit, often
dictionary based) rather than connotative words (ideas
or notions suggested by or associated with a word or
phrase)
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40. CONCRETENESS
• Use specific facts and figures
• Put action into words
• Choose vivid image building words by
comparison & figurative language
• Use more adjectives and adverbs
40

41. Use Specific Facts and Figures
It is desirable to be precise and concrete in both
written and oral business communication.
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42. Example
Vague, General,
Indefinite
• Student GMAT
scores are higher.
Concrete, Precise
• In 1996, the GMAT
scores averaged
600; by 1997 they
had risen to 610.
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43. Put Action in Your Verbs
Verbs can activate other words and help
make your sentences alive, more vigorous.
 Use active rather than passive verbs.
 Put action in your verbs rather than nouns
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44. Example
• Passive : The memo was sent by the manager
Active:
• Passive: The scientist discovered the formula.
Active:
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45. Choose Vivid, Image-Building Words
Business writing uses less figurative language
than does the world of fiction.
Bland Image
This is a long
letter.
More Vivid Images
This letter is three
times as long as
you said it would.
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46. Ex- Rewrite the following in concrete form
as the sentences are too general and
vague
• Our product has won several prizes.
• These brakes stop a car within a short
distance.
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47. Ex: Put action into the words by using active
instead of passive voice
• Tests were made by us.
• A full report will be sent to you by the
supervisor.
• Mr. Singh will give consideration to the
report…
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48. Ex : Use vivid image building words –
adjectives and adverbs , and use less of
abstract nouns
• The camera has a system that gives good
pictures.
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49. CLARITY
Getting the meaning from your head to the
head of your reader (accurately) is the
purpose of clarity.
Of course you know it is not simple. We all
carry around our own unique interpretations,
ideas, experiences associated with words.
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50. CLARITY
• Choose short , familiar & conversational
words
• Construct effective sentences and paragraphs
by unity of idea and sequencing
• Achieve appropriate readability by using
formal & informal language
• Include examples, illustrations & visual aids
50

51. Choose precise, concrete and familiar
words
Unfamiliar:
After our perusal of pertinent data, the
conclusion is that a lucrative market exists for the
subject property.
Familiar:
The data we studies show that your property is
profitable and in high demand.
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52. At the core of clarity is the sentences.
This grammatical statement, when clearly
expressed, moves thoughts within a
paragraph. Important characteristics to
consider are:
– Length
– Unity
– Coherence
– Emphasis
Construct Effective Sentences and
Paragraphs
52

53. Ex : Use simple words
• Subsequent later
• Accede agree
• Endeavour try
• Supersede replace
• Disclose show
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54. COURTESY
True courtesy involves being aware not only
of the perspective of others, but also their
feelings. Courtesy stems from a sincere you-
attitude.
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55. COURTESY
The following are suggestions for generating a
courteous tone;
•Be sincere , tactful, thoughtful and appreciative
•Omit expressions that hurt , irritate, or insult
•Grant apologies graciously
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56. Be Sincerely Tactful, Thoughtful, and
Appreciative
Though few people are intentionally abrupt or
blunt, these negative traits are a common cause
of discourtesy.
Tactless, Blunt More Tactful
Stupid letter; I can’t
understand any of it.
Clearly, you did not
read my latest fax.
It’s my
understanding…
Sometimes my
wording is not
precise; let me try
again 56

57. Use Expressions that Show Respect
No reader wants to receive message that
offend.
You are offending
You failed to
Contrary to your inference
Inexcusable
Simply nonsense
Skip IrritatingSkip Irritating ExpressionsExpressions
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58. Activity
• Bring courtesy in the following text:
Hey man, what’s this I hear about the good
news? You sure pulled a fast one this past
weekend-and then didn’t tell any of us about
it.
Give my regards to the little lady. And wish
her the best; she’ll need it.
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59. More courteous
Warm congratulations on your wedding!
Well, you certainly took us by surprise. In fact,
just a few of us even suspected you were
taking off to get married. But even though we
did not hear about it, we wish you the best.
Give our warm regards to your new partner.
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60. Choose Nondiscriminatory Expressions
Another requirement for courtesy is the use of
nondiscriminatory language that reflects
equal treatment of people regardless of
gender, race, ethnic origin, and physical
features.
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61. Sexist Terms: “Man” words
• Freshman
New student, Entering student
• Manpower
Workers, Employees
• Man-made
Constructed, Manufactured, Built
• Chairman
Chairperson, Chair
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62. Singular pronouns
• Anyone who comes to the class late will get
his grade reduced.
• Each manager has an assigned parking place.
He should park his car……….
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63. Names
• Treat each gender with respect.
Examples:
• Ted Aprill and Ruth
Ted and Ruth Aprill
• Mrs Aprill and Ted
Ms. Aprill and Mr. Aprill
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64. Titles
• Mr.
• Miss
• Mrs.
• Ms
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65. Ex : Show courtesy by avoiding tactless & blunt
language
• Your letter is not clear at all:
• Obviously, if you would read your policy
carefully you will be able to answer these
questions yourself.
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66. Ex : Use gender friendly substitutes
• The best man for the job
• Manpower
• Salesman
• Chairman
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67. CORRECTNESS
At the core of correctness is proper grammar,
punctuation, and spelling.
However a message may be perfect
grammatically and mechanically but still insult
or lose a customer.
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68. CORRECTNESS
• Use the right level of language
• Check accuracy of facts, figures and words
• Maintain acceptable writing mechanics
• Choose non discriminatory language
• Use parallel language
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69. The right level of language, accuracy, and
acceptable mechanics
• Select the right level of language for your communication
either formal or informal.
• Realize that formal language is most often used in business
communication.
• Check for correct figures, facts, and words.
• Apply the principles of accepted mechanics to your writing.
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70. Use the Right Level of Language
• Formal and Less Formal Language
More Formal Less Formal
Participate
Procure
Endeavor
Join
Get
Try
Check Accuracy of Figures, Facts, and
Words
A good check of data is to have another person
read and comment on the validity of the
material.. 70

71. Few tips for effective verbal
messages
• Be direct
• Consider your
audience
• Be clear
• Watch your non-
verbal signals
• Pay attention to the
receivers
• Repeat when needed
• Communicate bit by
bit
• Use varying
techniques
• Auditory/Visual/Kine
sthetic
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72. Summary
• What is Business writing?
• Types?
• 7 Cs of Communication
– COMPLETENESS
– CONCISENESS
– CONSIDERATION
– CLARITY
– CONCRETENESS
– COURTESY
– CORRECTNESS
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