Recap

Verbal Communication
Non verbal Communication
Paraverbal communication
Barriers in Communication
Verbal & Nonverbal Communication

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 7 Cs of
Communication

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First, What is Business
Writing?
Business Business
Writing
writing is
workplace
Workplace writing, which
Writing
is a form of
technical
Technical
Writing
writing.

3
Business Writing
is technical
communication
or technical
writing

4
 Workplace Writing
Workplace writing is generally persuasive 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
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 Some Types of Workplace
Writings
Business Letters Formal; An external communication

E-mail Informal; External correspondence written to

Transmissions business associates and internal
correspondence to personal friends
Memoranda/ Informal style of business letter; Internal
Memorandum 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
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information that supports a discussion
 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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 How to Create Effective
Technical or Workplace
1. Writings:
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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 Formatting a . . .

Business
Memo

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 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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 Memo Sample
College of Business Administration Business Communication


Memorandum Headings/ routing
To: CBA Students
information Executive Summary or
Introduction
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.
Start the Body / Body Headings
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)
Special note
cc: Your Instructor
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Formatting a . . .

Business
Report
?
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 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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 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 companys 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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 Regardless of what you write, Consider
this Triangle . . .

Writer Audience
(your ethics, morals,
(the passions, interests, or
skill set
and Plans to use characteristics of the ones

Your characteristics youre trying to persuade

to meet your purpose)
and their characteristics)

Subject
(the logic you will present
-- your topic or message) 15
 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) 16
 7 Cs 0F Communication
COMPLETENESS
CONCISENESS
CONSIDERATION
CLARITY
CONCRETENESS
COURTESY
CORRECTNESS

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 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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 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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 Provide All Necessary
Information
Answering the five Ws helps make messages
clear: Who, What, When, Where, and Why.

Answer All Questions Asked

Look for questions: some may even appear buried
within a paragraph. Locate them and then
answer precisely.
Give Something Extra, When
Desirable
Use your good judgment in offering additional
material if the senders message was
incomplete. 20
 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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 CONCISENESS
1. Eliminate wordy expressions
2. Include only relevant statements
be focused
Shorten & avoid long explanations
avoid gushing politeness
3. Avoid unnecessary repetitions
use short forms the second time
use pronouns

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 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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 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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 CONCISE
o Due to the fact that oBecause
o Employed the use of oUsed
o Basic fundamentals oFundamentals
Completely eliminate
oEliminate
o Alternative choices
o Actual experience
oAlternatives
o Connected together oExperience
o Final result oConnected
o Prove conclusively oResult
o In as few words as possible oProve
o Concisely

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 Include Only Relevant
Material

Wordy: We hereby wish to let you

know that our company is
pleased with the confidence you
have respond in us.

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 Concise: We appreciate your
confidence.

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 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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 Exercise
Rewrite the following by omitting
articles, trite (worn out) expressions,
wordy sentences and repetitions:

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 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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 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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 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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 CONSIDERATION
Focus on YOU instead of I & WE
Show reader benefit & interest
Emphasize on positive & pleasant
Apply integrity & ethics

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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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 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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 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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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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 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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 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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 CONCRETENESS

Use specific facts and figures

Put action into words
Choose vivid image building words
by comparison & figurative language
Use more adjectives and adverbs

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 Use Specific Facts and
Figures

It is desirable to be precise and concrete in both

written and oral business communication.

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 Example

Vague, Concrete,
General, Precise
Indefinite

In 1996, the
Student GMAT
GMAT scores
scores are
averaged 600;
higher.
by 1997 they
had risen to
610.
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 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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 Example
Passive : The memo was sent by the
manager
Active:
Passive: The scientist discovered the
formula.
Active:

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 Choose Vivid, Image-
Building Words
Business writing uses less figurative
language than does the world of fiction.

Bland Image More Vivid Images

This is a long This letter is three
letter. times as long as
you said it would.

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 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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 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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 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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 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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 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
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 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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Construct Effective Sentences
and Paragraphs

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
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 Ex : Use simple words
Subsequent later
Accede agree
Endeavour try
Supersede replace
Disclose show

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 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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 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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 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 cant Its my
understand any of it. understanding

Clearly, you did not Sometimes my

read my latest fax. wording is not
precise; let me try
again 56
Use Expressions that Show
Respect
No reader wants to receive message that offend.

Skip Irritating Expressions

You are offending
You failed to
Contrary to your inference
Inexcusable
Simply nonsense
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 Activity
Bring courtesy in the following text:

Hey man, whats this I hear about

the good news? You sure pulled a fast
one this past weekend-and then
didnt tell any of us about it.

Give my regards to the little lady.

And wish her the best; shell need it.
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 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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 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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 Sexist Terms: Man
words
Freshman
New student, Entering student
Manpower
Workers, Employees
Man-made
Constructed, Manufactured, Built
Chairman
Chairperson, Chair
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 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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 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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 Titles
Mr.
Miss
Mrs.
Ms

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 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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 Ex : Use gender friendly
substitutes

The best man for the job

Manpower
Salesman
Chairman

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 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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 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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 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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 Use the Right Level of
Language
Formal and Less Formal
Language
More Formal Less Formal
Participate Join
Procure Get
Endeavor 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
Few tips for effective
verbal messages
Be direct Pay attention to
Consider your the receivers
audience Repeat when
Be clear needed
Communicate bit
Watch your non- by bit
verbal signals Use varying
techniques
Auditory/Visual/Ki
nesthetic

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 Summary
What is Business writing?
Types?
7 Cs of Communication
COMPLETENESS
CONCISENESS
CONSIDERATION
CLARITY
CONCRETENESS
COURTESY
CORRECTNESS

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