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8/10/2019 Chapter 6 Excellence in Business Communication
http://slidepdf.com/reader/full/chapter-6-excellence-in-business-communication 1/46
471.122005 Winter 8
Business Communication
Providence College471.12
Winter 2005Bruce Duggan
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8a
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Presentations
Intel
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Exercises
Pg 160
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Document 6A
The move to our new offices will take place over this comingweekend. For everything to run smooth, everyone will haveto clean out their own desk and pack up the contents inboxes that will be provided. You will need to take everything
off the walls too, and please pack it along with the boxes.If you have a lot of personal belongings, you should bringthem home with you. Likewise with anything valuable. I donot mean to infer that items will be stolen, irregardless it isbetter to be safe than sorry.
On Monday, we will be unpacking, putting things away, andthen get back to work. The least amount of disruption isanticipated by us, if everyone does their part Hopefully,there will be no negative affects on production schedules,and current deadlines will be met.
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Document 6A
We will be moving on the weekend. Could everyone onFriday clean out their work space and wall space into boxesprovided.
All personal items should be taken with you during the move.The company is not responsible for lost or stolen items.
On Monday we will be unpacking, settling in and returning toprojects at the new building. Production and deadlinesshould be unaffected by the move. To run smoothly we need
you to do your part.
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Document 6B
• ?
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Document 6C
For delicious, air-popped popcorn, please read the followinginstructions: the popper is designed to pop 120 mL ofpopcorn kernels…
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Document 6C
Directions:
1. Prior to first use wash chute and measuring cup inwarm soapy water.
2. Preheat the chamber for two minutes with chute inposition.
3. Turn off popper before adding kernels.
4. Do not add more than 120mL of popcorn kernels.
5. Let popcorn machine run till most of the kernels are
popped.6. For additional batches, more kernels may be added
after the first batch is finished.
Most batches make between 3.4 and 4.5 litres.
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Document 6C
Precautions:
1. Do not leave the popper unattended while plugged in.
2. Do not use if the cord is damaged.
3. Do not touch the popper while it is hot.4. Do not use if the popper is not working properly.
5. Do not add ingredients such as oil, shortening, butter,margarine or salt to the popping chamber.
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Document 6C
Cleaning Instructions:
1. Using a soapy dishcloth, wipe the base of the popperand dry. Do not immerse the popper in water.
2. Wash chute/measuring cup in warm soapy water.
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Document 6-3 a, b, c
• ?
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8b
Active & Passive Voices
Evaluations
Exercises
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Writing: Indirect
Bad news
Opening either: - neutral point
- explanation
Body main point
Close end on positive note
―cordial but firm‖
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Writing: Indirect
Due to a lack of incremental progress in ouroverseas markets, it is necessary to derecruit allworkers with less than one year’s seniority. As a
result, your redundancy will begin in six weeks.
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Writing: Persuasion Messages
Opening capture attention
benefits
Body
build interest
create desire to agree
then >> main idea
Close request action
Text says:
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Writing
Active Voice• This contract has problems.
Passive Voice
• There are problems with this contract.
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Writing
Active Voice• This contract has problems.
• You lost the shipment.
Passive Voice
• There are problems with this contract.• The shipment was lost.
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Writing
Active Voice• This contract has problems.
• You lost the shipment.• We have agreed that our priority is sales.
Passive Voice
• There are problems with this contract.• The shipment was lost.
• It has been agreed that our priority is sales.
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Writing
Active Voice• makes clear
• takes responsibility
If in doubt, be active.
Passive Voice
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Writing
Active Voice• makes clear
• takes responsibility
If in doubt, be active.
Passive Voice
To avoid placing blame.
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Writing
Active Voice• makes clear
• takes responsibility
If in doubt, be active.
Passive Voice
To avoid placing blame.
To be impersonal?
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Writing
Active Voice
This contract has problems
Passive Voice There are problems with this contract.
Use active voice except to avoid
making accusations, attributingcredit or blame, and when usingpersonal pronouns.
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And Now For The News…
Writing good news messages
ch 7
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Good News
Good news for the recipient
Good for the organization?
Who cares?
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Good News
Opening main idea
Body necessary details
Close either: - repeat good news
- ask for action
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Opening
I am pleased to informyou that afterdeliberating the matter
carefully, our humanresources committeehas recommended youfor appointment as staff
accountant.
Congratulations! You’vebeen selected to joinour firm as a staff
accountant, beginningMarch 20.
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Body
Everything the reader needs to know
We were impressed by your background and
education —and particularly by the commitment youhave shown in previous jobs.
The starting salary is $36,000 per year, plus benefits. Iwill e-mail you a draft contract tomorrow.
You indicated in the interview that you could start rightaway. I’d like to have you start this Monday. Come seeme at 9 am. I will introduce you to your co-workersand set you up in your office.
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Close
A cordial ending
• Next action
• Restate main pointCan be somewhat more personal
I’m looking forward to having you join our company.
Call me if you need a few more days before you beginwork. Otherwise, I’ll see you Monday.
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Respond to Complaint
Yes
• Good news
Even if not good news for your company
No
• Bad news
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Respond to Complaint
Does fault matter?
• If company responsible
• If 3rd
party responsible• If customer responsible
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Respond to Complaint
• Company responsible
Specific News
Apology
Steps
Thank-you
pg 181
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Respond to Complaint
• 3rd party responsible
Honour claim
Honour claim w explanation
Refer to 3rd party
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Respond to Complaint
• 3rd party responsible
Honour claim
Simple, cleanHonour claim w explanation
Tricky but sometimes OK
Refer to 3rd party Almost always a bad plan
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Respond to Complaint
• customer responsible
Refuse claim
Honour claim
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Respond to Complaint
• customer responsible
Refuse claim
Why is this a good choice?Honour claim
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Respond to Complaint
• customer responsible
Refuse claim
Why is this a good choice?Honour claim
How do you point out their mistake?
• Vague repeat?• Specific insult?
pg 182
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EvaluationsTeam name
Your name
members
Preparation
Attendance
Quality of contribution
Follow-through
above average = 3 average = 2 below average = 1
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Exercises
6 & 7
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Exercise 6b
Enclosed is the manuscript for your book,Careers in Woolgathering . After perusingthe first two chapters, I concluded that
the subject matter – handicrafts andartwork using wool fibres – does notcoincide with the publishing program ofCaribou Press. To date, Caribou Press
has only issued business works.
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6b
Although our firm is currently unable toconsider you work, I have recorded somecomments. I think that feedback can
improve a writer’s authorial skills.I suggest you secure an appointment withan editor at the Red River Press inWinnipeg, who may be interested in the
nature of your work.Wishing you the best of luck in your literaryendeavours.
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Document 6A
We are moving to our new building this weekend.
Please clean out your work space and wall space into theboxes provided. This must be done by Friday.
Take all important personal items home before the move.The company cannot be not responsible for items lost ordamaged during the move.
On Monday we will be unpacking, settling in, and returningto projects at the new building. Production and deadlines
should be unaffected by the move.
a meet ng to scuss r
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a meet ng to scuss r.Mactavish's conduct.d.
Competiters were pleasedwhen company sold assets.e.the President's expectationsfor stock dividends increasedwhen financial evidence was
presented
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