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CHAPTER 5:BUSINESS COMMUNICATION
Creating and Delivering Messages that Matter
COMMUNICATION SKILLS:YOUR INVISIBLE ADVANTAGE
Noise - Any interference that causes the message you send to be different from the messageyour audience understands.
Communication Barriers -
Obstacles to effective communication.
Effective Communication – Happens when you transmit
meaning – relevant meaning- to your audience.
Blessing Faster Simpler Spelling/grammar checkers
Curse Faster Simpler Spelling/grammar checkers
ELECTRONIC WRITING
SPELLBOUND
I have a spelling checker,It came with my PC,It plainly marks four my revueMistakes I cannot sea.I’ve run this poem threw it,I’m sure your pleased too no,Its letter-perfect in it’s weigh,My checker tolled me sew.
Americans becoming dependent on computers for literacy Working vocabulary of average 14-year-old
dropped from 25,000 to 10,000 words over past 50 years
Determine best uses of technology Software skills Attachments to be shared via e-mail How far to trust technology
ELECTRONIC WRITING
COMMUNICATION BARRIERS: THAT’S NOT WHAT I MEANT
Physical barriers
Language barriers
Body language barriers
Perceptual barriers
Organizational barriers
Cultural barriers
INTERCULTURAL COMMUNICATION
As globalization gains speed, intercultural
communication will become increasingly pivotal to long-
term business success
NON-VERBAL COMMUNICATION: BEYOND THE WORDS
Reinforce the meaning of your message.
Eye contact Tone of voice Facial expressions Gestures and
posture
ACTIVE LISTENING: THE GREAT DIVIDER
Hourly Employee 30%
Manager 60%
Executive 75%
Top Salesman 75%
% of time spent listening:
““
“Lying is done with words and
also with silence”- Adrienne Rich
CHOOSE THE RIGHT CHANNEL: A RICH ARRAY OF OPTIONS
Consider the audience - it’s not about you!
Communication Channels –
Figuring out the right way to send a message.The number of options is
growing…
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Avoid impersonal writing, such as e-mail and notes, for “heavy” messages.
Deliver “bombs” in person, if possible… The Atlanta Journal-Constitution is reporting that
RadioShack has notified 400 workers by e-mail that they are being laid off. The e-mail stated, 'The work force reduction notification is currently in progress. Unfortunately your position is one that has been eliminated.'
Or use formal communications such as letters and memos.
IT’S A MATCHING GAME
COMMUNICATION CHANNELS: LEVELS OF RICHNESS VARY
Memos/Reports Very Low. No information from toneor body language.
E-Mail Very Low. No information beyondwords.
Instant Message Very Low. Very few words lead tobasic communication.
Voice Mail Low. The audience gains tone butno body language.
Telephone ConversationModerate. The audience benefitsfrom changes in your tone.
Videoconferencing High. Conveys richness similar to in-person communication.
In-Person PresentationHigh. Audience experiencesall elements of message.
Face-Face Meeting Very High. Audience experiencesfull message most directly.
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In emotional situations ...
REMEMBER
The more emotional the message, the more personal the medium High emotion: In person (assess & adapt) Medium emotion: Handwritten letter (careful
choice of words, paper, ink) Low emotion: Typed letter (careful choice of
words, paper, formatting) STOP and THINK before communicating
TIPS FOR EXCELLENT EMAIL
Consider both your primary and secondary readers. Keep it short. Don’t forget to proofread. Use standard writing. Avoid attachments. Don’t assume privacy. Avoid anything nearing “off-color” E-mail belongs to your employer! Respond promptly to e-mails. Assume the best. Create a compelling subject line. Think before you write, and think again before
you send!
TRIVIA QUIZ
What report gets better reaction:
3-page or 10-page?
ANSWER
It depends.
AccuracyOrganization
Maximum meat/Minimum fatAttention to detail
ANSWERWhat’s preferred in business writing?
TRIVIA QUIZ
PICK THE RIGHT WORDS: ANALYZE YOUR AUDIENCE
Expectations What kind of language do most people use in
the organization? Education
What vocabulary should you use? How complex should you make the message?
Profession Are there professional acronyms and jargon
that can impact your message?
Know audiences’ preferences Professors/boss preferences
Be adaptable Time issues Stress issues
Use reference materials
BUSINESS WRITING TIPS
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Recommended for Neeley students
Franklin Covey’s
Style Guide For Business and Technical Communication
BUSINESS WRITING STYLE
PICK THE RIGHT WORDS: BE CONCISE
Be clear and concise
But include all required information
“I will spend an hour editing an eight word sentence into five”
- Jerry Seinfield
REMEMBER
On the written page, being clear and concise is more important
than being impressive, brilliant,literary, or academic.
PICK THE RIGHT WORDS: AVOID SLANG
Do not alienate yourself by using slang in
written or verbal communication.
WRITING SCHEDULE
Establish absolute deadlinesMeet deadlines on scheduleWork backwards from project due-
date to set working due-dates
THINK IN REVERSE
Finalized document due on ________ Proofreading due on ________Final draft due on ________Editing #2 due on ________Revision due on ________Editing #1 due on ________Rewrite due on ________First draft due on ________
WHY IS DRAFTING SO HARD?
We don’t write the way we speakFIRST DRAFT
Center on subject and substance DON’T worry about editing and proofing—yet BUT, don’t neglect editing and proofing or you
get the OOPS factor …
Fyrst, lern ta spel!
“OOPS!” FACTOR
Suppose attendance will drop?
“OOPS!” FACTOR
So much for the secret.
“OOPS!” FACTOR
New product offering?
“OOPS!” FACTOR
Talk about oxymorons!
“OOPS!” FACTOR
Care to check in?
“OOPS!” FACTOR
Writing should be this clear.
PICTURE LESSONS
PICTURE LESSONS
Consider readers’ perspectivesPlan aheadEdit carefullyProofread carefullyHave someone else read it
PICK THE RIGHT WORDS: AVOID BIAS
Gender Bias Age Bias Race, Ethnicity and Nationality Bias Use Active Voice Where Possible
Active Voice – the subject of your verb is doing the action
Passive Voice – the subject of your sentence is not doing the action described by the verb
ACTIVE VOICE In sentences written in active voice, the subject
performs the action expressed in the verb; the subject acts.
PASSIVE VOICE In sentences written in passive voice, the subject
receives the action expressed in the verb; the subject is acted upon. The agent performing the action may appear in a "by the . . ."
JUST PLAIN ENGLISH
Has the capability to
Utilize
In the event that
Provided that
Approximately
Can
Use
If
If
About
Be clear and direct when choosing your words:
Close Proximity Near
Transmit Send
SAME MESSAGE, DIFFERENT APPROACH
If your recipient will feel positive or neutral:
Begin with your bottom line
If your recipient will feel negative about
your message:Start with the rationale
and follow with your bottom line
WRITE HIGH-IMPACT MESSAGES: BREAKING THROUGH THE CLUTTER
Strike the right tone Don’t make grammar
goofs Use block paragraphs Use headings and
bulleted lists
WRITING: STRIKE THE RIGHT TONE
Use common words in most situations use versus utilize
Use active voice We made a mistake versus A mistake was made
Use personal pronouns whenever appropriate I, you
Use contractions as often as you would when speaking I’ll, don’t, here’s
WRITING: DON’T MAKE GRAMMAR GOOFS
It is OK to end a sentence with a preposition when doing so sounds natural Where is this book from? is much better than From
where is this book?
It is OK to begin sentences with “And” or “But” Most teens enjoy videogames with a moderate
level of violence. But a small, vocal minority strongly advocates a more clean-cut approach
It is OK to split infinitives Try to effectively film the next scene is a perfectly
acceptable sentence
WRITING: USE BLOCK PARAGRAPHS
Standard Business Writing Use single spacing Double space between paragraphs Do not indent the first sentence of your
paragraphs
WRITING: USE HEADINGS AND BULLETED LISTS
Headings Not a title, but subject label Effective even in short documents
Bulleted List Engage your readers Direct their attention
EXECUTIVE SUMMARYEssential for readers who don’t have the time,
interest or need to read the entire document
Most important part of document Last piece of document created VERY short Introduction/body/conclusion Enough detail to reflect content Concise and complete enough (even if full
document never is read)
EXECUTIVE SUMMARY
Comprehensive restatement of … Purpose Scope Conclusions
Results Recommendations
No new information Use transitional words/phrases Follow organization of document Do not refer to document’s …
Tables Figures Appendices References Other explanatory materials
EXECUTIVE SUMMARY
WHY IS EDITING SO HARD?
We don’t write the way we speak.Most business writing is too verbose.Focus on content and meaning
Facts/analysis/recommendationsNumbers and chartsStructure and organizationSentence/phrase interpretationConsistency
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EDITING PRACTICE
Short-term planning is foremost in the prioritization of the planning loop.Writing Coach’s suggested
change:
Short-term planning comes first.
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It is recommended that a legal action against a foreign company for the profit under contention would not be a wise move.
Writing Coach’s suggested change:
Suing a foreign company for this amount of money is unwise.
EDITING PRACTICE
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It is Sabrina’s proposal for the adoption of the employee profile software by the personnel department. This software provides assistance in the selection of new employees.
EDITING PRACTICE
Writing Coach’s suggested change:
Sabrina proposes that the personnel department adopt employee profile software for new-employee selection.
52
PROOFREADING
Focus on format and usage Appearance on page Spelling, grammar, typographical errors
Electronic checks (be careful!)Physical check of printed copy
Usage errorsLanguage confusionCapitalization and punctuation
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Pay special attention to headings, topic sentences of paragraphs, visuals,
captions
Practice!Check every capitalization, punctuation, word division, number, chart, etc.
Read aloud to slow down and catch more grammar/sense flaws
PROOFREADING TIPS
WHY IS PROOFING SO HARD?
Read in unison…Aoccdrnig to rscheearch at Cmabrigde Uinervtisy, it deosn't mttaer in waht oredr the ltteers in a wrod are, the olny iprmoetnt tihng is taht the frist and lsat ltteer be at the rghit pclae. The rset can be a total mses and you can sitll raed it wouthit porbelm. Tihs is bcuseae the huamn mnid deos not raed ervey lteter by istlef, but the wrod as a wlohe.
55
PROOFREADING PRACTICE
Writing Coach’s suggested change:
The nurse and her#patient discussed the patient’s plans for the future.
The nurse and herpatient discussed her plans for the future.
56
PROOFREADING PRACTICE
Writing Coach’s suggested change:
Don enjoys chemistry and always wanted to be a chemist.
Don enjoys chemistry and he has always wanted to be a chemist.
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PROOFREADING PRACTICE
Writing Coach’s suggested change:
In the land of Nod, no one wears clothes.
In the land of Nod no one wears cloths.
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PROOFREADING PRACTICE
Writing Coach’s suggested change:
Due to extenuating circumstances, the judge decided to dismiss the charges.
Due to incriminating circumstances, the judge decided to dismiss the charges.
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PROOFREADING PRACTICE
Writing Coach’s suggested change:
The tourism industry is becoming saturated, and should not grow at its past rate.
The tourism industry is becoming saturated, and should not grow at it’s past rate.
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PROOFREADING PRACTICE
Writing Coach’s suggested change:
I have been wronged by so many of my so-called friends.
I have been wrong by so many of my so called friends.
AND NOW, THE LAST WORD…
Every time you write, at every phase (drafting/editing/proofreading), consider:
– Purpose of the communication– Medium and its effects– Possible audience interpretations
HOW EMBARRASSING!