COMM 6019-05 W2016 Module 3 Week 3

Advanced Professional CommunicationCOMM 6019-05 W2016Professor Kari TownsendModule 3 Week 3Topics: Memos (review), Business emails (review) and letters, Direct structure (review) and Indirect structure, Summarizing, paraphrasing and quoting sources, Email and Letter Assignment Reminder, Due Dates for Research proposal and Research report, Grammar and English language help

2012 McGraw-Hill Ryerson Ltd.

MEMOS, LETTERS and EMAIL

Review: MemosIn-house communications


Format: Memo HeaderTO:Mike SmithCC:Jane DoeFROM:Arthur Billings ABDATE:October 11, 2012SUBJECT:Memos

See Figure 7.3, page 151


MarginsStandard default it 1 all around

Some have 1.25 for left margin and 1 for the rest

Can alter to fit the memo on one page


JustificationLeft justify and ragged right as illustrated:

At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata sanctus est Lorem ipsum dolor sit amet. Consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua


Paragraph IndentationsGenerally not indented:

Consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata sanctus est Lorem ipsum dolor sit amet.


Line Spacing, Style, and TypeLine Spacing: Single-space, leaving one line between paragraphsFont: Times New Roman or Arial are standardType Size: Generally, 12 point type size, but no smaller than 10 and no larger than 14


Paper8.5 x 11 standard office paper

White or corporate stationary

Designated colour code for some organizations


Continuation pageName (to)Pagedate

Consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata sanctus est.


EndingMemos are not signed (i.e. no yours truly, John Doe or yours sincerely, Lee Wong)


Did you know?To use alphabetical lists when there is more than one specific primary audienceTO: Bob Brown, Ted Green and Susan ScottTo copy (CC) secondary audiencesTO: Bob Brown, Assistant ManagerCC: Linda Richards, Personnel OfficerThat memos are usually initialedFrom:Betty Grant BG


CHAPTER 7Business Letters pg. 149

Emails pg. 150

Memos pg. 151

REGARDING SPACINGNOTE: in Word click on No Spacing for formatting Memos & LettersNOT Normal or addresses, etc will appear double-spaced (not professional)


Review: Letters and MemosLetters messages to people outside your organization Memos messages to people within your organizationLO1


REMEMBER TO ASK YOURSELF FIVE QUESTIONS see Adapting Message to Audience, page 481. Whats at stake to whom?2. Should you send the message?3. What channel should you use?4. What should you say?5. How should you say it?

Recap: Analyzing and Anticipating: Audience, PurposeCopyright 2013 Nelson Education Ltd.

Copyright 2013 Nelson Education Ltd.


3 TYPES OF MESSAGESROUTINE MESSAGES Informative and Positive Messages

NEGATIVE MESSAGES

PERSUASIVE & SALES MESSAGES

1. ROUTINE MESSAGES (Chpt. 7)


Think/pair/share:What is a routine message?Give examples.

Positive answersTo requestsRoutine requests and ordersConfirmations


The Direct Structure

Grouping Ideas Into Patterns:

Direct for Receptive AudiencesCopyright 2013 by Nelson Education Ltd.


Direct PatternUse the direct pattern when you expect the reader to be pleased, mildly interested, or, at worst, neutral. Put your main point the purpose of your message in the first or second sentence. The direct pattern saves the readers time, sets a proper frame of mind, reduces frustration by frontloading the main idea.


Informative and Positive MessagesInformative messageExplain or tell readers somethingReaders reaction is neutralPositive messageReaders reaction is positive (good news!)

Both build good relationships between writer and reader.Neither message asks the reader to do anything.LO1


Direct Pattern for Routine Messagessummarize main pointProvide the clarification, details, and backgroundPresent negatives (if any) as positively as possibleExplain reader benefitsUse a forward looking, positive, and personal closing statement* Has YOU Attitude!LO3Main PointDetailsNegativesBenefitsGoodwill Close


A Look at 8 Types of Routine Messages p 159-165

SummariesConfirmationsFact SheetsNews Release

Thank YouCongratulationsAdjustmentsComplaintsLO6


Routine Messages 1. SummariesTo summarize a conversation:People present, Topic, Decisions, Actions

To summarize a document:Start with main pointGive supporting evidence or details

LO6


LO61. Give main point in companys point of view2. Provide umbrella paragraph list points3. Cover each point / support conclusions 4. Use lists/headings to clarify structureRoutine Messages 1. Summaries continuedTo summarize a visit with a client:


Routine Messages continued:2. Confirmations - Keep short, giving only the information spoken earlier; at start, note its a confirmation 3. Fact Sheets - Organized in various ways (depending on purpose, audience and topic):Question and answer Who, what, where, when, why, and how Step by step Chronologically

LO6


Routine Messages continued:4. News Release - Answers Who, What, Where, When, Why, How (announcements, product recalls, promotions, etc.); use a well-chosen attention-grabbing headline and lead paragraph 5. Thank You Notes Short, prompt, sincere6. Congratulatory Notes Specific, sincere, builds trust7. Adjustments Grant adjustment in first sentence; dont discus how/why decision made; give reason for mistake ONLY if it makes your organization look better

LO6


Routine Messages 8. ComplaintsDont: Use were busy

Say no

Say we cant

Say its our policyBecause:Focuses on you instead of customer when can you attend to customer?Is inflammatory offer alternativesIs inflammatory what can you offer?Focuses on you what alternatives are there?LO6

2. NEGATIVE MESSAGES (Chpt. 8)


How do you react to negative messages?

Examples:

LO1Think/pair/share:


The Indirect Structure

Grouping Ideas Into Patterns:

Indirect for Unreceptive AudiencesCopyright 2013 by Nelson Education Ltd.


Indirect PatternWhen you expect the audience to be uninterested, unwilling, displeased, or perhaps even hostile, the indirect pattern is more appropriate. In this pattern, you dont reveal the main idea until after you have offered explanation or evidence. This approach works well for bad news, persuasion, and sensitive news. The indirect pattern has these three benefits:Respects the feelings of the audienceFacilitates a fair hearingMinimizes a negative reaction


Negative Messages Primary PurposeTo give reader bad newsTo have receiver read, understand, and accept messageTo maintain readers goodwill

LO1


Parts of a Negative MessageLO3BufferReasonsNegativesAlternativesGoodwill Ending


Neutral or positive statementPrepares reader for negative news (eg. state facts or give history of events)Use a buffer when: Reader values harmonyBuffer serves another purpose (eg. states a general principle)

Clear, convincing reasons should precede negative news:To prepare reader for refusal/negative newsTo help reader accept refusal/negative newsAvoid saying you cant do somethingDont hide behind policy

LO3BufferReasons


Put negative message with reason to de-emphasizeImply dont state refusal if you canMake it crystal clearMake it the last message on the subject

LO3Negatives


Offers ways to get what reader wantsShows you care about readers needsReturns readers psychological freedom (freedom of choice)Allows you to end on positive note

If there is a good alternative refer to it in ending:Please let me know if you wish to pursue this option. The best endings look to the future

LO3AlternativesGoodwill Ending


Negative Messages - TONECheck carefully for positive emphasis and you focusShow requests/negative news is taken seriouslyConsider the appearance and timing of message

LO4


Tone continuedAvoid:Im afraid were unable

Im sorry we are unable

Im sure you will agree

UnfortunatelyLO4Because:Youre not afraid, empty phrase

You probably can, if youre sorry change the policy

Dont read the readers mind

Negative connotations


Think/pair/share:

When do you think it is important for organizations to apologize?

Give an example of a recent experience you had with an organization where you received or felt you deserved an apology.


To Apologize or NotWARNING!!! Do not apologize in the form of taking blame unless you have first obtained permission from your organizations legal counsel and/or communications group. This is VITAL because acknowledging blame on behalf of the organization could have serious legal repercussions for the company and/or you!

If you apologizeFollow EXACTLY the script you have been given by legal group or communications teamBe sincereBe briefAvoid being negativeExplain how errors will be corrected

LO5


Varieties of Negative Messages Refusals/RejectionsTo an external audienceTry to use a bufferBe specificPhrase refusal indirectly; de-emphasizeGive alternative if anyBe sure the reason cant backfire in another contextTo an internal audienceUse knowledge of culture, individual to craft reply

LO6

3. Review: SALES & PERSUASIVE MESSAGES (Chpt. 9)


Think/pair/share:

Are you more easily persuaded by:

An appeal to your values and beliefs (Pathos)An appeal to your logic (Logos)The credibility of the speaker/message (Ethos)


Purpose of Persuasive MessagesSeveral primary purposes:To motivate reader to read theMessageTo have reader actTo provide complete information so reader knows what to doTo overcome objections that may prevent or delay action

LO1


Analyzing a Persuasive SituationWhat do you want people to do?Anticipate any objections your audience could make.Determine the strength of your case.Determine the type of persuasion best for the organizations culture.

LO1


Persuasion & Direct RequestsUse a direct request when:When reader will do what you ask without resistanceSimply asks for what is neededDont include reader benefitsDont try to overcome objectionsBe direct and clear about what you wantLO2


Persuasion & Indirect (Problem-solving) RequestsUse indirect requests when:When audience may resist doing what you askWhen decision will be based more on logic than emotion

LO2


Pattern for an Indirect RequestFind common ground to get readers attention and create interestDefine the problem you share with reader (that the request will solve)Explain the solution to the problemShow that advantages outweigh negatives Summarize additional benefits of the solution and build emotional appealAsk for the action you want and motivate the action

LO2


Showing Positives Outweigh NegativesStrategies:LO2


Tone in Persuasive MessagesDepends on your relationship with the readerAvoid parental or preachy messagesLO2


Tone in Persuasive Messages continuedTone down requests to superiorsShow youre not taking yes for grantedLO2


Tone in Persuasive Messages continuedBe careful of tone in email messagesSubject line should be clear you are asking for something

Dont use email for requests requiring changes in culture, values, or lifestyle. These are major requests and require a different channelLO2


Organizing Sales MessagesAIDALO3Gain AttentionCreate InterestBuild DesireMotivate Action


provocative headlinestartling statementsFactsaudience benefitComplimentQuotationQuestionsummary of problem/actionStoriespoint of agreement

supporting argument in concrete and specific terms facts, figures, examples, expertsunderline benefitsappeal to fairness LO3Gain AttentionCreate Interest


while reducing resistanceimagine and anticipate scenariosunderline credibility cite testimonials and test results.

reinforce benefitsask for specific responsegive deadlines linked to incentives. LO3Build DesireMotivate Action


Strategy in Sales LettersBasic strategy satisfy needMake offer early in letter exact price laterTo make price palatable:Link price to benefitShow cost per day/month/yearAllow creditOffer guarantee

LO4

Recall The Power of Persuasion: The Don Draper Approach to the Direct Sales Pitch

http://www.criticalmediaproject.org/cml/media/mad-men-don-draper-sales-pitch/

Recall: Secrets from the Science of Persuasion

http://www.youtube.com/watch?v=cFdCzN7RYbw


APA CitationSee Chpt. 10, Figures 10.9 (p. 241), 10.10 and 10.11 (pp. 242-244)Attributing an idea, concept, or fact to its source in the body of your report

Dont forgetthe Fanshawe Librarians are here to help!

LO6


Go Here First


Go Here Next!


https://exowa.fanshawec.ca/exchweb/bin/redir.asp?URL=http://owl.english.purdue.edu/owl/resource/560/01/


Citations - BenefitsGives credit for intellectual debts Reinforces and supports your line of argument Adds credibility of supporting authorities Protects your reputation and reassures readers of your honesty Gives readers access to further sources on a particular topic Shows honestyLO6


Differences: Quoting, Paraphrasing & SummarizingQuotingThe sources expression is especially effective, vivid, or original.The source depends on specialized or technical terms.You want to dispute the terms of the sources argument.Integrate quotes into your own grammar or argumentMust cite

ParaphrasingRephrasing an argument/information in your words following the same structure as the sourceMust cite

SummarizingCondensing the sources information/arguments in your own wordsUse when you want to give the main idea without detailsLO6


Citing - TipsNo need to citeCommon knowledgeYour own observationsCommon knowledge datesFamiliar sayingsProverbial sayingsWhen in doubt, CITE!Bibliography means works cited AND works consulted

LO6

APA Documentation in Business Research Reportshttp://blog.efpsa.org


First, what is the difference between MLA and APA?

MLA = Modern Languages Association Generally used in English Literature EssaysAPA = American Psychological AssociationGenerally used in Business, Sciences, more technical writingAPA is required citation style for all COMM courses


The Unexciting Reasons for Documentation:It makes research easier and faster if you have to return to a source everything is consistent. It prevents you from duplicating your research.It gives others confidence in your research you went out and found credible sources.It shows you did not plagiarize! Woohoo! You have to for this assignmentand others in your future educational career paths.Why bother?


Environmental Awareness 9ReferencesBourette, S. (2002, March). Planespotting. Shift. Retrieved March 14, 2005, from Http://www.shift.com/content /10.1/53/1.html

Patterson, K. (2000). The water in between: A journey at sea. Toronto: Vintage.

Spearing, M. (2004, February). APA format. Library & information science: Citation guides for electronic documents. Retrieved October 31, 2010, from http://www.ifla.org/I/ training/citation/citing.htm

Things to Remember #1 References pageList entries alphabetically by the last name of the author (the first author, if there are multiple authors listed).


APA: WebsiteSpearing, M. (2004, February). APA format. Library & information science: Citation guides for electronic documents. Retrieved October 31, 2010, from http://www.ifla.org/I/training/citation/citing.htm

Last Name, First Initial. (Date the site was last updated). Page name. Website title. Retrieved Date you looked at the site, from URL


APA: Article in an Online JournalBourette, S. (2002, March). Planespotting. Shift. Retrieved March 14, 2005, from http://www.shift.com/content/10.1/53/1.htmlLast Name, First Initial. (Date of publication, Month of publication). Article name. Publication title. Retrieved Date you looked at the source, from URL


APA: BookPatterson, K. (2000). The water in between: A journey at sea. Toronto: Vintage. Last Name, First Initial. (Date of Publication). Book title: Subtitle. Publisher Location: Publisher.


APA: Lecture (PPT)Meahan, P. (2011, September 16). Metamorphosis. HUMA 3003. Lecture conducted from Fanshawe College, London, ON.


APA: All Together NowEnvironmental Awareness 9ReferencesBourette, S. (2002, March). Planespotting. Shift. Retrieved March 14, 2005, from Http://www.shift.com/content /10.1/53/1.html

Patterson, K. (2000). The water in between: A journey at sea. Toronto: Vintage.

Spearing, M. (2004, February). APA format. Library & information science: Citation guides for electronic documents. Retrieved October 31, 2010, from http://www.ifla.org/I/ training/citation/citing.htm


Things to Remember #2 Page Headers for References & BodyMLA (which you may have used in the past for citations) and APA use different headers: MLA = Last Name + Page Number (Smith 9) APA = (Key Word(s) from Article Title + Page Number (Environmental Awareness 9)


Smith 9Works CitedBourette, Sarah. Planespotting. Shift. Mar. 2002. Web. 15 Mar. 2005.

Patterson, Kevin. The Water In Between: A Journey at Sea. Toronto: Vintage, 2000. Print.

MLA example (for information only, to show you the difference from APA which you will use)


QUOTATIONSDirect Quotations MUST be copied accurately, word-for-word and they must be placed in quotation marks

APA recommends an AUTHOR/DATE style of citations-page # follows material

As Davis (1998) reports, smaller cars are the way of the future (p.26).


Short Quotations

If you are directly quoting from a work, you will need to include the author, year of publication, and the page number for the reference (preceded by "p.").

Introduce the quotation with a signal phrase that includes the author's last name followed by the date of publication in parentheses.

According to Jones (1998), "Students often had difficulty using APA style, especially when it was their first time" (p. 199). If the author is not named in a signal phrase, place the author's last name, the year of publication, and the page number in parentheses after the quotation.

She stated, "Students often had difficulty using APA style" (Jones, 1998, p. 199).


Long QuotationsPlace direct quotations longer than 40 words in a free-standing block of typewritten lines.

Indent the first line of any subsequent paragraph within the quotation 1/2 inch from the new margin.

Jones's (1998) study found the following: Students often had difficulty using APA style, especially when it was their first time citing sources. This difficulty could be attributed to the fact that many students failed to purchase a style manual or to ask their teacher for help. (p. 199)


Quotations (Unknown Author) Unknown Author: If the work does not have an author, cite the source by its title in the signal phrase or use the first word or two in the parentheses. Titles of books and reports are italicized or underlined; titles of articles, chapters, and web pages are in quotation marks.

A similar study was done of students learning to format research papers (Weight Watchers Diet," 2001).

Note: In the rare case the "Anonymous" is used for the author, treat it as the author's name (Anonymous, 2001). In the reference list, use the name Anonymous as the author.


Quotations (Electronic Sources)

If possible, cite an electronic document the same as any other document by using the author-date style.

Kenneth (2000) explained...

Unknown Author and Unknown Date: If no author or date is given, use the title in your signal phrase or the first word or two of the title in the parentheses and use the abbreviation "n.d." (for "no date").

Another study of students and research decisions discovered that students succeeded with tutoring ("Tutoring and APA," n.d.).


Quotations(Electronic Sources) continued

Sources Without Page NumbersWhen an electronic source lacks page numbers, you should try to include information that will help readers find the passage being cited.

When an electronic document has numbered paragraphs, use the symbol, or the abbreviation "para." followed by the paragraph number (Hall, 2001, 5) or (Hall, 2001, para. 5).

If the paragraphs are not numbered and the document includes headings, provide the appropriate heading and specify the paragraph under that heading.

According to Smith (1997), ... (Mind over Matter section, para. 6).


Quotations (Lecture Powerpoint)If you are directly quoting from a professors ppt, you will need to include the professor and year in class.

It is important to note that human creativity is sometimes seen as a great and terrible force (Meahan, 2011).


HELPFUL LINKSFrom Purdue OWL:http://owl.english.purdue.edu/owl/resource/560/01/

From Fanshawe Learning Centre:http://www.fanshawec.ca/sites/default/files/assets/the~learning~centre~-~tlc/apa1.pdf

From Fanshawe Library & Media Services Citation Help page:http://fanshawec.libguides.com/content.php?pid=192084&sid=1613390http://fanshawec.libguides.com/content.php?pid=192084&sid=1613390


Online Sources for CitationsYour friendly Librarians have created the following site for you:

http://fanshawec.libguides.com/content.php?pid=192084&sid=1613390http://fanshawec.libguides.com/content.php?pid=192084&sid=1613390


QUESTIONS!http://www.stu.ca/inkshed/nletta03/hunt.htm


Proposal for Research Report Projectssee Chapter 11 Writing Proposals and Reports, p. 250-278 ** Research Proposal (worth 5%) is due week of Module 7 ; Research Report (worth 25%) is due week of Module 12 **Introductory paragraphProblem FeasibilityAudienceTopics to investigate

Methods and proceduresQualificationsincludes facilities and resources availableWork scheduleCall to actionA proposal for a student report has these sections:


REPORT DUE DATESAs noted in the CIS, the short research proposal report is based on the research report. The research proposal report is due by 11:59pm on Friday, February 19 (Module 7). Per the CIS, report formatting and criteria will be discussed in Module 5. The Research Report is based on a current topic within your field (topic approval is required by professor) and it is due by 11:59pm on Friday, March 25 (Module 12). Please note: these reports are to be completed individually, however students may use the work conducted in their research reports for their group presentation.

QUESTIONS?

English Language Help

BUSINESS COMMUNICATION NOWAPPENDIX A: WRITING CORRECTLY p. 347GRAMMARLO1Define and explain the logic of grammar LO2Discuss how to identify and correct common punctuation errorsLO3 Explain the uses of punctuation within sentences

LO4 List uses of special punctuation marksLO5Distinguish words that are often confusedLO6Describe the proofreading process


FANSHAWE LEARNING CENTREMonday: 8:30 a.m. to 4:30 p.m. Tuesday & Wednesday: 8:30 a.m. to 7:30 p.m.Thursday: 8:30 a.m. to 4:30 p.m. Friday: 8:30 a.m. to 12 noon The Learning Centre is located in "A" building on the second floor in room number A2019.

*8By analyzing the purpose before beginning, writers can avoid backtracking and starting over. Most business messages do nothing more than inform. They explain procedures, announce meetings, answer questions, and transmit findings. Some messages are meant to persuade - sell products, convince managers, motivate employees, and win over customers. Identify the purpose by asking two important questions:Why am I sending this message?What do I hope to achieve?Page 82Copyright 2013 Nelson Education Ltd.*Use the direct pattern when you expect the reader to be pleased, mildly interested, or, at worst, neutral. Put your main point the purpose of your message in the first or second sentence. The direct pattern saves the readers time, sets a proper frame of mind, reduces frustration by frontloading the main idea. Page 108-109*Copyright 2013 Nelson Education Ltd.*When you expect the audience to be uninterested, unwilling, displeased, or perhaps even hostile, the indirect pattern is more appropriate. In this pattern, you dont reveal the main idea until after you have offered explanation or evidence. This approach works well for bad news, persuasion, and sensitive news. The indirect pattern has these three benefits:Respects the feelings of the audienceFacilitates a fair hearingMinimizes a negative reactionPage109*Copyright 2013 Nelson Education Ltd.*

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COMM 6019-05 W2016 Module 3 Week 3

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