Business Communication
Written Communication
Stages of Writing Process
Organizing and Composing messages
Writing Effective Email messages
Writing goodwill, good and bad messages
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Business Communication
Learning to write is learning to think
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Written Communication
Business Communication
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Written messages allow more control, mechanical efficiency and convenience for both sender and receiver
Written messages are your best choice when -
You are communicating a routine matterYou are worried about urgency or ambiguity You need or want a document recorded.Your communicating complex and / or numerical informationYou want to give your receiver time to deal with the message at his or her convenience
Written Communication
Business Communication
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Advantages
Ready Reference.
Legal Defence.
Promotes Uniformity.
Mass Access.
Suitable for Distance
Communication.
Image Building.
Accurate and Unambiguous.
Permanent in Nature.
Permits Substitutions and
Revisions.
Disadvantages
Limited to literate world.
Time Consuming.
Lot of paper work.
Needs expertise in expression.
Lack of immediate feedback.
Costly than oral communication.
More man hours needed.
No immediate clarification.
Business Communication
Draft an outline at the beginning by proper planning.
Focus on the audience, purpose, topic and desired outcome.
Structure the Introduction, Body and Conclusion in a systematic and logical order.
Focus on each paragraph. Understand the reader’s perception. Avoid grammatical mistakes. Use proper vocabulary, punctuations, commas,
colons and semi-colons.
Tips for effective Written Communication
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Business Communication
Avoid using slang language. Avoid using “you” while making any criticism. Always start with a positive phrase. Always write the name of the company and the
person correctly. Keep sentences short, clear and concise. Avoid repetition and too many irrelevant details. Elaborate on the technical language and jargons
used. Effectively use the charts, graphs, diagrams and
pictures.
Tips for effective Written Communication
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Business Communication
Never express your anger, frustration, irritation and aggression in written communication.
Proof read the document before sending. Use proper communication channel. Get a proper feedback. Continuously update yourself to improve
written skills.
Tips for effective Written Communication
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Business Communication
1. Identify your purpose2. Analyze your audience3. Choose your ideas4. Collect data to support your
ideas5. Organize your message
5 step writing process
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Business Communication
1. Identify your purpose
Is it informational? Is it persuasive? Are you trying to negotiate a
contract/deal?
All messages have a “relational “purpose.
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Business Communication2. Analyze your audience
Your message has to be seen from the receiver’s point of view.
Be sensitive to your audience needs with a “you” attitude.
• To help us process this order, we must ask for another copy of the requisition.
• So that your order can be filled promptly, please send another copy of the requisition.
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Business Communication3. Choose your idea
Ideas depend on the type of message, the situation, and the cultural context(national and international).
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Business Communication
Know company policies, procedures, product details, customer details etc.
4. Collect your data
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Business Communication
5. Organize your message
Outline your message Prepare a draft Different approaches for different
cultures.
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Business Communication
Basic Organizational Plans
For letters and memos, you can choose one of the four organizational plans
Direct – Request Good news Bad news Persuasive – request plan
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Business Communication
Direct – Request Good news
Bad news Persuasive – request plan
Use the Direct – Request plan when the purpose is to make a request that requires less persuasion.Use the Good news plan to grant requests, announce favorable information.
Direct approach (begin with main idea)
Indirect approach (states main idea later)
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Organizing and composing messages
Business Communication
Indirect Approach When you expect resistance to your
message, such as in a bad-news message or a persuasive request.
You should not present the main idea in the first paragraph.
Begin with a pleasant, neutral statement, then give an explanation before you introduce the idea.(“Porch”)
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Business CommunicationGood News
When your message is favorable or neutral, you can use the good-news plan.
•Best news or main idea•Middle – Explanation, all necessary details, educational information, resale, Sales promotion.•Positive, friendly ending, motivation to action, willingness to help further, appreciation.
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Business Communication
Bad News
A bad-news message varies from a good-news message in tone, structure, and information. In bad-news messages it is important that your tone be appropriate.
Put yourself in the reader’s place.
Show confidence in the reader
Single people out when you praise them, put them in a
group when you criticize them.
Be courteous and shield the reader’s pride.
Talk with, not down to, the reader.
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Business Communication
Bad NewsStructure the message
Buffer Explanation and analysis of circumstancesFriendly, positive close
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BufferBuffers should be neutral in tone: avoid misleading the reader into thinking the news is good.
Explanation and AnalysisExplanation are often crucial to the effectiveness of a negative message.
Business Communication
Bad News
Friendly, Positive close
• Endings should be positive, with reader friendly
requests, assurances, and reader benefits.
• Invite future patronage, cooperation,
suggestions or compliances
• Express continued interest, service and offer
assurances.
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Business Communication
Bad News
Honesty, tactfulness and caution are necessary when
responding to a request for a recommendation for a
person about whom you have unfavorable information.
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When you have made a mistake, it is often best to admit your error in the beginning of your message.
Letters of resignation should include a reason, appreciation for people you are leaving, and a cordial ending.
Negative replies to requests
Business CommunicationTips for Email writing
Objectives To effectively write an email pertaining to the
purpose/ subject of the mail
Understand the nuances of writing a good mail Write mails that are concise but precise Comprehend the rules of writing e-mails
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Business Communication
Write a meaningful subject line
The receiver scans the subject line in order to decide whether to open, forward, file, or trash a message.
Tips for Email writing
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Business Communication
Subject: [Blank] This could come across as arrogant, or at the very
least, thoughtless.
Subject: "10 confirmed for Friday... will we need a larger room?"
Upon reading this revised, informative subject line, the recipient immediately starts thinking about the size of the room, not about whether it will be worth it to open the e-mail.
Tips for Email writing
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Business Communication
Subject: "Important! Read Immediately!!“ What is important to you may not be important to
your reader. Write an informative headline that actually communicates at least the core of what you feel is so important: "Emergency: All Cars in the Lower Lot Will Be Towed in 1 Hour.“
Subject: "Follow-up about Friday“ Fractionally better -- provided that the recipient
remembers why a follow-up was necessary.
Tips for Email writing
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Business Communication
Subject: "That file you requested."
If you're confident your recipient will recognize your e-mail address, and really is expecting a file from you, then this would be fine.
Tips for Email writing
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Business Communication
Keep the message focused and readable Avoid fancy typefaces. Don't depend upon bold
font or large size to add nuances. Avoid attachments that are too large or too many. Use standard capitalization. • All-caps comes across as shouting, and no caps
invokes the image of a laziness. Regardless of your intention, people will respond accordingly.
Proofread • If you are asking someone else to do work for
your work take the time to make your message look professional.
Tips for Email writing
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Business Communication
Don't assume privacy Don't send anything over e-mail that you wouldn't want
posted -- with your name attached -- in the break room. E-mail is not secure.
Identify yourself clearly
Be kind -- don't flame – Just don't hit "Send" while you're still angry.
Tips for Email writing
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Business Communication
Respond Promptly If you want to appear professional and courteous, make yourself available to your online correspondents.
Show Respect and Restraint Be tolerant of other people's etiquette blunders.
Distinguish between formal and informal situationsAlways know the situation, and write accordingly.
Tips for Email writing
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Business Communication
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Thank you