Business CommunicationLetters and Email                          1
We will talk about…   Effective Writing   PAIBOC   Letters   Covering Letters and Resumes   Agendas, Meeting Minutes...
Correspondence Costs Money1    Dartnell Institute, 10-minute message        $13.60        $20.52 Plan, compose, revise...
Making Messages EffectiveClearCompleteCorrectSave reader’s timeBuild good will                               4
Complaint Letters Nursery – Plants worth $572 Dry and wilted. One came out by the  roots when I took it out of the box....
Response 1After ruling out problems in transit, I discovered that yourorder was packed by a new worker who didn’t understa...
Response 2Sorry we screwed up that order. Sending plants across country isa risky business. Some of them just can’t take t...
Response 3…it isn’t our fault. The box clearly says “Open and waterimmediately.” …If you pull by the leaves, you will pull...
Response 4Your letter of the 5th has come to the attention of the undersigned.According to your letter, your invoice #4742...
Response 5You’ll get a replacementshipment of the perennials youordered next week.Your plants are wateredcarefully before ...
PAIBOCPurposeAudiencesInformationBenefitsObjectionsContext                       11
Audiences   Writer   Initial audience   Gatekeeper   Primary audience   Secondary audience   Watchdog audience      ...
Communicate across Cultures Gender Race and ethnicity Regional and national  origin Social class Religion Age Sexua...
Bias-free Communication   Managers and their wives will…   Managers and their spouses will…   Manpower – Personnel   M...
Gender Bias Plural nouns and pronouns   Supervisors must…their departments. Use you.   You must work for your deparmen...
Bias in Pictures                   16
Letter Contents Reference, Date, Address, Salutation,  Subject (B/A), Body, Complimentary Close,  Enclosures Dear Glenn:...
Formats for Letters and Memos Open and closed punctuation   Avoid full stops at end of addresses   Avoid in abbreviatio...
Tips Use Templates One line letters are accepted                                  19
Covering Letters Brief   3 paragraphs, bullets                               Tip: Focus on                             ...
Resumé or Curriculum Vitae Name, Field, Address, Contact Details Objective, Education, Experience,  Languages, Personal,...
Resumé Tips Two pages maximum.   Less important details on 2nd page. Highlight strengths, not weaknesses.   Job hopper...
Meeting Agenda Time and place Whether each item is presented for  information, for discussion, or for a  decision       ...
Minutes of the Meeting Decisions Reached Action Items Open Issues                              24
Emails   Minutes a day - average worker?   49 minutes   Hours a day - top managers?   4 hours   Formats are still evo...
Subject Be specific, concise, and catchy.        28 characters     Will Attend 3 pm Meeting EOM     Travel Plans for S...
Body of the Email   Brief   Important points at the top   Bullets and numbering   Emphasize (NOT)   HTML (letterhead)...
Mailing Lists   Your boss could be reading!   Posts are archived.   Avoid using company email address.   Avoid convers...
Netiquette Never flame. Use FULL CAPS only to emphasize a  word or two. Send messages on a need basis. Recipient’s wor...
FAQ and CE Questions   Resumes -- how long? 1 or 2 pages. Maximum of    say 5 pages.   To justify or not? Common Error...
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Business communication ppt @ bec doms genral

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Business communication ppt @ bec doms genral

  1. 1. Business CommunicationLetters and Email 1
  2. 2. We will talk about… Effective Writing PAIBOC Letters Covering Letters and Resumes Agendas, Meeting Minutes Email FAQ and CE 2
  3. 3. Correspondence Costs Money1 Dartnell Institute, 10-minute message  $13.60  $20.52 Plan, compose, revise 1-page letter  54 minutes Average Proposal (engg firm)  $500,000  $1,000,000 Rwitgin wastes time and damages relationships. 3
  4. 4. Making Messages EffectiveClearCompleteCorrectSave reader’s timeBuild good will 4
  5. 5. Complaint Letters Nursery – Plants worth $572 Dry and wilted. One came out by the roots when I took it out of the box. Please send me a replacement shipment immediately 5
  6. 6. Response 1After ruling out problems in transit, I discovered that yourorder was packed by a new worker who didn’t understand theneed to water plants thoroughly before they are shipped. Wehave fired the worker, so you can be assured that this will nothappen again.Although it will cost our company several hundred dollars, wewill send you a replacement shipment.Let me know if the new shipment arrives safely. We trust thatyou will not complain again. 6
  7. 7. Response 2Sorry we screwed up that order. Sending plants across country isa risky business. Some of them just can’t take the strain. (Somedays I can’t take the strain myself!) We’ll credit your account for$572. 7
  8. 8. Response 3…it isn’t our fault. The box clearly says “Open and waterimmediately.” …If you pull by the leaves, you will pull the rootsout. Always lift by the stem. Since you don’t know how to handleplants, I’m sending you a copy of our brochure, “How to Care forYour Plants.” Please read it carefully… …to avoiddisappointments in the future.We look forward to your future orders. 8
  9. 9. Response 4Your letter of the 5th has come to the attention of the undersigned.According to your letter, your invoice #47420 arrived inunsatisfactory condition. Please be advised that it is our policy tomake adjustments as per the Terms and Conditions…“…make an exception on your order receipt…furnish us detailedwritten information as to any damage.”… you must comply with our terms and see that the necessarydocuments reach the undersigned by the close of the businessday on the 20th of the month. 9
  10. 10. Response 5You’ll get a replacementshipment of the perennials youordered next week.Your plants are wateredcarefully before shipment andpacked in specially designedcardboard containers. But if theweather is unusually warm, or ifthe truck is delayed, small rootsmay dry out. Perhaps, thishappened with your plants.The violas, digitalis, aquilegiasand hostas you ordered arelong-blooming perennials thatwill get even prettier each year. 10Enjoy your garden.
  11. 11. PAIBOCPurposeAudiencesInformationBenefitsObjectionsContext 11
  12. 12. Audiences Writer Initial audience Gatekeeper Primary audience Secondary audience Watchdog audience 12
  13. 13. Communicate across Cultures Gender Race and ethnicity Regional and national origin Social class Religion Age Sexual orientation Physical ability 13
  14. 14. Bias-free Communication Managers and their wives will… Managers and their spouses will… Manpower – Personnel Manhours – Hours or working hours Manning – Staffing Workman – Worker, employee, writer Chairman – Chair, chairperson 14
  15. 15. Gender Bias Plural nouns and pronouns  Supervisors must…their departments. Use you.  You must work for your deparment. Substitute with article or revise sentence  Supervisor...time sheet for the department.  The nurse will fill out the accident report. 15
  16. 16. Bias in Pictures 16
  17. 17. Letter Contents Reference, Date, Address, Salutation, Subject (B/A), Body, Complimentary Close, Enclosures Dear Glenn: or Dear Mr Helms: Sincerely, and Cordially, Open (Dear Glenn) and Closed (Dear Glenn:) Second Page – Reader’s Name, Date, Page Number 17
  18. 18. Formats for Letters and Memos Open and closed punctuation  Avoid full stops at end of addresses  Avoid in abbreviations (am/pm) Block and Modified Block  Date  Signature  Subject Line – Optional and Rare 18
  19. 19. Tips Use Templates One line letters are accepted 19
  20. 20. Covering Letters Brief  3 paragraphs, bullets Tip: Focus on Do not plead.  Major requirements  Differentiators Research  Web, friends, colleagues 20
  21. 21. Resumé or Curriculum Vitae Name, Field, Address, Contact Details Objective, Education, Experience, Languages, Personal, References  Reverse chronological order Personal details – Age, marital status, children (US laws on discrimination) 21
  22. 22. Resumé Tips Two pages maximum.  Less important details on 2nd page. Highlight strengths, not weaknesses.  Job hoppers -- period Create for each company. Use templates – but enhance them. 22
  23. 23. Meeting Agenda Time and place Whether each item is presented for information, for discussion, or for a decision 23
  24. 24. Minutes of the Meeting Decisions Reached Action Items Open Issues 24
  25. 25. Emails Minutes a day - average worker? 49 minutes Hours a day - top managers? 4 hours Formats are still evolving What % felt misunderstood (2000)? 51% (tone) 25
  26. 26. Subject Be specific, concise, and catchy.  28 characters  Will Attend 3 pm Meeting EOM  Travel Plans for Sales Meeting  Your Funding Request Approved  ASAP, BTW, FYI, IMHO, TMOT  Smileys  26
  27. 27. Body of the Email Brief Important points at the top Bullets and numbering Emphasize (NOT) HTML (letterhead) All rules of good writing 27
  28. 28. Mailing Lists Your boss could be reading! Posts are archived. Avoid using company email address. Avoid conversations (one liners). Do not rush to lists. 28
  29. 29. Netiquette Never flame. Use FULL CAPS only to emphasize a word or two. Send messages on a need basis. Recipient’s work practice (one long or several short messages) Quote briefly (B/A) while replying. Attachments 29
  30. 30. FAQ and CE Questions  Resumes -- how long? 1 or 2 pages. Maximum of say 5 pages.  To justify or not? Common Errors  Spelling  Grammar and punctuaion  Clichés – This is with reference to..  Passport details 30
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