Business Communication:
Upcoming SlideShare
Loading in...5
×
 

Business Communication:

on

  • 925 views

 

Statistics

Views

Total Views
925
Views on SlideShare
925
Embed Views
0

Actions

Likes
0
Downloads
22
Comments
0

0 Embeds 0

No embeds

Accessibility

Categories

Upload Details

Uploaded via as Adobe PDF

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

Business Communication: Business Communication: Document Transcript

  • Business Communication: Letters, Memos, E-mail Angelos Anastassopoulos University of Windsor 85-118 Professional Development 19 October 2004 85-118 Professional Development – Business Communication – 1 Business Communication… why? Why? ! To communicate ideas ! To get work done ! Collaboration cannot always be face-to-face What is at stake? ! In industry, 20-40% of your time will be writing ! Career advancement ! People judge by communication skills ! Many engineers do project management 85-118 Professional Development – Business Communication – 2
  • Planning, Conversational Tone ! Plan your writing… regardless of the medium (letter, memo, e-mail) … OUTLINE ! Letters, memo, e-mail require more “conversational tone” " Different from technical report / Tutorial #1 (minimize third-person, passive voice) " 1st person, active voice e.g., I am writing you to request a meeting to discuss possible applications for our automotive safety systems. 85-118 Professional Development – Business Communication – 3 Means of Business Communication Telephone E-mail Memo Letter LEAST MORE FORMAL FORMAL 85-118 Professional Development – Business Communication – 4
  • EXERCISE: Telephone? E-mail? Memo? Letter? 1. Requesting vacation time from your boss. 2. Inviting a potential client to a tour of your company’s engineering facilities. 3. Suggestion that you and your friend at the office go for pizza lunch this Friday. 4. As an engineering manager, informing all of the engineers working for you of the company’s new dress code. 85-118 Professional Development – Business Communication – 5 Letters 85-118 Professional Development – Business Communication – 6
  • Letters ! Not “dead”! Still used and needed! ! When to use? " External (out-of-house) professional communications e.g., to clients, to suppliers, to lawyers, to media… " Action required/requested from recipient " Permanent record of communication (legal record) 85-118 Professional Development – Business Communication – 7 Letter Formats ! Two main formats: 1. Block # Variations: ! Semi-block ! Alternative block ! Simplified 2. Traditional ! Typically, use “block format” 85-118 Professional Development – Business Communication – 8
  • Karen Otter, Vice President HEADING Renfrew Manufacturing Company 1239 Spruce Road Renfrew, ON N7T 3W5 DATE February 25, 2003 Linda Kerr, Manager The Home Depot Canada 655 Sydney SUBJECT LINE Windsor, ON INSIDE ADDRESS N8X 5C4 Subject: Styroclad insulation re-shipment Dear Ms. Kerr: SALUTATION I received your letter of February 20 concerning the incorrect shipment of 1-1/2 inch thick Styroclad. The correct shipment of 1 inch thick Styroclad will arrive before the weekend. We apologize for the error that occurred because of a material routing problem BODY that occurred in our delivery system; the error forced us to change our usual production schedule, resulting in packaging problems. To resolve the problem, of we have sent two trucks to Windsor, one to quickly reload the incorrect shipment COMPLIMENTARY and another to bring your shipment of 1 inch Styroclad. LETTER CLOSE & SIGNATURE I appreciate your patience in these circumstances. Please phone me at my personal number (613-882-9957) if you need further assistance. Sincerely, K.Otter BLOCK LETTER Karen Otter END FORMAT KO/aa NOTATIONS Encl.: Invoice, Styroclad product catalogue Cc: P. Hull, Finance Karen Otter, Vice President HEADING Renfrew Manufacturing Company 1239 Spruce Road Renfrew, ON N7T 3W5 DATE February 25, 2003 INSIDE ADDRESS Linda Kerr, Manager The Home Depot Canada 655 Sydney SUBJECT LINE Windsor, ON N8X 5C4 SALUTATION Subject: Styroclad insulation re-shipment Dear Ms. Kerr: I received your letter of February 20 concerning the incorrect shipment of 1- BODY 1/2 inch thick Styroclad. The correct shipment of 1 inch thick Styroclad will arrive before the weekend. of COMPLIMENTARY We apologize for the error that occurred because of a material routing LETTER problem that occurred in our delivery system; the error forced us to change our CLOSE & SIGNATURE usual production schedule, resulting in packaging problems. To resolve the problem, we have sent two trucks to Windsor, one to quickly reload the incorrect shipment and another to bring your shipment of 1 inch Styroclad. I appreciate your patience in these circumstances. Please phone me at my TRADITIONAL personal number (613-882-9957) if you need further assistance. Sincerely, LETTER K.Otter Karen Otter END FORMAT KO/aa Encl.: Invoice, Styroclad product catalogue NOTATIONS Cc: P. Hull, Finance
  • Writing Tips: Letters Salutation Body of Letter ! Not overly-flattering ! Intro: get to the point $ Dear most esteemed Sir: ! Body: 1 point / paragraph, % Dear Sir: clarity (headings, lists) % Dear Mr. Muggs: ! Concluding paragraph: action requested of recipient ! Ms or Mrs? $ Mrs Complimentary close % Ms ! Polite and respectful but not overly-gracious or “bowing” ! Comma or Colon (, :) ? , Personal letter $ With greatest respect and admiration, : Business letter % Sincerely, 85-118 Professional Development – Business Communication – 11 Memos 85-118 Professional Development – Business Communication – 12
  • Memos ! When to use? " Internal (in-house) professional communications e.g., information to an entire department, posting for office bulletin board, … " Action required from multiple recipients e.g., a whole department ! Permanent record of communication (legal record) ! Note: " 1 memo = memorandum " > 1 memo / memos = memoranda 85-118 Professional Development – Business Communication – 13 IDENTIFYING INFO / TO: Engineering Consultants, Technical Writers MEMO HEADER FROM: DATE: Mr. D. Williams, Manager September 30, 2004 SUBJECT: Virus detection / security software for home users SUBJECT LINE Staff working from home under the new Flexible Office program will now have easy access to new virus detection and security software. Many staff use computers with slower processors and modems, which has discouraged some from downloading the new software from the company Web Site. To solve this difficulty, disk or CD copies with new versions of SAFETY ZONE will be made available to staff as they are released. The following outlines each staff member’s responsibility for installing the software. Please make it routine to install an updated version of SAFETY ZONE when you receive a disk in your mail slot. The Flexible Office agreement requires staff to spend one day at the central office per two-week period and to check their mail regularly. BODY To install the program in Windows 95/98, click the start button, click on the “run” option, type a:setup (for disk copy) or d:setup (for CD) in the text window and of then click OK. The installation will proceed automatically and takes about 5 minutes. Installing the program in MacOS X is much easier. MEMO Viruses represent a threat to the extensive collection of unique client data you use in your daily work. Our small but innovative engineering firm depends on the security of this information to remain competitive. Therefore I am seeking your commitment to a regular program of software updating. My hope is that the disk copies will reduce substantially the amount of time required to perform this necessary task. Daniel MEMO
  • Writing Tips: Memos Subject line ! Summarize the memo in one sentence / phrase ! Be specific $ CAD problems. % Problems with on-line submissions of CAD work requests. Body of Memo ! Introductory paragraph = get to the point ! Short paragraphs ! Headings, lists for clarity ! Concluding paragraph = action requested of recipient 85-118 Professional Development – Business Communication – 15 E-mail 85-118 Professional Development – Business Communication – 16
  • E-mail ! Most common means of business communication: “average employee spends nearly an hour a day handling e-mail chores. For managers… closer to two hours a day.” - McFedries (2003) ! When to use? " Internal and external " Ongoing discussion of projects ! Increasingly, legal record… write carefully! 85-118 Professional Development – Business Communication – 17 Sample E-mail 85-118 Professional Development – Business Communication – 18
  • E-mail “Top 10 Tips” 1. Informality… careful! ! sarcasm, humour (watch tone) ! Emoticons :-) ! IM shortforms e.g., cu l8r, IMO 2. Brevity & organization for skimmers % Short paragraphs % Important information first % Headings, lists 3. Specific subject lines 4. What do you want reader to do? % Highlighting, emphasis e.g., bold italic underline 85-118 Professional Development – Business Communication – 19 E-mail “Top 10 Tips” … 5. Email etiquette ! ALL CAPS IS ‘YELLING’! 6. Use a signature block 7. Organized inbox % Use filing % Automated “rules” % Keep & file what you send 8. Respond in timely fashion 9. Security issues, encryption 10. Think before you hit “SEND” % Proof-read for spelling, tone, content ! “REPLY ALL” (use judiciously) 85-118 Professional Development – Business Communication – 20
  • TUTORIAL #3 ! Write an e-mail for the following scenario: You have a legitimate reason to miss a materials lab taught by Dr. Bowers. Write Dr. Bowers an e-mail that explains your situation and requests a way to make-up the lab that you will be missing. ! Bring a typed draft to the tutorial (2 copies). ! Website: http://web2.uwindsor.ca/courses/bondy2/index.html 85-118 Professional Development – Business Communication – 21 The End 85-118 Professional Development – Business Communication – 22