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3.  Three-step writing process
 Communication Process Model
 Ways that social media are changing the nature of business
communication
 Ethics
 Ethical Dilemma
 Ethical Lapse
 Writing Meeting Agenda
 Writing Minutes of the Meeting
 Types of Listening
 The Listening Process
 Overcoming Barriers to Effective Listening
 Direct and Indirect Business Letters
 Persuasive Writing

4.  Short answers
 Matching
 Multiple choice
 Choosing the approach
 Ordering
 A short letter writing

5. 1. Plan
2. Write
3. Complete
It helps us create more effective messages because it
helps us focus on what our audience needs to get from a
message, and it saves us time by reducing the amount of
reworking that can happen when someone starts writing
without clear goals or organization in mind.

6. Bovee, C., & Thill, John. (2012). Business Communication Essentials (5th Ed.). Upper Saddle River, N.J: Prentice Hall
1. Sender
has an idea
2. Sender
encodes the
idea in a
message
3. Sender
produces the
message in a
medium
4. Sender
transmits
message
through a
channel
5. Audience
receives the
message
6.
Audience
decodes
the
message
7. Audience
responds to
the
message
8. Audience
provides
feedback to
the sender

7. Bovee, C., & Thill, John. (2012). Business Communication Essentials (5th Ed.). Upper Saddle River, N.J: Prentice Hall
Business Communication 1.0
Tendencies
Business Communication 2.0
Tendencies
• Publication
• Lecture
• Intrusion
• Unidirectional
• One to many
• Control
• Low message frequency
• Few channels
• Information hoarding
• Static
• Hierarchical
• Structured
• Isolation
• Planned
• Isolated
• Conversation
• Discussion
• Permission
• Bidirectional, multidirectional
• One to one, many to many
• Influence
• High message frequency
• Many channels
• Information sharing
• Dynamic
• Egalitarian
• Amorphous
• Collaboration
• Reactive
• Responsive

8.  Social media have given customers and other
stakeholders
 a voice they did not have in the past by giving them the
tools to gather information from multiple sources, to
respond to companies and other organizations, and to
initiate conversations in marketplace.

9.  avoids deception and provides the
information audiences need.
 Includes all relevant information that is true in
every sense and does not violate the rights of
others.
Bovee, C., & Thill, John. (2012). Business Communication Essentials (5th Ed.). Upper Saddle River,
N.J: Prentice Hall

10.  Plagiarizing
 Omitting essential information
 Selectively misquoting
 Distorting statistics or visuals
 Failing to respect privacy or information
security needs
Bovee, C., & Thill, John. (2012). Business Communication Essentials (5th Ed.). Upper Saddle
River, N.J: Prentice Hall

11.  involves choosing alternatives that aren’t clear-cut
- e.g. Employees generally want higher wages and more benefits, but
investors who have risked their money in the company want management to
keep costs low so that profits are strong enough to drive up the stock price.
 Both sides have a valid position; neither one is ‘right’ or
‘wrong’.
Ethical Lapse
 is clearly unethical and frequently illegal choice
- e.g. Homebuyers in an Orlando, Florida, housing development were
sold houses wihtout being told that the area was once a U.S. Army firing range
and that live bombs are still buried in multiple locations around the
neighborhood.

12.  Replying to a request
 Asking for recommendations
 Making claims and requesting adjustments
 Providing recommendations and references
 Announcing good news
 Fostering goodwill

13.  Orders and requests
 Proposals and recommendations
 Sales and fund-raising letters
 Job application letters
 Reports, if they recommend action
 Efforts to change people, such as collection letters,
criticisms or performance appraisals, public
services ads, etc.

14.  For direct requests, use the request, the topic, or a question
Subject: Request for Updated Software
Do We Need an Additional Training Session in
October?
 For problem-solving messages, use a directed subject line
or a reader benefit
Subject: A Proposal to Change the Formula for Calculating
Retiree’s Benefits
Arguments for Expanding the Marysville Plant

15.  In direct requests, start with the request.
 In a problem-solving message, start with the
problem you share.

16. 1. Assessing Audience needs
2. Analyzing your competition
3. Determining Key Selling Points and Benefits
4. Anticipating Purchase Objections
5. Creating a Persuasive Appeal

17. Getting Attention – use a wide range of techniques to attract
audience’s attention:
 A strong product feature or benefit
 A piece of genuine news
 A personal appeal to the reader’s emotions and values
 The promise of insider information
 The promise of savings
 A sample of demonstration of the product
 A solution to a problem.
A I D A model

18. - expand on and support the promises in your
attention-getting opening

19.  Add details and audience benefits to increase
desire for the product or service.
 Use strong, colorful language without overdoing it
to keep readers interested.

20.  Persuade the reader to take the preferred action
 Put a deadline on the offer, or simply remind members
that the sooner they order the sooner they’ll be able
to enjoy the product’s benefits.
 Make the task of responding as simple as possible.

21. • credible (adj.): believable, trustworthy
• credibility (n.): integrity, reliability
• incredulous (adj.): unbelievable, unreliable
A business proposal must have multiple credible
sources as your opposition will attempt to
destroy your credibility and prove your
statements incredulous.

23.  Write objectives
 Establish date and location
 Detail time allotments
 Distribute memo at least two days before

25. Top 5 reasons for meeting minutes
1. To record those who attended the meeting,
2. To record significant discussions taking place during
the meeting,
3. To record any decisions made
4. To follow-up actions to be taken
5. To be distributed to all individuals who attended the
meeting.

26.  tables
 bar charts
 pie charts
 line graphs
 flowcharts
 organization charts

27.  Yes! The visual must match the kind of story.
 Use tables when the reader needs to be able to
identify exact values.

28. ◦ To compare a part to the whole, use a pie chart.
◦ Line graph is used to show trends over time or the
relationship between two variables.
◦ Bar charts are useful in a variety of situations: to compare
one item to another, to compare items over time, and to show
correlations.
◦ Flowchart illustrates a sequence of events from start to finish;
it is indispensable when illustrating processes, procedures,
and sequential relationships.

29. What visuals would make it easiest to see in each of the following stories?
Why?
1. Canada buys 20% of U.S Exports.
2. Undergraduate enrollment rises, but graduate enrollment declines.
3. Open communication ranks number one in reasons to take a job.
4. The production of paper
5. Women and men’s life expectancy
6. The Percentage of expatriates in Singapore’s population
7. Exact number of population growth per state.
8. The rise of imported products (clothing, foods, etc.) in Malaysia in 2010.
9. The inclining number of tourists coming to Malaysia from 2000-2011.

30. 1. Informational reports
2. Analytical reports
3. Proposals
 Offer data, facts, feedback, and other types of information, without analysis
or recommendations
 Offer both information and analysis and can also include recommendations
 Present persuasive recommendations to internal or external audiences,
often involving investments or purchases
Bovee, C., & Thill, John. (2012). Business Communication Essentials (5th Ed.). Upper Saddle River, N.J: Prentice Hall

31.  Focusing on conclusions
 Focusing on recommendations
 Focusing on logical arguments/indirect

32. When you’re addressing a receptive audience
This structure communicates the main idea of the best
choice/alternative given but does present some risks.
Solid evidences then follow.
Example:
I. Introduction
II. Conclusion
III. Support the conclusion with evidence
IV. Support the conclusion with evidence
V. Complete the report by highlighting areas that still need
improvement
VI. Summary

33. When readers want to know what you think they should
do
This approach is best when our readers want to know
what they ought to do in a given situation whether a
problem or an opportunity.
I. Establish the need for action in the introduction by describing the
problem or opportunity
II. Introduce the benefits that can be achieved if the recommendation
is adopted, along with any potential risks.
III. List the steps (recommendations) required to achieve the benefit,
using action verbs for emphasis
IV. Explain each step more fully, giving details on procedures, costs, and
benefits; if necessary also explain how risks can be minimized.
V. Summarize your recommendations
Focusing on Recommendations

34.  This is the best approach if we use a number of criteria
to decide which option to select from two or more
possibilities. When readers are potentially skeptical,
consider using the indirect approach to logically build
toward your conclusion or recommendation.
 Demonstrate everything that adds up to your
conclusion and use a number of criteria to decide
which option to select from two or more possibilities.

35. 1. In which area in Australia should Starbucks expand its
branches to take advantage of its larger research
budget?
2. What are the causes of the decrease in enrollment of XYZ
University and how can this problem be avoided in the
future?
3. There has been an issue of excessive use of ink and
papers in printing and photocopying classroom
materials. Should ABC University make use of wireless
facilities to reduce the costs associated with using
printers and papers despite the fact that there maybe
some risks in running a paperless university?