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Ccs written communication skills


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Ccs written communication skills

  1. 1. WrittenCommunication By- Anuj Singh Hemant Sharma Lokesh Khandelwal Kapil Dev Aggarwal Swati Sharma
  2. 2. Flow of the presentation• Communication• Essence of Communication• Way of Communication• Written Communication• Advantage and Disadvantage of Written Communication• Way of written communication• Business Writing-Circular and Memos, Writing Business Letter, Complaint Letter, Response Letter• Resume Writing- Formats• Email Etiquettes-Rules and Need• Report Writing• Message Writing and Types
  4. 4. Communication Essence Personal process Occurs between people Involves change in behavior Means to influence others Expression of thoughts and emotions through words & actions. Tools for controlling and motivating people. It is a social and emotional process
  5. 5. Ways of Communication Written Word
  6. 6. Written Communication Written communication is essential for preparing worthy promotional materials for business development. Effective writing involves careful choice of words, their organization in correct order in sentences formation as well as cohesive composition of sentences Entails transmission of message in black and white. Consists of diagrams, pictures, graphs, etc. Reports, policies, rules, orders, instructions, agreements, etc. It provides a long-lasting record of communication for future.
  7. 7. Written communication Advantage Disadvantage It ensures transmission of information in • It is costly and time consuming. uniform manner. • It becomes difficult to maintain privacy It provides a permanent record of about written communication. communication for future reference. • It is rigid and doesn‟t provide any scope It is an idealistic way of conveying long for making changes for inaccuracies that Messages might have crept in. It ensures little risk of unauthorized • It is very formal and lacks personal touch. alteration in the message. • It involves so many formalities. It tends to be comprehensive, obvious and accurate. • It may be represented in a different way by different people. It can be quoted as legal evidence in case of any disputes
  8. 8. Ways of written communication Business proposal writing Circular and Memos Business writing Business Letter Way of written communication Resume Writing Complaint Letter Email Writing Response Letter Message Writing Report Writing
  9. 9. Business Writing
  10. 10. Stages of effective business writing
  11. 11. 7 C’s of Effective Business Communication Clarity Courtesy Completeness Consideration Conciseness Concreteness Correctness
  12. 12. Business proposal writing Why do we write proposals?  The whole idea of technical proposal writing is to communicate facts, data and ideas as effectively as possible.  Effectively means that the reader will be able to understand.  Then this information is used to convince the audience to implement the proposal idea. Organizing for proposal writing
  13. 13. Part of a Business proposal
  14. 14. Circulars and memos Circular  A written communication addressed to a circle of persons, customers etc.  May cover a notice, advertisement etc.  Process of sending circulars is known as circularizing  Circulars are means of sending specific, subject- related instructions Memos  Memo is a shorter form of the word Memorandum  It is a note to help the memory or a record of events, for future use or records  Can also be described as an informal letter without signature . However, it has become common practice these days to sign a memo
  15. 15. Writing Business letters• How to write a business letter?
  16. 16. Complaint letter(use letter headed paper showing home/business address and phone number)Name and address (for example to a service manager)DateDear (Name)Subject: Outstanding service problem - contract ref (number)Your engineer (name if appropriate) called for the third time in the past ten days to repair our (machineand model) at the above address, and I am still without a working machine.He was unable to carry out the repair once more because the spare part (type/description/ref) wasagain not compatible. (I attach copies of the service visit reports.)Your engineers have been excellent as always, but without the correct parts they cant do the jobrequired.Can I ask that you look into this to ensure that the next service visit, arranged for (date), resolves thematter.Please telephone me to let me know how youd like to deal with this.When the matter is resolved Id be grateful for a suitable refund of some of my service contract costs. Igreatly appreciate your help.Yours sincerelysignatureP Agarwal
  17. 17. Response letterName and addressDateReferenceDear.........I am writing with reference to (situation or complaint) of (date).Firstly I apologise for the inconvenience/distress/problems created by our error/failure.We take great care to ensure that important matters such as this are properly managed/processed/implemented,although due to (give reason - be careful as to how much detail you provide - generally you need onlyoutline the reason broadly), so on this occasion an acceptable standard has clearly not been met/we haveclearly not succeeded in meeting your expectations.In light of this, we have decided to (solution or offer), which we hope will be acceptable to you, and hopeAlso that this will provide a basis for continuing our relationship/your continued custom.I will call you soon to check that this meets with your approval/Please contact me should you have any furthercause for concern.Yours SincerelySignatureRamcharan Das
  18. 18. Resume Writing
  19. 19. What is a Resume?A marketing tool  Your first tool for building a career  The first impression a prospective employer has of you  A selling tool that allows you to highlight to an employer how you can contribute to the companyRequest for an interview  Purpose of the resume is to get you an interview  Must capture the reader‟s interest and attention  Must convince the employer that you have the ability to fill their positionYour “big picture”  A snapshot of what you believe are your most important experiences and qualifications
  20. 20. Resume Formats - Chronological Highlight your work experience in reverse chronological order Be sure to not leave gaps The most widely used format for working professionals Cut off
  21. 21. Resume Formats - Functional Highlight specific skills for which the market has high demand Seldom used by new graduates Frequently used to change jobs or careers Again, cut off
  22. 22. Resume Formats - Combinational Highlight specific work experience Highlight marketable skills Use reverse chronological order The best resume style for most college students I would prefer bullets
  23. 23. Good Examples
  24. 24. Email etiquettes
  25. 25. Why do we need email etiquette Professionalism:By using proper email language your organization will convey aprofessional image. Efficiency: emails that get to the point are much more effective than poorly worded emails. Protection from liability:awareness of email risks willProtect your organizationfrom costly law suits.
  26. 26. RULES Be concise and to the point. Answer all questions. Use proper spelling, grammar & punctuation Make it personal Do not attach unnecessary files Do not write in CAPITALS Use proper structure and Layout. Use a meaningful subject Read the email before you send it. Take care with abbreviations and emotional icons. Avoid using URGENT and IMPORTANT.
  27. 27. Subject Line, CC, BCCSubject Line- Should give reference to message Only 5-6 words Example- Communication presentations-JIMJ/Room 104-13- 01-2012-11:40 AMCCBCC
  28. 28. Good email example
  30. 30. Characteristics of Report Writing Reports from individual(expert)to client or employee to employer generally in letter form Individual report in first person (I or we) Report is brief, clear and convincing To be concluded(ended) with opinion and recommendations of writer Informative Should contain relevant information required by client
  31. 31. Characteristics of Report Writing Must be objective Must be factual Must be cleat correct and direct Must help reader to get quickly what is required. Simple and concrete language Use of Index, well labeled diagrams, charts graphs, good summaries necessary.
  32. 32. Structure of a report Title Page  Findings Table of Contents  Limitations Introduction  Conclusions and Recommendations Executive Overview  Appendix Methodology  Presentation of Data
  33. 33. Structure of a reportIntroduction  This section introduces the reader to the research project or subject.  Gives the background, importance and various dimensions of the problem.  Must mention if any previous research done related to the projectMethodology  Describes nature of research design, sampling, data source, data collection, method and data analysis procedure.  Here enough information for easy understanding should be given. If technical terms used must be explained in Appendix given in the end.
  34. 34. Structure of a reportFindings  This section displays the researchers result in the study.  Contains statistical data and also tells and explains the result.  Liberal use of tables, graphics charts etc. must be done.Limitations  Every project has some weaknesses or limitations.  These must be clearly mentioned in a concise manner.  A competent researcher never hides the drawbacks but brings to the notice for improvement.
  35. 35. Structure of a reportCONCLUSIONS AND RECOMMENDATIONS  Should be drawn with direct ref. to the objectives of the study  Specific conclusion should be given for each objective  Recommendation requires considerable knowledge of complete picture, including resources of firm, alternative course of action etc.
  36. 36. Message WritingBefore you type anything into a newmessage, have explicit answers for twoquestions:- Why am I writing this? What exactly do I want the result of this message to be?
  37. 37. Type of Message Type of Message Providing Requesting Requesting actioninformation information “Will you call Mr. “Rohit will be in the “Where did you put Amits admin to office on Monday at the „Mr Pareek‟s confirm our meeting 10.” file?” on Monday?”
  38. 38. Bibliography••••••••