COMM205 WEEK 05 Chapter 8,11,12 PDF

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COMM205 WEEK 05 Chapter 8/11/12 Chapter8 LO1: Positive messages and the writing process -business messages: 1. Positive: communicating straightforward requests, replies, and goodwill 2. Negative: delivering refusals, bad news 3. Persuasive: sales pitches -positive message are routine and straightforward, using direct writing Types of positive messages: request for information or action, replies to customers, explanations, instructions, direct claims, complaints.  Apply 3X3 writing process Request Message: Opening ▪ Start with the main idea; the most emphatic positions in a message are the opening and closing. ▪ Ask a question or issue a polite command: Will you please answer the following questions …/please answer the following questions. no question marks!!! ▪ Avoid long explanations preceding the main idea. Body ▪ Explain your purpose and provide necessary detail. ▪ Frame your questions logically. ▪ Focus on reader benefits. ▪ Express questions in parallel form. Number or bullet them. (improve readability) ▪ To elicit the most information, use open questions (What training programs do you recommend?) rather than closed questions, which require a yes-or-no answer (Are training programs available?). Closing (with appreciation and a call for action) ▪ State specifically, but courteously, what action is to be taken. ▪ Set an end date, if one is significant. Explain. ▪ Avoid trite and presumptuous endings (Thank you in advance for …). Show appreciation but use a fresh expression. Make it easy for receiver to comply with your request. Responding to Requests: Subject line ▪ Consider including a subject line to identify the topic and any previous correspondence. ▪ Use abbreviated style, omitting articles (a, an, the). Opening ▪ Deliver the information the reader wants （main idea goes first- forceful and efficient） Answer the inquiry (here is the information you wanted about…) ▪ When announcing good news, do so promptly. （Yes, I will be happy to speak to your business communication class on the topic of…） Body

▪ Supply explanations and additional information. ▪ Check facts and figures carefully. ▪ Use lists, tables, headings, boldface, italics, or other graphic devices to improve readability. ▪ In letters to customers, promote your products and your organization. ▪ Remember to use the “you” view. Closing ▪ Refer to the information provided or to its use. ▪ Help the reader with specifics, if further action is required. ▪ Offer concluding thought, perhaps referring to the information or action requested. ▪ Avoid cliché endings: If you have any other questions, don’t hesitate to call.

Responding to Customer Comments Online: ▪ Respond in a way that benefits customers, prevents problems from snowballing, and reflects positively on the organization. ▪ Embrace customer comments for opportunities to improve products and services. ▪ Gain real-time feedback. Guidelines for Responding online:  Be positive. Respond in a friendly, professional tone. ▪ Correct mistakes politely. ▪ Do not argue, insult, or blame others.  Be transparent. ▪ State your name and position. ▪ Personalize your business.  Be honest. ▪ Own up to problems and mistakes. ▪ Inform customers about when and how you will improve the situation.  Be timely. ▪ Respond in less than 24 hours.  Be helpful. ▪ Point users to valuable information.

▪ Follow up with users when new information is available. Instruction Messages: describe how to complete a task ▪ Use a straightforward, direct approach. ▪ Explain why the procedure or instructions are necessary. ▪ Use plain language and familiar words to describe the process. ▪ Consider linking your instructions to reader benefits. ▪ Divide instructions into steps. ▪ List steps in the order they are to be carried out. ▪ Arrange items vertically with numbers. ▪ Begin each step with an action verb using the imperative (command) mood rather than the indicative mood. Direct Claims and Complaints: Opening ▪ Use a compliment, point of agreement, statement of the problem, or a clear statement of what you want done. ▪ When the remedy is obvious, state it immediately: “Please correct an erroneous double charge of $59 to my credit card for LapLink migration software. I accidentally clicked the Submit button twice.” ▪ When the remedy is less obvious, explain your goal: Please clarify your policy regarding reservations and late arrivals. Body ▪ Explain the problem and justify your claim. ▪ Provide details objectively and concisely. ▪ Don’t ramble. Be organized and coherent. ▪ Avoid becoming angry or trying to fix blame. ▪ Include names of individuals and dates of previous actions. Concluding a claim with an action request ▪ End courteously with a tone that promotes goodwill and summarizes your action request. ▪ Request specific action, including end date, if appropriate. Posting Complaints and Reviews Online: ▪ Establish your credibility. ▪ Check posting rules. ▪ Provide balanced reviews. ▪ Consider the Web’s permanence. ▪ Embrace transparency. ▪ Accept offers to help. ▪ Refuse payment for favourable critiques. Adjustment Messages: Opening ▪ When approving a customer’s claim, announce the good news (adjustment) immediately. ▪ Do not begin your letter with a negative statement. ▪ Avoid sounding grudging or reluctant.

Body ▪ Explain how you are complying with the claim. ▪ Strive to win back the customer’s confidence; explain what went wrong (if you know) and how it will be fixed. ▪ Apologize if it seems appropriate but be careful about admitting responsibility. Check with your boss or legal counsel first. ▪ Focus on how the problem occurred and how you can prevent it in future. ▪ Avoid negative language (trouble, regret, fault). ▪ Don’t blame the customers—even if they are at fault. ▪ Don’t blame individuals or departments in your organization. It sounds unprofessional. ▪ Don’t make unrealistic promises you can’t keep. Closing ▪ End positively by expressing confidence in the solution and product. ▪ Show appreciation that the customer wrote to you. ▪ Express appreciation for the customer’s business. ▪ Refer to your desire to be of service. Goodwill Messages: ▪ Selfless: Focus solely on the receiver. ▪ Specific: Mention specific incidents or characteristics of the receiver. ▪ Sincere: Show genuine feelings. ▪ Spontaneous: Keep the message fresh and enthusiastic. ▪ Short: Try to accomplish your purpose in only a few sentences.

Saying Thank You: ▪ Open directly with the purpose of the message. ▪ Ensure every sentence relates to the receiver and offers enthusiastic praise. ▪ Make the letter sound warm and conversational by using contractions and the receiver’s name. Replying to Goodwill Messages: ▪ Helps form professional and personal bonds ▪ Send a brief note expressing your appreciation. ▪ Tell the receiver how good the message made you feel.

▪ Accept praise gracefully. Avoid minimizing your achievements with comments suggesting you didn’t deserve the praise: I’m not really that good. Expressing Sympathy: ▪ Refer to death or misfortune sensitively, using words that convey understanding. ▪ Praise the deceased in a personal way. ▪ Offer assistance without going into excessive detail. ▪ End on a reassuring, forward-looking note. ▪ Write handwritten messages as appropriate. ▪ Write e-mail messages only if you are sure the message won’t get lost.

Chapter 11 LO1 Reporting in the digital-age workplace 

reports can be internal or external, range from bulleted list to 200-page financial report, to keep management informed and to understand and study challenges  Purpose of reports: to convey information, answer questions, solve problems  two broad categories of report: informational reports and analytical reports ▪ Informational reports: present data without analysis or recommendation; writers collect and organize facts, do not organize the facts (e.g., trip, compliance, routine operations report). Usually DIRECT strategy!!

▪ Analytical reports: provide data or findings, analyses, and conclusions; include recommendations, if requested (e.g., yardstick, feasibility report) (may be persuasive) Organization strategies:  Direct Strategy  Purpose for writing at the beginning of a report  After introduction  Indirect Strategy  Conclusion and recommendation at the end  To retain interest  use direct strategy: 1. If readers are informed 2. If readers are supportive, 3. If readers are eager to have results first



use indirect strategy: 1. If readers need to be educated 2. If readers need to be persuaded 3. If readers may be disappointed or hostile

Report Writing Style: Formal writing style:  Use  These, Research Paper, Controversial or complex reports Effect   Impression of objective, accuracy, professionalism, fairness  Distance created between writer and reader  Characteristics  Traditionally, no first-person pronouns, use of third person  Absence of contraction  Use of passive voice verbs  Complex sentences; long words  Absence of humour and figure of speech  Reduced use of colourful adjectives and adverbs  Elimination of editorializing (author’s opinions, perception) Informal writing style:  Use  Short, routine  Reports for familiar audiences  Noncontroversial reports  Most reports for company insiders  Effect  Feelings of warmth, personal involvement, closeness  Characteristics  Use of first-person pronouns  Use of contractions  Emphasis on active-voice verbs  Shorter sentences; familiar words  Occasional use of humour, colourful speech  Acceptance of author’s opinions and ideas

Typical report formats: Letter, Memo and Email, Manuscript, Forms and templates, Digital  Letters: are external correspondence (memos are for internal), reflects your communication abilities, reflect your company’s professionalism  Letter components:  Essential Components o Writer’s address o Date o Inside address (reader’s address) o Salutation o Letter body o Complimentary close o Signed name o Typed name  Optional components o Subject line o New page notations o Writer’s Initials o Enclosure notation o Copy notation

Chapter 11 LO2 3X3 writing process to contemporary reports Channel the writing process into specific steps: 1. Analyze the problem and purpose. Scope (boundaries of the report) limitations (narrow the subject by focusing on constrains or exclusions e.g.: time, geography) Significance (“why is the topic worth investigating at this time) 2. Anticipate the audience and issues. 3. Prepare a work plan. 4. Conduct research. 5. Organize, analyze, interpret, and illustrate the data. 6. Compose the first draft. 7. Edit, proofread, and evaluate

Chapter 12 LO3 Organize Data Five common organizational methods:  Time: WEEK1, WEEK2, WEEK3….  Component: such as location, geography, division, product or part  Importance: from most important item and proceeding to the least important, vise versa  Criteria: helps readers make comparisons, same standards include data from different parts to compare (e.g.: cost per employee from three different plans put together)  Convention: follow a prescribed plan that everyone understands Providing reader cues:  Introduction:  

Discuss the purpose and significance of the report. Preview the main points and order of development.

 Transition words & expressions: However, therefore, on the contrary, moreover  Headings:           

Highlight major areas; Help busy readers see the big picture at a glance; Should be short but clear; Can be functional, talking, or a combination; and Include at least one heading per report page. Use appropriate heading levels. Capitalize and emphasize carefully. Try to balance headings within levels. (eg:developing+presenting, not presentation) Use first and first/second levels for short reports. Include at least one heading per page but don’t end the page with a heading. Apply punctuation correctly.

Chapter 12 LO4 Writing Short Informational Reports Typical Informational Reports:  Periodic or activity reports (keep management informed of operations, written at regular interval weekly, monthly)  Trip, convention, and conference reports (return from business trips, conventions or conferences)  Progress and interim reports (describe status of the project)  Investigative reports(deliver data for specific situations.no interpreting or recommendations)...