lecturer: gareth jones class 6: routine business messages
TRANSCRIPT
Lecturer: Gareth JonesClass 6: Routine Business Messages
Editing – Content, readability Introductions and conclusions Indirect and direct messages
3rd December 2009 2Business Communication (BUS-101)
Editing – StyleEmail/Memo/Letter FormatRoutine Messages◦Requesting Information◦Making a complaint◦Requesting a Reference Letter
3rd December 2009 3Business Communication (BUS-101)
For normal business situationsAbout day to day activityRarely complicatedQuick, clear, and direct
3rd December 2009 4Business Communication (BUS-101)
3 Step writing process:◦Step 1: Planning (gather, organise, focus)◦Step 2: Writing (Drafting)◦Step 3: Completing (editing)
3rd December 2009 5Business Communication (BUS-101)
3 Step writing process:◦Step 1: Planning (gather, organise, focus)◦Step 2: Writing (Drafting)◦Step 3: Completing (editing)
3rd December 2009 6Business Communication (BUS-101)
Even though messages are short, it is still good to plan the message.
Collect info, organise your thoughts, focus your ideas
3rd December 2009 7Business Communication (BUS-101)
Go over 5 communication strategiesPurpose? Objective? Style? Channel?
Audience?
3rd December 2009 8Business Communication (BUS-101)
Use the “you” attitudeAdapt the message to the
readers
3rd December 2009 9Business Communication (BUS-101)
3 Step writing process:◦Step 1: Planning (gather, organize,
focus)◦Step 2: Writing (Drafting)◦Step 3: Completing (editing)
3rd December 2009 10Business Communication (BUS-101)
Assume your reader is interested or neutral
Assume they will respond positively
3rd December 2009 11Business Communication (BUS-101)
Must have a clear opening (Introduction)State all main ideas (Body)Close Politely (Conclusion)
3rd December 2009 12Business Communication (BUS-101)
3 Step writing process:◦Step 1: Planning (gather, organize, focus)◦Step 2: Writing (Drafting)◦Step 3: Completing (editing)
3rd December 2009 13Business Communication (BUS-101)
Check content, readability, style format.Proofread typos, errors, etc.Read over before sending
3rd December 2009 14Business Communication (BUS-101)
We will look at the strategy for writing routine messages.
Start with the Introduction
3rd December 2009 15Business Communication (BUS-101)
State your request at the beginningPay attention to your toneAvoid personal introsBe specific (say exactly what you want!)
3rd December 2009 16Business Communication (BUS-101)
Explain and justify your request Include any benefits it might have for
your audience
3rd December 2009 17Business Communication (BUS-101)
If you have questions, ask them here.List the most important questions first.Make the questions simple and short
(succinct)
3rd December 2009 18Business Communication (BUS-101)
Repeat your specific request including:◦Time◦Place
3rd December 2009 19Business Communication (BUS-101)
Say how you can be reached, including:◦Phone #◦Email◦Office◦Skype◦Etc…
3rd December 2009 20Business Communication (BUS-101)
End with a polite closingWhat is a polite closing?
3rd December 2009 21Business Communication (BUS-101)
We will look at three different kinds:◦Normal Requests◦Complaints◦Requests for a reference
3rd December 2009 22Business Communication (BUS-101)
We will look at three different kinds:◦Normal Request◦Complaint◦Request for a reference
3rd December 2009 23Business Communication (BUS-101)
Asking for information or actionOpinions?Help?
3rd December 2009 24Business Communication (BUS-101)
State three things:◦What you want to know◦Why you want to know it◦Why the reader should help
3rd December 2009 25Business Communication (BUS-101)
Be clear in your request and your explanation
Direct approach◦Include dates and times
3rd December 2009 26Business Communication (BUS-101)
For fellow employees:◦Assume they know you◦Have a clear and detailed subject◦Email is usually the best channel
3rd December 2009 27Business Communication (BUS-101)
For other companies◦To ask other customers to provide
information or do something simple
3rd December 2009 28Business Communication (BUS-101)
Always be polite, but not too polite- no need to grovel!
Ask clear and numbered questions for an easy reply
3rd December 2009 29Business Communication (BUS-101)
We will look at three different kinds:◦Normal Request◦Complaint◦Request for a reference
3rd December 2009 30Business Communication (BUS-101)
If you are unsatisfied with a service or product◦Over charging◦Broken products◦Impolite salespeople
3rd December 2009 31Business Communication (BUS-101)
Also called “Claims and Adjustments”
3rd December 2009 32Business Communication (BUS-101)
Explain the problemGive the details of the problemRequest or suggest action (if known)◦Be prepared to send other documents
(receipts, sales info, etc)
3rd December 2009 33Business Communication (BUS-101)
Good for you because it leaves a permanent record
Must be rational, clear, and politeAssume the reader will agree with you
3rd December 2009 34Business Communication (BUS-101)
Beginning◦Straightforward explanation of problem
3rd December 2009 35Business Communication (BUS-101)
Middle◦Complete explanation. Include all specifics
and details of problem. (date purchased, date of issue)
3rd December 2009 36Business Communication (BUS-101)
End◦Request specific action (if known)◦Provide contact information
3rd December 2009 37Business Communication (BUS-101)
We will look at three different kinds:
◦Normal Request◦Complaint◦Request for a reference
3rd December 2009 38Business Communication (BUS-101)
Many jobs will ask for a reference or a recommendation
This is a letter from someone who knows you and will tell the company about you
3rd December 2009 39Business Communication (BUS-101)
You should ask a former teacher, boss, lecturer, etc
Follow routine request strategies
3rd December 2009 40Business Communication (BUS-101)
Introduction/opening
3rd December 2009 41Business Communication (BUS-101)
Start by asking permission◦“Would you please provide me a
recommendation…”Say what position you are applying for
and at what company
3rd December 2009 42Business Communication (BUS-101)
If time has passed, repeat how you know this person including the time and place. (School, job, etc)
3rd December 2009 43Business Communication (BUS-101)
Body◦Include a copy of your resume and any
useful information that would make you good for this job (school work, experience)
3rd December 2009 44Business Communication (BUS-101)
Closing◦Include the name and address of the person
it should be sent to and a deadline if there is one◦Close with a goodwill ending
3rd December 2009 45Business Communication (BUS-101)