MC100 Communication Slides

Essentials of Business Communication, Asian Edition
Ch. 1-1 Ch. 21
Improving Your Business Writing

The best business writing is
Audience oriented Purposeful Economical
To improve your writing skills, you need

Good teaching materials with excellent model documents An effective writing process A trainer (like your instructor) Practice
Ch. 22
2
The Writing Process
Stage 1: Prewriting Analyzing Anticipating Adapting
Stage 2: Writing Researching Organizing Composing
Stage 3: Revising Revising Proofreading Evaluating
Ch. 23
Factors Determining Channel Selection

Importance of message Amount and speed of feedback required Necessity of a permanent record Cost of the channel Degree of formality required
Ch. 24
4

Possible Channels:
E-mail, fax, letter, memo, report, telephone, voice mail, meeting, conversation, Web
What channel is best to announce decreased insurance benefits for 250 employees?
E-mail or memo
Ch. 25

What channel is best for a sales message promoting a new product to customers?
Letter
What channel is best for responding to similar customer inquiries?

Web, letter, telephone
Ch. 26
Reader Benefits
Shape your statements to involve the reader. Strive to develop the you attitude.
Instead of this:
We are promoting a new plan that we believe has many outstanding benefits.
Try this:
You will enjoy total peace of mind with our affordable hospitalization plan that meets all your needs.
Ch. 27
7
Reader Benefits
Instead of this:
Before we can allow you to purchase items on this new account, we must wait two weeks to verify your credit.
Try this:
You may begin making purchases on your new account in two weeks.
Ch. 28
Reader Benefits
Instead of this:
I need your response immediately so that I can make the employee vacation schedule by next week.
Try this:
Your quick response means your vacation schedules will be ready next week.
Ch. 29
Conversational Language
Instead of this:
The undersigned takes pleasure in . . . .
Try this:
Im happy to . . . .
Instead of this:
It may be of some concern to you to learn that your check has been received and your account has been credited for $250.
Try this:
Weve credited your account for $250.
Ch. 210 10
Positive Language
Instead of this:
Employees may not use the First Street entrance during remodeling.
Try this:
Employees may use the Market Street entrance during remodeling.
Instead of this:
We cannot fill your order until we receive an exact model number.
Try this:
We can fill your order once we receive an exact model number.
Ch. 211 11
Hidden Messages
Some words and phrases convey a negative and unpleasant tone. They may imply a hidden message that the writer does not intend. Think twice before using the following negative expressions.
Ch. 212 12
Hidden Messages
Negative Language:
You overlooked You state that You failed to You claim that You are wrong You do not understand Your delay You forgot to Essentials of Business Communication, Asian Edition
Ch. 213 13
Inclusive Language
Instead of this:
Have you called a salesman? Every executive has his own office.
Try this:
Have you called a salesperson? All executives have their own offices.
Ch. 214 14
Try Your Skill

Revise this sentence to create a more conversational tone and to state your idea positively.
The undersigned takes great pleasure in welcoming you to our staff. Im happy to welcome you to our staff.
Ch. 215 15
Try Your Skill

We cannot send your order from our warehouse until June 1. Your order will be on its way to you June 1.
Ch. 216 16
Try Your Skill

Revise this sentence to create reader benefits.
I have 15 different financial plans to offer my investors. You have 15 different financial plans from which to choose.
Ch. 217 17
Try Your Skill

We want all newly hired employees to use our carpooling program for at least three months. As a newly hired employee, you wont have to drive to work for the first three months because you can carpool.
Ch. 218 18
Plain Language
Avoid federalese, bureaucratese, and inflated language.
Federalese: Each person to whom the request is herein addressed is henceforth solicited to submit, or to have his or her department representative submit, to the Department of Labor official described above, a comment on whether the proposed plan, in his or her considered view, meets the requirements of the 2003 law. Simple Translation: You may wish to comment on whether the proposed plan meets the requirements of the 2003 law.
Ch. 219 19
Familiar Words
Avoid long, difficult, and unfamiliar words. Use short, simple, and common words whenever possible.
Less familiar words:
encounter extrapolate obligatory terminate
Simple alternatives:
meet project required end
Ch. 220 20
Try Your Skill

Revise this sentence using simpler language.
You may encounter difficulties in terminating the contract. You may meet difficulties in ending the contract.
Ch. 221 21
Try Your Skill

As stipulated, we extrapolated the budget figures for two years. As required, we projected the budget figures for two years.
Ch. 222 22
Try Your Skill

Will you utilize workbooks during the obligatory training period? Will you use workbooks during the required training period?
Ch. 223 23
Try Your Skill

We anticipate that a majority of the alternatives will be fundamental enough to meet our requirements. We expect that most of the choices will be basic enough to meet our needs.
Ch. 224 24
Seven Ways Technology Can Improve Your Business Writing

Fighting writers block Collecting information electronically Outlining and organizing ideas Improving correctness and precision Adding graphics for emphasis Designing and producing professional-looking documents, presentations, and Web pages Using collaborative software for team writing
Ch. 225 25
End
Ch. 1-26 Ch. 226 26
Ch. 31
Formal Research Methods for Gathering Information

Search manually (books, magazines, journals). Access electronically (Internet, databases, compact discs). Go to the source (interviews, surveys, questionnaires, focus groups). Conduct scientific experiments (measure variables using control groups).
Ch. 32
2
Informal Research Methods for Gathering Information

Look in organization files. Talk with your boss. Interview the target audience. Conduct an informal survey. Brainstorm for ideas.
Ch. 33
Organize Information With an Outline

Title I. First major component
A. First subpoint
1. Detail, illustration, evidence 2. Detail, illustration, evidence
B. Second subpoint
Ch. 34

II. Second major component
A. First subpoint
Ch. 35

Tips:
Define main topic in title. Divide the topic into three to five main points. Break the components into subpoints. Strive to make each component exclusive (no overlapping). Dont put a single item under a major component. Use details, illustrations, and evidence to support subpoints.
Ch. 36
6
Organizing Business Messages

Direct Strategy
Main idea comes first followed by details and explanations
Indirect Strategy
Explanation precedes main idea
Ch. 37

Direct Strategy
Advantages: Saves readers time Sets a proper frame of mind Prevents frustration Appears businesslike
Indirect Strategy
Advantages: Respects feelings of audience Encourages a fair hearing Minimizes a negative reaction
Ch. 38
8

Direct Strategy
Useful when: Receiver is receptive Receiver requires no education about topic Message is routine
Indirect Strategy
Useful when: Receiver may be upset Receiver may be hostile Receiver must be persuaded or educated Message is sensitive
Ch. 39
Effective Sentences
Complete sentences have subjects and verbs and make sense (are capable of standing alone). Example:
Subject Verb
Employees send many e-mail messages.

Ch. 310 10
Effective Sentences
Clauses also have subjects and verbs. Independent clauses can stand alone; dependent clauses rely on independent clauses for their meaning. Example:
Dependent Clause Independent Clause
When you speak, you reveal yourself.

Ch. 311 11
Effective Sentences
Phrases are groups of related words without subjects and verbs. Example:
Phrase Phrase
In the afternoon, I work at the mall.
Ch. 312 12
Effective Sentences
Avoid sentence fragments.
Fragment
Even though the pay was low. Many candidates applied.
Revision:
Even though the pay was low, many candidates applied.
Ch. 313 13
Effective Sentences
Avoid run-on (fused) sentences.
Fused Sentences
Two candidates applied only one was hired.
Revisions:
Two candidates applied. Only one was hired. Two candidates applied; only one was hired. Two candidates applied, but only one was hired.
Ch. 314 14
Effective Sentences
Avoid comma-splice sentences.
Comma Splice
Many were qualified, Jeff was hired.
Revisions:
Many were qualified. Jeff was hired. Many were qualified; Jeff was hired. Many were qualified; however, Jeff was hired. Many were qualified, but Jeff was hired.
Ch. 315 15
Try Your Skill

Revise the following to avoid fragments, run-on sentences, and comma-splices.
You can create a Web-based job portfolio it will impress potential employers. You can create a Web-based job portfolio; it will impress potential employers.
Ch. 316 16
Try Your Skill

Send a scannable rsum. When you apply for a job. Send a scannable rsum when you apply for a job.
Ch. 317 17
Try Your Skill

Although technical skills are important. Communication skills are also in great demand. Although technical skills are important, communication skills are also in great demand.
Ch. 318 18
Try Your Skill

College used to be for young people, however many older students now seek degrees. College used to be for young people; however, many older students now seek degrees.
Ch. 319 19
Emphasis Through Mechanics

Underlining: Which of these methods do you prefer?
Ch. 320 20

Italics and Boldface: The use of boldface and italics captures the readers attention.
Ch. 321 21

All Caps: Notice how EXPENSE-FREE stands out.
Ch. 322 22

Dashes: Other methodsincluding dashesmay be used.
Ch. 323 23

Tabulation: Listing items vertically emphasizes them: 1. First item 2. Second item 3. Third item
Ch. 324 24

Other means of achieving mechanical emphasis include the following: use of white space, color, lines, boxes, columns, titles, headings, and subheadings. Which of the above techniques are appropriate in business letters? Memos? E-mail messages? Reports?
Ch. 325 25
Emphasis and Deemphasis Through Style

To emphasize an idea:
Use a vivid expression, such as in bug-free software rather than dependable software. Label the idea with expressions such as more importantly, the principal reason, or the best alternative. Put the important idea first or last in the sentence. Put the important idea in a simple sentence or in an independent clause.
Ch. 326 26

To deemphasize an idea:
Use general, rather than specific, words (some customers complained, rather than 125 customers complained). Place the idea in a dependent clause connected to an independent clause containing a positive idea. Example:
Although items cannot be returned for cash, you will receive store credit for any returned purchases.
Ch. 327 27
Active- and Passive-Voice Verbs

Active-voice verbs show the subject performing the action. Examples:
Most major employers require drug testing.
(Active voice; the subject is acting)
Dr. Smith recommended Tina for the job.

Ch. 328 28

In passive-voice sentences, the subject is being acted upon. Passive-voice verbs require helper verbs. Examples:
Drug testing is required by most major employers.
(Passive voice; the subject is being acted upon)
Tina was recommended for the job by Dr. Smith.

Ch. 329 29

Use the active voice for most business writing. Use the passive voice to emphasize an action or the recipient of the actionrather than the actor (Specialists were hired; Laura was honored). Use the passive voice to break bad news (Although your lease cannot be renewed, we can offer . . . ).
Ch. 330 30
Try Your Skill

Convert the following sentence to active voice. You may have to add a subject.
Our membership meeting was postponed by the president. The president postponed our membership meeting.
Ch. 331 31
Try Your Skill

The rsums of job candidates are sorted quickly by the software program Resumix. The software program Resumix sorts rsums of job candidates quickly.
Ch. 332 32
Try Your Skill

Computer paper was ordered yesterday. Rachel ordered computer paper yesterday.
Ch. 333 33
Try Your Skill

Convert the following sentence to passive voice.
We must delay shipment of your merchandise because of heavy demand. Your merchandise shipment must be delayed because of heavy demand.
Ch. 334 34
Try Your Skill

The technician could not install the computer program. The computer program could not be installed.
Ch. 335 35
Developing Parallelism
Parallel expression results from balanced construction. Match nouns with nouns, verbs with verbs, phrases with phrases, and clauses with clauses.
Ch. 336 36
The process of writing involves organizing, composing, and revision. Parallel: The process of writing involves organizing, composing, and revising. (Matching endings of verbals)
Ch. 337 37
Poor:
We are very concerned with the quality of raw materials, where they are located, and how much it costs to transport them. Parallel: We are very concerned with the quality, location, and transportation costs of raw materials. (Matching nouns)
Ch. 338 38
Poor:
Serena takes the telephone orders, Matt locates the items in the warehouse, and the items are sent by Yolanda. Parallel: Serena takes the telephone orders, Matt locates the items in the warehouse, and Yolanda sends the items. (Matching voices of verbs)
Ch. 339 39
Poor:
Try Your Skill

How could parallelism be improved in the following sentence?
Our knowledge management system focuses on the collecting, storage, and sharing of best practices. Our knowledge management system focuses on the collecting, storing, and sharing of best practices.
Ch. 340 40
Try Your Skill

We are pleased to recommend Elizabeth because she has sincerity, she is reliable, and she works with diligence. We are pleased to recommend Elizabeth because she is sincere, reliable, and diligent.
Ch. 341 41
Dangling and Misplaced Modifiers

For clarity, modifiers must be close to the words they describe or limit. Be particularly careful to place a logical subject immediately after an introductory verbal phrase.
Ch. 342 42

Poor: After considering the problem carefully, new procedures were suggested by management.
Revised: After considering the problem carefully, management suggested new procedures.
Ch. 343 43

Poor: Any student has full online privileges who is enrolled in the college.
Revised: Any student who is enrolled in the college has full online privileges.
Ch. 344 44

Poor: Its hard to understand why employees would not go to our technical support staff with software problems. Revised: Its hard to understand why employees with software problems would not go to our technical support staff.
Ch. 345 45

Poor: Using a search engine, the Web site was finally located.
Revised: Using a search engine, we finally located the Web site.
Ch. 346 46
Try Your Skill

Revise the following sentence to correct any misplaced modifiers. Retain the introductory phrase.
To be hired, two years of experience is required. To be hired, one must have two years of experience.
Ch. 347 47
Try Your Skill

Dipped in butter, you can really enjoy a fine lobster. Dipped in butter, a fine lobster can truly be enjoyed.
Ch. 348 48
Try Your Skill

Revise the following sentence to correct any misplaced modifiers.
She died in the house in which she was born at the age of 88. At the age of 88, she died in the house in which she was born.
Ch. 349 49
Try Your Skill

To receive an employment form, fill out this application. (Tricky!)
The sentence is correct as it stands. You is the understood subject of a command.
Ch. 350 50
Three Ways to Achieve Paragraph Coherence

To help guide your reader or listener from one thought to another, develop coherence by using one of these devices: 1. Repeat a key idea or key word(s).
Next month we plan to launch a promotion for our new Web site. The promotion will involve newspaper and TV campaigns.
Ch. 351 51

2. Use a pronoun.
Considerable interest is now being shown in our extended certificates of deposit. They are more profitable when left on deposit for long periods of time.
Ch. 352 52

3. Use an appropriate transitional expression.
Time Association
before, after first, second meanwhile next until when, whenever
Contrast
although but however instead nevertheless on the other hand
Ch. 353 53

CauseEffect
consequently for this reason hence therefore
Additional Idea
furthermore in addition likewise moreover similarly
Ch. 354 54

Illustration
in this way for example
Ch. 355 55
Paragraph Length
Paragraphs with eight or fewer printed lines look inviting and readable.
Ch. 356 56
Composing the First Draft

Complete all necessary research. Find a quiet place to concentrate and work. Prohibit calls, visitors, and interruptions. Organize information using an outline. Decide whether to sprint write (get your thoughts down quickly and revise later) or revise as you go. Imagine you are talking to a reader or listener.
Ch. 357 57
End
Ch. 358 58
Ch. 41
Revising and Proofreading

Revising: Improving content and sentence structure. May involve adding, cutting, recasting. Correcting grammar, spelling, punctuation, format, and mechanics.
Ch. 42
2
Proofreading:
Concise Wording
Revise your messages to eliminate wordiness. Instead of this:
We are of the opinion that Please feel free to In addition to the above At this point in time Despite the fact that
Try this:
We think Please Also Now Although
Ch. 43
Wordy Prepositional Phrases

Instead of this:
We dont as a general rule cash personal checks. Students in very few instances receive parking tickets. She calls meetings on a monthly basis.
Try this:
We dont generally cash personal checks. Students seldom receive parking tickets. She calls monthly meetings.
Ch. 44
4
Long Lead-Ins
Instead of this:
This memo is to inform you that all employees meet today. I am writing this letter to say thanks to everyone who voted.
Try this:
All employees meet today. Thanks to everyone who voted.
Ch. 45
Outdated Expressions
Outdated:
as per your request pursuant to your request attached hereunto under separate cover
Modern:
at your request at your request attached separately
Ch. 46
Needless Adverbs
To sound more credible and to streamline your writing, avoid excessive use of adverbs such as definitely, quite, really, actually, and so forth. Instead of this: Try this:
The manager is actually quite pleased with your proposal because the plan is definitely workable. The manager is pleased with your proposal because the plan is workable.
Ch. 47
Fillers
Revise sentences to avoid fillers such as there and it when used merely to take up space. Instead of this:
There are two employees who should be promoted. It was Lisa and Jeff who were singled out.
Try this:
Two employees should be promoted. Lisa and Jeff were singled out.
Ch. 48
8
Try Your Skill

Revise the following sentence to avoid a long lead-in, wordy prepositional phrases, outdated expressions, needless adverbs, fillers, and/or other forms of wordiness.
This e-mail message is to inform you that in all probability we will actually finish in two weeks. We will probably finish in two weeks.
Ch. 49
Try Your Skill

There are many brokers who are quite certain that these stocks are completely safe. Many brokers are certain that these stocks are safe.
Ch. 410 10
Try Your Skill

Pursuant to your request, there are two contracts that are attached hereto. As you requested, two contracts are attached.
Ch. 411 11
Try Your Skill

All employees are hereby informed that as a general rule computers may not be used for personal activities. Generally, employees may not use computers for personal activities.
Ch. 412 12
Redundant Words
Avoid unnecessarily repetitious words. What words could be omitted in these expressions?
advance warning close proximity exactly identical filled to capacity final outcome necessary requisite new beginning past history refer back thought and consideration
Ch. 413 13
Jargon
Avoid technical terms and special terminology that readers would not recognize.
Computer jargon:
queue export bandwidth
Alternative language:
list of documents waiting to be printed transfer data from one program to another Internet capacity
Is jargon ever permissible?
Ch. 414 14
Slang
Avoid slang (informal expressions with arbitrary or extravagantly changed meanings).
to bag on clueless turkey chill/chill out to tease, to nag, to complain unaware, nave someone stupid or silly relax
Ch. 415 15
Slang
An example from the world of Dilbert:
Ch. 416 16
Clichs
Avoid clichs (overused expressions). Substitute more precise words.
Last but not least, you should keep your nose to the grindstone. We had reached the end of our rope. Finally, you should work diligently. We could go no further.
Ch. 417 17
Try Your Skill

Revise the following sentence to avoid slang, clichs, and redundancies.
Last but not least, the attorney referred back to an exactly identical case. Finally, the attorney referred to an identical case.
Ch. 418 18
Try Your Skill

With a little advance warning, we could have sold out before our stocks tanked. With warning, we could have sold out before our stocks hit bottom.
Ch. 419 19
Try Your Skill

Ms. Miller, who shoots straight from the shoulder, demanded final completion by January 1. Ms. Miller, who is straightforward, demanded completion by January 1.
Ch. 420 20
Precise Verbs
Revise your writing to include precise verbs instead of general, lackluster, all-purpose ones.
Market researchers said that profits would improve.
What more precise verbs could replace said?

Market researchers forecasted improved profits. Market researchers promised improved profits. Market researchers predicted improved profits.
Ch. 421 21
Precise Verbs
Revise verbs that have been converted to nouns.
The manager came to the realization that telecommuting made sense. The manager realized that telecommuting made sense. An application must be made by the job seeker. The job seeker must apply.
Ch. 422 22
Precise Verbs
TIP: Look for words ending in tion or ment. Could they be more efficiently and forcefully converted to verbs?
Ch. 423 23
Try Your Skill

Revise the following sentence using more precise verbs.
The seller said he would contact you. The seller promised to e-mail [telephone or fax] you.
Ch. 424 24
Try Your Skill

Revise the following sentence centering the action in a verb.
We must give encouragement to our team. We must encourage our team.
Ch. 425 25
Try Your Skill

Have you made an application for employment? Have you applied for employment?
Ch. 426 26
Try Your Skill

A duty of the general manager is the calculation of monthly sales. The general manager calculates monthly sales.
Ch. 427 27
Try Your Skill

The establishment of new methods was effected by Kevin. Kevin established new methods.
Ch. 428 28
Concrete Nouns
Revise your writing to include specific, concrete nouns instead of general, abstract ones.
The man asked for a raise. Jeff Jones asked for a 10 percent salary increase. An employee presented a proposal. Kelly Keeler, production manager, presented a plan to stagger hours.
Ch. 429 29
Vivid Adjectives
Revise your writing to include descriptive, dynamic adjectives instead of overworked, allpurpose ones.
The report was good. The report was persuasive (or detailed, original, thorough, painstaking, complete, comprehensive). The report was bad. (Possible revisions?)
Ch. 430 30
What to Watch for in Proofreading

Spelling Grammar Punctuation Names and numbers Format
Ch. 431 31
How to Proofread Complex Documents

Allow adequate time. Print a copy, preferably double-spaced. Be prepared to find errors. Read once for meaning and once for grammar/mechanics. Reduce your reading speed.
Ch. 432 32

For documents that must be perfect:
Have someone read aloud the original while someone else checks the printout. Spell names. Spell difficult words. Note capitalization. Note punctuation.
Ch. 433 33
End
Ch. 434 34
Ch. 51
Smart E-Mail Practices

Getting Started
Consider composing off line. Type the receivers address correctly. Avoid using a misleading subject line.
Ch. 52

Content, Tone, Correctness
Be concise. Dont send anything you wouldnt want published. Dont use e-mail to avoid contact. Never respond when youre angry. Care about correctness. Resist humor and tongue-in-cheek comments.
Ch. 53
3

Netiquette
Limit any tendency to send blanket copies. Never send spam. Consider using identifying labels, such as ACTION, FYI, RE, URGENT. Use capital letters only for emphasis or for titles. Announce attachments.
Ch. 54
4

Netiquette (continued)
Seek permission before forwarding. Scan all messages before replying to each individually. Dont automatically return the senders message. Revise the subject line if the topic in a series of messages (a thread) changes.
Ch. 55
5

Personal Use
Dont use company computers for personal matters. Assume that all e-mail is monitored.
Ch. 56

Other Smart Practices
Use design to improve readability of longer messages. Consider cultural differences. Double-check before hitting the Send button.
Ch. 57
Formatting E-Mail Messages

Guide Words
To: Consider keying receivers full name with e-mail address in angle brackets (Heather Jones<hjones@peach.com>). Entered automatically Entered automatically Include meaningful topic summary.
From: Date: Subject:
Ch. 58

Salutation Options
No salutation Heather, Dear Heather:, Hi, or Good morning! Include name in first line (Thanks, Heather, for your help . . .).
Ch. 59

Body
Cover just one topic. Use uppercase and lowercase letters. Use short line length if message might be forwarded.
Ch. 510 10

Closing
Consider a complimentary closing such as Best or Cheers. Include your name and identification especially in messages to outsiders.
Ch. 511 11
Sample E-Mail Message

Date: To: From: Subject: Matt: Two interns will work in your department from September 20 through November 30. As part of their supervision, you should do the following: * Develop a work plan describing their duties. September 3, 2004 9:05:12 AM EST Matt Ferranto <mferranto@qualcom.com> Brooke Johnson <bjohnson@qualcom.com> Supervising Two Assigned Interns
Ch. 512 12

* Supervise their work to ensure positive results. * Assess their professionalism in completing assigned work. Please examine the packet being sent to you. It contains forms and additional information about the two students assigned to your department. Call me at Ext. 248 if you have questions. Best, Brooke
Ch. 513 13
Formatting Hard-Copy Memos

Guide Words
Double-space Date, To, From, and Subject. Align all words after the colon following Subject.
Top Margin
Full sheetstart on line 13. Half sheetstart on line 7.
Ch. 514 14

Side Margins
Leave 1 to 1 inches.
Spacing
Single-space.
Ch. 515 15
Sample Hard-Copy Memo

line 13 DATE: TO: FROM: Qualcom Enterprises Interoffice Memo
September 3, 2004 1 blank line Matt Ferranto Brooke Johnson
SUBJECT: Supervising Two Assigned Interns
Ch. 516 16

2 blank lines Two interns will work in your department from September 20 through November 30. As part of their supervision, you should do the following: Develop a work plan describing their duties. Supervise their work to ensure positive results. Assess their professionalism in completing assigned work. Please examine the packet being sent to you. It contains forms and additional information about the two students assigned to your
Ch. 517 17

department. Call me at Ext. 248 if you have questions. Enclosure
Ch. 518 18
Writing Plan for Routine Memos and E-Mail Messages

Subject line: Opening: Body: Closing: Summarize memo contents. State the main idea. Provide background data and explain the main idea. Request action, summarize the message, or present a closing thought.
Ch. 519 19
Improving Memo Readability With Listing Techniques

Parallelism
Instead of this:
Workers were nervous, stressed, and full of preoccupation.
Try this:
Workers were nervous, stressed, and preoccupied.
Ch. 520 20

Instructions
Instead of this:
To clean the printer, you should first disconnect the power cord. Then you open the front cover, and the printer area should be cleaned with a soft, dry cloth.
Try this:
To clean the printer, do the following: * Disconnect the power cord. * Open the front cover. * Clean the printer area with a soft, dry cloth.
Ch. 521 21

Headings
Instead of this:
On April 3 we will be in Toledo, and the speaker is Troy Lee. On May 20 we will be in Detroit, and the speaker is Erin Win.
Try this:
Date April 3 May 20 City Toledo Detroit Speaker Troy Lee Erin Win
Ch. 522 22

Within Sentences
Instead of this:
Our team constantly tries to achieve our goals, customer service must be improved, and our production targets must be hit.
Try this:
Our team constantly tries to (a) achieve our goals, (b) improve customer service, and (c) hit our production targets.
Ch. 523 23

Bulleted Items
Instead of this:
At the AutoSelect Web site, we let you compare car prices, you can research the best financing, and you can learn about leasing.
Try this:
At the AutoSelect Web site, you can do the following: Compare car prices. Research the best financing. Learn about leasing.
Ch. 524 24

Paragraph Headings
Instead of this:
The next topic is vacations. A new vacation schedule will be available in two weeks.
Try this:
Vacations. A new vacation schedule will be available in two weeks.
Ch. 525 25
Try Your Skill

Arrange the following in a concise, bulleted list.
In the next training session, the trainer will demonstrate how to use video conferencing, how to share multiple programs, and how to maintain an Internet directory.
Ch. 526 26
Try Your Skill

Improved Version:
The next training session will demonstrate Video conferencing Sharing multiple programs Maintaining an Internet directory
Ch. 527 27
Try Your Skill

Improve the readability of the following instructions that will become part of a student employment booklet.
In preparing for an employment interview, you should begin by studying the job description. Itemizing your most strategic skills and qualifications is also important. Giving responses in a mock interview is another good practice technique. Last, you should be prepared to ask relevant questions.
Ch. 528 28
Try Your Skill

Improved Version:
You can prepare for interviews by doing the following: Study the job description. Itemize your most strategic skills and qualifications. Practice giving responses in a mock interview. Prepare to ask relevant questions.
Ch. 529 29
End
Ch. 530 30
Ch. 61
Writing Plan for Information Request

Opening: Ask the most important question first or express a polite command. Explain the request logically and courteously. Ask other questions if necessary. Request a specific action with an end date, if appropriate, and show appreciation.
Ch. 62
2
Body:
Closing:
Improving Openers for Routine Request Letters

Weak:
Ive been given the task of locating a convention site for my companys meeting. Ive checked a number of places, and your hotel looks possible.
Improved:
Will you please answer the following questions regarding possible accommodations at the Hyatt Regency for a conference in May.
Ch. 63
3

Weak:
While reading WIRED magazine, I noticed an offer of a free video describing your Webbuilding software.
Improved:
Please send me your free video describing your Web-building software.
Ch. 64

Weak:
I am conducting a training class for students of photography at the Lincoln Training Center, and I saw a picture that we would like to use in our program.
Improved:
What is the procedure for ordering a copy of a photograph to be used for training purposes?
Ch. 65
5
Improving Closings for Routine Request Letters

Weak:
Thanks for any information you provide.
Improved:
We would appreciate receiving answers to these questions before April 4 so that we will have plenty of time to plan our conference.
Ch. 66

Weak:
Hoping to hear from you at your earliest convenience.
Improved:
Please send the video by August 15.
Ch. 67

Weak:
Thank you for your cooperation.
Improved:
Your answer to my inquiry will help me make my printer choice. Thanks!
Ch. 68
Parts of a Business Letter

Letterhead Island Graphics
893 Dillingham Boulevard Honolulu, HI 96817-8817
line 12 or 2 lines below letterhead
Dateline Inside Address
September 13, 200x

2 to 10 lines
Mr. T. M. Wilson Visual Concepts Enterprises 1901 Haumualii Highway Lihue, HI 96766
1 blank line
Salutation
Dear Mr. Wilson:

Ch. 69
9

1 blank line
Subject Line Body
SUBJECT: BLOCK LETTER STYLE

1 blank line
This letter illustrates block letter style, about which you asked. All typed lines begin at the left margin. The date is usually placed two inches from the top edge of the paper or two lines below the last line of the letterhead, whichever position is lower. If a subject line is included, it appears two lines below the salutation. The word SUBJECT is optional. The complimentary close appears
Ch. 610 10

two lines below the end of the last paragraph.
1 blank line
Complimentary Sincerely, Close

3 blank lines
Signature Block Reference Initials
Mark H. Wong Graphics Designer

1 blank line
MHW:pil
Ch. 611 11
Writing Plan for an Order Request

Opening: Body: Authorize purchase of items. Suggest method of shipping. List items vertically. Provide quantity, order number, description, and unit price. Request shipment by a specific date. Tell method of payment. Express appreciation.
Closing:
Ch. 612 12
Writing Plan for Simple Claim

Opening: Body: Describe clearly the desired action. Explain the nature of the claim. Tell why the claim is justified. Provide details regarding the action requested. End pleasantly with a goodwill statement. Include end dating if appropriate.
Closing:
Ch. 613 13
Writing Plan for Granting Claim

Subject Line (optional): Identify previous correspondence. Opening: Grant the request or announce an adjustment immediately. Body: Provide details about how you are complying with the request. Try to regain the readers confidence. Include resale or sales promotion if appropriate. Closing: End positively with forward-looking thought. Express confidence in future business dealings. Essentials of Business Communication, Asian Edition
Ch. 614 14
Writing Plan for a Letter of Recommendation

Opening: Identify the applicant, the position, and the reason for writing. Establish your relationship with the applicant. Body: Describe applicants job duties; give specific examples of skills and attributes. Compare with others in field. Closing: Summarize applicants significant attributes. Offer an overall rating. Draw a conclusion regarding the recommendation.
Ch. 615 15
Three Kinds of Goodwill Messages

1. Letters of appreciation
To customers for their business To hosts and hostesses for their hospitality To colleagues for jobs well done To individuals who have performed favors
Ch. 616 16

2. Letters of congratulation
For engagements, marriages, anniversaries, births For promotions, appointments For awards For any significant event
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3. Letters of sympathy
To console a friend, relative, or loved one
Ch. 618 18
Goodwill Messages: Cards or Personalized Letters?

Typical Greeting Card Thank-You Message
It's wonderful to visit with someone as nice as you You make your guests feel so at home by everything you do. So this just comes to thank you in a warm and special way For your hospitality was enjoyed much more than words can say!
Ch. 619 19

Personalized Thank-You Letter
Dear Professor and Mrs. Shelton: Thanks for inviting the other members of our business club and me to your home for dinner last Saturday. The warm reception you and your wife gave us made the evening very special. Your gracious hospitality, the delicious dinner served in a lovely setting, and the lively discussion following dinner all served to create an enjoyable evening that I will long remember.
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We appreciate the opportunity you provided for us students to become better acquainted with each other and with you. Sincerely,
Ch. 621 21
Tips for Writing Goodwill Messages

The Five Ss
Be selfless. Discuss the receiver, not the sender. Be specific. Instead of generic statements (You did a good job), include special details (Your marketing strategy to target key customers proved to be outstanding).
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The Five Ss
Be sincere. Show your honest feelings with conversational, unpretentious language (We're all very proud of your award). Be spontaneous. Strive to make the message natural, fresh, and direct. Avoid canned phrases (If I may be of service, please do not hesitate . . . . ).
Ch. 623 23

The Five Ss
Keep the message short. Remember that, although they may be as long as needed, most goodwill messages are fairly short.
Ch. 624 24
Writing Thank-Yous
Cover three points in gift thank-yous.
Identify the gift. Tell why you appreciate it. Explain how you will use it.
Ch. 625 25
Writing Thank-Yous
Be sincere in sending thanks for a favor.
Tell what the favor means to you. Avoid superlatives and gushiness. Maintain credibility with sincere, simple statements.
Ch. 626 26
Writing Thank-Yous
Offer praise in expressing thanks for hospitality. As appropriate, compliment the following:
Fine food Charming surroundings Warm hospitality Excellent host and hostess Good company
Ch. 627 27
Answering Congratulatory Messages

Respond to congratulations.
Send a brief note expressing your appreciation. Tell how good the message made you feel.
Accept praise gracefully.

Don't make belittling comments (I'm not really all that good!) to reduce awkwardness or embarrassment.
Ch. 628 28
Extending Sympathy
Refer to the loss or tragedy directly but sensitively. In the first sentence mention the loss and your personal reaction. For deaths, praise the deceased. Describe positive personal characteristics (Howard was a forceful but caring leader).
Ch. 629 29
Extending Sympathy
Offer assistance. Suggest your availability, especially if you can do something specific. End on a reassuring, positive note. Perhaps refer to the strength the receiver finds in friends, family, colleagues, or religion.
Ch. 630 30
End
Ch. 631 31
Ch. 71
Writing Plan for Persuasive Request

Opening
Obtain the readers attention and interest.
Body
Explain logically and concisely the purpose of your request. Reduce resistance with counterarguments; establish credibility.
Ch. 72

Closing
Ask for a particular action. Make it easy to respond. Show courtesy and respect.
Ch. 73
Tips for Complaints

Begin with a compliment, point of agreement, statement of the problem, or brief review of action you have taken to resolve the problem. Provide identifying data. Explain why the receiver is responsible.
Ch. 74
Tips for Complaints

Enclose document copies supporting your claim. Appeal to the receiver's fairness, ethical and legal responsibilities, and desire for customer satisfaction. Describe your feelings and your disappointment.
Ch. 75
5
Tips for Complaints

Avoid sounding angry, emotional, or irrational. Close by telling exactly what you want done.
Ch. 76
Ineffective Persuasive Request Letter

Mr. John M. Watson Retail Credit Department Union National Bank P. O. Box 2051 Little Rock, AR 72203 Dear Mr. Watson: You have charged my wife's Visa account with erroneous "overthe-limit" charges that are quite unfair, and I am very upset about it.
Ch. 77

How can we be charged with "over-the-limit" charges when nearly every one of the charges was approved? We don't keep a running record of our Visa account and all our credit purchases on it, so we did not know that we were close to the limit. Between August 7 and September 27 we made 12 purchases. We were charged a $10 fee for each of these 12 transactions because we exceeded our credit limit. However, 10 of these transactions were phoned in for approval, and ALL WERE APPROVED! Why were they approved if we were over our credit limit? Obviously, we would not have continued to make purchases if we had known we were over our limit.
Ch. 78

It seems to me that your approval system is at fault here. And why aren't new cardholders informed of your rules? The charges we made exceeding the limit were clearly unintentional. Furthermore, our actions were made on the basis of misinformation and errors on the part of your credit processors. Angrily yours,
Ch. 79

Discussion:
1. Does the opening obtain the reader's attention in a positive manner? 2. Why does the writer think that the $120 penalty is unreasonable? Does the writer offer convincing reasons? Are they logically presented? 3. Does the writer try to blame the bank for the penalty?
Ch. 710 10

Discussion:
4. What action does the writer seek? 5. Is that action clearly stated? 6. Does the letter show courtesy and respect? 7. How would you feel if you were the receiver?
Ch. 711 11
Improved Persuasive Request Letter

Dear Mr. Watson: SUBJECT: Over-the-Limit Credit Card Charges Because of the wide acceptance of the Visa credit card and because of your bank's attractive interest rate, my wife and I were eager to become cardholders two years ago. Recently, however, we experienced a charge to our account that we would like to discuss with you. Between the period of August 7 and September 27, we made 12
Ch. 712 12

small purchases. Ten of these purchases were given telephone approval. When we received our last statement, a copy of which is enclosed, we were surprised to see that we were charged $10 each for these purchases because our account was over our limit. The total charge was $120. Of course, we should have been more aware of our limit and the number of charges that we were making against our account. We assumed, however, that if our purchases received telephone approval from your credit processors, we were still within our credit limit.
Ch. 713 13

Please examine our account, Mr. Watson, and reconsider this penalty. Since we have never exceeded our credit limit in the past and since we had received telephone approval for most of the charges in question, we feel that the $120 charge should be removed. Sincerely,
Ch. 714 14
Good and Bad Openings for Persuasive Requests

Which of the following openings are effective?
1. About 15 months ago your smooth-talking salesperson seduced us into buying your Model RX copier, which has been nothing but trouble ever since. 2. If you will check your records, you will undoubtedly discover that we first obtained our model RX copier 15 months ago. It was installed in our Legal Department.
Ch. 715 15

3. When we purchased our Model RX copier 15 months ago, we had high expectations for its performance. 4. We need a speaker for our graduation ceremony, and your name was suggested. 5. Would you be able to speak at our graduation ceremony on June 7?
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6. We realize that you are an extremely busy individual and that you must be booked up months in advance, but would it be possible for you to speak at our graduation ceremony on June 7? 7. You were voted by our students as the speaker they would most like to hear at graduation on June 7.
Ch. 717 17
Ineffective Favor Request

Honorable David H. Davis California House of Representatives Sacramento, CA 95030 Dear Mr. Davis: Would you be interested in speaking to the students at Foothill College? If you would be in town on April 16, our Associated Student Organization is having a Career Awareness Day. Many of our
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15,000 students (and most are registered voters in your district) will be attending this function where three major speakers have been invited. We hope to find good speakers from industry, education, and politics. Our ASO voted you the politician they would most like to hear. We could offer you 30 minutes to impart information about politics as a career, its rewards, and its punishments. Our Career Awareness Day will contain information booths; students can talk about careers and learn about them at these
Ch. 719 19

booths. Then the three speakers will follow these booths at 12 noon in the Campus Center. Let me know by March 15 if you'd like to be one of our speakers. We'd enjoy having you and it could be good for you, too. If you let me know early enough, we can get some publicity out. Sincerely,
Ch. 720 20

Discuss the faults in the previous letter.
1. Starts out directly with a question that could be answered negatively 2. Provides an easy excuse for refusal (in second sentence) 3. Fails to emphasize reader benefits (opportunity to influence 15,000 potential voters)
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4. Lacks unity in sentences and paragraphs 5. Focuses on writer's viewpoint rather than on reader's 6. Uses imprecise words and inappropriate syntax 7. Closes without making it easy for reader to grant favor
Ch. 722 22
Improved Favor Request

Honorable David H. Davis California House of Representatives Sacramento, CA 95030 Dear Mr. Davis: Over 15,000 students attend Foothill College, and many are registered voters in your district. On Thursday, April 16, you will be able to introduce yourself to these potential voters at the Associated Student Organization's Career Awareness Day. On this day we plan to have three major
Ch. 723 23

speakers representing industry, education, and politics. Our Career Awareness Day features information booths where students may learn more about specific careers. The program culminates with the major addresses given in the Campus Center at 12 noon. As one of the three featured speakers, you would have 30 minutes to describe a career in politics and its rewards and possible drawbacks. You were selected by our ASO as the politician they would most like to hear. To give Foothill students an opportunity to meet you and to learn about a career in politics, please call me at 320-5832 to confirm
Ch. 724 24

this speaking engagement. We will need your approval by March 15 so that appropriate publicity may be prepared. Cordially,
Ch. 725 25
Writing Plan for a Sales Letter

Opening
Capture the attention of the reader.
Body
Emphasize a central selling point. Appeal to the needs of the reader. Create a desire for the product. Introduce the price strategically.
Ch. 726 26

Closing
Stimulate the reader to act.
Ch. 727 27
Attention-Getters for Sales Letters

1. Offer
Follow my entry instructions, and you could be the sole winner of ONE MILLION DOLLARS!
2. Product Feature
Six Omaha steak filets from fine, corn-fed beef can be yours for only $62.95.
Ch. 728 28

3. Question
Do you yearn for an honest, fulfilling relationship?
4. Startling Statement
Drunk drivers injure or cripple more than 500,000 victims every year!
Ch. 729 29

5. Story
Tommy G. doesn't live in a neighborhood like yours. He has grown up in a neighborhood with dirty alleyways and drug dealers. If only he could go to camp, he'd see how beautiful life can be.
Ch. 730 30
Ineffective Sales Letter

Dear Camera Owner: Hi! I'm Jim Johnson and I'm asking you to continue to use Kent Color Labs for the processing of your film. We've been in business for a long time and our customers tell us they are quite satisfied with our service and the quality of our processing. We feel that you can't get better prices anywhere. We are also very proud of our guarantee. No matter what we receive from you, you
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don't risk a cent. We offer a whole range of other services--reprints, posters, slides, disks, and much more. Furthermore, we are very careful with your film; we treat it as we treat our own. Are you tired of asking yourself, "Where should I get my film developed?" Well, Kent Color labs is the place to go. We rely on the U.S. mail for our business, and this letter is our way of asking for your business. Send us your next roll of film to be developed as soon as you finish it. Sincerely,
Ch. 732 32
Discussion for Ineffective Sales Letter to Camera Owner

1. Does the opening grab your attention? 2. Is a central selling point developed? 3. Is the letter written from the reader's perspective? 4. Should this letter develop rational or emotional appeals?
Ch. 733 33

5. Does the letter use concrete examples? 6. Does it build confidence in the product or service? 7. Does it stimulate action in the closing?
Ch. 734 34
Improved Sales Letter

Dear Camera Owner: Amy Evans, of Houston, Texas, recently wrote to us saying, "I just wanted to let you know that the pictures you developed for me earlier were the best pictures I have ever received. And I can't believe I received them so quickly!" If you are looking for quality film developing, speedy turnaround, and, most importantly, reliabilityconsider Kent Color Labs. Here's why our customers keep returning: You get low film processing prices and excellent quality.
Ch. 735 35

You get a whole range of servicesreprints, enlargements, giant photo posters, wallet photos, slides, movies, discs, and more. You get film mailing envelopes manufactured from special longfibered paper making them stronger than normal envelopes. You get convenienceno more standing in line at the drugstore or camera store. And it's fun to receive mail! We're best known, however, for our reliability. We've been in business for more than 47 years. The minute we receive your order, it's processed! You can count on that every time.
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Because we're so certain that you will be pleased, we guarantee every roll of film. If you're not satisfied, simply return the whole package. We will cheerfully refund your money and send you free film and a coupon to get that film processed without charge. This is the best guarantee in the business. We want your business. Right now, finish that film in your camera. Grab a pen, fill out the enclosed mailer, and drop it in the mail. Sincerely,
Ch. 737 37
P.S. If you respond within one week, we'll process your order at an additional savings of 20 percent.
Ch. 738 38
Checklist for Analyzing a Sales Letter

1. At what audience is the letter aimed? 2. Is the appeal emotional or rational? Is the appeal effective? 3. Is the opening effective? 4. What techniques capture the reader's attention?
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5. Is a central selling point emphasized? 6. Does the letter emphasize reader benefits? 7. What are some examples of concrete language?
Ch. 740 40

8. How is confidence in the product or service developed? 9. How is price introduced? 10. What action is to be taken and how is the reader motivated to take that action?
Ch. 741 41
End
Ch. 742 42
Ch. 81
Resolving Business Problems

Call the individual involved. Describe the problem and apologize. Explain
Why the problem occurred What you are doing to resolve it How you will prevent the problem from happening again
Ch. 82
2

Follow up with a letter that
Documents details discussed in the phone call Promotes goodwill
Ch. 83
The Indirect Strategy

1. Buffer 2. Reasons 3. Bad News 4. Closing
Ch. 84
4
Possible Buffers for Opening Bad-News Messages

Best news Appreciation Agreement Facts Understanding Apology
Ch. 85
5
Evaluating Buffer Statements

How effective is the following opening for a letter that refuses to grant credit?
1. Unfortunately, your application for credit has been reviewed negatively.
(Reveals the bad news bluntly.)
Ch. 86

2. We are delighted to receive your application for credit.
(Gives the wrong impression.)
Ch. 87

3. The recent resurgence of interest in the stock market caught many of us by surprise.
(Is not relevant.)
Ch. 88

How effective is the following opening for a letter that refuses a request for a donation?
1. Your request for a monetary contribution has been referred to me for reply.
(Fails to engage the reader.)
Ch. 89

2. We appreciate the fine work your organization is doing to provide early childhood programs that meet the needs of parents and very young children.
(Compliments the reader but doesnt imply approval.)
Ch. 810 10
Presenting the Reasons

Be cautious in explaining. Cite reader benefits, if possible. Explain company policy, if relevant. Choose positive words. Show that the matter was treated seriously and fairly.
Ch. 811 11
Techniques for Deemphasizing Bad News

Avoid the spotlight. Put the bad news in the middle of a paragraph halfway through the message. Use a long sentence. Dont put the bad news in a short, simple sentence.
Ch. 812 12

Place the bad news in a subordinate clause.
Although we have no position for an individual with your qualifications at this time, we are pleased that you thought of us when you started your job search.
Ch. 813 13

Use the passive voice.
Instead of this: We cannot make a contribution at this time. Try this: A contribution cannot be made at this time.
Ch. 814 14

Be clear but not overly graphic.
Instead of this: Our investigation reveals that you owe three creditors large sums and that you were fired from your last job. Try this: Our investigation reveals that your employment status and your financial position are unstable at this time.
Ch. 815 15

Imply the refusal.
Instead of this: We cannot contribute to your charity this year. Try this: Although all our profits must be reinvested in our company this year, we hope to be able to support your future fund-raising activities.
Ch. 816 16

Suggest an alternative.
Although the cashmere sweater cannot be sold at the erroneously listed price of $18, we can allow you to purchase this $218 item for only $118.
Ch. 817 17
Using the Passive Voice

Passive-voice verbs focus attention on actions rather than on personalities. They are useful in being tactful.
Active voice: I cannot allow you to return the DVD player because . . . . Passive voice: Return of the DVD player is not allowed because . . . .
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Active voice: Ryan checked the report, but he missed the error. Passive voice: The report was checked, but the error was missed.
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Notice that passive-voice verb phrases always include helper verbs.
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Examples of helper verbs forming passive voice:
The report was checked. The schedule is being revised. Invitations were sent.
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Try Your Skill

Convert the following statement from active to passive voice.
I am unable to make a cash contribution this year because of unusually high taxes. A cash contribution cannot be made this year because of unusally high taxes.
Ch. 822 22
Try Your Skill

We cannot process your application this month. Your application cannot be processed this month.
Ch. 823 23
Try Your Skill

I have examined your employment record and found that you have little cost accounting experience. Examination of your employment record has revealed that you have little cost accounting experience.
Ch. 824 24
Try Your Skill

Mark made a programming error that delayed our project. A programming error was made that delayed our project.
Ch. 825 25
Closing Bad-News Messages

Avoid endings that sound canned, insincere, inappropriate, or self-serving. Try to personalize the closing with
An alternative to the refusal Resale or sales promotion A forward look Good wishes Freebies
Ch. 826 26
Writing Plan for Refusing Requests or Claims

Buffer
Start with a neutral statement on which both reader and writer can agree, such as a compliment, an expression of appreciation, a quick review of the facts, or an apology. Try to include a key idea or word that acts as a transition to the explanation.
Ch. 827 27

Reasons
Present valid reasons for the refusal, avoiding words that create a negative tone. Include resale or sales promotion, if appropriate.
Bad News
Soften the blow by positioning the bad news strategically, using the passive voice, accentuating the positive, or implying a refusal. Suggest a compromise or substitute, if possible.
Ch. 828 28

Closing
Renew good feelings with a positive statement. Look forward to continued business. Avoid referring to the bad news.
Ch. 829 29
Writing Plan for Announcing Bad News to Customers and Employees

Buffer
Open with a compliment, appreciation, facts, or some form of good news. Include a key idea that leads from the opening to the reasons.
Ch. 830 30

Reasons
Explain the logic behind the bad news. Use positive words. Try to show reader benefits, if possible.
Bad News
Position the bad news so that it does not stand out. Consider implying the bad news. Suggest a compromise or substitute, if possible.
Ch. 831 31

Closing
Look forward positively. Provide information about an alternative, if appropriate.
Ch. 832 32
End
Ch. 833 33
Ch. 91
Six Categories of Informal Reports

Information Reports Progress Reports Justification/Recommendation Reports Feasibility Reports Minutes of Meetings Summaries
Ch. 92
2
Report Formats
Letter format
Letterhead stationery. Useful for informal reports sent to outsiders.
Memo format
Memo style. Useful for informal reports circulated within organizations.
Ch. 93
Report Formats
Report format
Plain paper, manuscript form. Useful for longer, more formal reports.
Prepared forms
Standardized forms. Useful for routine activities, such as expense reports.
Ch. 94
General Guidelines for Writing Reports

Define project. Gather data. Organize data. Write first draft. Edit and revise.
Ch. 95
5
Where to Gather Data for Reports

Look in company records. Make personal observations. Use surveys, questionnaires, and inventories. Conduct interviews. Search databases and other electronic resources.
Ch. 96
6
Organizing Report Data

Indirect Strategy
Problem Facts Discussion Recommendations
Direct Strategy
Problem Recommendations Facts Discussion
Ch. 97
Making Effective Report Headings

Use appropriate heading levels. Strive for parallel construction. Use first- and second-level headings for short reports. Capitalize and underline carefully. Keep headings short but clear.
Ch. 98
8

Don't enclose headings in quotation marks. Don't use headings as antecedents for pronouns.
For example, avoid: Inserting Hypertext Links. These links . . . .
Ch. 99
Being Objective in Writing Reports

Present both sides of an issue. Separate fact from opinion. Be sensitive and moderate in language. Cite sources carefully.
Ch. 910 10
Information Reports
Introduction
Explain why you are writing. Describe credibility of data methods and sources. Provide background. Identify report purpose. Offer a preview of the findings.
Ch. 911 11
Information Reports
Findings
Organize chronologically, alphabetically, topically, by importance, or by another method. Group similar topics together. Use appropriate headings.
Ch. 912 12
Information Reports
Summary
May include or omit summary. If included, summarize findings or highlight main points.
Ch. 913 13
Progress Reports
Describe the purpose and nature of an unusual or nonroutine project. Provide background information if necessary. Summarize work already completed. Describe work currently in progress, including personnel, methods, obstacles, and attempts to remedy obstacles.
Ch. 914 14
Progress Reports
Forecast future activities in relation to the scheduled completion date. Include recommendations and requests.
Ch. 915 15
Justification/Recommendation Reports
Use direct organization for nonsensitive topics and recommendations that will be agreeable to readers. Identify the problem or the need briefly. Announce the recommendation, solution, or action concisely and with action verbs.
Ch. 916 16
Present a discussion of pros, cons, and costs. Explain more fully the benefits of the recommendation or steps to be taken to solve the problem. Conclude with a summary specifying the recommendation and action to be taken.
Ch. 917 17
Feasibility Reports
Prepare a feasibility report when examining the practicality and advisability of following a course of action. Announce your decision immediately. Describe the background and problem necessitating the proposal. Discuss the benefits of the proposal.
Ch. 918 18
Feasibility Reports
Describe the problems that may result. Calculate the costs associated with the proposal, if appropriate. Show the time frame necessary for implementation of the proposal.
Ch. 919 19
Meeting Minutes
Include name of the group, the date, the time, the place, the name of the meeting. List names of attendees and absentees. Describe disposition of previous minutes. Record old business, new business, announcements, and reports. Include the precise wording of motions.
Ch. 920 20
Meeting Minutes
Record the vote and action taken. Conclude with the name and signature of the individual recording the minutes.
Ch. 921 21
Summaries
Compress data from a longer publication, such as a business report, a magazine article, or a book chapter. Indicate the goal or purpose of the document being summarized. Highlight the research methods (if appropriate), findings, conclusions, and recommendations.
Ch. 922 22
Summaries
Omit illustrations, examples, and references. Organize for readability by including headings and bulleted or enumerated lists. Include your reactions or an overall evaluation of the document if asked to do so.
Ch. 923 23
Ten Keys to Designing Better Documents

Analyze your audience. Choose an appropriate type size. Use a consistent type font. Generally, don't justify right margins. Separate paragraphs and sentences appropriately.
Ch. 924 24

Design readable headlines. Strive for an attractive page layout. Use graphics and clip art with restraint. Avoid amateurish results. Develop expertise with your software program.
Ch. 925 25
End
Ch. 926 26
Ch. 101
Organizing Proposals
Introduction must provide "hook" to capture reader's interest. Background section identifies problems and goals of project. Proposal discusses plan for solving existing problem.
Ch. 102
Staffing section describes credentials and expertise of project leaders. Budget indicates project costs. Authorization asks for approval to proceed.
Ch. 103
Researching Secondary Data

Print Resources
Books Periodicals Bibliographic indexes (print, CD-ROM, and Web-based)
Ch. 104

Electronic Databases
Magazine, newspaper, and journal articles Newsletters, business reports, company profiles, government data, reviews, and directories
Ch. 105

The Web
Product data, mission statements, staff directories, press releases, current company news, government information, article reprints, scientific reports, and employment information
Ch. 106
How to Become a Savvy Web Researcher

Use two or three search tools. Understand the importance of case sensitivity in keyword searches. Understand the AND/OR default and the significance of quotation marks. Prefer uncommon words as search terms. Omit articles and prepositions.
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7

Use wild cards (e.g., cent** will retrieve center and centre). Know your search tool; use FAQs and "How to Search" sections. Bookmark the best. Be persistent.
Ch. 108

Direct strategy (main ideas first) Indirect strategy (facts and discussion first) Chronological sequence (historical data) Geographical or spatial arrangement (e.g., East, West, South, North, etc.)
Ch. 109
9

Topical or functional arrangement (e.g., duties of CEO, duties of general manager, etc.) Compare and contrast Journalistic pattern (who, what, when, where, why, how)
Ch. 1010 10

Value/size Importance (most to least or least to most) Simple to complex Best case/worst case
Ch. 1011 11
Illustrating Report Data

Reasons for using visual aids
To clarify data To summarize important ideas To emphasize facts and provide focus To add visual interest
Ch. 1012 12

Most common types of visuals aids
Tables Charts Graphs Photographs, maps, illustrations
Ch. 1013 13
Matching Visual Aids With Objectives

Table
To show exact figures and values
Ch. 1014 14

Bar Chart
To compare one item with others
Ch. 1015 15

Line Chart
To demonstrate changes in quantitative data over time
Ch. 1016 16

Pie Chart
To visualize a whole unit and the proportions of its components
Ch. 1017 17

Flow Chart
To display a process or procedure
Ch. 1018 18

Organization Chart
To define a hierarchy of elements or a set of relationships
Ch. 1019 19

Photograph
To achieve authenticity
Ch. 1020 20

Map
To spotlight a location
Ch. 1021 21

Illustration
To show an item in use
Ch. 1022 22
Tips for Effective Use of Visual Aids

Choose an appropriate visual aid to illustrate your objective. Clearly identify the contents of the visual aid with a meaningful title and appropriate labels. Refer the reader to the visual aid by discussing it in the text and mentioning its location and figure number.
Ch. 1023 23

Locate the visual aid close to its reference in the text. Strive for vertical placement of visual aids. Give credit to the source if appropriate.
Ch. 1024 24
Parts of a Formal Report

Prefatory Parts
Title page Letter of authorization Letter of transmittal Table of contents Executive summary, abstract, synopsis, or epitome
Ch. 1025 25

Body of Report
Introduction or background Discussion of findings Summary, conclusions, recommendations
Supplementary Parts
Footnotes or endnotes Bibliography Appendix
Ch. 1026 26
End
Ch. 1027 27
Ch. 111
Using Your Voice as a Communication Tool

Improve your pronunciation.
naturally not natcherly accessory not assessory dont you not doncha
Ch. 112

Work on the quality of your voice.
Do you sound friendly, alert, or positive? Do you sound angry, slow-witted, or negative?
Ch. 113

Adjust the volume of your voice and your rate of speech.
Speak as loudly or softly as the occasion demands. Dont make your listeners strain to hear you. Dont speak too rapidly.
Ch. 114

Use emphasis to express meaning.
Stress the words that require emphasis. Use of a lower pitch and volume can make you sound professional or reasonable.
Ch. 115
Promoting Positive Workplace Relations

Use correct names and titles. Choose appropriate workplace topics. Avoid negative remarks. Listen and learn. Give sincere and specific praise.
Ch. 116
6
Offering Constructive Criticism on the Job

Mentally outline your conversation. Use face-to-face communication. Focus on improvement (offer to help). Be specific; avoid broad generalizations. Focus on the behavior, not the person. Use we rather than you.
Ch. 117
7

Encourage two-way communication. Avoid anger, sarcasm, and a raised voice. Keep it private.
Ch. 118
Responding Professionally to Workplace Criticism

Listen without interrupting. Determine the speakers intent. Acknowledge what you are hearing. Paraphrase what was said. If necessary, ask for more information. Agreeif the comments made are fair.
Ch. 119
9

Disagree respectfully and constructivelyif you feel the comments made are unfair. Look for a middle position.
Ch. 1110 10
Common Conflict Response Patterns

Avoidance/withdrawal Accommodation/smoothing Compromise Competition/forcing Collaboration/problem solving
Ch. 1111 11
Six-Step Procedure for Dealing With Conflict

1. Listen carefully. Understand the problem. 2. Understand the other point of view. 3. Show a concern for the relationship. 4. Look for common ground. 5. Invent new problem-solving options. 6. Reach an agreement based on whats fair.
Ch. 1112 12
Making Effective Telephone Calls

Placing Calls
Plan a mini agenda. Use a three-point introduction:
1. State your name. 2. State your affiliation. 3. Give a brief explanation of why you are calling.
Be cheerful and accurate. Bring it to a close.

Ch. 1113 13

Avoid telephone tag. Leave complete voice-mail messages.
Ch. 1114 14

Receiving Calls
Identify yourself immediately. Be responsive and helpful. Be cautious when answering calls intended for others. Take messages carefully. Explain when transferring calls.
Ch. 1115 15
Practicing Courteous and Responsible Cell Phone Use

Be courteous to those around you. Observe the rules for wireless-free areas. Speak in low, conversational tones. Take only urgent calls. Drive now, talk later.
Ch. 1116 16
Meetings
Planning a Meeting
Ask yourself whether a meeting is really necessary. Invite only key individuals. Prepare an agenda (include topics, times, and names).
Ch. 1117 17
Meetings
Conducting a Meeting
Start the meeting on time. Begin with an introduction that establishes the goal and length of the meeting. Provide the background of the problem(s), suggest possible solutions. Present a tentative agenda.
Ch. 1118 18
Meetings
Establish ground rules. Appoint a secretary, who will take minutes, and a recorder, who will track ideas on a flipchart. Encourage participation by all, but avoid digressions. When the group reaches consensus, summarize and ask for confirmation.
Ch. 1119 19
Meetings
Concluding a Meeting and Following Up
End the meeting on time. Summarize the results achieved. Distribute minutes of the meeting a few days later. Remind group members of their follow-up assignments.
Ch. 1120 20
End
Ch. 1121 21
Ch. 121
Preparing an Oral Presentation

Identify your purpose.
Decide what you want your audience to believe, remember, or do when you finish. Aim all parts of your talk toward your purpose.
Ch. 122

Organize the introduction.
Get the audience involved. Capture attention by opening with a promise, story, startling fact, question, quotation, relevant problem, or self-effacing story. Establish your credibility by identifying your position, expertise, knowledge, or qualifications. Introduce your topic. Preview the main points. Essentials of Business Communication, Asian Edition
Ch. 123

Organize the body of your presentation.
Develop two to four main points. Streamline your topic and summarize its principal parts. Arrange the points logically: chronologically, from most important to least, by comparison and contrast, or by some other strategy. Prepare transitions. Use "bridge" statements between major points. (I've just discussed three reasons for X; now I want to move to Y.) Use verbal signposts: however, for example, etc. Essentials of Business Communication, Asian Edition Ch. 124 4

Have extra material ready. Be prepared with more information and visuals if needed.
Organize the conclusion.

Review your main points. Provide a final focus. Tell how listeners can use this information, why you have spoken, or what you want them to do.
Ch. 125
5
Types of Verbal Support

Type
Example
Use
Illustrate Clarify Add interest
Comments
Usually best in groups of two or three. Precede or follow with story. Adapt to audience. Must support thesis. Control length.
Story
Prove point Illustrate
Ch. 126

Type
Quotation
Use
Prove point Add credibility Add interest
Comments
Cite source. May paraphrase or read verbatim. Follow up with restatement or explanation. Link familiar with unfamiliar. Be sure comparison or analogy is valid.
Comparison
Improve understanding Add figurative interest
Ch. 127

Type
Statistics
Use
Prove point Add credibility
Comments
Link to audience needs. Use sparingly; round off. Support with visuals, handouts.
Ch. 128
Nine Techniques for Getting Your Audiences Attention

A Promise
By the end of my talk, you will . . . .
Drama
Tell a moving story; describe a problem.
Eye contact
Command attention by making eye contact with as many people as possible.
Ch. 129

Movement
Leave the lectern area. Move toward the audience.
A question
Ask for a show of hands. Use a rhetorical question.
A demonstration
Include a member of the audience.
Ch. 1210 10

Samples, gimmicks
Award prizes to volunteer participants; pass out samples.
Visuals
Use graphics and other visual aids.
Appeal to the audiences selfinterest

Audience members want to know, What's in it for me?
Ch. 1211 11
Maintaining Rapport
Use imagery.
Analogy (a comparison of something familiar with something unfamiliar)
Example: To understand how the heart is divided, imagine a house with two rooms upstairs and two downstairs.
Metaphor (an implied, nonliteral comparison)

Example: The old office building became a money pit.
Simile (a comparison that includes the words like or as)

Example: His mind works like a computer.
Ch. 1212 12
Maintaining Rapport
Use other interest-building devices.
Personal anecdotes Personalized statistics Worst- and best-case scenarios
Send positive, nonverbal messages.

Get out from behind the podium. Animate your body. Vary your facial expression. Punctuate your words.
Ch. 1213 13
Stage Fright Symptoms

Stomach butterflies Pounding heart Shortage of breath Sweaty palms Dry throat Unsteady voice Trembling hands Wobbly knees Tied tongue
Ch. 1214 14
How to Overcome Stage Fright

Select a familiar, relevant topic. Prepare 150 percent. Use positive self-talk. Convert your fear into anticipation and enthusiasm. Shift the focus from yourself to your visual aids.
Ch. 1215 15

Give yourself permission to make an occasional mistake. Ignore stumbles; keep going. Don't apologize. Make your listeners your partners. Get them involved. Just before you begin to talk, take some deep breaths.
Ch. 1216 16
Presentation Enhancers
Medium
Overhead projector Flipchart
Cost
Low
Size of Audience
2 to 200
Level of Formality
Formal or informal Informal Informal
Low
2 to 200 2 to 200
Write-and-wipe Medium board Slide projector Medium
2 to 500
Formal
Ch. 1217 17
Medium Cost Size of Audience
2 to 100
Level of Formality
Formal or informal Formal or informal Formal or informal
Video monitor Medium
Computer slides Handouts
Low
2 to 200
Varies
Unlimited
Ch. 1218 18
Designing and Using Graphics

Select the medium carefully.
Consider the size of the audience and the degree of formality desired. Consider cost, ease of preparation, and potential effectiveness.
Ch. 1219 19

Highlight main ideas.
Focus on major concepts only. Avoid overkill. Showing too many graphics reduces their effectiveness. Keep all visuals simple.
Ch. 1220 20

Ensure visibility.
Use large type for transparencies and slides. Position the screen high enough to be seen. Be sure all audience members can see.
Enhance comprehension.
Give the audience a moment to study a visual before discussing it. Paraphrase its verbal message; don't read it.
Ch. 1221 21

Practice using your visual aids.
Rehearse your talk, perfecting your handling of the visual aids. Talk to your audience and not to the visual aid.
Ch. 1222 22
Eight Serious Presentation Blunders

Getting distracted just before you speak. Being dull. Relying on only one or two illustrations to make your points. Not repeating your main point often enough. Not answering the audience's most pressing question: What's in it for me?
Ch. 1223 23

Failing to use signal phrases to focus on main points. Neglecting to time your presentation and practice it out loud. Forgetting to check your visual aids for readability. Answering hypothetical questions after your presentation.
Ch. 1224 24
End
Ch. 1225 25
Ch. 131
Test Your Employment Savvy

1. The average employee will have worked at how many jobs over the course of a career?
1 to 3 4 to 7 8 to 11 12 to 15
Ch. 132

1 to 3 4 to 7 8 to 11 12 to 15
Ch. 133

2. Having your job terminated ranks in the top ten of lifes most severe crises.
True False
Ch. 134

True False
Ch. 135

3. You are putting together a rsum. What format do recruiters generally prefer?
Chronological (arranged around dates) Functional (arranged around skills) Combination
Ch. 136

Ch. 137

4. Many experts in the field of recruiting think that the surest way for a college graduate to find a job today is by
Searching the Internet Sending out hundreds of rsums Networking Reading the classified ads
Ch. 138

Ch. 139

5. You begin your job search the way most people do by looking through the newspaper ads. What percentage of available opportunities can you find in those ads?
10 to 19 percent 20 to 29 percent 30 to 49 percent 50 percent or more
Ch. 1310 10

Ch. 1311 11

6. Youve heard that networking is a good way to find a job. Who should be on your list of people to contact?
Potential employers and professional organizations Family members, friends, neighbors, associates School alumni and former instructors Your dentist, your doctor, other service providers All of the above
Ch. 1312 12

Potential employers and professional organizations Family members, friends, neighbors, associates School alumni and former instructors Your dentist, your doctor, other service providers. All of the above
Ch. 1313 13

7. Youre now a serious candidate for a job. What percentage of companies will require pre-employment drug testing?
About 20 percent About 40 percent About 60 percent About 80 percent
Ch. 1314 14

Ch. 1315 15

8. Youve landed a job interview with a company that has a casual dress code. What should you do?
Dress in campus casual attire Dress professionally in a suit Hit a happy medium Call to ask interviewer
Ch. 1316 16

Dress in campus casual attire Dress professionally in a suit or Hit a happy medium Call to ask interviewer
Ch. 1317 17
Writing a Persuasive Rsum

Preparation
Research the job market.
Use newspapers, the Web, and other resources to learn about jobs, qualifications, and employers.
Analyze your strengths.

What will sell you for the job you want?
Study other rsums as models.

Experiment with formatting.
Ch. 1318 18

Heading and Objective
List your name, address, phone. Include a career objective for a targeted job.
Education
Name your degree, date of graduation, and institution. List your major and GPA.
Give information about your studies, but dont inventory all your courses.
Ch. 1319 19

Work Experience
List your previous jobs.
Start with the most recent jobs. Include employers name and city, dates of employment (month, year), and most significant title. Manager, Fleet Equipment, Kettering, Ohio. 6/03 to present Salesperson, Kmart, Dayton, Ohio. 4/02 to 5/03 Tax Preparer, Volunteer Income Tax Assistance program. March, 2003, to present. Sinclair College, Dayton, Ohio
Ch. 1320 20

Work Experience
Describe your experience.
Use action verbs to summarize achievements and skills relevant to your targeted job. Prepared state and federal tax returns for individuals with incomes under $25,000. Conducted interviews with over 50 individuals to elicit data regarding taxes. Determined legitimate tax deductions and recorded them accurately.
Ch. 1321 21

Work Experience
Include nontechnical skills.
Give evidence of communication, management, and interpersonal skills. Employers want more than empty assurances. Try to quantify your skills. Organized holiday awards program for 1200 attendees and 140 awardees. Praised by top management for enthusiastic teamwork and achievement.
Ch. 1322 22

Special Skills, Achievements, Awards
Highlight your computer skills.
All employers seek employees proficient with word processing, databases, and spreadsheets.
Show that you are well-rounded.

List awards and extracurricular activities, especially if they demonstrate leadership, teamwork, reliability, loyalty, initiative, efficiency, and self-sufficiency.
Ch. 1323 23

Additional Tips
Omit references (unless specifically required). Look for ways to condense your data. Double-check for parallel phrasing. Project professionalism and quality.
Avoid personal pronouns. Omit humor. Use 24-pound paper and a quality printer.
Have a friend or colleague critique your rsum.
Ch. 1324 24

Additional Tips
Have a friend or colleague critique your rsum. Proofread!

Ch. 1325 25

Additional Tips
Have a friend or colleague critique your rsum. Proofread! Proofread!

Ch. 1326 26

Additional Tips
Have a friend or colleague critique your rsum. Proofread! Proofread! Proofread!

Ch. 1327 27

Additional Tips
Have a friend or colleague critique your rsum. Proofread! Proofread! Proofread! Proofread!
Ch. 1328 28
Poor Rsum
RSUM OF JENNIE JENKINS 3320 Lafayette Street, #12 San Leandro, CA 94561 (415) 781-5592 OBJECTIVE: An entry-level position where my proven communication, accounting, and administrative skills could be utilized in a path leading to advancement into management eventually. DEGREE from San Francisco State University. Broadcast Communication Arts. Bachelor of arts. 3.2 in major.
Ch. 1329 29
Poor Rsum
EXPERIENCE Apprentice KPFA - 94.1 in Berkeley, CA. Duties included scheduling studios. Also recruited staff. Some paperwork. Often given responsibility to act as production manager. 10/03 to present. Pacifica House Position for financial manager. Duties included payroll and benefits for employees of shelter. Was responsible for the books, also for cash transactions. Took care of some donations. Expected to help raise funds. I prepared all payroll reports. Also petty cash. Chaotic environment, underfunded.
Ch. 1330 30
Poor Rsum
Spring, 1999 Worked for one spring with Renaissance Rainbow, which is a performing arts troupe operating out of San Francisco. My duties included scheduling interviews with print and broadcast journalists. Was responsible for volunteers and publicity. Other temporary positions Manpower, Inc. San Francisco. Worked at many different places as a temp. 1999-02. Dorhring Company. File clerk, receptionist, general duties. Other places. Good Earth Restaurant - server 1998-1999.
Ch. 1331 31
Poor Rsum
Personal Self-starter, can finish jobs without supervision. Marital status: single Birth: 6/15/80 Health: Excellent Hobbies: Knitting, singing, like to read First Baptist Gospel Choir Awards: Spirit Award, Oakland High School Deans List, college, 2 semesters
Ch. 1332 32
Improved Rsum
Jennifer Marie Jenkins
3320 Lafayette Street, #12 San Leandro, CA 94561 (415) 781-5592 Objective: Administrative position involving Payroll Accounting Employee Benefits Customer Service SUMMARY OF QUALIFICATIONS Two years experience in responsible administrative and accounting positions Disciplined self-starter; able to work without supervision Proficient with PCs including Word, Excel, and the Internet
Ch. 1333 33
Improved Rsum
Can be counted on to follow through on every detail, until a task is successfully ..completed B.A. degree, San Francisco State University RELEVANT EXPERIENCE 10/03 to Apprentice, Radio Production, KPFA - 94.1, present Berkeley, CA As production manager, schedule studios, recruit support staff Process scripts, permissions, and logs involved in weekly productions 2002-03 Financial manager, The Pacifica House (shelter), San Francisco, CA Used computer to manage payroll and employee benefits for a staff of 26 Completed all projects on time, despite chronically chaotic environment
Ch. 1334 34
Improved Rsum
Managed agency's cash flow, involving funder reimbursements, in-kind donations, ..and fund-raising Processed all accounts payable and receivable, monthly, and quarterly statistical ..reports for local, state, and federal funding agencies; oversaw petty cash Designed a flow chart to track success of a $25,000 fund-raising project Publicity coordinator, Renaissance Rainbow (performance arts troupe), San Francisco, CA Scheduled all media interviews and supervised volunteers Coordinated publicity mailings for African-American Performance Arts Festival Temp positions, Manpower Temporary Services, San Francisco, CA Developed customer service skills as telephone interviewer for Dorhring ..Company 1999-01 Spring, 1999
Ch. 1335 35
Improved Rsum
Maintained files, routed incoming telephone calls, input employee progress ..journals, prepared interoffice memos, recorded accounts payable checks, ..keyboarded accounts payable correspondence, learned e-mail systems in various ..assignments EDUCATION B.A. in Broadcast Communication Arts, San Francisco State University, 2002 GPA in major: 3.2 Dean's list, 2 semesters
Ch. 1336 36
Preparing a Computer-Friendly Rsum

Emphasize keywordsnouns that describe traits, skills, and characteristics from job description. Avoid unusual typefaces, underlining, and italics. Use 10 to 14-point type.
Ch. 1337 37

Use smooth white paper, black ink, and quality printing. Be sure that your name is on the first line. Provide plenty of white space. Avoid double columns. Dont fold or staple your rsum.
Ch. 1338 38

Use abbreviations carefully. Include all your addresses and telephone numbers. Be prepared to send your rsum in ASCII.
Note: Unlike a paper rsum, one that will be scanned by a computer may be as long as you think necessary.
Ch. 1339 39
What Turns Recruiters Off When Reading a Rsum?

A focus group of nine expert recruiters gave these individual responses:
Personal data. Thats a major red flag. Also typos, inconsistent punctuation, and huge paragraphs that look like job descriptions. Odd-sized rsums from services saying Presenting the candidacy of . . . I don't even read them anymore. Theyre a major rip-off.
Ch. 1340 40

Rsums that show no research; not looking at the employers needs. Omissions in terms of dates. And misspellings! Long cover letters and rsums over two pages.
Ch. 1341 41

Excess cosmetics, substituting form for content. A rsum should look nice but not go overboard. A photo. I have to remove them because managers must be color and gender blind. Not sending the rsum to the right place.
Ch. 1342 42
What Do Recruiters Consider Most Important in a Rsum?

The objective. Plus dates when things happened and accomplishments. Information about skills that apply to the job; less about job history and past duties. Valid information in an easy-to-read, attractive style.
Ch. 1343 43

The candidates address and phone number. Lots of people put them only in the cover letter! Realizing that the employer is looking for red flags and making sure there arent any. If you have an employment gap, include a clear statement explaining it.
Ch. 1344 44

Meeting the qualifications for the job. The presentation and the objective. A clear objective, backed up with qualifying experience and continuity in the work history.
Ch. 1345 45
Writing a Persuasive Job Application Letter

Opening
Address the letter to an individual by name. For advertised jobs, name the source; include job title, date, and publication. If someone referred you, name that person. Show that your qualifications fit the job specifications, show your knowledge of the readers business, or show that your special talents will be assets to the company.
Ch. 1346 46

Body
Demonstrate that your background and training meet the job requirements. Summarize your principal assets from education, experience, and special skills. Avoid repeating specific data from your rsum. Refer to your rsum.
Ch. 1347 47

Closing
Ask for an interview. Consider hooking the request to a statement reviewing your strongest points. Make it easy to respond. Tell when and where you can be reached (during office hours). Some recruiters prefer that you call them.
Ch. 1348 48
End
Ch. 1349 49
Ch. 141
Succeeding in a Telephone Screening Interview

Gather supporting material (your rsum, telephone numbers of possible references, other numbers, and a calendar). Know your strengths and weaknesses. Know the keys to the jobwhat the job description calls for and how you meet those requirements.
Ch. 142
2

Have your schedule for the next few weeks in front of you. If caught off guard, ask if you can call back from the telephone in your office. Be prepared to ask your own questions. Remember that you should be talking about 80 percent of the time. Stand as you talk; you'll sound more energetic.
Ch. 143
3
Preparing for a Hiring/ Placement Job Interview

Investigate the target organization. Know the leaders, company products, finances, goals, competition, accomplishments, setbacks. Study the job description. How do your skills and accomplishments fit the position?
Ch. 144
4

Practice answers to typical interview questions. Get your best responses down pat. Expect to explain problem areas on your rsum. Build interviewing experience with less important jobs first.
Ch. 145
5

Videotape or tape record a practice session to see how you come across.
Ch. 146
Sending Positive Nonverbal Messages

Arrive on time or a little early. Be courteous and congenial to everyone. Introduce yourself to the receptionist and wait to be seated. Dress professionally. Greet the interviewer confidently. Wait for the interviewer to offer you a chair.
Ch. 147
7

Control your body movements. Make frequent eye contact but don't get into a staring contest. Smile enough to convey a positive attitude. Sound enthusiastic and interestedbut sincere.
Ch. 148
Fighting Job Interview Fears

Practice interviewing as often as you can, particularly with real companies. Prepare 110 percent. Know how you will answer the most frequently asked questions. Be ready with your success stories. Rehearse your closing statement.
Ch. 149
9

Take deep breaths, particularly before the interview. Remember that during some parts of the interview you will be in charge. Remember that you are also evaluating the interviewer and his or her organization. This should give you confidence.
Ch. 1410 10
Five Important Areas Employers Will Probe

Communication skills. How well do you present yourself and your ideas? Attitude. Do you have a positive attitude about yourself and your career? Aptitude. Do your educational training and general life experiences qualify you for this position?
Ch. 1411 11

Potential. How do your attitude and aptitude combine to contribute to this company? Motivation. What are your short- and longterm career goals? Why do you want this job?
Ch. 1412 12
Answering Interview Questions Effectively

Use the interviewer's name occasionally. Be sure you understand the question asked. If necessary, clarify vague questions by asking questions of your own, such as "By _ _ _ _ do you mean _ _ _ _?" Use good English and enunciate clearly. Avoid answering with a simple "yes" or "no."
Ch. 1413 13

Aim your answers at key requirements for the job and at characteristics that interviewers seek: expertise, competence, communication skills, and enthusiasm for the job. Do not lie. Don't be a "know-it-all." Don't be overbearing, overly aggressive, or conceited.
Ch. 1414 14

Never make derogatory statements about your present or former employers. Show what you can do for the company; avoid an attitude of "What can you do for me?" Don't inquire about salary, vacations, and bonuses until the interviewer raises the issue or until you are offered the position.
Ch. 1415 15
Ten Standard Interview Questions

What would you like to tell me about yourself? Why do you want this job? What best qualifies you for this job? What are your key strengths? What are your weaknesses?
Ch. 1416 16

What did you like and dislike about your last job? Do you consider yourself a team player? Why? What are your career goals? Where do you expect to be five years from now? What salary do you expect to receive?
Ch. 1417 17
Ten Good Questions for You to Ask

What will my duties be? Do you have a written job description for this position? What is it like working here, in terms of the people, management practices, work loads, expected performance, and rewards?
Ch. 1418 18

What training programs does this organization offer? What are the possibilities for promotion? What is the first problem that needs the attention of the person you will hire? What is the organizational structure, and where does this position fit within it?
Ch. 1419 19

Who would be my immediate supervisor? What is the salary for this position? When will I hear from you regarding further action on my application?
Ch. 1420 20
Closing a Job Interview and Following Up

When the interviewer signals the end of the interview, stand up and shake hands. Find out what action will follow. Ask, "When can I expect to hear from you?" After his or her reply, say "If I don't hear from you by then, may I call you?" Thank the interviewer. Say goodbye to the receptionist.
Ch. 1421 21

Take notes on the interview as soon as you leave. Alert your references that they might be called. Write a thank-you letter to the interviewer. Remind the interviewer of your visit. Show that you really want the job and that you are qualified for it.
Ch. 1422 22
End
Ch. 1423 23
Ch. 151
Importance of Ethical Communication

Learning Ethical models
Helps you discover and make explicit your ethical positions and standards Enables you to diagnose the ethical position of your interlocutors. Provides you with a conceptual framework that will guide you towards becoming a consistent ethical business communicator.
Ch. 152
Stages in Ethical Development: Lawrence Kohlberg (1973)

Level
Pre-conventional
Stages
Fear of punishment Desire for rewards as well as fear of punishment Desire for approval Sense of duty to obey the law Regard for standard of society: utilitarianism Respect for universal principles of justice & welfare
Orientation
Self
Justification
Obedience to Authority; Punishment avoidance Greed (Reward seeking) Societal norms of a good person Law & order Truth, Fairness, Justice (Social Contract) Conscience & moral rules guiding actions
Conventional
Others/Group
Post-conventional
Universal & humankind
Ch. 153
Individual Ethical Frameworks

A. Utilitarian Approach
Focuses on whether the decision made will deliver the greatest good to the greatest number of people affected. Recognizes that decisions made by people can have both positives and negative consequences.
Ch. 154

B. Moral Rights Approach
Recognizes that human beings are born with fundamental rights and privileges. Stresses the importance of respecting and protecting the fundamental rights of all human beings.
Ch. 155

C. Justice Approach
Focuses on how the costs and benefits of an action are distributed and whether the distribution is fair and equitable. Three types of justice approach are: distributive, procedural, and compensatory justice.
Ch. 156

1. Distributive Justice Approach
Rewards and punishments should be fairly
distributed based on how much individuals contribute towards, or deviate from the given organizational goals. Discrimination (e.g., race, gender) is an example of the lack of distributive justice.
Ch. 157

2. Procedural Justice Approach
The policies, rules, and procedures relating to decisions and behaviors should be applied fairly and consistently. The criterion is whether the rules and processes governing the distribution of the rewards and punishments are fair.
Ch. 158

3. Compensatory Justice Approach
Involves compensating someone for a past wrong decision or action. Requires that hurt parties be compensated for past injustice.
Ch. 159

When adopting Justice Approach, the decision maker should consider:
1.whether costs and benefits are fairly distributed and how; 2.whether the procedures for distributing costs and benefits are fair and clear; 3.whether individuals who are unfairly affected by this course of action are fairly compensated.
Ch. 1510 10
Corporate Social Responsibility (CRS)

Corporate social responsibility refers to:
Obligations of a corporation. How it acts in terms of its own corporate interests and profits in relation to the interests of its external stakeholders.
Ch. 1511 11

Corporate social responsibility includes concerns about:
Green and environmental protection issues Community service Employment practices General corporate philanthropy
Ch. 1512 12

Effects of corporate social responsibility on organization Examples:
Johnson and Johnson Tylenol case in 1980s Vita Soy Soybean Contamination case in 1997 The Coca-cola The recall of drinks after poisoning of a consumer in 2006 Nike Inappropriate labor practices in 1990s
Ch. 1513 13
Ethically Based Communication Style

A. Utilitarian Communication Style
Believes that the decision should benefit the majority. Utilitarians compare alternative options and are open and receptive to exploring different viewpoints.
Ch. 1514 14

B. Moral Rights Communicating Style
The advocates believe that decisions and actions are either right or wrong. People holding a moral rights perspective focus on analyzing or explaining why a decision or action is either right or wrong, rather than the consequences of the decision or action.
Ch. 1515 15

C. Justice Communication Style
Justice advocates are interested in how and whether the costs and benefits of decisions and actions are distributed equitably.
Ch. 1516 16

D. Universalist Communication Style
Ethical universalism believes that ethical principles are universal and should be applied to all cultures. Universalists stress on conveying universal values.
Ch. 1517 17

E. Relativist Communication Style
Believes that ethical behavior is influenced by the cultural context. When in Rome, do as Romans do. Relativists focus on the different values between cultures.
Ch. 1518 18
Possible Ethical Communication Conflict

Utilitarian versus Moral Rights Communication Conflicts
The utilitarians may not be interested in the rights or wrongs of a decision, whereas the moral rights adherent is not interested in the pros and cons of the proposed actions.
Ch. 1519 19

Universalistic versus Relativistic Communication Conflicts
While universalists do not recognize that certain rights and traditions of a culture need to be respected, relativists fail to recognize that certain fundamental rights are applicable to all cultures.
Ch. 1520 20

Justice Communication Conflicts
Communicators taking the justice approach have a shared perspective and a basis for successful communication. Communication conflicts can still arise among individuals holding differing views about what constitutes justice (e.g. distributive, procedural, compensatory justice)
Ch. 1521 21
Ethics & Decision Models

A. Rational or Classical Model
The decision maker selects the best option among alternatives to reach an optimal goal. It encourages ethical communication by promoting extensive information flow and promotes an open process of communication. This method is most costly and time consuming.
Ch. 1522 22

B. Behavioral Model
The decision maker identifies one alternative at a time and selects the first satisfactory alternative identified. It is often adopted by managers who are constrained by information, costs and time. This model may carry with it a greater possibility of unethical decision making and unequal communication.
Ch. 1523 23

C. Retroactive Model
The decision maker chooses a favorable alternative early in the decision making process but carries it through the sequential steps of the rational decision making process with other alternatives. A favorable option is considered along with other alternatives, but a change of intention is lacking.
Ch. 1524 24
Dealing with Ethical Dilemmas

When encountering ethical dilemmas in dealing with borderline or gray area situations, individuals tend to rationalize their inappropriate behavior. The individual may believe that:
their misconduct is not really illegal; or the result is in everyones best interests.
Ch. 1525 25
End
Ch. 1526 26
Ch. 11
Communication Skills
Why do you need good communication skills?
Ch. 12
Communication skills are essential for
Job placement Job performance Career advancement Success in the new world of work
Ch. 13
Trends in the New Workplace

Flattened management hierarchies
More participatory management Increased emphasis on teams Heightened global competition Innovative communication technologies New work environments Focus on information as a corporate asset
Ch. 14
4
The Process of Communication

Feedback travels to sender
NOISE
Sender has idea Sender encodes message Channel carries message Receiver decodes message Receiver understands message
Possible additional feedback to receiver
NOISE
Ch. 15

How may the sender encode a message? What kinds of channels carry messages? How does a receiver decode a message? When is communication successful? How can a communicator provide for feedback? Verbally or nonverbally. By speaking, writing, gesturing. Letters, e-mail, memos, TV, telephone, voice, body. Others? Hearing, reading, observing. When a message is understood as the sender intended it to be. Ask questions, watch responses, dont dominate the exchange.
Ch. 16
Barriers to Effective Listening

Physical barriershearing disabilities, noisy surroundings Psychological barrierstuning out ideas that counter our values Language problemsunfamiliar or charged words Nonverbal distractionsclothing, mannerisms, appearance
Ch. 17
7

Thought speedour minds process thoughts faster than speakers express them Faking attentionpretending to listen Grandstandingtalking all the time or listening only for the next pause
Ch. 18
Ten Misconceptions About Listening

Listening is a matter of intelligence.
Fact: Careful listening is a learned behavior.
Speaking is more important than listening in the communication process.

Fact: Speaking and listening are equally important.
Ch. 19

Listening is easy and requires little energy.
Fact: Active listeners undergo the same physiological changes as a person jogging.
Listening and hearing are the same process.

Fact: Listening is a conscious, selective process. Hearing is an involuntary act.
Ch. 110 10

Speakers are able to command listening.
Fact: Speakers cannot make a person actually listen.
Hearing ability determines listening ability.

Fact: Listening happens mentallybetween the ears.
Ch. 111 11

Speakers are totally responsible for communication success.
Fact: Communication is a two-way street.
Listening is only a matter of understanding a speakers words.

Fact: Nonverbal signals also help listeners gain understanding.
Ch. 112 12

Daily practice eliminates the need for listening training.
Fact: Without effective listening training, most practice merely reinforces negative behaviors.
Competence in listening develops naturally.

Fact: Untrained people listen at only 25 percent efficiency.
Ch. 113 13
Tips for Becoming an Active Listener

Stop talking. Control your surroundings. Establish a receptive mind-set. Listen for main points. Capitalize on lag time. Listen between the lines.
Ch. 114 14

Judge ideas, not appearances. Hold your fire. Take selective notes. Provide feedback.
Ch. 115 15
Nonverbal Communication
The eyes, face, and body send silent messages.
Eye contact Facial expression Posture and gestures
Appearance sends silent messages.

Appearance of business documents Appearance of people
Ch. 116 16
Time, space, and territory send silent messages.
Time (punctuality and structure of) Space (arrangement of objects in) Territory (privacy zones)
Ch. 117 17
Ch. 118 18
Tips for Improving Your Nonverbal Skills

Establish and maintain eye contact. Use posture to show interest. Improve your decoding skills. Probe for more information. Avoid assigning nonverbal meanings out of context.
Ch. 119 19

Associate with people from diverse cultures. Appreciate the power of appearance. Observe yourself on videotape. Enlist friends and family.
Ch. 120 20
Culture and Communication

Good communication demands special sensitivity and skills when communicators are from different cultures.
Ch. 121 21

Key North American Beliefs:
Individualism
Initiative, self-assertion, personal achievement
Informality
Little emphasis on rituals, ceremonies, rank; preference for informal dress
Direct communication style

Impatient, literal, suspicious of evasiveness
Importance of time
Precious, correlates with productivity
Ch. 122 22
Comparing U.S. and Foreigners Views

U .S P ersons V iew s Foreigners V iew s of Them selves of U .S . P ersons
Info rm al, frien dly, casu al E galitarian D irect, ag gressive E fficient G oal/achievem ento riented U nd isciplined, o verly p erson al In sensitive to status B lun t, rud e, op pressive O bsessed w ith tim e; o ppo rtunistic P rom ise m o re than they d eliver
Ch. 123 23

U.S Persons Views Foreigners Views of Them selves of U.S. Persons
Profit-oriented Resourceful, ingenious Individualistic, progressive Dynam ic, find identity in work Enthusiastic, prefer hardsell Open M aterialistic W ork-oriented; deals m ore im portant than people Self-absorbed, equating new with best Driven Deceptive, fearsom e W eak, untrustworthy
Ch. 124 24
Proverbs Reflect Culture

What do these proverbs indicate about this culture and what it values?
U.S Proverbs
The squeaking wheel gets the grease. Waste not, want not. He who holds the gold makes the rules. If at first you dont succeed, try, try again. The early bird gets the worm.
Ch. 125 25

Chinese Proverbs
A man who waits for a roast duck to fly into his mouth must wait a very, very long time. A man who says it cannot be done should not interrupt a man doing it. Give a man a fish, and he will live for a day; give him a net, and he will live for a lifetime.
Ch. 126 26

What do these proverbs indicate about these cultures and what they value?
No one is either rich or poor who has not helped himself to be so. (German) Words do not make flour. (Italian) The nail that sticks up gets pounded down. (Japanese)
Ch. 127 27
High-Context and Low-Context Cultures

High Context
Japanese Arab Latin American Spanish English Italian French North American Scandinavian German Swiss
Low Context
Ch. 128 28

High-Context Cultures Relational Collectivist Intuitive Contemplative Low-Context Cultures Linear Individualistic Logical Action-oriented
Ch. 129 29
Improving Communication With Multicultural Audiences

Oral Messages
Learn foreign phrases. Use simple English. Speak slowly and enunciate clearly. Observe eye messages. Encourage accurate feedback. Check frequently for comprehension.
Ch. 130 30

Oral Messages (continued)
Accept blame. Listen without interrupting. Remember to smile! Follow up in writing.
Ch. 131 31

Written Messages
Adapt to local formats. Use short sentences and short paragraphs. Avoid ambiguous expressions. Strive for clarity. Use correct grammar. Cite numbers carefully.
Ch. 132 32
Effective Communication With Diverse Workplace Audiences

Understand the value of differences. Dont expect total conformity. Create zero tolerance for bias and stereotypes. Practice focused, thoughtful, and openminded listening. Invite, use, and give feedback.
Ch. 133 33

Make fewer workplace assumptions. Learn about your own cultural self. Learn about other cultures and identity groups. Seek common ground.
Ch. 134 34
End
Ch. 135
Ch. 61
Writing Plan for Information Request

Opening: Ask the most important question first or express a polite command. Explain the request logically and courteously. Ask other questions if necessary. Request a specific action with an end date, if appropriate, and show appreciation.
Ch. 62
2
Body:
Closing:

Weak:
Ive been given the task of locating a convention site for my companys meeting. Ive checked a number of places, and your hotel looks possible.
Improved:
Will you please answer the following questions regarding possible accommodations at the Hyatt Regency for a conference in May.
Ch. 63
3

Weak:
While reading WIRED magazine, I noticed an offer of a free video describing your Webbuilding software.
Improved:
Please send me your free video describing your Web-building software.
Ch. 64

Weak:
I am conducting a training class for students of photography at the Lincoln Training Center, and I saw a picture that we would like to use in our program.
Improved:
What is the procedure for ordering a copy of a photograph to be used for training purposes?
Ch. 65
5

Weak:
Thanks for any information you provide.
Improved:
We would appreciate receiving answers to these questions before April 4 so that we will have plenty of time to plan our conference.
Ch. 66

Weak:
Hoping to hear from you at your earliest convenience.
Improved:
Please send the video by August 15.
Ch. 67

Weak:
Thank you for your cooperation.
Improved:
Your answer to my inquiry will help me make my printer choice. Thanks!
Ch. 68

Letterhead Island Graphics
893 Dillingham Boulevard Honolulu, HI 96817-8817
line 12 or 2 lines below letterhead
Dateline Inside Address
September 13, 200x

2 to 10 lines
Mr. T. M. Wilson Visual Concepts Enterprises 1901 Haumualii Highway Lihue, HI 96766
1 blank line
Salutation
Dear Mr. Wilson:

Ch. 69
9

1 blank line
Subject Line Body
SUBJECT: BLOCK LETTER STYLE

1 blank line
This letter illustrates block letter style, about which you asked. All typed lines begin at the left margin. The date is usually placed two inches from the top edge of the paper or two lines below the last line of the letterhead, whichever position is lower. If a subject line is included, it appears two lines below the salutation. The word SUBJECT is optional. The complimentary close appears
Ch. 610 10

two lines below the end of the last paragraph.
1 blank line
Complimentary Sincerely, Close

3 blank lines
Signature Block Reference Initials
Mark H. Wong Graphics Designer

1 blank line
MHW:pil
Ch. 611 11
Writing Plan for an Order Request

Opening: Body: Authorize purchase of items. Suggest method of shipping. List items vertically. Provide quantity, order number, description, and unit price. Request shipment by a specific date. Tell method of payment. Express appreciation.
Closing:
Ch. 612 12
Writing Plan for Simple Claim

Opening: Body: Describe clearly the desired action. Explain the nature of the claim. Tell why the claim is justified. Provide details regarding the action requested. End pleasantly with a goodwill statement. Include end dating if appropriate.
Closing:
Ch. 613 13
Writing Plan for Granting Claim

Subject Line (optional): Identify previous correspondence. Opening: Grant the request or announce an adjustment immediately. Body: Provide details about how you are complying with the request. Try to regain the readers confidence. Include resale or sales promotion if appropriate. Closing: End positively with forward-looking thought. Express confidence in future business dealings. Essentials of Business Communication, Asian Edition
Ch. 614 14
Writing Plan for a Letter of Recommendation

Opening: Identify the applicant, the position, and the reason for writing. Establish your relationship with the applicant. Body: Describe applicants job duties; give specific examples of skills and attributes. Compare with others in field. Closing: Summarize applicants significant attributes. Offer an overall rating. Draw a conclusion regarding the recommendation.
Ch. 615 15

1. Letters of appreciation
To customers for their business To hosts and hostesses for their hospitality To colleagues for jobs well done To individuals who have performed favors
Ch. 616 16

2. Letters of congratulation
For engagements, marriages, anniversaries, births For promotions, appointments For awards For any significant event
Ch. 617 17

3. Letters of sympathy
To console a friend, relative, or loved one
Ch. 618 18

Typical Greeting Card Thank-You Message
It's wonderful to visit with someone as nice as you You make your guests feel so at home by everything you do. So this just comes to thank you in a warm and special way For your hospitality was enjoyed much more than words can say!
Ch. 619 19

Dear Professor and Mrs. Shelton: Thanks for inviting the other members of our business club and me to your home for dinner last Saturday. The warm reception you and your wife gave us made the evening very special. Your gracious hospitality, the delicious dinner served in a lovely setting, and the lively discussion following dinner all served to create an enjoyable evening that I will long remember.
Ch. 620 20

We appreciate the opportunity you provided for us students to become better acquainted with each other and with you. Sincerely,
Ch. 621 21

The Five Ss
Be selfless. Discuss the receiver, not the sender. Be specific. Instead of generic statements (You did a good job), include special details (Your marketing strategy to target key customers proved to be outstanding).
Ch. 622 22

The Five Ss
Be sincere. Show your honest feelings with conversational, unpretentious language (We're all very proud of your award). Be spontaneous. Strive to make the message natural, fresh, and direct. Avoid canned phrases (If I may be of service, please do not hesitate . . . . ).
Ch. 623 23

The Five Ss
Keep the message short. Remember that, although they may be as long as needed, most goodwill messages are fairly short.
Ch. 624 24
Writing Thank-Yous
Cover three points in gift thank-yous.
Identify the gift. Tell why you appreciate it. Explain how you will use it.
Ch. 625 25
Writing Thank-Yous
Be sincere in sending thanks for a favor.
Tell what the favor means to you. Avoid superlatives and gushiness. Maintain credibility with sincere, simple statements.
Ch. 626 26
Writing Thank-Yous
Offer praise in expressing thanks for hospitality. As appropriate, compliment the following:
Fine food Charming surroundings Warm hospitality Excellent host and hostess Good company
Ch. 627 27
Answering Congratulatory Messages

Respond to congratulations.
Send a brief note expressing your appreciation. Tell how good the message made you feel.
Accept praise gracefully.

Don't make belittling comments (I'm not really all that good!) to reduce awkwardness or embarrassment.
Ch. 628 28
Extending Sympathy
Refer to the loss or tragedy directly but sensitively. In the first sentence mention the loss and your personal reaction. For deaths, praise the deceased. Describe positive personal characteristics (Howard was a forceful but caring leader).
Ch. 629 29
Extending Sympathy
Offer assistance. Suggest your availability, especially if you can do something specific. End on a reassuring, positive note. Perhaps refer to the strength the receiver finds in friends, family, colleagues, or religion.
Ch. 630 30
End
Ch. 631 31
Ch. 71

Opening
Obtain the readers attention and interest.
Body
Explain logically and concisely the purpose of your request. Reduce resistance with counterarguments; establish credibility.
Ch. 72

Closing
Ask for a particular action. Make it easy to respond. Show courtesy and respect.
Ch. 73
Tips for Complaints

Begin with a compliment, point of agreement, statement of the problem, or brief review of action you have taken to resolve the problem. Provide identifying data. Explain why the receiver is responsible.
Ch. 74
Tips for Complaints

Enclose document copies supporting your claim. Appeal to the receiver's fairness, ethical and legal responsibilities, and desire for customer satisfaction. Describe your feelings and your disappointment.
Ch. 75
5
Tips for Complaints

Avoid sounding angry, emotional, or irrational. Close by telling exactly what you want done.
Ch. 76

Mr. John M. Watson Retail Credit Department Union National Bank P. O. Box 2051 Little Rock, AR 72203 Dear Mr. Watson: You have charged my wife's Visa account with erroneous "overthe-limit" charges that are quite unfair, and I am very upset about it.
Ch. 77

How can we be charged with "over-the-limit" charges when nearly every one of the charges was approved? We don't keep a running record of our Visa account and all our credit purchases on it, so we did not know that we were close to the limit. Between August 7 and September 27 we made 12 purchases. We were charged a $10 fee for each of these 12 transactions because we exceeded our credit limit. However, 10 of these transactions were phoned in for approval, and ALL WERE APPROVED! Why were they approved if we were over our credit limit? Obviously, we would not have continued to make purchases if we had known we were over our limit.
Ch. 78

It seems to me that your approval system is at fault here. And why aren't new cardholders informed of your rules? The charges we made exceeding the limit were clearly unintentional. Furthermore, our actions were made on the basis of misinformation and errors on the part of your credit processors. Angrily yours,
Ch. 79

Discussion:
1. Does the opening obtain the reader's attention in a positive manner? 2. Why does the writer think that the $120 penalty is unreasonable? Does the writer offer convincing reasons? Are they logically presented? 3. Does the writer try to blame the bank for the penalty?
Ch. 710 10

Discussion:
4. What action does the writer seek? 5. Is that action clearly stated? 6. Does the letter show courtesy and respect? 7. How would you feel if you were the receiver?
Ch. 711 11

Dear Mr. Watson: SUBJECT: Over-the-Limit Credit Card Charges Because of the wide acceptance of the Visa credit card and because of your bank's attractive interest rate, my wife and I were eager to become cardholders two years ago. Recently, however, we experienced a charge to our account that we would like to discuss with you. Between the period of August 7 and September 27, we made 12
Ch. 712 12

small purchases. Ten of these purchases were given telephone approval. When we received our last statement, a copy of which is enclosed, we were surprised to see that we were charged $10 each for these purchases because our account was over our limit. The total charge was $120. Of course, we should have been more aware of our limit and the number of charges that we were making against our account. We assumed, however, that if our purchases received telephone approval from your credit processors, we were still within our credit limit.
Ch. 713 13

Please examine our account, Mr. Watson, and reconsider this penalty. Since we have never exceeded our credit limit in the past and since we had received telephone approval for most of the charges in question, we feel that the $120 charge should be removed. Sincerely,
Ch. 714 14

1. About 15 months ago your smooth-talking salesperson seduced us into buying your Model RX copier, which has been nothing but trouble ever since. 2. If you will check your records, you will undoubtedly discover that we first obtained our model RX copier 15 months ago. It was installed in our Legal Department.
Ch. 715 15

3. When we purchased our Model RX copier 15 months ago, we had high expectations for its performance. 4. We need a speaker for our graduation ceremony, and your name was suggested. 5. Would you be able to speak at our graduation ceremony on June 7?
Ch. 716 16

6. We realize that you are an extremely busy individual and that you must be booked up months in advance, but would it be possible for you to speak at our graduation ceremony on June 7? 7. You were voted by our students as the speaker they would most like to hear at graduation on June 7.
Ch. 717 17

Honorable David H. Davis California House of Representatives Sacramento, CA 95030 Dear Mr. Davis: Would you be interested in speaking to the students at Foothill College? If you would be in town on April 16, our Associated Student Organization is having a Career Awareness Day. Many of our
Ch. 718 18

15,000 students (and most are registered voters in your district) will be attending this function where three major speakers have been invited. We hope to find good speakers from industry, education, and politics. Our ASO voted you the politician they would most like to hear. We could offer you 30 minutes to impart information about politics as a career, its rewards, and its punishments. Our Career Awareness Day will contain information booths; students can talk about careers and learn about them at these
Ch. 719 19

booths. Then the three speakers will follow these booths at 12 noon in the Campus Center. Let me know by March 15 if you'd like to be one of our speakers. We'd enjoy having you and it could be good for you, too. If you let me know early enough, we can get some publicity out. Sincerely,
Ch. 720 20

1. Starts out directly with a question that could be answered negatively 2. Provides an easy excuse for refusal (in second sentence) 3. Fails to emphasize reader benefits (opportunity to influence 15,000 potential voters)
Ch. 721 21

4. Lacks unity in sentences and paragraphs 5. Focuses on writer's viewpoint rather than on reader's 6. Uses imprecise words and inappropriate syntax 7. Closes without making it easy for reader to grant favor
Ch. 722 22

Honorable David H. Davis California House of Representatives Sacramento, CA 95030 Dear Mr. Davis: Over 15,000 students attend Foothill College, and many are registered voters in your district. On Thursday, April 16, you will be able to introduce yourself to these potential voters at the Associated Student Organization's Career Awareness Day. On this day we plan to have three major
Ch. 723 23

speakers representing industry, education, and politics. Our Career Awareness Day features information booths where students may learn more about specific careers. The program culminates with the major addresses given in the Campus Center at 12 noon. As one of the three featured speakers, you would have 30 minutes to describe a career in politics and its rewards and possible drawbacks. You were selected by our ASO as the politician they would most like to hear. To give Foothill students an opportunity to meet you and to learn about a career in politics, please call me at 320-5832 to confirm
Ch. 724 24

this speaking engagement. We will need your approval by March 15 so that appropriate publicity may be prepared. Cordially,
Ch. 725 25

Opening
Capture the attention of the reader.
Body
Emphasize a central selling point. Appeal to the needs of the reader. Create a desire for the product. Introduce the price strategically.
Ch. 726 26

Closing
Stimulate the reader to act.
Ch. 727 27

1. Offer
Follow my entry instructions, and you could be the sole winner of ONE MILLION DOLLARS!
2. Product Feature
Six Omaha steak filets from fine, corn-fed beef can be yours for only $62.95.
Ch. 728 28

3. Question
Do you yearn for an honest, fulfilling relationship?
4. Startling Statement
Drunk drivers injure or cripple more than 500,000 victims every year!
Ch. 729 29

5. Story
Tommy G. doesn't live in a neighborhood like yours. He has grown up in a neighborhood with dirty alleyways and drug dealers. If only he could go to camp, he'd see how beautiful life can be.
Ch. 730 30

Dear Camera Owner: Hi! I'm Jim Johnson and I'm asking you to continue to use Kent Color Labs for the processing of your film. We've been in business for a long time and our customers tell us they are quite satisfied with our service and the quality of our processing. We feel that you can't get better prices anywhere. We are also very proud of our guarantee. No matter what we receive from you, you
Ch. 731 31

don't risk a cent. We offer a whole range of other services--reprints, posters, slides, disks, and much more. Furthermore, we are very careful with your film; we treat it as we treat our own. Are you tired of asking yourself, "Where should I get my film developed?" Well, Kent Color labs is the place to go. We rely on the U.S. mail for our business, and this letter is our way of asking for your business. Send us your next roll of film to be developed as soon as you finish it. Sincerely,
Ch. 732 32

1. Does the opening grab your attention? 2. Is a central selling point developed? 3. Is the letter written from the reader's perspective? 4. Should this letter develop rational or emotional appeals?
Ch. 733 33

5. Does the letter use concrete examples? 6. Does it build confidence in the product or service? 7. Does it stimulate action in the closing?
Ch. 734 34

Dear Camera Owner: Amy Evans, of Houston, Texas, recently wrote to us saying, "I just wanted to let you know that the pictures you developed for me earlier were the best pictures I have ever received. And I can't believe I received them so quickly!" If you are looking for quality film developing, speedy turnaround, and, most importantly, reliabilityconsider Kent Color Labs. Here's why our customers keep returning: You get low film processing prices and excellent quality.
Ch. 735 35

You get a whole range of servicesreprints, enlargements, giant photo posters, wallet photos, slides, movies, discs, and more. You get film mailing envelopes manufactured from special longfibered paper making them stronger than normal envelopes. You get convenienceno more standing in line at the drugstore or camera store. And it's fun to receive mail! We're best known, however, for our reliability. We've been in business for more than 47 years. The minute we receive your order, it's processed! You can count on that every time.
Ch. 736 36

Because we're so certain that you will be pleased, we guarantee every roll of film. If you're not satisfied, simply return the whole package. We will cheerfully refund your money and send you free film and a coupon to get that film processed without charge. This is the best guarantee in the business. We want your business. Right now, finish that film in your camera. Grab a pen, fill out the enclosed mailer, and drop it in the mail. Sincerely,
Ch. 737 37
P.S. If you respond within one week, we'll process your order at an additional savings of 20 percent.
Ch. 738 38

1. At what audience is the letter aimed? 2. Is the appeal emotional or rational? Is the appeal effective? 3. Is the opening effective? 4. What techniques capture the reader's attention?
Ch. 739 39

5. Is a central selling point emphasized? 6. Does the letter emphasize reader benefits? 7. What are some examples of concrete language?
Ch. 740 40

8. How is confidence in the product or service developed? 9. How is price introduced? 10. What action is to be taken and how is the reader motivated to take that action?
Ch. 741 41
End
Ch. 742 42
Ch. 81

Call the individual involved. Describe the problem and apologize. Explain
Why the problem occurred What you are doing to resolve it How you will prevent the problem from happening again
Ch. 82
2

Follow up with a letter that
Documents details discussed in the phone call Promotes goodwill
Ch. 83
The Indirect Strategy

1. Buffer 2. Reasons 3. Bad News 4. Closing
Ch. 84
4
Possible Buffers for Opening Bad-News Messages

Best news Appreciation Agreement Facts Understanding Apology
Ch. 85
5

1. Unfortunately, your application for credit has been reviewed negatively.
(Reveals the bad news bluntly.)
Ch. 86

2. We are delighted to receive your application for credit.
(Gives the wrong impression.)
Ch. 87

3. The recent resurgence of interest in the stock market caught many of us by surprise.
(Is not relevant.)
Ch. 88

1. Your request for a monetary contribution has been referred to me for reply.
(Fails to engage the reader.)
Ch. 89

2. We appreciate the fine work your organization is doing to provide early childhood programs that meet the needs of parents and very young children.
(Compliments the reader but doesnt imply approval.)
Ch. 810 10
Presenting the Reasons

Be cautious in explaining. Cite reader benefits, if possible. Explain company policy, if relevant. Choose positive words. Show that the matter was treated seriously and fairly.
Ch. 811 11

Avoid the spotlight. Put the bad news in the middle of a paragraph halfway through the message. Use a long sentence. Dont put the bad news in a short, simple sentence.
Ch. 812 12

Place the bad news in a subordinate clause.
Although we have no position for an individual with your qualifications at this time, we are pleased that you thought of us when you started your job search.
Ch. 813 13

Use the passive voice.
Instead of this: We cannot make a contribution at this time. Try this: A contribution cannot be made at this time.
Ch. 814 14

Be clear but not overly graphic.
Instead of this: Our investigation reveals that you owe three creditors large sums and that you were fired from your last job. Try this: Our investigation reveals that your employment status and your financial position are unstable at this time.
Ch. 815 15

Imply the refusal.
Instead of this: We cannot contribute to your charity this year. Try this: Although all our profits must be reinvested in our company this year, we hope to be able to support your future fund-raising activities.
Ch. 816 16

Suggest an alternative.
Although the cashmere sweater cannot be sold at the erroneously listed price of $18, we can allow you to purchase this $218 item for only $118.
Ch. 817 17

Active voice: I cannot allow you to return the DVD player because . . . . Passive voice: Return of the DVD player is not allowed because . . . .
Ch. 818 18

Active voice: Ryan checked the report, but he missed the error. Passive voice: The report was checked, but the error was missed.
Ch. 819 19

Notice that passive-voice verb phrases always include helper verbs.
Ch. 820 20

Examples of helper verbs forming passive voice:
The report was checked. The schedule is being revised. Invitations were sent.
Ch. 821 21
Try Your Skill

I am unable to make a cash contribution this year because of unusually high taxes. A cash contribution cannot be made this year because of unusally high taxes.
Ch. 822 22
Try Your Skill

We cannot process your application this month. Your application cannot be processed this month.
Ch. 823 23
Try Your Skill

I have examined your employment record and found that you have little cost accounting experience. Examination of your employment record has revealed that you have little cost accounting experience.
Ch. 824 24
Try Your Skill

Mark made a programming error that delayed our project. A programming error was made that delayed our project.
Ch. 825 25
Closing Bad-News Messages

Avoid endings that sound canned, insincere, inappropriate, or self-serving. Try to personalize the closing with
An alternative to the refusal Resale or sales promotion A forward look Good wishes Freebies
Ch. 826 26

Buffer
Start with a neutral statement on which both reader and writer can agree, such as a compliment, an expression of appreciation, a quick review of the facts, or an apology. Try to include a key idea or word that acts as a transition to the explanation.
Ch. 827 27

Reasons
Present valid reasons for the refusal, avoiding words that create a negative tone. Include resale or sales promotion, if appropriate.
Bad News
Soften the blow by positioning the bad news strategically, using the passive voice, accentuating the positive, or implying a refusal. Suggest a compromise or substitute, if possible.
Ch. 828 28

Closing
Renew good feelings with a positive statement. Look forward to continued business. Avoid referring to the bad news.
Ch. 829 29

Buffer
Open with a compliment, appreciation, facts, or some form of good news. Include a key idea that leads from the opening to the reasons.
Ch. 830 30

Reasons
Explain the logic behind the bad news. Use positive words. Try to show reader benefits, if possible.
Bad News
Position the bad news so that it does not stand out. Consider implying the bad news. Suggest a compromise or substitute, if possible.
Ch. 831 31

Closing
Look forward positively. Provide information about an alternative, if appropriate.
Ch. 832 32
End
Ch. 833 33
Ch. 91
Six Categories of Informal Reports

Information Reports Progress Reports Justification/Recommendation Reports Feasibility Reports Minutes of Meetings Summaries
Ch. 92
2
Report Formats
Letter format
Letterhead stationery. Useful for informal reports sent to outsiders.
Memo format
Memo style. Useful for informal reports circulated within organizations.
Ch. 93
Report Formats
Report format
Plain paper, manuscript form. Useful for longer, more formal reports.
Prepared forms
Standardized forms. Useful for routine activities, such as expense reports.
Ch. 94
General Guidelines for Writing Reports

Define project. Gather data. Organize data. Write first draft. Edit and revise.
Ch. 95
5
Where to Gather Data for Reports

Look in company records. Make personal observations. Use surveys, questionnaires, and inventories. Conduct interviews. Search databases and other electronic resources.
Ch. 96
6

Indirect Strategy
Problem Facts Discussion Recommendations
Direct Strategy
Problem Recommendations Facts Discussion
Ch. 97

Use appropriate heading levels. Strive for parallel construction. Use first- and second-level headings for short reports. Capitalize and underline carefully. Keep headings short but clear.
Ch. 98
8

Don't enclose headings in quotation marks. Don't use headings as antecedents for pronouns.
For example, avoid: Inserting Hypertext Links. These links . . . .
Ch. 99
Being Objective in Writing Reports

Present both sides of an issue. Separate fact from opinion. Be sensitive and moderate in language. Cite sources carefully.
Ch. 910 10
Information Reports
Introduction
Explain why you are writing. Describe credibility of data methods and sources. Provide background. Identify report purpose. Offer a preview of the findings.
Ch. 911 11
Information Reports
Findings
Organize chronologically, alphabetically, topically, by importance, or by another method. Group similar topics together. Use appropriate headings.
Ch. 912 12
Information Reports
Summary
May include or omit summary. If included, summarize findings or highlight main points.
Ch. 913 13
Progress Reports
Describe the purpose and nature of an unusual or nonroutine project. Provide background information if necessary. Summarize work already completed. Describe work currently in progress, including personnel, methods, obstacles, and attempts to remedy obstacles.
Ch. 914 14
Progress Reports
Forecast future activities in relation to the scheduled completion date. Include recommendations and requests.
Ch. 915 15
Use direct organization for nonsensitive topics and recommendations that will be agreeable to readers. Identify the problem or the need briefly. Announce the recommendation, solution, or action concisely and with action verbs.
Ch. 916 16
Present a discussion of pros, cons, and costs. Explain more fully the benefits of the recommendation or steps to be taken to solve the problem. Conclude with a summary specifying the recommendation and action to be taken.
Ch. 917 17
Feasibility Reports
Prepare a feasibility report when examining the practicality and advisability of following a course of action. Announce your decision immediately. Describe the background and problem necessitating the proposal. Discuss the benefits of the proposal.
Ch. 918 18
Feasibility Reports
Describe the problems that may result. Calculate the costs associated with the proposal, if appropriate. Show the time frame necessary for implementation of the proposal.
Ch. 919 19
Meeting Minutes
Include name of the group, the date, the time, the place, the name of the meeting. List names of attendees and absentees. Describe disposition of previous minutes. Record old business, new business, announcements, and reports. Include the precise wording of motions.
Ch. 920 20
Meeting Minutes
Record the vote and action taken. Conclude with the name and signature of the individual recording the minutes.
Ch. 921 21
Summaries
Compress data from a longer publication, such as a business report, a magazine article, or a book chapter. Indicate the goal or purpose of the document being summarized. Highlight the research methods (if appropriate), findings, conclusions, and recommendations.
Ch. 922 22
Summaries
Omit illustrations, examples, and references. Organize for readability by including headings and bulleted or enumerated lists. Include your reactions or an overall evaluation of the document if asked to do so.
Ch. 923 23

Analyze your audience. Choose an appropriate type size. Use a consistent type font. Generally, don't justify right margins. Separate paragraphs and sentences appropriately.
Ch. 924 24

Design readable headlines. Strive for an attractive page layout. Use graphics and clip art with restraint. Avoid amateurish results. Develop expertise with your software program.
Ch. 925 25
End
Ch. 926 26
Ch. 101
Introduction must provide "hook" to capture reader's interest. Background section identifies problems and goals of project. Proposal discusses plan for solving existing problem.
Ch. 102
Staffing section describes credentials and expertise of project leaders. Budget indicates project costs. Authorization asks for approval to proceed.
Ch. 103

Print Resources
Books Periodicals Bibliographic indexes (print, CD-ROM, and Web-based)
Ch. 104

Electronic Databases
Magazine, newspaper, and journal articles Newsletters, business reports, company profiles, government data, reviews, and directories
Ch. 105

The Web
Product data, mission statements, staff directories, press releases, current company news, government information, article reprints, scientific reports, and employment information
Ch. 106

Use two or three search tools. Understand the importance of case sensitivity in keyword searches. Understand the AND/OR default and the significance of quotation marks. Prefer uncommon words as search terms. Omit articles and prepositions.
Ch. 107
7

Use wild cards (e.g., cent** will retrieve center and centre). Know your search tool; use FAQs and "How to Search" sections. Bookmark the best. Be persistent.
Ch. 108

Direct strategy (main ideas first) Indirect strategy (facts and discussion first) Chronological sequence (historical data) Geographical or spatial arrangement (e.g., East, West, South, North, etc.)
Ch. 109
9

Topical or functional arrangement (e.g., duties of CEO, duties of general manager, etc.) Compare and contrast Journalistic pattern (who, what, when, where, why, how)
Ch. 1010 10

Value/size Importance (most to least or least to most) Simple to complex Best case/worst case
Ch. 1011 11

Reasons for using visual aids
To clarify data To summarize important ideas To emphasize facts and provide focus To add visual interest
Ch. 1012 12

Most common types of visuals aids
Tables Charts Graphs Photographs, maps, illustrations
Ch. 1013 13

Table
To show exact figures and values
Ch. 1014 14

Bar Chart
To compare one item with others
Ch. 1015 15

Line Chart
To demonstrate changes in quantitative data over time
Ch. 1016 16

Pie Chart
To visualize a whole unit and the proportions of its components
Ch. 1017 17

Flow Chart
To display a process or procedure
Ch. 1018 18

Organization Chart
To define a hierarchy of elements or a set of relationships
Ch. 1019 19

Photograph
To achieve authenticity
Ch. 1020 20

Map
To spotlight a location
Ch. 1021 21

Illustration
To show an item in use
Ch. 1022 22

Choose an appropriate visual aid to illustrate your objective. Clearly identify the contents of the visual aid with a meaningful title and appropriate labels. Refer the reader to the visual aid by discussing it in the text and mentioning its location and figure number.
Ch. 1023 23

Locate the visual aid close to its reference in the text. Strive for vertical placement of visual aids. Give credit to the source if appropriate.
Ch. 1024 24

Prefatory Parts
Title page Letter of authorization Letter of transmittal Table of contents Executive summary, abstract, synopsis, or epitome
Ch. 1025 25

Body of Report
Introduction or background Discussion of findings Summary, conclusions, recommendations
Supplementary Parts
Footnotes or endnotes Bibliography Appendix
Ch. 1026 26
End
Ch. 1027 27
Ch. 111

Improve your pronunciation.
naturally not natcherly accessory not assessory dont you not doncha
Ch. 112

Work on the quality of your voice.
Do you sound friendly, alert, or positive? Do you sound angry, slow-witted, or negative?
Ch. 113

Adjust the volume of your voice and your rate of speech.
Speak as loudly or softly as the occasion demands. Dont make your listeners strain to hear you. Dont speak too rapidly.
Ch. 114

Use emphasis to express meaning.
Stress the words that require emphasis. Use of a lower pitch and volume can make you sound professional or reasonable.
Ch. 115
Promoting Positive Workplace Relations

Use correct names and titles. Choose appropriate workplace topics. Avoid negative remarks. Listen and learn. Give sincere and specific praise.
Ch. 116
6

Mentally outline your conversation. Use face-to-face communication. Focus on improvement (offer to help). Be specific; avoid broad generalizations. Focus on the behavior, not the person. Use we rather than you.
Ch. 117
7

Encourage two-way communication. Avoid anger, sarcasm, and a raised voice. Keep it private.
Ch. 118

Listen without interrupting. Determine the speakers intent. Acknowledge what you are hearing. Paraphrase what was said. If necessary, ask for more information. Agreeif the comments made are fair.
Ch. 119
9

Disagree respectfully and constructivelyif you feel the comments made are unfair. Look for a middle position.
Ch. 1110 10
Common Conflict Response Patterns

Avoidance/withdrawal Accommodation/smoothing Compromise Competition/forcing Collaboration/problem solving
Ch. 1111 11
Six-Step Procedure for Dealing With Conflict

1. Listen carefully. Understand the problem. 2. Understand the other point of view. 3. Show a concern for the relationship. 4. Look for common ground. 5. Invent new problem-solving options. 6. Reach an agreement based on whats fair.
Ch. 1112 12

Placing Calls
Plan a mini agenda. Use a three-point introduction:
1. State your name. 2. State your affiliation. 3. Give a brief explanation of why you are calling.
Be cheerful and accurate. Bring it to a close.

Ch. 1113 13

Avoid telephone tag. Leave complete voice-mail messages.
Ch. 1114 14

Receiving Calls
Identify yourself immediately. Be responsive and helpful. Be cautious when answering calls intended for others. Take messages carefully. Explain when transferring calls.
Ch. 1115 15
Practicing Courteous and Responsible Cell Phone Use

Be courteous to those around you. Observe the rules for wireless-free areas. Speak in low, conversational tones. Take only urgent calls. Drive now, talk later.
Ch. 1116 16
Meetings
Planning a Meeting
Ask yourself whether a meeting is really necessary. Invite only key individuals. Prepare an agenda (include topics, times, and names).
Ch. 1117 17
Meetings
Conducting a Meeting
Start the meeting on time. Begin with an introduction that establishes the goal and length of the meeting. Provide the background of the problem(s), suggest possible solutions. Present a tentative agenda.
Ch. 1118 18
Meetings
Establish ground rules. Appoint a secretary, who will take minutes, and a recorder, who will track ideas on a flipchart. Encourage participation by all, but avoid digressions. When the group reaches consensus, summarize and ask for confirmation.
Ch. 1119 19
Meetings
Concluding a Meeting and Following Up
End the meeting on time. Summarize the results achieved. Distribute minutes of the meeting a few days later. Remind group members of their follow-up assignments.
Ch. 1120 20
End
Ch. 1121 21
Ch. 121

Identify your purpose.
Decide what you want your audience to believe, remember, or do when you finish. Aim all parts of your talk toward your purpose.
Ch. 122

Organize the introduction.
Get the audience involved. Capture attention by opening with a promise, story, startling fact, question, quotation, relevant problem, or self-effacing story. Establish your credibility by identifying your position, expertise, knowledge, or qualifications. Introduce your topic. Preview the main points. Essentials of Business Communication, Asian Edition
Ch. 123

Develop two to four main points. Streamline your topic and summarize its principal parts. Arrange the points logically: chronologically, from most important to least, by comparison and contrast, or by some other strategy. Prepare transitions. Use "bridge" statements between major points. (I've just discussed three reasons for X; now I want to move to Y.) Use verbal signposts: however, for example, etc. Essentials of Business Communication, Asian Edition Ch. 124 4

Have extra material ready. Be prepared with more information and visuals if needed.
Organize the conclusion.

Review your main points. Provide a final focus. Tell how listeners can use this information, why you have spoken, or what you want them to do.
Ch. 125
5

Type
Example
Use
Illustrate Clarify Add interest
Comments
Usually best in groups of two or three. Precede or follow with story. Adapt to audience. Must support thesis. Control length.
Story
Prove point Illustrate
Ch. 126

Type
Quotation
Use
Prove point Add credibility Add interest
Comments
Cite source. May paraphrase or read verbatim. Follow up with restatement or explanation. Link familiar with unfamiliar. Be sure comparison or analogy is valid.
Comparison
Improve understanding Add figurative interest
Ch. 127

Type
Statistics
Use
Prove point Add credibility
Comments
Link to audience needs. Use sparingly; round off. Support with visuals, handouts.
Ch. 128

A Promise
By the end of my talk, you will . . . .
Drama
Tell a moving story; describe a problem.
Eye contact
Command attention by making eye contact with as many people as possible.
Ch. 129

Movement
Leave the lectern area. Move toward the audience.
A question
Ask for a show of hands. Use a rhetorical question.
A demonstration
Include a member of the audience.
Ch. 1210 10

Samples, gimmicks
Award prizes to volunteer participants; pass out samples.
Visuals
Use graphics and other visual aids.
Appeal to the audiences selfinterest

Audience members want to know, What's in it for me?
Ch. 1211 11
Maintaining Rapport
Use imagery.
Analogy (a comparison of something familiar with something unfamiliar)
Example: To understand how the heart is divided, imagine a house with two rooms upstairs and two downstairs.
Metaphor (an implied, nonliteral comparison)

Example: The old office building became a money pit.
Simile (a comparison that includes the words like or as)

Example: His mind works like a computer.
Ch. 1212 12
Maintaining Rapport
Use other interest-building devices.
Personal anecdotes Personalized statistics Worst- and best-case scenarios
Send positive, nonverbal messages.

Get out from behind the podium. Animate your body. Vary your facial expression. Punctuate your words.
Ch. 1213 13
Stage Fright Symptoms

Stomach butterflies Pounding heart Shortage of breath Sweaty palms Dry throat Unsteady voice Trembling hands Wobbly knees Tied tongue
Ch. 1214 14

Select a familiar, relevant topic. Prepare 150 percent. Use positive self-talk. Convert your fear into anticipation and enthusiasm. Shift the focus from yourself to your visual aids.
Ch. 1215 15

Give yourself permission to make an occasional mistake. Ignore stumbles; keep going. Don't apologize. Make your listeners your partners. Get them involved. Just before you begin to talk, take some deep breaths.
Ch. 1216 16
Medium
Overhead projector Flipchart
Cost
Low
Size of Audience
2 to 200
Level of Formality
Formal or informal Informal Informal
Low
2 to 200 2 to 200
Write-and-wipe Medium board Slide projector Medium
2 to 500
Formal
Ch. 1217 17
Medium Cost Size of Audience
2 to 100
Level of Formality
Formal or informal Formal or informal Formal or informal
Video monitor Medium
Computer slides Handouts
Low
2 to 200
Varies
Unlimited
Ch. 1218 18

Select the medium carefully.
Consider the size of the audience and the degree of formality desired. Consider cost, ease of preparation, and potential effectiveness.
Ch. 1219 19

Highlight main ideas.
Focus on major concepts only. Avoid overkill. Showing too many graphics reduces their effectiveness. Keep all visuals simple.
Ch. 1220 20

Ensure visibility.
Use large type for transparencies and slides. Position the screen high enough to be seen. Be sure all audience members can see.
Enhance comprehension.
Give the audience a moment to study a visual before discussing it. Paraphrase its verbal message; don't read it.
Ch. 1221 21

Practice using your visual aids.
Rehearse your talk, perfecting your handling of the visual aids. Talk to your audience and not to the visual aid.
Ch. 1222 22

Getting distracted just before you speak. Being dull. Relying on only one or two illustrations to make your points. Not repeating your main point often enough. Not answering the audience's most pressing question: What's in it for me?
Ch. 1223 23

Failing to use signal phrases to focus on main points. Neglecting to time your presentation and practice it out loud. Forgetting to check your visual aids for readability. Answering hypothetical questions after your presentation.
Ch. 1224 24
End
Ch. 1225 25
Ch. 131

1 to 3 4 to 7 8 to 11 12 to 15
Ch. 132

1 to 3 4 to 7 8 to 11 12 to 15
Ch. 133

True False
Ch. 134

True False
Ch. 135

Ch. 136

Ch. 137

Ch. 138

Ch. 139

Ch. 1310 10

Ch. 1311 11

Potential employers and professional organizations Family members, friends, neighbors, associates School alumni and former instructors Your dentist, your doctor, other service providers All of the above
Ch. 1312 12

Potential employers and professional organizations Family members, friends, neighbors, associates School alumni and former instructors Your dentist, your doctor, other service providers. All of the above
Ch. 1313 13

Ch. 1314 14

Ch. 1315 15

Dress in campus casual attire Dress professionally in a suit Hit a happy medium Call to ask interviewer
Ch. 1316 16

Dress in campus casual attire Dress professionally in a suit or Hit a happy medium Call to ask interviewer
Ch. 1317 17

Preparation
Research the job market.
Use newspapers, the Web, and other resources to learn about jobs, qualifications, and employers.
Analyze your strengths.

What will sell you for the job you want?
Study other rsums as models.

Experiment with formatting.
Ch. 1318 18

Heading and Objective
List your name, address, phone. Include a career objective for a targeted job.
Education
Name your degree, date of graduation, and institution. List your major and GPA.
Give information about your studies, but dont inventory all your courses.
Ch. 1319 19

Work Experience
List your previous jobs.
Start with the most recent jobs. Include employers name and city, dates of employment (month, year), and most significant title. Manager, Fleet Equipment, Kettering, Ohio. 6/03 to present Salesperson, Kmart, Dayton, Ohio. 4/02 to 5/03 Tax Preparer, Volunteer Income Tax Assistance program. March, 2003, to present. Sinclair College, Dayton, Ohio
Ch. 1320 20

Work Experience
Describe your experience.
Use action verbs to summarize achievements and skills relevant to your targeted job. Prepared state and federal tax returns for individuals with incomes under $25,000. Conducted interviews with over 50 individuals to elicit data regarding taxes. Determined legitimate tax deductions and recorded them accurately.
Ch. 1321 21

Work Experience
Include nontechnical skills.
Give evidence of communication, management, and interpersonal skills. Employers want more than empty assurances. Try to quantify your skills. Organized holiday awards program for 1200 attendees and 140 awardees. Praised by top management for enthusiastic teamwork and achievement.
Ch. 1322 22

Special Skills, Achievements, Awards
Highlight your computer skills.
All employers seek employees proficient with word processing, databases, and spreadsheets.
Show that you are well-rounded.

List awards and extracurricular activities, especially if they demonstrate leadership, teamwork, reliability, loyalty, initiative, efficiency, and self-sufficiency.
Ch. 1323 23

Additional Tips
Have a friend or colleague critique your rsum.
Ch. 1324 24

Additional Tips
Have a friend or colleague critique your rsum. Proofread!

Ch. 1325 25

Additional Tips
Have a friend or colleague critique your rsum. Proofread! Proofread!

Ch. 1326 26

Additional Tips
Have a friend or colleague critique your rsum. Proofread! Proofread! Proofread!

Ch. 1327 27

Additional Tips
Have a friend or colleague critique your rsum. Proofread! Proofread! Proofread! Proofread!
Ch. 1328 28
Poor Rsum
RSUM OF JENNIE JENKINS 3320 Lafayette Street, #12 San Leandro, CA 94561 (415) 781-5592 OBJECTIVE: An entry-level position where my proven communication, accounting, and administrative skills could be utilized in a path leading to advancement into management eventually. DEGREE from San Francisco State University. Broadcast Communication Arts. Bachelor of arts. 3.2 in major.
Ch. 1329 29
Poor Rsum
EXPERIENCE Apprentice KPFA - 94.1 in Berkeley, CA. Duties included scheduling studios. Also recruited staff. Some paperwork. Often given responsibility to act as production manager. 10/03 to present. Pacifica House Position for financial manager. Duties included payroll and benefits for employees of shelter. Was responsible for the books, also for cash transactions. Took care of some donations. Expected to help raise funds. I prepared all payroll reports. Also petty cash. Chaotic environment, underfunded.
Ch. 1330 30
Poor Rsum
Spring, 1999 Worked for one spring with Renaissance Rainbow, which is a performing arts troupe operating out of San Francisco. My duties included scheduling interviews with print and broadcast journalists. Was responsible for volunteers and publicity. Other temporary positions Manpower, Inc. San Francisco. Worked at many different places as a temp. 1999-02. Dorhring Company. File clerk, receptionist, general duties. Other places. Good Earth Restaurant - server 1998-1999.
Ch. 1331 31
Poor Rsum
Personal Self-starter, can finish jobs without supervision. Marital status: single Birth: 6/15/80 Health: Excellent Hobbies: Knitting, singing, like to read First Baptist Gospel Choir Awards: Spirit Award, Oakland High School Deans List, college, 2 semesters
Ch. 1332 32
Improved Rsum
Jennifer Marie Jenkins
3320 Lafayette Street, #12 San Leandro, CA 94561 (415) 781-5592 Objective: Administrative position involving Payroll Accounting Employee Benefits Customer Service SUMMARY OF QUALIFICATIONS Two years experience in responsible administrative and accounting positions Disciplined self-starter; able to work without supervision Proficient with PCs including Word, Excel, and the Internet
Ch. 1333 33
Improved Rsum
Can be counted on to follow through on every detail, until a task is successfully ..completed B.A. degree, San Francisco State University RELEVANT EXPERIENCE 10/03 to Apprentice, Radio Production, KPFA - 94.1, present Berkeley, CA As production manager, schedule studios, recruit support staff Process scripts, permissions, and logs involved in weekly productions 2002-03 Financial manager, The Pacifica House (shelter), San Francisco, CA Used computer to manage payroll and employee benefits for a staff of 26 Completed all projects on time, despite chronically chaotic environment
Ch. 1334 34
Improved Rsum
Managed agency's cash flow, involving funder reimbursements, in-kind donations, ..and fund-raising Processed all accounts payable and receivable, monthly, and quarterly statistical ..reports for local, state, and federal funding agencies; oversaw petty cash Designed a flow chart to track success of a $25,000 fund-raising project Publicity coordinator, Renaissance Rainbow (performance arts troupe), San Francisco, CA Scheduled all media interviews and supervised volunteers Coordinated publicity mailings for African-American Performance Arts Festival Temp positions, Manpower Temporary Services, San Francisco, CA Developed customer service skills as telephone interviewer for Dorhring ..Company 1999-01 Spring, 1999
Ch. 1335 35
Improved Rsum
Maintained files, routed incoming telephone calls, input employee progress ..journals, prepared interoffice memos, recorded accounts payable checks, ..keyboarded accounts payable correspondence, learned e-mail systems in various ..assignments EDUCATION B.A. in Broadcast Communication Arts, San Francisco State University, 2002 GPA in major: 3.2 Dean's list, 2 semesters
Ch. 1336 36

Emphasize keywordsnouns that describe traits, skills, and characteristics from job description. Avoid unusual typefaces, underlining, and italics. Use 10 to 14-point type.
Ch. 1337 37

Use smooth white paper, black ink, and quality printing. Be sure that your name is on the first line. Provide plenty of white space. Avoid double columns. Dont fold or staple your rsum.
Ch. 1338 38

Use abbreviations carefully. Include all your addresses and telephone numbers. Be prepared to send your rsum in ASCII.
Note: Unlike a paper rsum, one that will be scanned by a computer may be as long as you think necessary.
Ch. 1339 39

Personal data. Thats a major red flag. Also typos, inconsistent punctuation, and huge paragraphs that look like job descriptions. Odd-sized rsums from services saying Presenting the candidacy of . . . I don't even read them anymore. Theyre a major rip-off.
Ch. 1340 40

Rsums that show no research; not looking at the employers needs. Omissions in terms of dates. And misspellings! Long cover letters and rsums over two pages.
Ch. 1341 41

Excess cosmetics, substituting form for content. A rsum should look nice but not go overboard. A photo. I have to remove them because managers must be color and gender blind. Not sending the rsum to the right place.
Ch. 1342 42

The objective. Plus dates when things happened and accomplishments. Information about skills that apply to the job; less about job history and past duties. Valid information in an easy-to-read, attractive style.
Ch. 1343 43

The candidates address and phone number. Lots of people put them only in the cover letter! Realizing that the employer is looking for red flags and making sure there arent any. If you have an employment gap, include a clear statement explaining it.
Ch. 1344 44

Meeting the qualifications for the job. The presentation and the objective. A clear objective, backed up with qualifying experience and continuity in the work history.
Ch. 1345 45

Opening
Address the letter to an individual by name. For advertised jobs, name the source; include job title, date, and publication. If someone referred you, name that person. Show that your qualifications fit the job specifications, show your knowledge of the readers business, or show that your special talents will be assets to the company.
Ch. 1346 46

Body
Demonstrate that your background and training meet the job requirements. Summarize your principal assets from education, experience, and special skills. Avoid repeating specific data from your rsum. Refer to your rsum.
Ch. 1347 47

Closing
Ask for an interview. Consider hooking the request to a statement reviewing your strongest points. Make it easy to respond. Tell when and where you can be reached (during office hours). Some recruiters prefer that you call them.
Ch. 1348 48
End
Ch. 1349 49
Ch. 141

Gather supporting material (your rsum, telephone numbers of possible references, other numbers, and a calendar). Know your strengths and weaknesses. Know the keys to the jobwhat the job description calls for and how you meet those requirements.
Ch. 142
2

Have your schedule for the next few weeks in front of you. If caught off guard, ask if you can call back from the telephone in your office. Be prepared to ask your own questions. Remember that you should be talking about 80 percent of the time. Stand as you talk; you'll sound more energetic.
Ch. 143
3

Investigate the target organization. Know the leaders, company products, finances, goals, competition, accomplishments, setbacks. Study the job description. How do your skills and accomplishments fit the position?
Ch. 144
4

Practice answers to typical interview questions. Get your best responses down pat. Expect to explain problem areas on your rsum. Build interviewing experience with less important jobs first.
Ch. 145
5

Videotape or tape record a practice session to see how you come across.
Ch. 146

Arrive on time or a little early. Be courteous and congenial to everyone. Introduce yourself to the receptionist and wait to be seated. Dress professionally. Greet the interviewer confidently. Wait for the interviewer to offer you a chair.
Ch. 147
7

Control your body movements. Make frequent eye contact but don't get into a staring contest. Smile enough to convey a positive attitude. Sound enthusiastic and interestedbut sincere.
Ch. 148

Practice interviewing as often as you can, particularly with real companies. Prepare 110 percent. Know how you will answer the most frequently asked questions. Be ready with your success stories. Rehearse your closing statement.
Ch. 149
9

Take deep breaths, particularly before the interview. Remember that during some parts of the interview you will be in charge. Remember that you are also evaluating the interviewer and his or her organization. This should give you confidence.
Ch. 1410 10

Communication skills. How well do you present yourself and your ideas? Attitude. Do you have a positive attitude about yourself and your career? Aptitude. Do your educational training and general life experiences qualify you for this position?
Ch. 1411 11

Potential. How do your attitude and aptitude combine to contribute to this company? Motivation. What are your short- and longterm career goals? Why do you want this job?
Ch. 1412 12

Use the interviewer's name occasionally. Be sure you understand the question asked. If necessary, clarify vague questions by asking questions of your own, such as "By _ _ _ _ do you mean _ _ _ _?" Use good English and enunciate clearly. Avoid answering with a simple "yes" or "no."
Ch. 1413 13

Aim your answers at key requirements for the job and at characteristics that interviewers seek: expertise, competence, communication skills, and enthusiasm for the job. Do not lie. Don't be a "know-it-all." Don't be overbearing, overly aggressive, or conceited.
Ch. 1414 14

Never make derogatory statements about your present or former employers. Show what you can do for the company; avoid an attitude of "What can you do for me?" Don't inquire about salary, vacations, and bonuses until the interviewer raises the issue or until you are offered the position.
Ch. 1415 15

What would you like to tell me about yourself? Why do you want this job? What best qualifies you for this job? What are your key strengths? What are your weaknesses?
Ch. 1416 16

What did you like and dislike about your last job? Do you consider yourself a team player? Why? What are your career goals? Where do you expect to be five years from now? What salary do you expect to receive?
Ch. 1417 17

What will my duties be? Do you have a written job description for this position? What is it like working here, in terms of the people, management practices, work loads, expected performance, and rewards?
Ch. 1418 18

What training programs does this organization offer? What are the possibilities for promotion? What is the first problem that needs the attention of the person you will hire? What is the organizational structure, and where does this position fit within it?
Ch. 1419 19

Who would be my immediate supervisor? What is the salary for this position? When will I hear from you regarding further action on my application?
Ch. 1420 20

When the interviewer signals the end of the interview, stand up and shake hands. Find out what action will follow. Ask, "When can I expect to hear from you?" After his or her reply, say "If I don't hear from you by then, may I call you?" Thank the interviewer. Say goodbye to the receptionist.
Ch. 1421 21

Take notes on the interview as soon as you leave. Alert your references that they might be called. Write a thank-you letter to the interviewer. Remind the interviewer of your visit. Show that you really want the job and that you are qualified for it.
Ch. 1422 22
End
Ch. 1423 23
Ch. 151
Importance of Ethical Communication

Learning Ethical models
Helps you discover and make explicit your ethical positions and standards Enables you to diagnose the ethical position of your interlocutors. Provides you with a conceptual framework that will guide you towards becoming a consistent ethical business communicator.
Ch. 152
Stages in Ethical Development: Lawrence Kohlberg (1973)

Level
Pre-conventional
Stages
Fear of punishment Desire for rewards as well as fear of punishment Desire for approval Sense of duty to obey the law Regard for standard of society: utilitarianism Respect for universal principles of justice & welfare
Orientation
Self
Justification
Obedience to Authority; Punishment avoidance Greed (Reward seeking) Societal norms of a good person Law & order Truth, Fairness, Justice (Social Contract) Conscience & moral rules guiding actions
Conventional
Others/Group
Post-conventional
Universal & humankind
Ch. 153

A. Utilitarian Approach
Focuses on whether the decision made will deliver the greatest good to the greatest number of people affected. Recognizes that decisions made by people can have both positives and negative consequences.
Ch. 154

B. Moral Rights Approach
Recognizes that human beings are born with fundamental rights and privileges. Stresses the importance of respecting and protecting the fundamental rights of all human beings.
Ch. 155

C. Justice Approach
Focuses on how the costs and benefits of an action are distributed and whether the distribution is fair and equitable. Three types of justice approach are: distributive, procedural, and compensatory justice.
Ch. 156

1. Distributive Justice Approach
Rewards and punishments should be fairly
distributed based on how much individuals contribute towards, or deviate from the given organizational goals. Discrimination (e.g., race, gender) is an example of the lack of distributive justice.
Ch. 157

2. Procedural Justice Approach
The policies, rules, and procedures relating to decisions and behaviors should be applied fairly and consistently. The criterion is whether the rules and processes governing the distribution of the rewards and punishments are fair.
Ch. 158

3. Compensatory Justice Approach
Involves compensating someone for a past wrong decision or action. Requires that hurt parties be compensated for past injustice.
Ch. 159

When adopting Justice Approach, the decision maker should consider:
1.whether costs and benefits are fairly distributed and how; 2.whether the procedures for distributing costs and benefits are fair and clear; 3.whether individuals who are unfairly affected by this course of action are fairly compensated.
Ch. 1510 10

Corporate social responsibility refers to:
Obligations of a corporation. How it acts in terms of its own corporate interests and profits in relation to the interests of its external stakeholders.
Ch. 1511 11

Corporate social responsibility includes concerns about:
Green and environmental protection issues Community service Employment practices General corporate philanthropy
Ch. 1512 12

Effects of corporate social responsibility on organization Examples:
Johnson and Johnson Tylenol case in 1980s Vita Soy Soybean Contamination case in 1997 The Coca-cola The recall of drinks after poisoning of a consumer in 2006 Nike Inappropriate labor practices in 1990s
Ch. 1513 13

A. Utilitarian Communication Style
Believes that the decision should benefit the majority. Utilitarians compare alternative options and are open and receptive to exploring different viewpoints.
Ch. 1514 14

B. Moral Rights Communicating Style
The advocates believe that decisions and actions are either right or wrong. People holding a moral rights perspective focus on analyzing or explaining why a decision or action is either right or wrong, rather than the consequences of the decision or action.
Ch. 1515 15

C. Justice Communication Style
Justice advocates are interested in how and whether the costs and benefits of decisions and actions are distributed equitably.
Ch. 1516 16

D. Universalist Communication Style
Ethical universalism believes that ethical principles are universal and should be applied to all cultures. Universalists stress on conveying universal values.
Ch. 1517 17

E. Relativist Communication Style
Believes that ethical behavior is influenced by the cultural context. When in Rome, do as Romans do. Relativists focus on the different values between cultures.
Ch. 1518 18

Utilitarian versus Moral Rights Communication Conflicts
The utilitarians may not be interested in the rights or wrongs of a decision, whereas the moral rights adherent is not interested in the pros and cons of the proposed actions.
Ch. 1519 19

Universalistic versus Relativistic Communication Conflicts
While universalists do not recognize that certain rights and traditions of a culture need to be respected, relativists fail to recognize that certain fundamental rights are applicable to all cultures.
Ch. 1520 20

Justice Communication Conflicts
Communicators taking the justice approach have a shared perspective and a basis for successful communication. Communication conflicts can still arise among individuals holding differing views about what constitutes justice (e.g. distributive, procedural, compensatory justice)
Ch. 1521 21

A. Rational or Classical Model
The decision maker selects the best option among alternatives to reach an optimal goal. It encourages ethical communication by promoting extensive information flow and promotes an open process of communication. This method is most costly and time consuming.
Ch. 1522 22

B. Behavioral Model
The decision maker identifies one alternative at a time and selects the first satisfactory alternative identified. It is often adopted by managers who are constrained by information, costs and time. This model may carry with it a greater possibility of unethical decision making and unequal communication.
Ch. 1523 23

C. Retroactive Model
The decision maker chooses a favorable alternative early in the decision making process but carries it through the sequential steps of the rational decision making process with other alternatives. A favorable option is considered along with other alternatives, but a change of intention is lacking.
Ch. 1524 24
Dealing with Ethical Dilemmas

When encountering ethical dilemmas in dealing with borderline or gray area situations, individuals tend to rationalize their inappropriate behavior. The individual may believe that:
their misconduct is not really illegal; or the result is in everyones best interests.
Ch. 1525 25
End
Ch. 1526 26
Ch. 11
Why do you need good communication skills?
Ch. 12
Communication skills are essential for
Job placement Job performance Career advancement Success in the new world of work
Ch. 13
Trends in the New Workplace

Flattened management hierarchies
More participatory management Increased emphasis on teams Heightened global competition Innovative communication technologies New work environments Focus on information as a corporate asset
Ch. 14
4

Feedback travels to sender
NOISE
Sender has idea Sender encodes message Channel carries message Receiver decodes message Receiver understands message
Possible additional feedback to receiver
NOISE
Ch. 15

How may the sender encode a message? What kinds of channels carry messages? How does a receiver decode a message? When is communication successful? How can a communicator provide for feedback? Verbally or nonverbally. By speaking, writing, gesturing. Letters, e-mail, memos, TV, telephone, voice, body. Others? Hearing, reading, observing. When a message is understood as the sender intended it to be. Ask questions, watch responses, dont dominate the exchange.
Ch. 16

Physical barriershearing disabilities, noisy surroundings Psychological barrierstuning out ideas that counter our values Language problemsunfamiliar or charged words Nonverbal distractionsclothing, mannerisms, appearance
Ch. 17
7

Thought speedour minds process thoughts faster than speakers express them Faking attentionpretending to listen Grandstandingtalking all the time or listening only for the next pause
Ch. 18

Listening is a matter of intelligence.
Fact: Careful listening is a learned behavior.
Speaking is more important than listening in the communication process.

Fact: Speaking and listening are equally important.
Ch. 19

Listening is easy and requires little energy.
Fact: Active listeners undergo the same physiological changes as a person jogging.
Listening and hearing are the same process.

Fact: Listening is a conscious, selective process. Hearing is an involuntary act.
Ch. 110 10

Speakers are able to command listening.
Fact: Speakers cannot make a person actually listen.
Hearing ability determines listening ability.

Fact: Listening happens mentallybetween the ears.
Ch. 111 11

Speakers are totally responsible for communication success.
Fact: Communication is a two-way street.
Listening is only a matter of understanding a speakers words.

Fact: Nonverbal signals also help listeners gain understanding.
Ch. 112 12

Daily practice eliminates the need for listening training.
Fact: Without effective listening training, most practice merely reinforces negative behaviors.
Competence in listening develops naturally.

Fact: Untrained people listen at only 25 percent efficiency.
Ch. 113 13

Stop talking. Control your surroundings. Establish a receptive mind-set. Listen for main points. Capitalize on lag time. Listen between the lines.
Ch. 114 14

Judge ideas, not appearances. Hold your fire. Take selective notes. Provide feedback.
Ch. 115 15
The eyes, face, and body send silent messages.
Eye contact Facial expression Posture and gestures
Appearance sends silent messages.

Appearance of business documents Appearance of people
Ch. 116 16
Time, space, and territory send silent messages.
Time (punctuality and structure of) Space (arrangement of objects in) Territory (privacy zones)
Ch. 117 17
Ch. 118 18

Establish and maintain eye contact. Use posture to show interest. Improve your decoding skills. Probe for more information. Avoid assigning nonverbal meanings out of context.
Ch. 119 19

Associate with people from diverse cultures. Appreciate the power of appearance. Observe yourself on videotape. Enlist friends and family.
Ch. 120 20

Good communication demands special sensitivity and skills when communicators are from different cultures.
Ch. 121 21

Key North American Beliefs:
Individualism
Initiative, self-assertion, personal achievement
Informality
Little emphasis on rituals, ceremonies, rank; preference for informal dress
Direct communication style

Impatient, literal, suspicious of evasiveness
Importance of time
Precious, correlates with productivity
Ch. 122 22

U .S P ersons V iew s Foreigners V iew s of Them selves of U .S . P ersons
Info rm al, frien dly, casu al E galitarian D irect, ag gressive E fficient G oal/achievem ento riented U nd isciplined, o verly p erson al In sensitive to status B lun t, rud e, op pressive O bsessed w ith tim e; o ppo rtunistic P rom ise m o re than they d eliver
Ch. 123 23

U.S Persons Views Foreigners Views of Them selves of U.S. Persons
Profit-oriented Resourceful, ingenious Individualistic, progressive Dynam ic, find identity in work Enthusiastic, prefer hardsell Open M aterialistic W ork-oriented; deals m ore im portant than people Self-absorbed, equating new with best Driven Deceptive, fearsom e W eak, untrustworthy
Ch. 124 24

U.S Proverbs
The squeaking wheel gets the grease. Waste not, want not. He who holds the gold makes the rules. If at first you dont succeed, try, try again. The early bird gets the worm.
Ch. 125 25

Chinese Proverbs
A man who waits for a roast duck to fly into his mouth must wait a very, very long time. A man who says it cannot be done should not interrupt a man doing it. Give a man a fish, and he will live for a day; give him a net, and he will live for a lifetime.
Ch. 126 26

What do these proverbs indicate about these cultures and what they value?
No one is either rich or poor who has not helped himself to be so. (German) Words do not make flour. (Italian) The nail that sticks up gets pounded down. (Japanese)
Ch. 127 27

High Context
Japanese Arab Latin American Spanish English Italian French North American Scandinavian German Swiss
Low Context
Ch. 128 28

High-Context Cultures Relational Collectivist Intuitive Contemplative Low-Context Cultures Linear Individualistic Logical Action-oriented
Ch. 129 29

Oral Messages
Learn foreign phrases. Use simple English. Speak slowly and enunciate clearly. Observe eye messages. Encourage accurate feedback. Check frequently for comprehension.
Ch. 130 30

Oral Messages (continued)
Accept blame. Listen without interrupting. Remember to smile! Follow up in writing.
Ch. 131 31

Written Messages
Adapt to local formats. Use short sentences and short paragraphs. Avoid ambiguous expressions. Strive for clarity. Use correct grammar. Cite numbers carefully.
Ch. 132 32

Understand the value of differences. Dont expect total conformity. Create zero tolerance for bias and stereotypes. Practice focused, thoughtful, and openminded listening. Invite, use, and give feedback.
Ch. 133 33

Make fewer workplace assumptions. Learn about your own cultural self. Learn about other cultures and identity groups. Seek common ground.
Ch. 134 34
End
Ch. 135
Ch. 1-1 Ch. 21
Improving Your Business Writing

The best business writing is
Audience oriented Purposeful Economical
To improve your writing skills, you need

Good teaching materials with excellent model documents An effective writing process A trainer (like your instructor) Practice
Ch. 22
2
The Writing Process
Stage 1: Prewriting Analyzing Anticipating Adapting
Stage 2: Writing Researching Organizing Composing
Stage 3: Revising Revising Proofreading Evaluating
Ch. 23

Importance of message Amount and speed of feedback required Necessity of a permanent record Cost of the channel Degree of formality required
Ch. 24
4

Possible Channels:
E-mail, fax, letter, memo, report, telephone, voice mail, meeting, conversation, Web
What channel is best to announce decreased insurance benefits for 250 employees?
E-mail or memo
Ch. 25

What channel is best for a sales message promoting a new product to customers?
Letter
What channel is best for responding to similar customer inquiries?

Web, letter, telephone
Ch. 26
Reader Benefits
Instead of this:
We are promoting a new plan that we believe has many outstanding benefits.
Try this:
You will enjoy total peace of mind with our affordable hospitalization plan that meets all your needs.
Ch. 27
7
Reader Benefits
Instead of this:
Before we can allow you to purchase items on this new account, we must wait two weeks to verify your credit.
Try this:
You may begin making purchases on your new account in two weeks.
Ch. 28
Reader Benefits
Instead of this:
I need your response immediately so that I can make the employee vacation schedule by next week.
Try this:
Your quick response means your vacation schedules will be ready next week.
Ch. 29
Conversational Language
Instead of this:
The undersigned takes pleasure in . . . .
Try this:
Im happy to . . . .
Instead of this:
It may be of some concern to you to learn that your check has been received and your account has been credited for $250.
Try this:
Weve credited your account for $250.
Ch. 210 10
Positive Language
Instead of this:
Employees may not use the First Street entrance during remodeling.
Try this:
Employees may use the Market Street entrance during remodeling.
Instead of this:
We cannot fill your order until we receive an exact model number.
Try this:
We can fill your order once we receive an exact model number.
Ch. 211 11
Hidden Messages
Some words and phrases convey a negative and unpleasant tone. They may imply a hidden message that the writer does not intend. Think twice before using the following negative expressions.
Ch. 212 12
Hidden Messages
Negative Language:
You overlooked You state that You failed to You claim that You are wrong You do not understand Your delay You forgot to Essentials of Business Communication, Asian Edition
Ch. 213 13
Inclusive Language
Instead of this:
Have you called a salesman? Every executive has his own office.
Try this:
Have you called a salesperson? All executives have their own offices.
Ch. 214 14
Try Your Skill

The undersigned takes great pleasure in welcoming you to our staff. Im happy to welcome you to our staff.
Ch. 215 15
Try Your Skill

We cannot send your order from our warehouse until June 1. Your order will be on its way to you June 1.
Ch. 216 16
Try Your Skill

I have 15 different financial plans to offer my investors. You have 15 different financial plans from which to choose.
Ch. 217 17
Try Your Skill

We want all newly hired employees to use our carpooling program for at least three months. As a newly hired employee, you wont have to drive to work for the first three months because you can carpool.
Ch. 218 18
Plain Language
Avoid federalese, bureaucratese, and inflated language.
Federalese: Each person to whom the request is herein addressed is henceforth solicited to submit, or to have his or her department representative submit, to the Department of Labor official described above, a comment on whether the proposed plan, in his or her considered view, meets the requirements of the 2003 law. Simple Translation: You may wish to comment on whether the proposed plan meets the requirements of the 2003 law.
Ch. 219 19
Familiar Words
Avoid long, difficult, and unfamiliar words. Use short, simple, and common words whenever possible.
Less familiar words:
encounter extrapolate obligatory terminate
Simple alternatives:
meet project required end
Ch. 220 20
Try Your Skill

You may encounter difficulties in terminating the contract. You may meet difficulties in ending the contract.
Ch. 221 21
Try Your Skill

As stipulated, we extrapolated the budget figures for two years. As required, we projected the budget figures for two years.
Ch. 222 22
Try Your Skill

Will you utilize workbooks during the obligatory training period? Will you use workbooks during the required training period?
Ch. 223 23
Try Your Skill

We anticipate that a majority of the alternatives will be fundamental enough to meet our requirements. We expect that most of the choices will be basic enough to meet our needs.
Ch. 224 24
Seven Ways Technology Can Improve Your Business Writing

Fighting writers block Collecting information electronically Outlining and organizing ideas Improving correctness and precision Adding graphics for emphasis Designing and producing professional-looking documents, presentations, and Web pages Using collaborative software for team writing
Ch. 225 25
End
Ch. 1-26 Ch. 226 26
Ch. 31
Formal Research Methods for Gathering Information

Search manually (books, magazines, journals). Access electronically (Internet, databases, compact discs). Go to the source (interviews, surveys, questionnaires, focus groups). Conduct scientific experiments (measure variables using control groups).
Ch. 32
2
Informal Research Methods for Gathering Information

Look in organization files. Talk with your boss. Interview the target audience. Conduct an informal survey. Brainstorm for ideas.
Ch. 33

Title I. First major component
A. First subpoint
B. Second subpoint
Ch. 34

II. Second major component
A. First subpoint
Ch. 35

Tips:
Define main topic in title. Divide the topic into three to five main points. Break the components into subpoints. Strive to make each component exclusive (no overlapping). Dont put a single item under a major component. Use details, illustrations, and evidence to support subpoints.
Ch. 36
6

Direct Strategy
Main idea comes first followed by details and explanations
Indirect Strategy
Explanation precedes main idea
Ch. 37

Direct Strategy
Advantages: Saves readers time Sets a proper frame of mind Prevents frustration Appears businesslike
Indirect Strategy
Advantages: Respects feelings of audience Encourages a fair hearing Minimizes a negative reaction
Ch. 38
8

Direct Strategy
Useful when: Receiver is receptive Receiver requires no education about topic Message is routine
Indirect Strategy
Useful when: Receiver may be upset Receiver may be hostile Receiver must be persuaded or educated Message is sensitive
Ch. 39
Effective Sentences
Complete sentences have subjects and verbs and make sense (are capable of standing alone). Example:
Subject Verb
Employees send many e-mail messages.

Ch. 310 10
Effective Sentences
Clauses also have subjects and verbs. Independent clauses can stand alone; dependent clauses rely on independent clauses for their meaning. Example:
Dependent Clause Independent Clause
When you speak, you reveal yourself.

Ch. 311 11
Effective Sentences
Phrases are groups of related words without subjects and verbs. Example:
Phrase Phrase
In the afternoon, I work at the mall.
Ch. 312 12
Effective Sentences
Avoid sentence fragments.
Fragment
Even though the pay was low. Many candidates applied.
Revision:
Even though the pay was low, many candidates applied.
Ch. 313 13
Effective Sentences
Avoid run-on (fused) sentences.
Fused Sentences
Two candidates applied only one was hired.
Revisions:
Two candidates applied. Only one was hired. Two candidates applied; only one was hired. Two candidates applied, but only one was hired.
Ch. 314 14
Effective Sentences
Avoid comma-splice sentences.
Comma Splice
Many were qualified, Jeff was hired.
Revisions:
Many were qualified. Jeff was hired. Many were qualified; Jeff was hired. Many were qualified; however, Jeff was hired. Many were qualified, but Jeff was hired.
Ch. 315 15
Try Your Skill

You can create a Web-based job portfolio it will impress potential employers. You can create a Web-based job portfolio; it will impress potential employers.
Ch. 316 16
Try Your Skill

Send a scannable rsum. When you apply for a job. Send a scannable rsum when you apply for a job.
Ch. 317 17
Try Your Skill

Although technical skills are important. Communication skills are also in great demand. Although technical skills are important, communication skills are also in great demand.
Ch. 318 18
Try Your Skill

College used to be for young people, however many older students now seek degrees. College used to be for young people; however, many older students now seek degrees.
Ch. 319 19

Underlining: Which of these methods do you prefer?
Ch. 320 20

Italics and Boldface: The use of boldface and italics captures the readers attention.
Ch. 321 21

All Caps: Notice how EXPENSE-FREE stands out.
Ch. 322 22

Dashes: Other methodsincluding dashesmay be used.
Ch. 323 23

Tabulation: Listing items vertically emphasizes them: 1. First item 2. Second item 3. Third item
Ch. 324 24

Other means of achieving mechanical emphasis include the following: use of white space, color, lines, boxes, columns, titles, headings, and subheadings. Which of the above techniques are appropriate in business letters? Memos? E-mail messages? Reports?
Ch. 325 25

To emphasize an idea:
Use a vivid expression, such as in bug-free software rather than dependable software. Label the idea with expressions such as more importantly, the principal reason, or the best alternative. Put the important idea first or last in the sentence. Put the important idea in a simple sentence or in an independent clause.
Ch. 326 26

To deemphasize an idea:
Use general, rather than specific, words (some customers complained, rather than 125 customers complained). Place the idea in a dependent clause connected to an independent clause containing a positive idea. Example:
Although items cannot be returned for cash, you will receive store credit for any returned purchases.
Ch. 327 27

Active-voice verbs show the subject performing the action. Examples:
Most major employers require drug testing.
Dr. Smith recommended Tina for the job.

Ch. 328 28

In passive-voice sentences, the subject is being acted upon. Passive-voice verbs require helper verbs. Examples:
Drug testing is required by most major employers.
Tina was recommended for the job by Dr. Smith.

Ch. 329 29

Use the active voice for most business writing. Use the passive voice to emphasize an action or the recipient of the actionrather than the actor (Specialists were hired; Laura was honored). Use the passive voice to break bad news (Although your lease cannot be renewed, we can offer . . . ).
Ch. 330 30
Try Your Skill

Our membership meeting was postponed by the president. The president postponed our membership meeting.
Ch. 331 31
Try Your Skill

The rsums of job candidates are sorted quickly by the software program Resumix. The software program Resumix sorts rsums of job candidates quickly.
Ch. 332 32
Try Your Skill

Computer paper was ordered yesterday. Rachel ordered computer paper yesterday.
Ch. 333 33
Try Your Skill

We must delay shipment of your merchandise because of heavy demand. Your merchandise shipment must be delayed because of heavy demand.
Ch. 334 34
Try Your Skill

The technician could not install the computer program. The computer program could not be installed.
Ch. 335 35
Parallel expression results from balanced construction. Match nouns with nouns, verbs with verbs, phrases with phrases, and clauses with clauses.
Ch. 336 36
The process of writing involves organizing, composing, and revision. Parallel: The process of writing involves organizing, composing, and revising. (Matching endings of verbals)
Ch. 337 37
Poor:
We are very concerned with the quality of raw materials, where they are located, and how much it costs to transport them. Parallel: We are very concerned with the quality, location, and transportation costs of raw materials. (Matching nouns)
Ch. 338 38
Poor:
Serena takes the telephone orders, Matt locates the items in the warehouse, and the items are sent by Yolanda. Parallel: Serena takes the telephone orders, Matt locates the items in the warehouse, and Yolanda sends the items. (Matching voices of verbs)
Ch. 339 39
Poor:
Try Your Skill

Our knowledge management system focuses on the collecting, storage, and sharing of best practices. Our knowledge management system focuses on the collecting, storing, and sharing of best practices.
Ch. 340 40
Try Your Skill

We are pleased to recommend Elizabeth because she has sincerity, she is reliable, and she works with diligence. We are pleased to recommend Elizabeth because she is sincere, reliable, and diligent.
Ch. 341 41

For clarity, modifiers must be close to the words they describe or limit. Be particularly careful to place a logical subject immediately after an introductory verbal phrase.
Ch. 342 42

Poor: After considering the problem carefully, new procedures were suggested by management.
Revised: After considering the problem carefully, management suggested new procedures.
Ch. 343 43

Poor: Any student has full online privileges who is enrolled in the college.
Revised: Any student who is enrolled in the college has full online privileges.
Ch. 344 44

Poor: Its hard to understand why employees would not go to our technical support staff with software problems. Revised: Its hard to understand why employees with software problems would not go to our technical support staff.
Ch. 345 45

Poor: Using a search engine, the Web site was finally located.
Revised: Using a search engine, we finally located the Web site.
Ch. 346 46
Try Your Skill

To be hired, two years of experience is required. To be hired, one must have two years of experience.
Ch. 347 47
Try Your Skill

Dipped in butter, you can really enjoy a fine lobster. Dipped in butter, a fine lobster can truly be enjoyed.
Ch. 348 48
Try Your Skill

She died in the house in which she was born at the age of 88. At the age of 88, she died in the house in which she was born.
Ch. 349 49
Try Your Skill

To receive an employment form, fill out this application. (Tricky!)
The sentence is correct as it stands. You is the understood subject of a command.
Ch. 350 50

To help guide your reader or listener from one thought to another, develop coherence by using one of these devices: 1. Repeat a key idea or key word(s).
Next month we plan to launch a promotion for our new Web site. The promotion will involve newspaper and TV campaigns.
Ch. 351 51

2. Use a pronoun.
Considerable interest is now being shown in our extended certificates of deposit. They are more profitable when left on deposit for long periods of time.
Ch. 352 52

Time Association
before, after first, second meanwhile next until when, whenever
Contrast
although but however instead nevertheless on the other hand
Ch. 353 53

CauseEffect
consequently for this reason hence therefore
Additional Idea
furthermore in addition likewise moreover similarly
Ch. 354 54

Illustration
in this way for example
Ch. 355 55
Paragraph Length
Paragraphs with eight or fewer printed lines look inviting and readable.
Ch. 356 56
Composing the First Draft

Complete all necessary research. Find a quiet place to concentrate and work. Prohibit calls, visitors, and interruptions. Organize information using an outline. Decide whether to sprint write (get your thoughts down quickly and revise later) or revise as you go. Imagine you are talking to a reader or listener.
Ch. 357 57
End
Ch. 358 58
Ch. 41
Revising and Proofreading

Revising: Improving content and sentence structure. May involve adding, cutting, recasting. Correcting grammar, spelling, punctuation, format, and mechanics.
Ch. 42
2
Proofreading:
Concise Wording
Revise your messages to eliminate wordiness. Instead of this:
We are of the opinion that Please feel free to In addition to the above At this point in time Despite the fact that
Try this:
We think Please Also Now Although
Ch. 43
Wordy Prepositional Phrases

Instead of this:
We dont as a general rule cash personal checks. Students in very few instances receive parking tickets. She calls meetings on a monthly basis.
Try this:
We dont generally cash personal checks. Students seldom receive parking tickets. She calls monthly meetings.
Ch. 44
4
Long Lead-Ins
Instead of this:
This memo is to inform you that all employees meet today. I am writing this letter to say thanks to everyone who voted.
Try this:
All employees meet today. Thanks to everyone who voted.
Ch. 45
Outdated Expressions
Outdated:
as per your request pursuant to your request attached hereunto under separate cover
Modern:
at your request at your request attached separately
Ch. 46
Needless Adverbs
To sound more credible and to streamline your writing, avoid excessive use of adverbs such as definitely, quite, really, actually, and so forth. Instead of this: Try this:
The manager is actually quite pleased with your proposal because the plan is definitely workable. The manager is pleased with your proposal because the plan is workable.
Ch. 47
Fillers
Revise sentences to avoid fillers such as there and it when used merely to take up space. Instead of this:
There are two employees who should be promoted. It was Lisa and Jeff who were singled out.
Try this:
Two employees should be promoted. Lisa and Jeff were singled out.
Ch. 48
8
Try Your Skill

This e-mail message is to inform you that in all probability we will actually finish in two weeks. We will probably finish in two weeks.
Ch. 49
Try Your Skill

There are many brokers who are quite certain that these stocks are completely safe. Many brokers are certain that these stocks are safe.
Ch. 410 10
Try Your Skill

Pursuant to your request, there are two contracts that are attached hereto. As you requested, two contracts are attached.
Ch. 411 11
Try Your Skill

All employees are hereby informed that as a general rule computers may not be used for personal activities. Generally, employees may not use computers for personal activities.
Ch. 412 12
Redundant Words
Avoid unnecessarily repetitious words. What words could be omitted in these expressions?
advance warning close proximity exactly identical filled to capacity final outcome necessary requisite new beginning past history refer back thought and consideration
Ch. 413 13
Jargon
Avoid technical terms and special terminology that readers would not recognize.
Computer jargon:
queue export bandwidth
Alternative language:
list of documents waiting to be printed transfer data from one program to another Internet capacity
Is jargon ever permissible?
Ch. 414 14
Slang
Avoid slang (informal expressions with arbitrary or extravagantly changed meanings).
to bag on clueless turkey chill/chill out to tease, to nag, to complain unaware, nave someone stupid or silly relax
Ch. 415 15
Slang
Ch. 416 16
Clichs
Avoid clichs (overused expressions). Substitute more precise words.
Last but not least, you should keep your nose to the grindstone. We had reached the end of our rope. Finally, you should work diligently. We could go no further.
Ch. 417 17
Try Your Skill

Last but not least, the attorney referred back to an exactly identical case. Finally, the attorney referred to an identical case.
Ch. 418 18
Try Your Skill

With a little advance warning, we could have sold out before our stocks tanked. With warning, we could have sold out before our stocks hit bottom.
Ch. 419 19
Try Your Skill

Ms. Miller, who shoots straight from the shoulder, demanded final completion by January 1. Ms. Miller, who is straightforward, demanded completion by January 1.
Ch. 420 20
Precise Verbs
Revise your writing to include precise verbs instead of general, lackluster, all-purpose ones.
Market researchers said that profits would improve.
What more precise verbs could replace said?

Market researchers forecasted improved profits. Market researchers promised improved profits. Market researchers predicted improved profits.
Ch. 421 21
Precise Verbs
Revise verbs that have been converted to nouns.
The manager came to the realization that telecommuting made sense. The manager realized that telecommuting made sense. An application must be made by the job seeker. The job seeker must apply.
Ch. 422 22
Precise Verbs
TIP: Look for words ending in tion or ment. Could they be more efficiently and forcefully converted to verbs?
Ch. 423 23
Try Your Skill

Revise the following sentence using more precise verbs.
The seller said he would contact you. The seller promised to e-mail [telephone or fax] you.
Ch. 424 24
Try Your Skill

We must give encouragement to our team. We must encourage our team.
Ch. 425 25
Try Your Skill

Have you made an application for employment? Have you applied for employment?
Ch. 426 26
Try Your Skill

A duty of the general manager is the calculation of monthly sales. The general manager calculates monthly sales.
Ch. 427 27
Try Your Skill

The establishment of new methods was effected by Kevin. Kevin established new methods.
Ch. 428 28
Concrete Nouns
Revise your writing to include specific, concrete nouns instead of general, abstract ones.
The man asked for a raise. Jeff Jones asked for a 10 percent salary increase. An employee presented a proposal. Kelly Keeler, production manager, presented a plan to stagger hours.
Ch. 429 29
Vivid Adjectives
Revise your writing to include descriptive, dynamic adjectives instead of overworked, allpurpose ones.
The report was good. The report was persuasive (or detailed, original, thorough, painstaking, complete, comprehensive). The report was bad. (Possible revisions?)
Ch. 430 30
What to Watch for in Proofreading

Spelling Grammar Punctuation Names and numbers Format
Ch. 431 31

Allow adequate time. Print a copy, preferably double-spaced. Be prepared to find errors. Read once for meaning and once for grammar/mechanics. Reduce your reading speed.
Ch. 432 32

For documents that must be perfect:
Have someone read aloud the original while someone else checks the printout. Spell names. Spell difficult words. Note capitalization. Note punctuation.
Ch. 433 33
End
Ch. 434 34
Ch. 51

Getting Started
Consider composing off line. Type the receivers address correctly. Avoid using a misleading subject line.
Ch. 52

Content, Tone, Correctness
Be concise. Dont send anything you wouldnt want published. Dont use e-mail to avoid contact. Never respond when youre angry. Care about correctness. Resist humor and tongue-in-cheek comments.
Ch. 53
3

Netiquette
Limit any tendency to send blanket copies. Never send spam. Consider using identifying labels, such as ACTION, FYI, RE, URGENT. Use capital letters only for emphasis or for titles. Announce attachments.
Ch. 54
4

Netiquette (continued)
Seek permission before forwarding. Scan all messages before replying to each individually. Dont automatically return the senders message. Revise the subject line if the topic in a series of messages (a thread) changes.
Ch. 55
5

Personal Use
Dont use company computers for personal matters. Assume that all e-mail is monitored.
Ch. 56

Other Smart Practices
Use design to improve readability of longer messages. Consider cultural differences. Double-check before hitting the Send button.
Ch. 57

Guide Words
To: Consider keying receivers full name with e-mail address in angle brackets (Heather Jones<hjones@peach.com>). Entered automatically Entered automatically Include meaningful topic summary.
From: Date: Subject:
Ch. 58

Salutation Options
No salutation Heather, Dear Heather:, Hi, or Good morning! Include name in first line (Thanks, Heather, for your help . . .).
Ch. 59

Body
Cover just one topic. Use uppercase and lowercase letters. Use short line length if message might be forwarded.
Ch. 510 10

Closing
Consider a complimentary closing such as Best or Cheers. Include your name and identification especially in messages to outsiders.
Ch. 511 11

Date: To: From: Subject: Matt: Two interns will work in your department from September 20 through November 30. As part of their supervision, you should do the following: * Develop a work plan describing their duties. September 3, 2004 9:05:12 AM EST Matt Ferranto <mferranto@qualcom.com> Brooke Johnson <bjohnson@qualcom.com> Supervising Two Assigned Interns
Ch. 512 12

* Supervise their work to ensure positive results. * Assess their professionalism in completing assigned work. Please examine the packet being sent to you. It contains forms and additional information about the two students assigned to your department. Call me at Ext. 248 if you have questions. Best, Brooke
Ch. 513 13

Guide Words
Double-space Date, To, From, and Subject. Align all words after the colon following Subject.
Top Margin
Full sheetstart on line 13. Half sheetstart on line 7.
Ch. 514 14

Side Margins
Leave 1 to 1 inches.
Spacing
Single-space.
Ch. 515 15

line 13 DATE: TO: FROM: Qualcom Enterprises Interoffice Memo
September 3, 2004 1 blank line Matt Ferranto Brooke Johnson
SUBJECT: Supervising Two Assigned Interns
Ch. 516 16

2 blank lines Two interns will work in your department from September 20 through November 30. As part of their supervision, you should do the following: Develop a work plan describing their duties. Supervise their work to ensure positive results. Assess their professionalism in completing assigned work. Please examine the packet being sent to you. It contains forms and additional information about the two students assigned to your
Ch. 517 17

department. Call me at Ext. 248 if you have questions. Enclosure
Ch. 518 18
Writing Plan for Routine Memos and E-Mail Messages

Subject line: Opening: Body: Closing: Summarize memo contents. State the main idea. Provide background data and explain the main idea. Request action, summarize the message, or present a closing thought.
Ch. 519 19

Parallelism
Instead of this:
Workers were nervous, stressed, and full of preoccupation.
Try this:
Workers were nervous, stressed, and preoccupied.
Ch. 520 20

Instructions
Instead of this:
To clean the printer, you should first disconnect the power cord. Then you open the front cover, and the printer area should be cleaned with a soft, dry cloth.
Try this:
To clean the printer, do the following: * Disconnect the power cord. * Open the front cover. * Clean the printer area with a soft, dry cloth.
Ch. 521 21

Headings
Instead of this:
On April 3 we will be in Toledo, and the speaker is Troy Lee. On May 20 we will be in Detroit, and the speaker is Erin Win.
Try this:
Date April 3 May 20 City Toledo Detroit Speaker Troy Lee Erin Win
Ch. 522 22

Within Sentences
Instead of this:
Our team constantly tries to achieve our goals, customer service must be improved, and our production targets must be hit.
Try this:
Our team constantly tries to (a) achieve our goals, (b) improve customer service, and (c) hit our production targets.
Ch. 523 23

Bulleted Items
Instead of this:
At the AutoSelect Web site, we let you compare car prices, you can research the best financing, and you can learn about leasing.
Try this:
At the AutoSelect Web site, you can do the following: Compare car prices. Research the best financing. Learn about leasing.
Ch. 524 24

Paragraph Headings
Instead of this:
The next topic is vacations. A new vacation schedule will be available in two weeks.
Try this:
Vacations. A new vacation schedule will be available in two weeks.
Ch. 525 25
Try Your Skill

Arrange the following in a concise, bulleted list.
In the next training session, the trainer will demonstrate how to use video conferencing, how to share multiple programs, and how to maintain an Internet directory.
Ch. 526 26
Try Your Skill

Improved Version:
The next training session will demonstrate Video conferencing Sharing multiple programs Maintaining an Internet directory
Ch. 527 27
Try Your Skill

Improve the readability of the following instructions that will become part of a student employment booklet.
In preparing for an employment interview, you should begin by studying the job description. Itemizing your most strategic skills and qualifications is also important. Giving responses in a mock interview is another good practice technique. Last, you should be prepared to ask relevant questions.
Ch. 528 28
Try Your Skill

Improved Version:
You can prepare for interviews by doing the following: Study the job description. Itemize your most strategic skills and qualifications. Practice giving responses in a mock interview. Prepare to ask relevant questions.
Ch. 529 29
End
Ch. 530 30

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Essentials of Business Communication, Asian Edition

Ch. 1-1 Ch. 21

Improving Your Business Writing

To improve your writing skills, you need

Essentials of Business Communication, Asian Edition

The Writing Process

Stage 1: Prewriting Analyzing Anticipating Adapting

Stage 2: Writing Researching Organizing Composing

Stage 3: Revising Revising Proofreading Evaluating

Essentials of Business Communication, Asian Edition

Factors Determining Channel Selection

Factors Determining Channel Selection

Essentials of Business Communication, Asian Edition

Factors Determining Channel Selection

What channel is best for responding to similar customer inquiries?

Essentials of Business Communication, Asian Edition

Essentials of Business Communication, Asian Edition

Essentials of Business Communication, Asian Edition

Essentials of Business Communication, Asian Edition

Essentials of Business Communication, Asian Edition

Essentials of Business Communication, Asian Edition

Essentials of Business Communication, Asian Edition

Try Your Skill

Essentials of Business Communication, Asian Edition

Try Your Skill

Essentials of Business Communication, Asian Edition

Try Your Skill

Essentials of Business Communication, Asian Edition

Try Your Skill

Essentials of Business Communication, Asian Edition

Essentials of Business Communication, Asian Edition

Try Your Skill

Essentials of Business Communication, Asian Edition

Try Your Skill

Essentials of Business Communication, Asian Edition

Try Your Skill

Essentials of Business Communication, Asian Edition

Try Your Skill

Seven Ways Technology Can Improve Your Business Writing

Essentials of Business Communication, Asian Edition

Ch. 1-26 Ch. 226 26

Essentials of Business Communication, Asian Edition

Formal Research Methods for Gathering Information

Informal Research Methods for Gathering Information

Organize Information With an Outline

Essentials of Business Communication, Asian Edition

Organize Information With an Outline

Essentials of Business Communication, Asian Edition

Organize Information With an Outline

Organizing Business Messages

Essentials of Business Communication, Asian Edition

Organizing Business Messages

Essentials of Business Communication, Asian Edition

Organizing Business Messages

Essentials of Business Communication, Asian Edition

Employees send many e-mail messages.

When you speak, you reveal yourself.

In the afternoon, I work at the mall.

Essentials of Business Communication, Asian Edition

Even though the pay was low. Many candidates applied.

Two candidates applied only one was hired.

Many were qualified, Jeff was hired.

Try Your Skill