Business Communication Lecturer Gareth Jones Class 6 Routine

Business Communication Lecturer: Gareth Jones Class 6: Routine Business Messages

Yesterday �Editing – Content, readability �Introductions and conclusions �Indirect and direct messages Business Communication (BUS-101) 3 rd December 2009 2

Today �Editing – Style �Email/Memo/Letter Format �Routine Messages ◦ Requesting Information ◦ Making a complaint ◦ Requesting a Reference Letter Business Communication (BUS-101) 3 rd December 2009 3

Routine Messages �For normal business situations �About day to day activity �Rarely complicated �Quick, clear, and direct Business Communication (BUS-101) 3 rd December 2009 4

Routine Messages � 3 Step writing process: ◦ Step 1: Planning (gather, organise, focus) ◦ Step 2: Writing (Drafting) ◦ Step 3: Completing (editing) Business Communication (BUS-101) 3 rd December 2009 5

Routine Messages � 3 Step writing process: ◦ Step 1: Planning (gather, organise, focus) ◦ Step 2: Writing (Drafting) ◦ Step 3: Completing (editing) Business Communication (BUS-101) 3 rd December 2009 6

Planning �Even though messages are short, it is still good to plan the message. �Collect info, organise your thoughts, focus your ideas Business Communication (BUS-101) 3 rd December 2009 7

Planning �Go over 5 communication strategies �Purpose? Objective? Style? Channel? Audience? Business Communication (BUS-101) 3 rd December 2009 8

Planning �Use the “you” attitude �Adapt the message to the readers Business Communication (BUS-101) 3 rd December 2009 9

Routine Messages � 3 Step writing process: ◦ Step 1: Planning (gather, organize, focus) ◦ Step 2: Writing (Drafting) ◦ Step 3: Completing (editing) Business Communication (BUS-101) 3 rd December 2009 10

Writing �Assume your reader is interested or neutral �Assume they will respond positively Business Communication (BUS-101) 3 rd December 2009 11

Writing �Must have a clear opening (Introduction) �State all main ideas (Body) �Close Politely (Conclusion) Business Communication (BUS-101) 3 rd December 2009 12

Routine Messages � 3 Step writing process: ◦ Step 1: Planning (gather, organize, focus) ◦ Step 2: Writing (Drafting) ◦ Step 3: Completing (editing) Business Communication (BUS-101) 3 rd December 2009 13

Editing �Check content, readability, style format. �Proofread typos, errors, etc. �Read over before sending Business Communication (BUS-101) 3 rd December 2009 14

Message Strategy �We will look at the strategy for writing routine messages. �Start with the Introduction Business Communication (BUS-101) 3 rd December 2009 15

Introduction Strategy �State your request at the beginning �Pay attention to your tone �Avoid personal intros �Be specific (say exactly what you want!) Business Communication (BUS-101) 3 rd December 2009 16

Body Strategy �Explain and justify your request �Include any benefits it might have for your audience Business Communication (BUS-101) 3 rd December 2009 17

Body Strategy �If you have questions, ask them here. �List the most important questions first. �Make the questions simple and short (succinct) Business Communication (BUS-101) 3 rd December 2009 18

Closing Strategy �Repeat your specific request including: ◦ Time ◦ Place Business Communication (BUS-101) 3 rd December 2009 19

Closing Strategy �Say how you can be reached, including: ◦ Phone # ◦ Email ◦ Office ◦ Skype ◦ Etc… Business Communication (BUS-101) 3 rd December 2009 20

Closing Strategy �End with a polite closing �What is a polite closing? Business Communication (BUS-101) 3 rd December 2009 21

Routine Messages �We will look at three different kinds: ◦ Normal Requests ◦ Complaints ◦ Requests for a reference Business Communication (BUS-101) 3 rd December 2009 22

Routine Messages �We will look at three different kinds: ◦ Normal Request ◦ Complaint ◦ Request for a reference Business Communication (BUS-101) 3 rd December 2009 23

Normal Request �Asking for information or action �Opinions? �Help? Business Communication (BUS-101) 3 rd December 2009 24

Normal Request �State three things: ◦ What you want to know ◦ Why you want to know it ◦ Why the reader should help Business Communication (BUS-101) 3 rd December 2009 25

Normal Request �Be clear in your request and your explanation �Direct approach ◦ Include dates and times Business Communication (BUS-101) 3 rd December 2009 26

Normal Request �For fellow employees: ◦ Assume they know you ◦ Have a clear and detailed subject ◦ Email is usually the best channel Business Communication (BUS-101) 3 rd December 2009 27

Normal Request �For other companies ◦ To ask other customers to provide information or do something simple Business Communication (BUS-101) 3 rd December 2009 28

Normal Request �Always be polite, but not too polite- no need to grovel! �Ask clear and numbered questions for an easy reply Business Communication (BUS-101) 3 rd December 2009 29

Routine Messages �We will look at three different kinds: ◦ Normal Request ◦ Complaint ◦ Request for a reference Business Communication (BUS-101) 3 rd December 2009 30

Complaint �If you are unsatisfied with a service or product ◦ Over charging ◦ Broken products ◦ Impolite salespeople Business Communication (BUS-101) 3 rd December 2009 31

Complaint �Also called “Claims and Adjustments” Business Communication (BUS-101) 3 rd December 2009 32

Complaint �Explain the problem �Give the details of the problem �Request or suggest action (if known) ◦ Be prepared to send other documents (receipts, sales info, etc) Business Communication (BUS-101) 3 rd December 2009 33

Complaint �Good for you because it leaves a permanent record �Must be rational, clear, and polite �Assume the reader will agree with you Business Communication (BUS-101) 3 rd December 2009 34

Complaint �Beginning ◦ Straightforward explanation of problem Business Communication (BUS-101) 3 rd December 2009 35

Complaint �Middle ◦ Complete explanation. Include all specifics and details of problem. (date purchased, date of issue) Business Communication (BUS-101) 3 rd December 2009 36

Complaint �End ◦ Request specific action (if known) ◦ Provide contact information Business Communication (BUS-101) 3 rd December 2009 37

Routine Messages �We will look at three different kinds: ◦ Normal Request ◦ Complaint ◦ Request for a reference Business Communication (BUS-101) 3 rd December 2009 38

Reference Request �Many jobs will ask for a reference or a recommendation �This is a letter from someone who knows you and will tell the company about you Business Communication (BUS-101) 3 rd December 2009 39

Reference Request �You should ask a former teacher, boss, lecturer, etc �Follow routine request strategies Business Communication (BUS-101) 3 rd December 2009 40

Reference Request �Introduction/opening Business Communication (BUS-101) 3 rd December 2009 41

Reference Request �Start by asking permission ◦ “Would you please provide me a recommendation…” �Say what position you are applying for and at what company Business Communication (BUS-101) 3 rd December 2009 42

Reference Request �If time has passed, repeat how you know this person including the time and place. (School, job, etc) Business Communication (BUS-101) 3 rd December 2009 43

Reference Request �Body ◦ Include a copy of your resume and any useful information that would make you good for this job (school work, experience) Business Communication (BUS-101) 3 rd December 2009 44

Reference Request �Closing ◦ Include the name and address of the person it should be sent to and a deadline if there is one ◦ Close with a goodwill ending Business Communication (BUS-101) 3 rd December 2009 45