Business and Administrative Communication

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Business and Administrative Communication Powered By Docstoc
					                                                                                  Kitty O. Locker and Donna Kiengler
                                                                          book    701 pages

                                                             About                       Lay ne Tinsley
                                                                                         My KTA
                                                                          mind map
                                                                                            2010




                                                                                                                                                                                                               In for m ,y ou explain som ething or
                                                                                                                                                                                                               t ell readers som ething.
                                                                                                                                                                                                               Requ est or Per suade,y ou want
                                                                                                                                                                 A ll docum ents hav e one or m ore of
                                                                                                                                                                                                               t h e r eader to act. Request su g g ests
                                                                                                                                                                 t h e t h r ee ba sic purposes of
                                                                                                                                                                                                               t h at the action will be easy or
                                                                                                                                                                 or g a n ization writing: to inform , to
                                                                                                                                                                                                               r ou t ine;pers uadesu g g ests that
                                                                                                                                                                 r equ est or persuade, and to build
                                                                                                                                                                                                               y ou will hav e to m otiv ate and
                                                                                                                                                                 g oodwill.
                                                                                                                                                                                                               conv ince the reader to act.
                                                                                                                                                                                                               Bu il d Goodwill,y ou create a
                                                                                                                              Communicating on the Job
                                                                                                                                                                                                               g ood im a ge of y ourself and of y our
                                                                                                                                                                                                               or g a n ization-the kind of im age
                                                                                                                                                                                                               t h a t m a kes people want to do
                                                                                                                                                                                                               bu siness with y ou.

                                                                                                                                                                    Wa st ed T ime:Ba d w r iting takes
                                                                                                                                                                    lon g er to read as we struggle to
                                                                                                                                                                    understand what we’re reading.
                                                                                                                                                                                                             A r eceiv er who has to guess what
                                                                                                                                                                                                             t h e sender m eans m ay guess
                                                                                                                                                                                                             w rong.
                                                                                                                                                                    Wa st ed Efforts:In effectiv e           A r ea der who finds a letter or
                                                                                                                                                                    m essa g es don’t get results.           m em o unconv incing or insulting
                                                                                                                                                                                                             sim ply won’t do what the m essage
                                                                                                                                                                                                             a sks.
                                                                                                                                                                                                                   T h e la n g uage is stiff and legalistic
                                                                                                                                                                                                                   (u sin g w ords that com e across
                                                                                                                                                                                                                   sex ist or a r e obsolete, such as
                                                                                                                                                                                                                   “ Gen t lem en,” “Please be adv ised,”
                                                                                                                                                                                                                   “ h erein,” and “expedite).
                                                                                                                                                                                                                   T h e t on e is selfish (written from
                                                                                                                                                                                                                   t h e w r it er’s point of v iew, lots of
                                                                                                                                                                                                                   “us,” “we,” “I,” “m e,” “our”).
                                                                                                                              Costs of Poor Communication                                                          T h e m a in point is buried (lost
                                                                                                                                                                    Lost Goodwill:Pa r t of building a
                                                                                                                                                                                                                   som ew here in the m iddle is the
                                                                                                                                                                    g ood im age is taking the tim e to
                                                                                                                                                                                                                   lea st em phatic part of a
                                                                                                                                                                    w rite correctly .
                                                                                                                                                                                                                   paragraph).
                                                                                                                                                                                                                   The request is v ague (what exactly
                                                                                                                                                                                                                   a r e y ou asking for in order to
                                                                                                                                                                                                                   r esolv e and process y our request?).
                                                                                                                                                                                                                   W or ds are m isused and can m ake
                                                                                                                                                                                                                   t h e write appear ignorant or
                                                                                                                                                                                                                   sloppy .
                                                                                                                                                                    Lega l Pr oblems.Ca r eful writers
                                                                                                                                                                    a n d speakers think about the
                                                                                                                                                                    la r ger social context in which their
                                                                                                                                                                    words m ay appear. What m ight
                                                                                                                                                                    t h ose w or ds m ean to other people
                                                                                                                                                                    in the field? What m ight they
                                                                                                                                                                    m ean to a judge and jury?
                                                                                                                                                                            Sa v e time. Elim inate tim e to
                                                                                                                                                                            rewrite badly written m aterial.
                                                                                                                                                                            Redu ce the tim e taken asking,
                                                                                                                                                                            “What did y ou m ean?”
                                                                                                                                                                            Ma ke y ou r efforts more
                                                                                                                                                                            effective. In cr eases the num ber
                                                                                                                                                                            of posit iv e and prom pt responses.
                                                                                                                                                                            Com m u n icate your points
                                                                                                                                                                            m or e clearly. Ma ke t h e issues
                                                                                                                                                                            clea r, to reduce the
                                                                                                                              Benefits of Improving Communication.          m isunderstanding that occur when
                                                                                                                                                                            t h e a u dience has to supply m issing
                                                                                                                                                                            or u nclear inform ation.
                                                                                                                                                                            Bu il d goodwill. Bu ild a positiv e
                                                                                                                                                                            im age of y our organization and an
                                                                                                                                                                            im a g e of y ourself as
                                                                                                                                                                            kn ow ledgeable, intelligent, and
                                                                                                                                                                            ca pable

                                                                                                                                                                     It ’s cl ear.T he m eaning the
                                                                                                                                                                     a u dience gets is the m eaning the
                                                                                                                                                                     com m unicator intended. The
                                                                                                                                                                     a u dience doesn’t hav e to guess.
                                                                                                                                                                     It ’s com plete. A ll of t h e
                                                                                                                                                                     a u dien ce questions are answered.
                                                                                                                                                                     T h e a udience has enough
                                                                                                                                                                     in form ation to ev aluate the
                                                                                                                                                                     m essage and act on it.
                                                                                                                                                                     It ’s cor r ect. A ll of t h e
                                                                                                                                                                     in for m ation in the m essage is
                                                                                                                                                                     a ccu r ate. The m essage is free from
                                                                                                                                                                     er rors in spelling, gram m ar, word
                                                                                                                                                                     or der, and sentence structure.
                                                                                                                                                                     It sa v es the receiver’s time.
                                                                                                                              Criteria for Effective Messages.       T h e sty le, organization, and v isual
                                                                                                                                                                     or a u ral im pact of the m essage
                                                                                                                                                                     h elp the receiv er read, understand,
                                                                                                                                                                     a n d a ct on the inform ation as
                                                                                                                                                                     qu ickly as possible.
                                                                                                                                                                     It bu il ds goodwill. T h e m essage
                                                                                                                                                                     pr esen t s a positiv e im age of the
                                                                                                                                                                     com m unicator and his or her
                                                                                                                                                                     or g a n ization. It treats the receiv er
                                                                                                                                                                     a s a per son, not a num ber. It
                                                                                                                                                                     cem en t s a g ood relationship
                                                                                                                                                                     between the com m unicator and
                                                                                                                                                                     t he receiv er.
                                      Business and
                                     Adm inistrative                                                                                                                       W h a t 's at stake--to whom ?
                                     Com m unication        W e m u st a sk ourselv es                                                                                     Sh ould y ou send a m essage?
                                      Eighth Edition        not what we want, but                                                                                                                                    Paper Documents
                                                            what they want. -John H.                                                                                                                                 Presentation
                                     Book Sum m ary
                                                            Joh n son
                                                                                                                                                                                                                     Email

                                                       Pa r t 1. T h e Bu il ding Blocks of         Business Communication,                                                                                          Phone Call
                                                                                                    Management, and Success
                                                       Effect iv e Messages                                                   Understanding and Analyzing                  W hat channel should y ou use?            In Person
                                                                                                                              Business Communication Situations                                                      Meetings
                                                                                                                                                                                                                     Reports
                                                                                                                                                                                                                     Memos
                                                                                                                                                                                                                     Bulletins
                                                                                                                                                                           What should y ou say ?
                                                                                                                                                                           How should y ou say it?
                                                                                                                                                                 Ga ther knowledge.
                                                                                                                                                                 Us t h e six qu est ions for analy sis to
                                                                                                                                                                 analy ze y our audience, y our
                                                                                                                                                                 pu r poses, and the situation.
                                                                                                                                                                 Br a in storm solutions.
                                                                                                                                                                 If y ou want to add or change
                                                                                                                                                                 in for m ation, get perm ission first.
                                                                                                                                                                                                                                                                1 . W hat is (are) y our audience(s)?
                                                                                                                                                                                                                                                                W h a t audience characteristics are
                                                                                                                                                                                                                                                                r elev ant for this particular
                                                                                                                                                                                                                                                                m essage? If y ou are writing or
                                                                                                                                                                                                                                                                spea king to m ore than one person,
                                                                                                                                                                                                                                                                h ow do t h e people in y our
                                                                                                                                                                                                                                                                a u dience differ?
                                                                                                                                                                                                                                                                2 . W hat are y our purposes in
                                                                                                                                                                                                                                                                com m unicating?
                                                                                                                                                                                                                                                                3. What inform ation m ust y our
                                                                                                                                                                                                                                                                m essage include?
                                                                                                                                                                                                                                                                4 . How can y ou build support for
                                                                                                                                                                                                                                                                y ou r position? What reasons or
                                                                                                                                                                                                                                                                a u dience benefits will y our
                                                                                                                                                                                                                                                                a u dience find conv incing?
                                                                                                                                                                                                                                                                5 . W h a t objection(s) can y ou
                                                                                                                                                                                                              A n sw er the six questions for analy sis.        ex pect y our audience to hav e?
                                                                                                                                                                                                                                                                W h at negativ e elem ents of y our
                                                                                                                                                                                                                                                                m essa g e m ust y ou de-em phasize
                                                                                                                                                                                                                                                                or ov ercom e?
                                                                                                                                                                                                                                                                6 . W h a t a spects of the total
                                                                                                                                                                                                                                                                sit uation m ay affect audience
                                                                                                                                                                                                                                                                r espon se? The econom y ? The tim e
                                                                                                                                                                                                                                                                of y ea r ? Morale in the
                                                                                                                                                                                                                                                                or g a n ization? The relationship
                                                                                                                                                                                                                                                                bet ween the audience and the
                                                                                                                                                                                                                                                                com m unicator? Any special
                                                                                                                                                                                                                                                                circum stances?
                                                                                                                                                                                                                                                          1 . Pu t g ood news first.
                                                                                                                                                                                                                                                          2 . In general, put the m ain point or
                                                                                                                                                                                                                                                          qu est ion fir st. In the subject line or
                                                                                                                                                                                                              Or g a n ize y our inform ation to fit
                                                                                                                                                                                                                                                          first paragraph, m ake it clear that
                                                                                                                                                                                                              y ou r a u diences, y our purposes,
                                                                                                                                                                                                                                                          y ou 'r e writing about som ething
                                                                                                                                                                                                              a n d the context.
                                                                                                                                                                                                                                                          t hat is im portant to the reader.
                                                                                                                                                                                                                                                          3 . Disregard point 2 and apprach
                                                                                                                                                                                                                                                          t he subject indirectly when y ou
                                                                                                                                                                                                                                                          m u st persuade a reluctant
                                                                                                                                                                                                                                                          a u dience.
                                                                                                                              How to Solve Business                                                                                                              Use su bject lines to orient the
                                                                                                                              Communications Problems                                                                                                            r eader quickly .
                                                                                                                                                                                                                                                                 Use h ea ding to group related ideas.
                                                                                                                                                                                                                                                                 Use list s a n d in dented sections to
                                                                                                                                                                 Pr ocess t o cr eate good m essages.
                                                                                                                                                                                                                                                                 em ph a size subpoints and
                                                                                                                                                                                                              Make y our docum ent v isually inv iting.          ex a m ples.
                                                                                                                                                                                                                                                                 Nu m ber points that m ust be
                                                                                                                                                                                                                                                                 follow ed in sequence.
                                                                                                                                                                                                                                                                 Use sh or t paragraphs--usually six
                                                                                                                                                                                                                                                                 t y ped lines or fewer.
                                                                                                                                                                                                                 Sometimes you must mention
                                                                                                                                                                                                                 limitations, drawbacks, or other
                                                                                                                                                                                                                 negative elements, but don't
                                                                                                                                                                                                                 dwell on them. People will
                                                                                                                                                                                                                 respond better to you and your
                                                                                                                                                                                                                 organization if you seem
                                                                                                                                                                                                                 confident. Expect success, not
                                                                                                                                                                                                                 failure. If you don't believe that
                                                                                                                                                                                                                 what you're writing about is a
                                                                                                                                                                                                                 good idea, why should they?

                                                                                                                                                                                                                                                        Em ph a size the positiv e when y ou
                                                                                                                                                                                                                                                        pu t positiv e inform ation first, giv e
                                                                                                                                                                                                                                                        it m or e space, or set it off v isually
                                                                                                                                                                                                                                                        in a n indented list.
                                                                                                                                                                                                              Rev ise y our draft to create a           Em ph a size the positiv e when y ou
                                                                                                                                                                                                              fr ien dly , businesslike, positiv e      elim inate negativ e words
                                                                                                                                                                                                              st y le                                   w h en ev er possible.
                                                                                                                                                                                                                                                        Em ph a size the positiv e when y ou
                                                                                                                                                                                                                                                        focu s on w h a t is possible, not what
                                                                                                                                                                                                                                                        is im possible.
                                                                                                                                                                                                                                                               Bu sin ess people care about
                                                                                                                                                                                                                                                               cor rectness in spelling, gram m ar,
                                                                                                                                                                                                              Edit y our draft for standard                    a nd punctuation.
                                                                                                                                                                                                              spelling, punctuation, and
                                                                                                                                                                                                              g r am m ar; double-check nam es and             A lw ay s proofread y our docum ent
                                                                                                                                                                                                              n um bers.                                       befor e y ou send it out.
                                                                                                                                                                                                                                                               Dou ble-check the reader's nam e,
                                                                                                                                                                                                                                                               any num bers, and the first and last
                                                                                                                                                                                                                                                               paragraphs.

                                                                                                                                                                                                                   A solution to a business
                                                                                                                                                                                                                                                          Ev a lu a t e t he feedback or response.
                                                                                                                                                                                                                   communication problem must             "Did y ou get what y ou wanted,
                                                                                                                                                                                                                   both solve the organization's          w h en y ou wanted it?" If the
                                                                                                                                                                                                                   problem and meet the needs of
                                                                                                                                                                                                                   the writer or speaker, the
                                                                                                                                                                                                                                                          a n sw er is no, the the m essage has
                                                                                                                                                                                                                   organization, and the audience.        fa iled.
                                                                                                                                                                                                              Use t h e r esponse y ou get to plan        A n a ly ze y our successes, too.You
                                                                                                                                                                                                              fu t ure m essages.                         want to know why y our m essage
                                                                                                                                                                                                                                                          w or ked. If y ou can find what it is,
                                                                                                                                                                                                                                                          y ou 'll be m ore successful m ore
                                                                                                                                                                                                                                                          oft en.




Business Communication Management and Success.mmap - 6/24/2010 - Mindjet
                                                                                                    About




                                                                                                                                                                                                                                                Inform, you explain something or
                                                                                                                                                                                                                                                tell readers something.
                                                                                                                                                                                                                                                Request or Persuade, you want
                                                                                                                                                                                                          All documents have one or more of
                                                                                                                                                                                                                                                the reader to act. Request suggests
                                                                                                                                                                                                          the three basic purposes of
                                                                                                                                                                                                                                                that the action will be easy or
                                                                                                                                                                                                          organization writing: to inform, to
                                                                                                                                                                                                                                                routine; persuade suggests that
                                                                                                                                                                                                          request or persuade, and to build
    Planning, Proposing, and Researching Reports                                                                                                                                                                                                you will have to motivate and
                                                                                                                                                                                                          goodwill.
        Analyzing Information and Writing Reports         Part 5. Reports                                                                                                                                                                       convince the reader to act.
                        Making Oral Presentations                                                  We must ask ourselves                                                                                                                        Build Goodwill, you create a
                                                                                                                                                                       Communicating on the Job
                                                                                                   not what we want, but                                                                                                                        good image of yourself and of your
                                                                                                                                       Business Communication,                                                                                  organization-the kind of image
                                                                                                   what they want. -John H.            Management, and Success
                                                                                                   Johnson                                                                                                                                      that makes people want to do
                                                                             Business and                                                                                                                                                       business with you.
                                                                            Administrative    Part 1. The Building Blocks of
          Communicating Across Cultures             Part 4. Interpersonal   Communication     Effective Messages                                                       Costs of Poor Communication
            Working and Writing in Groups           Communication            Eighth Edition                                                                            Benefits of Improving Communication.

                                                                            Book Summary                                                                               Criteria for Effective Messages.
                                                                                                                                                                          Understanding and Analyzing
                                                                                                                                                                          Business Communication Situations
                                                                                                                                                                          How to Solve Business
      Informative and Positive Messages                                                                                                                                   Communications Problems
                     Negative Messages
                                              Part 3. Basic Business                                                                   Adapting Your Message to Your Audience
                                              Messages
        Persuasive and Sales Messages                                                                                                  Building Goodwill
                                                                                                                                       Making Your Writing Easy to Read
                                                                                                                                       Planning, Composing, and Revising
                                                                                                                                       Designing Documents, Data Displays, and Visuals




                                                                                                                      Resumes
                                                                                                                      Job Application Letters
                                                                                              Part 2. Job Hunting
                                                                                                                      Job Interviews, Follow-Up Messages,
                                                                                                                      Job Offers, and First Jobs




Business and Administrative Communication.mmap - 6/24/2010 - Johan DHaeseleer
                                                                                                    About




                                                                                                                                                                       Communicating on the Job
                                                                                                                                                                                                          Wasted Time: Bad writing takes
                                                                                                                                                                                                          longer to read as we struggle to
                                                                                                                                                                                                          understand what we’re reading.
                                                                                                                                                                                                                                             A receiver who has to guess what
                                                                                                                                                                                                                                             the sender means may guess
                                                                                                                                                                                                                                             wrong.
                                                                                                                                                                                                          Wasted Efforts: Ineffective        A reader who finds a letter or
                                                                                                                                                                                                          messages don’t get results.        memo unconvincing or insulting
                                                                                                                                                                                                                                             simply won’t do what the message
                                                                                                                                                                                                                                             asks.
                                                                                                                                                                                                                                                  The language is stiff and legalistic
                                                                                                                                                                                                                                                  (using words that come across
                                                                                                                                                                                                                                                  sexist or are obsolete, such as
                                                                                                                                                                                                                                                  “Gentlemen,” “Please be advised,”
                                                                                                                                                                                                                                                  “herein,” and “expedite).
    Planning, Proposing, and Researching Reports                                                                                                                                                                                                  The tone is selfish (written from
                                                                                                                                                                                                                                                  the writer’s point of view, lots of
        Analyzing Information and Writing Reports         Part 5. Reports                                                                                                                                                                         “us,” “we,” “I,” “me,” “our”).
                       Making Oral Presentations                                                   We must ask ourselves
                                                                                                   not what we want, but                                               Costs of Poor Communication                                                The main point is buried (lost
                                                                                                                                                                                                          Lost Goodwill: Part of building a
                                                                                                   what they want. -John H.
                                                                                                                                       Business Communication,                                                                                    somewhere in the middle is the
                                                                                                                                       Management, and Success                                            good image is taking the time to
                                                                                                   Johnson                                                                                                                                        least emphatic part of a
                                                                                                                                                                                                          write correctly.
                                                                             Business and                                                                                                                                                         paragraph).
                                                                            Administrative    Part 1. The Building Blocks of                                                                                                                      The request is vague (what exactly
          Communicating Across Cultures             Part 4. Interpersonal   Communication     Effective Messages                                                                                                                                  are you asking for in order to
            Working and Writing in Groups           Communication            Eighth Edition                                                                                                                                                       resolve and process your request?).
                                                                            Book Summary                                                                                                                                                          Words are misused and can make
                                                                                                                                                                                                                                                  the write appear ignorant or
                                                                                                                                                                                                                                                  sloppy.
                                                                                                                                                                                                          Legal Problems. Careful writers
      Informative and Positive Messages                                                                                                                                                                   and speakers think about the
                     Negative Messages
                                              Part 3. Basic Business                                                                                                                                      larger social context in which their
                                              Messages                                                                                                                                                    words may appear. What might
        Persuasive and Sales Messages                                                                                                                                                                     those words mean to other people
                                                                                                                                                                                                          in the field? What might they
                                                                                                                                                                                                          mean to a judge and jury?
                                                                                                                                                                       Benefits of Improving Communication.
                                                                                                                                                                       Criteria for Effective Messages.
                                                                                                                                                                          Understanding and Analyzing
                                                                                                                                                                          Business Communication Situations
                                                                                                                                                                          How to Solve Business
                                                                                                                                                                          Communications Problems
                                                                                                                                       Adapting Your Message to Your Audience
                                                                                                                                       Building Goodwill
                                                                                                                                       Making Your Writing Easy to Read
                                                                                                                                       Planning, Composing, and Revising
                                                                                                                                       Designing Documents, Data Displays, and Visuals




                                                                                                                      Resumes
                                                                                                                      Job Application Letters
                                                                                              Part 2. Job Hunting
                                                                                                                      Job Interviews, Follow-Up Messages,
                                                                                                                      Job Offers, and First Jobs




Business and Administrative Communication.mmap - 6/24/2010 - Johan DHaeseleer
                                                                                                     About




                                                                                                                                                                            Communicating on the Job
                                                                                                                                                                            Costs of Poor Communication
                                                                                                                                                                                                                   Save time. Eliminate time to
                                                                                                                                                                                                                   rewrite badly written material.
                                                                                                                                                                                                                   Reduce the time taken asking,
                                                                                                                                                                                                                   “What did you mean?”
                                                                                                                                                                                                                   Make your efforts more
                                                                                                                                                                                                                   effective. Increases the number
     Planning, Proposing, and Researching Reports                                                                                                                                                                  of positive and prompt responses.
         Analyzing Information and Writing Reports         Part 5. Reports                                                                                                                                         Communicate your points
                         Making Oral Presentations                                                  We must ask ourselves                                                                                          more clearly. Make the issues
                                                                                                    not what we want, but                                                                                          clear, to reduce the
                                                                                                                                          Business Communication,
                                                                                                    what they want. -John H.              Management, and Success                                                  misunderstanding that occur when
                                                                                                                                                                            Benefits of Improving Communication.
                                                                                                    Johnson                                                                                                        the audience has to supply missing
                                                                              Business and                                                                                                                         or unclear information.
                                                                             Administrative    Part 1. The Building Blocks of
           Communicating Across Cultures             Part 4. Interpersonal   Communication     Effective Messages                                                                                                  Build goodwill. Build a positive
                                                     Communication            Eighth Edition                                                                                                                       image of your organization and an
             Working and Writing in Groups
                                                                                                                                                                                                                   image of yourself as
                                                                             Book Summary                                                                                                                          knowledgeable, intelligent, and
                                                                                                                                                                                                                   capable
                                                                                                                                                                            Criteria for Effective Messages.
                                                                                                                                                                            Understanding and Analyzing
       Informative and Positive Messages                                                                                                                                    Business Communication Situations
                                                Part 3. Basic Business
                      Negative Messages                                                                                                                                     How to Solve Business
                                                Messages
         Persuasive and Sales Messages                                                                                                                                      Communications Problems
                                                                                                                                         Adapting Your Message to Your Audience
                                                                                                                                         Building Goodwill
                                                                                                                                         Making Your Writing Easy to Read
                                                                                                                                         Planning, Composing, and Revising
                                                                                                                                         Designing Documents, Data Displays, and Visuals




                                                                                                                        Resumes
                                                                                                                        Job Application Letters
                                                                                               Part 2. Job Hunting
                                                                                                                        Job Interviews, Follow-Up Messages,
                                                                                                                        Job Offers, and First Jobs




Business and Administrative Communication.mmap - 6/24/2010 - Johan DHaeseleer
                                                                                               About




                                                                                                                                                                Communicating on the Job
                                                                                                                                                                Costs of Poor Communication
                                                                                                                                                                Benefits of Improving Communication.
                                                                                                                                                                                                   It’s clear. The meaning the
                                                                                                                                                                                                   audience gets is the meaning the
                                                                                                                                                                                                   communicator intended. The
                                                                                                                                                                                                   audience doesn’t have to guess.
                                                                                                                                                                                                   It’s complete. All of the
                                                                                                                                                                                                   audience questions are answered.
                                                                                                                                                                                                   The audience has enough
                                                                                                                                                                                                   information to evaluate the
                                                                                                                                                                                                   message and act on it.
     Planning, Proposing, and Researching Reports                                                                                                                                                  It’s correct. All of the
                                                                                                                                                                                                   information in the message is
         Analyzing Information and Writing Reports    Part 5. Reports
                                                                                                                                                                                                   accurate. The message is free from
                        Making Oral Presentations                                             We must ask ourselves                                                                                errors in spelling, grammar, word
                                                                                              not what we want, but                                                                                order, and sentence structure.
                                                                                                                                  Business Communication,
                                                                                              what they want. -John H.            Management, and Success
                                                                                              Johnson                                                                                              It saves the receiver’s time.
                                                                         Business and                                                                           Criteria for Effective Messages.   The style, organization, and visual
                                                                        Administrative   Part 1. The Building Blocks of                                                                            or aural impact of the message
           Communicating Across Cultures        Part 4. Interpersonal   Communication    Effective Messages                                                                                        help the receiver read, understand,
            Working and Writing in Groups       Communication           Eighth Edition                                                                                                             and act on the information as
                                                                                                                                                                                                   quickly as possible.
                                                                        Book Summary                                                                                                               It builds goodwill. The message
                                                                                                                                                                                                   presents a positive image of the
                                                                                                                                                                                                   communicator and his or her
                                                                                                                                                                                                   organization. It treats the receiver
       Informative and Positive Messages                                                                                                                                                           as a person, not a number. It
                                              Part 3. Basic Business                                                                                                                               cements a good relationship
                     Negative Messages
                                              Messages                                                                                                                                             between the communicator and
         Persuasive and Sales Messages
                                                                                                                                                                                                   the receiver.
                                                                                                                                                                Understanding and Analyzing
                                                                                                                                                                Business Communication Situations
                                                                                                                                                                How to Solve Business
                                                                                                                                                                Communications Problems
                                                                                                                                 Adapting Your Message to Your Audience
                                                                                                                                 Building Goodwill
                                                                                                                                 Making Your Writing Easy to Read
                                                                                                                                 Planning, Composing, and Revising
                                                                                                                                 Designing Documents, Data Displays, and Visuals




                                                                                                                 Resumes
                                                                                                                 Job Application Letters
                                                                                         Part 2. Job Hunting
                                                                                                                  Job Interviews, Follow-Up Messages,
                                                                                                                  Job Offers, and First Jobs




Business and Administrative Communication.mmap - 6/24/2010 - Johan DHaeseleer
                                                                                                     About




                                                                                                                                                                           Communicating on the Job
                                                                                                                                                                           Costs of Poor Communication
                                                                                                                                                                           Benefits of Improving Communication.
                                                                                                                                                                           Criteria for Effective Messages.
                                                                                                                                                                                                                  What's at stake--to whom?
     Planning, Proposing, and Researching Reports                                                                                                                                                                 Should you send a message?
         Analyzing Information and Writing Reports         Part 5. Reports                                                                                                                                                                       Paper Documents
                         Making Oral Presentations                                                  We must ask ourselves                                                                                                                        Presentation
                                                                                                    not what we want, but                                                                                                                        Email
                                                                                                                                        Business Communication,
                                                                                                    what they want. -John H.            Management, and Success                                                                                  Phone Call
                                                                                                    Johnson
                                                                                                                                                                           Understanding and Analyzing            What channel should you use?   In Person
                                                                              Business and
                                                                                                                                                                           Business Communication Situations
                                                                             Administrative    Part 1. The Building Blocks of                                                                                                                    Meetings
           Communicating Across Cultures             Part 4. Interpersonal   Communication     Effective Messages                                                                                                                                Reports
             Working and Writing in Groups           Communication            Eighth Edition                                                                                                                                                     Memos
                                                                                                                                                                                                                                                 Bulletins
                                                                             Book Summary
                                                                                                                                                                                                                  What should you say?
                                                                                                                                                                                                                  How should you say it?
                                                                                                                                                                           How to Solve Business
       Informative and Positive Messages                                                                                                                                   Communications Problems
                      Negative Messages
                                               Part 3. Basic Business
                                                                                                                                        Adapting Your Message to Your Audience
                                               Messages
         Persuasive and Sales Messages                                                                                                  Building Goodwill
                                                                                                                                        Making Your Writing Easy to Read
                                                                                                                                        Planning, Composing, and Revising
                                                                                                                                        Designing Documents, Data Displays, and Visuals




                                                                                                                       Resumes
                                                                                                                       Job Application Letters
                                                                                               Part 2. Job Hunting
                                                                                                                        Job Interviews, Follow-Up Messages,
                                                                                                                        Job Offers, and First Jobs




Business and Administrative Communication.mmap - 6/24/2010 - Johan DHaeseleer
                                                                                                        About




                                                                                                                                                                              Communicating on the Job

                                                                                                                                                                              Costs of Poor Communication
                                                                                                                                                                              Benefits of Improving Communication.

                                                                                                                                                                              Criteria for Effective Messages.
                                                                                                                                                                              Understanding and Analyzing
                                                                                                                                                                              Business Communication Situations

                                                                                                                                                                                                                 Gather knowledge.
                                                                                                                                                                                                                 Us the six questions for analysis to
                                                                                                                                                                                                                 analyze your audience, your
                                                                                                                                                                                                                 purposes, and the situation.
                                                                                                                                                                                                                 Brainstorm solutions.
                                                                                                                                                                                                                 If you want to add or change
                                                                                                                                                                                                                 information, get permission first.
                                                                                                                                                                                                                                                                                                 1. What is (are) your audience(s)?
                                                                                                                                                                                                                                                                                                 What audience characteristics are
                                                                                                                                                                                                                                                                                                 relevant for this particular
                                                                                                                                                                                                                                                                                                 message? If you are writing or
                                                                                                                                                                                                                                                                                                 speaking to more than one person,
                                                                                                                                                                                                                                                                                                 how do the people in your
                                                                                                                                                                                                                                                                                                 audience differ?
                                                                                                                                                                                                                                                                                                 2. What are your purposes in
                                                                                                                                                                                                                                                                                                 communicating?
                                                                                                                                                                                                                                                                                                 3. What information must your
                                                                                                                                                                                                                                                                                                 message include?
                                                                                                                                                                                                                                                                                                 4. How can you build support for
                                                                                                                                                                                                                                                                                                 your position? What reasons or
                                                                                                                                                                                                                                                                                                 audience benefits will your
                                                                                                                                                                                                                                                                                                 audience find convincing?
         Planning, Proposing, and Researching Reports                                                                                                                                                                                                                                            5. What objection(s) can you
                                                                                                                                                                                                                                                        Answer the six questions for analysis.   expect your audience to have?
             Analyzing Information and Writing Reports         Part 5. Reports                                                                                                                                                                                                                   What negative elements of your
                             Making Oral Presentations                                                 We must ask ourselves                                                                                                                                                                     message must you de-emphasize
                                                                                                       not what we want, but                                                                                                                                                                     or overcome?
                                                                                                                                            Business Communication,
                                                                                                       what they want. -John H.             Management, and Success                                                                                                                              6. What aspects of the total
                                                                                                       Johnson
                                                                                  Business and                                                                                                                                                                                                   situation may affect audience
                                                                                 Administrative   Part 1. The Building Blocks of                                                                                                                                                                 response? The economy? The time
               Communicating Across Cultures             Part 4. Interpersonal   Communication    Effective Messages                                                          How to Solve Business                                                                                              of year? Morale in the
                 Working and Writing in Groups           Communication           Eighth Edition                                                                               Communications Problems                                                                                            organization? The relationship
                                                                                                                                                                                                                                                                                                 between the audience and the
                                                                                 Book Summary                                                                                                                                                                                                    communicator? Any special
                                                                                                                                                                                                                                                                                                 circumstances?
                                                                                                                                                                                                                 Process to create good messages.
                                                                                                                                                                                                                                                        Organize your information to fit
                                                                                                                                                                                                                                                        your audiences, your purposes,
           Informative and Positive Messages                                                                                                                                                                                                            and the context.
                          Negative Messages
                                                    Part 3. Basic Business
                                                    Messages                                                                                                                                                                                            Make your document visually inviting.
             Persuasive and Sales Messages
                                                                                                                                                                                                                                                           Sometimes you must mention
                                                                                                                                                                                                                                                           limitations, drawbacks, or other
                                                                                                                                                                                                                                                           negative elements, but don't
                                                                                                                                                                                                                                                           dwell on them. People will
                                                                                                                                                                                                                                                           respond better to you and your
                                                                                                                                                                                                                                                           organization if you seem
                                                                                                                                                                                                                                                           confident. Expect success, not
                                                                                                                                                                                                                                                           failure. If you don't believe that
                                                                                                                                                                                                                                                           what you're writing about is a
                                                                                                                                                                                                                                                           good idea, why should they?

                                                                                                                                                                                                                                                        Revise your draft to create a
                                                                                                                                                                                                                                                        friendly, businesslike, positive
                                                                                                                                                                                                                                                        style
                                                                                                                                                                                                                                                        Edit your draft for standard
                                                                                                                                                                                                                                                        spelling, punctuation, and
                                                                                                                                                                                                                                                        grammar; double-check names and
                                                                                                                                                                                                                                                        numbers.
                                                                                                                                                                                                                                                            A solution to a business
                                                                                                                                                                                                                                                            communication problem must
                                                                                                                                                                                                                                                            both solve the organization's
                                                                                                                                                                                                                                                            problem and meet the needs of
                                                                                                                                                                                                                                                            the writer or speaker, the
                                                                                                                                                                                                                                                            organization, and the audience.

                                                                                                                                                                                                                                                        Use the response you get to plan
                                                                                                                                                                                                                                                        future messages.
                                                                                                                                           Adapting Your Message to Your Audience
                                                                                                                                           Building Goodwill

                                                                                                                                           Making Your Writing Easy to Read

                                                                                                                                           Planning, Composing, and Revising
                                                                                                                                           Designing Documents, Data Displays, and Visuals




                                                                                                                          Resumes

                                                                                                                          Job Application Letters
                                                                                                  Part 2. Job Hunting
                                                                                                                          Job Interviews, Follow-Up Messages,
                                                                                                                          Job Offers, and First Jobs




Business and Administrative Communication.mmap - 6/24/2010 - Johan DHaeseleer

				
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Description: Business and Administrative Communication document sample