Slide 1: Written Communication Slide 2: The world of business is replete with various types of written communication.
Ay type of organization obvious some written communication is required it may be hand written, typewritten or printed.
Written communication has several forms like business letters cyclostyled massages, printed pamphlets and broachers.
Any such written communication has certain clear advantages as below.
Written communication can be well organized to convey the precise message.
Written communication can be effective as a stand alone medium
Written communication can be targeted to reach specific individuals, sections. Slide 3: Written communication can be sent in a language that the receiver can be read and understand.
Written communication can be erased, revised and re-written.
Written communication can be stored, reproduced.
Written communication ,organized properly can be cost effective.
Written communication , very importantly creates records and reference sources. Process of preparing Effective Business Massages : Process of preparing Effective Business Massages Whether you are preparing a written or an oral business message, to be effective you need to plan, organize, draft, revise, edit and proofread steps should be taken in process.
Even with the most advanced office technology, the need for careful preparation of either written or oral messages demands effort.
To communicate effectively consider the following steps
Identify your purpose
Analyze your audience
Choose your ideas
Collect data to support your ideas
Organize your messages Slide 5: 1) Identify your purpose :-
The objective of your message is almost always twofold, the reason for the message itself and the creation of goodwill you have to observe that your message is just an informational, invitational, negotiator, ordered, request …etc what ever the message it must have an underlying “ relational “ purpose to create goodwill.
2) Analyze your audience :-
See your message from your receiver’s point of view their needs, interests, attitudes, even their culture.
If you are acquainted (familiar) with your readers or listeners, you can actually visualize individuals.
Much of your written message will be directed to people you have never met.
When communicating for the first time with a foreign company or Government, you cannot be too cautious.
Take care even with the solution of the letter, paying attention to the proper placement of first & last names and correct titles. Slide 6: Consider your message & decide whether your readers or listeners are informed or uninformed on the subject & & whether they will react positively or negatively ,with interest disinterest.
3) Choose your Ideas :-
The ideas you include depend on the type of message you are sending , the situation, & the cultural context.
If you are answering a letter a, underline the main points to discuss & join your ideas in the margin.
If you are writing an unsolicited (spontaneous) or a computer message, choose the best ideas whether by listing or brainstorming.
4) Collect your Data :
Be sure to collect enough data to support your ideas check names, dates. Addresses, & statistics for precision.
Be sure know your company policies, procedures, product details if your message requires them. Slide 7: 5) Organize your message :
Organize your material before writing your first draft prevent rambling & unclear messages.
Basic Organizational Plans
The choice of organizational plan mainly depends upon the factors like
* who are the listeners ?
* Knowledge about the topic ?
* The kinds of situation dealing with ?
The organizational plans are mainly 4 they are
Direct request plan
Bad- News plan
Persuasive request plan. Slide 8: First two plans are called Direct (Deductive) approach
Last two plans are called Indirect (inductive ) approach
Direct (deductive) approach :
Use the direct approach when the audience receptive to your message.
i.e The listener or reader will have a favorable reaction.
After opening you include all necessary explanatory details in one or several paragraphs and with appropriate, friendly closing.
Use the direct request plan when the main purpose of your message is to make a request that requires less perusal( examination).
Use the good-news plan to grant request, announce favorable or neutral information. Direct request and Good-news plans have 3 basic steps : Direct request and Good-news plans have 3 basic steps Slide 10: Indirect (Inductive ) Approach :
When you expect resistance to your message, choose the indirect approach, such as in a bad-news message or a persuasive request.
Bad-news & persuasive plan take a little longer to present.
Bad-news message is one of the most difficult to prepare because your reader may react negatively.
Some good-news & neutral messages, some cultural communication conventions require an indirect approach
Good-will & reader benefits are essential to these messages. These indirect organizational plans having the following steps : These indirect organizational plans having the following steps Beginnings & Endings : Beginnings & Endings Two of the most important positions in any business messages are the openings and closings.
Place the main favorable ideas at the beginning and ending of a message.
Opening Message :
The opening of a message determines whether the reader continues reading, puts the message aside or discards .
Choose an opening appropriate for the message purpose and for the reader.
Main Idea or good-news first for direct-request, neutral & good-news messages.
Buffer first for bad-news messages.
Attention-getting statements first for persuasive request. Slide 14: Make the opening Considerate, Courteous, Concise, Clear
Get reader into opening
Keep first paragraph relatively short
Focus on the positive
Use courteous, conservational language
Avoid unnecessary repetition
Check for completeness regarding
Date of letter you are answering Slide 15: Closing Messages
Closing should be strong, clear and polite: they should leave a sense of closure and good will with the receiver.
1) Make your action request clear & complete with the five W’s & one H if you want your reader to do something.
2) End on a positive ,Courteous thought
Occasionally add a personal note Slide 16: 3) Keep the last paragraph concise & correct
Avoid trite expressions
Omit discussion of trivial details
Use relatively short and complete sentences
Appearance and Design of Business Messages
Messages in the business world are covey in the following forms
Time saving message media
Reports Slide 17: Business Letters
The medium used often for written messages to persona outside your organization is the business letter.
Your letter's appearance conveys nonverbal impression’s that affect a reader’s attitude even before that person reads the letter.
The many type styles & formats of modern word processing systems and printers can enhance the appearance of your message & create a positive impression.
The elements help produce favorable reactions are
Stationary & Envelops
Quality, Size, color
Envelops Slide 18: Letter head
Modern letter heads usually occupy no more than 2 inches at the top of the page
Which should include The firms name, address, telephone number, fax number, Internet address nature of business, name of the department or branch office.
Optional details, names of officers & directors, trademark, slogan & firms starting date.
2) Quality, Size, color
Good company stationary is most often at lest 25% cotton content paper.
20 pounds weight
White , cream or light gray in color. Slide 19: Envelops
Return address of the senders, often printed like the letter head or if necessary, type written, should be in the upper left corner of the envelop.
It should also include delivery type details such as Registered or Special Delivery , Confidential, Please forward …..etc.
Standard Parts of the letter
Most of the business letters have following parts
Heading , Letterhead
Inside address (courtesy title, name, Executive or professional title)
Salutation (ladies & gentile men, Customer. Manager)
Body (single spaced, 2 spaced between the lines)
Complimentary close (Sincerely, Yours sincerely, Very truly)
Signature area (With pen 2 to 5 lines below the company name)
Reference section (MLO/ mb, Nwh<3> : jr) Slide 20: Heading, Letterhead Inside address Salutation Body Complimentary close Signature area Reference section Date Slide 21: Optional parts of the letter
Attention Line : It is useful when u want to send one message to certain department.
Subject Line : This is useful to your reader at a glance what your letter is about
Enclosure Notation : An enclosure notation is included to remind your reader to check for additional pages of information.
Copy Notation : When persons other than the addressee will receive a copy of your message, you note by writing “C”, “Pc”, “Cc”.
File or A/c number & Mailing Notation :To aid in filling & quick retrieval for both the senders & reader’s company, A mailing notation words such as special delivery, classified…
Postscript :To emphasize a point already in your letter or to include a brief personal message unrelated to the letter, a postscript written added below Slide 22: Letter Styles
Business letters are usually arranged in one of the styles described briefly
Modified-block with paragraph indented
AMS (Administrative Management Society) simplified style