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Chapter 08
1.
CHAPTER
8 SLIDE 1 CHAPTER 8 Written Communication 1 Effective Written Communication 2 Writing Effective Messages 3 Guides for E-Mail, Letters, Memos, and Reports © 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
2.
CHAPTER
8 “C” Characteristics of SLIDE 2 Effective Communication Complete Clear Correct Concise AVAVA/Shutterstock.com Courteous Considerate © 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
3.
CHAPTER
8 SLIDE 3 The W Questions Why is the message being written? What information is needed? Who needs to receive the message? When is the action taking place? Where is the action taking place? © 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
4.
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8 SLIDE 4 Checklist for Conciseness Short sentences and paragraphs Simple, easy-to-understand words Bulleted and numbered lists Avoidance of ● Unnecessary repetition ● Excessive information ● Wordy phrases © 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
5.
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8 SLIDE 5 Writing Effective Messages Determine the goal or purpose. Analyze the reader/audience. Consider the tone. Gather the appropriate information. Organize the content. Compose and edit the document. Prepare the final document. © 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
6.
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8 SLIDE 6 Determine the Goal or Purpose What is my purpose in writing? What do I hope to accomplish? You may want to ● Inform the reader ● Provide information ● Establish a record of facts ● Promote goodwill ● Persuade the reader to take or forego an action © 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
7.
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8 SLIDE 7 Analyze the Reader/Audience Identify needs and interests. Write to address them. Consider level of formality and language. ● General audience ● Professional audience ● International audience © 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
8.
CHAPTER
8 SLIDE 8 Consider the Tone and Gather Information The you approach Sources of information ● The organization’s files ● Employer or colleagues ● The Internet, periodicals, or books © 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
9.
CHAPTER
8 SLIDE 9 Organize the Content Read through your notes and group like ideas together. Choose an approach. ● Direct—good news or routine request ● Indirect—negative news ● Persuasive—convince or convert negative or indifferent readers Choose the message format. © 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
10.
CHAPTER
8 SLIDE 10 Compose the Document Write everything you want to say in rough- draft form. Do not spend time agonizing over each word and punctuation mark. Typical business message structure ● Opening paragraph ● Developmental paragraphs ● Closing paragraph © 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
11.
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8 SLIDE 11 Edit the Document Keep the “C” characteristics in mind. Check paragraphs for ● Unity ● Coherence ● Parallel structure Eliminate the passive voice. © 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
12.
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8 SLIDE 12 E-Mail Guidelines Be appropriately formal. Write a descriptive subject line. Limit your message to one screen. Edit and proofread carefully. Include your name and title (if appropriate). Be wary of humor or sarcasm. © 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
13.
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8 SLIDE 13 E-Mail © 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
14.
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8 SLIDE 14 E-Mail Ethics Do not send personal e-mail. Be professional toward others. Do not forward ● Junk mail or chain letters ● Messages without the senders’ permission Do not include personal information. © 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
15.
CHAPTER
8 SLIDE 15 Memorandum Guidelines Use a memorandum ● For longer messages ● When a signature is needed ● For confidential or sensitive messages Slightly more formal than e-mail but less formal than letters © 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
16.
CHAPTER
8 SLIDE 16 Memorandum © 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
17.
CHAPTER
8 SLIDE 17 Letter Guidelines Represent the company to the public More formal than e-mail and memos Preferred for current and prospective clients and customers May use ● Block or modified block style ● Open or mixed punctuation © 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
18.
CHAPTER
8 SLIDE 18 Letter Using Direct Approach © 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
19.
CHAPTER
8 SLIDE 19 Letter Using Indirect Approach © 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
20.
CHAPTER
8 SLIDE 20 Letter Using Persuasive Approach © 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
21.
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8 SLIDE 21 Guidelines for Reports Purpose of business reports ● Provide information ● Describe a problem and suggest a solution Informal or formal ● Informal: progress reports, monthly sales reports, team or task force reports ● Formal: business proposals or research reports © 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
22.
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8 SLIDE 22 Guidelines for Reports Conducting research ● Primary research ● Secondary research Evaluating information Documenting sources Diego Cervo/Shutterstock.com © 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
23.
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8 SLIDE 23 Informal Reports May have only one or two parts ● Executive summary (sometimes) Background Major findings Recommendations ● Body Or may be formatted as a memo © 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
24.
CHAPTER
8 SLIDE 24 Formal Reports Usually contain several parts ● Executive summary ● Title page ● Table of contents ● Body ● Bibliography or references section ● One or more appendices Typically formatted in manuscript style © 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
25.
CHAPTER
8 SLIDE 25 Tables and Graphics © 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
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