Business and Administrative Communication
Chapters 7 -15
MGM 2101/3111Distance Learning Program
Faculty of Economics and ManagementUniversiti Putra Malaysia
Unit 7 Direct Approach Messages
Begin with your request Provide information or details of the
request Close with a positive note
e.g. refund
Unit 8 Negative Messages
2 approaches :
(a) Indirect
Buffer (pemampan) Reason Negative news Close
Buffer
Appreciation Agreement Facts
Unit 8 continued
(b) Direct
Something overlooked Company policy Receiver’s request Requires firmness e.g. final reminder on loan
Unit 9 Persuasive message
Purpose:
Adoption (mengguna-pakai) Continuance (meneruskan) Discontinuance (tidak meneruskan) Deterrence (mencegah)
Unit 9 continued
Techniques:
Reasoning Using credibility Through emotions
Unit 10 Documents
Document materials – paper, envelope
Document format
Unit 10 continued
LETTER format:
Block Modified block AMS simplified
Unit 10 continued
Letterhead Date Receiver’s address Salutation Subject line Signature Typed name
Unit 10 continued
MEMO
Date To From Subject line
Unit 11 Reports
(i) Parts of a report:
Preliminary Body Conclusion
Unit 11 continued
Writing a report:
Convincing Effective Coherence
Unit 12 Visual Aids
Function Purpose of use Types of graphics in visual aids:- Data in text- Data in chart : graphs, table
Unit 12 continued
Other visuals
- maps
- pictures
Unit 12 continued
Effective visuals:
Simple content and design Consistent Color Border
Unit 13 Oral Presentation
Preparation Practice Delivery
Unit 13 continued
Preparation:
Know your purpose Analyze your audience Organize your materials
Unit 13 continued
Practice:
Confidence Frequency Feedback Fillers
Unit 13 continued
Delivery
Before During After
Unit 15 Job Application
Preparation – know yourself, job market,
recruitment process Resume - content, types Application letter – solicited, unsolicited