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