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Transcript of Chapter 08
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© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 8SLIDE 1
1 Effective Written Communication
2 Writing Effective Messages
3 Guides for E-Mail, Letters, Memos, and Reports
8C H A P T E R
Written Communication
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© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 8SLIDE 2“C” Characteristics of
Effective Communication
●Complete
●Clear
●Correct
●Concise
●Courteous
●Considerate AV
AV
A/S
hu
tte
rsto
ck.c
om
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© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 8SLIDE 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?
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© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 8SLIDE 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
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© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 8SLIDE 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.
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© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 8SLIDE 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
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© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 8SLIDE 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
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© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 8SLIDE 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
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© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 8SLIDE 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.
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© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 8SLIDE 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
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© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 8SLIDE 11
Edit the Document
●Keep the “C” characteristics in mind.
●Check paragraphs for ● Unity● Coherence● Parallel structure
●Eliminate the passive voice.
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© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 8SLIDE 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.
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© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 8SLIDE 13
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© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 8SLIDE 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.
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© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 8SLIDE 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
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© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 8SLIDE 16
Memorandum
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© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 8SLIDE 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
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© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 8SLIDE 18
Letter Using Direct Approach
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© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 8SLIDE 19
Letter Using Indirect Approach
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C H A P T E R 8SLIDE 20
Letter Using Persuasive Approach
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© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 8SLIDE 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
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© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 8SLIDE 22
Guidelines for Reports
●Conducting research● Primary research● Secondary research
●Evaluating information
●Documenting sourcesDiego Cervo/Shutterstock.com
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C H A P T E R 8SLIDE 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
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C H A P T E R 8
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
SLIDE 24
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© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 8SLIDE 25
Tables and Graphics