![Practice Question 2
Katy sat down at the office computer to fix the monthly vendor letter and
realized she’d need to start from scratch. The digital file had somehow
been lost (or never saved), and all she has is a paper copy. Working in
Google Docs, where will Katy find the settings that will help her get the line
spacing and indent correct?
a)selecting Format and then choosing the Line Spacing command
b)on the ribbon marked paragraph
c)by using the [enter] key and [spacebar] repeatedly](https://image.slidesharecdn.com/bcommmanagers02-221011082151-6246c36c/85/BCommManagers_02-pptx-51-320.jpg)
BCommManagers_02.pptx
- 1. Business Communication Skills for Managers Module 2: Writing in Business
- 2. Active Listening? Excercise The BIG BANG THEORY: https://youtu.be/3_dAkDsBQyk Dealing with employees: https://youtu.be/2P1zEH2YcY4 Setting up a meeting: https://youtu.be/2P1zEH2YcY4
- 3. What are two keys to success in business communication?
- 4. Writing the Right Message
- 5. Learning Outcomes: Writing the Right Message 2.1 Write a business communication given a specific audience and purpose 2.1.1 Explain the importance of audience to business communication 2.1.2 Discuss the importance of writing a clear and focused message in business 2.1.3 Differentiate between types for writing positive, negative, and persuasive messages
- 6. Audience The purpose of communication is to have the sender’s idea in mind reach the receiver’s mind with identical understanding. Communicating is not as simple and transparent as the image we saw before. Communication is surrounded by potential pitfalls and myriad opportunities for the main point to be lost or altered. Good communicators are mindful of the other potential audiences when they start writing since doing so can help advance the company and advance a career.
- 8. Audience (cont.) Downward and Upward Communication Upward Communication: • initiated by staff and directed at executives • examples: complaint or request Downward Communication: • initiated by executive levels to staff • examples: policy manuals, rules and regulations Horizontal Communication • information from peers to one of similar rank
- 10. Activity In groups of three, come up with a set of guidelines that the manager of an electronics store could give to her section managers when addressing the following problem: The store has unexpectedly run out a heavily discounted “doorbuster” item that has been widely advertised, and there are still customers in line at the front of the store hoping to buy the item. The store manager has to make sure that the section managers are consistent when explaining the situation to the customers. Also, while that news will be delivered verbally, the guidelines to be observed will be written down for future use in similar situations. What is the most effective way to craft the store’s message? How might the verbal message and the written guidelines differ given the audiences in question?
- 11. The Right Message Highlights purpose to narrow and organize communication Creates clear and efficient communication Focuses on positive, negative, and persuasive statements
- 12. The Right Message (cont.) Positive Messages • Routine or good news • Sympathy messages Negative Messages • Bad news- want to avoid quitting • Refusal to provide refund, cancellation of event Persuasive Communications • Need encouragement to act as sender desires • When receiver is reluctant
- 13. Discussion What are some ways to avoid the ping-pong of communication according to the reading?
- 14. Word Choice and Tone
- 15. Learning Outcomes: Word Choices and Tone 2.2 Discuss the impact that word choice and tone can have on a business message 2.2.1 Discuss strategies for creating reader-focused writing 2.2.2 Discuss strategies to avoid language that can confuse or exclude readers 2.2.3 Discuss strategies to avoid language that shows bias against individuals or populations 2.2.4 Discuss strategies to improve concision in writing 2.2.5 Discuss strategies to improve clarity in writing 2.2.6 Evaluate the parallel structure of sentences and passages 2.2.7 Discuss appropriate ways to indicate emphasis in business writing
- 16. Writing for the Reader - Keep in mind that the audience is the receiver of the message - Focus on how as a writer you can best convey message - Remember the You-view concept • Puts the receiver’s needs before sender’s needs • Starts with what receiver needs to know Lets check: https://courses.lumenlearning.com/suny-esc- communicationforprofessionals/chapter/you-positive-approaches/
- 17. Language as an Obstacle Avoid: • Clichés - overused, common sayings make writing boring • Jargon - “technical terminology or characteristic idiom of a special activity or group” - can alienate audience, leading to disengagement • Slang - informal and less credible • Euphemisms/Doublespeak - addresses unpleasant topics in a polite way, disguises actual meaning
- 18. • Clichés
- 19. • Jargon • Slang
- 21. Bias-Free Writing Gender Bias: • use both genders • keep in mind gendered pronouns • use singular they Race and Ethnicity Bias: As a general rule in a business setting, do not mention a person’s race or ethnicity unless it is directly relevant to the situation. Disability Bias: avoid labeled nouns
- 22. Avoiding Gender Bias Gendered Nouns Gendered Pronouns
- 23. Avoid Race/Ethnicity/Disability Bias As a general rule in a business setting, do not mention a person’s race or ethnicity unless it is directly relevant to the situation. Avoid Disability Bias
- 24. Concise Writing Sentence Length: one subject, one verb phrase - related to reader comprehension Expressing ideas accurately • prepositions - avoid “with” or “of” • use verbs - more engaging • reduce extra words - detract from meaning • avoid repetition
- 25. Concise Writing (cont.) Avoid Passive Voice - makes writing flat, note the use of “to be” verbs • “She was falling” versus “she fell” How to identify passive voice • Something is happening • Subject is not doing that thing
- 26. Clarity Precision: try to be clear and specific Plain Words: focus should be on reader understanding Lists: draw attention, add white space, emphasis
- 27. Clarity in writing Precision Plain words
- 28. Clarity in writing Use of Lists
- 29. Parallel Construction Messages are easier to absorb for the reader Improves writing style • Here is a positive example: “Yara loves running, swimming, and hiking” • Here is an example of what not to do: “Yara loves running, to swim, and biking”
- 30. Examples
- 31. Examples
- 32. Emphasis Helps readers easily access intended message What is appropriate differs in the age of texting & social media Remember that business communications are a part of a professional setting. While humans write the communications, the situation remains one company communicating to another or to a customer.
- 33. Examples
- 34. Practice Question 1 Despite a high volume of foot traffic at the car dealership’s 4th of July sale, the opportunity for increased sales was lost and somebody really dropped the ball. How could the statement be revised so as to be more effective?
- 36. Learning Outcomes: Three-Part Writing Process 2.3 Identify the three parts of the writing process 2.3.1 Discuss the importance of the planning stage in the writing process 2.3.2 Write a business message based on an outline using the appropriate components of a business message 2.3.3 Revise a business message for tone, message, and correctness
- 38. Planning Business Messages Take a great deal of analysis Determines how receiver likely feels about communication Enables writer to document process Use pre-writing, such as an outline which can guide you towards a particular goal
- 39. Planning Business Messages (cont.) Messages contain: • News states point • Reasons supports news • Goodwill and action should appear in your closing paragraph • Buffer negative & persuasive messages
- 40. Planning Business Messages (cont. II) Persuasive Messages • Determines how likely receiver is going to comply with sender Organized by AIDA • (Awareness, Interest, Desire, Action) Opens with positive or negative message • should be attention grabbing • discuss details
- 41. Writing Business Messages Post planning: need to craft words and phrasing Must have writing skills • subject lines • constructing buffers • negative words and tone • You-View How to write persuasive, positive, and negative messages
- 42. Revising Business Messages Rearrangement and fine tuning of a draft is a highly critical step Use the two-step revision process Proofread - avoid fragments, run-ons
- 44. Learning Outcomes: Word Processing Software 2.4 Use common word processing software to write business messages 2.4.1 Discuss common guidelines to create a professionally formatted document 2.4.2 Use Microsoft Word to create a visually appealing and accessible document 2.4.3 Use Google Docs to create a visually appealing and accessible document
- 45. Formatting Business Writing General format: • Non-indented paragraphs • 1.0 line spacing in paragraph • 2.0 line spacing between paragraphs • Left margin: straight line • Right margin: ragged or straight • Font size: 10 or 12
- 46. Formatting Business Writing (cont.) Business letter format: • Sender's address, date, inside address, salutation, body, closing, attachments Business Memo & Email Format • Pay close attention to subject line • Write a direct first sentence
- 47. Formatting Business Writing (cont. II) Style: • White space between words, paragraphs • Lists: easy-to-understand pattern • Headings: guide/provide messages • Font: Serif vs. Sans Serif • print Media vs. Digital Media
- 48. Microsoft Word Line and Paragraph Spacing Headers and Footers • holds footnotes, page numbers, titles, etc. • information repeated every page
- 49. Microsoft Word Spell & Grammar Check • compares words against dictionary or database • press F7 to open Sentence Length • File > Options > Proofing • “Show readability statistics”
- 50. Google Docs Line and Paragraph Spacing • select lines • Format > Line Spacing Adding headers, footers, & page numbers • Insert > Header & page number • choose Header or Footer • enter text Spell & Grammar Check • Sentence Length • Tools > word count • Command+Shift+C
- 51. Practice Question 2 Katy sat down at the office computer to fix the monthly vendor letter and realized she’d need to start from scratch. The digital file had somehow been lost (or never saved), and all she has is a paper copy. Working in Google Docs, where will Katy find the settings that will help her get the line spacing and indent correct? a)selecting Format and then choosing the Line Spacing command b)on the ribbon marked paragraph c)by using the [enter] key and [spacebar] repeatedly
- 52. Quick Review • Why is it important to know your audience and how to communicate with them? • What are some ways to think about the purpose of a message and stay bias- free in your writing? • Why is it important to always be clear, concise, and provide emphasis with your writing? • How would you describe the planning, writing, and reviewing stages of business communication? • What are the important things to remember when you use Microsoft Word and Google Docs to write messages?