Business Communication Lecturer: Gareth Jones Revision Class

Agenda Cover main topics on Friday’s examination Business Communication (BUS-100) 16th September 2010

Sentence Types Topic Support Business Communication (BUS-100) 16th September 2010

Topic Sentence Sentence that introduces the topic In business often the first sentence Introduced the subject allowing it to be developed “The team has been in difficulty since the start of the season” Business Communication (BUS-100) 16th September 2010

Support Sentences Support the topic sentence Must have a bearing on the general subject Provide enough details to make the topic clear “The team has been in difficulty since the start of the season. Since 2007 a number of media reports have suggested all was not well behind the scenes. The coaching staff have been accused of in-fighting, and there have been suggestions that a number of key players intend to leave. ” Business Communication (BUS-100) 16th September 2010

Referencing What is referencing? Paraphrasing and quoting The Harvard Referencing System: when and how to use it Business Communication (BUS-100) 16th September 2010

Websites Remember, ask the questions: Who wrote it? What is it called? When was it published? Where was it published? Who published it? Business Communication (BUS-100) 16th September 2010

Websites Author (last name, initials) Date (in Brackets) Title (In Quotation marks) Website name (in italics) Website Address (underlined) Business Communication (BUS-100) 16th September 2010

Websites Baker, P. (2009). “Obama Faces Big Decisions” New York Times http://www.nytimes.com Business Communication (BUS-100) 16th September 2010

Books Remember, ask the questions: Who wrote it? When was it published? What is it called? Where was it published? Who published it? Business Communication (BUS-100) 16th September 2010

Books 1. Author – Surname, Initials 2. Year of publication (in brackets) 3. Book Title. 4.Place of Publication: 5. Publisher Business Communication (BUS-100) 16th September 2010

Books Boddy, D. (2000) Implementing Cooperative Strategy. Oxford: The University Press Business Communication (BUS-100) 16th September 2010

Communication Style 4 Styles: Tell Sell Consult Join Business Communication (BUS-100) 16th September 2010

Tell Use when: You are teaching or explaining You want control You do not need audience opinion Business Communication (BUS-100) 16th September 2010

Sell Use when: You want your audience to do something You are being persuasive Business Communication (BUS-100) 16th September 2010

Consult Use when: You are discussing with the audience You want to learn from them Business Communication (BUS-100) 16th September 2010

Join Use when: You are working with your audience You must create the message together Business Communication (BUS-100) 16th September 2010

Communication Emphasis Direct Approach: main ideas at beginning Indirect: main ideas at end Business Communication (BUS-100) 16th September 2010

Direct Approach I dislike like my BUS 100 Class It is boring It makes me sleepy Business Communication (BUS-100) 16th September 2010

Direct Approach I need to shower. I am dirty I have a date I have not showered in a week Business Communication (BUS-100) 16th September 2010

Indirect Approach Therefore, I dislike my BUS 100 Class BUS 100 is boring It makes me sleepy Therefore, I dislike my BUS 100 Class Business Communication (BUS-100) 16th September 2010

Indirect Approach I am dirty I have a date I have not showered in a week Therefore, I need to shower. Business Communication (BUS-100) 16th September 2010

What to use? Use the direct approach: It makes things easier to understand. Is audience centered Saves time Business Communication (BUS-100) 16th September 2010

What to use? Rarely use the indirect approach. Only if: The message is sensitive The message is negative. Why? Business Communication (BUS-100) 16th September 2010

Persuasive Messages Used to change an Audience’s beliefs, attitudes, and actions Present an argument that readers will agree with and support Business Communication (BUS-100) 10th September 2010

Complaints If you are unsatisfied with a service or product Over charging Broken products Impolite salespeople Business Communication (BUS-100) 16th September 2010

Complaints Also called “Claims and Adjustments” Business Communication (BUS-100) 16th September 2010

Complaints Explain the problem Give the details of the problem Request or suggest action (if known) Be prepared to send other documents (receipts, sales info, etc) Business Communication (BUS-100) 16th September 2010

Complaints Good for you because it leaves a permanent record Must be rational, clear, and polite Assume the reader will agree with you Business Communication (BUS-100) 16th September 2010

Complaints Beginning Straightforward explanation of problem Business Communication (BUS-100) 16th September 2010

Complaints Middle Complete explanation. Include all specifics and details of problem. (date purchased, date of issue) Business Communication (BUS-100) 16th September 2010

Complaints End Request specific action (if known) Provide contact information Business Communication (BUS-100) 16th September 2010

Bad News Messages Need to leave the audience feeling: Positive (if possible) Accepting Understood There is a course of action they can take Business Communication (BUS-100) 16th September 2010

Audience Strategies Audience attention span is the highest at the beginning and the end Do not bury key ideas in the middle Business Communication (BUS-100) 16th September 2010

Audience Strategies Ask the questions: Who are they? What do they know? What do they feel? How can I motivate them? Business Communication (BUS-100) 31st August 2010

Motivation Strategies Motivate through benefits Motivate through credibility Motivate through structure Business Communication (BUS-100) 31st August 2010

Benefits What’s in it for them? Tangible benefits Career benefits Ego benefits Personality benefits Group benefits (everyone is doing it) Business Communication (BUS-100) 31st August 2010

Credibility Shared values and common ground Reciprocity Good will with the audience Image credibility Rank or expertise Business Communication (BUS-100) 31st August 2010

Structure Opening and closing Problem/solution Two-sided structure Pro’s and cons Ascending/descending order Ask for more/less Business Communication (BUS-100) 31st August 2010

Presentation Planning and Structure Body Use explicit and long transitions “Let’s move on to the next region” “The second thing I’m going to discuss is..” Return to the Agenda Slide Business Communication (BUS-100) 1st October 2010

Presentations - The Upright Stance Demonstrates adult, assertive behaviour with no hidden meaning or manipulations in the communication. Indicates that the person has conviction and confidence in what they are saying. This is the posture you should practice and use when presenting. Business Communication (BUS-101) September 3rd 2010

What is a CV Structured written summary of … Experiences Skills Education and activities … that make you qualified for a job Think of it like a sales message. Business Communication (BUS-100) 16th September 2010

CV’s Contain Your details (Name, address, contact information) Features i.e. what you have done Benefits i.e. how you can help a company, government, school, etc. Don’t need photographs or vital statistics! Business Communication (BUS-100) 16th September 2010

Sections of a CV Name Address Objective (Can combine to Career Objective) Summary Education Experience Activities/skills/awards Business Communication (BUS-100) September 13th 2009

Cover Letters Review the cover letters notes and ensure you can write a cover letter Apply your key skills with examples and stories Business Communication (BUS-100) 16th September 2010

Interviews It is your chance to show your personality It is their chance to see how well you will fit in at their school/job Business Communication (BUS-100) 16th September 2010

Interviews Leadership How good of a leader is this person? Examples: During a school project During an out of school activity During family problems Business Communication (BUS-100) 16th September 2010

Interviews Teamwork Can this person be a good team member? Examples: During a school project On a sports team On a out of school project Business Communication (BUS-100) 16th September 2010

Interviews Adaptability Can this person handle new situations? Examples: Moving to a new town Starting a new job Starting school Business Communication (BUS-100) 16th September 2010

Interviews Learning How fast can this person learn new skills? Examples: New computer skill at school New instrument/sport New language Business Communication (BUS-100) 16th September 2010

Interviews Risk taking Is this person willing to try something new? Examples: Try a new activity Move to a new place Learn a new language Business Communication (BUS-100) 16th September 2010

Interviews Creativity Does this person have original ideas? Examples: School projects Movies/websites/music you made Business Communication (BUS-100) 16th September 2010

Interviews Strengths What is this person’s best quality? Examples: Team work Leadership Language, etc. Business Communication (BUS-100) 16th September 2010

Interviews Weaknesses Where can this person improve? Examples: Teamwork Organisation Not being able to say no Business Communication (BUS-100) 16th September 2010

Interviews Morals Does this person make good and moral choices? Examples: Difficult decision at school Difficult decision with family Business Communication (BUS-100) 16th September 2010

Interviews Ambition What are this person’s dreams/goals? Examples: Goals you set and reached Goals you set and have not reached yet Business Communication (BUS-100) 16th September 2010

Editing Think of editing as having 3 parts: For content For readability For style Business Communication (BUS-100) September 8th 2010

Content Editing follows Drafting in our writing process Print out your draft and begin editing The three steps of editing need not be done in order Business Communication (BUS-100) September 8th 2010

Content To start, review the five communication strategies. Be sure the message is saying what you want it to. Business Communication (BUS-100) September 8th 2010

Content Sell? Tell? Audience Appropriate? Right Channel? Etc. Business Communication (BUS-100) September 8th 2010

Content Read the paper: Are the right main points there? Give to a friend. Read out loud Business Communication (BUS-100) September 8th 2010

Content Shorten: Remove any unnecessary info. Remember: in Business there is not much time Business Communication (BUS-100) September 8th 2010

Content-Summary Print a copy Review Communication Strategies Have a friend read it Shorten the paper Business Communication (BUS-100) September 8th 2010

Editing Think of editing as having 3 parts: For content For readability For style Business Communication (BUS-100) September 8th 2010

Readability Business writing needs to be short, clear, and direct Here are a few tips and examples to help you improve you writing and make it more clear Business Communication (BUS-100) September 8th 2010

Readability Avoid ‘wordiness’ Use as few words as you can Say as much as you can with as few words as possible SUCCINCT! Business Communication (BUS-100) September 8th 2010

Readability Bad: Too long Good: short and clear He is good in terms of basketball ability and skill Good: short and clear He plays basketball well. Business Communication (BUS-100) September 8th 2010

Readability Avoid long sentences Business Communication (BUS-100) September 8th 2010

Readability Bad: confusing structure It doesn’t matter who you are or what you know, because if you want to pass this class you must hand in all of your work on time, take all the tests, and come to each class. Business Communication (BUS-100) September 8th 2010

Readability Good: Split into sentences All students who want to pass this class must come to each class. They must also do all the homework and take all of the tests. Business Communication (BUS-100) September 8th 2010

Readability Use the active voice. It is shorter and more clear Put the subject at the beginning of the sentence Business Communication (BUS-100) September 8th 2010

Readability Good paragraphs! (Remember?) Paragraphs should have a topic sentence followed by support sentences Business Communication (BUS-100) September 8th 2010

Readability Topic Sentence: introduces the main point of the paragraph Support (body) sentences: supports the topic sentence Business Communication (BUS-100) September 8th 2010

Readability Good: Topic sentence and support. Today’s lecture is about editing and the different components. First it will focus on content. Then on readability. Finally, on Style. Business Communication (BUS-100) September 8th 2010

Readability Bad: No Topic Sentence. Today’s lecture talks about editing content. Then about editing readability and then about style. Business Communication (BUS-100) September 8th 2010

Readability Summary Avoid wordiness Good Paragraph Structure Use the active voice Use transition words Business Communication (BUS-100) September 8th 2010

Editing Think of editing as having 3 parts: For content For readability For style Business Communication (BUS-100) September 8th 2010

Now that you have all the words, we must make the document look good. Style Now that you have all the words, we must make the document look good. Business Communication (BUS-100) September 8th 2010

Style “High Skim Value” Pretend someone is skimming your work. Change the layout so they can easily find important points, main ideas, etc. Business Communication (BUS-100) September 8th 2010

Style Headings White Space Font Business Communication (BUS-100) September 8th 2010

Headings Headings should be parallel (same form) and make “stand alone sense” This means they should make sense on their own Business Communication (BUS-100) September 8th 2010

Headings Ineffective: does not make stand alone sense Recommendation Business Communication (BUS-100) September 8th 2010

Headings Effective: does make stand alone sense Recommendation: Open a new store location Business Communication (BUS-100) September 8th 2010

Headings Ineffective: not parallel Steps to increase business: Build a new store Getting more customers To sell more products Business Communication (BUS-100) September 8th 2010

Headings Effective: parallel Steps to increase business: Build a new store Get more customers Sell more products Business Communication (BUS-100) September 8th 2010

White Space White space is empty space on the page. It emphasises main ideas It presents ideas more clearly It gives the reader a break Business Communication (BUS-100) September 8th 2010

White Space Vary paragraph length Don’t have one long paragraph, or many small, similar sized ones Have variety! Business Communication (BUS-100) September 8th 2010

Teams Conflict in teams Conflict can be divided into two categories: destructive (bad) and constructive (good) Business Communication (BUS-100) 16th September 2010

Teams Constructive Conflict Exposes problems Gets all members involved Generates new ideas Business Communication (BUS-100) 16th September 2010

Teams Destructive Conflict Wastes energy Destroys team spirit Divides the team against each other Business Communication (BUS-100) 16th September 2010

Teams Resolving conflict When there is conflict, it must be dealt with in one of the following ways: Business Communication (BUS-100) 16th September 2010

Teams Resolving conflict Communication (team members should talk to each other) Openness (team members should be honest with each other. Say exactly what they want. Business Communication (BUS-100) 16th September 2010

Teams Resolving conflict Flexibility (adapt to different team members. Change your ideas) Alliance (smaller teams may form within the big team) Business Communication (BUS-100) 16th September 2010

Ethics Remember that …are all examples of bad business ethics! Bribery Lying Cheating Deceiving the customer …are all examples of bad business ethics! Business Communication (BUS-100) 16th September 2010

Final Point Make sure you review your notes you made in class and don’t rely solely on this PPT Good luck! Business Communication (BUS-100) 16th September 2010