LESSON #05 Examples of Professional Communication

BAD NEWS LETTERS PROMOTIONAL LETTERS BUSINESS PROPOSALS EXAMPLES OF PROFESSIONAL COMMUNICATION FLG 123: PROFESSIONAL COMMUNICATIONAlbukhary International

BAD-NEWS LETTERS LESSON #05-1

DIRECT APPROACH INDIRECT APPROACH WRITING POINTERS BAD NEWS LETTERS Professional Communication (Example) FLG 123: PROFESSIONAL COMMUNICATIONAlbukhary International NOTE-TAKING GUIDE What is the two types of bad news letters? What are the seven (7) parts of a bad news letter? NOTE-TAKING GUIDE What is the two types of bad news letters? What are the seven (7) parts of a bad news letter? EXPECTED OUTPUT Given a situation, write a bad news letter. Given a draft of a band news letter for your approval, identify the mistakes. After identifying the mistakes, show how the mistakes can be corrected. EXPECTED OUTPUT Given a situation, write a bad news letter. Given a draft of a band news letter for your approval, identify the mistakes. After identifying the mistakes, show how the mistakes can be corrected.

BAD NEWS LETTERS There are two formats to convey bad news: direct or indirect approach. In the direct approach, the reader is informed of the bad news immediately. The message is courteous and direct. For example, this approach would be used to inform customers of a rate or price increase. FLG 123: PROFESSIONAL COMMUNICATIONAlbukhary International

BAD NEWS LETTERS The indirect approach delays the bad news by buffering it with a more positive opening. The language is less severe and attempts to preserve customer goodwill. The writer may offer a suggestion or an alternate action to remedy the situation. The indirect approach is a more acceptable format. FLG 123: PROFESSIONAL COMMUNICATIONAlbukhary International

EXAMPLE: Bad News Letter zzz FLG 123: PROFESSIONAL COMMUNICATIONAlbukhary International

WRITING POINTERS Indirect Approach to Convey Bad News Open with positive statement about product or service Provide objective information State reason for change or delay De-emphasize the bad news (passive voice) Offer alternative solution Ask for cooperation or understanding End with a positive statement; look forward to continued business FLG 123: PROFESSIONAL COMMUNICATIONAlbukhary International

EXERCISE Write A Bad News Letter Inform a client that delivery of an order will be delayed. Inform a client that a favorite service has been discontinued. Inform clients that the price of coffee at coffee shop will increase 15%. Inform customers that your department store will not provide free plastic bags. Inform passengers that next month, discounts for seniors on direct flights to London are discontinued. Inform parents that children will pay full admission to your amusement park. Inform customers that your Alor Setar office will be moved to Langkawi. FLG 123: PROFESSIONAL COMMUNICATIONAlbukhary International

PROMOTIONAL LETTERS LESSON #05-2

EXAMPLE WRITING POINTERS PROMOTIONAL LETTERS Professional Communication (Example) FLG 123: PROFESSIONAL COMMUNICATIONAlbukhary International

WRITING POINTERS Promotional Letter Capture reader’s attention Explain the sales campaign or offer State the duration of the offer Offer some incentive for customer response Indicate contact person, if possible FLG 123: PROFESSIONAL COMMUNICATIONAlbukhary International

BUSINESS PROPOSAL LESSON #05-3

DEFINITION WRITING POINTERS TRANSMITTAL LETTER BUSINESS PROPOSAL Professional Communication (Example) FLG 123: PROFESSIONAL COMMUNICATIONAlbukhary International

BUSINESS PROPOSAL An external business proposal is prepared by a firm or an individual outside a company. It is more formal than a memo proposal, which is prepared internally. It does not include an index or bibliography that is usually found in a formal report. A transmittal letter frequently accompanies the business proposal. This letter introduces the reader to the text of the proposal. FLG 123: PROFESSIONAL COMMUNICATIONAlbukhary International

WRITING POINTERS External Business Proposals Components are presented in a formal structure: letter of transmittal cover page table of contents body summary—overview of plan purpose—goal of proposal need or problem—discuss situation benefits of proposal description or design of plan projected costs conclusions or recommendations FLG 123: PROFESSIONAL COMMUNICATIONAlbukhary International

WRITING POINTERS Transmittal Letter Accompanying Proposal Introduce reader to text of proposal Highlight important aspects of proposal Persuade reader to take action End letter with a request for approval and offer assistance FLG 123: PROFESSIONAL COMMUNICATIONAlbukhary International

LESSON #06 Food for Thought