Business and Administrative Communication Chapters MGM 2101/3111 Distance Learning Program Faculty of Economics and Management Universiti 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