Communications Theory and Skills Colin Zhu For 国商专业一班 Holmsglen Program ZJBTI

The purpose of the subject A Plan draft review and write routine business correspondence B Make meeting arrangements, prepare meeting documents and produce minutes C Gather, research, analyse and present information

Subject Description Write Simple Documents Write Simple Documents Organize Meetings Analyse and Present Research Information Plan the document Draft the document Review the document Write the final document Write Simple Documents

Subject Description Write Simple Documents Organize Meetings Organize Meetings Analyse and Present Research Information Write Simple Documents Write Simple Documents Organize Meetings Organize Meetings Organize Meetings Make Meeting Arrangements Prepare documents for meeting Record and produce meeting

Subject Description Organize Meetings Organize Meetings Write Simple Documents Organize Meetings Organize Meetings Analyse and Present Research Information Gather and organize information Research and analyse information Present information

Assessment 30% Class participation 45% Test or exercise on three competencies 25% Final project P=50-59, C=60-69, C=60-69,D=70-79,HD= Results will be one of the following: PX= Pass (no higher grade available) (no higher grade available) N = Fail (not yet competent) N = Fail (not yet competent)

Learning Resource CCCCommunications Theory and Skills Tilde Green Series Tilde Skills custom edition 2007 DDDDwyer, Judith The business communication handbook, 7th Edition, Pearson Education EEEEmmerson, Paul & Hamilton, Nick, 2005, Five-minute activities for business English, Cambridge University Press 《《《《管理沟通—成功管理的基石》 魏江、严进编著 机械工业出版社 2007年1月第一版

Chapter 1 Preparing to write Topic 1 Topic 2Topic 3 Topic 4 Topic 5 To write or not to write Knowing your documents types Identifying the purpose the purpose and reader Understanding the thecontextGathering Information Information

Scenario1 If you do not understand exactly what your business Correspondent wants. Will you prefer to write or phone?

Topic 1 To write or not to? Write if you need to keep a permanent record if you are distributing to a wide audience if you want the receiver to be able to keep a permanent record if the information is very technical or requires diagrams

Scenario1 Which kind of document will you prefer if you: Say hello to your friend Write down the content of the meeting Negotiate a key term with your customer

Topic 2 Knowing your document types Business letters 1 Memorandum 2 and facsimile documents 3

Business Letter Writer ’ s contact details The date The recipient ’ s details Salutation Body Complementary close Writer ’ s signature Writing is not only knowing what you want to say and why; it is also knowing how to write! A business letter typically include

Business Letter Your company nameYour streetSuburb State PostcodeContact details (phone, fax, ) Writer ’ s contact details Writer ’ s contact details 24 October 2005 Mr LancasterManaging DirectorTimar Pty Ltd16-18 Mowbray RoradGORDON NSW 2170 Dear Mr Lancaster Re: The Printon 5000Thank you for your letter requesting information on the latest printer in our range. The printon 5000is capable of a variety of printing styles, all in our usual unbeatable quality.The printer takes up approximately 1m2of space and is whisper quiet. It will print in black and whiteand can reproduce a variety of grey tones.I have enclosed a brochure that includes all the Printron 5000 specifications.I will contact you at the end of the week to discuss your requirements and give you a quote on price. Your sincerely James MillerMarketing ManagerEnc The date The date The recipient ’ s details The recipient ’ s details Salutation Body Complementary close Complementary close Writer ’ s signature Writer ’ s signature

Common Business Letter layout A semi- block style ( 折衷式 ) A full block style ( 齐头式 ) Layout Which one is more formal in Business correspondence?

Common Letter Punctuation styles Open Mixed What are the differences between the two styles? Open Mixed Punctuation styles:

Memorandum Memorandum Typically sent to a recipient inside an organization Inter-office memos VS intra-office memos

and Facsimile documents Commonly used Efficient ways Provide a permanent record of a communica tion

Activity1 Think about the best and worst letters you have ever received. Compare and contrast the differences between the two Are there letters? Memos? Faxes? s? Evaluate the effectiveness of the letters

Topic 3:Knowing your readers and purpose   Action   Purpose   Motivation

Knowing your reader 1 Get the right relationship 2 Be familiar with 3 Make it worth

Topic 4: understanding the context The people involved and their roles The story so far The costs and benefits Legal consideration The facts Context

Topic5:Active listening Technique 1 Technique 2 Technique 3 Technique 4 Identify the main points Identify the main points Focus on the main points Focus on the main points Ask for clarifying the key points Ask for clarifying the key points Keep an open mind Keep an open mind

Speaking skills skill skill skill skill skill skill skill skill Keep it short and simple Avoid using jargon Stick to the facts Avoid being vague Be positive skill

Asking Questions Open questions Was the presentation good or poor? What do you think about the presentation? Closed questions Questions

Activity2 Congratulations! 2 Give two examples of active listening techniques or listening barriers? barriers? 1 List 2 things you should do if you want people to listen to you. Are you ready?