1. Business Communication
Lecturer: Gareth Jones
Revision Class

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

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

4. 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

5. 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

6. Referencing What is referencing? Paraphrasing and quoting
The Harvard Referencing System: when and how to use it
Business Communication (BUS-100)
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7. 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

8. Websites Author (last name, initials) Date (in Brackets)
Title (In Quotation marks)
Website name (in italics)
Website Address (underlined)
Business Communication (BUS-100)
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9. Websites
Baker, P. (2009). “Obama Faces Big Decisions” New York Times
Business Communication (BUS-100)
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10. 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

11. 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

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

13. Communication Style 4 Styles: Tell Sell Consult Join
Business Communication (BUS-100)
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14. Tell Use when: You are teaching or explaining You want control
You do not need audience opinion
Business Communication (BUS-100)
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15. Sell Use when: You want your audience to do something
You are being persuasive
Business Communication (BUS-100)
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16. Consult Use when: You are discussing with the audience
You want to learn from them
Business Communication (BUS-100)
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17. Join Use when: You are working with your audience
You must create the message together
Business Communication (BUS-100)
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18. Communication Emphasis
Direct Approach: main ideas at beginning
Indirect: main ideas at end
Business Communication (BUS-100)
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19. Direct Approach I dislike like my BUS 100 Class It is boring
It makes me sleepy
Business Communication (BUS-100)
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20. Direct Approach I need to shower. I am dirty I have a date
I have not showered in a week
Business Communication (BUS-100)
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21. 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)
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22. 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)
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23. What to use? Use the direct approach:
It makes things easier to understand.
Is audience centered
Saves time
Business Communication (BUS-100)
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24. 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

25. 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

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

27. Complaints Also called “Claims and Adjustments”
Business Communication (BUS-100)
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28. 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)
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29. 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)
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30. Complaints Beginning Straightforward explanation of problem
Business Communication (BUS-100)
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31. Complaints
Middle
Complete explanation. Include all specifics and details of problem. (date purchased, date of issue)
Business Communication (BUS-100)
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32. Complaints End Request specific action (if known)
Provide contact information
Business Communication (BUS-100)
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33. 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

34. 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

35. 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

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

37. 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

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

39. 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

40. 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

41. 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

42. 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

43. 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

44. 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

45. 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

46. 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

47. 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)
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48. 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

49. Interviews Adaptability Can this person handle new situations?
Examples:
Moving to a new town
Starting a new job
Starting school
Business Communication (BUS-100)
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50. 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)
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51. 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

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

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

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

55. Interviews Morals Does this person make good and moral choices?
Examples:
Difficult decision at school
Difficult decision with family
Business Communication (BUS-100)
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56. 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

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

58. 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

59. 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

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

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

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

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

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

65. 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

66. 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

67. 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

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

69. 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

70. 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

71. 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

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

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

74. 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

75. 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

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

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

78. 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

79. 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

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

81. 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

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

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

84. 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

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

86. 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

87. 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

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

89. Teams Constructive Conflict Exposes problems Gets all members involved
Generates new ideas
Business Communication (BUS-100)
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90. Teams Destructive Conflict Wastes energy Destroys team spirit
Divides the team against each other
Business Communication (BUS-100)
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91. Teams Resolving conflict
When there is conflict, it must be dealt with in one of the following ways:
Business Communication (BUS-100)
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92. 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)
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93. 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)
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94. 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

95. 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