Post on 18-Jan-2016
Global Network
Global Environment
Global Audiences
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Today’s Overview Today’s Overview
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Learning ObjectivesLearning Objectives
Send clear, concise messages.
Hear and correctly understand messages someone is sending to us.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Time Spent
Proj
ects
Wor
ked
On
Get FamiliarGet Familiar
Achieve MasteryAchieve Mastery
Working Toward MasteryWorking Toward Mastery
Get Experienced
Get Experienced
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Communication SkillsCommunication Skills
“We all use language to communicate, to express ourselves, to get our ideas across, and to connect with the person to whom we are speaking. When a relationship is working, the act of communicating seems to flow relatively effortlessly. When a relationship is deteriorating, the act of communicating can be as frustrating as climbing a hill of sand.”
--Chip Rose Attorney and Mediator
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Today’s Overview Today’s Overview
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Overview
Communication in the Workplace
The importance of communication
Three forms of communication in business
Formal and informal networks
The process of communication
Basic truths about communication
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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The Importance of Communication Skills as The Importance of Communication Skills as Expressed by Business AuthoritiesExpressed by Business Authorities
“Top executives from Fortune 500 companies rate communications skills as the most important quality for business leaders.”
--Business Section New York Times
“There may be no single thing more important in our efforts to achieve meaningful work and fulfilling relationships than to learn and practice the art of communication.”
--Max De Pree, Author The Art of Leadership
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Evidence of Communication Evidence of Communication Weakness in BusinessWeakness in Business
“I’m surprised how so many people struggle with communication.”
--Michael Rook, Production Manager Hewlett Packard, San Diego, CA
“The first thing the Human Resources Department did was give me a writing book.”
--Sam Reeves, IT Consultant AMS, Denver, CO
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Main Forms of Main Forms of Communication in BusinessCommunication in Business
Operational Internal External
Personal
Intranets like this one from Deere & Company are used for internal communication.
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Communication NetworksCommunication Networks
Formal Networkwell-established, usually
along operational linesplanned
Informal Networkcomplexdynamic
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DepartmentManager
Supervisor Supervisor
Black Solid Lines = Formal NetworkCoral Dashed Lines = Informal Network (at a moment in time, for they change often)
The Formal and Informal Communication Networks The Formal and Informal Communication Networks in a Division of a Small Manufacturing Companyin a Division of a Small Manufacturing Company
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Factors Affecting Volume of Factors Affecting Volume of Communication in BusinessCommunication in Business
Nature of the business
Operating plan
People
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A Model of the Communication ProcessA Model of the Communication Process
1. A message sent by Marci arrives in Kevin’s “sensory world.”
2. Kevin’s senses pick up the message, but may also pick up competing information.
3. Marci’s message is filtered through Kevin’s unique mind and is given meaning.
4. The meaning given may trigger a response, which Kevin’s unique mind forms.
5. Kevin sends the message to Marci. It enters her sensory world, and a second cycle begins.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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A Model of the Communication ProcessA Model of the Communication Process (continued)(continued)
1. A message sent by Kevin arrives in Marci’s “sensory world.”
2. Marci’s senses pick up the message, but may also pick up competing information.
3. Kevin’s message is filtered through Marci’s unique mind and is given meaning.
4. The meaning given may trigger a response, which Marci’s unique mind forms.
5. Marci sends the message to Kevin. It enters his sensory world, and another cycle begins.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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How Oral and Written How Oral and Written Communication DifferCommunication Differ
is more likely to involve creative effort, has longer cycles, and usually has fewer cycles.
Written communication
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Some Basic Truths about Some Basic Truths about CommunicationCommunication
Meanings sent are not always received.
Meaning is in the mind.
The symbols of communication are imperfect.
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Adaptation
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Today’s Overview Today’s Overview
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2323
Overview
Techniques of Cross-cultural Communication
The Importance of Cross-cultural Communication in Business
Problems of Cultural DifferencesProblems of LanguageSome Solutions for Improved Communication
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Why is communicating across Why is communicating across cultures important to business?cultures important to business?
Technological advances have made doing business more global
Understanding those who buy and use a company’s products or services helps you design ones that fit your customers’ needs
Successful communication improves productivity and creates a comfortable workplace
Communicating with those from other cultures enriches your business and personal life.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Problems of Cultural DifferencesProblems of Cultural Differences
Body positions and movement Views and practices concerning factors of
human relationshipsEffects on business communication techniques
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Body Positions and MovementBody Positions and Movement
Body PartsGesturesEye ContactTouching and Handshaking
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Some Gesture DifferencesSome Gesture Differences
Your spouse is unfaithful(Italy)Good luck(Brazil and Venezuela)
Hook’em Horns(Texas)
Vertical horns
Strong, sexual insulting(Nigeria and Australia)
Fine, Good going, Everything is okay(America)
Thumbs up
Double, sexual, insulting(with palm in)(England)
Victory or peace(with palm out)(America)
Raised hand, fingers in “V” position
Rude to point a finger(Japan)
Come here(America)
Raised hand with index finger extended, head high
No(Europe)
Good-bye(America)
Hand up, palm out, wrist stiff, back and forth motion
Meaning 2Meaning 1Gesture
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Attitudes Toward Factors of Attitudes Toward Factors of Human RelationshipsHuman Relationships
TimeSpaceOdorsFranknessIntimacy of RelationshipsValuesExpression of Emotions
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Effects on Business Effects on Business Communication TechniquesCommunication Techniques
Our communication techniques are not universally acceptable.
Our techniques do not work with all English-speaking people.
Problems can be overcome by learning about other cultures.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Problems of LanguageProblems of Language
Lack of language equivalencyDifficulties in using English
Multiple meanings of wordsTwo-word verbsCulturally derived words
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Avoid Culturally Derived WordsAvoid Culturally Derived Words
Slang expressions Shifted use (sports, computer, science)Idioms and colloquialisms
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Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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“More than technical or infrastructure problems, cultural problems will be the biggest issue that merchants will face in the global marketplace.”
--Bruce Guptill, Analyst
The Gartner Group
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Today’s Overview Today’s Overview
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3535
Overview
Oral Communication and Public Speaking
Informal TalkingListeningNonverbal CommunicationPublic Speaking: Determination of the TopicPreparation of the PresentationPresentation MethodsConsideration of Personal AspectsAudience AnalysisAppearance and Physical ActionsUse of VoiceUse of Visuals (Graphics)
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Elements of Good TalkingElements of Good Talking
Voice QualityTalking StyleWord Choice and VocabularyCentral Role of Adaptation
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Voice QualityVoice Quality
It is pitch and resonance of vocal soundsNot all voices are goodHow to improve yours:
You know good voice quality.Listen to yourself.Do what you can to improve.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Talking StyleTalking Style
It is the blending of pitch, speed, and volume.To improve
Analyze your style. Listen to yourself.Then do what you can to make yours better.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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AdaptationAdaptation
Adapt. Choose words in your listener’s vocabulary.The preceding suggestion applied to the whole
message.It is more than just word choice. It also concerns
idea simplification.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Courtesy in TalkingCourtesy in Talking
Don’t dominate or drown out others.Apply the Golden Rule; accord others the courtesy
you expect from them.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
4141
Using the TelephoneUsing the Telephone
Trivial? Perhaps.But many of us have bad techniques.
Bad voice quality – gruff, shrill, soft Inconsiderate (usually unintentional)
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What you can do about it.What you can do about it.
Listen to yourself – record a conversation. Work for naturalness.Follow recommended procedures for courtesy.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
4343
Techniques of Telephone CourtesyTechniques of Telephone Courtesy
When calling introduce yourself and ask for person you wantexplain purpose of call if unsure of person to
contactWhen answering
identify company/office and offer to helpemphasize thoughtful answering practices
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Effective Voice Mail TechniquesEffective Voice Mail Techniques
Speak clearly and distinctlyIdentify yourself by name and affiliationGive overview of messageContinue with detailsAsk for action if neededSpeak slowly with callback informationEnd with goodwill comment
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Wireless TelephonesWireless Telephones
Now widely used.And growing fast.But they have created a nuisance.
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ListeningListening
The receiving end of communication.Caused more problems and sending end.It involves
SensingFilteringRemembering.
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To improve your listeningTo improve your listening
You must first want to improve.Then work to pay attention.Work on the accuracy of your filtering – think.Work to remember – concentrate.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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The Ten Commandments The Ten Commandments of Listeningof Listening
Stop talking Put talker at ease Show talker you want to listen Remove distractions Empathize with talker Be patient Hold your temper Go easy on argument and criticism Ask questions Stop talking
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
4949
Nonverbal communicationNonverbal communication
It is the communication that occurs without words.It accounts for a larger part of the message than
words.We use it to reinforce our words.But it also communicates by itself.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Types of nonverbal communication: Types of nonverbal communication: (1) Body language(1) Body language
How we gesture with arms, fingers, hands, faceHow we stand, walkOur posture atOur eye movementsThe clothes we wear and how we wear themHow we decorate our bodies (tattoos, piercing)Etc.
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Types of nonverbal communication: Types of nonverbal communication: (2) Space(2) Space
Intimate (contact to 18 inches)Personal (18 inches to 4 feet)Social (4 to 12 feet)Public (12 feet to range of sight)Our behavior in each is determined by our culture.We need to be sensitive to the space conditioning
of others.
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Types of nonverbal communication: Types of nonverbal communication: (3) Time(3) Time
Concepts of time also vary by culture.Punctuality, orderly activities vary in
importance by culture.
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Types of nonverbal communication: Types of nonverbal communication: (4) Paralanguage(4) Paralanguage
It is how the words are delivered.It is the speed, pitch, emphasis, volume, and such
that we give the words.Recall the text example: “I am a good communicator.
”Repeat five times emphasizing a different word each time.
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“If speaking is silver, then listening is gold.”
--Turkish Proverb
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5555
Public Speaking: Public Speaking: Determination of the TopicDetermination of the Topic
It may be assigned.You may have to selected it.
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If It Is AssignedIf It Is Assigned
Probably it is because of your expertise on the topic.The situation may assign it, such has
A welcome addressAn honors awardA charity drive
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If You Must SelectIf You Must Select
Be guided byYour background and knowledge.The audiences interests.The occasion of the speech.
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Preparation of the PresentationPreparation of the Presentation
Gather the information needed (libraries, files, Internet, interviews)
Next, organize IntroductionBodyConclusion
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IntroductionIntroduction
Prepares listeners to receive messageArouses interest
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Some Opening StrategiesSome Opening Strategies
Give a human interest storyPose an unanswered questionPresent a surprise statementGive a startling statisticUse appropriate humorQuote a recognized expertAppeal to solve a common problem
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Presentation MethodsPresentation Methods
Extemporaneous – from notes, rehearsedMemorized – the most difficult, hazardousReading – typically dull, mechanical
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Consideration of Personal AspectsConsideration of Personal Aspects
Confidence – gained byPreparing wellDressing appropriatelyTalking strong
Sincerity – try to project itThoroughness – scant, hurried
presentations are obviousFriendliness – make genuine
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Audience AnalysisAudience Analysis
Preliminary – Determine size, characteristics (education level, sex, age, etc.)Then adapt.
During presentation – Get feedback (smiles, frowns, blank stares, applause)Then adjust during speech.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Appearance and Physical ActionAppearance and Physical Action
The communication environment – the things that surround you as you speak.
Your appearance – how they see you is part of the message.Your posture – also communicates.So does your walking – to and from the podium, during
speechAlso, your facial expressions (smiles, eye movements,
frowns)Likewise, the your gestures – vague in meaning, but they
communicate
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Use of VoiceUse of Voice
Vary PitchChange Speaking SpeedUse Vocal EmphasisDevelop Pleasant Voice QualityImprove Through Self-Analysis
and Imitation
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Selection of VisualsSelection of Visuals
Design – select what simplifies, communicates the complex
Types – know them all, for the one occasionAudience size, cost, ease of preparation – consider
all
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Techniques of Using VisualsTechniques of Using Visuals
Make certain that everyone in the audience can see the visuals.
Explain the visuals if necessary.Organize and plan the use of each visual.Talk to the audience--not the visuals.Avoid blocking the listeners’ view of the visuals.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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“It usually takes more than three weeks to prepare a good impromptu speech.” -- Mark Twain
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69
Today’s Overview Today’s Overview
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
7070
Overview
Adaptation and the Selection of Words
Role of adaptation in selecting wordsSimplifying with short and familiar wordsAppropriate use of technical words and acronymsSelection of words with appropriate strengthUse of concrete words and active voiceAchieve clarity and precision by avoiding camouflaged verbs, selecting the right words, and using idioms correctly.Use of words that do not discriminate
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Need for AdaptationNeed for Adaptation(fitting the message to your readers)(fitting the message to your readers)
Visualize your readershow they thinkwhat they know their education leveletc.
Then write for them
How to do it:
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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How to Adapt to Multiple ReadersHow to Adapt to Multiple Readers
Usually this means simplifying the message
Thus the following suggestions stress simplification
Write for the bottom level
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Use short, familiar words.Use short, familiar words.
DON’TIn effect, it was hypothesized that certain physical data categories including housing types and densities, land use, characteristics, and ecological location constitute a scaleable content area. This could be called a continuum of residential desirability. Likewise, it was hypothesized that several social data categories, describing the same census tracts, and referring generally to to the social stratification system of the city, would also be scaleable. This scale could be called a continuum of socioeconomic status. Thirdly, it was hypothesized that there would be a high positive correlation between the scale types on each continuum.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Use short, familiar words.Use short, familiar words.
One can tell from an aerial photograph where rich and poor people live. The rich live in big houses set far apart. The poor live in small houses set close together.
DO
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Prefer the short, familiar word Prefer the short, familiar word to the long, unfamiliar word.to the long, unfamiliar word.
Shorten Do About Find out Begin Much Decide Harmful
Abbreviate Accomplish Approximately Ascertain Commence Considerable Determine Detrimental
Long, Unfamiliar Words Short, Familiar Words
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Use initials and acronyms Use initials and acronyms with caution.with caution.
VCRFDACDIPORVNATOIRS
Video cassette recorder Food and Drug Administration Certificate of Deposit/Compact Disc Initial Public Offering Recreational Vehicle North Atlantic Treaty Organization Internal Revenue Service
What do these letters mean?
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Prefer the concrete to the abstract.Prefer the concrete to the abstract.
Our research shows that 87 percent of those using the technique are successful.Your department may hire three new stock clerks.We will ship the Moss No. 41 desk sets you ordered October 12 by Arrow freight on October 15.Each of the branch managers will received a 15 percent pay raise.This process requires a constant temperature of 10 degrees centigrade.
We have found that this technique is successful.Your department may hire somenew employees.We will ship your order soon.
Each of the branch managers will receive a substantial pay raise.This procedure requires a constant low temperature.
Abstract Concrete
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Prefer strong verbs to verbs Prefer strong verbs to verbs camouflaged as nouns.camouflaged as nouns.
. . . classify . . .
. . . compute . . .
. . . explore . . .
. . . inform . . .
. . . negotiate . . .
. . . observe . . .
. . . represent . . .
. . . make a classification . . .
. . . make a computation . . .
. . . conduct an exploration . . .
. . . provide information . . .
. . . engage in negotiation . . .
. . . make an observation . . .
. . . provide representation . . .
Camouflaged Verb Strong Verb
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Choose the precise word.Choose the precise word.
The committee (comprises) (constitutes) representatives from all four sales districts.
This building site cost a large (sum) (amount) of money.She was (notorious) (noted) for her concern for the poor.We found no evidence that would (cause) (enable) us to
support him.The management of this store is independent (of) (from) the
main office.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Avoid words with a masculine origin.Avoid words with a masculine origin.
manufactured, of human originpersonnel, workersrepresentative, member of Congressbusiness executive, businesspersonletter carrier, mail carrierpolice officerfire fightercamera operatorserver
man-mademanpowercongressmanbusinessmanmailmanpolicemanfiremancameramanwaiter/waitress
Sexist Nonsexist
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Masculine-sounding Words—Masculine-sounding Words—No Masculine OriginNo Masculine Origin
manufacture management history manipulate mannequin manicure mandolin histrionic histamine
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Generally avoid words that Generally avoid words that stereotype bystereotype by
Race a hard-working African-American an honest Sicilian
Age golden ager youngster
Disability deaf and dumb crippled
Sexual Orientation homosexual gay
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“Why use two words when one will do.”
--Thomas Jefferson
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84
Today’s Overview Today’s Overview
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
8585
Overview
Construction of Clear Sentences and Paragraphs
Role of adaptation in writing clearly
Limited sentence content and economical use of words
Right emphasis to content
Sentence unity and clarity
Short, unified sentences; appropriately used topic sentences; movement shown.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Clarity and Short SentencesClarity and Short Sentences
Writing clearly generally involves writing short sentences. But there are exceptions.
You can write short sentences in two ways:1 by limiting content,2 by using words economically.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Break up long sentences.Break up long sentences.(Limiting Content)(Limiting Content)
Many consumers have expressed dissatisfaction with the relatively high prices of the new Japanese cars, but this has not prevented large numbers of people from purchasing these cars and pushing sales higher than many automotive experts had forecast, thus firmly entrenching the Japanese cars in a large segment of the automobile market.
DON’T
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Break up long sentences.Break up long sentences.(Limiting Content)(Limiting Content)
Many consumers have expressed dissatisfaction with the relatively high prices of the new Japanese cars. However, this has not prevented large numbers of people from purchasing these cars and pushing sales higher than many automotive experts had forecast. The Japanese cars have thus become entrenched in a large segment of the automobile market.
DO
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Contrasting Pages: Long Contrasting Pages: Long Paragraphing versus Short Paragraphing versus Short
ParagraphingParagraphing
Heavy paragraphs make the writing appear to be dull and difficult.
Short paragraphs give well-organized effect -- invite the reader to read.
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90
“Writing and thinking are inseparable.Not only does thinking help us to write, writing helps us to think.”
--Richard LedererThe Write Way
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91
Today’s Overview Today’s Overview
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9292
Overview
Writing for Effect
Need for effect
Conversation style, rubber stamps, old language
You-viewpoint
Positive language
Courtesy
Emphasis
Flow, transitional devices
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Writing for EffectWriting for Effect
Effective business writing sometimes must create the right effect.The right effect can help to build goodwill.And it can help in achieving message goals.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Stiff and Dull Conversational
Create the right effect by Create the right effect by (1) using conversational style.(1) using conversational style.
Please refer to your March 16 letter, in which you tell how to file a claim.
Enclosed is the brochure you asked about.
I’ll gladly follow your suggestion if the price falls.
Reference is made to your March 16 letter, in which you describe the approved procedure for initiating a claim.
Enclosed herewith is the brochure about which you make inquiry.
I shall be most pleased to avail myself of your kind suggestion when and if prices decline.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Create the right effect by Create the right effect by (2) avoiding rubber stamps.(2) avoiding rubber stamps.
At an early date Attached please find Complying with your favor of Due to the fact Hit the road Bit the hand that feeds you Take it with a grain of salt Too many irons in the fire
As per Neither here nor there A good man is hard to find You’d better believe Let her hair down Rat race Thanking you in advance Couldn’t care less
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Create the right effect byCreate the right effect by(3) avoiding the old language of (3) avoiding the old language of
business.business.In Openings we beg to advise your esteemed favor this is to inform you
In Contents deem it advisable attached hereto please be advised
In Closings Thanking you in advance We beg to remain Anticipating your favorable response
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Create the right effect byCreate the right effect by(4) emphasizing the you viewpoint (4) emphasizing the you viewpoint (1 of 2).(1 of 2).
We: Our policy requires that you pay by the 10th of the month in order to earn the discount.
You: You can earn the discount by paying by the 10th of the month.
We: We are offering a special discount to all our loyal customers.
You: As a loyal customer, you will receive a special discount.
We: Send us your check for $741 today so that our books will show you as current.
You: Will you please keep your account current by sending your check for $741 today.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Create the right effect byCreate the right effect by(4) emphasizing the you viewpoint (4) emphasizing the you viewpoint (2 of 2).(2 of 2).
We: Our research engineers have worked forty-four years to make Deere a safe mower.
You: You can use the Deere with the comfort of knowing that it is a product of forty-four years of intensive safety research.
We: On February 7 we will deliver the Bush desk and chair set your ordered.
You: You will receive your Bush desk and chair set on our February 7 delivery.
We: I look forward to receiving additional orders from you.
You: I look forward to serving you again.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Create the right effect by Create the right effect by (5) accenting positive language.(5) accenting positive language.
Negative: Your misunderstanding of your policy prompts your accusation that we are at fault.
Positive: Section 3 of your policy makes us responsible only when we service the equipment.
Negative: I regret the inconvenience caused you by the breakdown of the equipment.
Positive: The repaired equipment should give you years of good service.
Negative: We must refuse your request to use our equipment.
Positive: As we are a state office, our equipment can be used for government purposes only.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Common Negative WordsCommon Negative Words Afraid Allege Beware Careless Decline Disappoint Fail Inconvenience Unfortunate Waste Worry
Alibi Apology Blame Complaint Difficult Fault Impossible Misunderstanding Ruin Unfair Wrong
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Create the right effect by Create the right effect by (6) showing courtesy. (6) showing courtesy. (1 of 5)(1 of 5)
not this: Your training report for the third quarter has been received and has been judged to be satisfactory.
but this: Congratulations, Jane, on the good teaching indicated by the third quarter training report you submitted.
not this: A prompt reply will be appreciated.
but this: As the report is due on the 7th, Mr. Adami, will you please reply by that date.
Show courtesy by singling out the reader.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Create the right effect by Create the right effect by (6) showing courtesy. (6) showing courtesy. (2 of 5)(2 of 5)
not this: Pay this invoice by the 12th and earn the 2 percent discount.
but this: You can earn a 2 percent discount by paying by the 12th.not this: You must realize that we can be held responsible only
when we install the equipment.but this: You will agree, I feel certain, that we are responsible only
when we install the equipment.not this: You want to hire a person who can get along with the
office staff.but this: My three years of experience working with people will
help me to fit in well with your office staff.
Show courtesy by refraining from preaching.
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Create the right effect by Create the right effect by (6) showing courtesy. (6) showing courtesy. (3 of 5)(3 of 5)
giving more than the minimum information requested making helpful suggestions wishing good luck making encouraging remarks
Little extras like:
Show courtesy by doing more than expected.
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Create the right effect by Create the right effect by (6) showing courtesy. (6) showing courtesy. (4 of 5)(4 of 5)
not this: You failed to state whether you intend to use the equipment inside or outside.
but this: So that I can meet your needs exactly, please tell me whether you will use the equipment inside or outside.
not this: We have been very patient with your failure to reply to our letters.
but this: Probably there is a good reason why you have not answered our letters.
not this: Your negligence in this matter has caused us a loss in sales.
but this: Because corrective action was not taken, our sales declined.
Show courtesy by avoiding anger.
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Honestly want to be courteous and friendly.
Show courtesy by being sincere.
Create the right effect by Create the right effect by (6) showing courtesy. (6) showing courtesy. (5 of 5)(5 of 5)
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Good business etiquette should Good business etiquette should guide the use of effect.guide the use of effect.
Whatever you write should be true fair considerate
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“Write as though you were addressing intelligent people you understand and respect. Don’t patronize them, but don’t talk over their heads.”
--Patricia T. O’ConnerWords Fail Me
Questions?Questions?