Succeeding in Business Succeeding in Business CommunicationsCommunications

Chapter 1Chapter 1

But I Don’t Have a Writing But I Don’t Have a Writing Job!Job!

All employees will All employees will spend a lot of time spend a lot of time writing and writing and speaking.speaking.

Successful Successful communication = communication = successful business successful business achievementsachievements

CommunicationCommunication VerbalVerbal

Non VerbalNon Verbal Communication Ability = Communication Ability =

PromotabilityPromotability SecretarySecretary

Form LettersForm Letters Numbers not LettersNumbers not Letters

TelephoneTelephone

Cost of CommunicationCost of Communication EquipmentEquipment

Employee TimeEmployee Time DistributionDistribution

Reduce Other CostsReduce Other Costs Retention RatesRetention Rates

Employee EngagementEmployee Engagement Company Market ValueCompany Market Value

Cost of POOR Cost of POOR CommunicationCommunication

Wasted TimeWasted Time Wasted EffortsWasted Efforts

Loss of GoodwillLoss of Goodwill LanguageLanguage

ToneTone Main PointMain Point RequestsRequests

IntelligenceIntelligence

Functions of WritingFunctions of Writing Collect/Convey InfoCollect/Convey Info

Make DecisionsMake Decisions Promote Interpersonal UnityPromote Interpersonal Unity

Internal AudiencesInternal Audiences External AudiencesExternal Audiences

InformInform PersuadePersuade

Build GoodwillBuild Goodwill

CriteriaCriteria

ClearClear CompleteComplete

CorrectCorrect Saves TimeSaves Time

Builds GoodwillBuilds Goodwill

Current Communication Current Communication TrendsTrends

Focus on quality & customer Focus on quality & customer needsneeds

Entrepreneurship & OutsourcingEntrepreneurship & Outsourcing TeamworkTeamwork DiversityDiversity GlobalizationGlobalization TechnologyTechnology Legal & Ethical ConcernsLegal & Ethical Concerns Balancing Work & FamilyBalancing Work & Family Changing Jobs & Multiple CareersChanging Jobs & Multiple Careers Rapid Rate of ChangeRapid Rate of Change

Principles of Good Business Principles of Good Business WritingWriting

Be discreet in emailsBe discreet in emails You-AttitudeYou-Attitude Positive EmphasisPositive Emphasis Reader BenefitsReader Benefits Appropriate Patterns of OrganizationAppropriate Patterns of Organization Error FreeError Free Catchy Subject LinesCatchy Subject Lines

Understanding Understanding Communications SituationsCommunications Situations

What’s at stake – to whom?What’s at stake – to whom? Should you send a Should you send a

message?message? What channel should you What channel should you

use?use? What should you say?What should you say? How should you say it?How should you say it?

Six Things a Writer Needs to Six Things a Writer Needs to KnowKnow

1.1. Who is your audience?Who is your audience?2.2. What is your purpose?What is your purpose?3.3. What information MUST be included?What information MUST be included?4.4. How can you build support for your How can you build support for your

position?position?5.5. What objections will the reader have?What objections will the reader have?6.6. What contexts may affect reader What contexts may affect reader

response?response?

Aim to meet bothOrganization

AND Psychological Needs of the

People