9.written communication
-
Upload
ayush-mehrotra -
Category
Documents
-
view
96 -
download
1
Transcript of 9.written communication
1.Defining your purpose
• General purpose :
– To inform
– To persuade
• Specific purpose
– The exact goal to be accomplished
– E.g.. Placing an order, or convincing management about a given proposal.
2. Developing audience profile
• Identifying primary audience
• Determining audience size
• Audience composition
• Level of understanding
• Expectations and preferences
Audience characteristics
• Establish credibility
• Choice of preferred media
• Appropriate communication of required information.
Purpose
3. Adapt your message• 3.1 Adopting an audience centred approach.
– ‘YOU’ attitude instead of ‘I’.
We shipped your order today.
Your order will arrive on Thursday.
Dear Mr. Jones
I am happy to inform you that we have approved your loan.
Dear Mr. Jones,
Congratulations! Your loan has been approved
• 3.2 Feature Vs benefit approach
The printer prints 17 pages per minute
You can turn out one of your 100 page document in six minutes.
• 3.3 Emphasize the positive points
– ‘Focus on the silver lining not the clouds’
– Substitute mild terms
• Cheap economical
• Used cars resale cars
• High calorie high energy
The problem with thisdepartment is a failure tocontrol costs.
The performance can beimproved by tightening upcost controls
• 3.4 Use a Polite Tone
– Being courteous, showing consideration for the needs of audience.
• 3.5 Using a bias free language:
– Avoid gender bias
– INSTEAD OF USE
• Mankind Humanity
• Salesman Sales representatives
• Manpower Workforce
II. WRITING
1. Organise
• A message is well organised if all the information flows together in a coherent manner.
• Organising – Saves time
– Improves efficiency
– Helps audience understand and accept your message.
• To organise
– Define your main idea
– Structure your message
– Limit your scope
General purpose
• To inform
Specific purpose
• Teach customer service reps how to file insurance claims
Topic
• Insurance claims
Main idea
• Proper filing by reps saves the company time and money
• Main Point 1• Sub point a
• Sub point b
• Main Point 2• Sub point a
• Sub point b
OUTLINE
2. Composing :
– Use a tone that suits the situation
– Select appropriate words
– Create effective sentences and paragraphs