Chapter 6 Building Communications Skills. Office Procedures for the 21 st Century, 8e Burton and...

Chapter 6Building Communications Skills

Office Procedures for the 21st Century, 8eBurton and Shelton

© 2011 Pearson Higher Education,Upper Saddle River, NJ 07458. • All Rights

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Building Communications Skills

Examining the Communication Process Writing Effective Business Messages Preparing Written Communications Preparing Documents for Distribution Demonstrating Ethics in Writing International Correspondence



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Examining the Communication Process

Communication methods Verbal Interactive Mobile Instant Written Nonverbal

Nonverbal clues most effective method



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Verbal Communication

Listen and watch for verbal and nonverbal feedback

Choose words carefully in sensitive/controversial topics

Encourage other person to talk Give other person undivided attention Avoid talking incessantly Summarize important points in logical order



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Ten Ways to Improve Verbal Communication

Avoid repetitious phrases Slow your speech Don’t talk in a monotone Don’t speak loudly Speak clearly Use the correct word Use the right word Use eye contact Use gestures Smile occasionally



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Mispronounced Words and Phrases

Acrosst Across Bidness Business Close Clothes Fedral Federal Idn’t Isn’t Jist Just Off Ten Often Probly Probably Wadn’t Wasn’t



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Nonverbal Communication

Image Personal space Eye contact Posture Facial expressions



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Crazy Phrases and Sayings

Beady little eyes Gets under my skin Opening up to you Pain in the neck Pushy Shifty eyes Sparkle in the eyes Standoffish Stand on your own two feet Under the thumb



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Overcoming Barriers to Communication

Missing the meaning Differing interpretations Using unfamiliar words Emotional or physical detractions Not listening



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Communicating Across Cultures

Oral messages Learn common greetings and responses Use simple English Speak slowly and enunciate clearly Watch for blank stares Ask listener to paraphrase Accept blame for misunderstanding Listen without interrupting Follow up in writing when negotiating Observe nonverbal messages



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Communicating Across Cultures (continued)

Written messages Use familiar words Respect titles and ranks Use short sentences and paragraphs Use correct spelling, grammar, punctuation Follow guidelines for writing business

messages



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Writing Effective Business Messages

The writing process An effective business letter:

Focuses on a single purpose Is written from the reader’s viewpoint Conveys a meaningful message by applying the six

C’s of writing Reflects a positive, sincere, appropriate tone Is expressed in an interesting style using natural,

vivid, varied language



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Writing Effective Business Messages (continued)

Know your purpose To inform To create understanding To accept an idea To stimulate thought To cause action

Make other points secondary to main point



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Ask yourself questions after composing After the reader reads this letter, I want him or

her to…. The purpose of this letter is to…. Will this letter get the results I am seeking…?



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Focus on the reader—use the “you attitude” Write each sentence from reader’s point of view Explain what benefit(s) reader will enjoy Put reader’s needs first Emphasize reader’s interests Use words meaningful to reader Review letters received from reader in your files to

know him or her better



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Convey a meaningful message Completeness Correctness Coherence Conciseness Clearness Courtesy



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Reflect a positive, sincere, appropriate tone Be courteous and tactful Do not write sentences that include negative

words



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How to make your writing interesting Use active verbs Make the subject the person, idea, or thing Use specific, meaningful words Use familiar words and phrases Use a phrase or clause to describe rather than an

adjective or adverb Use short words instead of long words



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Preparing Written Communication

Writing letters for your manager’s signature Routine letters Letter formats E-mail memorandums Informational reports Other forms of communication



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Preparing Written Communication (continued)

Writing letters for your manager’s signature Letter must sound as if manager wrote it Study manager’s letters for similar vocabulary

and style Use same salutation and complimentary close Follow manager’s organization procedure



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Routine letters Appointments Routine requests, inquiries, orders Routine replies Acknowledgments Cover letters Follow-up letters Appreciation letters



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Letter formats Full-block letter style Modified-block letter style Punctuation style

Mixed Open



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E-Mail memorandums Follow writing principles for letters Include a salutation Create descriptive subject line Write an attention-getting opening Use short sentences and simple words Focus on the “you attitude” Keep each e-mail to one subject



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Add a sense of urgency Avoid flaming Show respect and restraint when sending

sensitive information Proofread all messages Don’t send unsolicited attachments Protect your PC from viruses Do not open suspicious e-mail



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Include the e-mail signature in your closing Don’t break e-mail threads Format messages simply Don’t expect prompt replies to all e-mails



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Informational reports Ask yourself the following questions

What kind of report am I writing? What is the purpose of the report? Who will read it? What are the key points of information the reader

should know?



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Trip reports Progress reports Periodic reports Investigative reports

Other forms of communication MySpace Facebook Twitter LinkedIn



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Standard memorandums Writing rules for letters applies to memos Use a standard format or word processing

template Write informally Keep the memo to one page Make sure memo covers only one topic Use lists whenever possible



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Preparing Documents for Distribution

Proofreading Consider your first version a rough draft Proofread manually as well with computer Be sure to turn on widow/orphan protection Print hard copy to check spacing Edit thoroughly before making corrections Check cross-references to other pages after editing After editing, proofread each change carefully Do a spell/grammar check again of corrected version



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Proofreading Documents for Distribution (continued)

Double-check outgoing documents Check facts and figures Check format Check for completeness and meaning Check mechanics



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Preparing Documents for Your Manager’s Signature (continued)

Submitting letters for signature Make certain each document is signed Verify enclosures and place check mark on file

copy by enclosure notation Make certain name and address on envelope

and letter are the same If your manager has written a note on the

letter, photocopy it



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Assembling enclosures Your responsibility is to make certain when there is an

enclosure, it is included with the document Copies being mailed are also enclosures Keep a record of persons and dates receiving copies Keep track of needed enclosures; list on To Do list

and check them off as completed



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Preparing Documents for Your Manager’s signature (continued)

Letter-sized enclosures are placed behind the document and folded simultaneously; small enclosures are placed in the fold

Hold small enclosures temporarily in place with a paperclip but remove paperclip before mailing

Do not staple enclosures to the document



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When attaching a file, make sure the person can open the file

When mailing large items, prepare labels; type address in all caps, no punctuation

Make sure address can be seen through all window envelopes

Cross out last name on inter-office envelopes



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Demonstrating Ethics in Writing

Make certain information included in writing is correct

Keep confidential information away from prying eyes

Make certain information you write is your own Never violate copyright laws Maintain integrity in your communications



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International Correspondence

Addressing envelopes Type entire address in all caps Type country name in English on the last line If writing from outside the U.S. to someone in

the U.S., type UNITED STATES OF AMERICA as the last line of the address



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International Correspondence (continued)

Writing international letters When the information is negative, the usual

neutral lead sentence may need to be omitted or changed

Letters from abroad may be overly wordy Your acceptance of cultural diversity should

extend to business letters; be patient, tolerant, and understanding

Chapter 6 Building Communications Skills. Office Procedures for the 21 st Century, 8e Burton and...

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