Communication in Organisations

1. Communication in Organisations SITXADM003 A Write Business Documents Session 8 Determine Document Requirements

2. Learning outcomes At the end of the subject, you will be able to: • Determine document requirements, conduct research • Prepare documents and follow up documents • prepare and produce a range of business documents expressing complex ideas and requiring varying and complex formats, e.g. formal reports.

3. Reference Text book • Dwyer Judith 2009, The Business Communication Handbook, 8th edn, Prentice Hall, NSW. • Research – Chapter 12 • Business documents – Chapter 14 to 18 • Graphics – Chapter 20

4. Assessments • KBT • Project • Practical demonstrations

5. How technology has changed the way we communicate… Discuss: • The pros and cons • Different ways of written Communication • What are available for researching information?

6. Types of Business Letters • Discuss the variety of business letters • Purpose of business letters • Specialist assistance • facts and information • instructions • formats and designs • legal or financial advice • further sources of information and specialist advice. • READ Dwyer, J. 2009 Chapters 15,16,17,18,19

7. Seven C’s of Business Letter • Clear • Concise • Correct • Courteous • Conversational • Convincing • Complete

8. Basic things to keep in mind:1. Business letters are different • It should be: • Crisp and succinct • To the point, specific and accurate • First impression • When it’s less formal, MUST still adhered to conventional standard English (spelling and grammar) • Know your audience is critical. It helps to decide whether to be formal or less formal when writing.

9. Pronouns Active versus Passive Voice • Personal pronouns is important in letters and memos. • When use ‘we’ on company stationary, it commits your company to what you have written. Be aware! • Your statement or opinion – use ‘I’; • Company policy – use ‘we’

10. Pronouns Active versus Passive Voice (cont) • Try to avoid using passive voice if possible. It often makes letters: • Examples: • PASSIVE: It was discovered that the salary totals were incorrect. [Who discovered it?] • ACTIVE: The Accounting Department …

11. Focus and Specificity • Clarity can be achieved with conciseness. • Don’t be too concise that your become blunt. • Terminology and concepts related to the field are encouraged. • Use to show your specific knowledge and experience.

12. Focus and Specificity (cont) • Make a short list and outline can facilitate drafting a effective piece of writing. • Think of your purpose. • List these requirements. • Identify answers and objectives.

13. Letter Writing Tips “If you can’t make your point in one page or less, you aren’t ready to write the letter” • People do not like to read beyond the first page • E.g. Reagan • Detailed information can be relegated to attachments

14. Layout of Business Letter

15. Layout of Business Letter (cont) The Letter Head should be in BOLD, includes: • Company name • Postal and email address • Telephone number and Fax • May include: • Reference (our ref. or your ref.) • Telephone extension

16. Layout of Business Letter (cont) • The Date: • Place between the letter head and the inside address. • 2 lines above and below. • Do not use numerals such as 20/11/05.

17. Layout of Business Letter (cont) • The Inside Address: • Intended reader’s address. • Place 2 lines below the date. • Attention Line (IF Applicable): • The specific person who is to attend to your letter. • Place 2 lines below the inside address.

18. Layout of Business Letter (cont) • Greeting/ Salutation: • Place 2 lines below the inside address (or attention line). • Use receiver’s name if you know, if not use dear sir or dear madam. • If you know the person well enough, use his/her first name, other wise use Mr, Miss, Mrs etc. …

19. Layout of Business Letter (cont) • Subject Line: • Place 1 line under the greeting. • Identify the letters subject or purpose. • No more than 10 words.

20. Layout of Business Letter (cont) • Body of the letter: • Place 2 line under your subject line. • Always has 3 parts: Beginning, Middle and End • Beginning: Has 2 purposes. • Middle: Contains material appropriate to its purpose and should prompt the reader to response. • End: Has 2 purposes.

21. Layout of Business Letter (cont) • Complimentary Close: • 2 lines below the courteous close included in your ending. • Should match the form of address used in the greeting. E.g. ‘Dear Sir, close with ‘Yours faithfully’. • Traditional rule, use ‘Yours faithfully’ when you do not know the receiver’s name; use ‘Yours sincerely’ when you know their name.

22. Layout of Business Letter (cont) • Signature Block: • 3 lines under the complimentary close. • Includes the writer’s signature. • May be appropriate to place the position or job title underneath the signature and typewritten name.

23. Types of Layout • Full Blocked Layout with Centred Letter Head • Modified Block Layout • Punctuation Styles • Open style • Mixed style

24. Planning the business letter • Decide on the purpose of the letter • Decide on what you want to say • Note down all the ideas in point form • Order these ides in a sequence appropriate to the style of the letter • Write the first draft using plain English • Read the letter to ensure you have achieved your purpose • Rewrite if necessary

25. Ten common errors to avoid • Obscure, very technical words • Very long sentences and paragraphs • Long section of text • Casual, over-familiar tone • A structure unsuited to the letter’s purpose • Insincere expressions • Negative sounding expressions • Introducing new ideas in the closing paragraphs • A closing that does not state what is required • An untidy format

26. Using Plain English • Avoiding overused business letter phrases • Business letter writing checklist • http://www.utdallas.edu/career/students/preparation/documents/LetterWritingChecklist.pdf for a CV cover letter checklist

27. Learning activities • In groups – Research a “Business Document” and ascertain HOW and WHY that document would be used. E.g. • reports • newsletters • submissions • proposals • project reviews • web pages • client databases • tenders • complex letters • project briefs • business and operational plans. • Write a letter on behalf of the ASTHM to a supplier to enquire quotes for kitchen equipment.

28. Your Audience may include: • colleagues • customers • clients • suppliers • government or business personnel • legal or professional bodies • general public.