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COMMUNICATIONS SKILLS

COMMUNICATIONS SKILLS. Instructor: Fatima Naseem Lecture # 08 fatima.naseem@uettaxila.edu.pk http://web.uettaxila.edu.pk/CMS/AUT2010/cpComSbs/index.asp. Chapter # 06. The Process Of Preparing Effective Business Messages. Overview. Five Planning Steps Identify your purpose

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COMMUNICATIONS SKILLS

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  1. COMMUNICATIONS SKILLS Instructor: Fatima Naseem Lecture # 08 fatima.naseem@uettaxila.edu.pk http://web.uettaxila.edu.pk/CMS/AUT2010/cpComSbs/index.asp

  2. Chapter # 06 The Process Of Preparing Effective Business Messages

  3. Overview • Five Planning Steps • Identify your purpose • Analyze your audience • Choose your ideas • Collect your data • Organize your message • Basic Organizational Plans • Direct (Deductive) Approach • Indirect (Inductive) Approach • Beginnings and Endings • Opening and Closing Paragraphs • Composing the message • Drafting/ Revising/ Editing

  4. Five Planning Steps • Identify your purpose • Analyze your audience • Choose your ideas • Collect your data • Organize your message

  5. Identify Your Purpose • The objective of your message is twofold; the purpose of your message and to create the goodwill • Your message can be informational, persuasive or negotiation

  6. Analyze Your Audience • See your message from receivers point of view • Be very careful while communicating with foreigners, for they have different culture • Have some pre-knowledge of the receiver • Be very specific about the salutation, names, initials, their basic cultural rules • Try to see the person as a member of a group like a business person or a professional, a new or long time customer etc

  7. Choose Your Ideas • With your purpose and receiver in mind, choose your ideas for message • Ideas depend on the type of message, situation, cultural context • If you are answering to someone's letter highlight all queries and write them in short form and reply them • If message is complex do some brain storming and write all ideas • Then select ideas appropriate for your message

  8. Collect Your Data • Collect the data to support your ideas • Be sure you are aware of your company's policies and procedures if your meassage requires them • Be careful about the facts, figures, dates, time, names, titles, addresses etc. • Check for the precision of your data

  9. Organize your message • Before writing your first draft outline your organization of message orally or write it roughly. • Organization may be direct or indirect

  10. Basic Organizational Plans

  11. Basic Organizational Plans • The choice of organizational plan depends on your receiver, his/her knowledge of topic and situation, his/her cultural conventions etc. • Generally for letters & memos there are four basic organizational plans: • Direct-Request • Good News • Bad News • Persuasive-Request • All these are flexible guides and not hard & fast rules

  12. Direct (Deductive) Approach • Used when audience is receptive • Begin with main idea or good news • Include good news and direct request plans • Three parts: • Main idea • Explanation • Courteous close • See checklist 6.1 for differences and similarities between the two types

  13. Indirect (Inductive) Approach • When resistance to message is expected • Includes bad news and persuasive messages • Main idea not presented first • Buffer: a relevant pleasant, neutral or receiver benefit statement • In this message a buffer is introduced • See check list 6.1

  14. Beginnings and Endings

  15. Beginnings and Endings • Two most important positions in a business messages are opening and closing • As said: “First impression is the last impression” And “We remember best what we read last” • Whenever possible put the main idea in beginning and endings

  16. Opening Paragraphs • Choose opening appropriate for message purpose and reader • Main idea first(request, good news, announcements) • Buffer first (refusal or bad news) • Attention getting statements first (persuasive) • Make the opening considerate, courteous, Concise, Clear • Check for Completeness • See checklist 6.3

  17. Closing Paragraphs • Make action request clear and complete with the Five Ws and the H • What and who? • How and where? • When and why? • End on a positive courteous thought • Include any apologies before last paragraphs(if applicable) • Be friendly • Show appreciation • Occasionally add a personal note • Keep Last Paragraph Concise and Correct • See checklist 6.4

  18. Composing The Message

  19. Drafting Your Message • Your first draft is always raw • You prepare first draft according to your organizational plan either circular or linear • Now you have to refine it by revision and proofreading

  20. Revising Your Message • Means adding necessary data and deleting unnecessary material • Make sure points are adequately supported • Check your organizational support • Review your language

  21. Editing and Proof Reading • Make sure your documents have no mistakes in grammar, spellings, punctuations or word choice • See for typographical errors • Read aloud • Specially for foreign language

  22. Any Questions ?

  23. Next presentation on 8th December • Make sure its of 5 minutes only for each group • Quiz of chapter 6 & 16 on 15th December

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