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Unformatted text preview: Business Communications
Kennesaw State University The ability to communicate ranks
first among personal qualities of
college graduates sought by
employers. National Association of Colleges and Employers. Unclear writing costs
U.S. business more than
Randall S. Hansen, Marketing News
Randall Just How Much is a Billion? A billion seconds ago it was 1959
A billion minutes ago Jesus was alive
A billion hours ago our ancestors were living
in the Stone Age
A billion days ago no one walked on the earth
on two feet
A billion dollars ago was only 8 hours and 20
minutes, at the rate our government is
spending it Communicating in Organizations
Formal communication network
- Downward communication
- Upward communication
- Horizontal communication
Informal communication network
External The Communication Process Sender (encoder)
Take action Channel (or Medium)
E-mail What is my Objective? Causes of Miscommunication Inferences The meeting participants were smiling.
The meeting participants were smiling; therefore, every
participant was satisfied with the outcome.
participant Word-meaning confusion
Information overload and timing
Listening Intercultural Differences
Being aware and sensitive Using appropriate language Interpreting non-verbal communication Valuing differences Writing for the
Business World “90% of
writing is half
Yogi Berra Writing Process
Determine purpose Analyze audience Organize thoughts Establish logical order Construct draft Edit and polish – (using 7 C’s) Organizing Your Thoughts
sequential thinkers - linear, logical
order Idea bubble
tangential thinkers – creative, burst of
ideas. Random, loosely connected
order Establishing a Logical Order
Priority Reverse priority Chronological Reverse chronological Comparison Spatial Edit and Polish…the
7 C’s Completeness Conciseness Clearness Courtesy Concreteness Character Correctness 1. Completeness
(All the facts) Who What Why How Where When 2. Clearness
Familiar words Technical jargon Readability (Fog Index) Familiar Words
“Would I say it this way in conversation”
The prudent avis which matutinally deserts the comfort
of its abode will ensure a vermiculate create.
Translation: The early bird catches the worm.
It is recommended that you should avoid shedding drops
of liquid secreted by lachrymal glands merely because
some lacteal fluid has been allowed to dissipate itself
upon the ground.
Translation: Don’t cry over spilled milk.
Scintillate, scintillate asteroid minific.
Translation: Twinkle, twinkle little star. Technical Jargon
“We are appreciably cognizant of
your esteemed order for ten
dozen computer disks.” 3. Concreteness
Be as precise as you can Clear mental pictures
No disagreeable mental pictures
Avoid sexist writing Clear Mental Pictures
Specific, concrete language, avoid
a few low nice slow many small high more several soon large very… very stupid very far very pretty Your passbook savings account will earn
the highest possible interest.
The majority of our stock holders voted
for the new plan.
You failed to enclose a check with your
order; therefore, it is impossible to send
you the merchandise.
When you schedule a meeting with a
businessman, be aware of the
importance of his time. Review
Illumination is required to be extinguished
on these premises after nightfall.
on My thinking has evolved to the significant
point where a concept has emerged.
point The majority of our shareholders voted for
the new plan.
the An employee will be promoted based on
his ability and seniority. 4. Correctness
Spelling Punctuation Grammatical
- dangling (or misplaced) modifiers
- parallel structure
- subject/verb agreement The old man’s last wish was that his $60
million fortune be divided equally
between Ray Manny and Andrea.
1. Where do the commas go?
2. What is the $$$ split among the survivors? Dangling Modifiers (Misplaced)
Smelling of liquor, the policeman arrested the
driver. Parallel Structure
Dr. Davis attended a meeting in the morning,
performing surgery at noon, and enjoyed the
ballet in the evening.
The purpose of the meeting was to communicate
personnel policies, encouragement of
participation in service training programs, and
introducing several new employees. Subject / Verb Agreement
Air Tran Airlines serve only customers in the
Everybody in the office have a two week
Always Singular Always Plural anyone, anybody, anything both each, either, every, everyone few everybody, everything many neither,nobody,nothing,someone several somebody, something 5. Conciseness
Say what you want to say in the
fewest possible words
Wordy expressions Useless repetition Trite phrases Trite words Use simple verbs to cut down
on wordiness: Take into consideration
Make an announcement
Bring to a conclusion
Conclude Remove “that” from your writing
Henry says that he is poor.
Henry says he is poor.
Jack hopes that he will win the race.
Jack hopes he will win the race.
The homeless will sleep anywhere that they can.
The homeless will sleep anywhere they can.
Bonnie is positive that she is right.
Bonnie is positive she is right. Why Say This:
At all times At the present time Due to the fact that First of all In the amount of In the neighborhood of Useless Repetition
true facts Past experience
exactly identical Audible to the ear
rectangular in shape Frown on her face
for the month of July Immediately and at once Permanent and lasting Trite Phrases Per your request
Enclosed please find
Think outside the box
We wish to say
At your earliest
convenience We wish to state
Kindly place your
We would like to
thank you for your
order 6. Courtesy
“It’s good business”…Michael Corleone
“You attitude” Positive words Positive Words
Please do not hesitate to call me when you
arrive in town.
arrive Positive – Please call me when you arrive in
town. You neglected to give the size so it is
impossible to fill your order.
impossible Positive – Please send us the size you need
and we will promptly fill your order.
and 7. Character
Combines all principles of effective
Never try to copy the writing style of
someone else…just doesn’t work. Tips for Clearer Writing
Keep sentences short (not choppy) Use action verbs, avoid the passive voice Write the way you talk – conversational Choose simple over complex - (KISS) Avoid unnecessary words Proof Reading
99.9% accurate…is it
good enough? If 99.9% is acceptable, then…
12 babies will be given to the wrong parents
each 22,000 checks will be deducted from the
wrong bank accounts in the next 60 minutes
wrong 107 incorrect medical procedures will be
performed by the end of today
performed 20,000 incorrect drug prescriptions will be
written in the next 12 months
written Now is the time for all
good men to come to the
the aid of there country. Fewer fatal failures are the
result of years of scientific
study combined with the
experience of years. ...
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This note was uploaded on 01/19/2012 for the course BISM 2100 taught by Professor Rhea during the Fall '08 term at Kennesaw.
- Fall '08