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Chapter 6 Building Communications Skills Building Communications Skills Examining the Communication Process Writing Effective Business Messages Preparing Written Communications Preparing Documents for Distribution Demonstrating Ethics in Writing International Correspondence Office Procedures for the 21st Century, 8e Burton and Shelton 2 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Examining the Communication Process Communication methods Verbal Interactive Mobile Instant Written Nonverbal Nonverbal clues most effective method Office Procedures for the 21st Century, 8e Burton and Shelton 3 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. 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 Office Procedures for the 21st Century, 8e Burton and Shelton 4 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. 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 Office Procedures for the 21st Century, 8e Burton and Shelton 5 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Mispronounced Words and Phrases Acrosst Bidness Close Fedral Idn’t Jist Off Ten Probly Wadn’t Office Procedures for the 21st Century, 8e Burton and Shelton Across Business Clothes Federal Isn’t Just Often Probably Wasn’t 6 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Nonverbal Communication Image Personal space Eye contact Posture Facial expressions Office Procedures for the 21st Century, 8e Burton and Shelton 7 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. 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 Office Procedures for the 21st Century, 8e Burton and Shelton 8 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Overcoming Barriers to Communication Missing the meaning Differing interpretations Using unfamiliar words Emotional or physical detractions Not listening Office Procedures for the 21st Century, 8e Burton and Shelton 9 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. 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 Office Procedures for the 21st Century, 8e Burton and Shelton 10 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. 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 Office Procedures for the 21st Century, 8e Burton and Shelton 11 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. 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 Office Procedures for the 21st Century, 8e Burton and Shelton 12 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Writing Effective Business Messages Know your purpose (continued) To inform To create understanding To accept an idea To stimulate thought To cause action Make other points secondary to main point Office Procedures for the 21st Century, 8e Burton and Shelton 13 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Writing Effective Business Messages (continued) 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…? Office Procedures for the 21st Century, 8e Burton and Shelton 14 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Writing Effective Business Messages (continued) 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 Office Procedures for the 21st Century, 8e Burton and Shelton 15 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Writing Effective Business Messages (continued) Convey a meaningful message Completeness Correctness Coherence Conciseness Clearness Courtesy Office Procedures for the 21st Century, 8e Burton and Shelton 16 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Writing Effective Business Messages (continued) Reflect a positive, sincere, appropriate tone Be courteous and tactful Do not write sentences that include negative words Office Procedures for the 21st Century, 8e Burton and Shelton 17 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Writing Effective Business Messages (continued) 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 Office Procedures for the 21st Century, 8e Burton and Shelton 18 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Preparing Written Communication Writing letters for your manager’s signature Routine letters Letter formats E-mail memorandums Informational reports Other forms of communication Office Procedures for the 21st Century, 8e Burton and Shelton 19 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. 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 Office Procedures for the 21st Century, 8e Burton and Shelton 20 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Preparing Written Communication (continued) Routine letters Appointments Routine requests, inquiries, orders Routine replies Acknowledgments Cover letters Follow-up letters Appreciation letters Office Procedures for the 21st Century, 8e Burton and Shelton 21 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Preparing Written Communication (continued) Letter formats Full-block letter style Modified-block letter style Punctuation style Mixed Open Office Procedures for the 21st Century, 8e Burton and Shelton 22 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Preparing Written Communication (continued) 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 Office Procedures for the 21st Century, 8e Burton and Shelton 23 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Preparing Written Communication (continued) 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 Office Procedures for the 21st Century, 8e Burton and Shelton 24 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Preparing Written Communication (continued) 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 Office Procedures for the 21st Century, 8e Burton and Shelton 25 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Preparing Written Communication (continued) 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? Office Procedures for the 21st Century, 8e Burton and Shelton 26 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Preparing Written Communication (continued) Trip reports Progress reports Periodic reports Investigative reports Other forms of communication MySpace Facebook Twitter LinkedIn Office Procedures for the 21st Century, 8e Burton and Shelton 27 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Preparing Written Communication (continued) 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 Office Procedures for the 21st Century, 8e Burton and Shelton 28 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. 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 Office Procedures for the 21st Century, 8e Burton and Shelton 29 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Proofreading Documents for Distribution (continued) Double-check outgoing documents Check facts and figures Check format Check for completeness and meaning Check mechanics Office Procedures for the 21st Century, 8e Burton and Shelton 30 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. 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 Office Procedures for the 21st Century, 8e Burton and Shelton 31 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Preparing Documents for Your Manager’s Signature (continued) 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 Office Procedures for the 21st Century, 8e Burton and Shelton 32 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. 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 Office Procedures for the 21st Century, 8e Burton and Shelton 33 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Preparing Documents for Your Manager’s Signature (continued) 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 Office Procedures for the 21st Century, 8e Burton and Shelton 34 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. 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 Office Procedures for the 21st Century, 8e Burton and Shelton 35 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. 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 Office Procedures for the 21st Century, 8e Burton and Shelton 36 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. 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 Office Procedures for the 21st Century, 8e Burton and Shelton 37 © 2011 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.
