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Chapter

module 1 notes


Department
Management (MGT)
Course Code
MGTA35H3
Professor
Hugh Mac Donald

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Module 1 Introducing Business Communications Notes
How Is Business Communication Different?
•business communication uses specific formatting and style conventions to get the job done
•the best business communication meets your audience’s expectations—of medium, format, style, and tone—and achieves your
purpose(s), as efficiently and effectively as possible
What Does Business Communication Accomplish?
•business communications—oral, nonverbal, and written—go to both internal and external audiences
•internal audiences are other people in the same organization: subordinates, superiors, and peers
•external audiences are people outside the organization: customers, suppliers, unions, stockholders, potential employees,
government agencies, the press, and the general public
•business documents have 3 purposes: to inform, to request or persuade, and to build goodwill
What Communications Skills Are Integral to Business Success?
•workers rely on their listening, reading, speaking, interpersonal, and writing skills to get the job done
•listening, reading, speaking, writing, and working in groups are integral to doing business successfully
•business, government, and not-for-profit organizations—in fact, all organizations—depend on written messages
•people in organizations produce written documents for the record, to inform, request, or persuade
How Much Does Correspondence Cost?
•business correspondence is very expensive, and even more costly when it doesn’t work
•in many organizations, all external documents have to be approved before they go out
Poor Writing is Costly
•poor writing takes more time to read and interpret; it requires more time for revisions; and it confuses and irritates the reader
•it delays action while the reader requests more information, or tries to figure out the meaning
What Makes a Message Effective?
•an effective, reader-centred business message meets five criteria:
1. The message is clear: the writer chooses the facts—and the organization and language to convey those facts—that enable
the reader to get the meaning that the writer intended.
2. The message is concise: the write conveys maximum meaning using as few words as possible.
3. The message is comprehensive: the style, organization, and visual impact help the reader to read, understand, and act.
4. The message is complete: the reader has enough information to evaluate the message and act on it.
5. The message is correct: the information in the message is accurate and is free of errors in punctuation, spelling, grammar,
word order, and sentence structure.
The Benefits of Becoming a Better Writer
•good writing saves time, because well-written correspondence is easy to read and respond to
•it saves money, because effective writing increases the number of requests that are answered positively and promptly the first
time, and presents your point of view—to other people in your organization, to clients, customers, and suppliers, to government
agencies, and to the public—more persuasively
•good writing saves energy, because effective messages reduce misunderstandings that occur when reader has to supply missing
or unclear info, and because good writing clarifies the issues so that disagreements can surface and be resolved more quickly
•it builds goodwill, because it projects positive image of your firm and image of writer as knowledgeable, intelligent, and capable
How Do Effective Communicators Begin to Analyze Business Communication Situations?
•use the PAIBOC questions to analyze business communication problems
PWhat are your purposes in writing?
AWho is your audience?
IWhat information must your message include.
BWhat reasons or reader benefits can you use to support your position?
OWhat objections can you expect your readers to have?
CHow will the context affect the reader’s response?
Module Summary
•Although technology has transformed our expectations about where, when, and how we communicate, we continue to
communicate because of our innate need to make meaning.
•Business communication creates, promotes, sells, and delivers products, services, and information.
•In a business context, people write for the record, and to communicate with global audiences simultaneously and instantly.
•Business communication uses specific conventions of formatting, style, and medium.
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