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Chapter

A+ Notes: Module 1-3


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

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Module 1: Introducing Business Communication
Why do we communicate?
- to make meaning, express self, get work done, recognition
- technology changes how, when, where
- successful comm’n when (1) consider wanted results (2) adapt message to suit audience
How is Business Communication Different?
-time is money get message across clearly, efficiently
-global market makes comm’n more complicated
-good comm’n skills needed & sought after in workplace – persuasive, teamwork
What does Business Communication Accomplish?
- 3 purpose: inform, request or persuade, build goodwill
What Communication Skills is Integral to Success?
- listen, read, interpersonal (networking), writing, working in groups
How much will I really have to write?
-Myth: Assistants will do all the writing reduction of support staff, mgrs do their own writing
-literacy <-> higher employment & higher salaries
-Myth: use form letters & templates only for routine situations, higher positions face unique situations that
demand creative solutions & writing
-form letter: pre-written fill-in-the-blank letter designed for routine situations
-Myth: accountants/engineer don’t need to write required to write memos, emails, reports, instructions
- accountants earning more are expected to be analytical, good comm’n & interpersonal skills
- good writing skills <-> higher cognitive abilities (thinking, reading)
-Myth: use phone need things in writing to keep records, convey imprt info, make self visible
How much does Correspondence Cost?
-employees have to spend time writing & reading documents – costs $$$
- in many org’ns, document must be cycled & approved before going out to external
-poor writing costs time, effort, lost customers
- effective comm’n yields better relations = more profit
What Makes a Message Effective?
- Focus on the reader (5 criteria)
1. clear – facts, language, style that allows reader to understand intended meaning
2. concise – max. meaning w/ min words
3. comprehensive – style, organization, visual impact helps reader read, understand & act
4. complete – enough info for reader to evaluate & act
5. correct – info is accurate, message has correct spelling & grammar
Benefits of becoming a better writer:
- good writing saves time – easy to read & respond to
- saves $$$ - increases customer response rates, persuades for more funding
- saves energy – reduce misunderstandings, requests for clarification, understand issues right away so that
discrepancies can be solved
- builds goodwill – positive image of org’n and writer
How do effective communicators analyze business situations?
- consider the context
-What’s the point? – what info is communicated & why is it imprt?
-What’s my purpose? – what is intended results? how to make good impression? how to change
attitude/behaviour?
-Who’s my audience? – what are needs/wants? what do they know, what do they want to know?
-Where will comm’n happen? – what is best environment for max. meaning transfer? (ie. face-to-face to resolve
conflict, quiet space to read complex info)
-When will comm’n happen? – what is best time for max. absorption? how much time for presentation?
Think Creatively!

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