COM300 Chp 1 and 10

Workplace Writing: Planning, Packaging, and Perfecting Communication, 1st ed.

Chapters 1 and 10

Steven M. Gerson

Sharon J. Gerson


Chapter 1: Communicating in the Workplace

Steven M. Gerson

Sharon J. Gerson

Workplace Writing, 1st EditionGerson and Gerson

© 2010 Pearson Higher Education,Upper Saddle River, NJ 07458. • All Rights

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Chapter 1: Communicating in the Workplace

This chapter discusses the following: The purposes and importance of workplace

communication. Internal and external communication in a business. Effective communication to management, co-workers,

and subordinates in a business.



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This chapter discusses the following (cont.):

The appropriate formal or informal tone when writing or speaking.

Recognition of your communication style. The communication channels. Trends in the modern workplace. Ethical strategies for your oral and written workplace

communication. The P3 process for effective communication.



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Dr. Manuel “Buddy” Ramos, senior client executive for CIBER, Inc.

Buddy’s job is to help people implement new software solutions for their business operations. To accomplish this task, he

• Uses multiple technologies and communication channels (Internet research tools, intranet e-mail systems, and cell phone teleconferencing abilities)

• Writes long proposals to customers, follow-up letters, and short reports to co-workers

• Solves end-user problems• Understands different cultures• Works collaboratively with management, customers, vendors, and

team membersHow does Buddy meet

his communication challenges?



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Workplace communication—for and about business and industry

The focus—writing that conveys how products and services are manufactured marketed managed delivered used

The Purpose of Workplace Communication



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The audience—supervisors, colleagues, subordinates, vendors, and customers

The types—memos, letters, reports, e-mail, manuals, brochures, fliers, Web sites, proposals, and more

The Purpose of Workplace Communication



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The Importance of Workplace Communication

Operating a Business Using Time Costing Money Building Interpersonal and Business

Relationships Developing Corporate Image and

Accountability



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Importance—Business

Workplace communication helps you find jobs and operate a business: Follow-up letters maintain good customer-client relations. Memos and e-mail ensure that work is accomplished on

time. Progress reports provide documentation that work has

been completed. Brochures and fliers generate income.



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Importance—Business (cont.)

Workplace communication helps you find jobs and operate a business: Manuals keep machinery working. Resumes get you a job. Web sites inform the world about your

company’s products and services.



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Importance—Time

You will spend around 30 percent of your work time writing.



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Importance—Time (cont.)

43 percent of the respondents spend between 11 and 30 percent of their time writing. Another 26 percent spend between 31 and 50 percent of their time writing. The overall average is 31%.

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Importance—Money

Cost of correspondence—$20 per letter Percentage of salary—what’s 30 percent of

your pay? Generating income—how much money will

your sales letter or Web site earn the company?



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Internal and External Communication



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Formal and Informal Tone

Level of Detail and Tone Appropriate for Management

Audience Immediate Supervisor

Upper-level Management

CEO

Knowledge of Subject Matter

High Low Lowest

Appropriate Tone

Informal More Formal Most Formal

Level of Detail

High Low Lowest



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Level of Detail and Tone Appropriate for Lateral Communication

Audience Coworkers within Department

Coworkers in Other Departments


High Low

Appropriate Tone Informal Informal

Level of Detail Low High



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Level of Detail and Tone Appropriate for Subordinates

Audience Long-term Subordinates New-hire Subordinates


High Low

Appropriate Tone Informal Informal

Level of Detail Low High



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What’s Your Communication Style?

Characteristics of Communication Styles(adapted from Sherman, 2001)

Characteristics Aggressive Passive AssertiveMottoes and Beliefs “Everyone should be like me.”

“I am never wrong.”“Don’t make waves.”“Don’t disagree.”

“I have rights, and so do others.”

Communication Style Close mindedPoor listener

Always agreesHesitant

Active listenerStates ideas directly

Characteristics Domineering Bullying

ApologeticDoes not express self

ConfidentNon-judgmental

Behavior Puts others downBossy

Asks permission unnecessarilyA fence sitter

FirmAction oriented

Non-verbal Cues Points with jabbing fingerFrowns

Looks downSlouches

Direct eye contactConfident and relaxed posture

Verbal Cues “Don’t ask why. Just do it.”Verbal abuse

“I’ll try to do what you suggest. . . .” “I choose to . . . .”“What are my options?”

Confrontation and Problem Solving

Must win argumentsThreatens

Avoids or postpones Needs supervision

NegotiatesConfronts problems when they

occur

Feelings Felt AngerHostility

Powerlessness Enthusiasm Well being

Effects Wastes time and energy micromanaging

Provokes others

Loses self esteemBuilds dependent relationships

Achieves self esteem and confidence



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Communication Channels

Communication Channels

Written Communication Channels Oral Communication Channels

E-mail Memos Letters Reports Proposals Fliers Brochures Faxes Internet Web sites Intranet Web sites Extranet Web sites Instant Messaging Blogging Job information (resumes, letters of application, follow-

up letters, interviews)

Leading meetings Conducting interviews Making sales calls Managing others Participating in teleconferences and videoconferences Facilitating training sessions Participating in collaborative team projects Providing customer service Making telephone calls Leaving voice mail messages Making presentations at conferences or to civic

organizations Participating in interpersonal communication at work Conducting performance reviews



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Trends in the Modern Workplace

• Technology

• Globalization

• Changing Workplace

• Career Changes



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Technology

Groupware includes the following types of hardware and software: Webinars, listservs, chat systems, message and

discussion boards, videoconferences, and teleconferences.

Digital Dashboards and Microsoft Outlook’s electronic calendaring.

Instant messaging, e-mail, blogs, intranets and extranets, and wikis.



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Technology (cont.)

Wikis (electronic, open-source, Internet-based tools to aid collaborative writing).

See these sites for examples of Wikis: www.wikispaces.com www.pbwiki.com

http://www.wikispaces.com/

http://www.pbwiki.com/



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Ethics

Post Enron, IMclone, and Adelphia, ethics in communication have never been more important.

Effective workplace communication must focus on Legalities Practicalities Ethicalities



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Ethics (cont.)

Follow the Society for Technical Communication’s (STC) six guidelines for writing ethically, as follows:



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Ethics (cont.)

1. Use language and visuals with precision. (Clarity)

2. Prefer simple, direct expressions of ideas. (Conciseness)

3. Satisfy the audience’s need for information, not your own need for self expression. (Clarity and Conciseness)



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Ethics (cont.)

4. Hold yourself responsible for how well the audience understands the message. (Clarity)

5. Respect the work of colleagues. (Focusing on Confidentiality, Courtesy, and Copyright laws)

6. Strive continually to improve your professional competence. Promote a climate that encourages the exercise of professional judgment.



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The P3 Process



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The P3 Communication ProcessPlanning Packaging Perfecting

Determine your goals

Consider your audience

Choose the communication channel

Gather your data

Organize the draft according to some logical sequence

Format the content to allow for ease of access

Factor in the impact of technology

Revise o Add missing detailso Delete wordinesso Simplify word usage o Enhance the tone of

your communicationo Reformat your text for

ease of accesso Proofreado Correct errors



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Meeting Workplace Communication Challenges

Use the end-of-chapter activities to apply chapter principles individually and in groups.


Chapter 10: Traditional Correspondence—Memos and Letters

Steven M. Gerson

Sharon J. Gerson



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Chapter 10: Traditional Correspondence—Memos and Letters

This chapter discusses the following: The differences between memos and letters. All-purpose templates to write memos and letters. Different types of routine messages, including the following:

Inquiry Cover (Transmittal) Response 100 percent Yes Adjustment Order Confirmation Recommendation Thank You



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Kim Suzaki, financial planner with GMM&J

Kim’s ongoing challenge is to communicate effectively with a

variety of clients principals in his firm who review his work other professionals such as the clients’ CPAs

and attorneys

Kim helps his clients with tax planning retirement planning estate planning adequacy of insurance education planning for clients

How does Kim meet his communication

challenges?



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What Are the Differences?

Destination

Format

Audience

Topic

Tone

Attachments or Enclosures

Delivery Time

Security

Memos and Letters differ in these ways:



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Memos

Purposes Internal correspondence within a company To inform, persuade, instruct, and build rapport



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Memos (cont.)

Audiences A wide range of readers, including your

supervisors, co-workers, subordinates, and multiple combinations of these audiences



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Memos (cont.)

Criteria for effective memos Subject Line Introduction Discussion Conclusion Style Grammar



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Memos (cont.)

Subject Line First line of communication Includes a topic and a focus

Example:

Subject: Request for Month-end Expenditures

TopicFocus



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Memos (cont.)

Introduction Explain why you are writing. Tell what you are writing about.

Example:

To help me complete my monthly budget report, please send me a copy of your month-end expenditures.

Why you are writing

What you are writing about



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Memos (cont.)

Discussion Explain exactly what you want. Itemize your needs for easy access.

Example:

Be sure to include the following expenses:

• Mileage

• Food

• Hotel room charges

What exactly



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Memos (cont.)

Conclusion Tell what’s next

When you expect a follow-up Why that date is important

Example:

Please send your month-end expenditures by Wednesday at 3:00 p.m. This will allow me to complete the budget report by John’s deadline.

When

Why



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Memos (cont.)

Memo Style Generally more casual than letters. Memos are internal

correspondence written to people with whom you work. Determined by audience, topic, and purpose

A memo written up to management might be more formal than one written laterally to co-workers.

A memo written to deny a raise request would be more formal and less friendly than a memo written to report a promotion.



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Memos (cont.)

Grammar All workplace communication must be

grammatically correct, regardless of audience, purpose, or topic.



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Letters

Letters are external correspondence (unlike memos, which are internal).

Letters reflect your communication abilities. Letters reflect your company’s professionalism.



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Letter Components

Essential Components Writer’s address Date Inside address (reader’s address) Salutation Letter body Complimentary close Signed name Typed name



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Letter Components (cont.)

Optional components Subject line New page notations Writer’s and typist’s Initials Enclosure notation Copy notation



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Letter Wizards and Templates

Wizards allow you to fill in blank fields to help you with your letter’s format and content.

Templates provide already-designed formats for “Contemporary Letters,” “Elegant Letters,” and “Professional Letters.”



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Letter Formats

Full Block Format Type all information at the left margin—no indentations.

Modified Block Format Indent paragraphs.

Simplified Format Type all information at the left margin—no indentations. Omit the salutation. Include a subject line. Omit the complimentary close.



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Criteria for Different Types of Letters

Learn how to write Inquiry Response Cover (Transmittal) 100 percent Yes Adjustment Order Confirmation Recommendation Thank You



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Letters of Inquiry

Letters of Inquiry allow you to ask questions. To write a Letter of Inquiry, provide an

Introduction Body Conclusion



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Letters of Inquiry (cont.)

Introduction Tell what you are writing about. Tell why you are writing.

Example:

My daughter will marry on December 20. To plan this wedding, I need answers to the following questions:

Why you are writing




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Body Specify your requests. Itemize (when possible) for easy access.

If you itemize, be sure the points are grammatically parallel.

Example:

• Can you provide vegetarian meals?

• Can the room seat 150 people?

• Does the cost of the meal include red and white wine?



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Conclusion Tell when you need answers. Tell why that date is important.

Example:

Please answer by September 15. I need to book the band and send invitations before October 1. Thank you for your help.

When

When



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Cover Letters

Cover Letters preface attachments. To write a Cover Letter, provide an

Introduction Body Conclusion



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Cover Letters (cont.)

Introduction Tell why you are writing. Tell what you are writing about.

Example:

In response to your request, attached is the first quarter budget report.

Why

What



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Body Specify what is within the attachment of special interest to your

reader. Itemize (when possible) for easy access.

If you itemize, be sure the points are grammatically parallel.

Example:

Of special interest, the attachment contains the following:

• Rental car expenditures . . . p. 2

• Machinery upgrade costs . . . p. 5

• Maintenance fees . . . p. 7

Page #s can help your reader find the information more easily.



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Conclusion Provide desired follow-up action

Tell if you plan or need a response. Tell when you plan or need a response.

Example:

Please review the budget report and give me the approval for a go-ahead. My deadline to secure the machinery upgrade costs is February 12.

What follow-up is needed

When follow-up is needed



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Response Letters

Response Letters provide information, details, or answers to a request.

To write a Response Letter, provide an Introduction Body Conclusion



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Response Letters (cont.)

Introduction Tell why you are writing. Tell what you are writing about.

Example:

I enjoyed speaking to you this morning, Gary. As promised, I am sending you materials regarding the Regional Council’s City Training Institute. Why

What



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Body Provide details or explanations needed to answer the

inquiry Itemize (when possible) for easy access.

Times Types of activities Enrollment periods

Dates Discounts Enclosures

Amounts of people Costs Technology or equipment



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Conclusion End your letter of response in an upbeat and

friendly tone. Include your contact information (e-mail, phone

number, address). Example:

Thank you for your interest in the CTI. You can reach me at 1-800-555-1212 or e-mail me at [email protected].



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Adjustment Letters—100 percent Yes Letters

100 percent Yes Adjustment Letters are like Good-News Letters.

To write 100 percent Yes Letters, provide an Introduction Body Conclusion



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Adjustment Letters—100 percent Yes Letters (cont.)

Introduction The point is good news, so get to the point.

Tell why you are writing—in response to a complaint Tell what you are writing about—to agree with the reader’s

request.

Example:

Thank you for writing about your inoperable printer. We are happy to fix the equipment at no charge.

Why you are writing




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Body Explain what happened. Explain how the problem could be avoided in

the future.

Example:

The printer you purchased was not compatible with your laptop. Our sales staff should have known this. Future training will avoid this problem. All you need is a new Pz123 cable. We’re sorry for the inconvenience.



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Conclusion End upbeat. Resell for future customer satisfaction.

Example:

The new cable will be shipped to your delivery address. We have enclosed a 10% discount card for any future purchases. Thank you for your patience and your continued patronage of our store.



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Order Letters

Order Letters provide you documentation for your order.

To write an Order Letter, provide an Introduction Body Conclusion



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Order Letters (cont.)

Introduction Reason for placing the order—to meet holiday

demands, upgrade office equipment, or maintain inventories, for example.

Authorization for placing the order. Method of delivery—FedEx, UPS, overnight, mail,

express delivery, and so on. Source of item information, such as a catalog or

sales brochure.



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Discussion A sentence lead-in. An itemized listing of the order. Precise details, including costs, sizes, shapes,

colors, materials, descriptions, or titles.

Use a table to make the details

of your order accessible.



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Conclusion Date needed by. Method of payment. Contact information, such as telephone number, e-

mail address, or fax number. Positive close, such as “Thank you for your help.”



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Confirmation Letters

In business, letters represent an official contract. Often, when clients and vendors make arrangements for the purchase of services or products, a letter of confirmation must be written. This confirmation letter verifies the details of the agreement.



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Confirmation Letters (cont.)

Introduction State the context of the letter so that the reader can

relate to the discussion.

Example

In response to your request, this letter confirms our discussion from last week. Below I summarize the agreement we reached regarding the training services your company will provide and the fees contracted.



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Discussion Clarify the details of the agreement, including

Dates Makes/models/serial numbers Locations Retainer fees Times Personnel and certification requirements Audiovisual equipment Length of agreement Costs Menus and decorations Parking Room setup



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Conclusion Tell the reader what to do next. Include a request for signature, payment due dates,

or method of payment.



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Recommendation Letters

Do’s and Don’ts of Recommendation LettersDo’s Don’ts

Agree to write the letter only if you can be supportive

Request a current resume Obtain information about the position,

scholarship, or award the person is applying for

Write the letter with that specific position in mind

Study any information about the person to avoid omissions

Keep your letter to a reasonable length of one to two pages

Avoid writing if you feel the candidate is weak

Avoid writing if you cannot be positive Avoid writing letters longer than one page Avoid writing these letters if you have only

vague memories of the person’s work Avoid writing a reference letter if you

cannot also talk with confidence about the person to the interviewer



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Thank-You Letters

The articles you sent on April 2, “How Do I Become a Game Designer?” from GameDesignX , and “I Really Like Games—How Do I Get a Job as a Game Designer” from Obscure Productions are informative.

The information is very helpful for the following reasons:1. Both explain types of designers.2. The GameDesignX article tells about education needed.3. The Obscure Productions’ article has an excellent list of references.

Thank you for your time and for sending me the articles. Your kindness in responding has helped provide me focus in my career search.

Introduction

Body

Conclusion



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Meeting Workplace Communication Challenges

Use the end-of-chapter activities to apply chapter principles individually and in groups.

COM300 Chp 1 and 10

Education

left marginno

upper saddle

subject matterhighlowappropriate

adjustment

workplace

writing aboutworkplace

budget report

memo written