Business Communication: Messages, Reports, and Presentations
Types of Messages
Routine Requests
Messages that assume a request will be granted quickly and willingly, without persuasion, are called routine requests.
Acknowledgment Messages
After a customer places an order online, a company must send a document that indicates an order has been received and is being processed. This type of message is called an acknowledgment message.
Credit Messages
When writing deductively and extending credit, follow these guidelines:
- State the good news first.
- Explain the reasons for the decision.
- Present any negative information.
- End with a courteous close.
Instruction Messages
When writing instructions that require more than a few simple steps, follow these guidelines:
- Organize the steps logically.
- Use numbered or bulleted lists.
- Include visuals if necessary.
- Provide clear and concise language.
Bad News Messages
Presenting bad news in the first sentence of a message is likely to generate a negative reaction.
Placing a refusal in the first sentence can be justified for several reasons, except when the message is the first response to an initial message.
Appropriate techniques to cushion bad-news statements include using the passive voice, general terms, and abstract nouns.
Counterproposals
All of the following statements are true about counterproposals, except:
- Most ideas in the counterproposal or silver lining statement seem superficial or minimize the recipient’s situation.
Fair Credit Reporting Act
The federal law that provides consumers the right to know the nature of the information in their credit file and gives them other protections when they apply for or are denied credit is the Fair Credit Reporting Act.
Communicating Sensitive Information
Timeliness minimizes damage caused by rumors and gives employees the concern and respect they deserve.
The most effective channel for communicating sensitive and official information is a printed memo.
In the decision to communicate about negatives, the primary consideration is intent.
Credit Denials
In credit denials, as in other types of refusals, the major portion of the message should be an explanation for the denial.
Legal and ethical considerations avoid corrective language that might insult, belittle, or offend.
Neutral-News Messages
Messages that are of interest to the receiver but are not likely to generate an emotional reaction are referred to as neutral-news messages.
Written Documents in Business
Companies use written documents to communicate information such as:
- Company policies and procedures
- Product information
Deductive Pattern
Advantages of the deductive pattern include:
- Saves the reader’s time
- Sets a proper frame of mind
- Reduces frustration
Appreciation Messages
For appreciation messages to have full potential value, use strong language.
Apologies
A well-written apology will usually be received favorably.
Requests for Adjustments
Requests for adjustments can be divided into two groups: persuasive claims and routine claims.
Persuasive Messages
The central selling point should be introduced early and reinforced throughout the message.
The steps in creating a persuasive message include:
- Attention
- Interest
- Desire
- Action
Routine Claims
Claim messages are often routine because the basis for the claim is a guarantee or some other assurance that an adjustment will be made without the need for persuasion. However, when an immediate remedy is doubtful, persuasion is necessary.
Requests for Information
If a message inviting respondents to complete a questionnaire is written carelessly, the number of responses might be insufficient.
Memos and Email
The majority of memos are of a routine nature and essential for the day-to-day operation of the business. In many organizations, such matters are handled through the use of email rather than paper memos.
Types of Reports
Analytical Reports
An analytical report presents suggested solutions to problems.
Informal Reports
An informal report is usually a short message written in natural or personal language, such as internal memos.
Statement of Purpose
A statement of purpose is the goal of the study; it includes the aims or objectives the researcher hopes to accomplish.
Normative Survey Research
Normative survey research is research to determine the status of something at a specific time.
Informational Reports
An informational report carries objective information from one area of an organization to another.
Procedures (Methodology)
Procedures (or methodology) are the steps a writer takes in preparing a report; often recorded as part of the written report.
Reliability
Reliability is the level of consistency or stability over time or over independent samples.
Report Writing Techniques
Transition Sentences
While transition sentences are helpful if properly used, they can be overused.
Headings
Headings are signposts that direct the receiver from one section of the document to another.
Communication Technologies
Voice Mail
Voice mail technology allows flexibility in staying in touch without the aid of a computer and reduces telephone tag.
Inductive Paragraph
An inductive paragraph is a paragraph in which the topic sentence follows the details.
Netiquette
Proper behavior on the Internet is called netiquette.
Social Networking Sites
Social networking sites such as Facebook and MySpace are also common sources of viruses and spyware.
Intranet
A web platform for distributing information to employees at numerous locations is an intranet.
An advantage of email is that it reduces telephone bills and minimizes time barriers.
A disadvantage of email is that it can be used to send junk mail and unsolicited advertising messages.
Weblog/Blog
A weblog/blog is a type of online journal where the author does not allow visitors to change the original content.
Web Content
When composing appropriate web content, you should:
- Use headings and subheadings to organize information.
- Use bulleted or numbered lists to present key points.
- Include visuals to enhance understanding.
Visual Enhancements
Visual enhancements to improve readability include:
- Headings and subheadings
- Bulleted or numbered lists
- Visuals such as charts, graphs, and images
Persuasive Messages
Persuasion
The ability of a sender to influence others to accept his or her view is considered persuasion.
AIDA Model
The AIDA persuasive model consists of four basic steps:
- Gaining attention
- Generating interest
- Creating desire
- Motivating action
Central Selling Point
The primary appeal on which a persuasive message focuses is the central selling point.
Knowing the Receiver
When trying to get to know the receiver, ask yourself questions such as:
- What are the receiver’s needs and interests?
- What are the receiver’s expectations?
- What is the receiver’s level of understanding?
Research Methods
Sampling
A survey technique that eliminates the need for questioning 100 percent of the population is known as sampling.
Experimental Research
Experimental research involves very careful recordkeeping.
Search Engines
Cataloged databases, such as Yahoo, HotBot, Google, and Bing, are known as search engines.
Report Flow
Reports typically travel upward in an organization because higher authority usually requests them.
Problem-Solving Process
The first step in the problem-solving process is to recognize and define the problem.
Readability
Factors Affecting Readability
The factors affecting readability are the length of the sentences and the difficulty of the words.
Company Weblogs
A communication disadvantage of a company weblog is that it allows employees to vent frustrations anonymously.
Graphics in Reports
Bar Chart
A graphic used to compare quantities is called a bar chart.
Line Chart
A graphic that depicts changes in quantitative data over time and illustrates trends is a line chart.
Flow Chart
A step-by-step diagram of a procedure or a graphic depiction of a system of organization is known as a flow chart.
Area Chart
A graphic that shows how different factors contribute to a total is an area chart.
Gantt Chart
The Gantt chart is a bar chart that is very useful for tracking progress over time.
Pictogram
A pictogram is a graphic that uses pictures or symbols to illustrate objects, concepts, or numerical relationships.
Map
A graphic that shows geographic relationships is a map.
Segmented Bar Chart
A graphic used to show how different facts contribute to a total figure is known as a segmented bar chart.
Table
A table is a graphic that presents data in columns and rows, which aid in clarifying large quantities of data.
Presentation Skills
Phonation
Phonation is the production and variation of a speaker’s vocal tone.
Articulation
A speaker with smooth, fluent, and pleasant speech can be said to have good articulation skills.
Impromptu Presentation
A presentation in which a speaker is called on without prior notice is an impromptu presentation.
Memorized Presentation
A presentation in which a speaker writes out a speech, commits it to memory, and recites it verbatim is a memorized presentation.
Team Presentations
Guidelines for preparing team presentations include:
- Select team members with diverse skills and knowledge.
- Clearly define roles and responsibilities.
- Practice the presentation together.
- Ensure smooth transitions between speakers.
Pronunciation
Pronunciation uses principles of phonetics to create accurate sounds, rhythm, stress, and intonation.
Persuasive Messages in Action
Carpooling Persuasion
An employer who wants to get his employees to carpool to work in order to reduce air pollution and traffic congestion should construct a persuasive message.
Inductive Outline
Preparing persuasive messages requires an inductive outline.
Persuasive Message Structure
Communicators who prepare their messages to get the receiver’s attention, to introduce the product or idea, to create desire by presenting convincing evidence, and to encourage action are preparing a persuasive message.
Junk Mail
Sales-related email messages to potential customers whose names and addresses were purchased as part of a mailing list would be classified as junk mail and unsolicited advertising messages.