WY : COMMUNICATION = Module 3 RNSTEMDA ng, Clarity in writing, Principles of effective writing, atically: The 3X3 writing process for business communication: Neutral, Persuasive and Bad- ction to Business Letters, ve and Negative Messages Types Types a Written Communication in Business: Business Letters: Introd eee Business Letters, Writing Routine and Persuasive Letters, Posi iting, Employee Reviews, Recommendation Letters, Thank you Letters : WRITTEN BUSINESS COMMUNICATION Writing is a mode of communicating a message for a specific purpose, Written communication in business covers: Af ‘ © Downward communication: Memos, circulars etc bs O Upward communication: Complaints, suggestions etc . © Outward communication: Deeds, legal contracts ete : x ive at finished product. Writing ommunicate professional Written communication needs a lot of imagination and effort to ari _ reveals one’s ability to think clearly and to use language effectively. The ability to e information in a simple, concise, and acctrate writtenform)réflects a manager's competence. Advantag © Permanent record. 0 Easy to understand. © Less prone to errors. 0 Wide access | | | Disadvantages Involve time... - Not suitable for illiterates= Involves more formaliti Immédiate feedback.is 19 xp 8 (0. When the writer seeks to provide and explain information, the writing is called informative writing, 1 Itis also called expository writing because it expresses ideas and facts. Focus of informative writing is on the subject or the matter under discussion. Cl. Informative writing presents information not opinions : 1 Purpose — to educate and not persuade. It’s written with maximum objectivity ‘THIS NOTES IS FOR THE CIRCULATION OF THE DEPARTMENT OF MBA-RNSIT ONLY Pre wirwly vanilling Covaton AAR Qa. aanwa] | | BUSINESS COMMUNICATION — Module 3 Checklist 5 Does it focus on the subject under discussion? Does it primarily inform rather than persuade’ Does it offer complete and exact information? Can the information be ascertained? 2. Writing to persuade O It aims at convincing the reader about a matter which is debatable. O It expresses opinions rather than facts. . 7 O It is also called as argumentative writing because it supports and argues a certain viewpoint’or position. ty 0 Focus is on the reader. ‘© Purpose-to convince the reader Check list -0 Does it focus on the reader? © Does it basically seek to convince? 2 ow ©. Does it support its view point by giving infortatioii or valid reasons? 0 Does it finally evoke ‘the intended response from the reader . “aa 7 An important requirement for effective Writing is to fecognize the needs, expectations, fears, and attitudes of the audience or receiver and the reader of the written communication. ‘The written word often gets cluttered with complex construction of sentences. Meaning of the sentences can be lost because of complex sentences..” The purpose of business writing is to achieve the understanding and reaction needed in the quickest . and most economical wa. To-do this dhe has to follow the principles and structure of effective writing. To achieve accuracy, thie writer should check and double check: LD, A AN facts thd figures : A®, F, . “2.0 /The: choige’of words “Giethe language and tone Whether a Communication is formal or informal, one should always write “between you and me” not “between you and J”. Hence communication should be guided by rules of grammar, correct choice of words and appropriateness of the word for the subject, audience, and purpose of a particular piece of writing. Follow the rules of grammar Pay attention to punctuation marks Check words for spelling and usage - ‘THIS NOTES IS FOR THE CIRCULATION OF THE DEPARTMENT OF MBA-RNSIT ONLY dl. : | BUSINESS COMMUNICATION = Module 3 RNSIT-MBA [A message should be communicated correctly in terms of grammar, punctuation, and spellings. Concord-Rule of concord or agreement © The verb must agree in number and person with its subject. A singular verb should be used with a singular subject and a plural verb with a plural subject. Example: Its correct to say, “She comes from Jaipur” but incorrect 0 say, “They comes from Jaipur”. © Compound subjects require a pl boy and girl are singing. © When a collective noun (class, verb used with it is singular. Example: Our class has won the match. ural verb, Example: The team) is used in the sense of a single unit or as a whole, the Dangling modifier ~~ ; ©. Dangling modifier is a word or a phrase that modifies‘a,word not clearly mentioned in the aan ee When the name of the doer of action is not cléarly, stated, in” the introductory phrases, the phrase then modifies the \2 ; subject that appears in the independent clause that follows, radio Was switched on. (Subject of the e have a dangling modifier) 7 Example: Having completed the homework, the introductory phrase is not mentioned and hence w‘ ‘Mary having completed the homework;-the radio.was Switched on. A & ? Unnecessary shift in tenses o Tense should be consistent within the Example: He usually makes‘ensible moves alth (Shift from present tense to past tense) 3 \ ‘ $entence and from sentence to sentence. ,ough he often changed his mind. Prepositions ©. Expression of time, =< [a ‘At’ denotes’a specifie moment or'point in time Ex: The meeting begins at 3.00 pm B xx: My sister's wedding is cc 'In” is used with futur tense and ‘after” with the past tense Ex: She will come back: injan hour cn Ni he came backrdfer an hour - ib Prépositions,afe not needed if the point of time is qualified by an adjective Ex:I go to temple on everyday(wrong) I go to temple everyday © Expression of plac 1G In- used before the names of large places such as capital ci Ex: I live in Bangalore At- used before villages and smaller town. Ex: My friend lives at Hassan -s, countries and states. ‘IIIs NOTES IS FOR THE CIRCULATION OF THE DEPARTMENT OF MBA-RNSIT ONLYBUSINESS COMMUNICATION - Module 3 enw RNSIEMBA . SYSTEMATIC APPROACH TO BUSINESS WRITING i. Purposefut ite purpose to fulfill in I conveys information and solve s problems. You should have a definite purp. each message. Persuasive Its goal is to make the audience accept the message. 2 iii, Economical Itis concise and doesn’t waste the reader's time. Length is not rewarded. ( iv. Reader-oriented 1 . in lem form the It focuses on the receiver, not the sender. You will concentratéon looking at a problem reader's perspective instead of secing it from your own. . GUFFE Y’S 3-X-3 WRITING PROCESS , a 2 Writing wa Orpanine tein, “Sa Biahate, End resuit? —— Eres, verSky.com Do All Writers Follow the Sam e Steps? wa, Pe | Writers have different composition styles G The order of writing steps may vary, © The process is recursive, not linear, © Collaboration and working with a computer affect the writing process, ‘Tus NOTES 18 FOW THE CIRCULATION OF THE DEPARTMENT OF MA.RNSHT ONBUSINESS COMMUNICATION — Module 3 Do Short Messages Require a Writing Process’ RNSIT-MBa ‘The steps may be condensed or performed rapidly, but good writers consider them all Phase 1: Prewriting ‘Team members work closely to determine purpose, audience, content, organi Phase 2: Writing, zation ‘Team members work separately. Phase 3: Revising ‘Team member's work together to synthesize, but one person may do fi inal proofreading, PHASE 1: ANALYZING AND ANTICIPATING: AUDIENCE, PURPOSE 1. Analyze the task , Write with a team and compose by yourself, Identify the purpose Ask yourself two questions (1) why am I sending this message? {Q) What do I hope to achieve? Messiige’ may have primary and secondary purposes. Most business messages ‘The primary purpose of sending business‘messages is typically to inform and persuade. secondary purpose is to prométe goodwill. A jothing inore than informs. They explain procedures, announce meetings and create meSsagesto persuade like selling products, com eas y Select the right eKannel , \ce managers. After identifying the purpose of your message, you nced to select an appropriate channel, selection depends on following factors ‘> How important is the message? 3 _How much feedback is required? 15 How fast is feedback needed? . AQq1s a permanent record necessary? How miich:cari be spent? 2. Anticipate the audience (© How, formal and confidential is the message? Soe, A good writer anti reader react to that messag ipates the audience for a message: What is the reader like? How will that This helps to make decisions about shaping the message. You will Siscover.what kind of language is appropriate, whether you are free to use specialized technical terms, whether you should explain everything. ‘TINS NOTES 1S FOR THE CIRCULATION OF THE DEPARTMENT OF MBA-RASIT ONLYBUSINESS COMMUNICATIONS Module 3 Rasy i an — 5 ae aR Bae = ‘When one person ni war © ascpants can ens so that its available t0 others, est problematic or persny Lack of security mat When you need feedback but notin ‘emotional or private messages - 7 When you ned ach interactive media. elu for detvering persuasive, bad news and penn messages. oe Aine group decison and consensus are POON Inefcent or merely esting information When your message must cross time zones” inxemaional boundoris when 2 writen record ‘nificant, of when speed is important yi se Useful for determining wheth “ Face-toface conversation Face-to-face group mecting persomeonels Instant message \ hen you ae ontine and need 2 quick esPor avalabe for 3 phone conversation. Letter sn wn ei inaiy Heed e=PeCaWY MEAN the government supple“ p ‘or others ouside an organization. i ‘nen you want writen ecard occ expan poles ASCs procedures o collet Iformatey within an organization. . ‘hen you mut clr or gitar nformaton aul. hen | iva cues a@ unimportant and ‘when you cannot met in person. poly or externally : ‘can respond 10 when ‘When you are dpvering complex data Inter \When you want to leave important or routine convenient. |When group consensus and interaction are Important but ‘Win ita ierorntion mas be made avaiable fo others Usefa for collaboration because Sad remove and edt content Information that the receiver members are geographicaly dispersed. 1 i, Spotlight audience benefits” Empathic communicators.envision th ‘king for you inimediately. receiver'and focus on benefits to that person. Ex: The warranty starts wofl ii. Cultivate the (youve ‘The most’successfll messages are receiver oriented. Bx: You will receiveyour order) : is now open. 1 0s Sit a di ide ik Dont Use sensitive language, avoiding gender, race, age, and disability bias gory biased language by leaving ‘out the words man or women or eee op fender free word. You need 10 indicts racial or ethnic identification only if the context iz, Specifi age only iit relevant Your accou & in Bebonversational but professional Use familiar, precise and ‘conversational words se ereeltent, not Your report was totally Pe domed v. Express Your toushs positively. impression because they appear to blame or accuse readers. words create bad. ards eresader wiht can be done insiead of what can't be done Ex: Your report W Certain negative You express option acULATION OF THE DEPARTMENT OF MBARNSIT ONLY pps NOTES IS FORTHE!vy. Simplify your language and use familiar words. Use short, familiar words and avoid using big words. 2 sal not remuneration begin not commence or initiate vi. Use precise, vigorous words, : dace verbs and concrete nouns give realers more information and keep them interested, Using familiar but precise words helps reesivers understand better, Bx fax me, not contact me buy staples, not get those things for me PHASE 2: ORGANIZING AND WRITING BUSINESS MESSAGES 1. Research ‘Smart business person would begin writing a message after collecting all. the needed information. Before writing, conduct formal or informal research to collect or generate necessary data. Formal Research Methods / Access electronically — Internet, databases, CD-ROMs Search manually — books, articles, and other secondary sources Investigate primary sources — interviews, surveys, focus’ groups Experiment scientifically — tests ‘with experimental and control groups a o a Informal Research and Idea Generation Most routine tasks — such as. composing e-mail, memos, and letters require data that you can collect informally. It cafi be done using the following techniques: © Look in office files y © Talk with.your boss. a Interview the target audience, # © Conduct an informal Survey. o Brainstorm for ideas. —A\ ww abo derdor throw brava » 7 5 vo uanizing data involves grouping and patterning. Well organized messages group similar items together: ideastfollow a sequence that helps the reader understand relationships and accept the writer’Syiews. Listing and,dutlining In developing simple messages, some writers make a quick scratch list of the topics they wish to ‘cover. Writers often jot this scratch list in the margin of the letter or memo. Alphanumeric outlines show major and minor ideas; decimal outlines show how ideas relate to one another. The familiar alphanumeric format uses Roman numerals, letters and numbers to show major and minor ideas. The decimal format, which takes a litte getting used to, has the advantage of showing how ee" item at every level relates to the whole. Both outlining formats foree you to focus on the (opie, identify major ideas, and support those ideas with details, illustrations or evidence. “THIS NOTES 1S FOR THE CIRCULATION OF THE DEPARTMENT OF MBA-RNSIT ONLYBUSINESs COMMUNICATION = Module 3 SS, Grouping ideas into patterns. ines i ide plans of action for typical business messages: Two Organizational patterns provide plans Betancen theltive aan | BCS: The di Pattern and indirect pattern. The primary difference be! P is where the ms idea is placed. In the direct pattern the main idea comes first followed by details, explana evidence, In the indirect pattem the main idea is placed after the details or explanations, Direct pattern for receptive audiences In preparing to write any message, you need to.anticipate the audience's reaction to Your ideas an frame your message accordingly. When you expect the reader to be Pleased, interested then us, the direct pattern. That is, put your main point, the purpose of your message in the first or seconc sentences. Indirect pattern for unreceptive audiences When you expect audience to be uninterested, unwilling, displeased then use indirect pattern, In this pattern you don’t reveal the main idea until after you have offered explanation and evidence, Z 6; 3. Composing - Once you have researched, organized data, you are ready.to, begin composing. As you begin composing, keep in mind that you are,. y How to Proofread Complex Documents [-Allow adequate time. 4G Print a copy:preferably double-spaced. »© Bé prepared t (Read ’6nce'for meaning and once for grammar/mechanics. i Reduce your reading speed. 2 ‘As part of applying finishing touches, take a moment to evaluate your writing. How successful will this message be? Does it say what you want it to? Will it achieve your purpose? How will you know if it succeeds? The best way to judge the success of the communication is through fecdbsek, Encourage the reeeiver to respond to your message. The feedback will be helpful to know how ty modify future efforts to improve the communication technique. JoTES 1S FOR THE CIRCULATION OF THE DEPARTMENT OF MBA-RNSIT ONLY rns N} \\)_ BUSINESS COMMUNICATION = Module 3 Se ELECTRONIC WRITING PROCESS 1. Note Taking: Skeletonize your notes as you take them in the library. Use abbreviat such as J. for Journal. Then on your desktop computer, record the notes to a file. Ne aes sch oe fLprocessing feature called search and replace to search for each occurrence of ine Neptage it with Journal. Do the same with your other abbreviations. Cit a een Especially if you are writing a lengthy research paper or working on al sear jjeot at work, place your research data in a database, Put similar topes ioe heading, Later, when you are writing, seek out that heading to see your sources, ene a eee olishing: If your word processor doesn’t have a built-in dictionary, load separate rckages now that help you find the right word when you are stumped. Lod standalone Bismmar- and style-checkers if your word processor doesn't'have them. Be careful Fowever, of 100 much reliance on these checkers. Grammar-, style-, and punctuation. checkers have different capabilities; they seldom catch the Same errors. : 4. Outlining: Another valuable feature is an outline, which may be separate program or part ofa word-processing package. Outlines allow you not only to outline your thoughts quickly but also to rearrange sections rapidly, change levels and so’on. Usually you can import text from other files to the outline and you can send the outline to other files. 5. Changing Defaults: Open your word-processing, software. Dé’ some setting up as you create your new file. This setup will enhance document app€arance on your screen and Jayout later. These commands can alter the appearance on the screen and/or affect the printed output. Check margin widths, typeface and siz requirements for body and heading text, headers and footers and page numbers to each page of the document. 6. Using Multisereen: If your word processor supports division of the screen into two or more parts (called windows) split your screen and place your outline in one window. Then ‘Start writing your draft in the other window. Split windows also work well for entering superscript numbers, for citations with the text in one window and entering the footnote or endnote in the other wirldow. Searching and Replacing: As you dit or revise, take advantage ‘of the search-and- replace fanetion of your-word processor. Find a word you now realize you misspelled, such as ‘convence, and replace it with convince. Most search-and-replace functions allow you to choose betweerl Individual’ decisions on each occurrence or an entire text search- and- replace: 8, Linking: Dat in your database can be transferred to another program ~ say aspreadsheet . A, for statistical analysis and graphical presentation, While these statistical analysis and . Axx, Saphical-presentation steps should occur before you start writing, the results of the steps >, id'their way into the manuscript initially as you draft and later as you revise. You can fask some “smart” word-processing software to realize you are updating data in a Spreadsheet and to automatically bring that new data to the ‘manuscript as you work on it over time. 9, ‘Adding Attribution: Most word-processing software facilities adding footnotes OF endnotes. For example, a superscript number is inserted into the text and then the footnote or endnote is filled in for insertion at the correct location. 10. Using E-Mail: Electronic Mail or e-mail isa system of electronic correspondence by which users send and receive messages over a network of computer and telecommunication links. It provides a “store-and-forward” service. “FIIS NOTES IS FOR THE CIRCULATION OF THE DEPARTMENT OF MBA-RNSIT ONLYBUSINEss COMMUNICATION — Module 3 Audience Analysis Audience analysis involves identifying the audience and adapting a speech to their interes, Of understanding, attitudes and beliefs. It involves gathering and interpreting informatio the recipients of oral, written or visual communication. 5 leyg M aboy EET Whatis | | What doos Who is the. your rena he ete mary relationship. | | audience i audience? with the | audience, | | already about the audience? | likely react? | know? | | audience 7», The methods of audience analysis involve that of analyzing démographic’studies of relevant segments of the population. ( a . \-— Types of Audience ud . 1) Primary Audience- The primary audience is the audience who have to decide’whether to accept the sender’s message and his recommendations and to act on, the basis of that message. E.g.: In case of advertisement campaign of interior decoration, the primary audience is prospective customers. YX“ of people wo may be asked-to 2) Secondary Audience- The secondary audience/onsi ‘comment on the message after it has been approved. Exg.: inthe above example, the existing us srs are the secondar audience as the potential buyers ask them about their opinion, ‘ 7 3) Initial Audience-,Jt*is*the audience that feceives the message first and routs it to other audience, Sometimes, the initial audience guides the sender regarding designing of the message. eR, ? E.g.: Censor Board permit for broadcasting of films act as the initial audience. ‘The editors of the newspapers édit the message before publishing 4) Gatekeeper Aud =n¢e- He/she has the poser to stop the message before it reaches the primary alidience. Z Bg The secretary of the minister acts as gatekeeper audience as he/she scrutinizes the letters before minister's approval. Qf meat 5) Watth dog Audience- is the audience that has political, social and economic power to influgnée the primary audience’s decision to act upon the sender’s message. ‘Though such type of audience has power to stop the message yet they influence a lot of primary audience’s action “ E-g.: The industrial reviewers who read the reports and comment upon them ‘The Auditor, who attests the authenticity and accuracy of financial statements DEPARTMENT OF MBA-RNSIT OD FoR THE CIRCULATION OF TH EEE puis NOTES IS4 BUSINESS COMMUNICATION — Module 3 en ¥ i WRITING POSITIVE Positive writing is abundant and clear. Positive writing speaks of possibilities. Ne narrows in on flaws and falls over in the grave it digs for itself. Negative writ Negative writing finds fault and criticizes. egative writing ing is stifling, Positive Messages Unlike routine requests, positive messages create their own rapport and usually take the form of goodwill messages. A positive message is used when the goal is to make a good impression while expressing the message. Therefore, positive messages are used when. expressing appreciations, congratulations or condolences as well as when fostering goodwill. When writing a positive message, use a positive tone and include only relevant, direct and concise information, The information provided should be able to answer the questions that might linger in the readers* minds as they read the message. In addition, include a closing remark that clearly states what steps are to be taken regarding the issue being communicated.” 5 POSITIVE Message — An Example Dear Me. Srikanth ‘With reference to our iterview that took place on 224 October eel happy to appoint you as the House Mansger{ Finance] as per ourchoscs. I expect you tobe ning your now postion from 4% November Posse ue fomad at you wl be reporting at ‘ur haintal branch on 2 Now so hat We can process the femaining formahies. ‘Aso please be aware that your work spot would be Gaunt fora petiod of around 02 years after which you can be ffanstomed to your desired pace, depencing on Your 9 round periommance Please ye to me stating your wilingness to join ‘our group before "0 tal we have ample ime to meke Srangethens for yourjoume. “Thanking you and looking forward to meeting you Sincerely yours €——Dheers Mishra < :€laim acceptances and adjustments, invitations, invitation confirmations, appreciation messages, good news announcements, recommendation letters. f Type of Characteristics 4 Message Such messages should be short and simple as well as quick and easy t0 write. For that reason, not sending them when someone does something nice for you appears ungrateful, rude, and inconsiderate. In fact, sending Thank-You ri jes ; ees a thank-you note within 24 hours of interviewing for a job, for example, is not just extra thoughtful but close to being an expected formality. In ‘most situations, email or text is an appropriate medium for sending thank- you messages. Congratulatory | Celebrating the successes of your professional peers shows class and tact Messages. | Such thessages ereate positive energy in the workplace and should be al abdut the person you are congratulating. ‘THIS NOTES IS FOR THE CIRCULATION OF THE DEPARTMENT OF MBA-RNSIT ONLY5 it a e 2 Few situations require such sincerity and care ir wow 2 oreo of sympathy. Misfortune comes upon us all, ant aul fies at just g little more tolerable with the support of oa oved neers community--including those we work with. When the om one lose associate dies, for instance, expressing sympathy for er ee is customary, often with a card, rather than an email or text, signed by everyone in the workplace who knows the bereaved. You a appreciate email messages the same way you can a collection of cards from people showing they care. Expressions of Sympathy Remember that these messages should be selfless. Offering your condolences in the most respectful, sensitive manner possible is the right thing to do. i Neutral messages are highly routine messages that carry little if any. emotional céntent, such as when conveying updates to directives or procedures for provessing manualaccount updates, ‘These messages drive the day-to-day work of organizations, enabling new rélationships to form, reinforcing existing ones, exchanging ideas and. information, “ant responding to need and ‘opportunity. o~ 7 A néutral message is one that does not Provoke emotionTo clarify, good news might be a job offer. Neutral news might be that thecompatiy You'applied’to confirmed the receipt of your Tinta auctive messages are prefty’easy to draft. That is mostly bereace they come with no Neutral message examples: Toutine requests, “directives or instructi (see the chapter on Instructions), policy or-procedure ‘Updates, arrangement confirmations or follow ups, claims, general informational messages. ae ANEUTRAL Message — an Example . bows, Ago er oro cst sua ean, seagate ai aa can sn cca Lat st aon treo oe Ltt ce rng poeple at os LSet camp ay car Our new branch t Shinege, Kamat, ‘Sumit Scheduled batweon: {oe re FuSs#2,099 tat tho pregance of atthe employees io Imondatory and S01 Seek your co-opt i hi ese PCY “Thanking you for your atenton Truly yours, Doers} Moi, 515 FOR THE CIRCULATION OF THE DEPARTMENT OF MBA-RNSIE ONLY ‘ris NOTESBUSINESS COMMUNICATION = Module 3 _ Negative messages ex: mples — RNSIT-MBA. Part Example Message a fo order. We appreciate your i I. Buffer IFhank you for your ord ippreciate your interest in our hre confident you will love it tin our product and . Explanation ‘e are writing to Iet you know that this Product has been unexpectedly popular with over 10,000 orders submitted on the day you placed ye ours, Positive closing, B, Bad news + redirect ‘action [This unexpected increase in demand has resulted i rockfbackorder situation. Despite a delay of2-3 weeks, wernt gerne fulfill your order as it was reecived at 11:57 p.m. on October 999018. 2, ell as gift you a $5 coupon towards your next purchase. med While you wait for your product to ship, we encourage you to use The nelosed $5 coupon toward the purchase,of any product in our online Fatalog. We appreciate your continued business and want you to know that bur highest priority is your satisfaction. Z ee Persuasive messages essentially move people to change thei behaviors, opinions, or serve to reinforce existing ones. Example of a persuasive message: Date: Febru 19,2020, TeeAnemployees From: hasta Abenai [iabenabi@eletonjopaetito com] ‘Subject Trang fr Zoom Vu Meebogs Hato everyone ‘Seistcn Yogs Stone wt ta asses tonne oat, so tnowng Rowe ute Zam stare 6 ‘vantage hey fo eam success ar we adapta he pandemic done. ‘Zoom sowace ie hlpng usta operations by ening employee mectngs wel as ‘ele yoga cesar chats wn yoga rctsoners Mean ued ot oy came ace. ties, bit scot share documents aed Cesta igh ecxdngs oh earn. Rls pant at ‘te tecooe far wn tm sofware since wil be used end c yaracons. ‘You slaved to sted an ordre ning satan on ing Zoo nl mestings softs Jon ‘SnMarch 10,2020 rom Bam. 12pm. athe Armex ra ee out anon tang sean wih ‘every own dm Sao, Macks andre voces re eed an we wi tan pops ‘tetancing, Oring is semen we wa covet flor per + Prepare you maetg: ceatng te Zoom meena, ing practioner sang Up mmesing + Conducting your menting: Zoom ever, erperatg musi engiging parva, ensue woop medersing he at + Ratievog te recording oeing and downeatng he pl econ, hing the cers ‘eate let me now by Fido. February 25,2020 you wilbe anny responding os om messoge, THIS NOTES IS FOR THE CIRCULATION OF THE DEPARTMENT OF MBA-RNSIT ONLY/ Apply the AIDA Model : 5 of an effective persuasive Message: Aton, This model describes the sequential elements 0! Interest, Desire, Action. ° Crees) yaa sae Reduce resistance Describe specific request Yo duadandogy Summary of problem Facts, figures, eiciose sieieas Suid conan 3 “USGAL, | Unexpected statement Expert opinions perce lates “| telecon epsas ‘Yronde r Sao Sane oER : Use What if scenarios Offer incentive or gift WXnoverto | petstea acs Direct benefits imulating question Indirect benefits” BAD NEWS MESSAGES : LN: , A bad news message is any communication that is likely to cause a fiegative emotional response in your reader. You need to manage this. communication’carefully because you need your reader to understand and accept the bad news and you don’t ‘Want your feader to feel negatively toward . you or the organization you represent. Bad news messages include rejections (in response to job applications, promotion requests, and the’ like), negative “evaluations, and announcements of policy changes that don’t benefit the reader. e GOALS OF BAD NEWS MESSAGES ‘The goals to keep in mind when delivering negativé news, in person or in written form: Be clear and concise to minimize the chanceS of confusion or back-and-forth communication. Help the receiver understand and accept the news. Maintain trust,and fespect forthe business or organization and for the receiver. 1 2. 3. st, ct 4 Avoid legal ability oF erroneous admission of guilt or culpability 5. 6. . Maintain the relationship, even if a formal association is being terminated, Reduce the anxiety associated with the negative news t jesignatéd business outcome. eptions or altematives. This shows understanding Io recipient may experience because of the situatian 5. The ord When ending the message, an affirmative tone is Offered to end the message positively. 5 NOTES I FOR THE CIRCULATION OF THE DEPARTMENT OF MA-RNSHF ONLY om ssDelivering negat organization. News Message Buffer or Cushion Explanation Negative News Negative news message as | introduction ‘THIS NOTES IS FOR THE CIRCULATION OF THE DEPARTMENT OF MBA-RN' news itself, and a redirecting 8 message should be delive! Parts of the Negative more information. BUSINESS COMMUNICATION = Module 3 RNSIT-MBA e news involves a buffer or cushion statement, an explanation, the negative ‘tatement. Whether you choose a direct or an indirect approach, the the ee clearly and concisely, with respect for the recciver and’ the Example ‘Thank you for your order. We appreciate your interest in our product. We are writing to let you know that this product has been ‘unexpectedly popular, with over 10,000 requests on the day you place your order. “This unexpected increase in demand has resulted in a temporary out- of-stock/backorder situation. We will fulfil your order, received at 11:59 pam, on 09/09/2009, in the order it was received. We anticipate that your product will ship next Monday. While you wait, we encourage you to consider using the enclosed $5 off coupon toward the purchase of any product in our catalog. We appreciate Your business and want you to know that our highest priority is your + satisfaction. Indirect We regret to inform you * ] i ] ‘ Delivery Indirect Example | Positive Thank you for your | introduction request for leave. | | more information. Your request forleave | Negative news has been denied. message that your request has been denied | Please contact your | Please contact your supervisorifyouneed | Conclusion _—|_ supervisor if youneed | ONLYge ee’ MODULE 3- PART II J BUSINESS LETTERS ; ants, investors, potential hires, ang A business letter is a-written d nat cliente ways to complete it. Busines other companies. It addresses th ygenda at hand an = ‘Business letters are an ideal way letters have a specific format and are written in formal language, My to connect, communicate, and collaborate with people in a profes 7 izations and theif customers, A ich organi: A business letter is a letter from one company to another, or such org clients, or other external parties: Simplicity Pr . | A iter sh Simplicity in writing essentially means plainness and saying exactly what one: agengsThe writers s hould not bring in irrelevant details and information. Writer should be Straight forward’an J word instead of many whenever possible. i . * One main subject in one letter ay 4 If we have to write about two different subjects to the samt ‘companiy, department at the same time we should write two letters discussing each subject separately% One thought in one sentence oe > Each sentence should be formed so thiat it,contains a single, complete thought. + One idea in one paragraph eS Each paragraph should open with a séntence that Summarizes the central idea of the paragraph. Clarity age. oN / Clarity of ideas: Ideas shouldbe logically Sequenced in a coherent way. Clarity in form: Presentation of matter, paragraph divisions, layout, margins and spacine Tne ed be eae Pea 'yout, margins and spacing between the ~ Coneiseness It should be shorThisy choosing short words, for ming short paragraph: ‘ant information in the few: words. est possible words. Sincerity and’ton. ‘The writer's toné and sincerity reflect his or he or her personality, + Confidence ty. Before writing. letter, the writer should have complete informat; expressions and passive verbs, + Directness + Enthusiasm “The letter should make the reader feel that the w: ‘should choose the word that shows interest in ion on the subject and should be certain ive or vaguely worded with indirect iter is genuinely interested i the readon Uinely interested in him or her. The writer 18518 FOR THE CIRCULATION OF HE DEPARTMENT oF wna.nasrr, t) Elear Cont ONLY caned fam : ‘rus NOad ete KOON fy hea LeU ‘%) oe an yinbaodwe wile phan . BUSINESS C' IMMUNICATION — Moduld3 %xgten how, Na Humanity ; a r MBuchnese letters are generally written in a stiff formal and mechanical mame Remember that criticizing or apologizing should be done carefully, as should compliment, a Emphasis email Teas must be placed in order of their importance, ‘The main idea should be stated in the beginning, Tmphasis can be indicated also by repetition, USS of punctuation or by using bold letters. and underlining. Business letters are often private and confidential, and the nature of them varies on thé’Stakeholder you're sending them to. The subject matter should be cut-and-dry and purpose-driven, encouragiig immediate attention. 4 : Good news letter \. Pleasant ae Closing messages oridea rece thoughts routine letter . ‘Major ideas =>" Closing thoughts| ‘The direct organization of ideas fn'good-news and routine letters follows human psychology. {A pleasant or interesting idea will always hold the receiver's attention. Hence, good news can be given in the very first séntence, folloived by details and the final message, ‘This basic plan of présentinigideas caii be used in many business situations. ‘These situations include: 1. Routine claim letiérs and “yes” replies 2. Routine request letters and “yes?-replies 3. Routine, order letters and\“yes”” ‘Teplies %, Routine:Claim Letters and “Yes” Replies ‘A.claim ig/a demand'or-request for something to which one has a right Examples are a refund, fayinent for damages/a replacement for something defective, exchanges, and so on. ‘\ claim fetter isy this, a request for adjustment. When a writer thinks that because of guarantees or other specified terms and conditions, the request for adjustment will be automatically granted withott delay or without requiring persuasion, he or she writes the letter orthe routife form, When the writer believes that a direct statement of the desired action ‘will get a positive response without arguments, he or she can use the following sequence! pattern of ideas: ea 1. Request action in the opening sentence. 2. Give reasons supporting the request or action. . End by appreciating or thanking the addressee for taking the action requested. ‘THIS NOTES IS FOR THE CIRCULATION OF THE DEPARTMENT OF MBA-RNSIT ONLYBUSINESS COMMUNICATION — Module 3 Rs ee request for an exchange would be granted iibit 9.2 : ARoutine Claim Letter Please send me another: copy of Howto ‘elurned herewith. Tia Unde Psve oath py Directly states claim hiss the atest edton, but hit copy has four pages rom page 60 P29° 6 wrongly sequenced, whichis confusing nd annoying ‘The enclosed receipt was packed with the book sent to me, Gives reasons. Ends with aconfident repetition of action desired Exhibit 9.3 A”Yes" Reply to a Routine Claim Exhibit 9.4 ABusinesslike/Impolite Routine Claim LOR THE CIRCULATION OF THE DEPARTMENT OF MBA-RNSIT ONLY “piss NOTES IS Fee... RNSIT-MBA ION ~ Module 3 BUSINESS COMMUNICAT. fexnibico.s ‘AYYes" Reply toa Bust nesslike/Impolite Routine Claim Eng pn ty ot nt lg Sn 10 yOY asthe or ey ned ou or rs Easy tsi ot nr encour adem wire Cored th te waned hd ond wth vin on sg eh Be petlbcousaectloguels bing aed 0 you sepa Ty, Routine Request Letters and “Yes” Replies ; ~~ Routine Requests- A letter to, say a vendor, requesting information about a product, should statéclearly and ‘completely what information is desired. A request for information should not suggest that the writer aittyto . 3 17 place an order. . Routine Orders and Their “Yes” Replics - A®, E Routine orders should be explicit and thorough. In addition, they should be very-¢lear‘about what they expect by siving complete details of the desired product, This includes Specifying the time of delivery and the mode of Shipment. There should be no ambiguity or chance of confusion or misunderstanding», ‘TINS NOTES IS FOR THE CIRCULATION OF THE DEPARTMENT OF MBA-RNSIT ONLYpe ns Exhibit 9.6 ‘ARoutine Request Letter Pearls Repair Service 155 Kashmere Gate ew Dei “they mae we repair? Apa'30 2010 Me Abhishek Chatunedt Onder Department NL Dacron Suppers he, Hascrenaea ‘DesrMecChatured, Order Na. 397 Shipment 286032 3 Inout onde of Api 20,2010 we inched request ran election tbe XS186 The shipment wereclved today doesnt ndue he be we ordered but doesincide proton tube UPC . | Sheeking your catalogue, dscovered thatyou Intend this tube tobe areplacement forthe tube, BF, which you have discontinued om your produce i Supert of our esr shop, howeve ays that he cannot use te replacement ube st by you Because of hs we ae tuning th em rom the shipment : Peis ct our scour of 2000 forthe tube wea notoder and have retuned. yours Exhibit 9.7 ArYes"Reply to a Routine Request 2i00 we gate Poalson fourbeceng esi Satis raingk rowan ie apis NOTES 1 FOR THE CIRCULATION OF THE DEPARTMENT OF stBa.RNstt ONLYUNICATION = Module 3 BUSINESS COMM! RNSIT-MBA, ee oh Exhibit 9.8 ‘Routine Order Letter ay Maria Interiors, Inc 12, Andheri West Mumbai ~ 400012 July 1,200 silvanla Office Products B27. Lajpat Nogar “New Deli ‘pnention: Order Department DearS, Pras send me the folowing afce supplies as Inted and priced in your summer catalogue 1: pkgs 0336-026 ‘Colour coded fleswith heavy marilafolders—lettersizs Aboxes 0326276 Square box-iles—capacty 2 wt. f2a 3363325 Large capacity 3-ring binders—tetter size ¢ | Fessechee tate tothe aia ltrs acecur oud appreciate qk dary ces tema Please ship by the astesfeight walle Sincerely, ‘Akshay Sharma Office Manager Exnibi9.9 : ‘aYes" Reply toa Routine “Silvania Office Products ‘Order 8.27, Lajpat Nagar x New Delhi ay 12.2008, zs “ae Alshay Sharma /Otrce manager Mata nteriors Ine 12; Andheri West. Murals 400012 ‘MeSbarma, 5 ollving items vere shipped to you today by Workdwice Express, rush service: Goi; DRE Colourcoded les win henry manta oldes—leve st 24 D33E3325 Large capacity3-ing binders—feter size Encode nvicefor 00 hichindudes siesta ord oro Donel a Cae nent NE = 278) should teach you whi 14 Gay aso by Weld | Express. Because of the great| popularity of these durable, high-capatity hole punchers, they are, Ce ae cad, anpment rom te suppler due sort and when tanh wet ful your orderimmediey Frank joa for your ede, and please let me if canbe of src nthe ain SS ak you for Your oi ara pred copyel te nes eatalogue Na. 107, which wil eI in etl Decarber Rajesh Bhatia : ‘Sales Manager *, ‘ fosb Hi ee Encl) ¢) Catalogue No.t07 es InwoleeRNSIT-MBA BUSINESS COMMUNICATION ~ Module 3 PERSUADING LETTER _ one or individuals towards acceptin Persuasive Letter is a letter written to persuade an organization/s oF 1m rehanging people’s attt writer's (sender’s) issue, interest or perspective. Persuasion is the process © cs ran eae rere e wh 7 or influencing their actions. Persuasive messages aim to influence audience: ee 5 and interests. best persuasive are closely connected to audiencé existing desire: Pi ive messages are closely tor any other matter which requ can be related to any matter (Complaint, sale, petition, reques' convincing). Persuasive messages have to be structured in the following way: i isefulness a) Attention: In this phase the receiver of the message has to be convinced about thew: the message. 8) Interest: In this phase the message has to stimulate interest of the'Teceiver. : ©) Desire: In the desire phase of the persuasive message, the receiver’s willingness to take 2 action h to be developed. ; \n the part of the receive d) Action: In this phase the persuasive message ends with urging for action o Guidelines for writing Persuasive Letter os @) Passion for Persuasion: The sender of the méssagé has to be firm’in his opinions to persuad others. ° 4) Outline and Organize: The actual writing of the letter'should not begin unless to have outlined your criteria and organized the relevant matter,To outline the matter collect any supporting material which vouches persuasion. This matter can be news clippings, short video, images, case hearings etc. aN ©) Research your Persuasion Know each and everything about the subject of persuasion. @) Pros and Cons: To becdme substantial, views should be tested by figuririg out the advantages and disadvantages of pefSuasioh B ©) Introduction: The Sender of tie message should give a proper introduction about himself PD) Drafting: Drafting allows to improve and improvise letter. The outline of the letter comes in use here and so does the material organized. Use these to write the letter to full effec g) Use AIDAZAS: cable in'sales letter, AIDA formula can also be utilized here. It is suitable because a Sales letter is also a type of persuasive letter. hy) Eniphasizing the Figures: Statistics, figures of your persuasion establish faith. They are also Ae evidences, adding) 2vatithenticity towards your argument. i) “Write i Present Tense: Writing in the present tense makes the issue pertinent. It shows that the matter, urgent and requires prompt action. Writing in the past tense makes the statement stale and writing in future tense can lead to delayed decisions. i) Be Eniphatic: Emphatic here means to assume that the readers will respond in a positive tone. ‘This emphatic strategy gamers positivism in your writing. 4k) Emotional Quotient: Certain words and phrases appeal q i phrases to ie an emotonal fect en theveader en art and mind. Use appropriate ‘Add Credibility: Credibility is added through the i oat Cet: oo aed roe te ss ft om lan Your lta timonials of certain esteemed “THIS NOTES IS FOR THE CIRCULATION OF THE DEPARTMENT OF MBA-RNSIT ONLYauthorities an sfrected or who support your cause. sn Proofreading and Revising: So up your lle. Check our fats an aaaresses, appropriate salutations and sign off at the end Remove grammar ny information which may have been Ieflout, Signatures of people who are ouble check the sentences. Insert errors and poor smach Essential Documents: ‘To add extra impact always enclose important d ant documents {i like mail received, earlier complaint letters, receipts, warranty etc. Keep origi e-mail and related documents with you, ?P original copies ”) agreements, en of letters, faxes, Exhibit 9.11 ‘An Alternative Style fora Persuasive Letter . MrRD.Apte a 508, Sector 9 _ Faridabad, Haryana 121006 31 July2010° ‘You have been a valued member of the Kennect Cellphone fomily. As you may be aware, Kon- yo iphone i now a part of Konnect Telecom, one ofthe largest cellar operators nnd — Tey th largest ne wold We have taken the adshipn eunchng ew aed cng ‘an plans in Del, thereby making cellar telephony more affordable. Tepe he oourbe TA dated 25 any 208) on nein’ of 55281 Se Spat your contract number 00124813301 andimeble phone numbe 98410757 eer YCcount ofa reduction Ia cence (es. This arnount wil be refunded to yu 7 20, eechequeat the addessmentonedsbove ms se eel ree to contact us on ourtollfreehotline Business-letter Styles ‘A business organization usually selects on 1. The full-block style 2. The semi-block style 3. The simplified style - ne of the following formats for its business letters: paragraphs and other parts s. It also looks simple and 3h looking like Usually, the full-block style is preferred. It is convenient to set left-hand margins for ofthe letesuch a the dts address, salutation, text, close, signature, and notation: clear, Every line begins at the same distance from the left margin, which results in each paragraP! ‘TIS NOTES IS FOR THE CIRCULATION OF THE DEPARTMENT OF MBA-RNSIT ONLYBUSINESS COMMUNICATION — Module 3 RNSIT-MB, 8 distinct block. The convention of open punctuation further simplifies the use of the full-block style. Eartie, the address, salutation, and closing followed close punctuation and used a comma, after each line and a full stop at the end, . i ; igned; i ft aligned. The fi Inthe semi-block sile, the beginning of the paragraph is not left aligned; only the lines are lel : i line of each pata + Mlented. The date, closing, signature, name, and ttle are indented (0 the right half of the page. In the simplified syle, the liter has neither a salutation nor a closing. A subject line takes the place of the salutation” All tines begin from the left margin, Exhibit 9.14 illustrates cach of these styles. A business ‘organization can use any of the styles, but it should use a consistent format for all business Exhibit 9.14 Part A: The Fall lock Style Business Letter Styles Themessage Signature Nar, tie Initial ofthe writer in bold and the typist ‘ypbt in lowercase Other notationsBUSINESS COMMUNICATION = Module 3 RNSIT-MBA style part B: The: semi-block' ‘BloLeather Pvt Ltd ' Malkapet, Hyderabad, Andhra Pradesh 500036 malt infogbileater.com Web ite: vuiiotathercom ph; 24545539 2 February 2010 inside adaress salutation Re: OU Your Dispatch No. The message Sa Sincerely yours, Signature sing sar ea name and th Designation. “TINS NOTES IS FOR THE CIRCULATION OF THE DEPARTMENT OF MBA-RNSIT ONLY_ Module 3 BUSINESS COMMUNICATION = Module Part C: The Simplified Style Letterhead Date Inside address Subject Fine takes . the place ofthe 1 Subject tne: Your order for washing machines salutation Renee sp ae METERS ce “Themessage Signature’ ‘Name, Designation we Enclosures 5 Types of Business Letters 1) Inquiry Letters 2) Sales Letters Ze Inquiry Letters € & + An inguiry letter is a i * The introduc tildlead it © body of the letter with a firm statemeni je of inquiry and.cnough supporting information to keep the reada, reading" OM the subject 1610 objective in in inquiry letter is communication by one ©F more questions to which the writer A desires a respons Closing remarks should request for help with a timeline in which her f ich help is to be o: jone and style + An inquir¥ letter should close with a professional t ‘THIS NOTES IS FOR THE CIRCULATION OF TIE DEPARTMENT OF MBA-RNSIT ONLYESS COMMUNICATION - Module 3 Your name City, Street, Zip Code Phone: Email: Recipient name: Tide Name of the organization Gity, Street, Zip Code s8July 2033, - Dear Recipient Name: Perhaps you are looking for an addition to your marketing team.Anew ~ person brings in freshness and can provide innovative solutions to the challenges of marketing, My current and past employers have always regarded me as an innovator of ideas. I am also good at communicating ‘with prospéctive buyers and have a demonstrated history of success in sales and marketing. Presently, I am marketing computer accessories for a major company. ° Enclosed is my resume for your consideration. I understand that XYZINC has a reputation for quality and excellence. I would like to use my skills and experience to market your line of quality ‘technical products. Ifyou have any questions regarding my skills or my eligibility to bea part of your team, you may contact me at (666) 666-6666. . ‘Thank you for your time and consideration. I look forward to hearing from you. ‘Yours sincerely Signature Your name ‘Enclosure: Resume [Et cote Sie Sa SS Sales Letters” Seen ctr from the seller/manufacturer/advertiser to a potential customer to sel the product of service. When writing a sales letter, itis important to have a good attitude in order to sell the proctor serves Raee adee will want to know why they should spend their valuable time reading "6 tee. Hens there is a need to provide clear, specific information which will explain to therewder why they be interested in buying the product or service. “TINS NOTES IS FOR THE CIRCULATION OF THE DEPARTMENT OF MBA-RNSIT ONLY . illk Features of Sales Letters 5 to sell the USINESS COMMUNICATION. Module 3 BUSINESS CO Ne” RNSIT-Mpy product or service is defeated TIS NOTES IS FOK ‘Attract the reader's attention or else the purpose Describe the product or service to be sold Convince the reader that the claims are accurate: Provide the reader with phone number, web site address, on their own support the statements with research and facts or some way to seck out information Sales Promotion letter on shoes (Circular letter) ROAD MASTER SHOES BI77 SADDAR KARACHI 7654 April 21,2009 Mr. Ahmed Ali 7/7 Rahat chamber M.A Jinnah road Karachi 0098 Dear Mr, Ahmed We do not remember the names and faces of our customers. It is so because they are aa satisfied. Moreover ones they purchase our shoes they do not need the others for the next two years. — Road master shoes are manufactured by us are durable, soft, and comfortable. Wear them ‘throughout the day but never feel fatigued. So soft and comfortable! Road master are also so light that you may walk along with for miles untiringly. Road master shoes are available in several varieties, qualities, sizes and colors. Pure eather, artificial leather, and rubber shoes at reasonable prices are always in our stock. Purchase your favorite shoes now for yourself, wife and kids and look more smart Road Master Yours tly, IMRAN KHAN Manager E CIRCULATION OF 1 ‘ULATION OF THE DEPARTMENT OF MBA-RNSIT ONLY+ eaders understand and, in thebestcase, accept the bad news, » ecipients do not have to call orwite 0 clarify the message. ay AREAL language, and respond with clear explanations of why «Writers stay calm, use polite ‘even when irate customers sound threatening negative message was necessary and overstate their claims. Pa enc eu cas «Writers use language that respects the readers and attempts to reduce bad feelings, 1 when appropriate writers accept blame and apologize without creating legal ibility for the organization or themselves. Sane Pouches «Writers demonstrate their desire to continue pleasant relations with the receivers and to regain their confidence. ina « Negative news involves the receiver personally (eg. refusal ofa promotion request rejection of a grant proposal, a layoff notice). =: An organization makes a mistake that inconveniences or disadvantages a customer + Message will iritate or infuriate the recipient. «Giving reasons before the bad news Is lkely to defuse and soothe. « Indirect presentation of bad news can salvage the customer bond. « Unfavourable news is revealed slowly and with reasons that explain It. « Readers who are totally surprised by bad news have more negative reactions. -TMIS NOTES 1S FOR THE CIRCULATION OF THE DEPARTMENT OF MBA-RNSIT" ONLYRNSIT-MBA ly conducted by the t ofa company’s hiring porate requirement Joyee reviews can aye’s performance, usta ‘eetable yet necessary Pal arbi Ol Mruse meetings seem arbitrary, 4 rele thes Moperly and performed well, ™P! te es nt nebers af he Ea employee’s and employe? with no real intel help mold long-te mployee’s_ manager Joyce, discuss plans for the)future reviewed from orily one person’s ects of the, emplayee’s jews: i , es ¢ in which an et yoo this top-down, reviews are thos aed has the authority to appraise the emp Ae traditional review is that the employes 'S @ that person might be biased or not know all the asps conducts and award ras perspective an performance. 2) Peer Reviews- these reviews allow employees to give input,into theif, co-workers’ strengths and weaknesses, providing more insight into an employee’s work than a manger might glean alone. ‘The employee benefits from receiving information from multiple: ‘sources on specific issues from those in organization working at the same level: y” 3) 360- Degree Reyiews- In this reviews, employees reGeive feedback from multiple sources those subordinates, and even customers whom they interact with most- suchas their boss, co-workers, and vendors. OE a RECOMMENDATION LETTERS >, wad pie ommendaion me Re ites to ndminate people for awards and for membership in wns, More frequently, though, they are written to evaluate c eitly, though, t present or former cena concem in thes mesa fs honesty. Thus, we should avoid exaggeratin; eet we a Ss late’ s qualifications ts up WeiKnesses or destroy the person’s chances Et hie pied sally, we have daty to the'eandidate as4vell as to other employers to describe that pe eee and objectively We don’t, however, hive to endorse everyone who asks, Ses enous ae generally voluntary, we'can —and:should ~ resist writing letters for individ Soca na support. Ask these people to find other reommenders who know them better. ames Some bisinesspeople today refuse to wri me Bin le (0 write recommendations f : 1 \s for forme a basigsseone argue that recommendations are wacless bernune ey mee alee posiv, Despite the eneal avoidance of negatives, well-writen Tovumuendations 2) help reac candi WBE Hing companies ican mote about a candidate's skis and potentie, Aeterecelt ble to place a candidate properly. Therefore, Sano ee you will sufely be expected to do so in your future pag pee enon eters Becaae Opening: Begin with the name of th t candidate and the position sought if i remarks are confidential and suggest that you are writing at the r eT 4 ee ee relationship with the candidate. etucat Of tne oppor. Describe your Body: The body should describe the appli j ipplicant’s job performance and potential. Employers are particularly interested in such traits as communication skills, organiza y su 0 ion skills, organizati i i to work with a team, ability to work independently, honesty, dependant I aa ae > mn, loyalty, and “THIS NOTES 1S FOR THE CIRCULATION OF THE DEPARTMENT OF MBA-RNSIT 0: MBA-RNSIT ONLYBUSINESS COMMUNICATION = Module 3 RNSIT-MBA initiative. In describing these traits, be sure to k them up with evidence. ©; inf nesses in letters of recommendation is that writers fend to inake global, non ne Of the biggest Employers prefer definite, task-related descriptions. } nonspecific statements Conclusion: In the final paragraph, offer an overall evaluation. Tell how you would rank Conta others in similar postions. Many managers dda ltement indian wha this person in the applicant. If you are strongly supportive, summarize the candidate's het eryney would rein you might also offer to answer questions by telephone. Such a statement, though cana the ioe the candidate has weak skills and that you will make damaging statements orally tat nat ee 1M print, General letters of recommendation, written when the candidate has no specific position in mind, beain with the salutation TO PROSPECTIVE EMPLOYERS. More,specific recorimendatior a support applications to known positions, address an individual ns, to SAMPLE LETTER OF RECOMMENDATION ‘September 27, 2018 Jessica Smith Office Manager, ‘Acme Corp {680 Main Boulevard, Ste. 300 : (Ocean City, CA 93650 Dear Ms. Smith, é rm writing to recommend Mary Thompson for the postion of administrative assistant at Aeme Corp. "ve had the opportunity to work with Mary for the past few years at CBI Industries, and fave been consistently impressed with her diigence, efficiency, and ability to get things done. Most recently, Mary has worked for me directly as a receptionist in our main office. In this role, the performed many administrative tasks in addition to greeting customers and other vistors snd organizing team events. For example, she currently manages our executive team’s schedules and organizes their appointments, as well as coordinating travel and expense reporting. 1 betieve that Mary would be an excellent addition to your administrative staff. ve been ‘consistently impressed with her organizational skills and grace under pressure. In our industy, S: you know, every position |s a customer service position. Mary constantly secks to learn more about our products and programs s0 that she can help serve our clients and mitigate issues as they come up. She's also a quick learner who picks up new technology with great speed. | stcongly recommend Mary for the position of administrative assistant at your company. She's organized, detail-oriented, effective, and committed to getting the job done. She'd make an excellent addition to your team. Please fee! free to contact me at SS5-S5S-5555 if you have any questions. Sincerely, Elaine chang, i Office Manager, CO Industries ‘laine chang@email.com 555-555-5555, FOR THE CIRCULATION OF THE DEPARTMENT OF MBA-RNSIT 0!RNSIT-MBq, BUSINESS COMMUNICATION - Module 3 ao —— a '_—_“ Oona ene ee ee tving “Thanks Laer jou express sate . aa . ine ‘There’s an art to writing a thank-you a ae rsetand templates that Wil - it” We'll show you some thank-you at another has helped them tude is izes thi don’t say it gratitude in style. here one character real atanank you, T do . e where ; g, “Thai We've all seen the movie and levision tape whe re ontiy says, with telng Imm to show our often enough. ” But you ot ie] don't need an epiphany at all, jus appreciation for someone. In fact, y desire to make a good impression. Sample Thank You Letter Date a Name Title Company Name Address City, State, Zip Dear Mr/Ms, : 7 Many thanks for your most generous gift of mount or i tibaon Rappttuteutilion name which we received in our tices —date Tn no penges Mth he tx code of ie Tateral Revene Service, we contin tat ‘you received making gees0f monetary vale fom company name in commer” with this gift, ‘making the bove amount ily deductible for ax pune Aareslt of componyname's gift, your organization's name will be able to “ontnue to — give specif things hal yt ean secompli eates these to vour missi Asacknowledgment of your gift, your company's name will be listed as it ih oer acer teil elds pps eon, and phone number Name ) Title Official Corporation Name Corporation Contact Name Address a NOTES IS FOR THE CIRCULATION OF THE DEPARTMENT of MBA-RNSIT ONLYve BUSINESS COMMUNICATION ~ Module 3 718 Pigsim Court Syracuse, NY 13224 (000) 123-1234. pedaardseay 5 ds @email com ‘August 17, 2020 Janice Parker Vice President, Marketing ‘Acme Corporation 123 Business Rd. Business City, NY 54321 Dear Ms. Parker, | would like to thank you, most sincerely, for taking the time to intervis sree Media Specialist postion that has opened with Acme Corporation twas great to meet ses and your team, and! tu enjoyed eaming about your current marketing program and touring your office. | was impressed by the opportunity your next Social Metia Specialist wil have te bul tong 1 was pg presence for Aeme Corporation on Facebook, Twitter Instagram, and inked As coor aee ca my experience Includes creating and managing Socal media Properties for eth vee cpished and startup organizations. My successes include bulding 9 network of 5k Facebook earn jor AC Enterprises within three months, ghostwriting Linkedin pots for the CEO of tence industries that atracted, on averdge, over 350 “shares” each, and helping the owner of Jenny's Bling to become a major ifluencer in her industry. please know that, although Ihave been working as 9 freelancer for the last five years, cagerto return toa dynamic, fulltime marketing department ‘environment. 1 am invigorated eeaepspired by collaborative teamwork, and would find it most rewarding to help forward anne Corporation's mission of "Laying the groundwork for sustainable industry growth.” ifcan provide any additional information to help you with Your decision-making process, please let me know. llook forward to hearing from you soon! sincerely, Poter Edwards (signature hard copy lettet) Peter Edwards quis NOTES 18 FOR THE CIRCULATION OF THE DEPARTMENT OF MBA-RSSIT ‘OnLy