Professional Communication

Transcription

1 1 Professional Communication 1

2 3 Agenda Communication Analyze the writing situation Personal Business , Memos, Letters Editing your work 4 Analyze the Writing Situation Consider the following Subject Audience and Purpose Development Drafting Revising and Editing Collaboration 2

3 5 Communications: Foundation Personal (PACT) Purpose Audience Content Tone Business Same 6 Introduction Sets tone and prepares recipient for intended message Useful subjects lines Information requests Quoting documents 3

4 7 Useful Subject Lines Allow for mental shift to receive message Be brief Note urgency when appropriate 1. Subject: need 3 MPNs complete by Tues 2. Subject: URGENT: need transcript evaluated to clear student 3. Subject: REQ: turn in Financial Literacy Workshop comments 8 Information Requests Using the word information Subject: information Please send me information about UIUC. This gives very little clue as to what the person wants to know about: admission application deadlines? The number of students? The acreage? The number of buildings? One could send paper p documents or give URLs? However, in order to be effective more detail is needed. With like this one has to ask for further context. Mail like this would have been much better as... Subject: UIUC history Are there any Web pages about the history of the U of I? 4

5 9 Quoting Documents Be explicit when responding to an Use reply to sender and include message Instead of sending an that states: Yes I did. Use: > Did you get all of MPNs completed by Tuesday as needed? Yes, I did. Thanks for checking. 10 Greeting Elements to include Introduce yourself, if necessary Good morning, Mr. Smith: My name is Annette Jones, the account manager for College of the Deserts to ensure our student s accounts are current and in good standing... 5

6 11 Good morning, Mr. Smith: My name is Annette Jones, the account manager for College of the Content Deserts. I am primarily responsible for helping students make payment arrangements to ensure our student s accounts are current Why and is in the good recipient standing. I receiving would like to this meet with ? you next week to discuss a student payment option, developed for your region. As you know, our student account averages have increased over the past quarter. Our department has decided to develop a new strategy to reverse these numbers. If a problem or another situation needs to be resolved, what led up to this point? What did the recipient request that the t I ld i t i t th t t sender is now completing? Because you had success in this area as the southwest region account manager, I would appreciate your input on the strategy you designed. I would like to have a teleconference with you and my account team next week. Please let me know your availability over the next week so we can discuss your strategy in more detail. 12 Content request Many recipients are busy and may not read all of the way to the end of the Many recipients will skim an to decide its priority. If the request is urgent and important but not emphasized until the end of the , it can easily be overlooked and set aside Including the request twice at the beginning and at the end of the helps to emphasize the importance and increase the probability the request will be completed 6

7 13 Good morning, Mr. Smith: My name is Annette Jones, account manager for the College of the Deserts, southeast region. I am primarily responsible for developing strategies t for ensuring our college s student t accounts are current and in good standing. I would like to meet with you to discuss the student retention strategy you developed for your region. As you know, our student retention has decreased over the past quarter. Our department has decided to develop a new strategy to reverse these numbers. Because you had success in this area as the southwest region account manager, I would appreciate your input on the strategy you designed. I would like to have a teleconference with you and my account team next week. Please let me know your availability over the next week so we can discuss your strategy in more detail. 14 Conclusion Simply list your name Business use signature line *Captive audience add-ons Annette Jones Account Manager, Southeast Region College of the Deserts Phone: annette.jones@cods.com 7

8 Good morning, Mr. Smith: My name is Annette Jones, the account manager for the College of the Deserts, southeast region. I am primarily responsible for developing strategies for ensuring our college s student accounts are current and in good standing. I would like to meet with you to discuss the student retention strategy you developed for your region. As you know, our student retention has decreased over the past quarter. Our department has decided to develop a new strategy to reverse these numbers. Because you had success in this area as the southwest region account manager, I would appreciate your input on the strategy you designed. I would like to have a teleconference with you and my account team next week. Please let me know your availability over the next week, so we can discuss your strategy in more detail. Annette Jones Account Manager, Southeast Region College of the Deserts Phone: annette.jones@cods.com 16 Memorandums Effective memo outline TO: (readers' names and job titles) Heading FROM: Introduction (your name and job title as well as your initials if the memo is to be delivered to the Problem recipients) Assignment DATE: Purpose (current and of statement complete date) SUBJECT: (what the memo is about) 8

9 17 Memorandums Summary Provides brief information of the key recommendations you are making Discussion Provides any necessary details to support your recommendations Conclusion Use a courteous ending to state the action you want your audience to take MEMO TO: Robert Carroll, Personnel Assistant FROM: Susan Smith, Personnel ManagerSS DATE: October 1, 2008 SUBJECT: Performance Objectives Your responsibilities are important to the human resource services we provide to the university. In addition to the feedback I have provided in your performance evaluation, I am writing this memo to summarize the specific performance objectives for you to accomplish over the next year. It is important that you meet or exceed the following objectives: 1. Recruitment Planning: Planning the recruitment involves a defined action plan discussed in your performance evaluation report. 2. Recruitment Files: A recruitment file must be created for each applicant according to the itinerary discussed in your performance evaluation report. 3. Turnover Report: You must create a computer-generated report that provides quarterlyinformation on employee turnover. The report must contain the specific information listed in your performance evaluation report. We will discuss these objectives again on November 1. At that time, please address any questions or concerns you may have on these objectives with me. We will be meeting monthly 18 to review your progress and ensure you meet these goals. 9

10 19 Letters Heading College of the Deserts 1234 Palm Canyon Dr. Palm Springs, CA October 1, 2009 <Space> ABC Company 5678 Madison Avenue New York City, NY Letters My name is Annette Jones, account manager for College of the Deserts, southeast region. I am primarily responsible for developing strategies for ensuring our college s student accounts are current and in good standing. I would like to meet with you next week to discuss the student retention strategy you developed for your region. As you know, our student retention has decreased over the past quarter. Our department has decided to develop a new strategy to reverse these numbers. Because you had success in this area as the southwest region account manager, I would appreciate your input on the strategy you designed. I would like to have a teleconference with you and my account team next week. Please let me know your availability over the next week so we can discuss your strategy in more detail. 10

11 21. Letters Introduction Salutation Same as inside address To Whom It May Concern : or, Dear Mr. Simmons: 22. Letters Closing Formal closing Signature placement Supplements Regards, Annette Jones Annette Jones Cc: Encl. 11

12 College of the Deserts 1234 Palm Canyon Dr. Palm Springs, CA October 1, 2009 XYZ Corporation 1234 Business Drive Revenue City, NY Good day, XYZ Corporation: Thank you for sending my catalog order. I received the first items, silver letter openers, and it is just what I wanted for our WASFAA awards ceremony. However, the second item, a glass vase, was broken in two places. I am returning it with this letter. I would like a replacement for the defective vase. If the vases are no longer in stock, I would like a refund to my account. My account number is Thank you for your quick response regarding this matter. I enjoy purchasing from your company and would like to continue doing so. Regards, Jacquie Student Jacquie Student 23Encl. defective vase 24. Revising Your Work: The Details Questions to ask? Is my purpose clear to recipient? Is my writing unified? Is my writing coherent? Will the recipient be able to follow the organization? Are there enough details, examples or other necessary specifics? Is my tone appropriate? 12

13 25. Editing Your Work: The Details Questions to ask? Do paragraph breaks help recipients i grasp related information? Do transitions make appropriate connections? Are sentences smooth and concise? Do words say what I mean? Are grammar and punctuation correct? And last but not least Are any words misspelled? 26 Editing Your Work: The Details I cdnuolt blveivee that I cluod aulaclty uesdnatard what I was rdanieg, the phaonmneal pweor of the hmuan mnid aoccdrnig to a rseearcher at Cmabridge Uinervtisy, it doesn t mttaer inwaht oredr the ltteers in a word are, the olny iprmoatnt tihng is that the frist and lsat ltteer be in the rghit pclae. The rset can be a taotl mses and you can still raed it wouthit a problem. This is bcuseae the huamn mnid deos not raed ervey lteter by istlef, but the wrod as a wlohe. Amzaning huh! yaeh and I awlyas thought slpeling was ipmorantt! 13

14 27 Wrap Up Share one item you will change and why Follow-up questions 14