Business Communication
Providence College
471.12
Winter 2005
Bruce Duggan
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8a
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Presentations
Intel
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Exercises
Pg 160
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Document 6A
The move to our new offices will take place over this coming
weekend. For everything to run smooth, everyone will have
to clean out their own desk and pack up the contents in
boxes that will be provided. You will need to take everything
off the walls too, and please pack it along with the boxes.
If you have a lot of personal belongings, you should bring
them home with you. Likewise with anything valuable. I do
not mean to infer that items will be stolen, irregardless it is
better to be safe than sorry.
On Monday, we will be unpacking, putting things away, and
then get back to work. The least amount of disruption is
anticipated by us, if everyone does their part Hopefully,
there will be no negative affects on production schedules,
and current deadlines will be met.
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Document 6A
We will be moving on the weekend. Could everyone on
Friday clean out their work space and wall space into boxes
provided.
All personal items should be taken with you during the move.
The company is not responsible for lost or stolen items.
On Monday we will be unpacking, settling in and returning to
projects at the new building. Production and deadlines
should be unaffected by the move. To run smoothly we need
you to do your part.
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Document 6B
•?
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Document 6C
For delicious, air-popped popcorn, please read the following
instructions: the popper is designed to pop 120 mL of
popcorn kernels…
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Document 6C
Directions:
1. Prior to first use wash chute and measuring cup in
warm soapy water.
2. Preheat the chamber for two minutes with chute in
position.
3. Turn off popper before adding kernels.
4. Do not add more than 120mL of popcorn kernels.
5. Let popcorn machine run till most of the kernels are
popped.
6. For additional batches, more kernels may be added
after the first batch is finished.
Most batches make between 3.4 and 4.5 litres.
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Document 6C
Precautions:
1.
Do not leave the popper unattended while plugged in.
2.
Do not use if the cord is damaged.
3.
Do not touch the popper while it is hot.
4.
Do not use if the popper is not working properly.
5.
Do not add ingredients such as oil, shortening, butter,
margarine or salt to the popping chamber.
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Document 6C
Cleaning Instructions:
1.
Using a soapy dishcloth, wipe the base of the popper
and dry. Do not immerse the popper in water.
2.
Wash chute/measuring cup in warm soapy water.
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Document 6-3 a, b, c
•?
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8b
Active & Passive Voices
Evaluations
Exercises
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Writing: Direct
Routine | Good News | Goodwill
Opening
main idea
Body
necessary details
Close
either: - repeat good news
- ask for action
“cordial”
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Writing: Indirect
Bad news
Opening
either: - neutral point
- explanation
Body
main point
Close
end on positive note
“cordial but firm”
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Writing: Indirect
Due to a lack of incremental progress in our
overseas markets, it is necessary to derecruit all
workers with less than one year’s seniority. As a
result, your redundancy will begin in six weeks.
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Writing: Persuasion Messages
Text says:
Opening
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capture attention
benefits
Body
build interest
create desire to agree
then >> main idea
Close
request action
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Writing
Active Voice
• This contract has problems.
Passive Voice
• There are problems with this contract.
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Writing
Active Voice
• This contract has problems.
• You lost the shipment.
Passive Voice
• There are problems with this contract.
• The shipment was lost.
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Writing
Active Voice
• This contract has problems.
• You lost the shipment.
• We have agreed that our priority is sales.
Passive Voice
• There are problems with this contract.
• The shipment was lost.
• It has been agreed that our priority is sales.
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Writing
Active Voice
• makes clear
• takes responsibility
 If in doubt, be active.
Passive Voice
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Writing
Active Voice
• makes clear
• takes responsibility
 If in doubt, be active.
Passive Voice
 To avoid placing blame.
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Writing
Active Voice
• makes clear
• takes responsibility
 If in doubt, be active.
Passive Voice
 To avoid placing blame.
 To be impersonal?
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Writing
Active Voice
 This contract has problems
Passive Voice
 There are problems with this contract.
Use active voice except to avoid
making accusations, attributing
credit or blame, and when using
personal pronouns.
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And Now For The News…
Writing good news messages
 ch 7
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Good News
Good news for the recipient
Good for the organization?
Who cares?
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Good News
Opening
main idea
Body
necessary details
Close
either: - repeat good news
- ask for action
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Opening
I am pleased to inform
you that after
deliberating the matter
carefully, our human
resources committee
has recommended you
for appointment as staff
accountant.
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Congratulations! You’ve
been selected to join
our firm as a staff
accountant, beginning
March 20.
Body
 Everything the reader needs to know
We were impressed by your background and
education—and particularly by the commitment you
have shown in previous jobs.
The starting salary is $36,000 per year, plus benefits. I
will e-mail you a draft contract tomorrow.
You indicated in the interview that you could start right
away. I’d like to have you start this Monday. Come see
me at 9 am. I will introduce you to your co-workers
and set you up in your office.
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Close
 A cordial ending
• Next action
• Restate main point
Can be somewhat more personal
I’m looking forward to having you join our company.
Call me if you need a few more days before you begin
work. Otherwise, I’ll see you Monday.
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Respond to Complaint
 Yes
• Good news
 Even if not good news for your company
 No
• Bad news
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Respond to Complaint
 Does fault matter?
• If company responsible
• If 3rd party responsible
• If customer responsible
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Respond to Complaint
• Company responsible
Specific News
Apology
Steps
Thank-you
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pg 181
Respond to Complaint
• Company responsible
pg 181
Specific News
Here is your wool-and-mohair sweater to replace the one
returned to us with a defect in the knitting on the left sleeve.
Apology
I apologize for the inconvenience we have caused you.
Steps
We are adding an inspection step before packing…
Thank-you
Thank-you for giving us the opportunity to correct…
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Respond to Complaint
• 3rd party responsible
Honour claim
Honour claim w explanation
Refer to 3rd party
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Respond to Complaint
• 3rd party responsible
Honour claim
 Simple, clean
Honour claim w explanation
 Tricky but sometimes OK
Refer to 3rd party
 Almost always a bad plan
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Respond to Complaint
• customer responsible
Refuse claim
Honour claim
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Respond to Complaint
• customer responsible
Refuse claim
 Why is this a good choice?
Honour claim
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Respond to Complaint
• customer responsible
pg 182
Refuse claim
 Why is this a good choice?
Honour claim
 How do you point out their mistake?
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• Vague
repeat?
• Specific
insult?
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Evaluations
Team name
Your name
members
Preparation
Attendance
Quality of contribution
Follow-through
above average = 3
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below average = 1
Exercises
6&7
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Exercise 6b
Enclosed is the manuscript for your book,
Careers in Woolgathering. After perusing
the first two chapters, I concluded that
the subject matter – handicrafts and
artwork using wool fibres – does not
coincide with the publishing program of
Caribou Press. To date, Caribou Press
has only issued business works.
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6b
Although our firm is currently unable to
consider you work, I have recorded some
comments. I think that feedback can
improve a writer’s authorial skills.
I suggest you secure an appointment with
an editor at the Red River Press in
Winnipeg, who may be interested in the
nature of your work.
Wishing you the best of luck in your literary
endeavours.
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Document 6A
We are moving to our new building this weekend.
Please clean out your work space and wall space into the
boxes provided. This must be done by Friday.
Take all important personal items home before the move.
The company cannot be not responsible for items lost or
damaged during the move.
On Monday we will be unpacking, settling in, and returning
to projects at the new building. Production and deadlines
should be unaffected by the move.
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meeting to discuss Mr.
Mactavish's conduct.d.
Competiters were pleased
when company sold assets.e.
the President's expectations
for stock dividends increased
when financial evidence was
presented
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