Business Communication
Lecture Handouts
2007 – 2008
Laura Dallas, CGA
L. Dallas, CGA
CM1 Handouts 2007-2008
Page 1
Table of Contents
Table of Contents ..............................................................................Page 2
Module 1 - Resources available.........................................................Page 3
Module 1 - Studying suggestions.......................................................Page 4
Module 3 - The revision process........................................................Page 5
Module 4 - Guidelines for letters and memos ....................................Page 6
Module 6 - Business letters ...............................................................Page 7
Module 7 - A summary.......................................................................Page 8
Module 7 - General guidelines for developing a summary.................Page 9
Module 7 - Steps for writing summaries.............................................Page 10
Module 8 - Parts of a formal report ....................................................Page 11
Module 8 - Parts of a formal report ....................................................Page 12
Module 10 – A Study Plan for the final Exam ....................................Page 13
L. Dallas, CGA
CM1 Handouts 2007-2008
Page 2
Module 1
Handout
Resources available
1.
Module summaries
A summary of the important points for the module
A handy study tool to use as review before the exam
2.
On-line tutor
Accessible from the RESOURCES section of EdNet
Can be helpful to read the questions and answers already posted
3.
Test your knowledge & Self-study questions and suggested solutions
Excellent extra study material
4.
Course updates
Although many of you are taking this in the spring or summer, the material was produced
last fall, and there may be updates from time to time
You can find the link for the course updates in EdNet
5.
Past exams
Available from EdNet
Very important for you to print all past exams as soon as possible
Indicative of the style of questions you will receive
Includes the exams, suggested solutions and the marker comments
The marker comments are extremely important, as they tell you where the other students
made mistakes
6.
Study guide
•
Available on the EdNet, and is a huge resource! Have a look at it now.
7.
Student lounge
From the resources you can easily access the student lounge
Many students set up study groups within the student lounge
8.
Textbook website
Almost all textbooks now have a web site to provide additional support for students.
For the text web site, you will find chapter-by-chapter summaries, multiple-choice
questions. Many students will find this textbook support very helpful
L. Dallas, CGA
CM1 Handouts 2007-2008
Page 3
Module 1
Handout
Studying suggestions
1.
Review module summary
This opens your brain for what you are going to learn
2.
Read the assignment questions
This lets you know what the goal post is
3.
Skim the module notes
This should only take ½ hour to skim through
4.
Listen to the lecture
Of course I think this is important!
5.
Read the assignment questions again
Making sure that you clearly know the objective
6.
Read each topic of the module in detail
Although you will not need the details from each topic for the assignment, you will need this
level of detail for the big picture understanding.
7.
Read the corresponding assigned reading for each topic
Perhaps you may want to highlight the important part with a yellow highlighter
8.
Read the review questions and suggested solutions
Some of the assignment questions are similar, and this will give you an idea for the format.
9.
Prepare your assignment
L. Dallas, CGA
CM1 Handouts 2007-2008
Page 4
Module 3
Handout
The revision process
1. Larger matters
Objective, reader
2. Middle matters
Paragraphs and sentences
3. Smaller matters
Word choice and punctuation
4. Format
Headings, lists, numbering, and tables
5. Final draft
A clean copy
Proofreading
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Proofreading is a completely separate process from editing.
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Proofreading involves careful, line-by-line reading of your writing.
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Take a break from your document after editing and then come back to
proofread the document when your eyes are fresh.
Find a co-worker or friend with whom you can share your proofreading.
1. Computer spell check
Remember the limitations
2. Take a break
For an hour, or overnight
3. Read through line-by-line
4. Double-check for your common errors
5. A final read line-by-line
L. Dallas, CGA
CM1 Handouts 2007-2008
Page 5
Module 4
Handout
Memos
Purpose of Memos:
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To communicate, inform, request
Make it clear to the reader exactly what you want them to do
Getting started:
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Prepare an outline on the left hand side of the exam booklet
Organizing the memo
For the reader!
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P
M
R
C
Purpose
Method
Result
Conclusion
Subject line
Explain the problem
What did you do/what do you want the reader to do
Thank you, who to contact
Points to remember
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Identify your audience
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Use the correct tone for your audience keeping in mind the relative status
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Keep the reader’s needs in mind
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Use the “you” approach
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Use clear, concise paragraphs (4 –5 sentences))
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Follow the specific format as given in Exhibit 3-2
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Organize paragraphs using:
1. Decreasing-order-of-importance
2. Sequential arrangement
3. Spatial arrangement
4. Chronological arrangement
L. Dallas, CGA
CM1 Handouts 2007-2008
Page 6
Module 4
Handout
Guidelines for letters and memos
Introduction:
1.
Identify the subject of the letter or memo. Be explicit; relate the topic to your reader’s
interests and concerns.
2.
Explain why you’re writing, if necessary. For example, you might be writing at someone
else’s request or in response to an earlier communication.
3.
Identify the issues you will discuss, if they’re not obvious from what you’ve already said.
4.
Summarize your conclusion and/or recommendations.
Note: Items 3 & 4 can often be combined. Avoid unnecessary repetitions, and write as
concisely as possible.
Body of the letter or memo:
1.
Divide the body into major sections, perhaps one major section for each issue or
conclusion listed in your introduction.
2.
Consider whether headings will make your letter or memo easier to follow.
3.
Begin each section with the main idea of the section. Use transitions as necessary to
preserve a smooth flow of thought.
4.
Discuss issues from most important to least important. Consider this question from the
reader’s point of view.
5.
Limit most paragraphs to 4 or 5 sentences. Begin each paragraph with a topic sentence.
6.
Discuss the issues in the context of the reader’s situation. Support your conclusions with
facts and examples with which the reader is familiar.
Conclusion:
The conclusion of a letter or memo should give the reader a sense of closure. The type of
conclusion you write depends on the document as a whole. Here are some possibilities:
1.
A letter should end with a conventional courteous closing. A memo may also end with
such a closing, depending on the custom of the organization where you work.
2.
You can suggest a follow-up to your letter or memo: what you want the reader to do or
what you will do.
3.
Some memos don’t need conclusions because the final paragraph of the text provides
the needed closure.
4.
For long documents, it’s usually a good idea to summarize your main ideas in the
conclusion.
L. Dallas, CGA
CM1 Handouts 2007-2008
Page 7
Module 6
Handout
Business letters
Approaches
1.
Direct
2.
Indirect
Types of business letters
1.
Inquiry and request
a)
Solicited
b)
Unsolicited
2.
Information
3.
Claim letters
a) Routine claims (direct approach)
b) Arguable claims (indirect approach – with positive opening statement)
4.
Responses to claim letters
a) Adjustment letters (if you grant the claim – direct approach)
c) Refusal letter (indirect approach, positive and constructive)
Important points to remember
1.
Know your audience
2.
Write concisely and constructively
3.
Anticipate reader’s needs
4.
Organize for clarity
5.
Keep a positive tone
L. Dallas, CGA
CM1 Handouts 2007-2008
Page 8
Module 7
Handout
General guidelines for developing a summary
1.
Select only the main points
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2.
Determine the length of a summary according to your purpose
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3.
Not ‘the author said’ or ‘the report summarizes’
As much as possible, use your own words
•
5.
No more than 1 page (20 pages down to 1 page!)
Write from the author’s point of view
•
4.
Sort main points from supporting material
Don’t just copy the original
Ensure that your summary can stand alone as a self-contained document
•
L. Dallas, CGA
Have someone read just the summary to make sure it makes sense
CM1 Handouts 2007-2008
Page 9
Module 7
Handout
Steps for writing summaries
1.
2.
Read the original carefully
•
(Unless this is your report!)
•
Content and organization of the summary should be the same as the original
Write out the topic or main point
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3.
4.
List the main points
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In the order as given (use the table of contents as a guide)
•
Keep proportionate to the original
Review your list of points
•
5.
8.
Using the keywords as given
Check for length
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Do you need to add or condense?
•
Think of your audience’s needs
Continue to revise summary to the appropriate length
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9.
Not complete sentences
Using the outline as a guide, begin to draft the summary
•
7.
Ensure that each is essential
Use your list of main points to make an outline
•
6.
In a single sentence
Concise sentence structure (see topic 2.3)
Edit your summary again
•
L. Dallas, CGA
Carefully checking all grammar, spelling, verbs, parallelism
CM1 Handouts 2007-2008
Page 10
Module 8
Handout
Parts of a formal report
•
Letter or memo
Report title
Official statement
Authorization
1- 3 sentence summary of report
acknowledgements
offer to answer questions (& tel number)
date line
Protect
Appearance
Full report title
Your name & title
Name & title of whom report prepared for
Date
Indent subheadings (see Module 9 page 6 for a better
example – not page 6:7)
Paging important!
Introduction is page 1
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Only if necessary
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1. Transmittal document
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2. Cover
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3. Title page
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4. Table of contents
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5. List of illustrations
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Most frequently read part of report
For the busy executive
Page 8:10 is an example
Problem, outline recommendations
Statement of purpose
See page 6:8
Relevant background
Significance of the report
Statement of the problem
Methodology
Indication of report’s scope
Headings, subheadings – consistency
Single space document with blank line between each
paragraph, and extra lines between sections
Plenty of white space on the page
•
There should not be any new info here!
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6. Executive summary
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7. Introduction
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8. Body of report
9. Conclusion
10. Appendices
11. References
L. Dallas, CGA
•
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Technical detail, questionnaires
Each is lettered and on a separate page
You may only have one, or a few for your formal report
CM1 Handouts 2007-2008
Page 11
Module 8
Handout
Parts of a formal report
1. Transmittal document
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Either letter or memo format, depending on audience
Includes: report title, official statement, authorization, 1 – 3 sentence summary including
recommendations, acknowledgements, offer to answer questions
2. Title page
•
Professional, including full report title, name and title for both written by and written for,
company name, date
3. Table of contents
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Must match the actual headings, sub-headings and pages of the report.
Proper indenting, aligned columns, and white space
4. Executive summary
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Should include the problem, outline, recommendations
Must be separate page numbering, on a separate page of its own and usually only one page
5. Introduction
•
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Should include: a statement of purpose, background, significance, problem, methodology,
and scope
Should only include sub-headings if more than one page, and should not include the
recommendations
6. Body and headings
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Layout of headings and sub-headings is very important, as is to organize the order of each
heading and sub-heading (use PMRC strategy)
Ensure graphics serve a legitimate purpose, are easy to understand, and are referenced
Ensure the report is the appropriate length, as requested (more is not always better)
7. Conclusion and recommendations
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Conclusions and recommendations can be combined, and if there are several, include in a
numbered list in the same order as they appear in the report
Do not introduce any new topics here
8. Appendices
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Includes supplementary material that the audience may find useful.
Do not include supplementary information in the report just to add volume
Each appendix should be labeled (usually top right corner) as Appendix #
The page numbering should continue from the conclusions and recommendations
9. References
•
Follow the MLA format, as the text
L. Dallas, CGA
CM1 Handouts 2007-2008
Page 12
Module 10
Handout
Study Plan – for the final exam
Let’s assume you have almost 4 weeks.
The first week focus on one type of question, such as the memo and the next week focus on the
letter or summary. In the last week, do at least 3 complete exams.
Task list:
1.
2.
3.
4.
Do at least 6 M e m o past exam questions
Do at least 6 L e t t e r past exam questions
Do at least 6 S u m m a r y past exam questions
Do at least 3 c o m p l e t e p a s t e x a m s
How to tackle the past exam questions
1. On the first time you go through a past exam question, let’s say you do a MEMO first:
a. Skim the exam question.
b. Read the exam question & scenario
c. Read the exam question & scenario again, with a highlighter in hand.
d. Read the exam marker comments for the question
e. Read the suggested solution for the question
f. Use the suggested solution and make an OUTLINE for the answer.
g. Write out an answer from your outline
h. Compare your answer to the suggested solution, and remember it should not be
the exact same wording as the suggested solutions.
2. On the second time you go through the past exam question:
a. Skim, read & then read with highlighter in hand.
b. Read the exam marker comments for the question
c. Read the suggested solution for the question
d. Use the suggested solution and make an OUTLINE for the answer.
e. Write out an answer from your outline
f. Compare your answer to the suggested solution, and remember it should not be
the exact same wording as the suggested solutions.
3. On the third time through the past exam question:
a. Skim, read & then read with highlighter in hand.
b. Read the exam marker comments for the question
c. **Make an OUTLINE for the answer. (Do NOT peek at the suggested solution.)
d. Write out an answer from your outline
e. Compare your answer to the suggested solution, and remember it should only be
similar, not the same.
4. On the 4th, 5th, & 6th times through the past exam question:
a. Skim, read & then read with highlighter in hand.
b. **Make an OUTLINE for the answer. (Do NOT peek at anything first!)
c. Write out an answer from your outline
d. Compare your answer to the suggested solution.
Now, after 6 times through, you should feel confident to tackle the exam!
L. Dallas, CGA
CM1 Handouts 2007-2008
Page 13