COMMUNICATION SKILLS
Zanete Garanti
Lecturer
University of Mediterranean Karpasia
3. Three-step writing process
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



Understanding the
three-step writing
process,
Analyzing a
communication
situation,
Information- gathering
options,
Choosing appropriate
medium for messages,
Organizing a message.
Tree-step writing process
Step 1: Planning Business Messages
Step 2: Writing Business Messages
Step 3: Completing Business Messages
FOUR TYPES of Business Messages
 POSITIVE Messages
Convey good feeling
Letters of appreciation, thanks giving, expression of interest, sympathy, etc.
 NEGATIVE
Messages
Convey disappointment, disapproval, dissatisfaction
Letters of disapproval, disagreement, denial, refusal, job denials, cancellation,
etc.
 NEUTRAL
Messages
Convey no feeling, contain information, necessitating action
Day-to-day messages, reports, routine letters, reminders, proposals, etc.
 PERSUASIVE
Messages
Action demanding communication system, agreement with the writer’s point of
view
Memoranda of Interests, Invitations, Brochures, etc.
POSITIVE Message – An Example
Dear Mr. Smith,
With reference to our interview that took place on 22nd
October, I feel happy to appoint you as the House
Manager [ Finance] as per your choice.
I expect you to be joining your new position from 4th
November’14. Please be informed that you will be reporting
at our Honkong branch on 2nd Nov., so that we can process
the remaining formalities.
Also, please be aware that your work spot would be
Barcelona for a period of around 02 years after which you
can be transferred to your desired place, depending on
your all- round performance.
Please write to me stating your willingness to join our group
before 22nd so that we have ample time to make
arrangements for your journey.
Thanking you and looking forward to meeting you soon,
Sincerely yours,
Anya Hetsens
NEGATIVE Message – An Example
Dear Mrs. Brown,
This is in response to the interview you had with us last
week. As our organization is looking for candidates who
would be go-getters and who would prefer overtime
work, I regret to inform you that we may not
accommodate you at this point of time.
After having seen your performance at the interview at
our premises and considering your expertise in the fields
of your interests, I am confident that we may need you
in future. I would be glad then to intimate you about it.
On behalf of the organization, I thank you for the interest,
time and effort you have invested with us.
Regards,
Sincerely yours,
Lana Suri
NEUTRAL Message – An Example
Dear Staff,
As you are well aware of our customary summit session, conducted
annually, I would like to call your attention to the following things:
Last date for submission of reports: 03rd
Last date for submitting participation details: 05th
Last date for claiming any discrepancies: 05th
Venue: Our new branch at Shimoga, Karnataka.
Summit Scheduled between: 19th and 28th.
Please note that the presence of all the employees is mandatory and so I
seek your co-operation in this regard.
Truly yours,
Hugo Brown
Thanking you for your attention!
PERSUASIVE Message – An Example
Dear Dr. Siddharth:
It was our pleasure to be with you when you presented your
paper entitled “ Soft Skills: e-merging scene” on the 12th of this month
at IIT Mumbai.
Having been in your august presence, we have decided to
organize a work shop on the same topic to our selected employees
of our organization who, we believe, would be benefited by your
expert training.
We would like to invite you to our organization to conduct the
workshop according to your convenience at the earliest period.
Please feel free to let us know your complete requirements for
the successful organizing of the work shop as it is our privilege to assist
you in this regard.
To underline your august presence in our organization, we’d
provide you with return air tickets, Five-star hotel accommodation,
and any other expenditure that you may incur with regard to this
workshop.
Hence we would appreciate you if you let us know your
decision before 5th November.
Looking forward to being in your presence soon,
Sincerely yours,
Dheeraj Mishra
Practical applications
homework 
 Tree-
step writing process explained:
http://www.prenhall.com/behindthebook/0
132328992/pdf/Bovee_CH03.pdf
Thank you
for your
kind
attention!