©2002 McGraw-Hill Ryerson Limited. All rights reserved.

Building Critical SkillsFirst Canadian Edition

BUSINESS COMMUNICATION

Kitty O. LockerKitty O. LockerStephenStephen Kyo KaczmarekKyo Kaczmarek

Kathryn BraunKathryn Braun

©2002 McGraw-Hill Ryerson Limited. All rights reserved.

odule 1odule 1

Reflect on your own current communications skills.Reflect on your own current communications skills.

Establish realistic goals for building on those skills.Establish realistic goals for building on those skills.

Analyze the purpose, audience, context, and form of your Analyze the purpose, audience, context, and form of your messages.messages.

Identify and analyze communication situations.Identify and analyze communication situations.

Introduction to Business Communication

Skills toSkills to

©2002 McGraw-Hill Ryerson Limited. All rights reserved.

odule 1odule 1Introduction to Business Communication

What is business communication?What is business communication?Will I really have to write?Will I really have to write?What is an effective message?What is an effective message?How do I begin to analyze communications situations?How do I begin to analyze communications situations?

TopicsTopics

©2002 McGraw-Hill Ryerson Limited. All rights reserved.

Myths About Workplace WritingMyths About Workplace WritingSecretaries will do all my writing. Secretaries will do all my writing.

II’’ll use form letters or templates ll use form letters or templates when I need to write.when I need to write.

II’’m being hired as an accountant, m being hired as an accountant, not a writer.not a writer.

II’’ll just pick up the phone.ll just pick up the phone.

©2002 McGraw-Hill Ryerson Limited. All rights reserved.

How can you add to your skills?

Employability Skills 2000+ (The Conference Employability Skills 2000+ (The Conference Board of Canada) lists these communication Board of Canada) lists these communication skills:skills:

Read and understand information in a variety of forms (words, Read and understand information in a variety of forms (words, graphs, charts, diagrams).graphs, charts, diagrams).Write and speak so others pay attention and understand.Write and speak so others pay attention and understand.Listen and ask questions to appreciate other points of view.Listen and ask questions to appreciate other points of view.Share information using a range of technologies.Share information using a range of technologies.Use relevant fieldUse relevant field--specific knowledge to explain ideas.specific knowledge to explain ideas.

©2002 McGraw-Hill Ryerson Limited. All rights reserved.

Basic PurposesBasic PurposesAll workplace writing has at least All workplace writing has at least three basic purposes:three basic purposes:

To inform.To inform.To request or to persuade.To request or to persuade.To build goodwill.To build goodwill.

©2002 McGraw-Hill Ryerson Limited. All rights reserved.

Business and School WritingBusiness and School WritingDiffer based onDiffer based on

Purpose.Purpose.Audience.Audience.Information.Information.Organization.Organization.Style.Style.Layout.Layout.Visuals.Visuals.

©2002 McGraw-Hill Ryerson Limited. All rights reserved.

Internal and External AudiencesInternal and External Audiences

InternalInternalSubordinatesSubordinatesSupervisorsSupervisorsPeersPeers

ExternalExternalCustomers/StockholdersCustomers/StockholdersUnions/Government AgenciesUnions/Government AgenciesPress/General PublicPress/General Public

©2002 McGraw-Hill Ryerson Limited. All rights reserved.

Good Business WritingGood Business Writing

Is clear.Is clear.Is concise.Is concise.Is comprehensive.Is comprehensive.Is complete.Is complete.Is correct.Is correct.

©2002 McGraw-Hill Ryerson Limited. All rights reserved.

PAIBOCPAIBOCPP What are yourWhat are your purposespurposes in writing?in writing?

AA Who is (are) yourWho is (are) your audiencesaudiences??

II WhatWhat informationinformation must your message must your message include?include?

BB What reasons or readerWhat reasons or reader benefitsbenefits can you use can you use to support your position?to support your position?

OO WhatWhat objectionsobjections can you expect your can you expect your reader(s) to have? reader(s) to have?

CC How will theHow will the contextcontext affect reader response?affect reader response?