MC13 书面沟通.pptVIP

Lecture 13 Written Communication Paul Goodman : excellent writing ability is the judging factor that decides whether the company will accept the candidate or not. A survey on daily involvement of the white-collar Writing 9% Speaking 30% Reading 16% Listening45% Mental preparations Take an active part in corporate activities Grasp as many writing skills as possible Be confident in you yourself Exchange opinions with others on writing Tone of business writing Professional but not rigid Good-willed but not hypocritical Confident but not arrogant Polite but not servile Case Study Please find out errors in the following memo and offer your suggestions on the improvement Types of business message Informative and positive message Negative (Bad-news) message Persuasive message Negative Messages Types of negative message Denying and refusal Discipline warning and poor performance appraisal Dismissal and discharging The purpose of negative message Primary To give the reader the bad news To have the reader read, understand, and accept the message To maintain as much good will as possible Secondary To build a good image of the writer To build a good image of the organization The right tone In negative messages, your tone will help determine your effectiveness. Put yourself in the reader’s place. Avoid using company rules or policy with no further explanation. Assume that the customer wants to do the right thing. Single people out when you praise them; put them in a group when you criticize. Talk with, not down to, the reader. The benefits of the right tone Your tone contributes to your message’s effectiveness by supporting three specific goals. Help your audience understand that your bad-news message represents a firm decision Help your audience understand that under the circumstances, your decision was fair and reasonable Help your audience remain well disposed toward your business and possibly toward you Plans for negative messages Indirect Pla