Professional Documents
Culture Documents
COMM 6019-05 W2016 Module 3 Week 3
COMM 6019-05 W2016 Module 3 Week 3
Communication
COMM 6019-05 W2016
Professor Kari Townsend
Module 3 Week 3
Topics: Memos (review), Business emails
(review) and letters, Direct structure
(review) and Indirect structure,
Summarizing, paraphrasing and quoting
sources, Email and Letter Assignment
Reminder, Due Dates for Research proposal
and Research report, Grammar and English
language help
Review: Memos
In-house
communications
Mike Smith
Jane Doe
Arthur Billings AB
October 11, 2012
Memos
Margins
Standard default it 1 all around
Some have 1.25 for left margin and 1 for
the rest
Can alter to fit the memo on one page
Justification
Left justify and ragged right as illustrated:
At vero eos et accusam et justo duo
dolores et ea rebum. Stet clita kasd
gubergren, no sea takimata sanctus est
Lorem ipsum dolor sit amet. Consetetur
sadipscing elitr, sed diam nonumy eirmod
tempor invidunt ut labore et dolore magna
aliquyam erat, sed diam voluptua
Paragraph Indentations
Generally not indented:
Consetetur sadipscing elitr, sed diam
nonumy eirmod tempor invidunt ut labore et
dolore magna aliquyam erat, sed diam
voluptua.
At vero eos et accusam et justo duo dolores
et ea rebum. Stet clita kasd gubergren, no
sea takimata sanctus est Lorem ipsum dolor
sit amet.
Paper
8.5 x 11 standard office paper
White or corporate stationary
Designated colour code for some
organizations
Continuation page
Name (to)
Page
date
Ending
Memos are not signed (i.e. no yours truly,
John Doe or yours sincerely, Lee Wong)
BG
CHAPTER 7
Business
Letters pg.
Emails
Memos
149
pg. 150
pg. 151
REGARDING SPACING
Letters messages to
people outside your
organization
Memos messages to people
within your organization
LO1
3 TYPES OF MESSAGES
1.ROUTINE MESSAGES
Informative and Positive
Messages
2.NEGATIVE MESSAGES
3.PERSUASIVE & SALES MESSAGES
2012 McGraw-Hill Ryerson Ltd.
1. ROUTINE MESSAGES
(Chpt. 7)
BUSINESS
NOW7)
1.
ROUTINECOMMUNICATION
MESSAGES (Chpt
Think/pair/share:
What is a routine message?
Give examples.
Positive answers
Confirmations
To requests
Routine requests
and orders
2012 McGraw-Hill Ryerson Ltd.
Ideas
Into
Patterns
:
Direct
for
Receptiv
e
Audience
s
Copyright 2013 by Nelson Education Ltd.
Direct Pattern
Use the direct pattern when you
expect the reader to be pleased,
mildly interested, or, at worst,
neutral. Put your main point the
purpose of your message in the
first or second sentence.
The direct pattern saves the
readers time, sets a proper frame
of mind, reduces frustration by
frontloading the main idea.
2012 McGraw-Hill Ryerson Ltd.
Informative and
Positive
Messages
Informative message
Explain or tell readers something
Readers reaction is neutral
Positive message
Readers reaction is positive (good
news!)
LO1
LO3
Main Point
Details
Negatives
Benefits
Goodwill Close
A Look at 8 Types
of Routine Messages p
LO6
159-
165
1. Summaries
2. Confirmation
s
3. Fact Sheets
4. News Release
2012 McGraw-Hill Ryerson Ltd.
5.Thank You
6.Congratulat
ions
7.Adjustments
8.Complaints
Routine Messages 1.
Summaries
To summarize a
conversation:
People present, Topic,
Decisions, Actions
To summarize a document:
Start with main point
Give supporting
evidence or details
2012 McGraw-Hill Ryerson Ltd.
LO6
LO6
2.
3.
4.
Routine Messages
continued:
2. Confirmations -
Keep short,
giving only the information spoken earlier;
at start, note its a confirmation
3. Fact Sheets -
Organized in
various ways (depending on purpose,
audience
and topic):
Question and answer
Who, what, where, when,
why, and how
Step by step
Chronologically
LO6
Routine Messages
continued:
News Release - Answers Who, What,
LO6
4. News Release
Short, prompt,
sincere
6. Congratulatory Notes
Specific,
7. Adjustments
Grant adjustment in
first sentence; dont discus how/why decision
made; give reason for mistake ONLY if it makes
your organization look better
Routine Messages 8.
Complaints
Because:
Dont:
Use were
busy
Say no
Say we cant
Say its our
policy
Focuses on you
instead of customer
when can you attend to
customer?
Is inflammatory
offer alternatives
Is inflammatory
what can you offer?
Focuses on you what
alternatives are
there?
LO6
2. NEGATIVE MESSAGES
(Chpt. 8)
LO1
Think/pair/share:
How do you react to negative messages?
Examples:
Grouping
Ideas
Into
Patterns
:
Indirect
for
Unrecept
ive
Audience
s
Copyright 2013 by Nelson Education Ltd.
Indirect Pattern
When you expect the audience to be
uninterested, unwilling, displeased, or
perhaps even hostile, the indirect pattern
is more appropriate. In this pattern, you
dont reveal the main idea until after you
have offered explanation or evidence. This
approach works well for bad news,
persuasion, and sensitive news. The
indirect pattern has these three benefits:
1.Respects the feelings of the audience
2.Facilitates a fair hearing
3.Minimizes a negative reaction
Negative Messages
Primary
Purpose
To give reader bad news
LO1
Parts of a
Negative
Message
Buffer
Reasons
Negatives
Alternatives
Goodwill Ending
LO3
LO3
Reasons
LO3
Negatives
LO3
Goodwill Ending
LO4
Tone
Avoid:
Im afraid were
unable
Im sorry we are
unable
Im sure you will
agree
Unfortunately
LO4
continued
Because:
Youre not
afraid, empty
phrase
You probably can,
if youre sorry
change the policy
Dont read the
readers mind
Negative
BUSINESS COMMUNICATION
COMMUNICATION NOW
NOW
BUSINESS
LO5
Think/pair/share:
When do you think it is important
for organizations to apologize?
Give an example of a recent
experience you had with an
organization where you received or
felt you deserved an apology.
2012 McGraw-Hill Ryerson Ltd.
To Apologize or Not
WARNING!!! Do not apologize in the form of
taking blame unless you have first obtained
permission from your organizations legal
counsel and/or communications group. This is
VITAL because acknowledging blame on behalf of
the organization could have serious legal
repercussions for the company and/or you!
If you apologize
LO5
LO6
To an internal audience
Use knowledge of culture, individual to
craft reply
2012 McGraw-Hill Ryerson Ltd.
BUSINESS
COMMUNICATION
3. SALES
& PERSUATIONNOW
MESSAGES
Think/pair/share:
Are you more easily persuaded by:
1.An appeal to your values and
beliefs (Pathos)
2.An appeal to your logic (Logos)
3.The credibility of the
speaker/message (Ethos)
2012 McGraw-Hill Ryerson Ltd.
LO1
Purpose of Persuasive
Messages
Analyzing a Persuasive
Situation
LO1
LO2
LO2
LO2
LO2
Strategies:
Tone in Persuasive
Messages
LO2
Tone in Persuasive
Messages continued
LO2
Tone in Persuasive
Messages
continued
careful of tone in email messages
Be
Subject line should be clear you are
asking for something
LO2
LO3
LO3
Gain Attention
Create Interest
provocative headline
startling statements
Facts
audience benefit
Compliment
Quotation
Question
summary of
problem/action
Stories
point of agreement
supporting
argument in
concrete and
specific terms
facts, figures,
examples, experts
underline
benefits
appeal to
fairness
LO3
Build Desire
Motivate Action
while reducing
resistance
imagine and
anticipate
scenarios
underline
credibility
cite testimonials
and test results.
reinforce
benefits
ask for specific
response
give deadlines
linked to
incentives.
Strategy in Sales
Letters
Offer guarantee
2012 McGraw-Hill Ryerson Ltd.
LO4
http://www.criticalmediaproject.org/cm
l/media/mad-men-don-draper-salespitch/
http://www.youtube.com/watch?
v=cFdCzN7RYbw
LO6
APA Citation
Go Here First
Go Here Next!
https://exowa.fanshawec.ca/exchweb/bin/redir.asp?
URL=http://owl.english.purdue.edu/owl/resource/560/01/
LO6
Citations - Benefits
Gives credit for intellectual debts
Reinforces and supports your line of
argument
Adds credibility of supporting
authorities
Protects your reputation and reassures
readers of your honesty
Gives readers access to further
sources on a particular topic
Shows honesty
LO6
Differences: Quoting,
Paraphrasing & Summarizing
Quoting
The sources expression is especially effective, vivid,
or original.
The source depends on specialized or technical terms.
You want to dispute the terms of the sources argument.
Integrate quotes into your own grammar or argument
Must cite
Paraphrasing
Summarizing
Citing - Tips
No need to cite
Common knowledge
Your own observations
Common knowledge dates
Familiar sayings
Proverbial sayings
LO6
APA Documentation
in Business
Research Reports
http://blog.efpsa.org
Why bother?
The Unexciting Reasons for
Documentation:
o It makes research easier and faster if you have
to return to a source everything is
consistent.
o It prevents you from duplicating your research.
o It gives others confidence in your research
you went out and found credible sources.
o It shows you did not plagiarize! Woohoo!
o You have to for this assignmentand others in
your future educational career paths.
Things to Remember #1
References page
List entries alphabetically by the last name
of the author (the first author, if there
are multiple authors
listed).
Environmental
Awareness 9
References
Bourette, S. (2002, March). Planespotting.
Shift. Retrieved March
14, 2005, from
Http://www.shift.com/content /10.1/53/1.html
Patterson, K. (2000). The water in between: A
journey at sea. Toronto: Vintage.
Spearing, M. (2004, February). APA format.
Library & information science: Citation guides
for electronic documents. Retrieved October
31, 2010, from http://www.ifla.org/I/
training/citation/citing.htm
APA: Website
Spearing, M. (2004, February). APA format.
Library & information science: Citation
guides for electronic documents. Retrieved
October 31, 2010, from http://
www.ifla.org/I/training/citation/citing.htm
Last Name, First Initial. (Date the site
was last updated). Page name. Website
title. Retrieved Date you looked at the
site, from URL
APA: Article in an
Online Journal
APA: Book
Patterson, K. (2000). The water
in between: A journey at sea.
Toronto: Vintage.
Things to Remember #2
Page Headers for
References
&
Body
MLA (which you may have used in the
past for citations) and APA use
different headers:
MLA = Last Name + Page Number (Smith
9)
Smith 9
Works Cited
Bourette, Sarah. Planespotting. Shift.
Mar. 2002. Web. 15 Mar. 2005.
Patterson, Kevin. The Water In Between: A
Journey at Sea. Toronto: Vintage, 2000.
Print.
QUOTATIONS
Direct Quotations MUST be copied
accurately, word-for-word and they
must be placed in quotation marks
APA recommends an AUTHOR/DATE style
of citations-page # follows material
As Davis (1998) reports, smaller
cars are the way of the future
(p.26).
Short Quotations
If you are directly quoting from a work, you will
need to include the author, year of publication,
and the page number for the reference (preceded by
"p.").
Introduce the quotation with a signal phrase that
includes the author's last name followed by the
date of publication in parentheses.
According to Jones (1998), "Students often had
difficulty using APA style, especially when it was
their first time" (p. 199).
If the author is not named in a signal phrase,
place the author's last name, the year of
publication, and the page number in parentheses
after the quotation.
She stated, "Students often had difficulty using
APA style" (Jones, 1998, p. 199).
Long Quotations
Place direct quotations longer than 40 words in a
free-standing block of typewritten lines.
Indent the first line of any subsequent paragraph
within the quotation 1/2 inch from the new margin.
Quotations (Unknown
Author)
Unknown Author: If the work does not have an
author, cite the source by its title in the
signal phrase or use the first word or two in
the parentheses. Titles of books and reports are
italicized or underlined; titles of articles,
chapters, and web pages are in quotation marks.
A similar study was done of students learning to
format research papers (Weight Watchers Diet,"
2001).
Note: In the rare case the "Anonymous" is used
for the author, treat it as the author's name
(Anonymous, 2001). In the reference list, use
the name Anonymous as the author.
Quotations (Electronic
Sources)
If possible, cite an electronic document the
same as any other document by using the authordate style.
Kenneth (2000) explained...
Unknown Author and Unknown Date: If no author or
date is given, use the title in your signal
phrase or the first word or two of the title in
the parentheses and use the abbreviation "n.d."
(for "no date").
Another study of students and research decisions
discovered that students succeeded with tutoring
("Tutoring and APA," n.d.).
Quotations(Electronic
Sources) continued
Sources Without Page Numbers
When an electronic source lacks page numbers, you
should try to include information that will help
readers find the passage being cited.
Quotations (Lecture
Powerpoint)
If you are directly quoting from a
professors ppt, you will need to
include the professor and year in
class.
HELPFUL LINKS
From Purdue OWL:
http://owl.english.purdue.edu/owl/resource/560/01/
From Fanshawe Learning Centre:
http://www.fanshawec.ca/sites/default/files/assets
/the~learning~centre~-~tlc/apa1.pdf
From Fanshawe Library & Media Services Citation
Help page:
http://fanshawec.libguides.com/content.php?
pid=192084&sid=1613390http://fanshawec.libguides.co
m/content.php?pid=192084&sid=1613390
QUESTIONS!
http://www.stu.ca/inkshed/nletta03/hunt.htm
6. Methods and
procedures
7. Qualifications
includes
facilities and
resources
available
8. Work schedule
9. Call to action
QUESTIONS?
GRAMMAR
LO1 Define and explain
the logic of
grammar
LO2 Discuss how to
identify and
correct common
punctuation errors
LO3 Explain the uses
of punctuation
within sentences