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Devices, Techniques and Communication Media

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Why is communication

important to the business world?Reasons Class activity

Selling to customers

Advertising to sell goods andservices

Maintain positive image

Presentations anddemonstrations to win over

senior managers and clients Lobbying to influencedecision makers

Political or boardroomdebates

Should office managers andadministrators seek toacquire advancedpersuasive skills?

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Persuasive communicationExamples Class Activity

Advertising

Public relations Sales

Meetings, presentations,addresses

Pressure groups

Lobbyists

What other communicationmedia can be used or areused in businesses to rampup their persuasivecommunication?

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Building blocks of persuasive

language

Short sentences e.g.?

Short words Use of imperatives e.g.

Dont delay

Adjectives and adverbs e.g.sparkling, safe, absolute

Emotive language

Repetition

Rhyme and rhythm

Puns Alliteration and assonance

Scientific evidence e.g.medicated

Bold letters

Catchy phrases

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Class Activity In groups of five,

choose a product orservice and market ittowards potentialcustomers.

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The media of public relations:

Press ReleaseDefinitions Types

Written document that setsout to report on an event,sale, new product etc. and isprovided by the media topromote publicly.

Is a message prepared by

an individual, corporation,organization or governmentagency for distribution in theelectronic or print media.

a. General news release

b. Launch releasec. Product press release

d. Executive/staffannouncement

e. Expert positioning

d. Events press release

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Definitions of types

used to present news thatthe company wants to bedecimated to the media inorder to get coverage

Company sends informationon any launch that will take

place with the company Used when a new or

updated product is beinglaunched e.g. Bubbla

This is sent by a companywhen there is a change instaff complement

Informs the public aboutexpert personnel who arealigned to a company

Sending information aboutan upcoming event and isdone in a chronologicalformat

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Types: advantages and

disadvantagesadvantages disadvantages

Determine what is said inthe release

Determine how the messageis structured

Opportunity for managingimpressions

No guarantee that therelease will be published oraired by the media house(s)

No guarantee that therelease will be published oraired on time or the time

stipulated by the source(s)

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The format for the Press

Release The press release should be written on the official stationery of the

source and should contain data on the name, address, phone # and webaddress. The name of the contact must be stated.

The headline or title of the release must be written in all bold caps. Notmore than a sentence and should be eye catching to editor.

The body begins with a date and the city from which the messageoriginates.

Must have a lead paragraph which should set out the main details ofwhat the release is about. It must tell who, what, where, when, why andhow of the message.

After the lead paragraph, the following paragraph should give only the

necessary details to make the who, what, where, when, why and how ofthe message clear.

End the message by summarizing and restating the key point of themessage.

End with ### typed across center of page below the end of the text.

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Some considerations in

composing a Press Release Ensure the message is noteworthy and must have

relevance toward target audience.

Avoid clichs, slangs, jargons, ambiguity, etc. Proofread before sending to media house

Use objective language. This can be accomplishedby using 3rd person pronouns e.g. he, she, they, etc.

N.B. look at the example emailed.

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Class Activity You are the president of the

Environment Watch YouthClub in your town and theclub has decided to clean upa local beach as its specialproject for WorldEnvironment Day. You needto inform the public andinvite their participation.

Write a press releaseinforming the local citizensof the project soliciting theirco-operation.

Your local health departmenthas discovered that one ofthe rivers in your town hasbeen contaminated by achemical that makes thewater unsafe for drinkingand bathing. As theinformation officer of thehealth department, write a

press release informing thepublic of this danger.

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Report as an internal documentdefinition Types

A document which sets outdetails in a clear systematic

way of a meeting, event,incident, etc. It can be short orextended.

Reports are composed to meeteither standardised, routine

reporting needs e.g., on thecondition of a piece ofequipment or as the result ofa call for an analyticalinvestigation.

Extended formal report- used forhigh-level, extensive reports by

central or local govts, companies Short formal report- used in

formal reporting situations wheremiddle/senior managementreports to senior or top manager

Memorandum report- used forinternal reporting between depts.

Short informal report- used wheninfo is of a lower status and lesscomplex

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Principal ComponentsExtended formal report Short formal report

Title page

Contents, pagination

Synopsis of findings

Terms of reference

Procedure

Sectionalised findings

Conclusions Recommendations

Appendices

Bibliography

Title page or heading

Terms of reference Procedure or identification of

task

Findings

Conclusions

Recommendations (whererequired)

Appendices (if appropriate)

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Principal ComponentsShort informal Memorandum report

Background

Introduction Situation

Information

Findings

Conclusions Action required

Has no fixed structure

The subject of the report

Identity of the reportsrecipients

The identity of the reportsauthor

The date at completion A reference (optional)

A circulation list

An indication of priority orconfidentiality as required.

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Class Activity Assume that you are a

departmental head at Kaybond

Ltd, and that your staff haveindicated that they are not keento work under the proposedflexible working hours system.Write a memorandum to SKilbride, managing director,

outlining the staffs response toand misgivings about theproposal and stating clearlywhat you consider to be thebest next step.

Please take an example ofeach type of report to class.Use the examples to helpyou do the class activity.

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memoranda A memorandum is a document

that aids the memory that

records events or observationson a topic.

Policy memo- a document fortransmitting policy analysis intopolitical decision sphere

Memo of understanding (MoU)

Memo of agreement (MOAg) Memo of association- a

document that governs therelationship between a companyand the outside

MOAg- document writtenbetween parties to

cooperatively work together onan agreed upon project or meetan agreed object

MoU- document describing abilateral/ multilateral agreementbetween parties. It expresses a

convergence of will betweenparties, indicating an intendedcommon line of action.

The memo is an internal letterrouted in an organisation

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Components of Memo Memohead components: from,

to, date, reference, subject,

check names, job titles andreferences

Ensure subject heading issufficiently clear and detailed

Opening segment: purpose,

context and problem, specificassignment or task; briefoverview of what the memo willbe about; should be the lengthof a paragraph.

Context: event, circumstance,or background of the problem;

establish background and stateproblem

Task segment: how the problemwill be resolved

Summary segment

Discussion: supporting ideas,facts, etc.

Closing: close with a courteousending

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Class Activity Recently there have been

several instances in yourcompany when confidentialinformation about your productsand activities has been securedby rival firms. Consequently, youroffice admin manager has askedyou to draft a memo to all officestaff reminding them of the needfor maintaining security andconfidentiality at all times, andoutlining the procedures theyshould follow when using bothpaper and electronic productionmedia.

A fire-drill in your offices lastweek revealed a number ofalarming inadequacies. Manymembers of staff behaved quiteindifferently; others seemed tohave no idea of what they shoulddo, while one or two simply donothing at all, saying that theywere far too busy.Consequently, you have beendetailed to draft a memo to allstaff aimed at emphasising thepossible dangers in remainingindifferent to companyregulations in case of fire and atsecuring an improved response.

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Business letters A written message addressed to

a person or organisation

Formal letters used for business-to-business, business-to-client,or client-to-businesscorrespondence.

Businesses use letters topromote their (corporate)

image(s), logos, and livery Letters are important to

businesses in the areas of sales,marketing, public relations andcontractual activities.

Also used to inform andpersuade

To maintain an image ofreliability, innovation,expertise or reassurance.

Parts of the business letter:

heading, inside address,salutation, body, closing.

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Sample Business Letter 3519 Front Street

Mount Celebres, CA 65286

October 5, 2004

Ms. Betty JohnsonAccounts PayableThe Cooking Store765 Berliner PlazaIndustrial Point, CA 68534

Dear Ms. Johnson:

It has come to my attention that your company, The Cooking Store has been latewith paying their invoices for the past three months.

In order to encourage our customers to pay for their invoices before the due date,we have implemented a discount model where we'll give you 2% off your invoice ifyou pay us within 10 days of receiving the invoice.

I hope that everything is going well for you and your company. You are one of ourbiggest customers, and we appreciate your business. If you have any questions,feel free to contact me at (555) 555-5555.

Sincerely, Signature

Bob PowersAccounts Receivable

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Letters of Complaint Letters of Adjustment

All letters of complaint should beexpressed clearly in a formaltone.

It must identify clearly allinconvenience suffered by thecomplainant.

Refrain from using language thatwill only embitter the situation

Allegations must be supported

with proof or evidence. If there is need for settlement,

indicate the cost in your letter. It uses the same business letter

format.

It uses the same businessletter format

Express regret at theinconvenience caused

Explains why things wentwrong

Explains what is being doneto remedy the situation.

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Letters of Complaint Adjustment Letters

Opening paragraph- who, why,what, when, where e.g. date,location, invoice, model,personnel

Middle paragraph(s)- precisenature of complaint e.g. nature,extent of damage or defect:detail of defective parts

Middle paragraph(s)- ensuing

inconvenience caused Closing paragraph- action

needed to put right, e.g.replacement, reimbursement,time-limit

Opening paragraph: statement ofregret

Middle para: (Cause of defect):explanation given afterinvestigation of why x wentwrong

Middle para: explanation ofaction to be taken to adjustcomplaint

Closing paragraph: apologyrestatement together with hopeexpressed that goodwill will beretained.

Pages 116-117 of Prescribed text

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Class activity Write a letter of

complaint to a companythat has sent you

damaged goods.

As manager of a firm,write a letter ofadjustment related to a

complaint made againstyour firm for the non-delivery of items alreadypaid for by a customer.

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Letter of request How to write a request letter: Be particularly courteous and tactful when writing this letter, as requests are generally an

imposition on another's time and/or resources or talents. Put the reader at ease, and helpher or him feel that responding will not be burdensome.

Be brief. Be confident and persuasive. Be assertive but not overbearing. Don't hem and haw around the issuebe straightforward, and include as much detail as

necessary to clearly convey your request. Don't be manipulative. Avoid the temptation to apologize for your request. Strive to make the person feel

complimented that you would ask the favor of him or her. Make only reasonable requests. Express your willingness to reciprocate the kindness or favor.

Invite the person to contact you if he or she has any questions or concerns, and thank himor her for taking the time to consider your request. Make it easy for the person to respondtell him or her exactly what can be done to

accommodate your request, and do everything within your power so that the request can begranted (e.g., if you are asking for a letter of recommendation, include your rsum or a listof accomplishments and a stamped, addressed envelope).

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Format for letter of Request Opening Paragraph Opening paragraph usually contains one or two sentences so try to make your

mainrequest here.

Second Paragraph

Second paragraph contains necessary details which help reader to understand yourrequest. This can also be part of opening paragraph in simple request letter. If you areintended to ask more than three items or pieces of information you can considerbullets to explain your needs.

Closing Paragraph

Closing paragraph is a call for specific action. Here you can restate your request withdate at which you need a response and also explain reason why you need responseat given date. If you are going to make payment conjunction with request you can alsostate details of payment with this paragraph.

In complimentary close you should show your good wishes to reader by writing acompelling line and also include your name as well as contact address for furtherdetails. After taking print out of request letter do sign it to increase its authenticationand give it a personalized touch.

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ExampleYour NameYour Address[Date]

Mr./Ms. J. SmithXYZ Company123 Sesame StreetYour Town, Your State Zip Code/Postal Code

Dear Mr./Ms. Smith:

Re: Request for an Interview

My name is [your name here] and I am writing to request an interview to discuss available positions in the [name ofdepartment] with your company. [If you were referred to the company by someone you know, be sure to include thisinformation here. "James Ray, who is an employee in your Sales Department, suggested I contact you."]

I am a graduate of [name of educational institution you attended] and I have [x] years of experience in the field of [name ofindustry or field of study]. I am currently looking for new employment opportunities and I would like to have the opportunity todiscuss how my skills and abilities can be of benefit to your company.

I will contact you by phone next week to set up a convenient time when I can discuss my qualifications. I will bring my resume

with me at that time. If you have questions or would like more information, please feel free to contact me by phone at [areacode and number here]. I can also be reached by e-mail at [your e-mail address here].

Thank you for taking the time to consider my request, and I will be in touch with you soon.

Sincerely,

[Your Signature]

[Type Your Name Here]

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ResumesClass Activity

Definition

Types

Parts- identifying info: name,email, etc.

Career objective:

Education

Experience

Professional memberships/civicactivities/ extracurricularactivities

Other categories

Clip an example out of theCareers Section of The

Sunday Gleanerwhere youapply for a job. Make anapplication in response torequest.

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Meetings, conferences and

presentations Meetings can be defined as the

coming together of at least two

people for a purpose(s) An assembly of persons meeting

in accordance with defined rulesand procedures to dischargebusiness.

Meetings are documented using

minutes, notices, and agenda. Written documents prepare

members, record businesstransaction or implementbusiness decided upon.

What is a notice?

What are the types of notices?

What is an agenda? Agendas function as an early

warning system to help meetingparticipants to prepare for topics tobe covered; running-order scheduletime-table during a meeting.

Chairperson uses it to pace self.

Look at the example emailed.

Components of the agenda:Apologies for absence, Minutes ofthe last meeting, Matters arising fromthe minute, etc.

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minutes Definition Types

Purpose(s): provides both a

source of reference and authorityfor chairperson and members;written record.

Written record ensures decisionsmade are not overlooked orunilaterally abandoned

ensures changes to the rules aremade it follows est. procedures.

Utterances are accounted for

Resolution minutes

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Resolution minutes Resolved: That the companys Eastbrook branch be closed with

immediate effect.

OR

It was resolved that the companys Eastbrook branch be closed withimmediate effect.

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Narrative minutes The chairman invited the comment upon the steep decline in the

Eastbrook branchs turnover during the past nine months. Mr

Weston felt that the branch had always suffered a lack of sufficientadvertising support. Mr Hopkins drew attention to the parlous state

of the district as a result of urban renewal work.

While generally sympathetic, Mrs Peters alluded to the rapid turnoverof staff- six sales assistants in three months. In citing the tenderedresignation of the branch manager, Mr. Watkins emphasized thegravity of the situation. In summarizing, the chairman referred the

meeting to company policy, which clearly stated that branch closurewas inevitable of continued trading losses.

By a majority of 7-3, it was decided to close the Eastbrook branchwith immediate effect.

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Form design What is a form?

Requirements for formdesign

Good principles offorms design

layout

Collecting data in astandardised way

Needed info is provided

Sequence data in preferredway

Source of info

Uniformity and consistency ofapproach

Easy for staff to vet info Pre-printed forms can be

altered to meet changes in thecompany

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Examples include jobapplication, interviewnote cards, accident

report

Delivery notes, requestforms, etc.

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Speeches and Presentations The act or art of speaking

The expression of or ability to express thoughts andfeelings by articulating sound

A persons style of speaking

The faculty or act of expressing or describingthoughts, feelings, or perceptions by the articulation

of words The faculty or power of speaking

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Public speaking/ Oratory The art or practice of speaking before an audience.

The process of speaking to a group of people in astructured, deliberate manner intended to inform,influence or entertain.

The art and science of public speaking is also knownas forensics, meaning of public debate or

argument.

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Public Speech

Preparation Selecting topic and defining purpose Analyzing the audience

Doing research

Formulating thesis and majorpropositions

Supporting and amplifying material

Organizing material

Constructing conclusions,

introductions and transitions

Rehearsing the speech

Selecting the appropriate AV aids

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Rhetorics ofSpeech

There are fivebasicelements to

publicspeaking:who is sayingwhat to

whom usingwhat mediumfor whateffect.

Speech is an example of oraldiscourse

Discourse is anything said orwritten on a subject matter or

issue. Four types of written

discourses: exposition,description, narration,

persuasion. Purpose of each discourse: to

inform, to paint a picture, to tella story, to convince or dissuade

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Parameters of a Speech: main idea or overarching theme, purpose,audience, and context. These help to shape Speeches.

Types of speeches:

descriptive- to paint a picture, to speak of features, parts, process, etc.

purpose is to capture one moment in time and recreate it describingthe essential elements of the moment

Definitive- speech used to inform and explain a concept, thought,policy, etc.

Demonstrative- informative speech, teach audience not only about

something but how to do somethingPersuasive- convince or dissuade

Types of presentations: memorized, extemporaneous, manuscript,impromptu

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Speaking and the Voice Proper breathing for

vocal delivery

Speech skills:

articulation, enunciation,voice control, usage,word choice/ diction,audience and speaker

rapport, posture

Vocal delivery:

- volume

- articulation

- pitch

- quality

- rate

- pronunciation

- pausing

- emphasis

- phrasing

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Visual, Non-verbal deliveryDefinition and purpose examples Visual delivery refers to the

nonverbal aspect of

communication.

It affects how audiencesrespond to what is beingdelivered.

It affects how audiencesrespond tospeakers/presenters

Eye contact- recognition andawareness

Appearance- can support or detract

from the communication process. Gestures- used to emphasize words

or phrases, to describe physicalobjects or events, and to point outdirections for locations.

Facial expression- smile, frown,show sadness, anger, etc. it helps to

reinforce out words. It should help tosupport your verbal message. Body position and movement- helps

with breathing and voice quality.Stance, posture, poise help verbalmessaging.

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Listening activity Listen to speech of Obama

Speeches of special occasion: a wedding toast,eulogy, valedictory speech, farewell, State of theUnion address giving hope to a hopeless people, a

debate about social justice, an introduction of a keynote speaker, an entertaining speech, etc.

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Determining your purposes and

central idea General purpose- primary reason for speaking e.g. to

inform, to persuade, to entertain and say why you needto do any of these.

Specific purpose- the concrete goals you wish toachieve in a particular speech

Thesis- central idea guiding the thoughts you wish toconvey.

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Speaking Purposes General purpose- to help

listeners understand the role of

GSAT Specific purpose- to help

listeners understand the corefunction of GSAT and itsimportance to children at the

primary level Central idea/ Thesis: GSAT is

an exam used by the MOE todetermine the competencies ofstudents at the primary level.

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Meetings & Conferences What is a meeting- a gathering of two or more

persons to accomplish a specific purpose orobjective.

Types: (a) briefing, planning, consulting, review,

evaluation, and (f) conference.

Definitions of the types: (a) to pass on info from a

senior level; (b); (c); (d); (f) a meeting which bringstogether a large group of people to listen to speakersand take part in subsequent discussions and forums.

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Terminology of meetings Agenda deligates quorum

proposal Resolution Apologies Chairperson Chairpersons agenda Committee Minutes motion

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Purposes of a Conference To share knowledge and attitudes about a newly

emerged topic such as technology in the office.

To be given an expert updating on a given theme bynational/international experts.

To evolve a response to a particular topic as a groupof specialists.

So that delegates- participants in a conference- canparticipate in the dialogue

Types of conferences: audio

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Types of conferences: Audio telephone conferencing- local/intl phonesystems are able to link delegates as if in the same room.

Audio-visual teleconferencing- when television signals

are added, sight and sound becomes possible amongdelegates.

Computer workstation conferencing- the technologywhich enables digitised signals to be transmitted throughtelephone lines.

Interactive software conferencing- technology thatenables PC users to not only converse, but to alsoupload things that all other delegates can see orcomment on.

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Planning a Conference Theme- what will the conference be about? What

topic(s) are going to be discussed?

Venue- when where and how long?

Clientele- Possible attendees?

Speakers- types of speakers?

Extra features- supportive features such books, etc.