BAM 006 Business Communication Study Guide Reviewer PDF

lOMoARcPSD|47466377 BAM 006- Business Communication Study Guide Reviewer business communication (Araullo University) Scan to open on Studocu Studocu is not sponsored or endorsed by any college or university Downloaded b...

lOMoARcPSD|47466377 BAM 006- Business Communication Study Guide Reviewer business communication (Araullo University) Scan to open on Studocu Studocu is not sponsored or endorsed by any college or university Downloaded by Leoneth Gadingan ([email protected])  lOMoARcPSD|47466377 BAM 006: BUSINESS COMMUNICATION STUDY GUIDE REVIEWER BUSINESS LETTER WRITING BUSINESS LETTER Business Letter is a written communication used in a workplace, including emails, memos, and reports, it can extend to sending an email, typing out a text messages or connecting through social media/In when writing a business letter you should remember the word KISS (Keep It Short and Simple), it must be direct, clear, and designed to be read quickly. Most business writing needs a call to action, which is information that instructs and encourages a response. Let your readers know what they should do, where to go, and so on. Provide your contact information (such as your phone number or email address) in case anyone has questions. Here are the common typès of business letters include: Cover letters- Sent with a package, report or other item, the purpose of a cover letter is to describe what is enclosed and provide a description of what the receiver should do with it. Thank you letters- These can be great for networking and relationship building. Don't just write a, "Thanks for," and leave it at that. Provide more details about what they did and how it helped you, and then close with a second expression of thankfulness. Complaint letters- The key to these types of letters is to demonstrate that you are displeased without being over-the-top angry. Suggest how the receiver of the letter might correct the situation. Adjustment letters- This is a response to a complaint letter. The point is to be humble in the response and to offer potential solutions. You want to avoid burning bridges and instead use your response as a relationship-building tool. Bad news letters - The key with bad news letters is to soften the blow. Being direct is valued in business writing. But when writing bad news letters, it's best to remind the receiver about what actually works in your business relationship before breaking the bad news to him or her. Acknowledgment letters- They are meant to acknowledge that you received an item from someone, or that you are aware of a fact or error they pointed out. Let the receiver know when you received the package or information, and then thank them for it. Memos- Often used to spread important news and directives inside a company, the point with memos are to be fast and to the point with your communications. Congratulatory letters- The idea with these types of letters is to stay on point and avoid sounding over-the-top or mocking. Describe what motivated you to send a congratulations and the positive feedback that you have already heard. Keep the letter concise. Downloaded by Leoneth Gadingan ([email protected])  lOMoARcPSD|47466377 Response letters- This is about explaining or listing off how a request was fulfilled. Letter of request- The key with these types of letters is to ask for help without groveling or being overly emotional. Take a hard look at the adjectives you're using in the letter. Sales letters- These letters require a strong call to action or hook at the beginning so that the receiver continues to read and discovers the benefits of whatever you are selling. Make sure to provide information so that they can easily respond. Resignation letters- This is about giving notice that you are leaving a position, providing a last day of employment, and explaining what is causing you to leave. Parts of a Business Letter Sender's address- You don't want the recipient to have to look up your address in order to write a response. A phone number and email address can be included as well. Date- It should be immediately apparent when the letter was written. That way, the recipient can more easily be reminded of when and why the letter was written especially if it revolved around a particular event or business situation. Recipient's address- You don't want your assistant to have to look up the address to send the letter (or you don't want to have to look up the address again yourself). Salutation- A "To whom it may concern" is a surefire way to get your letter lining a wastepaper basket. It's important to have a name in the recipient's address and salutation, even if you have to call up the company or do some searching on LinkedIn to find out who the letter should go to. Body- It's generally wise to stay professional and get to the point. As with any communications, Being clear and concise tends to reflect best on the writer. Closing/signature- The signature gives a personal touch to the letter, shows exactly who it's from and that you approve the contents of the letter. Enclosures- It's important to have a list of any additional items enclosed with the business letter, in case the recipient misplaces them. BLOCK FORMAT- is a more formal type of business letter no indentations and everything is.on the left. If you're questioning how formal the letter should appear, it's probably best to play it safe and go with a block format. MODIFIED BLOCK FORMATTING-there are still no indentations, but everything doesn't line up on the left. It's just a bit less formal. Smith might be wiser to stick with the block format in this case, but she might switch to a modified block once she has a working relationship with Wilde. Downloaded by Leoneth Gadingan ([email protected])  lOMoARcPSD|47466377 SEMI-BLOCK FORMATTING- this is pretty much a block format, but the paragraphs have indentations. If you're debating whether to use block or modified block format (or simply hate Looking at paragraphs without indentations), semi-block is a nice compromise. SALES LETTER- A sales letter is a piece of direct mail which is designed to persuade the reader to purchase a particular product or service in the absence of a salesman. Sales Letter is usually used to introduce products or services to consumers. Components of a Sales Letter; Headline: The headline is the most prominent text on the sales letter, and is designed to be among the first items the reader attends to understand. Body: This section is typically quite long. This section will typically contain testimonials from the firm's customers as well as pictures and information about the product. On the internet, The body copy may include embedded video or audio. Call to action: All sales letters include a call to action which is intended to get the customer to commit to purchasing the product or service, typically without any further intervention. Graphic design: The graphic design of a sales letter is an important part of the branding. The font, layout, line spacing, paragraph formatting, images, etc. all have an effect on the efficacy of the letter. MEMORANDUM A memorandum is considered "inside" correspondence. It is written to someone in your company. A written statement you prepare specially for a person or communicate an order to give them information about a particular method. The word memorandum is derived from the Latin word 'memo rare which means "to remember" In law, a memorandum means a document recording terms of contract. The plural of memorandum is memorandums or memoranda. It is commonly known by its abbreviation, viz., and memo Now, the purposes of Memos to Inquire, to Inform, to Report, to Remind, to Promote Goodwill. Parts of a Memo Standard memos contain four parts: 1.Heading: The heading segment of a memo includes four elements: 1) To: (Name and designation of the recipient) 2. From: (Name and designation of the sender) 3. Date: (Complete and Current) 4. Subject: (Topic of the memo) INCIDENT REPORT WRITING An incident report is a detailed description of what took place. The report should only consist of factual statements and opinions should be left out completely. Most incident reports will be written by certain professionals, like police officers, or loss prevention. However, it is good Downloaded by Leoneth Gadingan ([email protected])  lOMoARcPSD|47466377 information for everyone to have because you may witness an incident and be asked to write a witness statement. The best witness statements will contain all the detailed facts you can remember, and it will leave out any opinions you had about what you saw. What should go into an incident report? Make sure to have in report: Your basic who, what, where, when, and why. Specifics on the people involved. Victims, subjects, accomplices, persons of interest, who you are and why you are reporting. Descriptions of physical appearance. Who they are by name if known. Give detailed specifics of where the incident occurred. The address, date, time, and location of the incident should be documented. Emotions and opinions of what happened should be left out of the incident report. The people that the report will be passed on to will form their own opinion on the incident based on the facts. Irrelevant details that do not pertain to the incident. If there is any question on whether or not the detail applies to the case, it should be added. It is much more important to have all the details you need that are missing something. Assumptions about what happened that you cannot prove or did not observe. Detailed description of what happened in the order that it happened. It is also recommended to add specifics on what did not occur. Leave out of the report. Sometimes why the incident happened is not known. Still give details on why you did what you did. TELEPHONE ETIQUETTE Telephone etiquette means: Being respectful to the person you are talking with, Showing consideration for the other person's limitations, Allowing that person time to speak, Communicating clearly and much, much more. *Your voice must create a pleasant visual impression over the telephone. Here are some things you can do it when taking a call at your workplace. Smile while talking Choose your words carefully Intonate your message Control your pitch and rate of speech While on the call, do not talk with your colleague beside you. Do not chew gum and talk Do not divert your attention here and there NEVER SHOUT at your customer Do not frown and talk Do not use an intimidating tone Never let the customer feel that you are mocking him/her Downloaded by Leoneth Gadingan ([email protected])  lOMoARcPSD|47466377 Follow these 5 Ps while on the phone: Polite Use a soft tone, Prepared Have all the relevant details (names, numbers, dates, etc) to the Point Don't beat around the bush Perceptive Don't waste people's time by talking on irrelevant topics cooperative Provide the information needed, if you can't help, find someone who can, or tell the caller you will call back with the information, Downloaded by Leoneth Gadingan ([email protected])