Business Communication and Report Writing ENGL 2043 PDF

POLYTECHNIC UNIVERSITY OF THE PHILIPPINES Department of English, Foreign Languages, and Linguistics College of Arts and Letters Mabini Campus 0 Business Communication and Report Writing ENGL 2043 Jaze M. Marco Mary Joyce Z. Bautista Jennline Christian B. Aguilar Asuncion V. Gabasa ALL RIGHTS RESERVED. No part of this learning module may be reproduced, used in any form, or by any means graphic, electronic, or mechanical, including photocopying, recording, or information storage and retrieval system without written permission from the authors and the University. Published and distributed by: Polytechnic University of the Philippines 1 The VMPGO VISION PUP: The National Polytechnic University MISSION Ensuring inclusive and equitable quality education and promoting lifelong learning opportunities through a re-engineered polytechnic university by committing to: provide democratized access to educational opportunities for the holistic development of individuals with global perspective. offer industry-oriented curricula that produce highly-skilled professionals with managerial and technical capabilities and a strong sense of public service for nation-building. embed a culture of research and innovation. continuously develop faculty and employees with the highest level of professionalism. engage public and private institutions and other stakeholders for the attainment of social development goal. establish a strong presence and impact in the international academic community. PHILOSOPHY As a state university, the Polytechnic University of the Philippines believes that: Education is an instrument for the development of the citizenry and for the enhancement of nation-building; and, That meaningful growth and transformation of the country are best achieved in an atmosphere of brotherhood, peace, freedom, justice and nationalist-oriented education imbued with the spirit of humanist internationalism. SHARED VALUES AND PRINCIPLES 1. Integrity and Accountability 2. Nationalism 3. Sense of Service 4. Passion for Learning and Innovation 5. Inclusivity 2 6. Respect for Human Rights and the Environment 7. Excellence 8. Democracy GOALS OF THE COLLEGE/CAMPUS The College of Arts and Letters envisions: 1. Provide modern curricula and academic programs in accordance with national and international trends and standards; 2. Build essential student development programs towards international recognition; 3. Prioritize relevant faculty and staff development programs for teaching excellence, premier service and global engagement; 4. Spearhead superb research and creative works production, presentation and publication in the fields of arts, culture, languages, literature, philosophy and performance studies; 5. Establish sustainable and global extension program and community involvement; and 6. Impart pro-active management and dedicated leadership. COURSE DESCRIPTION This course deals with the application of the principles of effective communication within the business environment, emphasizing written and oral communication skills. It covers the writing of business letters, memoranda, and other forms of professional correspondence, alongside developing and delivering presentation materials. Additionally, the course integrates students with the skills to communicate effectively in a globalized business environment, handle challenging situations professionally, and equip them with the latest tools and technologies shaping modern business communication. INSTITUTIONAL LEARNING OUTCOMES (ILOS) As a polytechnic state university, PUP shall develop its students to possess: 1. Critical and Creative Thinking. Graduates use their rational and reflective thinking as well as innovative abilities to life situations in order to push boundaries, realize possibilities, and deepen their interdisciplinary, multidisciplinary, and/or transdisciplinary understanding of the world. 3 2. Effective Communication. Graduates apply the four macro skills in communication (reading, writing, listening, and speaking), through conventional and digital means, and are able to use these skills in solving problems, making decisions, and articulating thoughts when engaging with people in various circumstances. 3. Strong Service Orientation. Graduates exemplify strong commitment to service excellence for the people, the clientele, industry and other sectors. 4. Adept and Responsible Use or Development of Technology. Graduates demonstrate optimized and responsible use of state-of-the-art technologies of their profession. They possess digital learning abilities, including technical, numerical, and/or technopreneurial skills. 5. Passion for Lifelong Learning. Graduates perform and function in society by taking responsibility in their quest for further improvement through lifelong learning. 6. Leadership and Organizational Skills. Graduates assume leadership roles and become leading professionals in their respective disciplines by equipping them with appropriate organizational skills. 7. Personal and Professional Ethics. Graduates manifest integrity and adherence to moral and ethical principles in their personal and professional circumstances. 8. Resilience and Agility. Graduates demonstrate flexibility and the growth mindset to adapt and thrive in the volatile, uncertain, complex and ambiguous (VUCA) environment. 9. National and Global Responsiveness. Graduates exhibit a deep sense of nationalism as it complements the need to live as part of the global community where diversity is respected. They promote and fulfill various advocacies for human and social development. PROGRAM LEARNING OUTCOMES (PLOS) Based on Commission on Higher Education Memorandum Order (CMO) 24 s. 2017 1. articulate a comprehensive and contextualized understanding of English language systems and their development; 2. communicate in English fluently, accurately, ethically, critically, and creatively in diverse social, cultural, academic, and professional settings; 3. demonstrate leadership and organizational skills in English language learning in the diverse local and global social, cultural, academic, and professional 4. settings; 5. participate effectively in multimodal communication situations where language systems vary; 6. produce well-written texts for various academic and professional purposes; 4 7. lay groundwork for advanced, flexible, and continuous studies on the English language and its varieties used in diverse and fast-changing local and global contexts; 8. integrate technology in teaching and learning English; and develop appreciation of English and Englishes as languages for social 9. inclusion, equity, and development. COURSE LEARNING OUTCOMES (CLOS) At the end of the course, students are expected to: 1. Write business letters to serve the best interest of the people in business. 2. Use business correspondence as a means of confirming business transactions. 3. Demonstrate the code of conduct of effective business communication. 4. Observe standards, procedures, and pointers in writing all forms of written communication in business. 5. Choose the best elements and formats to use in order to elicit a favorable response from customers and other recipients of written communication. 6. Produce documents in multiple business writing methods, such as business emails, process descriptions, flow charts, various business reports, and resumes and cover letters correctly. 5 Preface In today's fast-paced and interconnected business environment, clear and impactful communication is a cornerstone of success. This instructional material entitled "Business Communication and Report Writing" is designed to equip students with essential skills for effective business communication. This book provides the tools and knowledge to master both written and verbal communication in a professional setting. The first unit lays the groundwork for understanding the core principles of business communication. It explores the essence of communication within a business context, including its definition, significance, and purpose.Students will learn how to tailor messages to diverse audiences and navigate the evolving landscape of digital and traditional communication channels. Additionally, this unit covers the dynamics of organizational and interpersonal communication, ensuring the fundamental aspects that influence effective interactions in the workplace. The second unit delves into the crafting of clear and persuasive business documents. Students will examine the structure and style of various business writings, including different types of business letters and memos. This unit emphasizes the principles of business writing, offering practical guidance on how to convey messages with precision and professionalism. The third unit focuses on the creation and delivery of written reports and presentations. Students will learn about different types of business reports and how to structure them effectively. Additionally, this unit covers strategies for delivering compelling business presentations and managing meetings and conferences, essential skills for communicating complex information and engaging with stakeholders. Lastly, the fourth unit addresses advanced topics in communication, including intercultural and international business communication and managing negative news and crisis situations. This unit will help stduents develop strategies for navigating cultural differences and handling sensitive communication challenges with tact and professionalism. Throughout this material, students will find practical examples, practical tips, and engaging exercises designed to enhance their communication skills and prepare them for real-world business scenarios. By mastering these concepts, student will be well-equipped to communicate effectively, build strong professional relationships, and contribute to the success of your organization. 6 TABLE OF CONTENTS Title Page 1 The VMPGO 2 Preface 3 Table of Contents 4 OBE Course Syllabus 5 UNIT I Foundations of Business Communication Lesson 1 Introduction to Business Communication a. Introduction 17 b. Learning Objectives/Outcomes 17 c. Presentation/Discussion of the Lesson 18 d. Activity 25 e. Rubrics of Activity 26 Values Integration 26 Lesson 2 Organizational Communication a. Introduction 28 b. Learning Objectives/Outcomes 28 c. Presentation/Discussion of the Lesson 29 d. Activity 55 e. Rubrics of Activity 55 UNIT II Effective Business Writing Lesson 3 Effective Business Writing a. Introduction 35 b. Learning Objectives/Outcomes 35 c. Presentation/Discussion of the Lesson 36 d. Activity 55 e. Rubrics of Activity 55 7 Lesson 4 Principles of Business Writing 56 a. Introduction 56 b. Learning Objectives/Outcomes 56 c. Presentation/Discussion of the Lesson Lesson 5 Types of Business Letters a. Introduction 60 b. Learning Objectives/Outcomes 60 c. Presentation/Discussion of the Lesson 60 Lesson 6 The Memorandum a. Introduction 65 b. Learning Objectives/Outcomes 65 c. Presentation/Discussion of the Lesson 65 d. Activity 68 UNIT III Effective Business Writing Lesson 7 Written Reports and Presentations a. Introduction 69 b. Learning Objectives/Outcomes 69 c. Presentation/Discussion of the Lesson 69 d. Activity 89 UNIT III Business Communication Strategie Lesson 8 Business Communication Strategie a. Introduction 93 b. Learning Objectives/Outcomes 93 c. Presentation/Discussion of the Lesson 94 d. Activity 99 e. Rubrics of Activity 100 Values Integration 100 8 Reference List 101 Appendices 102 Certificate of Approval for 9 Course Syllabus 10 11 12 13 14 15 16 Lesson 1 Foundations of Business Communication INTRODUCTION Communication is essential for humans. We share our thoughts and express them both orally and in writing. Since there are always reasons for speaking, we have to ensure that we can deliver clear and fluid thoughts. Companies, schools, and even clubs operate because of communication. Moreover, your communication skills allow you to understand not only people's words but also their tone of voice, nonverbal gestures, and the structure of their written documents. This reflects their identity, values, and priorities. Being an effective communicator also involves active listening and reading. As a future professional, part of your success lies in how effectively you can convey your facts and ideas. LEARNING OBJECTIVES At the end of the lesson, students are expected to: 1. Define business communication, its importance, and key principles; 2. Understand the audience in business communication; and 3. Compare digital and traditional communication channels in various business contexts 17 LECTURE DISCUSSION According to GCFGlobal (2024), business writing refers to any written communication used in a professional setting, such as emails, business letters, memos, and reports. It is characterized by being direct, clear, and designed to be read quickly. Effective business writing is essential for success in the workplace. It enables professionals to communicate effectively with colleagues, clients, and stakeholders, and to present complex information in a clear and concise manner. Many management problems in business stem from communication issues, particularly when there is a significant gap between management and frontline employees (Manalo & de Asis, 2009). Good business writing should be clear, succinct, accurate, and adhere to the standard written form of the language. Importance of Effective Communication in Business Communication Effective communication achieves the communicator's intended purpose. To do this, the communication must have a clear objective. As the communicator, you need to be clear about what you want to achieve. You may aim to present facts, give directions, suggest ideas, persuade, criticize, or entertain. Usually, you will have one of these six main purposes, with others as secondary objectives. In addition, other purposes of effective communication in business communication include: 1. It promotes acceptance Besides having a major purpose, all communication also has a common purpose that promotes a response in the receiver. The common aim of all business communication is to promote both a response and a favorable response. In other words, all business communication is designed to promote acceptance of the message. 18 For example, if you write a letter to sell insurance, your primary aim is to convince the recipient that he will be better off by choosing your company's insurance. You want him to accept what you have written and then to purchase insurance from you. Similarly, if you are being interviewed for a position, your main aim is to persuade the interviewer that you are qualified to fill that job, you want him to accept you. In these two instances, the major purposes which are persuasion and gaining acceptance are identical. 2. It shows empathy There is an old rhyme often quoted by sales managers to teach new salesmen the basic art of selling: "To sell John Smith what John Smith buys You must see John Smith through John Smith's eyes." This well-known aphorism encapsulates a crucial insight: to effectively sell a product to a customer, one must first understand the customer's perspective. If you hope to sell a product to a customer you must first put yourself in the customer's place. You must have empathy for the customer. In other words, the salesperson must empathize with the customer's needs, desires, and decision-making process. The same principle holds true when attempting to "sell" a point of view to one's superior or a colleague. You will get nowhere by demanding them to do something, or by insulting them. What you must do is to try to look at the idea as you imagine your supervisor or colleague might look at it. By cultivating this capacity for empathy, you can enhance your effectiveness and maximize the likelihood of achieving your desired outcomes. 3. It furthers human relations 19 Harmonious relations are vital to good office production. Employees must work together to get the job done; and no one likes to work with someone who is disagreeable, rude, and tactless. Such a person hinders the smooth flow of work. To be successful in business, a person must show courtesy, tact, consideration, and genuine respect and liking for his co-workers. These are good human-relations qualities that are expected of all who work in business or serve the public. If you are insensitive to others' feelings, and show this lack in your communication, you will drive away customers. You also will have a hard time getting people to cooperate with you in your daily work. Effective communication contributes enormously to good human relations with customers and the public and among people working together in a company. Good human relations, both inside and outside the company, spring from an appreciation for the feelings of others. This appreciation will result in selecting the most tactful words and phrases to put across a point of view and in saying and writing things in ways that are understandable, reasonable, accurate, and pleasant. Understanding your audience Another important aspect of business communication is understanding your audience. While you might think you know your audience well, it takes research, time, and effort to write in a way that meets their expectations. Understanding your audience means considering factors like their age, level of education, career status, and the groups they belong to. For example, if you are giving a presentation on nutrition to a female audience, you would likely include more information on nutrition during pregnancy and menopause than you would for a male audience. 20 Adopting an audience-centered approach is also crucial. This means understanding and respecting your audience by focusing on their needs rather than your own. It involves learning about their background, preferences, and concerns to make your message meaningful to them. If you don't know your audience well, use common sense and empathy to imagine their perspective. This skill, a key part of emotional intelligence, is essential for successful communication and leadership. Additionally, practicing good etiquette helps protect your company’s reputation and can positively impact your career. Lastly, you could ask yourself the following questions to further help you understand your audience (The Writing Center, University of North Carolina at Chapel Hill): 1. What are your audience’s priorities and expectations? 2. What does your audience need to learn from your document? 3. How will you grasp the attention of readers when you are competing for their attention? 4. How will you help your reader move through your document efficiently? When is it effective to use bulleted lists, visuals, boldface, and section headers to guide your reader’s attention? 5. What does your audience most need to know? 6. What is your audience expecting? Is your goal to satisfy their expectations, or do you want to surprise them with a new idea? 7. How will you communicate about setbacks? When is it appropriate to spin bad information with a positive outlook? How will stakeholders, customers, or employees respond to bad news? 8. In general, how can you tailor the organization and style of your writing to address your audience’s considerations and needs? 21 Digital vs. traditional communication channels Communicating business transactions is also channeled through the use of the following technology media: emails, fax mails, voicemails, and teleconferences. The electronic mail system (email) helps manage communication from an individual to its network or to another business entity. Email communication also serves as a way to promote the services and products of one company. The facsimile mail system or fax mail is used to transfer copies of a document to another office using a fax machine through a telephone network. Voicemail allows callers to leave a short message for later retrieval by intended recipients. This is also a practical mode of communication for domestic and foreign business arenas because of its confidentiality. With the advent of technology, work can also be done remotely through teleconferencing. Many free and premium software platforms act as a medium to conduct real-time meetings or conferences. Teleconferencing also allows multiple participants in two or more locations where sharing and collaboration can be made possible through interaction using audio, video, and other modalities. A quick search in the business and employment-focused social media platform LinkedIn shows that the top three desired skills for 2024 by employers are communication, customer service, and leadership (LinkedIn, 2024). According to Bovee and Thrill (2018), employers today expect the following communication competency that will help you land a job and advance in your career: 1. Recognizing information needs, using efficient search techniques to locate reliable sources of information (particularly from online sources), and using gathered information ethically, this collection of skills is often referred to as digital information fluency 2. Organizing ideas and information logically and completely 3. Expressing ideas and information coherently, persuasively, and concisely 4. Actively listening to others 5. Communicating effectively with people from diverse backgrounds and experiences 6. Using communication technologies effectively and efficiently 22 7. Following accepted standards of grammar, spelling, and other aspects of high-quality writing and speaking 8. Communicating in a civilized manner that reflects contemporary expectations of business etiquette, even when dealing with indifferent or hostile audiences 9. Communicating ethically, even when choices aren't crystal clear or you have to share news that people don't want to hear 10. Managing your time wisely and using resources efficiently 11. Using critical thinking, which is the ability to evaluate evidence completely and objectively in order to form logical conclusions and make sound recommendations Since in-person communication is not the only means to communicate (hybrid communication), employees must be equipped with knowledge on the use of different channels and platforms to ensure effective communication. Some of the most popular software for teleconferences that can be installed and accessed through smartphones, tablets, laptops, and desktops include Zoom, Microsoft Teams, Google Meet, and Skype. To distinguish the features between the different videoconferencing apps, you may refer to the next table. 23 24 Overall, all four platforms have their strengths and weaknesses. Zoom is ideal for students requiring a feature-rich and adaptable platform. Skype is best suited for students seeking a user-friendly platform that seamlessly integrates with other Microsoft products. Google Meet fits for students prioritizing a secure and reliable platform. Lastly, Microsoft Teams will effectively cater to students within an organization that utilizes Office 365. Activity Direction: Carefully read each question or task below. Answer the questions or complete the tasks referring to the rubrics provided. 1. What is meant by the statement, "Effective business communication promotes acceptance"? Be specific. 2. "Every business communication we write is a sales message." What does this statement mean? Is it true? Why or why not? 3. Choose a scenario where you need to communicate an important message to a specific audience (e.g. pitching a product to potential clients, or explaining a complex concept to non-experts). Then, write a brief profile of your chosen audience, including factors such as their age, education level, job roles, cultural background, and any other relevant characteristics. Consider their likely expectations, needs, and concerns. Based on your analysis, draft two versions of your message: one that is tailored to your audience's characteristics and needs, and another that is more general. Highlight the key differences in tone, content, and style between the two versions. Be ready to share your realizations to the class. 4. Choose a videoconferencing app that you have used. Assess at least three challenges or limitations you have experienced with this app. Then, provide suggestions for improving the app, or propose an alternative that might better serve your needs. 25 Rubrics of the Activity Rubrics from Nobleza (2023) Values Integration Part A Direction: Carefully read each question or task below. Answer the questions or complete the tasks referring to the rubrics provided. 1. Write a business email addressing a hypothetical workplace issue (e.g., a missed deadline, a new project assignment, or a customer complaint). Focus on being clear, concise, and maintaining a professional tone. After writing, swap emails with a classmate for peer review. Provide feedback on clarity, tone, and effectiveness of the communication. 2. Choose a message (e.g., an event announcement, a policy update, or a product launch) and prepare two versions of it: one for a traditional communication channel (e.g., a printed memo or a formal letter) and one for a digital channel (e.g., a social media post or an email). Consider the characteristics of each audience and how the medium affects the message. 26 Part B Direction: Review the examples of poor human relations provided. For each situation, (1) identify the likely reaction, and (2) suggest what should have been said to promote better human relations. 1. Young man who has just been bumped into by a messenger carrying a large, heavy box: "Why don't you look where you're going?" 2. From a letter to a customer: "You are wrong. The mistake was yours, not ours." 3. Secretary, on the telephone: "Mr. Melrose is tired of having people show up late for meetings. Could you manage to be on time for once?" 4. Salesman to customer: "Well, what do you expect of a $10 phonograph? Why don't you spend more and get a really good one?" 5. Clerk in a hardware store: "If you hadn't misused that saw and had followed the directions I gave you, you wouldn't have had this trouble." 27 Lesson 2 Organizational Communication INTRODUCTION Effective communication is essential for successful workplace interactions and collaboration. Individuals must be able to effectively communicate with colleagues, superiors, and clients to achieve personal and professional goals. In the workplace, communication can take many forms, ranging from formal to informal. Formal communication typically follows established channels and protocols, such as official emails, reports, or meetings, while informal communication is more casual, often occurring spontaneously through conversations or instant messages. Understanding when to use each type of communication is crucial for maintaining professionalism and fostering a positive work environment. However, even the most well-intentioned communication efforts can be hindered by various barriers, such as noise, distractions, and technological issues. These barriers can lead to misunderstandings, decreased productivity, and strained relationships within an organization. By recognizing and addressing these obstacles, individuals can enhance their communication skills, contributing to a more efficient and harmonious workplace. LEARNING OBJECTIVES At the end of the lesson, students are expected to: 1. Understand and apply formal approaches to organizational communication 2. Describe the elements of effective interpersonal communication within the workplace; and 3. Identify barriers in the orgranizational communication 28 LECTURE DISCUSSION A system of communication must be put in place for an organization to be successful. Establishing patterns of communication or communication protocol must be clear and individuals in the organization must be equipped with necessary oral and written communication skills. Communication channels in the organization can be internal and external. From the word internal, communication happens within the people at all organizational levels while external communication happens between people within and outside of it. This includes company transactions with its clients, investors, or suppliers. Additionally, there are two types of organizational communication structures or networks: formal and formal. Formal communication flows within different positions in the institution and usually follows the same lines and patterns of an organizational chart. This makes use of different approaches (1) downward communication, (2) upward communication, (3) horizontal communication, and (4) crosswise communication. 29 The downward communication flows from top management down to the rank-and-file employees and could contain important memos or tasks. Conversely, upward communication moves from the bottom-up where subordinates communicate to supervisors about feedback on rules or issues related to their jobs. Horizontal communication circulates on the same level but from different departments or units that facilitate tasks through proper coordination. Lastly, crosswise communication runs from an employee from one department to another employee of a different level in another department or unit. On the other hand, informal communication comes from unofficial channels of message flow (―grapevine‖ messages). This occurs due to dissatisfaction of some employees, supervisors playing favorites, unfavorable company rules and some even resort to gossip. However, if used properly, informal communication can strengthen workplace relationships. It is also considered an important communication channel since it is widespread. Any information, even if it is not officially sanctioned by the organization, can extensively reach anyone if it is discouraged by the management. Clear and consistent communication procedures are crucial for an organization to operate smoothly. Following established protocols guarantees that information is shared effectively, minimizes the chances of miscommunication, and ensures alignment among teams and departments. Interpersonal Communication in the Workplace In the modern workplace, characterized by increasing digitalization and remote work arrangements, the communication skills of employees have become a critical factor in organizational success. Effective interpersonal communication can help individuals resolve conflicts, strengthen team cohesion, and contribute to the overall productivity and performance of the organization. (Tripathy, 2022) 30 Interpersonal communication in the workplace is the foundation of effective collaboration, ensuring that ideas, feedback, and instructions are clearly conveyed and understood. It plays a vital role in building trust, resolving conflicts, and fostering a positive work environment. Good interpersonal communication involves active listening, clear articulation, empathy, and appropriate non-verbal cues. To improve interpersonal communication at work you can apply the following: 1. Practice active listening by giving full attention and acknowledging the speaker's points. When someone is speaking, focus on them by maintaining eye contact and putting away any distractions, such as your phone or computer. This shows that you are fully present and engaged in the conversation. Another way to practice active listening is by paraphrasing and asking clarifying questions. After the speaker has finished making a point, paraphrase what they said in your own words to confirm your understanding. For example, you can say, "So, what you're saying is..." or "If I understand correctly, you mean...". This not only demonstrates that you are listening but also helps clarify any potential misunderstandings. 2. Be clear and concise in your messages to avoid misunderstandings. Before sending an email, letter, or any message within your company, take a moment to review it and remove any unnecessary words or jargon. Focus on delivering the key points in as few words as possible, ensuring that the main message is clear and easy to understand. This will help avoid confusion and ensure that your message is quickly and accurately received. 3. Use positive body language during conversations, consciously maintain eye contact and nod occasionally to show that you are actively listening and engaged. This positive body language encourages the speaker and helps build trust, making the interaction more effective and meaningful. 4. Provide constructive feedback that is specific and solution-oriented. When giving feedback, avoid personal attacks and give the person clear guidelines for improvement. On the other hand, if you are on the receiving end of a constructive 31 feedback, resist the urge to defend your work or deny the validity of the feedback. Remaining open to criticism is not easy when you have invested considerable amount of time and energy in a project or work, but a good feedback provides a valuable opportunity to learn and improve the quality of your work. 5. Develop emotional intelligence to better understand and manage your own emotions and those of others, enhancing overall communication. For example, practice active listening during team meetings to understand your colleagues' perspectives and respond empathetically, fostering stronger interpersonal relationships. Barriers in the Orgranizational Communication In any communication setting, messages can be disrupted by barriers like noise, distractions, competing messages, filters, and channel failures. Noise and distractions can disrupt communication in various ways. External distractions include things like uncomfortable meeting spaces or computer screens cluttered with pop-up messages. Internal distractions, such as thoughts and emotions, also prevent people from focusing on messages. Multitasking—trying to do several tasks at once—often leads to more distractions, reduced productivity, and increased errors, especially as communication increasingly happens on mobile devices. The need to minimize these distractions is more important than ever. Competing messages are another challenge, as getting your audience's full attention is rare. You often have to compete with other messages vying for their attention at the same time. Filters can block or distort messages, whether they are human or technological. Filters can be intentional, like automatically sorting incoming messages, or unintentional, such as an overly aggressive spam filter that deletes important emails. 32 Organizational structure and culture can also hinder communication, as can intermediaries who may alter the message to suit their own purposes. Lastly, channel breakdowns can occur when the communication channel fails entirely. This might happen if a colleague forgets to pass on a message or if a computer server crashes, preventing the message from being delivered. Everyone in an organization can help reduce barriers and distractions. As a communicator, you have to be mindful of anything that might prevent your messages from reaching your audience. As a manager, watch for organizational barriers that could block information flow. Simple actions like silencing your phone before a meeting, avoiding loud conversations, and being considerate with your audio can make a big difference. Activity Direction: Carefully read each question or task below. Answer the questions or complete the tasks referring to the rubrics provided. 1. Explain the differences between formal and informal communication in the workplace. Provide examples of when each type might be more effective. 2. Describe the role of interpersonal communication in building strong working relationships. How can effective interpersonal communication contribute to a positive work environment? 3. Identify and discuss three common barriers to effective communication in an organization. How can these barriers be overcome to ensure clear and efficient communication? 33 Rubrics of the activity Rubrics from Nobleza (2023) VALUES INTEGRATION Direction for group activity: 1. Divide the class in four groups. Each group will present a workplace scenario where all the formal approaches in communication will be utilized. At the same time choose members who will take turns playing the roles of a manager and an employee. 2. The scenarios can include giving feedback to the employee or reporting feedback from the employees depending on the approach used. 3. After each role-play, reflect on what went well and what could be improved, focusing on clarity, active listening, body language, and emotional intelligence. They can also discuss how these skills might be applied in real-life situations. 4. As a class, share insights and discuss the importance of these skills in effective workplace communication. 34 Lesson 3 Effective Business Writing INTRODUCTION In the field of business, having effective and clear communication is highly important. This means that in business, writers need to make sure that they convey their ideas clearly in a professional manner for organizations to run smoothly. In order to do so, there are different styles and parts that will be needed to be familiarized and applied to each document that will be sent. Writing using the proper parts and format can help individuals appear formal and could improve credibility that could reflect professionalism. Effective business writing requires improvement that could be done through practice and sensitivity to information in the documents that will be written. LEARNING OBJECTIVES At the end of the lesson, students are expected to: 1. Identify and enumerate the basic, optional and essential parts of a business letters; 2. Differentiate the styles of writing business letters; and 3. Create a sample of business letters applying the appropriate style and parts. LECTURE DISCUSSION 35 Different Parts of Business Letters The elements or parts that usually appear in a business letter are the following: Principal parts of business letter: (1) Heading (2) Dateline (3) Inside address (4) Salutation (5) Body/Text (6) Complimentary closing (7) Signature block Supplementary Parts (Optional/Miscellaneous Parts) (1) Subject line (2) Attention line (3) Identification / Reference initials (4) Enclosure reference (5) Carbon copies notation / Courtesy copy notation / Computer copy notation (6) Blind carbon copies notation (7) Reference line (8) Special notation (9) Mailing notation (10) Continuation line (11) Postscript 36 Business letter consists of different sections that have significant contribution for the transmission of business information. Basically, these are classified into two types, depending on their functions in a letter. The most basic elements of the letter are termed as principal parts; these include the heading, inside address, salutation, body, complimentary closing and signature block. The secondary elements of business letters are termed miscellaneous or optional; some of these are attention line, subject line, postscript, identification initials, etc. Either principal or miscellaneous part is all equally important since each of these elements provide vital business information. Technical writers should be well equipped in using these elements because every part contains different purposes and data THE HEADING OR RETURN ADDRESS This presents basically the complete business address of the firm or the individual address, as well as the date when the letter is written. Components of Business Letter Headings Modern Heading Traditional Heading name and nature of business firm complete address of the company complete address of the individual usually with printed letterhead at the top usually written at the upper right hand center of the stationery corner of the paper company logo— distinguishing trademark includes phone / fax numbers and web site or E-mail address the date when the letter is written the date when the letter is written 1. Conventional / traditional Heading 37 The number of the house and name of the street are both written in the first line. The town and the province; the city and the state; city or state Zip Code are written in the second line. The date is written in the last line of the heading 2. Modern Heading The modern heading usually uses letterhead or typed heading which consists of the name of the firm and complete business address. Business firms usually use stationery with a printed letterhead containing optional printed information as follows: Name of company and its complete address, Official company logo as its distinguishing trademark, The nature of company business and, Other vital information Telephone / Fax number, and Website address (if available) DATE LINE The date Indicates when the letter is written and is to be found at the last line of the heading. When letterhead is used, only the date is necessary to add either beneath the printed heading, at the left margin, or to the right center so that it ends roughly at the right margin. The date line consists of the month, day of the month, and year. The normal orders of elements in the date line are the month, day and year. Avoid Preferable: 01 September 2024 NOT 8th September 2024 Preferable: September 1, 2024 NOT September 1st, 2024 NOT Sept. 1th , 2024 NOT Sept. 01, 2024 Writing a dateline using all numerical figures like this (09/01/20) must also be avoided because this date might result into confusion for having two possible interpretations either as September 01, 2003 or January 19, 2020 09/01/24-month/day/year/ (for European and other Asian countries) 01/09/24-day/ month/year (for Western and other foreign countries) However, in the U.S government and many foreign countries, the preference style is to present the day before the month. 38 Preferable: 19 January 2024 NOT: 19th January 2024 In either case, the month should always be written in full and abbreviations should not be used. Correct Incorrect January 19, 2024 Jan. 19, 2024 19 January 2024 19 Jan. 2024 INSIDE ADDRESS The inside address consists of the name and complete address of the individual or the firm to whom the letter is written, just as it appears on the envelope. This includes the following elements: 1. Name of the addressee and the courtesy title- Mr., Ms. Mrs., Dr., Prof.. 2. Business title, rank or official position in the organization 3. The name of the company or organization 4. Complete mailing address (The street address, post office box, suite number, mail drop, or other mailing information.) Two-letter Abbreviation Standard Abbreviation Alabama AL Ala. Arizona AZ Ariz. California CA Calif. Colorado CO Colo. The inside address is written from two to ten spaces below the date line, or depending on the length of the body of the letter. 39 The only abbreviations that may be used within an inside address are the standard two-character U.S postal service abbreviation for states. These postal service abbreviations are all capital letters with no period at the end. The letter abbreviation (for example: OR stands for Oregon, U.S.A) must be followed by a Zip Code. This is an essential component of address since it identifies an area of the country and the delivery office to which a mail is directed. The Zip Code should be typed two spaces after the city or state. Do not use a comma between Zip Code and the name of the city or state. This can be written on line of the city or state; however, if this position is not practical, the Zip Code may be placed alone at the bottom line of the address. WJ&M Construction Company 2383 NW Turner Boulevard Tigaril, OR 97225 Mr. Alaine Rodriguez 299 Don Mariano Marcos Ave. Quezon City, Philippines 6302 It is always best to spell the addressee's full name correctly. Likewise, for reasons of courtesy, it should include the appropriate title-Prof., Dr., Capt., Mr. and Mrs. The following titles may be abbreviated in some common instances: Hon. Arturo Tolentino Vice-President Republic of the Philippines Malacanang, Manila Honorable Arturo Tolentino Vice-President Republic of the Philippines Malacanang, Manila 40 Title Common Functions This is used in addressing incumbent or former elective or appointive government officials, Honorable Note: The title is preferably spelled in full preceded by the article "the" followed by the name, initials, and surname of the person. However, it may be abbreviated into "Hon.", to reduce a long line to a satisfactory length. This title is used in addressing man or Professor woman, who is a member of a college or university faculty who holds a rank of professor, associate professor and assistant professor. This can be abbreviate as "Prof." To reduce a long line. When this is used with a surname alone, write it in full. This is used in addressing four classes of women: 1. unmarried women 2. women celebrities Ms. 3. women unknown status 4. women divorcees Note: It is always directly followed by a proper name. Never use it without a proper name. This is used in addressing men 1. either unmarried or married Mr. 2. men no other specialized titles 41 3. men unknown official title Note: It is always directly followed by a proper name. Never use it without a proper name. This is used in addressing three classes of women: 1. married women 2. widow Mrs. 3. divorcee Note: It is always directly followed by a proper name. Never use it without a proper name. This used as a title for those who do not Mx. identify as being of a particular gender, or for people who simply do not want to be identified by gender This is used in addressing either men or women who hold a doctor's degree in any branch of studies. Dr. If abbreviated, always followed by a proper name. Never use it without a proper name. Academic degrees are always capitalized whether they come before or after a person's name or are used alone. When the titles are used in a general sense, they always precede the name of the person, but if they are used in a specific sense they follow the name of the person separated by a comma. Dr. Josephine del Valle Prof. Judith Espinosa Project manager Consultant INLET Tech-Com @ Inc. SLI Construction Firm 42 Laguna, Philippines Project 2, Quezon City The title "Dr." and "Prof." are used in a general sense Rosario P. Golla, Ph.D. Orlando Esparrago, M.D. Dean of College of Arts and Sciences Head Doctor AMA University, Makati Campus Medical Memorial Hospital Makati City The title Dr. (Doctor of Philosophy) is used in specific sense The title Dr. Is used in specific sense NOTE: Titles after names can be abbreviated which start with a capital letter and end with a period. In addition, the designation or position of the addressee in the organization should also be written in full. It should not precede a name, instead, should appear after it, (1) separated from the surname by a comma, (2)or on the second line below. Atty. Aristotle Adolfo, Legal Consultant Atty. Aristotle Adolfo ACG Construction Firm Legal Director 045 St. Roces Ave. Makati City ACG Construction Firm Philippines, 0910 045 St. Roces Ave. Makati City, Philippines, 43 When the name of the intended reader is unknown, the letter should be addressed to a position. If it is written to an organization, it should be addressed to the name of the organization. Area Coordinator Linguistics Department Addressed to a position University of the Philippines Quezon City, Philippines 0602 Addressed to organization AMA Computer University College of Arts and Sciences Makati City, Philippines 0602 SALUTATION The salutation is the courteous greeting of the business letter. It directly tells to whom the letter is addressed. It also establishes the positive atmosphere between the writer and the recipient. Salutation also sets-up the degree of formality of the complimentary close of the letter. It always begins at the left hand margin, double space below the last line of the inside address. The only permissible punctuation mark in the business letter following the salutation is a colon (:) and not a comma (,) because the latter sounds to be less professional in tone. A comma is used only when the writer and the recipient are so familiar with each other that they can address themselves by their first names. In other words, comma is satisfactorily used when the letter is friendly, familiar, and sociable tone, but not for business correspondence. These salutations for individuals shown below are arranged from the most formal to the least formal order. Male Female Sir: Madam: My dear Sir: My dear Madam: Dear Sir: Dear Madam: My dear Mr: My dear Mrs. Ty: 44 Dear Mr. Ty: Dear Mrs. Ty: Addressing the group of individuals Gentlemen: (Composed entirely of men) Ladies / Mesdames: (Composed entirely of women) Ladies and Gentlemen: (Composed of men and women) Unknown Genders of recipients When neither the name nor the title of the recipient is unknown. The following salutations can be used. Dear Sir or Madam: Dear Ladies and Gentlemen: Dear Area Coordinator: Ladies and gentlemen: Dear Sirs: Dear Gentlemen: Sexist salutation if referring to a group composed of men and women When the name of the intended reader is unknown, the salutation should be addressed to a position title. If it is written to an organization, it should be addressed to the name of the organization. Dear Dean of Business Administration: Dear Recruitment Committee Head Dear Personnel Manager: Dear Admission Officer: (Address the salutation to a department name, or a position title) BODY/TEXT OF THE LETTER The body or text of the letter contains the actual message. The body is located between the salutation and complimentary close. It begins two spaces below the salutation and ends two spaces above the complimentary close. In writing the body, the letter must be correct, clear, courteous, concise, and neatly typed. As a general rule, 45 single spacing should be observed within paragraphs of the body; and double spacing between paragraphs. However, when the message consists of only a few lines, double spacing within paragraphs is permissible but indention should be employed to indicate paragraph divisions. Major components of Body of the letter 1. The introductory statement 2. The message proper 3. The closing or concluding statement COMPLIMENTARY CLOSE The complimentary close is the formal and courteous way of signaling the end or the leave-taking line of the business letter, which corresponds or conveys to the degree of formality of salutation of the letter. This should convey the level of formality with the salutation or degree of personal feeling that the writer has for the readers. In general sense, a complimentary close is followed by a comma. Only the letter of the first word should be capitalized. 46 ATTENTION LINE It is used when the inside address does not include either the name of an individual or the name of the department. It may be addressed directly to the desk of a particular individual; this happens when the writer wishes to direct the letter to a particular department or to one of its representatives, but does not know the name of a specific individual in the organization. Attention: NSTP Supervisor Ladies and Gentlemen: It is also used if the writer of the letter wants an organization or department to respond even if the person being written to is unavailable. In this case, although the letter is directly addressed to an individual, the salutation must be plural like "Gentlemen:" or "Ladies and Gentlemen". The envelope address must be addressed either to the organization or department. Attention: Prof. Roy P. Verano, NSTP Supervisor Dear Ladies and Gentlemen: 47 Possible Positions of Attention Line in Business Letter (1) Two spaces before the inside address (2) Between inside address and salutation (3) On a line with the salutation (4) Two spaces between salutation and body of the letter SUBJECT LINE Subject line is the title of a letter, memo, or e-mail. It is an effective device to indicate the main business subject with which the letter deals. In other words, it instantly informs the reader at a glance about the general content of the letter. Subject line is required in memos yet, optional in letters. Good subject lines are specific, concise and appropriate, in fact, most of them are relatively short-usually not more than ten words, often only three to seven words. The word "subject" is highlighted by boldface type, underlining, or by the use of all capital letters. It may be placed in various positions in the business correspondence: (1) two spaces above the inside address Subject: New Program Policies series 2024 Ms. Nelda Ocampo Chief System Analyst INTEL Programming Division Dear Ms. Ocampo: (2) two spaces between inside address and salutation June 8, 2024 Ms. Nelda Ocampo Chief System Analyst INTEL Programming Division SUBJECT: NEW PROGRAM POLICIES, SERIES 2023 Dear Ms. Ocampo: 48 (3) on line with the salutation Colonel Leonel Audijie Camp Commander Camp Crame Quezon City, Philippines Dear Sir: Subject: Amendments Art. 343 Sec. 23 (4) two spaces between salutation and the body of the letter The Honorable Victor Ma. Regis Nubla Sotto City Mayor Pasig City, Philippines Dear Mayor Sotto: Subject: 3rd Follow-up request for Concrete Pavement of Steve Street, Manila Greetings! In behalf of the… REFERENCE LINE This refers the readers to the number used on the previous correspondence, or the order or invoice number which this letter is about. This special reference to filing number is sometimes desirable as a matter of convenience either to the addressee or to the writer himself. If the recipient specially requests information such as a job reference or invoice number. Type it one or two lines, immediately below or align with the date. February 14, 2024 Ref. #: Invoice # 12395-02 Dr. Carina Alfaro President 49 CONTINUATION LINE The continuation line is used when the letter is longer than one page. This appears after the first page of the letter. This only consists of the name or initial of the addressee, the page number, and the date. This line is usually typed as an alternative brief heading for the succeeding pages of the letter. As a common practice among many business establishments, the letterhead stationery is not used for subsequent pages of the letter, instead, they use blank paper that matches the size, color and quality of the first page. The contents of this line can be written in two ways: 50 CARBON COPY NOTATION / COURTESY COPY NOTATION ("cc") The abbreviation "cc" originally meant "carbon copy" since it comes from the days when carbon paper was the only way to make copies of correspondence. But now this means "computer copy", however, this abbreviation is still used to indicate who besides the primary recipients will receive the documents. Other accepted abbreviations like "pc" for photocopy or simply "c" for copies. Thus, this notation is used to inform the addressee of the letter that a duplicate or a carbon copy is sent to someone else. If copies are distributed, the phrase" copy to" or the abbreviated "cc" is typed at the left margin, below all other notations, so that it will be the last item on the page. These symbols should be followed by the names of the other recipients, either individual, department or organization, listed either alphabetically or according to official function/rank. BLIND CARBON COPY ("bcc") When the writer wishes not to inform the recipient of the letter that a carbon copy or a duplicate of the document is sent to someone else. Just simply type the abbreviation "bcc" on the succeeding copies, not on the original. In other words, this notation is listed on the copy saved for the file with the abbreviation "bcc" preceding the names of people getting these copies. SLI:acg bcc: Mrs. Chona Viana 51 REFERENCE INITIAL/IDENTIFICATION INITIAL Identification initial presents the writer or dictator's initial and the transcriber 's (secretary/typist) initial separated either by colon (:), dash (-), hyphen (-), or diagonal line (/). Writer's initial is usually capitalized then followed by the transcriber's initial written in lower case. In short, if someone else types the letter, the reference identifies this person, usually by initials. SLI: zgb SLI/zgb SLI-zgb SLI zgb If the writer is different from the person sending the letter, the identification lin should appear with three sets of initials, separated from one another by any of the symb markers mentioned above. This should appear two spaces below the typed signature abetting the left margin. RDG:SLI:zgb RDG-SLI-zgb RDG/SLI/zgb RDG SLI zgb ENCLOSURE ( "Encl.") The enclosure notation informs the addressee of the letter that there are other items enclosed in the same envelope besides the letter. It may help both the letter sender and recipient to safeguard important documents inside of the envelope. In doing so, simply type this symbol "encl.", ordinarily one or two spaces below the last line of the signature block. It may also be placed in one to two spaces below the identification initials abetting the left margin. Writers may indicate the number of items enclosed by simply writing the figure enclosed by parentheses. As an option, it may or it may not list the name of each item enclosed below the mark. Encl. (3) or Encl. (3) (1) Resume (Specify the documents if very important) (2) Medical X-ray (3) Medical Findings 52 POSTSCRIPT This is used to re-emphasize very important details in the body of the letter to draw the reader's interest. This is usually typed two spaces beleather last notation of the letter. Do not use a postscript for a point that has been forgotten in the body of the letter. Otherwise, it might have a negative impression among readers for it seems that the writer has neglected something to mention in the body. In view thereof, this must be avoided by checking the necessary contents of your letter before finalizing it. This notation should appear two spaces below any other notation abetting the left margin. cc: Accounting Department Budget Department P.S Please, do not forget to submit the enclosed documents not later than Monday SPECIAL MAILING NOTATION 1. Prepare the envelope in the same style that you write the body of the letter. 2. Do not use titles as Mr., Mrs. or Ms. In your own name. 3. Include all necessary mailing information in the address of the recipient of the letter. 4. Avoid any abbreviations in addresses that will not be immediately clear to everyone Styles in Business Letter Writing Business letters can be written with a variety of styles such as: Full block, modified block, and semi-block. The full block style is commonly used in business letters because of its simplicity. All of the parts including the dateline, inside address salutation, body of the letter, complimentary close and the signature line are justified to the left margin. 53 Modified block or Simplified-style business letters contain the same elements as both the full-block and semi-block letters. The placement of the dateline, complimentary close and signature line are aligned to the right while the rest of the parts are aligned to the left which are the inside address, salutation, and the body of the letter. The reason this is preferred by many writers is because according to them this style promotes a balanced alignment of the parts of the letter. Lastly, the Semi-block or the simplified style promotes an exact placement as the modified block with the exception of the first line of each paragraph being indented instead of justified. 54 Activity Direction: Write a simple letter of inquiry with the following details: Scenario: You want to attend a training session of your choice from the list given by the HR department. Refer to the training schedule below. Purpose: You will write to ask for a copy of the training schedule and register in one of the programs. Receiver: Ms. Kristel Dela Cruz, Training Specialist Date Today: Rubrics of the activity Rubrics from Nobleza (2023) 55 Lesson 2 Principles of Business Writing INTRODUCTION Business writing is not only about following the proper format and parts, it is also about fostering proper communication within the organization, clients and partnership that will be built along the way. In order to have a harmonious relationship and communication within the parties that will be involved, there are principles that should be instilled for writers to produce effective letters. Following the principles of business writing could help writers to effectively deliver their message in manner that is not only proper but is also clear and compelling. LEARNING OBJECTIVES At the end of the lesson, students are expected to: 1. Identify the principles of business writing; 2. Familiarize themselves to the 7Cs of Business communication; and 3. Apply the principles of Business communication in writing a business letter. LECTURE DISCUSSION 7Cs of Business Communication (Letter Writers’ Creed) The following are the seven characteristics or 7Cs of effective writing which is used in business writing (Mulder, 2020). Completeness This quality refers to the completeness of the information being written in the letter. Business letters should contain adequate details, illustrations, information, and explanations. Having this quality means that all of the necessary information should be included that would answer all the questions that the receiver could possibly ask. 56 Concreteness This refers to having a clear, specific and concrete message. Information included must be based on updated data, credible sources and factual evidence. Appropriateness of terms is also a must. To achieve this quality, the message should have specific facts rather than being vague and general. Courtesy This quality is often forgotten but is a really important principle is writing business documents. To achieve this quality, writers should use a friendly and courteous tone when writing their letter. This encourages the writer to choose their words, phrases, and clauses carefully and make sure to imply goodwill and friendliness in their message by using pleasantness in their tone. Correctness 57 This quality is applied through the avoidance of errors in writing business letters. To attain this principle, writers should have a correct use of language and observance of proper grammar and punctuation. The letter should have to typing errors, have an orderly arrangement of parts, proper punctuation and capitalization, and a correct paragraph structure. Clarity This refers to having a clear or plain language through use of concrete words. Letters with scattered ideas can be damaging, having a clear choice of words and information that emphasizes the message is helpful to build clarity to the receiver. Consideration This quality emphasizes the importance of considering the receiver of the letter or your target audience in the document that you will be writing. Making sure that the message is geared toward the right audience. Factors to consider: - Professional Knowledge - Age - Interests - Level of Education - Position Conciseness 58 This quality refers to the succinct delivery of the message. This means that the message of the letter should be brief while at the same time complete. Conciseness is maximizing your message with the minimum number of words. Having paragraphs that are not unnecessarily wordy. Activity Direction: Correct the errors in the following parts of the business letter. 1. Sept. 10, 2021 2. very yours truly 3. 12-12-2020 4. dear sirs 5. your very sincerely 6. yours respectfully 7. your letter of november 16th 8. 168 evangelista st. 9. dear mrs. Dela Rama 10. sincerely yours 59 Lesson 4 Types of Business Letters INTRODUCTION Business letters are a key part of professional communication, each serving a specific purpose. Whether you’re writing to request information, make a complaint, or seal a deal, knowing the right type of business letter ensures your message is clear and effective. This chapter will explore the different types of business letters and understand how to use them in various situations. LEARNING OBJECTIVES At the end of the lesson, students will be able to 1. Compare and contrast everyday letters; 2. Distinguish persuasive letters; 3. Write different types of business letters; and 4. Apply the guidelines in writing business letters LECTURE DISCUSSION Everyday Letters Letter of Inquiry Basically, this letter seeks to request information from the receiver. It is therefore the objective of this letter to make the receiver respond to satisfy the inquiry. But the communication process must not only be beneficial to the sender but to the receiver as well. This kind of letter is common in various businesses and organizations as it usually deals with matters from sales, projects, policies, fundings, scholarships to job vacancies. 60 61 Letter of Reply/Response The main function of this letter is to provide an answer or information being requested from a letter of inquiry. The letter of reply must satisfy the inquiry of the sender even if the response is unfavorable or negative. 62 Acknowledgement Letter The letter of acknowledgement serves a confirmation that the message has been received or a communication was established. It is sometimes called a letter of receipt and an important indication of professionalism in building and maintaining business relationships. This letter is commonly short and concise as it also serves a legal document. Persuasive Letters (Letter Asking Donation and Favor) Persuasive letters are written formally to convince or influence the receiver to act in favor of the sender’s intentions or objectives. This letter usually provides due reasons, examples, tasks, and solutions. 63 Donation Letter Donation letters seek to ask for support either financial or in-kind. This letter is usually written by non-profit groups or organizations. Donation letter includes organization’s advocacies and its impact to the intended beneficiaries. Refusal Letters (Orders, Requests) Refusal letter is a letter commonly written in formal form to notify the receiver about the unfavorable decision of the sender. This letter is usually short and only includes necessary information on the reasons for the negative response. Even if there is no particular format in writing a refusal letter, it is important to be as polite as possible in stating the rejection. Letters and Services Needed Order letter Orders letters are used to fulfill an order from a customer to the vendor. Detailed information such as quantity, description, price as well as instructions for the vendor is written carefully. This also serves as a legal record of a transaction. Adjustment Letter This letter answers to customer’s complaints which should be written in a diplomatic, tactful, and positive manner. Keep in mind that when writing an adjustment letter, it must show that you understand the writer's feeling, diplomatic in inform the adjustment/s to be made and , do not forget to attempt to maintain goodwill. Claim Letters Inevitable things can occur in businesses no matter how carefully we manufacture, inspect, and check our products or services.Claim letters and used to alert the responsible party about an error in the transaction or that the recipient is not satisfied with a product as advertised or a service rendered. 64 Lesson 5 The Memorandum INTRODUCTION LEARNING OBJECTIVES At the end of the lesson, students will be able to: 1. Identify and explain the key components of a memorandum; 2. Write a clear, concise, and well-organized memorandum that effectively communicates a specific message or information to its intended audience; and 3. Demonstrate the appropriate tone and professional style required in a memorandum LECTURE DISCUSSION A memorandum is an interoffice or department report used to communicate information to individuals within the organization or company. Typically, the purposes for writing are to make announcements, discuss procedures, report on company activities, and disseminate information. The memo should not be used for confidential matters. Characteristics of the Memo 1. A memorandum does not have the inside address, salutation, and the close. 2. It uses the block paragraph pattern. 3. The “From” part is initialled to signify that the sender has proofread the memo and to prevent anyone from sending memos in someone else’s name. Some organizations require the memo sender to sign and not just put initials on the memo. The signature is placed beyond the last line of the memo to prevent anyone from adding unauthorized information. 4. The language used is usually the informal first person (I, we, me, us, our) or second person (you); although the formal language which uses third-person pronouns, such as he or she, they, and them, may also be used. 65 Parts of the Memo 1. Heading a. Company Name b. Word memo or memorandum c. Date d. To/For ( to when the sender writes to who has a higher or lower rank than he has; For when the sender writes to someone who occupies an equal rank) e. From (initiated) 2. Subject line 3. Message, consists of: a. orientation (background) b. information (message or report) itself c. action (steps to be taken or recommendation) suggested d. signature of sender Example of a Memo Format: Organization There are two strategies to organize the memorandum: The direct organization strategy is focused on the purpose of the document usually stated in the first paragraph or first sentence. It gives supporting details and additional information in the body. 66 The indirect organization strategy starts with relevant, attention-getting details. The purpose is revealed in the body of the message, usually sandwiched between supporting details. In choosing which strategy to observe, keep in mind that the direct strategy is best for good news or routine messages while the indirect strategy is more appropriate for bad news or persuasive messages in order to build the purpose. The last paragraph or the action contains the closing statement with essentials like deadlines or contact information. Sample Direct Memo 67 Sample Indirect Memo Style and Tone Memo reports and policy memos have a more formal tone, but most memos have a conversational style—slightly informal but still professional. The writer’s style for memos are based on the audience. The relationship is a professional one, so the writing should reflect that. Furthermore, as with all workplace documents, the audience may contain a variety of readers, and the style and tone should be appropriate for all of their technical and authority levels. Activity Direction: Think about a relevant topic or announcement related to your campus life, this could be an event, policy update, club activity, or any other announcement. Then draft a direct and indirect memo announcing your chosen topic. Make sure to include the necessary components (header, introduction, main body, conclusion, closing) and to keep the memo clear and concise. Make sure to consider your target audience and tailor the tone accordingly. 68 Lesson 6 Written Reports and Presentations INTRODUCTION Written reports and presentations are essential tools in business communication, helping convey information clearly and persuasively. Whether you’re summarizing research, proposing an idea, or sharing results, the way you present your information can make all the difference. This chapter will dive into the key aspects of creating effective written reports and presentations that leave a lasting impact. LEARNING OBJECTIVES At the end of the lesson, students are expected to: 1. Describe the characteristic features of reports and presentations written and presented in professional contexts; 2. Explain the purposes and functions of reports and presentations; and 3. Write reports and make presentations effectively in a proper format. LECTURE DISCUSSION Guidelines for Effective Business Documents As different as various business formats are, as well as their subject matter, the writing style is similar for all. These guidelines are important to in-depth materials that incorporate different types of information and a lot of detail. 69 Write crisp, simply constructed sentences that read fast. Generally keep sentences to an average 15 words or less. Use an objective third-person voice and relatively formal language that is also accessible and clear. Choose short, vivid, concrete words, and avoid jargon and cliches. Use an active voice, and choose action verbs rather than dull, boring ones. Maintain an upbeat, positive, “in charge” but courteous tone that communicates good judgment and conviction. Avoid hedgy words and statements (e.g., about, we hope that, we could, probably, we’ll aim to, it’s possible that). Write a strong lead plus informational headlines and subheads to attract and retain your target readers. Employ good transitions between sentences, [paragraphs and sections to ensure your argument flows smoothly and logically and make the relevance of each piece clear. Check that the copy is sayable– read portions aloud or listen to your computer read them. Edit carefully to ensure that the full document has a coherent, consistent style without spelling and grammar errors. Nature and Characteristics of Reports A report may be defined as a formal communication written for a specific purpose, conveying reliable information to a well-defined audience in a completely impartial and objective manner. It includes a description of the methods followed for the collection and analysis of data and the conclusions drawn from them. Apart from being an instrument of recording significant information and decision making, a report has intrinsic value. It develops the power of discrimination and judgment apart from inculcating the skills of local thinking and systematic presentation. Reports are common features for most businesses and professions. By taking into consideration the subject focus of a report, one can easily identify the kind of report 70 a person writes. Reports are classified as technica, scientific, and the like. Knowing the area of concentration, a reporter can fully concentrate and direct his ideas towards the developments of specific purposes or issues. The success of a report depends upon the way a writer develops his subject matter. Reports are categorized according to their degree of formality and their arrangement of parts. Tone refers to the reporter’s manner of treating the topic or the subject. Based on the tone and format, a report can be either formal or informal. Formal Report is a type of report that follows a prescribed format with an elaborate layout and an attractive binding. Its depth, complexity and the style employed by the reporter serve as the most distinctive features of a formal report. In addition, its prime objective is to present information in the form of analysis and interpretation of both current and previous condition of the issues or the problem for the purpose of proposing a future course of action. On the other hand, an informal report is usually brief and it may be written in two or more pages. The ideas or information can be presented in an ordinary letter or an enlarged memorandum. It is also expressed in conversational writing style and makes use of personal information. Format of the report is controlled by a topic, length, readers and purpose. It may be letter format, memorandum format, or manuscript format. Hallmarks of a Good Business Report A successful report observes the various attributes of a good report. Here are the hallmarks of a good report: 1. Functional Every report must be aware that the transmission of ideas or knowledge is one of the primary objectives of report writing. This stresses that knowledge is more than a collection of data for it requires interpretation, and analysis. Hence, a report should explain how things are being done, his basis for doing it and how he puts them into 71 proper perspective. In effect, he is able to give the reader a clue to visualize the entire process or activity. 2. Efficient Any type of report is efficient when it serves its intended purpose which is to communicate informative ideas and data. Efficiency may likewise mean as the capability to do the work, to influence, and to direct people on the proper direction so that they can realize their target objectives. 3. Objective In writing a term paper, business report or a feasibility study, the use of the third person such as the researcher, the proponent, the subscriber, and the like is the preferred style. In this way, the reporter considers himself as an innocent bystander, an uninterested observer or he may pretend as another person. The rationale for refraining the use of I, me, and my is to create an impression that the report being presented is a team or a group work rather than an individual activity. In addition, this gives the reader an impression of impartiality. Three Basic Categories of Reports In terms of what they do, most reports fit into the following categories: 1. Informational Reports offer data, facts, feedback, and other types of information without analysis or recommendations. For such reports, writers collect and organize facts, but they do not analyze the facts for readers. A trip report describing an employee’s visit to a trade show, for example, simply provides factual information. Weekly bulleted status reports distributed by e-mail to a team summarize the activities of each group member and are shared with supervisors. Other reports that present information without analysis include monthly sales reports, progress reports, and government compliance reports. 72 2. Analytical Reports offer both information and analysis and can also include recommendations. Analytical reports may intend to persuade readers to act or change their beliefs. For example, if you were writing a yardstick report that compares several potential manufacturing locations for a new automobile plant, you would compare the locations using the same criteria and then provide a recommendation. Other reports that provide recommendations are feasibility studies (e.g., for expansion opportunities) and justification reports (e.g., for buying equipment or changing procedures). 3. Proposals present persuasive recommendations to internal or external audiences, often involving investments or purchases. Proposals offer a method to find information, evaluate something new, solve a problem, or implement a change. Proposals vary widely. They can be as short as an elevator pitch or as long as a formal report. They can be delivered in an oral presentation, such as on the TV show Shark Tank, or by uploading a written document. 73 Mechanics of a Written Report 1. Margins - Margins create the white frames that frames the report, making it attractive and appealing to the reader. Generally, report margins are one inch on all three sides and one and a half on the top. All four margins can be adjusted to accommodate various elements such as binding. If the report pages will be stapled or otherwise bound, add an extra half-inch to the left margin to accommodate the binding. And if the report will be printed on both sides of the paper, the binding allowance needs to switch to the right margin on every other page. The page layout options in your word processing software, makes this easy to do. 2. Spacing -Reports may be single-spaced or double-spaced, but the trend now is to single-space reports to save pages that have to be handled and filed. Double-spaced paragraphs are indented one-half inch from the left. Single-spaced paragraphs are double-spaced between paragraphs. Indenting the first word is optional. 3. Topic Heading- Topic heading helps the reader in following the organization of the report and referring quickly to a particular section in the report. Examples: Informative heading – introduces the reader to the content of the section. Examples: INCOME FOR FIRST QUARTER FILIPINO CULTURAL TRAITS Structural heading – points out the functional sections Examples: SUMMARY OF FINDINGS CONCLUSION RECOMMENDATIONS Topic-Heading Layout Writing headings vary depending on the adopted style of a suggested manual. Regardless, consistency in using one style is important. First-Level Heading (main heading) centered may be in uppercase letters and boldfaced but not in uppercase letters and underscored. text starts double-spaced below the heading 74 Second-Level Heading (side heading) begins at the left margin text starts double-spaced below the heading first letter of each important word is capitalized may be underlined. Third-Level Heading (side heading_ one-half inch away from the left margin and underlined text starts on the same line as the heading, about two spaces after the period of heading first letter of each important word is capitalized 4. Documentation- Chances of documentation in business reports are less frequent because most of the data originate from primary sources. The two basic systems in documenting materials in formal or long reports similar to those used in research are the note-bibliographical system and the parenthetical reference system. 5. Paging- Reports of one or two pages do not need to be numbered consecutively. Preliminary pages (pages prior to the body of the report) should be numbered with small Roman numerals (i, ii, iii, iv). The title page is page 1 but is not numbered. The pages of the body of the report are numbered consecutively with Arabic numerals. Types of Reports According to Format 1. Formal or Long Report a. It has complete parts or details i. Introduction ii. Body iii. Conclusion iv. Recommendations b. It uses formal language (third person) c. It makes use of topic headings for easy organization, comprehension, and location of specific topics in the message. 2. Informal or Short Report a. It does not contain the trappings of a long report; it has lesser parts of a report. i. Introduction ii. Presentation of Findings in Table Form iii. Summary/Conclusion Based on Findings iv. Recommendations b. It uses informal language (first person or second person). c. It is more commonly used than the formal or long report. 75 Organizational Strategies Reports may be organized directly or indirectly. In long reports, such as corporate annual reports, some parts may be organized directly whereas other parts are arranged indirectly. Analytical reports may also be organized directly, especially when readers are supportive of or familiar with the topic. Many executives prefer this strategy because it gives them the results of the report immediately. They don’t have to spend time wading through the facts, findings, discussion, and analyses to get to the two items they are most interested in– the conclusions and recommendations. Direct Strategy. When you place the purpose for writing close to the beginning of a report, the organization strategy is direct. Informational reports, such as the safety compliance report, are usually arranged directly. They open with an introduction, which is followed by the facts and a summary. Indirect Strategy. The organizational strategy is indirect when the conclusions and recommendations, if requested, appear at the end of the report. Such reports usually begin with an introduction or description of the problem, followed by facts and explanations. They end with conclusions and recommendations. This strategy is helpful when readers are unfamiliar with the problem or when they must be persuaded. When readers may be disappointed in or hostile toward the report’s findings, an indirect strategy works best. The writer is more likely to retain the reader’s interest by first explaining, justifying, and analyzing the facts and then making recommendations. This strategy also seems most rational to readers because it follows the normal thought process: problem, alternatives (facts), solution. The direct approach is often used for reports because it is efficient and easy to follow, so use it whenever your audience is likely to be receptive or at least open-minded to what you have to say. Lead with a summary of your key findings, conclusions, recommendations, or proposal, whichever is relevant. This “up-front” arrangement saves time and makes the rest of the report easier to follow. For those readers who have questions or want more information, later parts of the report provide complete findings and supporting details. 76 Sample Report Using the Direct and Indirect Approach 77 Report Format Reports vary in length and format. Most reports are the result of considerable investment of time and resources, so careful attention is paid to dressing up the report in the trappings of commercial publishing. That is, the reports will include elements that one typically finds in published books, such as a cover, table of contents, and pleasing page design. Some reports, however, are distributed in memo format and therefore dispense with more formal elements like a cover. Except for memo (or email) reports, most reports contain the following elements: Front Matter 1. Transmittal Letter. A cover letter that accompanies the delivery of documents to external audiences. The letter should follow standard letter format and be limited to one page. The letter should state the pu

Business Communication and Report Writing ENGL 2043 PDF

Document Details

Tags

Related

Summary

Full Transcript

Upgrade to continue