This document provides an overview of good communication skills and business writing. It discusses five main methods of communication - written, spoken, symbolic gestures, visual images, and multimedia. It then covers various aspects of business writing like business letters, memos, reports, notices, and sales letters. Key tips are provided for writing clearly, concisely, courteously, completely and correctly. The document also discusses grammar, punctuation, and strategies for effective planning and structuring of business documents.
6. Five Methods of Communication Methods of Communication Examples Benefits Written word Letters, memos, fax messages, e-mail, reports, notices, leaflets, agendas, minutes, advertisements, factsheets, newsletters, invitations, forms, questionnaires, press releases 1 . Permanent record 2. Authority 3. Evidence for future 4. Can be read at leisure 5. Can include visual aids to assist understanding 6. Distance may be useful Spoken word Telephone calls, discussions, meetings, interviews, speeches, presentations, conferences, seminars, conversations 1. Voice adds emphasis 2. Immediate feedback 3. Body Language or tone of voice Symbolic gestures Tone of voice, posture, gestures, facial expressions, actions, silence, movement, eye contact 1. We can gain extra information 2. We may be able to read “between the lines”
7. Five Methods of Communication Visual images Cartoons, illustrations, graphics, photographs, slides, drawings 1. Understanding is often aided with visual images 2. They can convey powerful conscious and unconscious messages 3. Hold attention and interest Multi-Media Newspapers, magazines, radio cassettes, television, video, Intranet, Internet, World Wide Web, CD-ROMs 1 . Can combine any of the above methods for interest and participation
28. Research has been conducted into the degree of understanding of sentences of different lengths. Take a look at these figures : Number of words in the sentence Percentage of population who will understand on first reading 7-10 words 15-20 words 27 words or more 95% 75% 4%
29. Touch up your Tone Avoid Irritating Expressions Your failure to reply It is not our fault Your neglect You did not see You should know We must insist You failed to You should not expect to You cannot expect You have ignored We take issue Your complaint Your refusal to co-operate
30.
31.
32.
33. Clarity ? Be Specific Avoid vague expressions Use familiar words
34. Conciseness ? Avoid unnecessary explanations Avoid wordiness, repetition, long words Use simple expressions instead of jargon
35. Courtesy ? Use “You” language rather than “We” or “I” Be tactful Avoid Irritating expressions
36. Completeness Include dates, times, names & numbers Double check all details carefully Proofread and spell check
37. Correctness Use correct spelling and punctuation Use correct grammar Adapt your language to your reader
38. The 5 Ws of Planning Who ? What ? Why ? Where ? When ?
51. Clear, direct and focused way on day-to-day activities, like sales & profits, product information, policies and schedule changes, progress reports, orders and personnel direction.