I
1. No abbreviation or capital words
2. expand the subject line to make it more informative 3. salutation and closing: Dear……Sincerely 4. Consider “CC” or “BC”( blind copy)
5. 80% of the writing should be in the active voice
15% passive voice is allowed-----soften the tone present bad news
II: Intercultural Communication
1. High-context: little is said; most of the communication is inferred Low-context: much is said; most of the communication is explicitly spelled out
Government: if information flows freely from the government, then usually that culture is low-context; if the information is a bit subdued(抑制) or all the information is not provided, probably that culture is high-context. 2. Cultural Differences
A. Individualism versus Collectivism B. Time
C. Business versus personal relationships D. Power relationship E. Truth
F. Food
3. Intercultural Nonverbal Communication Body language Gesture Space
Time(Monochronic一元时间模式, Polychronic 多元时间模式) Clothing Colors
The successful Intercultural Communication is:
1. Aware that his or her preferred values and behaviors are influenced by culture and are not necessarily correct. 2. Flexible and open to change
3. Sensitive to verbal and nonverbal behavior
4. Sensitive to differences among individuals within a culture 5. Aware of the values, beliefs and practices in other cultures
Common Writing Errors 1. Writing in the passive voice. 2. Writing using unparallel structure 3. Agreement: A: Subject—verb; B: Pronoun 4. Series Comma
5. Hyphen(连字符) 6. Correct semicolon use 7. Colon 8. Fragment 9. Run-on Sentences
10. Writing Contractions 缩写 11. Using exclamations points 感叹号 Exercises: You Attitude
1. We have expanded our inventory to give you the largest selection in town.
You can choose from the largest selection of gifts in town, thanks to Shepherd’s large inventory. 2. We shipped your order today.
The 500 red and gray sweatshirts you ordered were shipped today and will reach you early next week.
3. We are happy to give you a credit line of $2000. You now have a credit line of $2000 with Visa. (Don’t talk about the reader’s feelings)
4. You will be happy to learn that your reimbursement request has been approved.
Your reimbursement request has been approved. 5. You failed to sign your flexible spending account form.
Your flexible spending account form was not signed.
( In negative situations, avoid the word you. Protect the reader’s ego. Use passive verbs and impersonal expressions to avoid assigning blame.)
Building Goodwill
1. Positive emphasis—a style of writing that highlights to positive aspects of a message.
2. Tone—the attitude the writer takes towards the reader; the words that the writer uses.
3. Bias—free language—Using gender inclusive pronouns; eliminating language that is racist and sexist; using language that stereotypes a particular group.
Business depends on communication to: Plan Hire Termination Train Motivate Coordinate Persuade
Type of Communication Verbal: Face-to-face Phone conversations Meetings E-mail messages Letters Memos Reports
Type of Communication Nonverbal: Pictures Computers Company Logos
Type of Communications Interpersonal Nonverbal Facial expression Proximity 邻近关系 Office size
Memos vs Letters Some Differences
Memo: a document sent to readers within an organization
For an internal audience
A style that uses the To, From, Date, Subject arrangement
This style does not included a salutation, closing, or signature block Memo Format: (Memo Letterhead) Letterhead Date: To: From: Subject:
Letter: more formal than Memo
Bad news:
When writing a bad news message avoid negative wording and personal language. Ex: I must refuse I am unable to You must understand We must deny We cannot afford to We must reject We cannot allow
As much as I would like to
Direct Plan: Refusal Reasons
Alternatives, if possible Goodwill
Indirect Plan:
Buffer(if effective) 缓冲 Reasons Refusals Alternatives Endings
Examples of Buffers(must be relevant to the topic, cannot be overly positive)
Give any good news:
more convenient access after closing for renovations
Give chronology(客观陈述) or fact: Recent regulation requiring clues Refer to enclosures: New Parking Sticker
Thank reader for her/his action: For setting up meetings
State a general principle: Good drivers should pay less.
Reasons:
Give solid reasons: inadequate reasons are worse than none Don’t blame “company policy”: Give the reason for the policy instead Don’t say you “ cannot”—it is a choice Use only watertight reasons(无懈可击的) Refusal:
Begin with reasons
Implied refusals: clear but indirect Not “you cannot rent for one month” But : The shortest lease is six months” De-emphasized refusals:
Format: Although (bad news), you may want (alternative) Reason to give alternatives:
Psychological reactance—negative response to limited freedom Avoid: however, therefore, thus, hence
Phrase Reason:
Avoid: I am afraid that, We are unable to, I am sure you will agree,
Unfortunately
Letter of Inquiry Four sections:
1. Explain the source of the inquiry 2. List four concrete, open questions
3. Provide details to substantiate(具体化,what why,how,which) the request
4. End with a goodwill ending, include a concrete response date AMS( Administrative Management Society)
A format in which the salutation is replaced with a subject or regarding request line
The signature block is deleted the closing.
AMS Format 1: Company Letterhead 1. inch 2-4 spaces Date 1-4 spaces Name Title Company Address 2-spaces
Subject line ( subject line in full capitals) 2-spaces Content
No close no signature
Your name Your title 1-4 spaces End: CC:
AMS Format 2: 1 inch Reader’s name Date Content
No close no signature Writer’s name ( Full capitals) Title Encl: CC:
AMS Format 3: The writers address Date:
The receiver’s add Subject line Content
No close no signature
Your name Your title
Designing Brochure
1. Determine your objectives(主旨) 2. Identify your target audiences 3. Identify central selling point 4. choose image you want to project
5. Identify objections; brainstorm ways to deal with them 6. Draft text to see how much space it takes 7. Select visuals to accompany text
8. Experiment with different papers and layouts 9. Make every choice a conscious one Color-Font-Layout-Paper 10. Polish prose and graphics
Brochure Design Principles Put central selling point on cover Use a visual that tells a story Use grid to align elements
Repeat graphics; use contrasting sizes, shapes Use color effectively
Inside Page 2 Back cover Cover
Inside Page 1 Inside Page 3 Inside Page 4
Make text look appealing 1. use no more than two fonts 2. avoid italic type and underlining 3. use small tab indents 4. insert plenty of white space 5. use ragged right margin
Don’t put vital points on back of reply coupon
