Sales letter; Enquiry and replies; Placing
orders; Request letters; Complaints and
Replies; Goodwill letters
Write naturally and concisely
Maintain a positive note without being
grandiose
Avoid trite/stale expressions
Avoid long phrases, adjectives and cliches
Maintain courtesy at all times
As sufficient details as possible
Full contact addresses/ alternative contacts
Provide content, subject line without fail
Organise content
Level of informality to be made sure
Choose appropriate style
Avoid all caps
One subject per mail
Donot forward sensitive messages
Use time/date/ measurements appropriately
for international receivers
Limit emoticons
ASAP
BTW
FYI
IMO
IOW
TIA
TTYL
TYVM
Quotations
Agenda
Notice
Minutes
Memo
Circulars
Brochures
Reporting
Quotations are clear price statements-offer to
sell
Notice is written information in brief as to an
upcoming official event duly issued by a
Agenda- program of what is to transpire in an
official meeting.
Minutes are a complete record of all that
transpires; duly signed by the chairman
Memo and circular are internal documents for
intra communication
Brochures are printed details of company,
product and services offered distributed to
potential customers.
Brief, clear, attractive and accurate filing of
information for further analysis.
A report is a description of an event or an
analysis of factual information submitted to
a person who asked for it or is interested in
the analysis provided
Analysis must be based on authentic
information and followed by accepted
analysis and interpretation
A Report is a purely formal mode of
communication
Identify subject matter
Study, observe & gather relevant information
Organise information to present to audience
Analyse and provide capsule meanings for
clarity in an accepted format
Select suitable illustrations
Suggestions of solutions
Give space for revision if necessary
Responsibility to be clearly undertaken
Provide for monitoring of implementation
Oral and written reports
Written--- formal and informal
Formal---Interpretive; Informative & Routine
reports
An oral report may not create an authentic
record unless video recorded
A written report reduces distortion and is
hence more preferred
An informal report is usually relatively brief
Reports submitted as memorandums are
called memo reports
Written in form of a business letter
Subject line
Introduction paragraph
Body of letter in paragraphs, data graphs
etc. and reasonings
Concluding statements
From and To addresses.
No persuasion, but plain presentation of
facts
Clarity and flow of theme to be maintained
Informative reports only submits compiled
data; no analysis is done
An interpretative report draws conclusions
and recommends action
Routine reports are also called form reports
since it usually has prescribed forms
Examples of routine reports are Lab reports,
progress reports and periodic reports
Feasibility reports are those that are
analytical, provides alternative solutions
based on factual data
Cover
Frontispiece
Title page
Copyright notice
Forwarding letter
Preface
Acknowledgements
Table of contents
List of illustrations
Abstract and summary
Introduction giving history and technical
background, general layout
PURPOSE
Discussion or descripts
Conclusion
Recommendations
Back matters (supplements)- Appendix; List
of references; Bibliography; Glossary; Index
Writing Abstracts and Summaries- difference
between the two.
Visual aids are supporting material for inputs
in following forms/ideas
Intellectual
Technical
Psychological
Emotional
Sensory
These aids may be used wherever
complicated information has to be displayed
and a non verbal analysis is required.
Clear and accurate; appropriate
Complete and self sufficient
Suitable title and indicative
Tables and figures be sequenced numbered
Explain context of visual and discuss
Indicate source and do not crowd info
Insert visual aids as close to explanation
General information can be placed in
Appendix
illustrations
Numerical/verbal
Graphs/charts/
photographs
Maps/drawings/
icons
Tables/figures
Negotiation is the process of discussion
between two or more disputants, who seek
to find a solution to a common problem, one
that meets their needs and interests
acceptably. Learning to be a skilled
negotiator can help you make deals, solve
problems, manage conflict, and preserve
relationships.
Learn to flinch.
Recognize that people often ask for more
than they expect to get.
The person with the most information
usually does better.
Practice at every opportunity.
Maintain your walk away power.
Be pleasant and persistent but not demanding.
Conditioning yourself to negotiate at every
opportunity will help you become more
comfortable, confident and successful.
Phase I: Pre-bargaining Phase
Information
Leverage
Issues
Rapport
Goals and expectations
Type of negotiation
Budget
Plan
Phase II: Bargaining Phase
Logistics
Opening offer
Subsequent offers
Tactics
Concessions
Resolution
Phase III: Closure Phase
Logistics
Closing checklist
Emotional closure
Implementation
Emotional intelligence (EI) refers to the
ability to perceive, control and evaluate
emotions. Some researchers suggest that
emotional intelligence can be learned and
strengthened, while others claim it is an
inborn characteristic.
Perceiving Emotions: The first step in
understanding emotions is to accurately perceive
them. In many cases, this might involve
understanding nonverbal signals such as body
language and facial expressions.
Reasoning With Emotions: The next step
involves using emotions to promote thinking and
cognitive activity. Emotions help prioritize what
we pay attention and react to; we respond
emotionally to things that garner our attention.
Understanding Emotions: The emotions that
we perceive can carry a wide variety of
meanings. If someone is expressing angry
emotions, the observer must interpret the
cause of their anger and what it might mean.
For example, if your boss is acting angry, it
might mean that he is dissatisfied with your
work; or it could be because he got a
speeding ticket on his way to work that
morning
Managing Emotions:
The ability to manage emotions effectively is
a key part of emotional intelligence.
Regulating emotions, responding
appropriately and responding to the
emotions of others are all important aspect
of emotional management.
