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1、1,Business Communication Reports, Letters & Email,Gurudutt R. Kamath,2,How We Communicate3,CVs, Resumes Email, Web site, FAQs Letters, Newsletters, Brochures, Articles, Catalogs Advertisements, Notice Board, Pamphlets, Signs, Press Release Presentations, multimedia, talks Reports, Manuals, Proposals
2、, Books,3,Which Reports?,Annual Reports,Sales Reports,Feasibility Reports,Inspection Reports,Audit Reports,Progress Reports,White Papers,4,Technical Writing Reports,Proposals User Manuals Technical Manuals White Papers,5,Classification of Reports,Formal Reports and Informal Reports Information Repor
3、ts Analytical Reports Recommendation Reports,6,5 Steps to Report Writing1,Define the problem Gather the necessary information Analyze the information Organize the information Write the report,7,Organizing Reports,Comparison/contrast Problem-solution Elimination of alternatives General to particular
4、Geographic or spatial Functional Chronological,8,Words, Words, Words,UK English and US English International English and Indian English Denotation and Connotation Let me know when youre free next week for a meeting. Could you let me know what times you have free? Tone Terry is hung up on trivial det
5、ails. Terry is meticulous and takes care of details that others sometimes ignore.,9,Writing Style,Brief writing style Omit needless words Combine sentences Rewrite Campus Jewelers main objective is to increase sales. Specifically, the objective is to double sales in the next five years by becoming a
6、 more successful business. Campus Jewelers objective is to double sales in the next five years.,10,We do IT in Style!,Chicago Manual of Style Elements of Style by Strunk & White Dictionary Microsoft Manual of Style AMA Style Guide,11,Anatomy of a Report,Cover Page Title Page Letter of Transmittal Ta
7、ble of Contents List of Illustrations Executive Summary Report Body Appendices,12,Report Body,Introduction Purpose and Scope;Limitations, Assumptions, and Methods Background/History of the Problem Body Presents and interprets data Conclusions and Recommendations References or Works Cited Appendixes
8、Interview transcripts, questionnaires, question tallies, printouts, and previous reports,13,Letter of Transmittal,Background Summarize conclusions and recommendations Minor problems. Thank those who helped. Additional research necessary Thank the reader. Offer to answer questions.,14,Sales Proposal2
9、,Budget Objectives Strategy and Tactics Schedule Results Closing,15,Document Design,Use no more than 5 fonts. Use no more than 5 colors. Use glossy paper. Use white space. Use templates. Use parallelism. Avoid double emphasis.,16,Future Reports,Proposals 250-page reports 90-minute oral presentation
10、50-page summary Reports Multi-media Web,17,FAQ and CE,Questions You, We, I personal pronouns Standards for reports How long? Common Errors Its a common error! Its consequences are great! Singular & Plural errors. Neutrality (he/she, John),18,Business Communication Letters & Emails,Gurudutt R. Kamath
11、,19,Correspondence Costs Money1,Dartnell Institute, 10-minute message $13.60 $20.52 Plan, compose, revise 1-page letter 54 minutes Average Proposal (engg firm) $500,000 $1,000,000 Rwitgin wastes time and damages relationships.,20,Making Messages Effective,Clear Complete Correct Save readers time Bui
12、ld good will,21,Complaint Letters,Nursery Plants worth $572 Dry and wilted. One came out by the roots when I took it out of the box. Please send me a replacement shipment immediately,22,Response 1,After ruling out problems in transit, I discovered that your order was packed by a new worker who didnt
13、 understand the need to water plants thoroughly before they are shipped. We have fired the worker, so you can be assured that this will not happen again.Although it will cost our company several hundred dollars, we will send you a replacement shipment.Let me know if the new shipment arrives safely.
14、We trust that you will not complain again.,23,Response 2,Sorry we screwed up that order. Sending plants across country is a risky business. Some of them just cant take the strain. (Some days I cant take the strain myself!) Well credit your account for $572.,24,Response 3,it isnt our fault. The box c
15、learly says “Open and water immediately.” If you pull by the leaves, you will pull the roots out. Always lift by the stem. Since you dont know how to handle plants, Im sending you a copy of our brochure, “How to Care for Your Plants.” Please read it carefully to avoid disappointments in the future.W
16、e look forward to your future orders.,25,Response 4,Your letter of the 5th has come to the attention of the undersigned.According to your letter, your invoice #47420 arrived in unsatisfactory condition. Please be advised that it is our policy to make adjustments as per the Terms and Conditions“make an exception on your order receiptfurnish us detailed written information as to any damage.” you must comply with our terms and see that the necessary documents reach the undersigned by the close of the business day on the 20th of the month.,
