Group 6 Report: Mastering Business Communication Techniques | Môn Business Communication - Trường Đại học Quốc tế, Đại học Quốc gia Thành phố Hồ Chí Minh

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THE INTERNATIONAL UNIVERSITY VNU-HCM SCHOOL OF BUSINESS BUSINESS COMMUNICATION
Semester 1 (2024 – 2025) Teacher: Mrs. Minh GROUP REPORT
Group Name: 6 Villains Group Members Student Name Student ID 1. Vũ Ngọc Liên Anh BABAIU22596
2. Nguyễn Hưng Phú ( leader) BABAWE22338
3. Nguyễn Thị Quỳnh Trang BABAWE22371 4. Phùng Văn Phú BABAWE21765 5. Phan Thị Ngọc Trinh BABAIU22422 6. Nguyễn Ngọc Ngân BABAIU22588 Phone Number: 0944948703
Email: Hungphunguyen08@gmail.com
Ho Chi Minh City, October 2024 lOMoAR cPSD| 59078336 lOMoAR cPSD| 59078336
CHAPTER 2: PLANNING BUSINESS MESSAGES
A) The Communication Process 1.Sender has idea 2.Sender encodes idea
3. Sender selects channel and transmits message 4. Receiver decodes message 5. Feedback returns to sender
B) Defining Your Business Writing Goals
• Purposeful - Economical - Audience-oriented
C) Introducing the 3-x-3 Writing Process 1.
Prewriting : The task involves analyzing the audience's purpose, anticipating their
reaction to the message, and adapting the message accordingly. 2.
Drafting : The task involves researching the background, collecting information,
organizing it, and drafting the first version. 3.
Revising: The process involves editing for clarity, proofreading, and assessing the
message's effectiveness in achieving its intended goals.
D) Pacing the Writing Process: - Revising : 50%
- Prewriting, Drafting : 25%
E) Anticipating and Profiling the Audience -
Primary Audience: The text suggests considering the reader's primary reader, personal
and professional relationships, organization position, topic knowledge, education, beliefs,
culture, and attitudes to determine the potential reaction. -
Secondary Audience : The primary audience is a group of people who are more
knowledgeable and can provide more background information, while secondary audiences are
more likely to be more discerning.
Remember that receivers will be thinking… WIIFM ( What’s in it for me?) lOMoAR cPSD| 59078336
F) Factors Affecting Channel Choice
-Important considerations include the importance of the message, the timeliness of response, the
requirement for a permanent record, the cost, formality, confidentiality, sensitivity, the recipient's
desire, and technological know-how.
G) Expert Writing Techniques 1)
Spotlight audience benefits: The warranty is not effective only once an owner's
registration is received, but it begins working for you upon returning the registration. 2)
Develop the “you” view: Our safety policy prohibits renting power equipment to those
who cannot demonstrate proficiency in its use, but allows renting only if proficiency is demonstrated. 3)
Be conversational but professional: The sender expresses admiration for the well-
written report, requests that all completed performance reviews be returned to the writer by June 15.
H) Developing Reader Benefits and the “You” View:
-Sender focus : The company policy mandates that all staff members must complete these forms
in accordance with the company's guidelines.
-Receiver focus: The request is for you to fill out these forms to be eligible for health and dental benefits.
-“I” and “We” View : We are pleased to announce our agreement with HP, allowing us to
provide discounted printers in our student store.
-“You” View: The agreement with HP allows students to purchase discounted printers at their student store.
I) Expert Writing Techniques
-Be courteous : The text is a direct request for the user to sign and return the form immediately.
-Employ bias-free language: A skilled assistant proofreads and corrects any errors made by her
boss, not just ensuring the accuracy of her boss's documents.
-Prefer plain language and familiar words : The text suggests voting in the affirmative to
expedite agreement ratification, while voting yes to speed up approval.
-Use precise, vigorous words: The message is not asking for a specific department to contact,
but rather to email our sales rep in Marketing.
J) Negative Expressions and Their Hidden Messages: lOMoAR cPSD| 59078336 Negative Expression Hidden Message You overlooked You are careless. You state that But I don’t believe you. You failed to What were you thinking? You claim that It’s probably untrue. You are wrong I am right. You do not understand You are not very bright. Your delay You are at fault. You forgot to
Besides being inefficient, you are stupid and careless. lOMoAR cPSD| 59078336
Chapter 5: Short Workplace Messages and Digital Media
Good morning/afternoon everyone! Today, we'l be exploring the essential topic of "Short
Workplace Messages and Digital Media". In our increasingly digital world, mastering
concise and effective communication in professional settings, along with understanding
various digital media platforms, is crucial.
Part 1: Blogging for Business
● Why Use Blogs for Business?
○ Reach a large, targeted audience quickly.
○ Build and strengthen brand identity and awareness.
○ Interact directly with customers, gather valuable feedback.
○ Build an online community and encourage engagement.
○ Provide valuable information, answer common questions.
○ Improve search engine rankings and attract organic traffic.
● Creating a Professional Business Blog:
○ Clearly identify your target audience.
○ Choose relevant topics and create high-quality, engaging content.
○ Design a visual y appealing and user-friendly blog layout.
○ Promote your blog across various social media platforms. ○
Maintain a consistent posting schedule and keep content fresh.
Part 2: Social Networking for Business
Social media platforms offer powerful tools for businesses to connect with their audiences,
but they also present potential risks if not used appropriately:
● Risks of Using Social Media:
○ Decreased employee productivity.
○ Leaking confidential business information.
○ Damage to the company's reputation.
○ Facing backlash from inappropriate employee posts.
● Guidelines for Safe and Effective Social Networking:
○ Establish clear boundaries between personal and professional social media use.
○ Be mindful of your privacy settings. lOMoAR cPSD| 59078336
○ Carefully consider friend requests from colleagues.
○ Expect the unexpected and be prepared for potential consequences.
● Dos and Don'ts of Social Networking for Business:
○ Understand your company's social media policy.
○ Don't disclose sensitive information.
○ Avoid harassment and discriminatory language.
○ Be mindful of the content, images, and videos you share.
○ Never post anything that could damage your reputation or your organization's.
Part 3: Workplace Messaging and Texting
Instant messaging and emails have become ubiquitous forms of communication in today's workplace. ● Benefits: ○ Saves time and cost.
○ Fast and efficient information exchange. ● Risks:
○ Misunderstandings and misinterpretations.
○ Difficulty controlling information flow.
● Best Practices for Workplace Messaging & Texting:
○ Adhere to your company's communication policies.
○ Refrain from discussing sensitive information.
○ Craft professional and easily understandable emails. ○
Proofread carefully before hitting send.
Part 4: Making Podcasts and Wikis
Podcasts and Wikis offer valuable tools for businesses to create and share content efficiently.
● Benefits of Podcasts and Wikis:
○ Easy and cost-effective content production and distribution.
○ Reach a wide and diverse audience.
○ Share information in engaging and accessible formats.
● How to Utilize Podcasts and Wikis Effectively:
○ Develop a clear content plan and strategy.
○ Use appropriate technology and tools.
○ Promote your podcasts and wikis across multiple channels. lOMoAR cPSD| 59078336
Part 5: Electronic and Paper-Based Messages
While electronic messages dominate today's workplace, traditional letters stil hold their own in specific situations.
● Electronic Messages (Emails):
○ Best suited for formal communication, requests for information, and confirmations.
● Paper-Based Messages:
○ Ideal for invitations, thank you notes, cover letters, and other formal documents. Conclusion:
Effectively leveraging digital communication tools and mastering concise messaging are
critical skil s for success in the modern workplace. By applying the knowledge and
strategies shared today, you can navigate professional communication with confidence and achieve impactful results. lOMoAR cPSD| 59078336 lOMoAR cPSD| 59078336 lOMoAR cPSD| 59078336 lOMoAR cPSD| 59078336 lOMoAR cPSD| 59078336
CHAP 6: POSITIVE MESSAGES • Express questions in numbered or bulleted form.
• Use open-ended questions (What steps are necessary…) instead of yes-or-no
1. What are the routine messages? questions (Can the project begin on time?). -
Definition (mindmap) • Suggest reader benefits, if possible. -
Channels Used for Positive Messages (mindmap) 3. Closing -
Functions of Business Letters (mindmap) • State specifically, but courteously, what action is to be taken. -
Understanding Business Letters: • Set an end date, if necessary. Provide a logical reason for the end date.
+ Letters remain essential for certain external communications, such as with suppliers, • Make it easy for the receiver to respond. government agencies,
other businesses, and customers.
+ Businesses continue to prioritize letters to customers because they promote -
Writing Plan for E-Mail, Memo, and Letter Replies feedback, foster a positive
image, support future business, and reflect formality. 1. Subject Line
+ Whether you send a business letter will depend on the situation and the preference • Summarize the main information from your reply. (A subject line is optional in of your
organization. Business letters are necessary when the situation: letters.)
● Providing a Permanent Record: Many business transactions require a • Use abbreviated style omitting articles (a, an, the).
permanent record. Business letters deliver contracts, explain terms, 2. Opening exchange ideas, negotiate agreements, answer vendor questions, and • Start
directly by responding to the request with a summary statement. maintain customer relations. • When announcing good news, do so promptly.
● Safeguarding Confidentiality: Business letters are confidential. They are 3. Body less likely than electronic media to be intercepted, misdirected, forwarded, • Explain
the subject logically. retrieved, or otherwise inspected by unintended recipients. • Use lists, tables, headings, boldface, italics, or other graphic devices to improve ●
Conveying Formality and Sensitivity: Business letters presented on readability. • Promote your products and your organization to customers.
company stationery communicate formality and importance not possible 4. Closing
with e-mail. • Offer a concluding thought, perhaps referring to the information or action
● Delivering Persuasive, Well-Considered Messages: Letters allow for requested. well-considered communication, persuading recipients to take action, • Avoid cliché
endings (If you have any other questions, don’t hesitate to call). adopt beliefs, or engage with new products. They remain a strong tool in • Be cordial. marketing and customer engagement.
2. Typical Request, Response, and Instruction Messages -
Responding to Customers Online
• Vocal individuals can start a firestorm of criticism or become powerful brand A. ENQUIRY MESSAGE
ambassadors championing certain products they love.
- Writing Plan for Direct Requests
• Companies must adopt strategies that help them decide when and in what ways to 1. Opening respond.
• Ask the most important question first or express a polite command (Please answer
• Decision trees and diagrams guide employees in responding to online posts the following questions). • Be positive.
• Avoid long explanations preceding the main idea. • Be transparent.
• Be efficient and prompt – avoid being too emotional or wordy. • Be honest. 2. Body • Be timely.
• Explain the request logically and courteously. • Be helpful. 1
• Include an end date and action request, if appropriate. B. INSTRUCTION MESSAGE -
Writing Plan for Instruction Messages B. Guidelines for Writing Online Reviews and Complaints (mindmap) 1. Opening:
+ Adopting Best Practices for Replying to Online Posts 4. ●
Expand the subject line by stating the main idea concisely in a full 3. Claims & Complaints - sentence.
A. Writing Plan for a Direct Claim 1. Opening - ●
Explain why the instruction is necessary + give an introduction to the next
• Describe clearly the desired action. 4. A. section
• State the remedy briefly when it is obvious (Please credit my Visa 1. account). 2. Body:
• Explain your goal when the remedy is not obvious (Please explain
● Present the instructions in orderly steps. your policy . .
● Arrange the items vertically with numbers. .).
● Begin each step with an action verb using the imperative 2. 2. Body
mood (Unlock the door, open the file). 3. Closing: • Explain your claim.
• Request a specific action, summarize the message, or present a closing thought. • Tell why it is justified. 3.
• Include a deadline and a reason, if appropriate.
• Provide details describing the desired action. 5.
(If you prepare a list of instructions that is not part of a message, include a title, such as
How to Conduct a Performance Review. Add an opening paragraph explaining why the 3. Closing
instructions are needed.) - Reacting to Customer Comments Online:
• End pleasantly with a goodwill statement. + Embracing Customer Comments Adjustment Messages Definition (mindmap) Goals (mindmap)
• Avoid making unrealistic promises; you can’t guarantee that the situation will
Writing Plan for Adjustment Messages Subject Line (optional) never recur.
• Identify the previous correspondence and refer to the main topic. Closing Opening
• Express appreciation that the customer wrote.
• Grant the request or announce the adjustment immediately.
• End positively with a forward-looking thought perhaps suggesting future business
• Avoid sounding grudging or reluctant. relations.
• Include a sales promotion, if appropriate. Body
• Avoid referring to unpleasantness
• Provide details about how you are complying with the request.
• Try to regain the customer’s confidence.
• Explain how diligently your organization works to avoid disappointing customers.
The Five Ss of Goodwill Messages (mindmap)
• Apologize, if appropriate, but don’t admit negligence.
• Don’t use negative words (trouble, regret, misunderstanding, fault, error).
• Avoid blaming customers–even when they may be at fault.
• Don’t blame individuals or departments within your organization. 2 lOMoAR cPSD| 59078336