Characteristics of management

1.

Lecture 2

2.

3.

4.

Banking Services - Services provided by banks, like saving money, giving loans, or helping with payments - Банковские услуги
Electronic Goods - Devices that run on electricity, like phones, TVs, or computers.
Create - To make something new that didn’t exist before - Создавать
Manufacture - To make large amounts of a product in a factory - Производить
Market - To promote and advertise a product to get people to buy it - Рекламировать/продвигать
Offer -To present something for someone to take or buy - Предлагать
Produce - To make or grow something, especially in large amounts - Производить
Provide - To give something to someone that they need or want Предоставлять
Target - To focus on a specific group, person, or goal.

5.

Use the words Banking Services, Electronic Goods, Create, Manufacture, Market, Offer, Produce, and Provide to complete the sentences
below.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Many factories in this region __________ millions of units of smartphones every year.
Banks __________ various financial solutions, such as savings accounts and personal loans.
The company plans to __________ a new advertising campaign to promote its latest product.
Samsung is known worldwide for its __________, such as TVs, refrigerators, and smartphones.
To attract customers, businesses often __________ discounts during the holiday season.
Apple was able to __________ a revolutionary product with the invention of the iPhone.
Local farmers __________ fresh vegetables and fruits to supply nearby supermarkets.
Companies that __________ high-quality products often gain loyal customers.
Effective strategies are needed to __________ products and reach the target audience.
He decided to start a business that would __________ innovative solutions for renewable energy.

6.

7.

8.

9.

10.

https://e-lib.turanedu.kz/book/25997/read

11.

12.

13.

https://www.google.com/search?q=intelligent+business+pre+inter+liste
niong&sca_esv=a85c4f7d998f0538&rlz=1C5CHFA_enKZ988KZ988&e
i=tm-WZ6S9DrWPwPAPfD9sAY&ved=0ahUKEwik8NnQ85OLAxW1BxAIHXl4H2YQ4dUDCBA
&uact=5&oq=intelligent+business+pre+inter+listeniong&gs_lp=Egxnd3
Mtd2l6LXNlcnAiKWludGVsbGlnZW50IGJ1c2luZXNzIHByZSBpbnRlci
BsaXN0ZW5pb25nMggQABiABBiiBEihIFDWBFi6HXABeACQAQCYA
YQCoAGZIaoBBjAuMi4xN7gBA8gBAPgBAZgCBaACkQfCAgoQABiA
BBiwAxgNwgIJEAAYsAMYDRgewgILEAAYsAMYBRgNGB7CAgsQA
BiwAxgIGA0YHsICDRAAGLADGAgYChgNGB7CAgYQABgNGB7CAg
gQABgIGA0YHsICChAAGAgYChgNGB7CAgsQABiABBiGAxiKBZgD
AOIDBRIBMSBAiAYBkAYJkgcFMS4wLjSgB8Nm&sclient=gws-wizserp#fpstate=ive&vld=cid:d98bb467,vid:EtX1oY0IRo0,st:0

14.

15.

16.

17.

18.

19.

20.

https://e-lib.turanedu.kz/book/26129/read

21.

Business
Communication
Planning Business Messages

22.

Planning Business Messages
Designing business messages is a 3 step
process.
Planning
Writing
Completing

23.

Planning Business Messages
Analyze the
situation
Gather
information
Select the
right medium
Organize the
information
Define your
purpose and
develop an
audience
profile
Determine
audience
needs /
desires and
obtain the
information
necessary to
meet those
needs
Select the
best medium
for delivering
your
message
Define your
main idea,
limit your
scope, select
a direct or
indirect
approach
and outline
your content

24.

25.

26.

27.

Business
Communication
Writing Business Messages

28.

Writing Business Messages
■ Writing is the second stage of designing
business messages. Today we will look at:
Adapting to your audience
Composing the message

29.

Adapting to your Audience
■ To adapt to our audience we must:
■ Be sensitive to the audience’s needs
■ Build strong relationships with the audience
■ Control style and tone

30.

Be Sensitive to your Audience
Needs
If the message is neutral or positive…
1. Using the ‘You’ attitude
√ You, Yours
■ AVOID referring to yourself
X me, mine, I, ours, us
■ FOCUS on the audience
Your audience will respond better if you
focus on their needs, wishes and priorities

31.

Be Sensitive to you Audience
Needs
Instead of this
To help us process this order
we must ask for another copy
of the request
We are pleased to announce
our new flight schedule from
Almaty to Astana
We offer MP3 players with
50, 75 or 100 gigabytes of
storage capacity
Say this
So that your order can be
filled promptly, please send
another copy of the request
Now you can take a flight
from Almaty to Astana
Select your MP3 player with
your choice of 50, 75 or 100
gigabyte capacity

32.

Be Sensitive to you Audience
Needs
If the message is neutral or positive, use YOU. But if the message is
negative do not use YOU…otherwise it sounds authoritive and blaming…
Instead of this
Say this
You failed to deliver the
customer’s order on time
The customer did not receive
their order on time
You must correct all five
copies by 11am
All five copies must be
corrected by 11am
You don’t serve the
customers in a polite manner
Customers need to be served
politely by service staff

33.

Be Sensitive to you Audience
Needs
You try…
Instead of this
Say this
You forgot to deliver the
package to Turan
?
Your business has failed to
live up to its promises
?

34.

Be Sensitive to your Audience
Needs
2. Maintaining standards of business etiquette
■ AVOID blaming or accusing people
■ FOCUS on the issue not the person
If you accuse or blame people they can become
angry and defensive…they will not focus on your
message but on your attitude.

35.

Be Sensitive to you Audience
Needs
Instead of this
Once again you have
managed to bring down the
entire website through your
incompetent programming
You’ve been sitting on our
order for 2 weeks and we
need it now!
Say this
The website has crashed so
we need to review how we
program and how to avoid
mistakes
Our production schedules depend
on timely delivery of parts and
supplies, but we have not yet
received the order you promised to
deliver 2 weeks ago. Kindly respond
today with a fixed delivery date.

36.

Be Sensitive to you Audience
Needs
You try…
Instead of this
Say this
Your work is not good
enough…it is full of mistakes!
?
As always, everything I buy
from your company does not
work properly!
?

37.

Be Sensitive to your Audience
Needs
3. Emphasizing the positives
■ AVOID being negative in your tone
■ FOCUS on giving bad news positively
Look for the benefit in bad news and emphasize
that, but make sure your message is not lost

38.

Be Sensitive to you Audience
Needs
Looking for positives when the news is bad…
Instead of this
Say this
It is impossible to repair your
laptop today
I can have this fixed and with
you by Tuesday. Would you
like a loaner until then?
We apologize for
inconvenience caused by the
road works
These temporary road works
will deliver a safer, less
congested city to everyone

39.

Be Sensitive to you Audience
Needs
Looking for positives when the news is bad…
Instead of this
Say this
The store is closed Sunday
for new stock arrivals
?
We do not sell Hewlett
Packard printers
?

40.

Be Sensitive to you Audience
Needs
Avoiding threats and penalties when convincing people
Instead of this
Failure to pay your late bill
will result in us taking legal
action against you
immediately
Registrations received after
Tuesday will incur a late fee
of $50
Say this
Please settle this overdue
account to avoid any
unnecessary further action
Beat the higher registration
fee and book by Tuesday.
You can save $50

41.

Be Sensitive to you Audience
Needs
Avoiding threats and penalties when convincing people
Instead of this
Say this
From January 1st all bags
weighing over 30kg will incur
an on-the-spot penalty of $25
?
Any householder who cuts
down trees on their property
without government approval
will be prosecuted under the
law
?

42.

Build Strong Relationships with
your Audience
■ Do not use biased language
■ Be credible

43.

Build Strong Relationships with
your Audience
1. Biased language
■ Racial/ethnic bias (African man, Slavic person)
■ Age bias (older woman, 58 year old man)
■ Disability bias (epileptic woman, disabled
people)
Use neutral terms or, with disability, put the
person before the disability

44.

Build Strong Relationships with
your Audience
1. Be credible
■ Honesty, integrity, audience needs, 3rd party
endorsements, deliver results, sincerity
■ Show that you believe in yourself and your
message / product / service. Avoid using words
like “I hope”; “I guess”; “I trust”; “I expect”;
“probably”; “most likely”…they weaken the
audience’s confidence in you….

45.

Build Strong Relationships with
your Audience
Be credible
Instead of this
Say this
We hope this
recommendation will prove
helpful
We are glad to make this
recommendation
If you would like to order,
please visit our website
To place your order, visit our
website
We trust that you will want to
extend your service contract
By extending your contract
you enjoy premium coverage
for the next 12 months

46.

Build Strong Relationships with
your Audience
Be credible
Instead of this
Say this
We hope you choose to stay
at Dostyk Hotel next time you
visit Almaty
?
We believe you will get many
years satisfaction from your
new car
If it is OK with you, we will put
your order in the post
?
?

47.

Controlling Style and Tone
■ Style is the words that we use and the way we
express ourselves…how we form sentences and
paragraphs
■ Tone is the overall impression we create: angry,
humorous, serious, friendly. In business we may
create messages that are conversational, formal
or informal depending on topic, situation and
audience

48.

Controlling Style and Tone
Basic rules for written messages:
■ Avoid obsolete or pompous language (no longer
in use, especially, out of use for at least the past
century. Compare archaic)
■ Be careful with intimacy
■ Be careful with humour

49.

Controlling Style and Tone
On the following 3 slides you will see the same
short letter written in three different styles:
Formal
Conversational
Informal
Write down some differences you notice between
the three letters

50.

Controlling Style and Tone
Example: Formal style
Dear Ms. Navarro
Enclosed please find the information that was requested during our telephone
communication of May 14. As was mentioned at that time, Midville Hospital has
significantly more doctors of exceptional quality than any other health facility in
the state.
As you were also informed, our organization has quite an impressive network
of doctors and other health care professionals with offices located throughout
the state. In the event that you should need a specialist, our professionals will
be able to make an appropriate recommendation.
In the event that you have questions or would like additional information, you
may certainly contact me during regular business hours.
Most Sincerely Yours
Mr. S. Berenez

51.

Controlling Style and Tone
Example: Conversational style
Dear Ms. Navarro
Here is the information you requested during our phone conversation on Friday. As
I mentioned, Midville Hospital has the best doctors and more of them than any
other hospital in the state.
In addition, we have a vast network of doctors and other health professionals with
offices throughout the state. If you need a specialist, we can refer you to the right
one.
If you would like more information, please call me between 9:00 and 5:00, Monday
through Friday
Sincerely

52.

Controlling Style and Tone
Example: Informal style
Hi Gabriella
Hope all is well. Just sending along the information you asked for. As I said on
Friday, Midville Hospital has more and better doctors than any other hospital in the
state.
We also have a large group of doctors and other health professionals with offices
close to you at work or home. Need a specialist? We’ll refer you to the right one.
Just give me a ring if you want to know more; I’m in the office from 9 until 5
Monday through Friday.
Take care
Sam

53.

Practice
Re-write this email in conversational tone and to be sensitive
to the audience’s needs
To: Cabin_Crew@funair.com.nz
RE: Abuse of travel luggage privileges
Management has become aware of serious breaches of the cabin crew
luggage code. You all know that travel luggage is strictly limited to 1 item
of 12kg or LESS. Crew has been abusing this privilege for a long time and
it must stop. You cannot take two or three bags on the plane. You must
not exceed the weight limit. Failure to comply from 1st October with the set
code will result in fines. If you do not know the code it is your responsibility
to make yourself familiar with it.
Mr. Eugene Q Bender, MBA
Executive Vice President Cabin Crew Management

54.

Practice – example answer
To: Cabin_Crew@funair.com.nz
RE: travel luggage rules
Dear Colleagues
I hope my email finds you well
This is to remind you that that travel luggage is limited to 1 item of 12kg or less.
From the1st October penalties will apply for excess luggage. I attach the “Cabin
Crew Luggage Code” document to this email. Please be sure to review it.
Thank you for you attention and cooperation.

55.

Business
Communication
Completing Business Messages

56.

Completing Business Messages
Revise the message
Evaluate the content, review readability then
edit and re-write for clarity
Produce the message
Use effective design elements and suitable
layout for a clean, professional experience
Proofread the message
Review for errors in layout, spelling and
mechanics
Distribute the message
Deliver the message using the chosen
medium, make sure all documents are
distributed successfully

57.

Evaluate Your Content
Is the information accurate?
■ Is the information relevant to your audience?
■ Is there enough information to satisfy the reader?
■ Are points covered in a logical order?
■ Do the most important ideas receive the most space?
■ Is there any unnecessary repetition?
■ Is the style and tone suitable to the audience and
situation?
■

58.

Example: You be the editor
Let us look at an example of a letter and how it
has been improved.
First underline/circle or cross out all the words or
phrases that need replacing or cutting. You
should find at least 10 things wrong with the
letter.

59.

Dear Sir
Example 1
I am writing to complain about the late arrival of our Christmas stock which we need to
sell to our customers. Your company promised to send this stock to us to use in our
Christmas window display but it arrived many days later and we could not use it for this
purpose. We have been a customer of your company for years now but why should we
stay with you? Why not take our business elsewhere? In the past five years we have
spent over a million dollars buying your games and toys so we expect much better
service and faster service. In future you should make sure that we get our order when it
is promised so that our business and customers are not made to suffer! We will
EXPECT this in future
Yours in hope of improvement
Ms. Berenice Barnacle