Ohio University College of Business Communication Standards

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Informative/Positive Communication Definition: The anticipated response of the reader is positive; the sales task is minimal. Examples: Requests for information and/or action Routine claim requests Routine responses When the Direct Pattern applies: Frontload the opening. Explain needed detail in the body. Consider logical sequence. Group like ideas. Consider graphic display. Remember to include reader benefits. Provide a forward-looking, courteous closing. Use end date if appropriate. 2-10
Bad News or Negative Communication The content of the bad news or negative message will not be what the reader wants to hear. The challenge is to clearly communicate the bad news while maintaining a goodwill relationship between the writer and the reader. When the INDIRECT pattern applies: • Use a relevant, short buffer Use a Natural transition to paragraph two Be careful – don’t appear to be saying “yes” • Explain reasons Present in terms of reader benefits Avoid hiding behind company policy • Don’t apologize – explain Avoid placing blame in the midst of explanation • Refuse Use positive language Use subjective mood and passive voice Imply refusal by referring to what can be done Avoid putting refusal in its own paragraph • If applicable, deflect by offering alternative solution Compromise Offer substitution • Close with a forward-looking thought Don’t refer to the negative Point to a different, yet related, reader benefit 2-11
Page 1 and 2: Ohio University College of Business
Page 3 and 4: Section 1: Business Writing Skills
Page 5 and 6: With permission: International Pape
Page 7 and 8: • Distinguish opinions from facts
Page 9 and 10: Be polite: Politeness means being c
Page 11 and 12: short, and to the point. Most impor
Page 13 and 14: Concise Verbs vs. Nominalized Verbs
Page 15 and 16: Transition Words And Consequently T
Page 17 and 18: Section 2: Business Letters and Mem
Page 19 and 20: Basic Page Formatting in MS Word Ap
Page 21 and 22: Creating Headers and Footers Header
Page 23 and 24: Guidelines for Formatting Memos To:
Page 25: Plain Paper Memo MEMORANDUM (Option
Page 29 and 30: Reduce Resistance 1. Do not ignore
Page 31 and 32: Table of Contents Section 3: Report
Page 33 and 34: Business Report Segments Formal Inf
Page 35 and 36: Report Outlines Informational Analy
Page 37 and 38: Reports in the Impersonal Style The
Page 39 and 40: Qualities of Well-Written Reports 1
Page 41 and 42: Sample Letter of Transmittal Green
Page 43 and 44: The Executive Summary Executive Sum
Page 45 and 46: Executive Summary (Sample with Head
Page 47 and 48: Line 7 1” Formatting Guidelines 1
Page 49 and 50: Create a Table of Contents The easi
Page 51 and 52: Hardware Examples of Lead-Ins, Summ
Page 53 and 54: Appendices Ancillary Pages • Iden
Page 55 and 56: Pagination (College of Business Sta
Page 57 and 58: Section 4: Presentations 4-1
Page 59 and 60: Effective Presentations Delivering
Page 61 and 62: Getting Organized: Factors to consi
Page 63 and 64: audience will not care about your p
Page 65 and 66: PowerPoint Tips A well-executed Pow
Page 67 and 68: • Text movement should be motivat
Page 69 and 70: Overcoming Fear of Speaking before
Page 71 and 72: Table of Contents Section 5: Employ
Page 73 and 74: Statements Action Statements, Descr
Page 75 and 76: Address (home or campus) City, Stat
Page 77 and 78:
Sample: Enhanced Resume Lucinda Cre
Page 79 and 80:
(Line One) (Line Two) (Line One) (L
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Ohio University College of Business Communication Standards

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