Page 1
Business and Administrative Communication
Chapters 7 -15
MGM 2101/3111Distance Learning Program
Faculty of Economics and ManagementUniversiti Putra Malaysia
Page 2
Unit 7 Direct Approach Messages
Begin with your request Provide information or details of the
request Close with a positive note
e.g. refund
Page 3
Unit 8 Negative Messages
2 approaches :
(a) Indirect
Buffer (pemampan) Reason Negative news Close
Page 4
Buffer
Appreciation Agreement Facts
Page 5
Unit 8 continued
(b) Direct
Something overlooked Company policy Receiver’s request Requires firmness e.g. final reminder on loan
Page 6
Unit 9 Persuasive message
Purpose:
Adoption (mengguna-pakai) Continuance (meneruskan) Discontinuance (tidak meneruskan) Deterrence (mencegah)
Page 7
Unit 9 continued
Techniques:
Reasoning Using credibility Through emotions
Page 8
Unit 10 Documents
Document materials – paper, envelope
Document format
Page 9
Unit 10 continued
LETTER format:
Block Modified block AMS simplified
Page 10
Unit 10 continued
Letterhead Date Receiver’s address Salutation Subject line Signature Typed name
Page 11
Unit 10 continued
MEMO
Date To From Subject line
Page 12
Unit 11 Reports
(i) Parts of a report:
Preliminary Body Conclusion
Page 13
Unit 11 continued
Writing a report:
Convincing Effective Coherence
Page 14
Unit 12 Visual Aids
Function Purpose of use Types of graphics in visual aids:- Data in text- Data in chart : graphs, table
Page 15
Unit 12 continued
Other visuals
- maps
- pictures
Page 16
Unit 12 continued
Effective visuals:
Simple content and design Consistent Color Border
Page 17
Unit 13 Oral Presentation
Preparation Practice Delivery
Page 18
Unit 13 continued
Preparation:
Know your purpose Analyze your audience Organize your materials
Page 19
Unit 13 continued
Practice:
Confidence Frequency Feedback Fillers
Page 20
Unit 13 continued
Delivery
Before During After
Page 21
Unit 15 Job Application
Preparation – know yourself, job market,
recruitment process Resume - content, types Application letter – solicited, unsolicited