RCM 300 Final

May be written to an employee, colleague or client. Should be warm in tone and to the point.

• Specific
• Positive
• Sincere
• Appropriately Brief

• 1) Acknowledge the wrong done to the injured party
• 2) Recognize the legitimacy if feelings hurt, anger, frustration, disappointing, or betrayal.
• 3) Take responsibility for any damage inflicted to the individual or the relationship.
• 4) Never blame the recipient
• 5) Sincerely apologize on a personal level
• 6) Offer a gesture of support and compensation if possible.

• Five steps
• 1) Identify the purpose
• 2) Outline the relevant qualifications
• 3) Emphasize your strengths
• 4) Refer the reader to your resume
• 5) Request an interview

speaker, message audiance

• The speakers credibility
• 1) Good Will
• 2) Good Judgment
• 3) Good Character

Exhibit respect and concern for the audience, recognizes the the feelings and concerns of others

The speaker must provide reasonable and logically sound arguments, must demonstrate a thorough knowledge of the issues being discussed.

• 1) Communication is not simply an exchange of information but an interaction between people
• 2) All communication involves an element of relation as well a content
• 3) Communication takes place within a context of 'persons, objects, events, and relationships'.
• 4) Communication is the principle way which we establish ourselves and maintain credibility.
• 5) Communication is the main means through which we can exert influence
• 6) All communication involves an element of interpersonal risk.
• 7) Communication is frequently ambiguous: what is unsaid can be as important as what is said
• 8) Communication is pervasive: you cannot not communicate.

Communication intended to produce action or change in the world.

An audience that is able to be influenced to take an action by rhetoric.

• Shape your message to accommodate the readers.
• 1) Needs
• 2) Interests
• 3) Priorities
• 4) Expectations
• 5) Background Knowledge
• 6) Concerns
• 7) Professional Relationship to you

Cushion bad news with positive comments.

• 1) I will take responsibility for my words and my actions
• 2) I will take care not to misrepresent myself or my message
• 3) I will avoid unnecessary hurt to others by my words or my tone

• Completeness: Make sure that no important details have been overlooked
• Conciseness: Be concise without being blunt
• Clarity: Be clear
• Coherence:
• 1) Sensible organization
• 2) effective use of standard forms
• 3) adherence to the known-new contract
• 4) explicit linking strategies that help the reader to follow your reasoning
• Correctness: No errors in spelling or grammar/usage
• Courtesy: Be nice, avoid sarcasm
• Credibility: Ethos

• A stance which depends on discovering and maintaining in any writing situation the proper balance among the three elements that are at work in any communicative effort:
• 1) The available arguments about the subject
• 2) The interests and peculiarities of the audience
• 3) The implied character of the speaker

Consists of ignoring or underplaying the personal relationship of the speaker and audiance

Comes from under evaluating the subject and overvaulting pure effect

• Two Types
• 1) Solicited
• 2) Unsolicited

The willingness to sacrifice substance to personality and charm

Where we choose between right and wrong

• 1) Engage
• 2) Motivate
• 3) Enable

• Your Address
• one space
• Date
• two spaces
• Name and address of recipient
• two spaces
• Dear
• one space
• Re:
• one space
• Letter
• one space
• Sincerely
• two spaces
• Name

• Summary
• Introduction
• Discussion
• Conclusions
• Recommendations
• Appendices

• Memo or letter opening
• Statement of Recommendations contained in RE line
• Brief summary statement
• Introduction
• Discussion
• Conclusion
• Recommendations
• Appendices

• Report Title
• Summary
• Introduction
• Discussion
• Conclusion
• Recommendations
• References
• Appendices

• Cover
• Letter of Transmittal
• Cover Page
• Summary
• Table of contents
• Lists of tables and figures
• Acknowledgements
• Introduction
• Discussion
• Conclusion
• Recommendations
• References
• Appendices

• Impromptu
• Manuscript
• Memorized
• Extemporaneous

• 1) Survey: Preview your Purpose and main Points
• 2) Signpost: Link each point to the purpose and to each other with a clear transition statement aw you move from point to point
• 3) Summary: Restate your Purpose and summarize the main points

• Maintain reasonable volume
• Speak Clearly
• Pace yourself
• Avoid fillers or speech tags
• Watch your pitch
• Maintain a pleasant voice tone
• Avoid grammatical errors, profanity, slang, or jargon

• Dress Appropriately
• Stay Calm
• Maintain eye contact
• Employ appropriate facial expressions
• Create energy with appropriate facial expressions and gestures
• Support your talk with visual aids

• Functional
• Chronological
• Analytical or targeted

• Personal Information
• Career objectives
• Education
• Employment
• Skills
• References

• Dress appropriately
• Be punctual
• Go alone
• Shake hands when offered
• Do not chew gum or smoke
• Make eye contact
• Speak clearly and use correct grammar
• Watch your body language

• Avoid bragging or overstating your abilities
• Avoid one word responses
• Show some interest and direction
• Don't appear obsessed with money, benefits or vacations
• Emphasize what you can offer, not what you can gain
• Be courteous at all times

• Name of company and clients
• Is it local national or international
• What is the companies mission statement
• How extensive is the client base
• How long has the company been in operation
• What is their organization style