Course Outline of Record

Item	Value
Curriculum Committee Approval Date	03/23/2022
Top Code	050100 - Business and Commerce, General
Units	3 Total Units
Hours	54 Total Hours (Lecture Hours 54)
Total Outside of Class Hours	0
Course Credit Status	Credit: Degree Applicable (D)
Material Fee	No
Basic Skills	Not Basic Skills (N)
Repeatable	No
Open Entry/Open Exit	No
Grading Policy	Standard Letter (S)
Associate Arts Local General Education (GE)	Area 1B Communication and Analytical Thinking (OA2)
Associate Science Local General Education (GE)	Area 1B Communication and Analytical Thinking (OAS2)

Course Description

Designed to develop writing skills necessary for effective business communications. Emphasizes skill in applying, planning, writing, and verbalizing business communication techniques. Students will need a fundamental knowledge of English and the mechanics of writing. PREREQUISITE: ENGL C1000 or ESL A100. Transfer Credit: CSU. C-ID: BUS 115.C-ID: BUS 115.

Course Level Student Learning Outcome(s)

1. Gather, organize, evaluate, and select content and media delivery options for a business message.
2. Demonstrate proficiency in planning, writing, and completing a professional business message.

Course Objectives

• 1. Write a variety of business messages, including persuasive messages, routine messages of goodwill, collection messages, claim letters, and non-routine messages conveying negative news.
• 2. Apply the three-step writing process to various types of business messages.
• 3. Evaluate and choose appropriate media channel to deliver professional messages.
• 4. Apply critical thinking and analytical skills to business messages and reports.
• 5. Integrate collected data into business reports, memorandums, letters, documents, and resumes
• 6. Organize data necessary to present an effective formal oral presentation
• 7. Communicate and interact in a team to produce a collaborative investigative and informational or analytical repor
• 8. Organize, select, and incorporate data gathered from relevant sources: standard references, articles from reputable business periodicals and professional journals, case studies, statistics, surveys, interviews, or on-line or CD-ROM databases and include in professional communications.

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Lecture Content

The Communication Process The Information Age and the role of communication Recognizing barriers to interpersonal communication The three functions of business communication to inform to persuade promote goodwill Contrast oral and written communication Distinguish between formal and informal channels of communication Recognizing and overcoming the barriers in organizational communication Listening and Intercultural Communications Explain and identify elements of good listening Specify and apply specific techniques to improve listening skills Recognizing the significance of nonverbal communication skills Exercise specific ways to improve nonverbal communication skills Clarify pivotal American cultural values Identify key attitudes that enhance intercultural communication Employ specific procedures for adapting messages to intercultural audiencesThe Process of Writing Business Messages Three Phases analyze the message anticipate the audience adapt message to audience Use various techniques to adapt message to audience reader benefits "you" attitude sensitive language state ideas positively and courteously use of short, familiar, precise words Recognize ethical traps self-deception ends-justifying-means false-necessity rationalization The goals of ethical communication truth labeling opinions objectivity clarity giving credit where credit is due Researching, Organizing, and Composing Contrast formal and informal research methods manual or electronic data i nterviews and surveys focus groups and experiments company files brainstorming and cluster diagramming Organizing outlines cluster diagrams Comparing direct and indirect patterns of idea organization Techniques for creating forceful sentences when to use direct or indirect active verbs vs. passive verbs avoidance of dangling phrases briefness and conciseness Writing effective paragraphs direct paragraphs when defining, classifying, illustrating, or describing pivoting paragraphs limiting sentence, main sentence, supporting sentences (comparing and contrasting) indirect paragraphs supporting sentences (followed by main sentence) coherence techniques transitional expressions dovetailing Revising, Proofreading, and Evaluating Revision to make clear, conversational, and concise active voice positive language conversational language concise language opening fillers redundancies compound prepositions vigorous and direct language wordy noun phrases trite expressions techniques to improve readability balance construction (parallelism) spotlighting (graphic highlighting) proofreading spelling grammar punctuation names and numbers formats repetition for complex documents Encourage feedback to determine success Letters & Memos Describe direct pattern for organizing letters main idea explanation courteous close Writing to request information and action direct opening (a question?) body explains and justifies courteous, appreciative close Writing to place orders introduce order/authorize purchase body lists quantity, number, description, price close with method of payment, when and where to send, appreciation Writing to comply with request subject line open with good news body includes additional information cordial and personal close Writing claim letters describe problem clearly ask for action body explains and justifies close with end date, courteously, with desire to continue relationship Acknowledging orders delivery details of order in body resale or sales promotion close with personal statement relating reader benefits, appreciation, expectation of continuing relationship Writing to grant claims or to make adjustments opening with grant of claim regain confidence body explains what happened and how problem to be rectified close with appreciation, extend thanks, looks forward Modifying international letters to accommodate other cultures Less direct organizational approach More formalized approach Appropriate regional formats Direct Memos Distinguish the characteristics of successful memos Format Conversational and concise Use of graphic highlights Adapt writing process to Memos Analyze purpose and audience Collect data Compose Revise Feedback Organization subject line open repeating subject and amplifying b ody explains and provides information close with action information, deadline, summary of memo or closing thought Distinguish between standard and electronic memos Writing information and procedure memos direct plan cooperative tone Writing request and reply memos open with specific request body includes details close in summary Writing confirmation memos ("to-file" or "incident") to create permanent record regarding oral decisions directives discussions request approval of receiver Writing Negative News Apply four-part pattern for writing bad news buffer reasons strategically relate bad news pleasant, forward-looking close Identify legal pitfalls to avoid in imparting bad news in business writing Apply writing process to negative news messages indirect pattern sensitive language include possible alternatives use strategies to maintain business possible resale strategy or sales promotion avoid placing blame use of neutral, objective language concise, general, and tactful strategy positive close Writing Persuasive and Sales Messages Write attention-getting openers offer something of value stimulating question promise result offer testimonial startling statement solve a problem use of anecdote or current event Build interest descriptive language explain benefits make money reduce effort improve health produce pleasure boost status write to connect facts with needs or feelings Reduce resistance guarantees trial offers or free samples build credibility results of tests polls or awards compare to competition persuade as to savings Motivate action close with repetition of selling point clarity as to easy action to be taken incentives gifts limited offer or deadline guarantee effective use of a postscript Goodwill and Special Messages Identify five characteristics of messages that deliver thanks, praise or sympathy selfless specific sincere spontaneous Points to cover in thank-you messages Specify guidelines for writing employment recommendations respond to specific requests confidentiality provide only job-related information avoid vagueness and ambiguity supply specific evidence of negative info truth Performance appraisals explain purpose identify strengths and weaknesses goal setting and attaining establish action plan for improvement Employee warnings specifics as to events document details steps necessary for improvement establish time line for review Tips for writing news releases attention-getting lead answer as to who, what, when, where, why and how appeal to audience present most important information early visually appealing credibility Operational instructions and announcements clear title number steps (chronology) use active verbs in command language parallel construction use caut ions and warnings use of visuals as needed announcements to include answers to who, what, where, when and why Writing Reports Identify nine typical business reports periodic situational investigative compliance justification yardstick (evaluating alternatives) feasibility studies research studies proposals Distinguish between informational and analytical reports Identify report formats letters memos manuscripts on printed forms Apply writing process to the writing of reports analyzing collecting data composing first draft final revisions proofreading and evaluating Locating data books, periodicals, newspapers on-line or CD-ROM databases surveys and interviews Gopher and Web searches Document sources footnoting with bibliography superscripting and endnotes MLA referencing style with parenthetic notes for works cited Working collaboratively to prepare investigative and informational report Presentation Skills Will orally present informational/investigative reports using techniques for effective oral presentation introduction capturing audience attention establish credibility preview main points discuss main points with appropriate explanations, details, and verbal signposts to guide listeners conclusion reviews main points and provides final focus Writing for Employment Evaluate assets, career paths, and job market in preparation for employment Compare and contrast chronological, functional, and combination resumes Organize, format, and produce a persuasive resume Write persuasive letter of application to accompany resume Write effective employment follow-up letters Evaluate successful job interview strategies Computer-friendly resumes

Method(s) of Instruction

• Lecture (02)
• DE Live Online Lecture (02S)
• DE Online Lecture (02X)

Instructional Techniques

Lecture/discussion of covered topics, multimedia presentations, group projects

Reading Assignments

Assigned reading and writing from textbook, approximately 3 hours per week.

Writing Assignments

Student writing should improve throughout the semester. Rewriting will be directed if the student s work is not progressing adequately.

Out-of-class Assignments

Students will also be required on a regular basis to write business letters or memos in class, under pressures of time, in order to simulate the real world of work. Students will complete a short business report or an equivalent power point business presentation. Approximately 3 hours of time is spent on these assignments per week.

Demonstration of Critical Thinking

Students analyze business situations and plan, organize, write, and revise letters, memos, emails, and reports.

Required Writing, Problem Solving, Skills Demonstration

Students will prepare and submit for grades at least one of each of the following types of business messages. Direct request and direct reply. Negative (bad news). Persuasive. Employment-related (e.g., a resume) Analytical report which analyzes a problem or question, compares and contrasts alternative solutions, includes properly inserted visuals, page numbers and an associated table of contents, includes documented sources, an executive summary, and provides conclusions and recommendations. The report will be prepared using word processing software, properly formatted, and printed by a computer printer. Oral presentation, using presentation software and/or audio-video multimedia, on a topic suitable for a business situation. Exams will be given periodically to monitor students' communication knowledge, understanding and skills and a final exam will be comprehensive and written.

Eligible Disciplines

Business: Master's degree in business, business management, business administration, accountancy, finance, marketing, or business education OR bachelor's degree in any of the above AND master's degree in economics, personnel management, public administration, or Juris Doctorate (J.D.) or Legum Baccalaureus (LL.B.) degree OR bachelor's degree in economics with a business emphasis AND master's degree in personnel management, public administration, or J.D. or LL.B. degree OR the equivalent. Master's degree required.

Textbooks Resources

1. Required Bovee, C. and J. Thill. Business Communication Essentials, ed. New Jersey: Prentice Hall, 2019 2. Required Guffey, Mary Ellen. Essentials of Business Communication, ed. Ohio: Cengage, 2018 3. Required Cardon, P. Business Communication: Developing Leaders for a Networked World, 2d ed. New York: McGraw-Hill, 2016