Identify timeline for this coming week. Make sure that all commit to timeline.

1
Checklist for Completing Successful Formal Reports

• Identify timeline for this coming week. Make
  sure that all commit to timeline.

• Complete first draft.

• Proofread for necessary revisions and give
  feedback.

• Draft in-text citations and Works Cited.

• Draft Executive Summary.

• Proofread the entire report for necessary
  revisions.

Schedule frequent checkpoints to ensure that
all are accountable for their work and that the
timeline is being followed.
2
Excel Formulas
3
Excel Cell References
A colon in a formula means from X cell to X cell
4
Value of Formulas in Cells

• Facilitates revisions, so minimal changes need
  to be made in an entire spreadsheet

5
Commonly-used Formulas
All formulas start with an equal sign.
Note that to add numbers in more than one cell,
the word SUM is used in the formula.
SUM(B3B6)
6
Absolute Cell Reference

• The absolute cell reference remains the same
  when copied from cell to cell. 
• No matter where you copy the formula, the
  reference will not change.
• Dollar signs are used to hold a column and/or
  row reference constant.
• Example B6

7
Relative Cell Reference

• The relative cell reference adjusts and
  changes when copied from cell to cell.
• This is the most widely used type of cell
  reference in formulas. 
• Example B6

8
Use of Charts in PowerPoint
9
Effective Chart Components

• Clear introduction
• Relevant title
• Clear, effective labels
• Simple units (e.g. dollars rounded off to nearest
  dollar)
• Selected colors to emphasize major points
• Readable information

10
Activity Semi-Annual Sales

• In teams of 2-3. . . .
• Identify the strengths and weaknesses of the
  chart.
• Create a new slide to be shown to your
  department manager write a relevant title for
  the slide.
• On the chart. . .
• Write a relevant title.
• State at least two conclusions that would be
  pertinent to the selection of Employee of the
  Year.
• Write a recommendation to your department
  manager for the selection of Employee of the Year.

11
Writing Routine and Positive Messages
12
Three-Step Writing Process
RPPD
AIMO
AC
Completing
Planning
Writing
13
Types of Routine Requests
14
Routine-Message Strategy
The Message
Main Idea
Relevant Details
Cordial Close
Receptive Audience
15
Making Claims

• State the problem.
• Explain the problem.
• Provide verification.
• Propose a solution or request an action.

16
Opening

• State the problem.
• Make your opening clear and concise.
• When the solution is obvious, state it briefly.
• We ordered copies of Model Memos. Instead,
  copies of Business Proposals were sent. Please
  correct this order.
• When the solution is less obvious, explain your
  goal.
• The procedure to complete the 1088 tax forms
  are difficult to understand. Please contact me
  to clarify the instructions.

17
Body

• Explain the problem, providing necessary details
  and explanation.
• Explain your point completely.
• Provide details objectively and concisely.
• Be organized and coherent.
• Avoid becoming angry or trying to fix blame.
• Include names of individuals and dates of
  previous actions.
• Consider highlighting information.

18
Closing

• Propose an solution or request an action, ending
  with a courteous close.
• End courteously with a tone that promotes
  goodwill.
• Request specific action, including end date, if
  appropriate.
• Note Act promptly in making claims, and keep a
  copy of your message.

19
Activity

• In pairs. . . .
• Write to Kinkos about your dissatisfaction
  with their service, using the information in the
  scenario below
• Your company, Fabulous Foods Inc., has outsourced
  their printing to Kinkos for the last 6 months
  and been satisfied with the business.
• Fabulous Foods Inc. planned a large November 1
  conference to which they had invited 50 vendors
  to attend.
• You ordered 55 brochures to be sent to you 2 days
  before the conference. Kevin, at Kinkos,
  accepted and confirmed the order.
• When the brochures arrived, you noticed that the
  print was smudged on 20 of them and another 10
  had deep crease marks on the back page of the
  brochure.
• You immediately put a rush order in with another
  printing company. As a result, the professional
  brochures were ready to go for the conference.

20
Granting Claims and Making Adjustments
21
Routine Repliesand Positive Messages
Overall Goals
Positive Responses
Goodwill Messages
22
Granting Claims
23
Granting Claims
Dell recalled about 22,000 notebook batteries.
The recalled batteries could overheat, posing a
fire risk. Lithium-ion batteries were produced by
Matsushita Battery Industrial company of Japan
from December 2005 to November 2006.
24
Action and Information
Be Prompt
Be Gracious
Be Thorough
25
Opening

• When approving a customers claim, announce the
  good news immediately.
• Avoid sounding grudging or reluctant.
• Thank the reader for writing.

26
Body

• Strive to win back the customers confidence
  consider explaining what went wrong (if you
  know).
• Explain how you will grant the claim.
• Concentrate on how diligently your organization
  works to avoid disappointing customers.
• Be careful about admitting responsibility check
  with your boss for legal counsel first.
• Keep explanations objective and professional.
• Be clear on how you plan to honor the claim.

27
Body

• Avoid negative language (trouble, neglect,
  fault).
• Dont blame customers, even if they are at fault.
• Dont blame individuals or departments in your
  organization.
• Dont make unrealistic promises.

28
Closing

• Encourage a favorable view of your company and
  the products.
• Extend thanks for past business.
• Refer to your desire to be of service.

29
Common Weaknesses in Positive Messages

• Failure to open directly by identifying the main
  idea
• Failure to group like items together
• Language is too wordy

30
Activity

• In teams of no more than 3 people. . . .
• Write an adjustment letter in response to
  the claim made in the scenario below
• You are the Customer Affairs Coordinator at
  Kinkos and have received a claim from Fabulous
  Foods, Inc. about the poor quality of their
  printed brochures. Your job is to write an
  adjustment letter to Fabulous Foods, Inc.
• The following has transpired
• Kinkos has been the vendor of choice for
  Fabulous Foods, Inc.s printed documents for the
  last 6 months.
• Fabulous Foods, Inc. just sent Kinkos a claim
  letter about poor quality printing in their
  brochures that they ordered for a conference.
  They claimed that the print was smudged on 10 of
  the brochures and that there were crease marks on
  the back page of 5 other brochures.
• The address of Fabulous Foods is 1230 N.W. First
  Street, Portland, Oregon 97231

31
Follow-up Activity

• Pass your letter to another group and ask them to
  critique it for the following
• Reveals the good news in the opening
• Explains the adjustment in a positive way
• Regains the confidence of the customer
• Uses sensitive language
• Closes in a positive way
• Is written with concise and clear sentences
• Review the groups revisions and discuss.