Technical and Business Writing

TECHNICAL COMMUNICATION IN
THE WORKPLACE

CHAPTER: 1
 Technical and Business Writing

Text Book:
William S. Pfeiffer. Technical Communication: A Practical Approach 8th
Edition
 Course Evaluation Criteria

Assessment Number Weightage (%)

Items
Assignments 3 10
Quizzes 3 5
Formal Report 1 5
Mid Exam 2 30
Final Exam 1 50
 Features of Workplace Communication

• Workplace communication is a generic term for all written and oral

communications done on the job—whether in business, industry, or
other professions. The terms professional writing, business
writing, and occupational writing also refer to writing done in
your career.

• Besides projects that involve writing, your career will also bring
you speaking responsibilities, such as formal speeches at
conferences and informal presentations at meetings.
 Writing in the Workplace
Writing directly influences the following:
■ Your performance evaluations
■ Your professional reputation
■ Your organization’s productivity and success in the marketplace

Effective communicators understand the needs of the context in

which they are speaking and writing, what Lloyd Bitzer has labeled
the “rhetorical situation.” It means that the speakers must respond
to audience’s expectations about appropriate content, form, and
tone for a particular setting.
 Features Purpose Writer’s Audience Criteria of Graphic
Knowledge of Evaluation Elements
Topic
Academic Communicating Less than the The teacher Depth, logic, Sometimes
Writing what the student teacher who who assigned clarity, unity, used to
knows about the evaluates the the project or supporting explain and
topic to earn a writing classmates evidence, and persuade
high grade grammar

Workplace Getting Usually more Often several Clear content Frequently

Writing something done than the people with organization, used to help
within an reader’s differing appropriate to readers find
organization knowledge professional the needs of information
backgrounds busy readers and
understand
ideas
 At workplace
we are both the
consumers and
producers of
technical
communication
 Correspondence
Memos to your boss and to your
Routine letters to customers, vendors etc
Letters to customers
Sales letters to potential customers
Electronic mail to co-workers or customers
Short Reports
Analysis of problem
Recommendation
Equipment Evaluation
DOCUMENTS

Progress or periodic report

TECHNICAL

Description of results of a laboratory work or a company trip

Long Reports
Project report in field or laboratory work
Proposal and Feasibility study
Other Examples
Abstract or summary of technical articles
Technical article or presentation
Operation manual
Website
 Features of Technical Writing

Realistic
Purposeful Contextualized context
objective/focused based/ situation oriented factual and
demonstrable

Outcome-
Directional Interdisciplinary
specific audience
based
Multiple fields
Achieves targets
An Effective Technical Document
 THINGS TO CONSIDER
Audience: Identify audience's level of technical knowledge, interests, and needs.
Purpose: Is it to inform, educate, persuade, or troubleshoot?
Complexity: Break down information into simpler, understandable ideas.
Format: Use written documents, presentations, videos, or discussions.
Clarity: Your message must be concise, easy to understand, and free of errors.
Feedback: Encourage audience’s question/answer session.
Timeliness: Avoid delays.
Visuals: Use visual aids such as diagrams, flowcharts, and screenshots to help
illustrate complex technical concepts.
Accessibility: Ensure that your communication is accessible and understandable.
Consistency: Establish a consistent style and format for your technical
communication to ensure clarity.
 Purpose of Technical Writing
Q1. Am I writing primarily to create a record or provide
information, to request or to persuade?
People in the working world communicate technical information
for a number of purposes, many of which fall into one of two
categories:
• To help others learn about a subject, carry out a task, or make a
decision.
• To reinforce or change attitudes and motivate readers to take an
action.
Technical Writing is done by an informed writer conveying
needed information to an uninformed reader.
 Audience of Technical Writing
Q2. Who will read what I have written?
Supervisors and their Superiors
Colleagues in your own department
Subordinates in your department
Employees and other departments or branches
Clients
Subcontractors and vendors
Professors/ Members of selection committees
HR Manager
 Tone in Technical Writing
Tone refers to the writer’s attitude/ emotional character towards the reader and
Q3. Is your tone
the subject of the message.appropriate to your purpose and your
intended
Factual Usually serious to a lighter tone
Neutral Appropriate to the target audience
Sincere Avoids a strong emotion
Non-discriminative Flat/ Even
 Tone in Technical Writing
• Polite tone (especially those who outrank you)
• Don’t sound too tough or demanding about potentially sensitive
issues.
• Phrase your sentences in a nonthreatening way
• Emphasize the reader’s viewpoint – the “you” approach
Writer-centered Perspective Reader-centered Perspective
If I can answer any questions, I’ll If you have any questions, please
be happy to do so. ask.
We shipped the order this morning Your order was shipped this
I’m happy to report that . . . morning.
You’ll be glad to know that . . .
 Negative Wording Positive Wording
• We cannot process your claim • Your claim can be processed as
because the necessary forms soon as you complete the
have not been completed. necessary forms.

• We do not take phone calls after • You may reach us by telephone on

3:00 PM on Fridays. Fridays until 3 PM.

• We closed your case because we • Your case will be reactivated as

never received the information soon as you provide the
requested in our letter of April 2. information requested in out April 2
letter.
 Positive Language

What are the possible alternatives of “no problem” to make

your readers feel positive?
 Task 1
Locate an example of technical communication, such as users guide,
manual, or a document borrowed from a family member or an
acquaintance who works, and prepare a brief analysis in which you
explain:
1) The purpose for which the piece was written
2) The apparent readers and their needs
3) The way in which the examples differ from typical academic
writing
4) The relative success with which the piece conveys the message
(organization, special features of technical writing)
 Task for Next Class
Read the guidelines for Email Writing
P. 167 – 172 , (Technical Communication, Pfeiffer)
STRUCTURE of Technical Writing
 ABC Format
• Abstract: A brief beginning component
is represented by the narrow top of the
diamond, which leads into the body.
• Body: The longer middle component is
represented by the broad, expansive
portion of the diamond figure.
• Conclusion: A brief ending component
is represented by the narrow bottom of
the diamond, which leads away from the
body.
Email Writing Guidelines
• Maintain a high level of professionalism in your use of e-mail.
 Do not forward jokes or spam, discuss office gossip, or use biased language.
 Do not send flames (e-mails that contain abusive, obscene, or derogatory language) to attack
someone.
 Do not use clever or hobby-related e-mail usernames (sushilover@ domain.com); instead use, e.g.
[email protected].
 Do not use emoticons

• Provide a subject line that describes the topic and focus of your message.
• Adapt forwarded messages: revise the subject line to reflect the current content and cut irrelevant
previous text, based on your purpose and context.
• Use the “cc:” (courtesy copy) address line thoughtfully to keep others informed and follow your
organization’s practice or protocol for copying messages to others.
• Include a cover message for all e-mail messages with attachments (“Attached is a copy of my budget
proposal for your review. . . .”).
• Do not write in ALL UPPERCASE LETTERS or in all lowercase letters.
Writing Task: Email to Instructor
• The email should concisely describe the following:
o Your course goals for the semester
o A description of your employment, if any, and your favorite
activities
o An assessment of your current communication skills, including
strengths and weaknesses
o Let me know if you have any teacher pet peeves
Grading Rubric for Email
• Did you email the assignment to [email protected] by 7am,
__________
• Did you summarize the main idea in the subject line?
• Was the appropriate salutation included?
• Did the body concisely describe each of the required components?
• Was the body organized into paragraphs so it was easy to read quickly?
• Did the email end with a summary or closing thought?
• Did you include full contact information after your name?
• Was the email free of any grammatical errors or typos?
Culture in Organizations
Elements of Organization Culture

Organization
Type of Business
History

Management
Style
Understanding Cultures
• All cultures have both common features and
distinctive differences that must be studied. People in
different cultures have different ways of thinking,
different ways of acting and different expectations in
communication.
• One of the ways that differences between cultures can
be understood is through the concepts of high-context
cultures and low-context cultures.
 High-Context Cultures
• High-context cultures are fairly homogeneous, with the culture providing a
high degree of context for communication. Thus, communications may be
less explicit because members of the culture share characteristics such as
religion, ethnic background, and education.
• Important characteristics of high-context cultures include:
■ Clear distinctions between insiders and outsiders
■ A focus on maintaining relationships, on saving face, and on helping others save
face
■ A dependence on internalized cultural norms to govern behavior.
 Low-Context Cultures
• Low-context cultures consist of diverse religions, ethnic backgrounds, and
educational levels; as a result, communication must be explicit, because
members of a group cannot assume that they share knowledge or attitudes.
The culture provides a low degree of context for communication. The United
States is an example of a low-context culture.
• Important characteristics that affect communication in low-context cultures
include
■ Openness to outsiders
■ A focus on actions and solving problems, with a willingness to disagree openly
■ A dependence on formally established rules to govern behavior
The concept of low-context and
high-context cultures offers a
general way of thinking about
how to relate to clients and
colleagues in other cultures and
countries, but if you find
yourself working in a global,
intercultural setting, you should
understand the specific cultural
practices of those you are
working with.
• When writing documents for other cultures, remember that your
work will not be read in the cultural context in which it was
written.
• For that matter, you may lose control of the document altogether
if it is translated into a language that you do not know.
• In order to help solve this problem, organizations such as
Intecom and the AeroSpace and Defence Industries Association
of Europe have worked to develop and promote Simplified
English, also known as Controlled English. The goal of
Simplified English is to eliminate ambiguity, improve translation,
and make reading English easier for nonnative English speakers.
Following are some basic guidelines to reduce the risk of misunderstanding:

• Simplify grammar and style rules.

• Use simple verb tenses and verb constructions.
• Limit vocabulary to words with clear meanings.
• Use language and terminology consistently.
• Define technical terms.
• Avoid slang terms and idioms.
• Include visuals.
Case Study: Intercultural Communication in a Global Business Environment

GlobalTech Solutions (GTS) is a multinational technology company headquartered in

the United States, with offices in Europe, Asia, and South America. The company
specializes in software development, IT consulting, and digital transformation services.
GTS recently acquired a smaller tech firm, TechInnovate, based in Pakistan, to expand
its market presence in Asia. As part of the acquisition, GTS plans to integrate
TechInnovate’s employees into its global operations. This integration involves a series
of virtual meetings, cross-cultural training sessions, and collaborative projects between
teams in the U.S. and Pakistan.
In the first virtual meeting between the U.S. and Pakistani teams, several
communication issues arise. The American team notices that their Pakistani
counterparts are unusually quiet during discussions. They rarely voice their opinions or
disagree with any points made. Meanwhile, the Pakistani team feels that the American
team is overly direct and somewhat aggressive in their approach, which makes them
uncomfortable.
Key Players:
• John Davis: Project Manager from the U.S. team, known for
his direct communication style.
• Saba Ali: Senior Developer from the Pakistani team, values
harmony and prefers a consensus-driven approach.
• Sarah Lee: HR Manager at GTS, responsible for overseeing
the integration process.
• Aslam Khan : HR Manager at TechInnovate, tasked with
supporting the transition.
Questions:
Question 1: What are the key cultural differences in
communication styles between the U.S. and Japanese teams?
Question 2: How can GTS facilitate better communication
between the teams?
Question 3:What strategies can John and Saba use to improve
their collaboration?
Question 4: How can the HR managers, Sarah and Aslam,
support a smoother integration process?
Ethics in the Workplace
Ethical behavior enables employees to act with equity, fairness,
impartiality and respect for the rights of others.

Ethical business communicators make choices that enable them to:

• follow the organization's policies, procedures, guidelines and
code of ethics
• Communicate factual information objectively
• avoid using distortions of fact and misleading information
• respect the dignity of each person, irrespective of ethnic
background, religion or gender
Documents should pass the ETHICS test.
The online Encyclopedia Britannica defines ethics as
“the discipline concerned with what is morally good
and bad, right and wrong.”
 “our product is just what you need”

“our artificial sweetener is composed of proteins that occur naturally

in the human body [amino acids].”

“our Krunchy
Such Cookies
claims are contain
technically no cholesterol”
accurate but misleading.
Amino acids in certain sweeteners can alter body chemistry and cause
headaches, seizures and possible brain tumors
Processed food snacks often contain saturated fat and trans fats, from
which liver produces cholesterol
In addition to being informative and persuasive, communicators must be
ethical.
0 Meaning Examples
Suppression of Burying to data to hide inconvenient truths A company fails to reveal product-testing results that
Information indicate potential danger to consumers
Falsification or Changing or inventing data to support a A company boasts of a fictitious enterprise to lure
fabrication desired outcome investors into supporting a new venture
Overstatement Exaggerating the positive aspects of a A public-opinion survey describes 55 percent of the
or situation of downplaying negative aspects respondents as a “substantial majority” and 45 percent as
understatement to create the desired impression “a small percentage”

Selective Deleting words from quoted material to A supervisor changes a report’s conclusion that “this
misquoting distort meaning proposal will seem feasible only to workers unfamiliar with
the situation” to “this proposal will seem feasible.. to
workers”

Subjective Using terms deliberately chosen for their A company advertises “customary service charges”,
Wording ambiguity knowing that “customary” is open to broad interpretation.

Conflict of Exploiting behind-the-scenes connections A board member of a community agency encourages the
interest to influence decision-making agency to hire her company for paid services rather than
soliciting bids

Withholding Refusing to share relevant data with A computer-savvy employee provides misleading answers
information coworkers about new software to make recently hired coworker
appear incompetent

Plagiarism Taking credit for someone else’s ideas, An employee assigned to prepare a report written by
findings someone at another company, downloaded from internet
 Case-Study: Conflict of Interest
ABC Manufacturing Inc. is a mid-sized company specializing in producing eco-
friendly packaging solutions. With a strong commitment to sustainability, the
company has garnered a loyal customer base and established itself as an
industry leader. Salman Ahmed, the Procurement Manager at ABC
Manufacturing, is responsible for selecting suppliers for raw materials and
negotiating contracts. Recently, the company has been seeking new suppliers to
source a particular biodegradable material that is crucial to their product line.
Salman’s brother-in-law, Atif, owns GreenSource Ltd., a supplier offering
competitive prices for the required material. While GreenSource Ltd. seems like
a promising option for ABC Manufacturing, Salman is aware that any decision
favoring Atif's company could be perceived as a conflict of interest. Despite
this, Salman is tempted to recommend GreenSource Ltd. because of their lower
prices and the potential personal benefits of supporting a family member's
business
Questions for Discussion
Question 1: What steps should Salman take to address the
potential conflict of interest?
Question 2: What policies should ABC Manufacturing
implement to manage potential conflicts of interest in the future?
Question 3: How can ABC Manufacturing ensure that supplier
selection remains fair and unbiased?
Question 4: How should ABC Manufacturing handle the
situation if Salman fails to disclose the conflict of interest?
References
• S. Pfeiffer, William George. Technical Writing: A Practical
Approach (Pearson), 2012
• Lannon & Gurak, Technical Communication., 14th Edition,
2016