MCCCD Official Course Competencies:

TQM105  20092-20095

Writing For Quality Results

1.

Compare and contrast the methods and media used in TQM organization to those used in traditional organizations. (I)

2.

Demonstrate results-oriented communication. (II)

3.

Demonstrate appropriate planning, editing and writing techniques for the solution of business problems. (II, III)

4.

Identify and demonstrate effective written communication skills for routine and favorable business situations. (III)

5.

Identify and demonstrate effective written communication skills for negative business situations. (III)

6.

Identify and demonstrate effective written communication skills for situations requiring action from internal and external customers. (III)

7.

Assess customer needs and attitudes prior to writing customer correspondence. (IV)

8.

Analyze a situation and write effective customer-oriented communications. (IV)

9.

Determine the cause of a customer-based problem and communicate alternative solutions. (IV)

MCCCD Official Course Outline:

TQM105  20092-20095

Writing For Quality Results

I. Changing Methods and Media of Communication

A. Communication Process Components

B. Changing Communication Patterns in Total Quality Organizations

1. Climate

2. Structure

C. Legal and Ethical Considerations

II. Principles of Results-Oriented Communication

A. Identify Positive, Negative, and Persuasive Settings

B. Choosing Appropriate and Effective Words

C. Achieving Correctness, Conciseness, Completeness, Readability, and the Desired Emphasis

D. Building Goodwill through Communication

III. Planning, Editing and Writing Problem Solutions

A. Informational and Instructional Emphasis

B. Routine and Favorable Emphasis

C. Balancing Positive and Negative Aspects

D. Writing to Get Action from Internal and External Customers

IV. Analysis of Customer Situations

A. Assessing Customer Needs and Written Response

B. Analysis of Problem Situations

C. Determining Problem Causes and Communicating Alternative Solutions