© Prentice Hall, 2004Business Communication EssentialsChapter Planning Business Messages (Chapter 03, page # 44)

© Prentice Hall, 2004Business Communication EssentialsChapter Effective Business Messages Purposeful Audience-Centered Concise

© Prentice Hall, 2004Business Communication EssentialsChapter Three-Step Writing Process 1 Planning 3 Completing 2 Writing Analyze the Situation Investigate the Topic Adapt to the Audience Organize the Message Compose the Message Revise the Message Produce the Message Proofread the Message

© Prentice Hall, 2004Business Communication EssentialsChapter Analyze Your Purpose Timing Delivery Realism GeneralPurposeGeneralPurposeSpecificPurposeSpecificPurpose Acceptability

© Prentice Hall, 2004Business Communication EssentialsChapter Develop an Audience Profile Identify primary audience Determine size Determine composition Gauge level of understanding Project expectations and preferences Estimate probable reaction

© Prentice Hall, 2004Business Communication EssentialsChapter Gather Information FormalSourcesFormalSources InterviewsInterviews Employees or Customers Employees AudienceInputAudienceInput Opinions of Others Opinions CompanyFilesCompanyFiles

© Prentice Hall, 2004Business Communication EssentialsChapter Provide Information Complete EthicalPertinent Accurate

© Prentice Hall, 2004Business Communication EssentialsChapter Business Communication Channels and Media Business Communication Channels and Media Oral Channel Written Channel Face-to-Face Telephone Meetings Voice Mail Videotape Teleconferencing Face-to-Face Telephone Meetings Voice Mail Videotape Teleconferencing Memos Letters Reports Websites Instant Messages Memos Letters Reports Websites Instant Messages

© Prentice Hall, 2004Business Communication EssentialsChapter Selecting the Best Channel and Medium Style and tone Feedback Time Cost Audience

© Prentice Hall, 2004Business Communication EssentialsChapter Relating to the Audience PoliteTreatmentBias-FreeLanguageCorporateImage “You”AttitudePositiveToneCredibility

© Prentice Hall, 2004Business Communication EssentialsChapter The “You” Attitude Instead of ThisUse This To help us process this order, we must ask for another copy of the requisition. So that your order can be filled promptly, please send another copy of the requisition. You should never use that type of paper in the copy machine. That type of paper doesn’t work very well in the copy machine. Instead of ThisUse This

© Prentice Hall, 2004Business Communication EssentialsChapter Emphasize the Positive Instead of ThisUse This It is impossible to repair your vacuum cleaner today. Your vacuum cleaner will be ready by Tuesday. Cheap merchandise Toilet paper Elderly person Bargain prices Bathroom tissue Senior citizen Instead of ThisUse This

© Prentice Hall, 2004Business Communication EssentialsChapter Establish Credibility Show Your Understanding Explain Your Credentials Avoid Exaggerating Believe in Yourself

© Prentice Hall, 2004Business Communication EssentialsChapter Be Polite Instead of ThisUse This You really fouled things up with that last computer run. Let’s review what went wrong so that the next computer run goes smoothly. You’ve been sitting on our order for two weeks. We need it now! We are eager to receive our order. When can we expect delivery? Instead of ThisUse This

© Prentice Hall, 2004Business Communication EssentialsChapter Use Bias-Free Language GenderGender Age Bias Race or Ethnicity EthnicityDisabilityDisability

© Prentice Hall, 2004Business Communication EssentialsChapter Project the Company’s Image Be a spokesperson Convey the right impression Minimize your own views Maximize company interests