Planning Spoken and Written Messages Chapter 3 Planning Spoken and Written Messages

Learning Objectives 1. Identify the purpose of the message and the appropriate channel. 2. Develop clear perceptions of the audience to enhance the impact of the communication and human relations. 3. Apply techniques for adapting messages to the audience, including strategies for communication ethically and responsibly. 4. Recognize the importance of organizing a message before writing the first draft. 5. Select the appropriate outline (deductive or inductive) for developing messages to achieve the desired response.

Process for Planning and Preparing Spoken and Written Messages

Step 1a: Determine the Purpose of the Message What do you hope to accomplish with the message? Get information Answer a question Accept an offer Deny a request Sell or get support for a product or idea Apologize

Step 1b: Select a Channel Situation Channel/Justification Tell a customer damaged merchandise will be replaced Notify a sales rep of job termination Inform employees of a new Internet usage policy Telephone or face-to-face: Lends importance to the message; more personal Telephone or face-to-face: Lends importance to the message; more personal Email: Routine matter; mass distribution

Step 2: Envision the Audience What should you learn about your audience? Age and cultural factors Economic and educational levels Work background Needs and concerns Rapport Expectations

Step 3: Adapt the Message to the Audience Focus on the ________ point of view Communicate ________ and __________ Build and protect ________ Use ____________ language Use ______, informal words Project a positive, ______ tone Write ________ receiver’s ethically responsibly goodwill contemporary simple tactful concisely

Adapting: Focusing on Receiver’s Viewpoint “Me” Attitude “You” Attitude I want to congratulate you on your award. I am interested in ordering . . . I give you permission to take an extra vacation day. Congratulations! You are the Employee of the Year. Please send me . . . (You is the understood subject.) You earned an extra day of vacation because of your performance.

Adapting: Communicating Ethically and Responsibly State information as truthfully and fairly as possible Do not exaggerate facts Express ideas understandably Support viewpoint with facts Respect and preserve receiver’s self-worth Design honest graphics

Adapting: Building and Protecting Goodwill Use ___________ cautiously Avoid _____________ or demeaning expressions Use __________ tone cautiously Use _______ language appropriately Use ________ language euphemisms condescending connotative specific bias-free

Adapting: Using Contemporary, Easily Understood Language Eliminate outdated expressions Eliminate clichés Choose simple, informal words

Adapting: Writing Concisely Eliminate redundancies Use active voice Include only relevant details Eliminate clichés Do not restate ideas Tighten using prefixes, suffixes, and compound adjectives

Adapting: Projecting a Positive, Tactful Tone State ideas using _______ language Avoid using ______ person when stating negative ideas Use _______ voice to convey negative ideas Use __________ mood to de-emphasize negative ideas Include a ________ idea in the same sentence with a ________ one positive second passive subjunctive positive negative

Step 4: Select an Appropriate Outline