Planning Business Messages © Prentice Hall, 2005 Excellence in Business Communication

Effective Business Writing Purposeful Audience-centered Concise © Prentice Hall, 2005 Excellence in Business Communication

Three-Step Writing Process Planning your message Writing your message Completing your message © Prentice Hall, 2005 Excellence in Business Communication

Excellence in Business Communication Analyze the Situation Purpose Schedule Audience © Prentice Hall, 2005 Excellence in Business Communication

Excellence in Business Communication Define Your Purpose General Inform Persuade Collaborate Specific Realism Timing Delivery Acceptability © Prentice Hall, 2005 Excellence in Business Communication

Excellence in Business Communication Profile Your Audience Identify primary audience Determine size Determine composition Gauge level of understanding Consider expectations and preferences Estimate probable reaction © Prentice Hall, 2005 Excellence in Business Communication

Excellence in Business Communication Gather Information Viewpoints of others Reports and company documents Supervisors, colleagues, customers Audience input © Prentice Hall, 2005 Excellence in Business Communication

Audience Information Needs Required information Accurate Ethical Pertinent © Prentice Hall, 2005 Excellence in Business Communication

Excellence in Business Communication Adapting the Message Channel Medium Rapport © Prentice Hall, 2005 Excellence in Business Communication

Communication Channel Oral Telephone Face-to-face Speeches Electronic media Written Letters Memos E-mail Reports © Prentice Hall, 2005 Excellence in Business Communication

Excellence in Business Communication Media Richness Informational cues Feedback Personal focus © Prentice Hall, 2005 Excellence in Business Communication

Communication Channels Use An Oral Channel Use A Written Channel Need immediate feedback Relatively simple message Don’t need permanent record Easy to assemble audience Encourage interaction Don’t need immediate feedback Detailed, complex message Need permanent record Large, dispersed audience Minimize distortion Primary oral communication media include face-to-face conversation, telephone calls, speeches, presentations, and meetings. Oral communication offers immediate feedback. This is the channel to use when you want the audience to ask questions and make comments or when you’re trying to reach a group decision. It’s also the best channel if your message has an emotional component and you want to read the audience’s body language or hear the tone of their response. Written business messages can provide a permanent record of detailed, complex information. The most common written business messages are letters, memos, and reports. Both letters and memos can be classified by function into three categories: (1) routine, good-news, and goodwill messages; (2) bad-news messages; and (3) persuasive messages. Reports and proposals are factual, objective documents that may be distributed to insiders or outsiders. In length, they range from a few to several hundred pages, and they are generally more formal in tone than a typical business letter or memo. © Prentice Hall, 2005 Excellence in Business Communication

Excellence in Business Communication Electronic Media Voice mail Teleconferencing Videotape Computer conferencing Faxing E-mail Instant messaging Web sites © Prentice Hall, 2005 Excellence in Business Communication

Electronic Communication Advantages Speed Time-zones Dispersed audience Disadvantages Content issues Privacy Productivity © Prentice Hall, 2005 Excellence in Business Communication

Relating to the Audience Use the “you” attitude Emphasize the positive Establish credibility Be polite Use bias-free language Project company’s image © Prentice Hall, 2005 Excellence in Business Communication

Excellence in Business Communication The “You” Attitude Instead of this: To help us process this order, we must ask for another copy of the requisition. Use this: So that your order can be filled promptly, please send another copy of the requisition. © Prentice Hall, 2005 Excellence in Business Communication

Excellence in Business Communication The “You” Attitude Instead of this: You should never use that type of paper in the copy machine. Use this: That type of paper doesn’t work very well in the copy machine. © Prentice Hall, 2005 Excellence in Business Communication

Emphasize the Positive Instead of this: It is impossible to repair your vacuum cleaner today. Use this: Your vacuum cleaner will be ready by Tuesday. © Prentice Hall, 2005 Excellence in Business Communication

Emphasize the Positive Instead of this: Cheap merchandise Toilet paper Used cars High-calorie foods Elderly person Pimples and zits Use this: Bargain prices Bathroom tissue Resale cars High-energy food Senior citizen Complexion problems © Prentice Hall, 2005 Excellence in Business Communication

Establish Your Credibility Find common ground Explain your credentials Refer to a trusted authority Provide ample evidence © Prentice Hall, 2005 Excellence in Business Communication

Politeness and Courtesy Promote goodwill Practice diplomacy Use tact Be prompt © Prentice Hall, 2005 Excellence in Business Communication

Excellence in Business Communication Bias-Free Language Gender Race or ethnicity Age Disability © Prentice Hall, 2005 Excellence in Business Communication

Project the Company’s Image Be a spokesperson Convey the right impression Minimize your own views Maximize company interests © Prentice Hall, 2005 Excellence in Business Communication