© Prentice Hall, 2008 Business Communication Today, 9eChapter Writing Business Messages

© Prentice Hall, 2008 Business Communication Today, 9eChapter Three-Step Writing Process Planning Writing Completing

© Prentice Hall, 2008 Business Communication Today, 9eChapter Adapt to the Audience Sensitivity Relationships Style and tone

© Prentice Hall, 2008 Business Communication Today, 9eChapter Audience Sensitivity 1.Adopt a “you” attitude 2.Demonstrate business etiquette 3.Emphasize the positive 4.Use bias-free language

© Prentice Hall, 2008 Business Communication Today, 9eChapter Using the “You” Attitude Focus on your audience Practice genuine empathy Be sensitive to situations Keep criticism professional

© Prentice Hall, 2008 Business Communication Today, 9eChapter 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, 2008 Business Communication Today, 9eChapter The “You” Attitude Instead of this: You should never use that type of paper in the copier. Use this: That type of paper doesn’t work very well in the copier.

© Prentice Hall, 2008 Business Communication Today, 9eChapter Business Etiquette Practice courtesy Be diplomatic Respond promptly

© Prentice Hall, 2008 Business Communication Today, 9eChapter 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, 2008 Business Communication Today, 9eChapter Bias-Free Language Age Gender Disability Race or ethnicity

© Prentice Hall, 2008 Business Communication Today, 9eChapter Build Audience Relationships Establish your credibility Promote your company’s image

© Prentice Hall, 2008 Business Communication Today, 9eChapter Establish Your Credibility Honesty and objectivity Awareness of audience needs Credentials, knowledge, expertise Endorsements Confidence and performance Communication style Sincerity

© Prentice Hall, 2008 Business Communication Today, 9eChapter Build Company Image Be a spokesperson Promote company interests Follow company guidelines Observe experienced colleagues Ask for assistance

© Prentice Hall, 2008 Business Communication Today, 9eChapter Controlling Style and Tone Use a conversational tone Write in plain English Select active or passive voice

© Prentice Hall, 2008 Business Communication Today, 9eChapter Use a Conversational Tone Business messages –Avoid obsolete or pompous language –Avoid preaching or bragging –Be careful with intimacy –Use humor carefully

© Prentice Hall, 2008 Business Communication Today, 9eChapter Write in Plain English Straightforward Easy to understand Conversational

© Prentice Hall, 2008 Business Communication Today, 9eChapter Use the Right Voice Active voice –Subject + verb + object Passive voice –Object + verb + subject

© Prentice Hall, 2008 Business Communication Today, 9eChapter Composing the Message Choosing strong words Writing effective sentences Crafting coherent paragraphs

© Prentice Hall, 2008 Business Communication Today, 9eChapter Functional and Content Words Correctness Suitability –Denotation and connotation –Abstraction and concreteness

© Prentice Hall, 2008 Business Communication Today, 9eChapter Finding Words that Communicate Well Select powerful words Choose familiar words Avoid clichés and buzzwords Use jargon carefully

© Prentice Hall, 2008 Business Communication Today, 9eChapter Effective Sentences Simple Compound Complex Compound-complex

© Prentice Hall, 2008 Business Communication Today, 9eChapter Coherent Unified Paragraphs Paragraph elements –Topic sentence –Support sentences –Transitional elements

© Prentice Hall, 2008 Business Communication Today, 9eChapter Paragraph Development Illustration Comparison and contrast Cause and effect Classification Problem and solution

© Prentice Hall, 2008 Business Communication Today, 9eChapter Using Technology Style sheets and templates Autocompletion and autocorrection File merge and mail merge Endnotes, footnotes, indexes and tables of contents Document wizards