© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Writing Business Messages

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter The Three-Step Process Planning Writing Completing

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Adapting to the Audience Sensitivity Relationships Style and tone

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Audience Sensitivity Adopt a “you” attitude Demonstrate business etiquette Emphasize the positive Use bias-free language

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Using the “You” Attitude Focus on your audience Practice genuine empathy Be sensitive to situations Keep criticism professional

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Business Etiquette Practice courtesy Be diplomatic Respond promptly

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Emphasize the Positive 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 Excellence in Business Communication, 8eChapter Emphasize the Positive 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 Excellence in Business Communication, 8eChapter Use Positive Language Instead of this: –Cheap merchandise –Used cars –High-calorie foods –Elderly person –Pimples and zits Use this: –Bargain prices –Resale cars –High-energy food –Senior citizen –Complexion problems

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Bias-Free Language Age Gender Disability Race or ethnicity

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Build Audience Relationships Establish your credibility Promote your company’s image

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Establish Your Credibility Honesty and objectivity Awareness of audience needs Credentials, knowledge, expertise Endorsements Confidence and performance Communication style Sincerity

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Build Company Image Be a spokesperson Make a positive impression Observe your colleagues Follow company guidelines Promote the company’s interests

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Controlling Style and Tone Use a conversational tone Write in plain English Select active or passive voice

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter 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 Excellence in Business Communication, 8eChapter Write in Plain English Straightforward Easy to understand Conversational

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Using the Right Voice Active voice –Subject + verb + object Passive voice –Object + verb + subject

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Composing the Message Choosing strong words Writing effective sentences Crafting coherent paragraphs

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Function and Content Words Correctness Suitability –Denotation and connotation –Abstraction and concreteness

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Finding Words that Communicate Well Select powerful words Choose familiar words Avoid clichés and buzzwords Use jargon carefully

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Effective Sentences Simple Compound Complex Compound-Complex A simple sentence has one independent clause. A compound sentence has two independent clauses. A complex sentence has one independent clause and one dependent clause. A compound-complex sentence has two independent clauses and at least one dependent clause.

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Coherent Paragraphs Paragraph elements –Topic sentence –Support sentences –Transitional elements

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Paragraph Development Illustration Comparison and contrast Cause and effect Classification Problem and solution

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Using Technology Style sheets and templates Autocompletion and autocorrection File merge and mail merge Endnotes, footnotes, indexes and tables of contents Document wizards