© Prentice Hall, 2003 Business Communication TodayChapter Planning Business Messages

© Prentice Hall, 2003 Business Communication TodayChapter Effective Business Writing Purposeful Audience-centered Concise

© Prentice Hall, 2003 Business Communication TodayChapter Three-Step Writing Process Planning Writing Completing

© Prentice Hall, 2003 Business Communication TodayChapter Analyze Your Purpose General –Inform –Persuade –Collaborate Specific –Realism –Timing –Delivery –Acceptability

© Prentice Hall, 2003 Business Communication TodayChapter Profile Your Audience Identify primary audience Determine size Determine composition Gauge level of understanding Project expectations and preferences Estimate probable reaction

© Prentice Hall, 2003 Business Communication TodayChapter Gather Information Viewpoints of others Reports and company documents Supervisors, colleagues, customers Audience input

© Prentice Hall, 2003 Business Communication TodayChapter Provide Information Be sure information is accurate Be sure information is ethical Be sure information is pertinent

© Prentice Hall, 2003 Business Communication TodayChapter Channel and Medium Media richness –Leaner Fliers, bulletins, and reports –Richer Conversations, meetings, presentations

© Prentice Hall, 2003 Business Communication TodayChapter Communication Channels Use an oral channel –Need immediate feedback –Relatively simple message –Don’t need a permanent record –Easy to assemble the audience –Encourage interaction

© Prentice Hall, 2003 Business Communication TodayChapter Communication Channels Use a written channel –Don’t need immediate feedback –Detailed, complex message –Need a permanent record –Large, dispersed audience –Minimize distortion

© Prentice Hall, 2003 Business Communication TodayChapter Electronic Media Voice mail Teleconferencing Videotape Computer conferencing Faxing Instant messaging Websites

© Prentice Hall, 2003 Business Communication TodayChapter Electronic Communication Advantages –Speed –Time-zones –Dispersed audience Disadvantages –Content issues –Privacy –Productivity

© Prentice Hall, 2003 Business Communication TodayChapter 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, 2003 Business Communication TodayChapter 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, 2003 Business Communication TodayChapter 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, 2003 Business Communication TodayChapter 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, 2003 Business Communication TodayChapter Establish Credibility Show understanding Explain credentials Provide evidence Be sincere Believe in yourself

© Prentice Hall, 2003 Business Communication TodayChapter Politeness and Courtesy Promote goodwill Practice diplomacy Use tact Be prompt

© Prentice Hall, 2003 Business Communication TodayChapter Bias-Free Language Gender Race or ethnicity Age Disability

© Prentice Hall, 2003 Business Communication TodayChapter The Company’s Image Be a spokesperson Convey the right impression Minimize your own views Maximize company interests