Lecture Slides Business Communication, 16e, Lehman & DuFrene © 2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Planning Spoken and Written Messages Chapter 3

Chapter 3, Business Communication, 16e, Lehman & DuFrene © 2011 Cengage Learning Process for Planning and Preparing Spoken and Written Messages

Chapter 3, Business Communication, 16e, Lehman & DuFrene © 2011 Cengage Learning Get information Answer a question Accept an offer Deny a request Sell or get support for a product or idea Apologize Step 1a: Determine the Purpose of the Message What do you hope to accomplish with the message?

Chapter 3, Business Communication, 16e, Lehman & DuFrene © 2011 Cengage Learning Step 1b: Select a Channel SituationChannel/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 Routine matter; mass distribution

Chapter 3, Business Communication, 16e, Lehman & DuFrene © 2011 Cengage Learning Age and cultural factors Economic and educational levels Work background Needs and concerns RapportExpectations Step 2: Envision the Audience What should you learn about your audience?

Chapter 3, Business Communication, 16e, Lehman & DuFrene © 2011 Cengage Learning Your Turn What are the results of not understanding the characteristics of the audience? Give an example of a communication situation in which audience needs were not understood or addressed.

Chapter 3, Business Communication, 16e, Lehman & DuFrene © 2011 Cengage Learning 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 ethicallyresponsibly goodwill contemporary simple tactful concisely

Chapter 3, Business Communication, 16e, Lehman & DuFrene © 2011 Cengage Learning 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.

Chapter 3, Business Communication, 16e, Lehman & DuFrene © 2011 Cengage Learning 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

Chapter 3, Business Communication, 16e, Lehman & DuFrene © 2011 Cengage Learning 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

Chapter 3, Business Communication, 16e, Lehman & DuFrene © 2011 Cengage Learning Adapting: Using Contemporary, Easily Understood Language Eliminate outdated expressions Eliminate clichés Choose simple, informal words

Chapter 3, Business Communication, 16e, Lehman & DuFrene © 2011 Cengage Learning 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

Chapter 3, Business Communication, 16e, Lehman & DuFrene © 2011 Cengage Learning 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

Chapter 3, Business Communication, 16e, Lehman & DuFrene © 2011 Cengage Learning Your Turn Give examples of how each of the following factors can cause you to miss the mark in communicating effectively: –Distractions –Misrepresentation –Withholding of information –Emotions and attitudes –Time pressures

Chapter 3, Business Communication, 16e, Lehman & DuFrene © 2011 Cengage Learning Step 4: Select an Appropriate Outline