1. © Prentice Hall, 2005 Business Communication Today 8eChapter 5 - 1 Writing Business Messages

2. © Prentice Hall, 2005 Business Communication Today 8eChapter 5 - 2 Three-Step Writing Process Planning Writing Completing

3. © Prentice Hall, 2005 Business Communication Today 8eChapter 5 - 3 Adapt to the Audience Sensitivity Relationships Style and tone

4. © Prentice Hall, 2005 Business Communication Today 8eChapter 5 - 4 Audience Sensitivity Adopt a “you” attitude Demonstrate business etiquette Emphasize the positive Use bias-free language

5. © Prentice Hall, 2005 Business Communication Today 8eChapter 5 - 5 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.

6. © Prentice Hall, 2005 Business Communication Today 8eChapter 5 - 6 Business Etiquette Practice courtesy Be diplomatic Respond promptly

7. © Prentice Hall, 2005 Business Communication Today 8eChapter 5 - 7 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

8. © Prentice Hall, 2005 Business Communication Today 8eChapter 5 - 8 Bias-Free Language Age Gender Disability Race or ethnicity

9. © Prentice Hall, 2005 Business Communication Today 8eChapter 5 - 9 A Strong Audience Relationship Establish your credibility Build the company’s image

10. © Prentice Hall, 2005 Business Communication Today 8eChapter 5 - 10 Establish Your Credibility Honesty and objectivity Awareness of audience needs Credentials, knowledge, expertise Endorsements Performance Communication style

11. © Prentice Hall, 2005 Business Communication Today 8eChapter 5 - 11 Build the Company’s Image Stay positive Be a spokesperson Minimize your views Observe others Ask for assistance Support the company

12. © Prentice Hall, 2005 Business Communication Today 8eChapter 5 - 12 Controlling Style and Tone Use a conversational tone Write in plain English Select active or passive voice

13. © Prentice Hall, 2005 Business Communication Today 8eChapter 5 - 13 Conversational Tone Business messages –Avoid using pompous language –Avoid preaching or bragging –Control emotions and intimacy –Use humor carefully

14. © Prentice Hall, 2005 Business Communication Today 8eChapter 5 - 14 Writing in Plain English Straightforward Easily to understand Conversational

15. © Prentice Hall, 2005 Business Communication Today 8eChapter 5 - 15 Using the Right Voice Active voice –Subject + verb + object Passive voice –Object + verb + subject

16. © Prentice Hall, 2005 Business Communication Today 8eChapter 5 - 16 Composing the Message Word choice Sentences Paragraphs

17. © Prentice Hall, 2005 Business Communication Today 8eChapter 5 - 17 Choosing the Best Words Correct grammar Effectiveness –Function words and content words Denotation and connotation Abstraction and concreteness

18. © Prentice Hall, 2005 Business Communication Today 8eChapter 5 - 18 Finding Words that Communicate Choose strong words Prefer familiar words Avoid clichés Use jargon carefully

19. © Prentice Hall, 2005 Business Communication Today 8eChapter 5 - 19 Writing Effective Sentences Types of sentences –Simple –Compound –Complex –Compound-complex

20. © Prentice Hall, 2005 Business Communication Today 8eChapter 5 - 20 Writing Coherent Paragraphs Paragraph elements –Topic sentence –Related sentences –Transitions

21. © Prentice Hall, 2005 Business Communication Today 8eChapter 5 - 21 Effective Transitions Additional Detail Causal Relationship Comparison Contrast Illustration Time Sequence Summary Moreover, furthermore, in addition Therefore, because, since, thus Similarly, likewise, still, in comparison Whereas, conversely, yet, however For example, in particular, in this case Formerly, after, meanwhile, sometimes In brief, in short, to sum up

22. © Prentice Hall, 2005 Business Communication Today 8eChapter 5 - 22 Paragraph Development Illustration Comparison and contrast Cause and effect Classification Problem and solution

23. © Prentice Hall, 2005 Business Communication Today 8eChapter 5 - 23 Composing E-Mail Keep content appropriate Avoid personal messages Respect the chain of command Promote e-mail hygiene Don’t send unnecessary messages Avoid insensitive, insulting e-mail

24. © Prentice Hall, 2005 Business Communication Today 8eChapter 5 - 24 Arranging E-Mail Arranging –Include the original question –State the desired response –Write a concise message

25. © Prentice Hall, 2005 Business Communication Today 8eChapter 5 - 25 Adapting E-Mail Level of formality –Audience –Purpose Informative subject line Personalized message

26. © Prentice Hall, 2005 Business Communication Today 8eChapter 5 - 26 Formatting E-Mail Prefer basic formatting Use proper capitalization Minimize acronyms Avoid emoticons

27. © Prentice Hall, 2005 Business Communication Today 8eChapter 5 - 27 Word Processing Tools Style sheets and templates Auto completion or correction File or mail merge Endnotes and footnotes Indexes and tables of contents Wizards