1. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 4 - 1 Writing Business Messages

2. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 4 - 2 The Three-Step Process Planning Writing Completing

3. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 4 - 3 Adapt to the Audience Be sensitive to audience’s needs Build strong relationships Control style and tone

4. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 4 - 4 Audience Sensitivity Adopt a “you” attitude Demonstrate business etiquette Emphasize the positive Use bias-free language

5. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 4 - 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, 2007 Business Communication Essentials, 3eChapter 4 - 6 Business Etiquette Show respect Be courteous Use diplomacy

7. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 4 - 7 Emphasize the Positive Instead of this: –Cheap merchandise –Fake –Used cars –High-calorie foods –Elderly person –Pimples and zits Use this: –Bargain prices –Imitation or faux –Resale cars –High-energy food –Senior citizen –Complexion problems

8. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 4 - 8 Bias-Free Language Age Gender Disability Race or ethnicity

9. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 4 - 9 Strong Audience Relationship Establish your credibility Build the company’s image

10. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 4 - 10 Establish Your Credibility Honesty and objectivity Audience awareness Credentials, knowledge, expertise Endorsements Performance Confidence Sincerity Communication style

11. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 4 - 11 Build the Company’s Image Support the company Ask for advice Observe experienced colleagues

12. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 4 - 12 Controlling Style and Tone Use a conversational tone Write in plain English Select active or passive voice

13. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 4 - 13 Conversational Tone Business messages –Avoid using pompous language –Avoid preaching or bragging –Control emotions and intimacy –Use humor carefully

14. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 4 - 14 Writing in Plain English Straightforward Easy to understand Conversational

15. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 4 - 15 Using the Right Voice Active voice –Subject + verb + object Passive voice –Object + verb + subject

16. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 4 - 16 Composing Business Messages Controlling style and tone Writing effective sentences Writing coherent paragraphs

17. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 4 - 17 Control Style and Tone Use a conversational tone Avoid obsolete language Avoid intimacy Avoid humor Avoid preaching or bragging Write in plain English

18. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 4 - 18 Select the Best Words Abstract words –Intellectual –Academic –Philosophical –Conceptual Concrete words –Direct –Material –Exact –Tangible

19. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 4 - 19 Expressing Your Thoughts Select strong words Choose familiar words Avoid clichés Minimize jargon

20. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 4 - 20 Create Effective Sentences Types of sentences –Simple –Compound –Complex –Compound-complex

21. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 4 - 21 Using the Right Voice Subject + Verb + Object Joe rented the car. Active Voice Object + Verb + Subject The car was rented by Joe. Passive Voice CharacteristicsCharacteristics Direct Concise Vigorous Indirect Tactful Reserved

22. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 4 - 22 Paragraph Length and Form Topic sentence Support sentences Transitional elements

23. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 4 - 23 Paragraph Development Illustration Comparison and contrast Cause and effect Classification Problem and solution

24. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 4 - 24 Using Technology Style sheets and templates Auto-completion or auto-correction File or mail merge Endnotes and footnotes Indexes and tables of contents Wizards

25. © Prentice Hall, 2007 Business Communication Essentials, 3eChapter 4 - 25 Reviewing Key Points Reviewing the three-step process Adapting to your audience Composing your message Using technology wisely