1. © Prentice Hall, 2008 Business Communication Today, 9eChapter 5 - 1 Writing Business Messages

2. © Prentice Hall, 2008 Business Communication Today, 9eChapter 5 - 2 Three-Step Writing Process Planning Writing Completing

3. © Prentice Hall, 2008 Business Communication Today, 9eChapter 5 - 3 Adapt to the Audience Sensitivity Relationships Style and tone

4. © Prentice Hall, 2008 Business Communication Today, 9eChapter 5 - 4 Audience Sensitivity 1.Adopt a “you” attitude 2.Demonstrate business etiquette 3.Emphasize the positive 4.Use bias-free language

5. © Prentice Hall, 2008 Business Communication Today, 9eChapter 5 - 5 1. Using the “You” Attitude Focus on your audience Practice genuine empathy Be sensitive to situations Keep criticism professional

6. © Prentice Hall, 2008 Business Communication Today, 9eChapter 5 - 6 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.

7. © Prentice Hall, 2008 Business Communication Today, 9eChapter 5 - 7 The “You” Attitude 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.

8. © Prentice Hall, 2008 Business Communication Today, 9eChapter 5 - 8 2. Business Etiquette Practice courtesy Be diplomatic Respond promptly

9. © Prentice Hall, 2008 Business Communication Today, 9eChapter 5 - 9 3. 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

10. © Prentice Hall, 2008 Business Communication Today, 9eChapter 5 - 10 4. Bias-Free Language Age Gender Disability Race or ethnicity

11. © Prentice Hall, 2008 Business Communication Today, 9eChapter 5 - 11 Build Audience Relationships Establish your credibility Promote your company’s image

12. © Prentice Hall, 2008 Business Communication Today, 9eChapter 5 - 12 Establish Your Credibility Honesty and objectivity Awareness of audience needs Credentials, knowledge, expertise Endorsements Confidence and performance Communication style Sincerity

13. © Prentice Hall, 2008 Business Communication Today, 9eChapter 5 - 13 Build Company Image Be a spokesperson Promote company interests Follow company guidelines Observe experienced colleagues Ask for assistance

14. © Prentice Hall, 2008 Business Communication Today, 9eChapter 5 - 14 Controlling Style and Tone Use a conversational tone Write in plain English Select active or passive voice

15. © Prentice Hall, 2008 Business Communication Today, 9eChapter 5 - 15 Use a Conversational Tone Business messages –Avoid obsolete or pompous language –Avoid preaching or bragging –Be careful with intimacy –Use humor carefully

16. © Prentice Hall, 2008 Business Communication Today, 9eChapter 5 - 16 Write in Plain English Straightforward Easy to understand Conversational

17. © Prentice Hall, 2008 Business Communication Today, 9eChapter 5 - 17 Use the Right Voice Active voice –Subject + verb + object Passive voice –Object + verb + subject

18. © Prentice Hall, 2008 Business Communication Today, 9eChapter 5 - 18 Composing the Message Choosing strong words Writing effective sentences Crafting coherent paragraphs

19. © Prentice Hall, 2008 Business Communication Today, 9eChapter 5 - 19 Functional and Content Words Correctness Suitability –Denotation and connotation –Abstraction and concreteness

20. © Prentice Hall, 2008 Business Communication Today, 9eChapter 5 - 20 Finding Words that Communicate Well Select powerful words Choose familiar words Avoid clichés and buzzwords Use jargon carefully

21. © Prentice Hall, 2008 Business Communication Today, 9eChapter 5 - 21 Effective Sentences Simple Compound Complex Compound-complex

22. © Prentice Hall, 2008 Business Communication Today, 9eChapter 5 - 22 Coherent Unified Paragraphs Paragraph elements –Topic sentence –Support sentences –Transitional elements

23. © Prentice Hall, 2008 Business Communication Today, 9eChapter 5 - 23 Paragraph Development Illustration Comparison and contrast Cause and effect Classification Problem and solution

24. © Prentice Hall, 2008 Business Communication Today, 9eChapter 5 - 24 Using Technology Style sheets and templates Autocompletion and autocorrection File merge and mail merge Endnotes, footnotes, indexes and tables of contents Document wizards