1. Prentice Hall, 2005 Excellence in Business Communication 1 Planning Business Messages

2. Prentice Hall, 2005 Excellence in Business Communication 2 Effective Business Writing Purposeful Purposeful Audience-centered Audience-centered Concise Concise

3. Prentice Hall, 2005 Excellence in Business Communication 3 Three-Step Writing Process Planning your message Planning your message Writing your message Writing your message Completing your message Completing your message

4. Prentice Hall, 2005 Excellence in Business Communication 4 Analyze the Situation Purpose Purpose Schedule Schedule Audience Audience

5. Prentice Hall, 2005 Excellence in Business Communication 5 Define Your Purpose General General InformInform PersuadePersuade CollaborateCollaborate Specific Specific Realism Timing Delivery Acceptability

6. Prentice Hall, 2005 Excellence in Business Communication 6 Profile Your Audience Identify primary audience Identify primary audience Determine size Determine size Determine composition Determine composition Gauge level of understanding Gauge level of understanding Consider expectations and preferences Consider expectations and preferences Estimate probable reaction Estimate probable reaction

7. Prentice Hall, 2005 Excellence in Business Communication 7 Gather Information Viewpoints of others Viewpoints of others Reports and company documents Reports and company documents Supervisors, colleagues, customers Supervisors, colleagues, customers Audience input Audience input

8. Prentice Hall, 2005 Excellence in Business Communication 8 Audience Information Needs Required information Required information AccurateAccurate EthicalEthical PertinentPertinent

9. Prentice Hall, 2005 Excellence in Business Communication 9 Adapting the Message Channel Channel Medium Medium Rapport Rapport

10. Prentice Hall, 2005 Excellence in Business Communication 10 Communication Channel Oral Oral TelephoneTelephone Face-to-faceFace-to-face SpeechesSpeeches Electronic mediaElectronic media Written Written Letters Memos E-mail Reports

11. Prentice Hall, 2005 Excellence in Business Communication 11 Media Richness Informational cues Informational cues Feedback Feedback Personal focus Personal focus

12. Prentice Hall, 2005 Excellence in Business Communication 12 Communication Channels Use An Oral ChannelUse A Written Channel Don’t need immediate feedback Detailed, complex message Need permanent record Large, dispersed audience Minimize distortion Need immediate feedback Relatively simple message Don’t need permanent record Easy to assemble audience Encourage interaction

13. Prentice Hall, 2005 Excellence in Business Communication 13 Electronic Media Voice mail Voice mail Teleconferencing Teleconferencing Videotape Videotape Computer conferencing Computer conferencing Faxing Faxing E-mail E-mail Instant messaging Instant messaging Web sites Web sites

14. Prentice Hall, 2005 Excellence in Business Communication 14 Electronic Communication Advantages Advantages SpeedSpeed Time-zonesTime-zones Dispersed audienceDispersed audience Disadvantages Disadvantages Content issues Privacy Productivity

15. Prentice Hall, 2005 Excellence in Business Communication 15 Relating to the Audience Use the “you” attitude Use the “you” attitude Emphasize the positive Emphasize the positive Establish credibility Establish credibility Be polite Be polite Use bias-free language Use bias-free language Project company’s image Project company’s image

16. Prentice Hall, 2005 Excellence in Business Communication 16 The “You” Attitude Instead of this: To help us process this order, we must ask for another copy of the requisition. 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. Use this: So that your order can be filled promptly, please send another copy of the requisition.

17. Prentice Hall, 2005 Excellence in Business Communication 17 The “You” Attitude Instead of this: You should never use that type of paper in the copy machine. 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. Use this: That type of paper doesn’t work very well in the copy machine.

18. Prentice Hall, 2005 Excellence in Business Communication 18 Emphasize the Positive Instead of this: It is impossible to repair your vacuum cleaner today. Instead of this: It is impossible to repair your vacuum cleaner today. Use this: Your vacuum cleaner will be ready by Tuesday. Use this: Your vacuum cleaner will be ready by Tuesday.

19. Prentice Hall, 2005 Excellence in Business Communication 19 Emphasize the Positive Instead of this: Instead of this: Cheap merchandiseCheap merchandise Toilet paperToilet paper Used carsUsed cars High-calorie foodsHigh-calorie foods Elderly personElderly person Pimples and zitsPimples and zits Use this: Use this: Bargain prices Bathroom tissue Resale cars High-energy food Senior citizen Complexion problems

20. Prentice Hall, 2005 Excellence in Business Communication 20 Establish Your Credibility Find common ground Find common ground Explain your credentials Explain your credentials Refer to a trusted authority Refer to a trusted authority Provide ample evidence Provide ample evidence

21. Prentice Hall, 2005 Excellence in Business Communication 21 Politeness and Courtesy Promote goodwill Promote goodwill Practice diplomacy Practice diplomacy Use tact Use tact Be prompt Be prompt

22. Prentice Hall, 2005 Excellence in Business Communication 22 Bias-Free Language Gender Gender Race or ethnicity Race or ethnicity Age Age Disability Disability

23. Prentice Hall, 2005 Excellence in Business Communication 23 Project the Company’s Image Be a spokesperson Be a spokesperson Convey the right impression Convey the right impression Minimize your own views Minimize your own views Maximize company interests Maximize company interests