1. © 2009 Cengage Learning. All rights reserved.1 Planning Written and Spoken Messages Chapter 4 Lecture Slides

2. © 2009 Cengage Learning. All rights reserved2 Learning Objective 1 Identify the purposes and type of message 1

3. © 2009 Cengage Learning. All rights reserved.3 Planning Written and Spoken Messages 1 1234567 Deter- mine the purpose and select the channel Envision the audience Consider the context Choose a channel and the medium Adapt the message to audience needs and concerns Organize the message Prepare the first draft

4. © 2009 Cengage Learning. All rights reserved.4 The Purpose of the Message To Inform To Persuade To Convey Goodwill To Establish Credibility 1

5. © 2009 Cengage Learning. All rights reserved. 5 Determine the Type of Message Good news messages: positive news, messages of appreciation or thank-you notes Neutral messages: routine messages, requests and claims, customer orders and credit, procedures Bad news messages: refusals of requests and claims, denials of credit, and problems with customer orders Persuasive messages: sales messages and persuasive requests 1

6. 6© 2009 Cengage Learning. All rights reserved. Communicate Ethically & Responsibly State information as truthfully and fairly as possible Do not exaggerate facts Express ideas understandably Support viewpoint with facts State ideas with consideration that preserves receiver’s self-worth Design honest graphics 1

7. © 2009 Cengage Learning. All rights reserved7 Learning Objective 2 Develop clear perceptions of the audience to enhance the impact of the communication and human relations. 2

8. © 2009 Cengage Learning. All rights reserved.8 Envision the Audience Age Economic level Education and work background Needs and concerns Culture Rapport Expectations What should you learn about your audience? 2

9. © 2009 Cengage Learning. All rights reserved.9 Types of Workplace Audiences 1.Managerial: look for the “big picture” and tend to ignore details 2.Non-expert: know little about a subject and need more details 3.Expert: know as much about the topic as you do 4.International/multicultural: may not speak English as a first language and may have differing cultural interpretations of symbols and behaviors 5.Mixed: all of the above 2

10. © 2009 Cengage Learning. All rights reserved.10 Audience Perceptions Previous experiences Attitude toward sender and ourselves Attitude toward subject Experience with channel, especially in electronic communication Audience perception is colored by: 2

11. © 2009 Cengage Learning. All rights reserved11 Learning Objective 3 Consider the context of the message and any environmental influences that may affect its delivery. 3

12. © 2009 Cengage Learning. All rights reserved.12 Step 3: Consider the Context CONTEXTUAL DIMENSIONS 3 Physical Context Social Context Chronological Context Cultural Context

13. © 2009 Cengage Learning. All rights reserved.13 Physical Context How would these settings would change an interaction? Office Hallway Company Picnic Mall 3 Setting can influence the content and quality of interactions

14. © 2009 Cengage Learning. All rights reserved.14 Social Context How would these types of relationships would change an interaction: Friendly Cordial Contentious 3 The nature of the relationship between communicators

15. © 2009 Cengage Learning. All rights reserved.15 Chronological Context The ways time influences interactions 3

16. © 2009 Cengage Learning. All rights reserved.16 Cultural Context Includes the organizational culture as well as the cultural backgrounds of individual members. 3

17. © 2009 Cengage Learning. All rights reserved.17 Remember This! Organizational Culture: a system of shared meanings and practices held by members that distinguish the organization from other organizations. 3

18. © 2009 Cengage Learning. All rights reserved18 Learning Objective 4 Determine the appropriate channel and media for communicating the message. 4

19. © 2009 Cengage Learning. All rights reserved.19 Things to Consider When Considering Channel and Media Richness vs. leanness Need for interpretation (ambiguity) Speed of establishing contact Time required for feedback Cost Amount of information conveyed Permanent record Control over the message 4

20. © 2009 Cengage Learning. All rights reserved20 Two-Way, Face-To-Face IN PERSON Communicate an unpleasant or highly emotional message that may be subject to misinterpretation, a persuasive message, follow-up to a complex written message, or a personal message. 4

21. © 2009 Cengage Learning. All rights reserved21 Two-Way, Face-To-Face TRADITIONAL GROUP MEETING Provides an optimal communication environment for discussing and reaching consensus on critical issues. 4

22. © 2009 Cengage Learning. All rights reserved22 Two-Way, Face-To-Face VIDEO OR TELECONFERENCE Provide an optimal communication environment for discussing and reaching a consensus on critical issues when members are geographically dispersed. 4

23. © 2009 Cengage Learning. All rights reserved23 Two-Way, Not Face-To-Face TELEPHONE CALL Deliver or obtain pleasant or routine information instantly. 4

24. © 2009 Cengage Learning. All rights reserved24 Two-Way, Not Face-To-Face VOICE MAIL MESSAGE Leave message the receiver can reply to when convenient, eliminating telephone tag. 4

25. © 2009 Cengage Learning. All rights reserved25 Two-Way, Not Face-To-Face ELECTRONIC MAIL / INSTANT MESSAGING Deliver the same message to a large, dispersed audience; inappropriate for personal, confidential, or highly sensitive messages because of privacy issues. Contact colleagues while on the telephone or provide or seek general information. 4

26. © 2009 Cengage Learning. All rights reserved26 One Way, Not Face-To-Face Letter or memorandum Report or proposal Web page or blog Text messaging Deliver written record of information internally or externally. Provide written record of procedures or policy. Communicate complex or lengthy information. Engage in a free-flowing dialog that ensures timely distribution and capture of knowledge about a topic of interest. Give immediate access to short, important messages that can be retrieved discreetly between events or detailed information that can be sent more accurately and easily than by voice mail. 4

27. © 2009 Cengage Learning. All rights reserved27 Learning Objective 5 Apply techniques for adapting messages to the audience. 5

28. © 2009 Cengage Learning. All rights reserved.28 Focus on Receiver’s View Point “Me” Attitude “You” Attitude I want to congratulate you on your award. Congratulations! You are the Employee of the Year. I am interested in ordering... Please send me... (You is the understood subject.) I give you permission to take an extra day of vacation. You earned an extra day of vacation because of your performance. 5

29. © 2009 Cengage Learning. All rights reserved29 When Compliments Go “Bad” Compliments can do more harm than good if paid at the wrong time, in the wrong setting, in the presence of the wrong people, or for the wrong reasons. 5

30. © 2009 Cengage Learning. All rights reserved30 Learning Objective 6 Recognize the importance of organizing a message before writing the first draft and select the appropriate message outline (deductive or inductive) for developing messages to achieve the desired response. 6

31. © 2009 Cengage Learning. All rights reserved.31 Sender Benefits from Outlining Encourages ________ and _______ Permits _____________ on one phase at a time Saves time in ___________ ideas Provides a ______________ lift Facilitates appropriate _________ of ideas accuracybrevity concentration structuring psychological emphasis 6

32. © 2009 Cengage Learning. All rights reserved.32 Receiver Benefits from Outlining Makes messages more concise and accurate Makes relationships between ideas easier to distinguish and remember Promotes a positive reaction to the message and the sender 6

33. © 2009 Cengage Learning. All rights reserved.33 Select an Outline for Written and Spoken Messages 6

34. © 2009 Cengage Learning. All rights reserved34 Learning Objective 7 Prepare the first draft. 7

35. © 2009 Cengage Learning. All rights reserved.35 Get Ready, Set, Write! 1.Brainstorm 2.Write rapidly 3.Intend to write and rewrite 4.Revise until document is perfect 5.Consider using technological help 6.Create purposeful, effective, logical final draft 7

36. © 2009 Cengage Learning. All rights reserved.36 Get Ready to Write Message type and purpose Logical Sequence Begin composing message Channel and medium Context of message Audience needs & perspective Inductive or deductive 7