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

2. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 4 - 2 PlanningWritingCompleting Analyze Situation Gather Information Select Medium Get Organized Revise Produce Proofread Distribute Analyze the Audience Analyze the Audience Compose the Message Compose the Message Three-Step Writing Process

3. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 4 - 3 Adapt to the Audience RelationshipsRelationships SensitivitySensitivity Style and Tone

4. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 4 - 4 Audience Sensitivity Adopt a “You” Attitude Adopt a “You” Attitude Demonstrate Business Etiquette Demonstrate Business Etiquette Emphasize the Positive Emphasize the Positive Use Bias-Free Language Use Bias-Free Language

5. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 4 - 5 The “You” Attitude Instead of ThisUse This To help us process this order, we must ask for another copy of the requisition. So that your order can be filled promptly, please send another copy of the requisition. You should never use that type of paper in the copy machine. That type of paper doesn’t work very well in the copy machine. Instead of ThisUse This

6. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 4 - 6 Business Etiquette Courtesy Respect Diplomacy

7. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 4 - 7 Emphasize the Positive Instead of ThisUse This Cheap Merchandise Fake Used Cars Failing Elderly Person Pimples and Zits Bargain Prices Imitation or faux Resale Cars Underperforming Senior Citizen Complexion Problems

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

9. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 4 - 9 A Strong Audience Relationship Establish Your Credibility Establish Build the Company’s Image Build the Company’s Image

10. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 4 - 10 Establish Your Credibility Performance Self Confidence Sincerity Communication Style Honesty and Objectivity Audience Awareness Credentials/Expertise Endorsements

11. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 4 - 11 Controlling Style And Tone Sentence Structure and Vocabulary ConversationalTone Plain English Active and Passive Voice

12. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 4 - 12 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

13. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 4 - 13 Finding Words That Communicate Use Strong Words Words AvoidClichésAvoidClichés Use Familiar Words Words MinimizeJargonMinimizeJargon

14. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 4 - 14 Coherent Paragraphs Topic Sentences Support Sentences Transitions

15. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 4 - 15 Paragraph Development Illustration Comparison or Contrast Cause and Effect Classification Problem and Solution Demonstrate with examples Use similarities and differences Focus on reasons and outcomes Categorize a general idea Pose a problem, offer a solution TechniqueDescription