© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Writing Business Messages

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Three-Step Writing Process Planning Writing Completing

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Adapt to the Audience Sensitivity Relationships Style and tone

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Audience Sensitivity Adopt a “you” attitude Demonstrate business etiquette Emphasize the positive Use bias-free language

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 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.

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Business Etiquette Practice courtesy Be diplomatic Respond promptly

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 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

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Bias-Free Language Age Gender Disability Race or ethnicity

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter A Strong Audience Relationship Establish your credibility Build the company’s image

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Establish Your Credibility Honesty and objectivity Awareness of audience needs Credentials, knowledge, expertise Endorsements Performance Communication style

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Build the Company’s Image Stay positive Be a spokesperson Minimize your views Observe others Ask for assistance Support the company

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Controlling Style and Tone Use a conversational tone Write in plain English Select active or passive voice

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Conversational Tone Business messages –Avoid using pompous language –Avoid preaching or bragging –Control emotions and intimacy –Use humor carefully

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Writing in Plain English Straightforward Easily to understand Conversational

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Using the Right Voice Active voice –Subject + verb + object Passive voice –Object + verb + subject

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Composing the Message Word choice Sentences Paragraphs

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Choosing the Best Words Correct grammar Effectiveness –Function words and content words Denotation and connotation Abstraction and concreteness

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Finding Words that Communicate Choose strong words Prefer familiar words Avoid clichés Use jargon carefully

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Effective Sentences Types of sentences –Simple –Compound –Complex –Compound-complex

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Coherent Paragraphs Paragraph elements –Topic sentence –Related sentences –Transitions

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Paragraph Development Illustration Comparison and contrast Cause and effect Classification Problem and solution

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Effective Consider your readers Take pride in your work Protect your reputation

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Composing Appropriate content Personal messages Chain of command hygiene

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Sending Business Composing –Follow company policy –Use common sense Getting organized –Create a subject line –Control your emotions

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Word Processing Tools Style sheets and templates Auto completion or correction File or mail merge Endnotes and footnotes Indexes and tables of contents Wizards