© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Planning Business Messages

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Effective Business Messages Purposeful Audience-centred Concise

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Three-Step Writing Process Planning Writing Completing

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Analyze Your Purpose General –Inform –Persuade –Collaborate Specific –Realism –Timing –Delivery –Acceptability

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Develop an Audience Profile Identify primary audience Determine size Determine composition Gauge level of understanding Estimate probable reaction

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Gather Information Formal sources Opinions of others Interviews Company files Employees or customers Audience input

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Provide Information Accurate Complete Ethical Pertinent

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Business Communication Channels and Media Oral channel Written channel

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Selecting the Best Channel and Medium Message style and tone Feedback Audience perception Time Cost Audience expectation

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Relating to the Audience Use the “you” attitude Emphasize the positive Establish credibility Be polite Use bias-free language Project company’s image

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter 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

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Emphasize the Positive Instead of ThisUse This It is impossible to repair your vacuum cleaner today. Your vacuum cleaner will be ready by Tuesday. Cheap merchandise Toilet paper Elderly person Bargain prices Bathroom tissue Senior citizen Instead of ThisUse This

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Establish Credibility Show understanding Explain credentials Avoid exaggerating Believe in yourself

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Be Polite Instead of ThisUse This You really fouled things up with that last computer run. Let’s review what went wrong so that the next computer run goes smoothly. You’ve been sitting on our order for two weeks. We need it now! We are eager to receive our order. When can we expect delivery? Instead of ThisUse This

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Bias-Free Language Gender Race or ethnicity Age Disability

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter The Company’s Image Be a spokesperson Convey the right impression Minimize your own views Maximize the company’s interests