1. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 3 - 1 Business Messages PurposefulPurposeful Audience-CenteredAudience-Centered EfficientEfficient

2. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 3 - 2 Define Your Purpose General Purpose Specific Purpose To Inform To Persuade To Collaborate Your Goals Audience Thoughts Audience Actions

3. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 3 - 3 Profile Your Audience Primary Members Size and location Composition Level of knowledge and understanding Expectations and reactions Probable Reaction

4. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 3 - 4 Gather Information Informal Methods Viewpoints of Others Viewpoints CompanyDocuments and Reports CompanyDocuments Supervisors,Colleagues, and Customers Supervisors,Colleagues, AudienceInputAudienceInput

5. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 3 - 5 Face to face conversations Interviews Speeches In-person presentations Meetings Phone conversations E-mail Instant Messaging Memos Letters Reports Advertisements Select the Right Medium Oral MediaWritten Media

6. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 3 - 6 Analysis of Oral Media AdvantagesDisadvantages Limited participation May not be permanent Reduced control No editing or revision Immediate feedback Ease of interaction Rich non-verbal cues Emotional content

7. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 3 - 7 Analysis of Written Media AdvantagesDisadvantages Delayed feedback Few nonverbal cues Distribution issues Preparation time Planning and control Permanent record Wide audience Minimal distortion

8. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 3 - 8 Electronic Media AdvantagesDisadvantages Delivery speed Audience reach Personalization Multimedia formats Accessibility/openness Tension/conflict Easy to overuse Security threats Privacy concerns Productivity issues

9. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 3 - 9 Choosing the Best Medium Notes, Letters, Memos Fliers, Bulletins, Standard Reports TelephoneE-mail Face-to-Face LeanerRicher A Continuum of Media Richness

10. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 3 - 10 Choosing Message Media Choosing Message Media SenderIntentionsSenderIntentionsUrgency and Cost Urgency AudiencePreferencesAudiencePreferences MessageFormalityMessageFormalityMediaLimitationsMediaLimitations

11. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 3 - 11 Organizing the Message Increases Acceptance Saves Audience Time Boosts Understanding Promotes Productivity

12. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 3 - 12 4. Organizing the Message Define main idea Limit scope Choose approach (direct or indirect) Outline content

13. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 3 - 13 Generating Ideas Brainstorming – Generate as many ideas as possible without criticizing or stopping Storyteller’s Tour – Tape your ideas and then analyze and clarify your message in writing Journalistic Approach – Five W’s and an H Question-Answer Chain – Start with a question the audience may have – work back to what they need to know. need to know.

14. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 3 - 14 Choosing the Approach Direct Approach (Deductive) Direct Approach (Deductive) Indirect Approach (Inductive) Indirect Approach (Inductive) Audience Reaction Message Length Message Type

15. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 3 - 15 Choosing the Approach Audience Reaction Message Opening Message Body Message Closing Eager/Interested/ Pleased/Neutral DispleasedUninterested/Unwilling Main idea, good news, or request Necessary details Cordial comment or statement about specific action Neutral buffer statement Reasons/justification, bad news, positive suggestion Cordial close Attention-getting statement/question Arousing interest, building desire Request for action

16. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 3 - 16 Constructing Outlines I.First Major Part A.First subpoint B.Second subpoint 1.Evidence 2.Evidence C.Third subpoint II.Second Major Point A.First subpoint B.Second subpoint 1.0First Major Part 1.1First subpoint 1.2Second subpoint 1.2.1Evidence 1.2.2Evidence 1.3Third subpoint 2.0Second Major Point 2.1First subpoint 2.2Second subpoint AlphanumericDecimal

17. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 4 - 17 PlanningWritingCompleting Analyze Situation Gather Information Select Medium Get Organized Revise Produce Proofread Distribute Adapt to your Audience Adapt to your Audience Compose the Message Compose the Message Three-Step Writing Process

18. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 4 - 18 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

19. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 4 - 19 The “You” Attitude Instead of ThisUse This You should never use that type of paper in the copy machine. 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. That type of paper doesn’t work very well in the copy machine

20. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 4 - 20 Business Etiquette When writing a business message, use the following three concepts to develop a successful communication. Always look at the situation and the audience when developing your document. Respect Courtesy Diplomacy

21. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 4 - 21 Emphasize the Positive Instead of ThisUse This Cheap Merchandise Fake Used Cars Failing Elderly Person Pimples and Zits Bargain Prices Imitation Resale Cars Underperforming Senior Citizen Complexion Problems

22. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 4 - 22 Bias-Free Language Age Gender Disability Racial or Ethnic Racial or Ethnic

23. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 4 - 23 A Strong Audience Relationship Establish Your Credibility Establish Build the Company’s Image Build the Company’s Image

24. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 4 - 24 Establish Your Credibility Performance Self Confidence Sincerity Communication Style Honesty and Objectivity Audience Awareness Credentials/Expertise Endorsements

25. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 4 - 25 Build the Company’s Image Support the Company Ask for Advice Observe Colleagues

26. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 4 - 26 Controlling Style And Tone Sentence Structure and Vocabulary

27. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 4 - 27 Conversational Tone Business Messages Pompous or Obsolete LanguagePompous LanguagePreaching or Bragging Preaching Emotion or Intimacy Intimacy Humor or Satire Satire Avoid UsingUse Carefully

28. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 4 - 28 Writing in Plain English Straightforward Easy to Understand Conversational

29. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 4 - 29 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

30. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 4 - 30 Word Choice SentencesSentences ParagraphsParagraphs Composing the Message- three important elements

31. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 4 - 31 Choosing Strong Words Content WordsFunction Words Unchanging Meaning Mechanical Usage Denotations Concrete Words Connotations Abstract Words Correct Grammar and Word Use

32. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 4 - 32 Finding Words That Communicate Use Strong Words Words AvoidClichésAvoidClichés Use Familiar Words Words MinimizeJargonMinimizeJargon

33. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 4 - 33 Coherent Paragraphs Topic Sentences Support Sentences Transitions

34. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 4 - 34 Using Technology Style sheets and Templates Auto completion and correction File Merge and Mail Merge End Notes and Foot Notes Index and Table of Contents Document Wizards