1. Assignments Turned In Communication and Technology Planning and Writing of Business Messages Team Project: Timeline Quiz Topics for Week 3

2. Building Business Communication Skills InterculturalSensitivityInterculturalSensitivityWorkplaceSensitivityWorkplaceSensitivityCommunicationTechnologyCommunicationTechnology EthicalConsiderationsEthicalConsiderationsAudience-CenteredApproachAudience-CenteredApproach

3. Communication Technology Voice Technologies Virtual Agents Mobile Communication Networking Advances

4. Activity: Technology Form groups of 3-4 people. After being assigned a communication technology type, describe the features identify the advantages and disadvantages of using the technology identify an example of when a business would effectively use it Identify a spokesperson to report out.

5. Using Technological Tools Internet E-mail Mobile Computing Voice Mail Maintain Perspective Boost Productivity Reconnect with People

6. Planning Business Messages

7. Business Messages PurposefulPurposeful Audience-CenteredAudience-Centered EfficientEfficient

8. PlanningWritingCompleting Analyze Situation Gather Information Select Medium Get Organized Revise Produce Proofread Distribute Adapt to the Audience Adapt to the Audience Compose the Message Compose the Message Three-Step Writing Process AIMO

9. Ask specific questions to identify purpose: What observable, specific outcome(s) do I want? What will success look like? Inform employees or customers Persuade Collaborate and promote goodwill Define Your Purpose AIMO

10. Analyze Your Purpose Will anything change? Will anything change? Is the purpose realistic? Is the purpose realistic? Is the timing right? Is the timing right? Is the purpose acceptable? Is the purpose acceptable? AIMO

11. Analyze Your Audience Primary members Size and location n Composition AIMO Knowledge Level Expectations Probable reaction Concerns What they need to know

12. Example of Audience Analysis RoleFinance Analysts Size and locationGroup 1: 75 from China, Penang and Costa Rica Group 2: 25 from US and Israel CompositionGroup 1: Culture and language differ from US; many inexperienced users Group 2: Experienced users Knowledge levelLittle to no knowledge of application look and feel ExpectationsThey will be trained before Close period so they can perform their job. Need many details about the application before implementation. ConcernsThey will get bogged down by the new system and have a steep learning curve, preventing them from doing their job Probable reactionNot happy about the change Need to knowSimilarities to current version of application; resources for training and help.

13. In groups of 3.... Receive assignment on page 68. Complete activity to analyze audiences: –Who is my audience? –What is my audience’s attitude toward the subject? –What does my audience need to know? Identify a spokesperson to report out. Activity: Audience Analysis

14. In your project teams, identify the following for your audience: Concerns- what is your audience concerned about Customers – who are they and what are their needs/expectations Primary areas of concern/focus Probable reaction/concerns to your persuasion What information they need to know about your subject to be persuaded Activity: Your Team’s Audience

15. PlanningWritingCompleting Analyze Situation Gather Information Select Medium Get Organized Revise Produce Proofread Distribute Adapt to the Audience Adapt to the Audience Compose the Message Compose the Message Three-Step Writing Process AIMO

16. Internet/electronic databases Viewpoints/input from others Interviews Survey Brainstorming Gathering Information Business books AIMO Periodicals Company documents and reports

17. PlanningWritingCompleting Analyze Situation Gather Information Select Medium Get Organized Revise Produce Proofread Distribute Adapt to the Audience Adapt to the Audience Compose the Message Compose the Message Three-Step Writing Process AIMO

18. Select the Right Medium Oral MediaWritten Media AIMO

19. ElectronicMedia Telephone Calls Teleconferencing and Meeting Online ElectronicDocuments InstantMessaging Global Communication Voice Mail Videotapes and DVDs Faxes and E-mail Websites, Blogs and Podcasts

20. PlanningWritingCompleting Analyze Situation Gather Information Select Medium Get Organized Revise Produce Proofread Distribute Adapt to the Audience Adapt to the Audience Compose the Message Compose the Message Three-Step Writing Process AIMO

21. Sequencing Messages Direct Approach Indirect Approach Audience Reaction Message Length Message Type AIMO

22. 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 AIMO

23. Organizing Business Messages Organizing Business Messages Direct Approach Main idea comes first followed by details and explanations Main idea comes first followed by details and explanations Direct Approach

25. Organizing Business Messages Organizing Business Messages Indirect Approach Explanation precedes main idea Explanation precedes main idea Indirect Approach

27. In pairs... Receive assignment on page 69. Complete the activity, identifying the most appropriate approach (direct or indirect). Identify a spokesperson to report out. Activity: Choosing the Approach

28. Writing Business Messages

29. PlanningWritingCompleting Analyze Situation Gather Information Select Medium Get Organized Revise Produce Proofread Distribute Adapt to the Audience Adapt to the Audience Compose the Message Compose the Message Three-Step Writing Process AC

30. Adapt to the Audience RelationshipsRelationships SensitivitySensitivity Style and Tone ACAC

31. 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 ACAC

32. The “You” Attitude Instead of this...Use 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. ACAC Speak in terms of your audience’s wishes, interests, hopes and preferences.

33. Instead of this...Use this... We are now offering H-P computers at discounted prices. You can now purchase H-P computers at discounted prices. We are pleased to announce that you have been approved to enroll in our leadership training program. Congratulations! You have been selected to enter our leadership training program! The “You” Attitude

34. In pairs... Receive assignment on page 94. Complete activity, identifying revisions to ineffectively written statements. Write effectively written statements. Identify a spokesperson to report out. Activity: Using the “You” Attitude

35. Inform readers of what can be done instead of what cannot be done. Instead of this...Try this... Employees may not use the First Street entrance during remodeling. Employees may use the Market Street entrance during remodeling. We cannot fill your order until we receive an exact model number. We can fill your order once we receive an exact model number. We must withhold payment until you complete the job satisfactorily. You will promptly be paid once the job is completed satisfactorily. ACAC Emphasize the Positive

36. 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

37. In pairs... Receive assignment on page 94. Complete activity, identifying revisions to ineffectively written statements. Write effectively written statements. Identify a spokesperson to report out. Activity: Emphasizing the Positive

38. A Strong Audience Relationship Establish Your Credibility Establish Build the Company’s Image Build the Company’s Image ACAC

39. Writing in Plain English Straightforward Easy to Understand Conversational ACAC

40. In groups of 3 people... Review the example of a business message. Discuss the following: – purpose – primary audience – readability Critique the following: – conversational, yet professional – positive, familiar language – inclusive language Identify spokesperson to report out. Activity

41. Word Choice SentencesSentences ParagraphsParagraphs Composing the Message ACAC