1. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 5 - 1 Writing Business Messages

2. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 5 - 2 Three-Step Writing Process Planning Writing Completing

3. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 5 - 3 Adapt to the Audience Sensitivity Relationships Style and tone

4. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 5 - 4 Audience Sensitivity Adopt a “you” attitude Demonstrate business etiquette Emphasize the positive Use bias-free language

5. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 5 - 5 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.

6. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 5 - 6 Business Etiquette Practice courtesy Be diplomatic Respond promptly

7. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 5 - 7 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

8. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 5 - 8 Bias-Free Language Age Gender Disability Race or ethnicity

9. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 5 - 9 A Strong Audience Relationship Establish your credibility Build the company’s image

10. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 5 - 10 Establish Your Credibility Honesty and objectivity Awareness of audience needs Credentials, knowledge, expertise Endorsements Performance Communication style

11. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 5 - 11 Build the Company’s Image Stay positive Be a spokesperson Minimize your views Observe others Ask for assistance Support the company

12. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 5 - 12 Controlling Style and Tone Use a conversational tone Write in plain English Select active or passive voice

13. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 5 - 13 Conversational Tone Business messages –Avoid using pompous language –Avoid preaching or bragging –Control emotions and intimacy –Use humor carefully

14. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 5 - 14 Writing in Plain English Straightforward Easily to understand Conversational

15. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 5 - 15 Using the Right Voice Active voice –Subject + verb + object Passive voice –Object + verb + subject

16. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 5 - 16 Composing the Message Word choice Sentences Paragraphs

17. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 5 - 17 Choosing the Best Words Correct grammar Effectiveness –Function words and content words Denotation and connotation Abstraction and concreteness

18. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 5 - 18 Finding Words that Communicate Choose strong words Prefer familiar words Avoid clichés Use jargon carefully

19. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 5 - 19 Effective Sentences Types of sentences –Simple –Compound –Complex –Compound-complex

20. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 5 - 20 Coherent Paragraphs Paragraph elements –Topic sentence –Related sentences –Transitions

21. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 5 - 21 Paragraph Development Illustration Comparison and contrast Cause and effect Classification Problem and solution

22. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 5 - 22 Effective E-Mail Consider your readers Take pride in your work Protect your reputation

23. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 5 - 23 Composing E-Mail Appropriate content Personal messages Chain of command E-mail hygiene

24. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 5 - 24 Sending Business E-mail Composing email –Follow company policy –Use common sense Getting organized –Create a subject line –Control your emotions

25. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 5 - 25 Word Processing Tools Style sheets and templates Auto completion or correction File or mail merge Endnotes and footnotes Indexes and tables of contents Wizards