1. Business Communication, 15 th edition by Lehman and DuFrene  Copyright 2008 by Thomson/South-Western Planning Spoken and Written Messages Business Communication, 15e Lehman and DuFrene Chapter 3 Lecture Slides

2. Process for Planning and Preparing Spoken and Written Messages Chapter 3 Business Communication, 15 th edition by Lehman and DuFrene  Copyright 2008 by Thomson/South-Western

3. Step 1a: Determine the Purpose of the Message Get information Answer a question Accept an offer Deny a request Seek support for or sell a product or idea Apologize What do you hope to accomplish with the message?

4. Chapter 3 Business Communication, 15 th edition by Lehman and DuFrene  Copyright 2008 by Thomson/South-Western Step 1b: Select a Channel Situation Channel/Justification Tell a customer damaged merchandise will be replaced Telephone or face-to-face: Lends importance to the message; more personal Notify a sales rep of job termination Face-to-face: Lends importance to the message; tells employee, “You matter.” Inform employees of a new Internet usage policy Email: Routine matter; mass distribution

5. Chapter 3 Business Communication, 15 th edition by Lehman and DuFrene  Copyright 2008 by Thomson/South-Western Step 2: Envision the Audience Age Economic level Education and work background Needs and concerns Rapport Expectations What should you learn about your audience?

6. Chapter 3 Business Communication, 15 th edition by Lehman and DuFrene  Copyright 2008 by Thomson/South-Western Focus on the __________ point of view Communicate _______ and __________ Build and protect ________ Use ____________ language Use ______, informal words Project a positive, ______ tone Write _________ Step 3: Adapt the Message to the Audience

7. Chapter 3 Business Communication, 15 th edition by Lehman and DuFrene  Copyright 2008 by Thomson/South-Western Focus on Receiver’s Viewpoint “Me” Attitude “You” Attitude I want to congratulate you on your award. Congratulations! You are the Employee of the Year. I am interested in ordering... Please send me... (You is the understood subject.) I give you permission to take an extra day of vacation. You earned an extra day of vacation because of your performance.

8. Chapter 3 Business Communication, 15 th edition by Lehman and DuFrene  Copyright 2008 by Thomson/South-Western Communicate Ethically and Responsibly State information as truthfully and fairly as possible Do not exaggerate facts Express ideas understandably Support viewpoint with facts State ideas with consideration that preserves receiver’s self-worth Design honest graphics

9. Chapter 3 Business Communication, 15 th edition by Lehman and DuFrene  Copyright 2008 by Thomson/South-Western Build and Protect Goodwill Use __________ cautiously Avoid _____________ or demeaning expressions Use _________ tone cautiously Use _______ language appropriately Use _______ language

10. Chapter 3 Business Communication, 15 th edition by Lehman and DuFrene  Copyright 2008 by Thomson/South-Western Use Contemporary Language and Simple Words Eliminate outdated expressions Eliminate clichés Choose simple, informal words

11. Chapter 3 Business Communication, 15 th edition by Lehman and DuFrene  Copyright 2008 by Thomson/South-Western Write Concisely Eliminate redundancies Use active voice Include only relevant details Eliminate clichés Do not restate ideas Tighten using prefixes, suffixes, and compound adjectives

12. Chapter 3 Business Communication, 15 th edition by Lehman and DuFrene  Copyright 2008 by Thomson/South-Western Project a Positive, Tactful Tone State ideas using ________ language Avoid using _______ person when stating negative ideas Use ________ voice to convey negative ideas Use ___________ mood to de-emphasize negative ideas Include a ________ idea in the same sentence with a ________ one

13. Step 4: Select an Outline for Spoken and Written Messages Chapter 3 Business Communication, 15 th edition by Lehman and DuFrene  Copyright 2008 by Thomson/South-Western

14. Sender Benefits from Outlining Encourages ________ and _______ Permits _____________ on one phase at a time Saves time in ___________ ideas Provides a ______________ lift Facilitates appropriate _________ of ideas

15. Chapter 3 Business Communication, 15 th edition by Lehman and DuFrene  Copyright 2008 by Thomson/South-Western Receiver Benefits from Outlining Makes messages more concise and accurate Makes relationships between ideas easier to distinguish and remember Promotes a positive reaction to the message and the sender