1. © Prentice Hall, 2005 Business Communication EssentialsChapter 3 - 1 Planning Business Messages

2. © Prentice Hall, 2005 Business Communication EssentialsChapter 3 - 2 Effective Business Messages Purposeful Audience-centered Concise

3. © Prentice Hall, 2005 Business Communication EssentialsChapter 3 - 3 The Three-Step Process Planning Writing Completing

4. © Prentice Hall, 2005 Business Communication EssentialsChapter 3 - 4 Define Your Purpose General –Inform –Persuade –Collaborate Specific –Your goals –Audience thoughts –Audience actions

5. © Prentice Hall, 2005 Business Communication EssentialsChapter 3 - 5 Analyze Your Purpose 1.Is your purpose realistic? 2.Is the timing right? 3.Is the right person delivering it? 4.Is your purpose acceptable?

6. © Prentice Hall, 2005 Business Communication EssentialsChapter 3 - 6 Develop an Audience Profile Identify primary audience Determine size Determine composition Gauge level of understanding Project expectations and preferences Estimate probable reaction

7. © Prentice Hall, 2005 Business Communication EssentialsChapter 3 - 7 Investigating the Topic Formal sources Opinions of others Interviews Company files Employees or customers Audience input

8. © Prentice Hall, 2005 Business Communication EssentialsChapter 3 - 8 Providing Information Accurate Complete Ethical Pertinent

9. © Prentice Hall, 2005 Business Communication EssentialsChapter 3 - 9 Adapting Your Message Audience Purpose –Channel –Medium –Rapport

10. © Prentice Hall, 2005 Business Communication EssentialsChapter 3 - 10 Selecting the Channel and Medium Oral ChannelWritten Channel Face-to-Face Telephone Meetings Voice Mail Videotape Teleconferencing Memos Letters Reports E-mail Websites Instant Messages

11. © Prentice Hall, 2005 Business Communication EssentialsChapter 3 - 11 Selecting the Best Channel and Medium Style and tone Feedback Perceptions Time Cost Expectations

12. © Prentice Hall, 2005 Business Communication EssentialsChapter 3 - 12 Relating to the Audience Use the “you” attitude Emphasize the positive Establish credibility Be polite and tactful Use bias-free language Project company’s image

13. © Prentice Hall, 2005 Business Communication EssentialsChapter 3 - 13 Use 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

14. © Prentice Hall, 2005 Business Communication EssentialsChapter 3 - 14 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

15. © Prentice Hall, 2005 Business Communication EssentialsChapter 3 - 15 Establish Credibility Show understanding Explain credentials Avoid exaggerating Provide information Believe in yourself

16. © Prentice Hall, 2005 Business Communication EssentialsChapter 3 - 16 Be Polite and Tactful 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

17. © Prentice Hall, 2005 Business Communication EssentialsChapter 3 - 17 Use Bias-Free Language Gender Race or ethnicity Age Disability

18. © Prentice Hall, 2005 Business Communication EssentialsChapter 3 - 18 The Company’s Image Be a spokesperson Convey the right impression Minimize your own views Maximize company interests

19. © Prentice Hall, 2005 Business Communication EssentialsChapter 3 - 19 Reviewing Key Points Learning the three-step process Planning business messages Determining your purpose Profiling the audience Selecting a channel and medium