ONLINE Comm in the Bus Envir Section 01 Final Test

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Business Communication:

Process and Product, 8e

Mary Ellen Guffey and Dana Loewy

Instructor PowerPoint Library, 8e

Planning Business Messages

Ch. 4, Slide 1

Understand the nature of communication and its barriers in the digital age.

Learning Objective 1

Communication: the transmission of information and meaning from one individual or group to another

Ch. 4, Slide 2

The Communication Process

Sender has idea

Sender encodes

idea

Sender selects channel and transmits message

Receiver decodes message

Feedback returns

to sender

Ch. 4, Slide 3

Factors That Shape

Understanding

Ch. 4, Slide 4

Communication Climate

Context and Setting

Background, Experience

Knowledge, Mood

Values, Beliefs Culture

Barriers That Create Misunderstanding

Ch. 4, Slide 5

Bypassing

Differing

Frames of

Reference

Lack of Language Skills

Distractions

Overcoming Communication Obstacles

Realize that communication is imperfect

Adapt the message to the receiver

Improve language and listening skills

Question your preconceptions

Encourage feedback

Ch. 4, Slide 6

Summarize the 3-x-3 writing process and explain how it guides a writer.

Learning Objective 2

A digital message is one that is generated, stored, processed, and transmitted electronically by computers using strings of positive and nonpositive binary code (0s and 1s).

Ch. 4, Slide 7

Defining Your Business Writing Goals

Purposeful

Ch. 4, Slide 8

Economical

Audience oriented

Introducing the 3-x-3 Writing Process

Analyze audience & purpose

Research background, collect info

Edit for clarity

Ch. 4, Slide 9

Anticipate audience and its reaction to message

Adapt message to audience

Organize info

Draft first version

Proofread

Evaluate whether the message will accomplish goals

Pacing the Writing Process

Revising

50%

Prewriting 25%

Drafting 25%

Ch. 4, Slide 10

Prewriting Drafting Revising 25 25 50

Analyze the purpose of a message, anticipate its audience, and select the best communication channel.

Learning Objective 3

Why are you sending the message?

What do you hope to achieve?

Primary Purpose: To inform and to persuade

Secondary Purpose: To promote goodwill

Ch. 4, Slide 11

Who is my primary reader or listener?

Personal and professional relationship?

What position is held in organization?

How much is known about topic?

Person’s education, beliefs, culture, attitudes?

Will reaction be neutral, positive, or negative?

How is secondary audience different from primary?

Supply more background information?

Reshape message for secondary audience?

Anticipating and Profiling the Audience

Ch. 4, Slide 12

Remember that receivers will be thinking…

WIIFM

(What’s in it for me?)

Ch. 4, Slide 13

Factors Affecting Channel Choice

Message importance

Amount and speed of feedback

Need for permanent record

Cost

Degree of formality

Confidentiality and sensitivity

Receiver’s preference

Receiver’s technical expertise

Ch. 4, Slide 14

© 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © yuuen/Fotolia, © Andrey/Fotolia, © mostafa fawzy/Fotolia

Ch. 4, Slide 15

FACE TO FACE Richest medium. Best for persuasive, bad-news, and personal messages.

TELEPHONE

Best choice when two people cannot meet in person.

VIDEO CHAT

Best for group inter-action and consensus-building when members are dispersed.

E-MAIL

Best for routine messages that do not require immediate feedback.

Best for short online messages that need a quick response.

Ten Levels of Richness in Today’s

Workplace Communication Channels

Richest to Leanest

Ch. 4, Slide 16

LETTER

For external messages that require formality, sensitivity, or a written record.

MEMO

To distribute interoffice information, especially when e-mail is unavail-able.

BLOG

To share ideas with a wide Internet audience and encourage responses.

REPORT

To deliver considerable data internally or externally.

WIKI

To provide a repository for digital information that can be easily changed.

Ten Levels of Richness in Today’s

Workplace Communication Channels

Richest to Leanest

Employ expert writing techniques to adapt to your audience.

Learning Objective 4

Ch. 4, Slide 17

8 Adaptive Expert Writing Techniques

1. Spotlight audience benefits

2. Develop the “you” view

BUT: The warranty starts working for you immediately.

NOT: The warranty begins right away.

NOT: We have created an account dashboard that we love.

BUT: Your account dashboard gives you complete control.

Ch. 4, Slide 18

3. Be conversational but professional

4. Express ideas positively

BUT: Your report was well written.

NOT: Your report was totally awesome!

BUT: We can ship on May 1.

NOT: We can’t ship until May 1.

Ch. 4, Slide 19

8 Adaptive Expert Writing Techniques

5. Be courteous

6. Employ bias-free language

BUT: Please complete the report.

NOT: You must complete the report.

BUT: Our office workers can do this.

NOT: Our office girls can do this.

Ch. 4, Slide 20

8 Adaptive Expert Writing Techniques

7. Prefer plain language and familiar words

8. Use precise, vigorous words

BUT: The salary is…

NOT: The remuneration is…

BUT: Please e-mail me.

NOT: Please contact me.

Ch. 4, Slide 21

8 Adaptive Expert Writing Techniques

Developing Reader Benefits and the “You” View

Sender Focus	Receiver Focus

Ch. 4, Slide 22

We are requiring all staffers to complete these forms in compliance with company policy.

Please complete these forms so that you will be eligible for health and dental benefits.

Because we need more space for our new inventory, we are having a two-for-one sale.

This two-for-one sale enables you to buy a year’s supply of supplies but pay only for six months’ worth.

“I” and “We” View	“You” View

Ch. 4, Slide 23

We take pleasure in announcing an agreement we made with HP to allow us to offer discounted printers in the student store.

An agreement with HP allows you and other students to buy discounted printers at your student store.

We are issuing a refund.

I have a few questions on which I would like feedback.

You will receive a refund.

Because your feedback is important, please tell us your thoughts.

Developing Reader Benefits and the “You” View

Negative Expressions and Their Hidden Messages

Negative Expression	Hidden Message

You overlooked

You state that

You claim that

You are wrong

You do not understand

Your delay

You forgot to

You are careless

But I don’t believe you.

What were you thinking?

It’s probably untrue.

I am right.

You are not very bright.

You are at fault.

You failed to

Besides being inefficient, you are stupid and careless.

Ch. 4, Slide 24

Understand how teams approach collaborative writing projects and what collaboration tools support team writing.

Learning Objective 5

Ch. 4, Slide 25

When projects are larger than one person can handle

Ch. 4, Slide 26

When projects require the expertise or consensus of many people

When projects have short deadlines

When is team writing necessary?

Three Phases in Team Writing

Phase 1

Prewriting

Phase 2

Drafting

Phase 3

Revising

Team members work closely to determine purpose, audience, content, and organization.

Team members work separately to collect information and compose first draft.

Team members work together to synthesize and edit, but individuals may do the final formatting and proofreading.

Ch. 4, Slide 27

Team Collaboration Using a Wiki

Member

Administrator

Member

Ch. 4, Slide 28

How to Edit Team Writing Without Making Enemies

What can you praise?

Did you understand the purpose?

Is the material well organized?

What

suggestions can you make to improve

specifics?

Make

polite statements

such as:

I would suggest…

You might consider…

How about doing this…

Ch. 4, Slide 29

End

Ch. 4, Slide 30