mgmt
hyy362
Chapter21.pptxChapter 2
Planning Business Messages
1
Today’s Agenda
The 5-Step Communication Process
The 3 x 3 Writing Process
Purpose, Audience, & Channel
Audience Benefits & Conversational Tone
Positive, Courteous, Bias-Free & Precise Language
2
Today’s Agenda
The 5-Step Communication Process
The 3 x 3 Writing Process
Purpose, Audience, & Channel
Audience Benefits & Conversational Tone
Positive, Courteous, Bias-Free & Precise Language
3
The Communication Process
Sender has idea
Sender
encodes
idea
Sender
selects channel and transmits message
Feedback
returns
to sender
Receiver
decodes
message
Today’s Agenda
The 5-Step Communication Process
The 3 x 3 Writing Process
Purpose, Audience, & Channel
Audience Benefits & Conversational Tone
Positive, Courteous, Bias-Free & Precise Language
5
Business Writing Characteristics
Purposeful
Economical
Audience-oriented
6
The 3-x-3 Writing Process
7
Pacing the Writing Process
Revising
50%
Prewriting 25%
Drafting 25%
8
Today’s Agenda
The 5-Step Communication Process
The 3 x 3 Writing Process
Purpose, Audience, & Channel
Audience Benefits & Conversational Tone
Positive, Courteous, Bias-Free & Precise Language
9
Purpose: Two Important Questions
Why are you sending the message?
What do you hope to achieve?
Primary Purposes: To inform and to persuade
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Anticipating and Profiling the Audience
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?
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Remember that receivers will be thinking…
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Verbal Media Continuum Match the Medium to the Message
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
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What would be the best “communication channel” if you wanted to…
communication the time, place and detailed agenda for a meeting to a group of people?
discipline an employee who has been consistently late to work?
tell a friend that you will be a couple of minutes late to lunch?
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Today’s Agenda
The 5-Step Communication Process
The 3 x 3 Writing Process
Purpose, Audience, & Channel
Audience Benefits & Conversational Tone
Positive, Courteous, Bias-Free & Precise Language
16
Expert Writing Techniques
Spotlight audience benefits.
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.
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Expert Writing Techniques
Be conversational but professional.
NOT: BTW, your report was totally awesome!
BUT: By the way, your report was well written.
NOT: The undersigned requests that all appropriately completed performance reviews be returned to the
writer by the deadline of June 15.
BUT: Please return all performance reviews by June 15.
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Developing Reader Benefits and the “You” View
| Sender Focus | Receiver Focus |
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.
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Audience Benefits and Conversational Tone
Please take a look at Writing Improvement Exercises 16, 17, 24, and 28 on pages 54-55.
With a partner, revise the sentences according to our class discussion.
Report back on your revisions.
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Today’s Agenda
The 5-Step Communication Process
The 3 x 3 Writing Process
Purpose, Audience, & Channel
Audience Benefits & Conversational Tone
Positive, Courteous, Bias-Free & Precise Language
22
Expert Writing Techniques
Be courteous.
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.
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Expert Writing Techniques
Prefer plain language and familiar words.
Use precise, vigorous words.
BUT: The salary is…
NOT: The remuneration is…
BUT: Please e-mail me.
NOT: Please contact me.
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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.
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Positive, Courteous, Bias-Free & Precise Language
Please take a look at Writing Improvement Exercises 29, 37, 40 and 47 on pages 55-56.
With a partner, revise the sentences according to our class discussion.
Report back on your revisions.
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Bringing it all Together
Please take a look at “Radical Rewrite” 2.1 on page 57-58.
With a partner, analyze the message and list at least five writing faults.
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Today’s Agenda - Recap
The 5-Step Communication Process
The 3 x 3 Writing Process
Purpose, Audience, & Channel
Audience Benefits & Conversational Tone
Positive, Courteous, Bias-Free & Precise Language
28
Questions?
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