MGMT 350-Final Written Self-Reflection Report

Chapter 2 Planning Business Messages

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

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

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

Business Writing Characteristics

• Purposeful

• Economical

• Audience-oriented

The 3-x-3 Writing Process

Pacing the Writing Process

Revising 50%

Prewriting 25%

Drafting 25%

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

Purpose: Two Important Questions 1. Why are you sending the message? 2. What do you hope to achieve?

Primary Purposes: To inform and to persuade

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?

Remember that receivers will be thinking…

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

What would be the best “communication channel” if you wanted to…

1. communication the time, place and detailed agenda for a meeting to a group of people?

2. discipline an employee who has been consistently late to work?

3. tell a friend that you will be a couple of minutes late to lunch?

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

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.

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.

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.

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.

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

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.

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.

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.

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.

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

Questions?