© Prentice Hall, 2005 Business Communication Today 8e Chapter 5 - 1

Writing Writing Business MessagesBusiness Messages

© Prentice Hall, 2005 Business Communication Today 8e Chapter 5 - 2

Three-Step Writing Three-Step Writing ProcessProcess

• Planning

• Writing

• Completing

© Prentice Hall, 2005 Business Communication Today 8e Chapter 5 - 3

Adapt to the AudienceAdapt to the Audience

• Sensitivity

• Relationships

• Style and tone

© Prentice Hall, 2005 Business Communication Today 8e Chapter 5 - 4

Audience SensitivityAudience Sensitivity

• Adopt a “you” attitude

• Demonstrate business etiquette

• Emphasize the positive

• Use bias-free language

© Prentice Hall, 2005 Business Communication Today 8e Chapter 5 - 5

The “You” AttitudeThe “You” Attitude

• Instead of this: To help us process this order, we must ask for another copy of the requisition.

• Use this: So that your order can be filled promptly, please send another copy of the requisition.

© Prentice Hall, 2005 Business Communication Today 8e Chapter 5 - 6

Business EtiquetteBusiness Etiquette

• Practice courtesy

• Be diplomatic

• Respond promptly

© Prentice Hall, 2005 Business Communication Today 8e Chapter 5 - 7

Emphasize the PositiveEmphasize the Positive

• Instead of this:– Cheap merchandise– Toilet paper– Used cars– High-calorie foods– Elderly person– Pimples and zits

• Use this:– Bargain prices– Bathroom tissue– Resale cars– High-energy food– Senior citizen– Complexion

problems

© Prentice Hall, 2005 Business Communication Today 8e Chapter 5 - 8

Bias-Free LanguageBias-Free Language

• Age

• Gender

• Disability

• Race or ethnicity

© Prentice Hall, 2005 Business Communication Today 8e Chapter 5 - 9

A Strong Audience A Strong Audience RelationshipRelationship

• Establish your credibility

• Build the company’s image

© Prentice Hall, 2005 Business Communication Today 8e Chapter 5 - 10

Establish Your CredibilityEstablish Your Credibility

• Honesty and objectivity

• Awareness of audience needs

• Credentials, knowledge, expertise

• Endorsements

• Performance

• Communication style

© Prentice Hall, 2005 Business Communication Today 8e Chapter 5 - 11

Build the Company’s Build the Company’s ImageImage

• Stay positive

• Be a spokesperson

• Minimize your views

• Observe others

• Ask for assistance

• Support the company

© Prentice Hall, 2005 Business Communication Today 8e Chapter 5 - 12

Controlling Style and Controlling Style and ToneTone

• Use a conversational tone

• Write in plain English

• Select active or passive voice

© Prentice Hall, 2005 Business Communication Today 8e Chapter 5 - 13

Conversational ToneConversational Tone

• Business messages

– Avoid using pompous language

– Avoid preaching or bragging

– Control emotions and intimacy

– Use humor carefully

© Prentice Hall, 2005 Business Communication Today 8e Chapter 5 - 14

Writing in Plain EnglishWriting in Plain English

• Straightforward

• Easily to understand

• Conversational

© Prentice Hall, 2005 Business Communication Today 8e Chapter 5 - 15

Using the Right VoiceUsing the Right Voice

• Active voice

– Subject + verb + object

• Passive voice

– Object + verb + subject

© Prentice Hall, 2005 Business Communication Today 8e Chapter 5 - 16

Composing the MessageComposing the Message

• Word choice

• Sentences

• Paragraphs

© Prentice Hall, 2005 Business Communication Today 8e Chapter 5 - 17

Choosing the Best WordsChoosing the Best Words

• Correct grammar

• Effectiveness

– Function words and content words

• Denotation and connotation

• Abstraction and concreteness

© Prentice Hall, 2005 Business Communication Today 8e Chapter 5 - 18

Finding Words Finding Words that Communicatethat Communicate

• Choose strong words

• Prefer familiar words

• Avoid clichés

• Use jargon carefully

© Prentice Hall, 2005 Business Communication Today 8e Chapter 5 - 19

Writing Effective Writing Effective SentencesSentences

• Types of sentences

– Simple

– Compound

– Complex

– Compound-complex

© Prentice Hall, 2005 Business Communication Today 8e Chapter 5 - 20

Writing Coherent Writing Coherent ParagraphsParagraphs

• Paragraph elements

– Topic sentence

– Related sentences

– Transitions

© Prentice Hall, 2005 Business Communication Today 8e Chapter 5 - 21

Effective TransitionsEffective Transitions

Additional Detail

Causal Relationship

Comparison

Contrast

Illustration

Time Sequence

Summary

•Moreover, furthermore, in addition

•Therefore, because, since, thus

•Similarly, likewise, still, in comparison

•Whereas, conversely, yet, however

•For example, in particular, in this case

•Formerly, after, meanwhile, sometimes

•In brief, in short, to sum up

© Prentice Hall, 2005 Business Communication Today 8e Chapter 5 - 22

Paragraph DevelopmentParagraph Development

• Illustration

• Comparison and contrast

• Cause and effect

• Classification

• Problem and solution

© Prentice Hall, 2005 Business Communication Today 8e Chapter 5 - 23

Composing E-MailComposing E-Mail

• Keep content appropriate

• Avoid personal messages

• Respect the chain of command

• Promote e-mail hygiene

• Don’t send unnecessary messages

• Avoid insensitive, insulting e-mail

© Prentice Hall, 2005 Business Communication Today 8e Chapter 5 - 24

Arranging E-MailArranging E-Mail

• Arranging– Include the original question– State the desired response– Write a concise message

© Prentice Hall, 2005 Business Communication Today 8e Chapter 5 - 25

Adapting E-MailAdapting E-Mail

• Level of formality– Audience – Purpose

• Informative subject line• Personalized message

© Prentice Hall, 2005 Business Communication Today 8e Chapter 5 - 26

Formatting E-MailFormatting E-Mail

• Prefer basic formatting

• Use proper capitalization

• Minimize acronyms

• Avoid emoticons

© Prentice Hall, 2005 Business Communication Today 8e Chapter 5 - 27

Word Processing ToolsWord Processing Tools

• Style sheets and templates

• Auto completion or correction

• File or mail merge

• Endnotes and footnotes

• Indexes and tables of contents

• Wizards