© prentice hall, 2007 excellence in business communication, 7echapter 5 - 1 writing business...

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 5 - 1

Writing Writing Business MessagesBusiness Messages

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 5 - 2

Three-Step Writing Three-Step Writing ProcessProcess

• Planning

• Writing

• Completing

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 5 - 3

Adapt to the AudienceAdapt to the Audience

• Sensitivity

• Relationships

• Style and tone

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 5 - 4

Audience SensitivityAudience Sensitivity

• Adopt a “you” attitude

• Demonstrate business etiquette

• Emphasize the positive

• Use bias-free language

© Prentice Hall, 2007 Excellence in Business Communication, 7e 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, 2007 Excellence in Business Communication, 7e Chapter 5 - 6

Business EtiquetteBusiness Etiquette

• Practice courtesy

• Be diplomatic

• Respond promptly

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 5 - 7

Emphasize the PositiveEmphasize the Positive

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

• Use this:– Bargain prices– Imitation or faux– Resale cars– High-energy food– Senior citizen– Complexion

problems

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 5 - 8

Bias-Free LanguageBias-Free Language

• Age

• Gender

• Disability

• Race or ethnicity

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 5 - 9

A Strong Audience A Strong Audience RelationshipRelationship

• Establish your credibility

• Build the company’s image

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 5 - 10

Establish Your CredibilityEstablish Your Credibility

• Honesty and objectivity

• Awareness of audience needs

• Credentials, knowledge, expertise

• Endorsements

• Performance

• Communication style

© Prentice Hall, 2007 Excellence in Business Communication, 7e 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, 2007 Excellence in Business Communication, 7e 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, 2007 Excellence in Business Communication, 7e 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, 2007 Excellence in Business Communication, 7e Chapter 5 - 14

Writing in Plain EnglishWriting in Plain English

• Straightforward

• Easily to understand

• Conversational

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 5 - 15

Using the Right VoiceUsing the Right Voice

• Active voice

– Subject + verb + object

• Passive voice

– Object + verb + subject

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 5 - 16

Composing the MessageComposing the Message

• Word choice

• Sentences

• Paragraphs

© Prentice Hall, 2007 Excellence in Business Communication, 7e 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, 2007 Excellence in Business Communication, 7e Chapter 5 - 18

Finding Words Finding Words that Communicatethat Communicate

• Choose strong words

• Prefer familiar words

• Avoid clichés

• Use jargon carefully

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 5 - 19

Effective SentencesEffective Sentences

• Types of sentences

– Simple

– Compound

– Complex

– Compound-complex

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 5 - 20

Coherent ParagraphsCoherent Paragraphs

• Paragraph elements

– Topic sentence

– Related sentences

– Transitions

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 5 - 21

Paragraph DevelopmentParagraph Development

• Illustration

• Comparison and contrast

• Cause and effect

• Classification

• Problem and solution

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 5 - 22

Effective E-MailEffective E-Mail

• Consider your readers

• Take pride in your work

• Protect your reputation

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 5 - 23

Composing E-MailComposing E-Mail

• Appropriate content

• Personal messages

• Chain of command

• E-mail hygiene

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 5 - 24

Sending Business E-mailSending Business E-mail

• Composing email– Follow company policy– Use common sense

• Getting organized– Create a subject line– Control your emotions

© Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 5 - 25

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