Chapter 3

Planning Spoken and Written Messages

Objectives1. Identify the purpose of the message and the

appropriate channel2. Develop clear perceptions of the audience to

enhance the impact of the communication and human relations

3. Apply techniques for adapting messages to the audience, including strategies for communicating ethically and responsibly

4. Recognize the importance of organizing a message before writing the first draft

5. Select the appropriate message outline (deductive or inductive) for developing messages to achieve the desired response

Process For Planning And Preparing Messages

A systematic analysis process will help you develop messages that save you and your organization valuable time and portray you as a capable energetic professional

Process for Planning and Preparing Spoken and Written Messages

Chapter 3 Lecture Slide

Ask yourself why you are preparing the message Get information Answer a question Make an announcement Accept an offer Deny a requests Seek support

Step 1Determine purpose and channel

Condense the answer to these questions into a brief sentence

This is the purpose or central idea

Step 1Determine The Purpose And Channel

Step 2Envision the Audience

Much confusion in communication is due to differences in the sender and receiver’s perceptions

You need to understand your audience to comprehend their possible perceptions of your communication

Focus on relevant information you know about the receiver and consider Age Economic level Educational/occupational background Needs and concerns of the receiver Culture Rapport Expectations

Step 2Envision the Audience

The Value of EmpathyChapter 3

Consider the impact of what you say and how you say it.

Assume an empathetic attitude toward the receiver

Example page 86

Step 2Envision the Audience

Focus on the receivers point of view Develop a “you attitude” rather than a

“me attitude” Use the word “you” (appropriately)

frequently as opposed to the pronoun “I”

Example page 89

Step 3Adapting the Message to the Audience

Give complements carefully Avoid flattery (undeserved praise)

Step 3Adapting the Message to the Audience

Concentrate on the following questions Does the message address the receivers

major needs and concerns? Is the receiver clearly in the picture? Will the receiver perceive the idea to be

fair, logical, and ethical? Are the ideas expressed clearly and concisely

Step 3Adapting the Message to the Audience

Does the messages serve as a vehicle for developing positive business relationships—even when the message is negative?

Is the message sent promptly to indicate courtesy? Does the message reflect high standards of a business professional

Quality paper, accurate formatting, quality printing, and absence of misspellings and grammatical errors?

Step 3Adapting the Message to the Audience

Communicate ethically and responsibly Consider the following questions

Is the information stated truthfully, honestly, and fairly?

Does the message embellish or exaggerate the facts?

Are the ideas expressed clearly and understandably?

Step 3Adapting the Message to the Audience

0

10

20

30

40

50

60

70

80

90

1st Qtr 2nd Qtr 3rd Qtr 4th Qtr

Is your viewpoint supported with objective facts

Are ideas stated with tact and consideration that preserves the receivers self-worth?

– Libel-written defamatory remarks– Slander-spoken defamatory remarks

Are graphics carefully designed to avoid distorting facts and relationships?

Step 3Adapting the Message to the Audience

Build and protect goodwill Goodwill-when a business is worth more

than its tangible assets Good name Desirable location Unique product Excellent customer service, etc.

Insensitive messages can diminish goodwill

Step 3Adapting the Message to the Audience

Tone-the way a statement sounds and conveys the communicator’s attitude

Eliminate words that are overly euphemistic, condescending, demeaning, and bias

Step 3Adapting the Message to the Audience

Use euphemisms cautiously Euphemisms-kind word substituted for

ones that may offend

Example page 93

Step 3Adapting the Message to the Audience

Avoid condescending or demeaning expressions Imply the communicator is temporarily

coming down from eye level of superiority Demeaning expressions (dysphemism)

Makes an idea of seem negative for disrespectful

Ambulance chasers-lawyers Pigs-policemen, etc.

Step 3Adapting the Message to the Audience

Use connotative tone cautiously Denotative meaning-literal Connotative meaning-literal meaning plus

extra message

May be helpful at times

Example page 95

Step 3Adapting the Message to the Audience

Use specific language appropriately

Example page 96

Step 3Adapting the Message to the Audience

Use bias-free language Exclude stereotypes Avoid gender bias Avoid racial or ethnic bias Avoid age bias Avoid disability bias

Examples pages 97 and 98

Step 3Adapting the Message to the Audience

Overview of Generations

Matures: 1925–1942

Boomers: 1943–1960

Gen Xers: 1961–1980

Millennials: 1980–2003

Chapter 3

Use contemporary language Reflects corrected, standard English

used in a professional setting Eliminate outdated expressions Eliminate clichés

Overused expressions

Step 3Adapting the Message to the Audience

Eliminating Clichés

right as rain ships that pass in the night batten down the hatches salt of the earth long row to hoe up the creek without a paddle like a bull in a china shop

Chapter 3

Use simple, informal words Jargon may be used when

communicating with colleagues

Step 3Adapting the Message to the Audience

Communicate Concisely Include all relevant details in the fewest

possible words Necessary do to the “avalanche’ of

information created and distributed by technological advances

Step 3Adapting the Message to the Audience

Writing Concisely

Eliminate redundancies

Use active voice

Include essential details only

Tighten using prefixes, suffixes, compound adjectives

Chapter 3 Lecture Slide

Too low humidity is apparently the cause of the trouble. Your solution is to . . . .

Too low humidity is apparently the cause of the trouble. Your solution is to . . . .

Sample 1Just three days ago you asked us to investigate the problem you had with your air conditioning equipment. We have completed the investigation. As you probably know, your building is steam heated.

Sample 2You asked us to let you know when the new shipment of R-23 film came on the market.

The R-23 is now available.The R-23 is now available.

Revising for ConcisenessChapter 3

Eliminate redundancies A phrase in which one word unnecessarily

repeats an idea contained in an accompanying word

Not to be confused with repetition

Examples page 102

Step 3Adapting the Message to the Audience

Project a Positive, Tactful Tone

State ideas using positive language

Speak of what can be done instead of what you cannot be done

Negative Tone

We can not have your computer repaired until Monday

Chapter 3 Lecture Slide

Positive Tone

Your computer will be ready on Monday

Emphasis on what can NOT

be done

Emphasis on what CAN be

done

Sometimes negative words are more effective in achieving clarity (provides more contrast)

“Ink jet printers are not acceptable for printing resumes.”

Negative words may be necessary when positive words have not brought desired results

Step 3Adapting the Message to the Audience

Avoid using second person when stating negative ideas

Use second person for stating pleasant ideas

Step 3Adapting the Message to the Audience

Pleasant idea (second person preferred)

Fred created a informational brochure

Unpleasant idea (third person preferred)

The brochure has many mistakes

Emphasis placed on

FredEmphasis placed on the

brochure

Use passive voice to convey negative ideas

Step 3Adapting the Message to the Audience

Active voice

Jennifer turned in her research report one-week late

Passive voice

The research report was turned in one week after it was due

Preferred for negative ideas

Use subjunctive mood to de-emphasize negative ideas

Speak of a wish, necessity, doubt, or conditions contrary to fact

Step 3Adapting the Message to the Audience

Negative tone

I cannot accept your bid at this late date.

Subjunctive mood-positive tone

I wish I could accept late bids.

Include a positive idea in the same sentence with a negative one.

Step 3Adapting the Message to the Audience

Dividing a topic into parts and arranging them inappropriate sequence

Step 4 Organizing the Message

Outlining to benefit the sender and the receiver Some parts will be central ideas Other parts will be minor ideas (details)

Step 4 Organizing the Message

Benefits of OutliningBenefits of Outlining

Encourages accuracy and brevity

Permits concentration on one phase at a time

Saves time in structuring ideas

Provides a psychological life

Facilitates appropriate emphases of ideas

Facilitates concise and accurate message

Makes relationships between ideas easier to distinguish and remember

Promotes a positive reaction to the message and the sender

Chapter 3

Sender BenefitsSender Benefits Receiver BenefitsReceiver Benefits

Sequence ideas to achieve desired goals Follow the three-step process illustrated

in figure 3-3

Step 4 Organizing the Message

Step 4: Selecting an Outline for Spoken and Written Messages

Chapter 3 Lecture Slide

Summary Identify the purpose of the message and the

appropriate channel Develop clear perceptions of the audience to

enhance the impact of the communication and human relations

Apply techniques for adapting messages to the audience, including strategies for communicating ethically and responsibility

Recognize the importance of organizing a message before writing the first draft

Select the appropriate message outline (deducted or inductive) for developing messages to achieve the desired response