PlanningWritingCompleting

SensitivityRelationshipsStyle and tone

Adopt a “you” attitudeDemonstrate business etiquetteEmphasize the positiveUse bias-free language

Use this Instead of this

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

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

Practice courtesyBe diplomaticRespond promptly

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

Age GenderDisability Race or ethnicity

Establish your credibilityBuild the company’s image

Honesty and objectivityAwareness of audience needsCredentials, knowledge, expertiseEndorsementsPerformanceCommunication style

Stay positiveBe a spokespersonMinimize your viewsObserve othersAsk for assistanceSupport the company

Use a conversational toneWrite in plain EnglishSelect active or passive voice

Business messages Avoid using pompous language

Avoid preaching or bragging

Control emotions and intimacy

Use humor carefully

StraightforwardEasily to understandConversational

Active voice Subject + verb + object

Passive voice Object + verb + subject

Word choiceSentencesParagraphs

Correct grammar Effectiveness Function words and content words

Functional words: express relationships & have only one unchanging meaning in any given context▪ Includes conjunctions, prepositions, articles, & pronouns

Content words: multidimensional & therefore subject to various interpretations.▪ Includes nouns, verbs, adjectives, & adverbs

Denotation and connotation Denotative meaning is the literal

meaning, or dictionary meaning. Connotative meaning includes all the

associations & feelings evoked by the word.

Choose strong wordsPrefer familiar wordsAvoid clichésUse jargon carefully

Illustration: give examples that demonstrate the general idea

Comparison and contrast: using similarities or differences to develop the topic

Cause and effect: focusing on reasons for something

Classification: showing how a general idea is broken into specific categories

Problem and solution: presenting a problem & then discussing the solution

Keep content appropriateAvoid personal messagesRespect the chain of commandPromote e-mail hygieneDon’t send unnecessary messagesAvoid insensitive, insulting e-mail

Level of formality Audience Purpose▪ Informative subject line▪ Personalized message

Prefer basic formattingUse proper capitalizationAvoid emoticons

Style sheets and templatesAuto completion or correctionFile or mail mergeEndnotes and footnotes Indexes and tables of contentsWizards