© 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