Ch 5

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

Writing Writing Business MessagesBusiness Messages


Three-Step Writing Three-Step Writing ProcessProcess

• Planning

• Writing

• Completing


Adapt to the AudienceAdapt to the Audience

• Sensitivity

• Relationships

• Style and tone


Audience SensitivityAudience Sensitivity

• Adopt a “you” attitude

• Demonstrate business etiquette

• Emphasize the positive

• Use bias-free language


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.


Business EtiquetteBusiness Etiquette

• Practice courtesy

• Be diplomatic

• Respond promptly


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


Bias-Free LanguageBias-Free Language

• Age

• Gender

• Disability

• Race or ethnicity


A Strong Audience A Strong Audience RelationshipRelationship

• Establish your credibility

• Build the company’s image


Establish Your CredibilityEstablish Your Credibility

• Honesty and objectivity

• Awareness of audience needs

• Credentials, knowledge, expertise

• Endorsements

• Performance

• Communication style


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


Controlling Style and Controlling Style and ToneTone

• Use a conversational tone

• Write in plain English

• Select active or passive voice


Conversational ToneConversational Tone

• Business messages

– Avoid using pompous language

– Avoid preaching or bragging

– Control emotions and intimacy

– Use humor carefully


Writing in Plain EnglishWriting in Plain English

• Straightforward

• Easily to understand

• Conversational


Using the Right VoiceUsing the Right Voice

• Active voice

– Subject + verb + object

• Passive voice

– Object + verb + subject


Composing the MessageComposing the Message

• Word choice

• Sentences

• Paragraphs


Choosing the Best WordsChoosing the Best Words

• Correct grammar

• Effectiveness

– Function words and content words

• Denotation and connotation

• Abstraction and concreteness


Finding Words Finding Words that Communicatethat Communicate

• Choose strong words

• Prefer familiar words

• Avoid clichés

• Use jargon carefully


Writing Effective Writing Effective SentencesSentences

• Types of sentences

– Simple

– Compound

– Complex

– Compound-complex


Writing Coherent Writing Coherent ParagraphsParagraphs

• Paragraph elements

– Topic sentence

– Related sentences

– Transitions


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


Paragraph DevelopmentParagraph Development

• Illustration

• Comparison and contrast

• Cause and effect

• Classification

• Problem and solution


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


Arranging E-MailArranging E-Mail

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


Adapting E-MailAdapting E-Mail

• Level of formality– Audience – Purpose

• Informative subject line• Personalized message


Formatting E-MailFormatting E-Mail

• Prefer basic formatting

• Use proper capitalization

• Minimize acronyms

• Avoid emoticons


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

Ch 5

Documents

positive

bias

composing