Writing Business Messages Prentice Hall 2005 Business Communication
Writing Business Messages © Prentice Hall, 2005 Business Communication Today 8 e 1
Three-Step Writing Process • Planning • Writing • Completing © Prentice Hall, 2005 Business Communication Today 8 e 2
Adapt to the Audience • Sensitivity • Relationships • Style and tone © Prentice Hall, 2005 Business Communication Today 8 e 3
Audience Sensitivity • Adopt a “you” attitude • Demonstrate business etiquette • Emphasize the positive • Use bias-free language © Prentice Hall, 2005 Business Communication Today 8 e 4
The “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, 2005 Business Communication Today 8 e 5
Business Etiquette • Practice courtesy • Be diplomatic • Respond promptly © Prentice Hall, 2005 Business Communication Today 8 e 6
Emphasize the Positive • Instead of this: – – – Cheap merchandise Toilet paper Used cars High-calorie foods Elderly person Pimples and zits © Prentice Hall, 2005 • Use this: – – – Bargain prices Bathroom tissue Resale cars High-energy food Senior citizen Complexion problems Business Communication Today 8 e 7
Bias-Free Language • Age • Gender • Disability • Race or ethnicity © Prentice Hall, 2005 Business Communication Today 8 e 8
A Strong Audience Relationship • Establish your credibility • Build the company’s image © Prentice Hall, 2005 Business Communication Today 8 e 9
Establish Your Credibility • • • Honesty and objectivity Awareness of audience needs Credentials, knowledge, expertise Endorsements Performance Communication style © Prentice Hall, 2005 Business Communication Today 8 e 10
Build the Company’s Image • • • Stay positive Be a spokesperson Minimize your views Observe others Ask for assistance Support the company © Prentice Hall, 2005 Business Communication Today 8 e 11
Controlling Style and Tone • Use a conversational tone • Write in plain English • Select active or passive voice © Prentice Hall, 2005 Business Communication Today 8 e 12
Conversational Tone • Business messages – Avoid using pompous language – Avoid preaching or bragging – Control emotions and intimacy – Use humor carefully © Prentice Hall, 2005 Business Communication Today 8 e 13
Writing in Plain English • Straightforward • Easily to understand • Conversational © Prentice Hall, 2005 Business Communication Today 8 e 14
Using the Right Voice • Active voice – Subject + verb + object • Passive voice – Object + verb + subject © Prentice Hall, 2005 Business Communication Today 8 e 15
Composing the Message • Word choice • Sentences • Paragraphs © Prentice Hall, 2005 Business Communication Today 8 e 16
Choosing the Best Words • Correct grammar • Effectiveness – Function words and content words • Denotation and connotation • Abstraction and concreteness © Prentice Hall, 2005 Business Communication Today 8 e 17
Finding Words that Communicate • Choose strong words • Prefer familiar words • Avoid clichés • Use jargon carefully © Prentice Hall, 2005 Business Communication Today 8 e 18
Writing Effective Sentences • Types of sentences – Simple – Compound – Complex – Compound-complex © Prentice Hall, 2005 Business Communication Today 8 e 19
Writing Coherent Paragraphs • Paragraph elements – Topic sentence – Related sentences – Transitions © Prentice Hall, 2005 Business Communication Today 8 e 20
Effective Transitions Additional Detail • Moreover, furthermore, in addition Causal Relationship • Therefore, because, since, thus Comparison • Similarly, likewise, still, in comparison Contrast • Whereas, conversely, yet, however Illustration • For example, in particular, in this case Time Sequence • Formerly, after, meanwhile, sometimes Summary • In brief, in short, to sum up © Prentice Hall, 2005 Business Communication Today 8 e 21
Paragraph Development • Illustration • Comparison and contrast • Cause and effect • Classification • Problem and solution © Prentice Hall, 2005 Business Communication Today 8 e 22
Composing 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 © Prentice Hall, 2005 Business Communication Today 8 e 23
Arranging E-Mail • Arranging – Include the original question – State the desired response – Write a concise message © Prentice Hall, 2005 Business Communication Today 8 e 24
Adapting E-Mail • Level of formality – Audience – Purpose • Informative subject line • Personalized message © Prentice Hall, 2005 Business Communication Today 8 e 25
Formatting E-Mail • • Prefer basic formatting Use proper capitalization Minimize acronyms Avoid emoticons © Prentice Hall, 2005 Business Communication Today 8 e 26
Word Processing Tools • • • Style sheets and templates Auto completion or correction File or mail merge Endnotes and footnotes Indexes and tables of contents Wizards © Prentice Hall, 2005 Business Communication Today 8 e 27
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