Slide MGT310 Slide06

Writing
Business Messages

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Business Communicat

Chapter 5 - 1

Three-Step Writing
Process
• Planning
• Writing
• Completing

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Business Communicat

Chapter 5 - 2

Adapt to the Audience
• Sensitivity
• Relationships
• Style and tone

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Business Communicat

Chapter 5 - 3

Audience Sensitivity
• Adopt a “you” attitude
• Demonstrate business etiquette
• Emphasize the positive
• Use bias-free language

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Business Communicat

Chapter 5 - 4

Using the “You” Attitude
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Focus on your audience
Practice genuine empathy
Be sensitive to situations
Keep criticism professional

Business Communicat

Chapter 5 - 5

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.

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Business Communicat

Chapter 5 - 6

The “You” Attitude
• Instead of this: You should never use
that type of paper in the copier.
• Use this: That type of paper doesn’t
work very well in the copier.

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Business Communicat

Chapter 5 - 7

Business Etiquette
• Practice courtesy
• Be diplomatic
• Respond promptly

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Business Communicat

Chapter 5 - 8

Emphasize the Positive
• Instead of this:
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Cheap merchandise
Toilet paper
Used cars
High-calorie foods
Elderly person
Pimples and zits

• Use this:
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Bargain prices
Bathroom tissue
Resale cars
High-energy food
Senior citizen
Complexion
problems

Business Communicat

Chapter 5 - 9

Bias-Free Language
• Age
• Gender
• Disability
• Race or ethnicity

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Business Communicat

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Build Audience
Relationships
• Establish your credibility
• Promote your company’s image

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Business Communicat

Chapter 5 -

Establish Your Credibility
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Honesty and objectivity
Awareness of audience needs
Credentials, knowledge, expertise
Endorsements
Confidence and performance
Communication style
Sincerity
Business Communicat

Chapter 5 -

Build Company Image

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Be a spokesperson
Promote company interests
Follow company guidelines
Observe experienced colleagues
Ask for assistance

Business Communicat

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Controlling Style and
Tone

• Use a conversational tone
• Write in plain English
• Select active or passive voice

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Business Communicat

Chapter 5 -

Use a Conversational
Tone
• Business messages
– Avoid obsolete or pompous language
– Avoid preaching or bragging
– Be careful with intimacy
– Use humor carefully

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Business Communicat

Chapter 5 -

Write in Plain English
• Straightforward
• Easy to understand
• Conversational

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Business Communicat

Chapter 5 -

Use the Right Voice
• Active voice
– Subject + verb + object

• Passive voice
– Object + verb + subject

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Business Communicat

Chapter 5 -

Composing the Message
• Choosing strong words
• Writing effective sentences
• Crafting coherent paragraphs

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Business Communicat

Chapter 5 -

Functional and Content
Words
• Correctness
• Suitability
– Denotation and connotation
– Abstraction and concreteness

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Business Communicat

Chapter 5 -

Finding Words
that Communicate Well
• Select powerful words
• Choose familiar words
• Avoid clichés and buzzwords
• Use jargon carefully

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Business Communicat

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Effective Sentences
• Simple
• Compound
• Complex
• Compound-complex

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Business Communicat

Chapter 5 -

Coherent Unified
Paragraphs
• Paragraph elements
– Topic sentence
– Support sentences
– Transitional elements

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Business Communicat

Chapter 5 -

Paragraph Development
• Illustration
• Comparison and contrast
• Cause and effect
• Classification
• Problem and solution

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Business Communicat

Chapter 5 -

Using Technology
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Style sheets and templates
Autocompletion and autocorrection
File merge and mail merge
Endnotes, footnotes, indexes and
tables of contents
• Document wizards
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Business Communicat

Chapter 5 -