©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 4 - 1
Planning
Planning
Business
Business
Messages
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 4 - 2
Effective Business
Effective Business
Writing
Writing
Purposeful
Purposeful
Purposeful
Purposeful
Audience-
Audience-
Concise
Concise
Concise
Concise
Centered
Centered
Audience-Centered
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 4 - 3
Three-Step Writing
Three-Step Writing
Process
Process
Step 1
Planning
Step 3
Completing
Step 2
Writing
Analyze
Investigate
Adapt
Organize
Select
Compose
Revise
Produce
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 4 - 4
Analyze Your Purpose
Analyze Your Purpose
General
General
Specific
Specific
Timing
Timing
Delivery
Delivery
Acceptability
Acceptability
Realism
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 4 - 5
Profile Your Audience
Profile Your Audience
Profile Your Audience
Profile Your Audience
Decision Makers and Key People
Decision Makers
and Key People Overall Sizeof AudienceOverall Sizeof Audience CompositionCompositionOverallOverall
Level of
UnderstandingLevel of
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 4 - 6
Gather Information
Gather Information
Viewpoints
of Others
Supervisors,
Colleagues, and
Customers
Reports and
Company Documents
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 4 - 7
Ethical
Ethical
Ethical
Ethical
Precise
Precise
Precise
Precise
Accurate
Accurate
Accurate
Accurate
Provide Information
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 4 - 8
Channel and Medium
Channel and Medium
Channel and Medium
Channel and Medium
A Continuum of Media Richness
Face-to-Face
Telephone E-mail
Notes, Letters, Memos
Fliers, Bulletins, Standard Reports Richer
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 4 - 9
Communication Channels
Communication Channels
Use An Oral Channel Use A Written Channel
•Don’t need immediate feedback
•Detailed, complex message
•Need permanent record
•Large, dispersed audience
•Minimize distortion
•Need immediate feedback
•Relatively simple message
•Don’t need permanent record
•Easy to assemble audience
©
Prentice Hall , 2003
Business Communicat ion Today
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 4 - 11
Reduced Productivity Privacy Issues
Inappropriate Content Speed of Information
Time-Zone Barriers
Dispersed Audience
Electronic
Communication
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 4 - 12
Relating to the Audience
Relating to the Audience
“You”
Attitude
Positive
Tone
Credible
Image
Polite
Treatment
Bias-Free
Language
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 4 - 13
The “You” Attitude
The “You” Attitude
Instead of This Use This
To help us process this order, we must ask for another copy of the requisition.
So that your order can be filled promptly, please send another copy of the requisition.
You should never use that type of paper in the copy machine.
That type of paper doesn’t work very well in the copy machine.
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 4 - 14
Emphasize the Positive
Emphasize the Positive
Instead of This
Use This
Cheap Merchandise Toilet Paper
Used Cars
High-Calorie Food Elderly Person
Pimples and Zits
Bargain Prices Bathroom Tissue Resale Cars
High-Energy Food Senior Citizen
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 4 - 15
Establish Credibility
Establish Credibility
Provide EvidenceEvidenceProvide
Be SincereSincereBe
Believe in Yourself
Believe in Yourself
Show
UnderstandingUnderstandingShow
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 4 - 16
Practice
Practice
Diplomacy
Diplomacy
Promote
Promote
Goodwill
Goodwill
Be Prompt
Be Prompt
Use Tact
Use Tact
Politeness
Politeness
and Courtesy
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 4 - 17
Bias-Free
Language
Gender
Gender
Race or
Race or
Ethnicity
Ethnicity
Age Bias
Age Bias
Disability
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 4 - 18
The Company’s Image
The Company’s Image
•
Be a spokesperson
•
Convey the right impression
•
Minimize your own views
