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CH5-Writing Business Messages-BCI 2.pptx
- 2. Chapter 5 - 2 The Three-Step Process Analyze Situation Gather Information Select Medium Get Organized Revise Produce Proofread Distribute Adapt to the Audience Compose the Message Planning Completing Writing
- 3. Chapter 5 - 3 Adapting To Your Audience What’s in this for me? Style and Tone Relationships Sensitivity Information
- 4. Chapter 5 - 4 Being sensitive to your Audience Needs Use Bias-Free Language Emphasize the Positive Maintain Standards Of Etiquette Adopt the “You” Attitude
- 5. Chapter 5 - 5 Using The “You” Attitude Preferences Hopes Interests Wishes Speaking Writing Audience
- 6. Using The “You” Attitude (cont.) Instead of This Write This Tuesday is the only day that we can promise quick response to purchase order request; we are swamped the rest of the week. If you need a quick response, please submit your purchase order request on Tuesday We offer MP3 player with 50,70, or 100 gigabytes of shortage capacity You can choose an MP3 player with 50,75 or 100 gigabytes of shortage. Instead of This Write This
- 7. Avoid using you and yours • Makes you sound dictatorial • Makes someone else feel guilty • Goes against your organization’s style • Is inappropriate for the culture
- 8. Avoid Using The “You” Attitude Instead of This Write This You failed to deliver the customer’s order on time The customer didn’t receive the order on time or lets figure out a system that will ensure on-time deliveries You must correct all five copies by noon All five copies must be corrected by noon. Instead of This Write This
- 9. Chapter 5 - 9 Maintaining Standards Etiquette Courtesy Respect Diplomacy
- 10. Maintaining Standards Etiquette Instead of This Write This Once again,you’ve managed to bring down the entire website through your incompetent programming Let’s review the last website update so that we can find out how to improve the process. You’ve been sitting on our order for two weeks, and we need it now Our production schedules depend on timely delivery of parts and supplies, but we have not yet received the order you promised to deliver two weeks ago. Please respond today with a firm delivery commitment Instead of This Write This
- 11. Figure:5.1: Positive Relationship Chapter 5 - 11
- 12. Chapter 5 - 12 Emphasize the Positive Avoid Negativity Stress Benefits Use Euphemisms
- 13. Avoid Negativity Instead of This Write This It is impossible to repair your laptop today Your computer can be ready by Tuesday. Would you like a loaner until then? We apologize for inconveniencing you The renovations now under way will help us serve you better. Instead of This Write This
- 14. Stress Benefits Instead of This Write This We will notify all three credit reporting agencies if you do not pay your overdue bill within 10 days. Paying your overdue bill within 10 days will prevent a negative entry on your credit record I am tired of seeing so many errors in the customer-service blog Proofreading your blog postings will help you avoid embarrassing mistakes that generate more customer-service complaints. Instead of This Write This
- 15. Use Euphemisms Instead of This Write This Cheap Merchandise Fake Used Cars Failing Elderly Person Pimples and Zits Bargain Prices Imitation or faux Resale Cars Underperforming Senior Citizen Complexion Problems
- 16. Chapter 4 - 16 Using Bias-Free Language Age Bias Gender Bias Disability Bias Racial or Ethnic Bias
- 17. Table 5.1: Overcome Bias in Language Chapter 5 - 17
- 18. Chapter 5 - 18 Building Strong Relationships with your Audience Establish Your Credibility Project the Company’s Image
- 19. Chapter 5 - 19 Establishing Your Credibility Honesty Objectivity Awareness of Audience needs Credentials Knowledge and expertise Endorsements Performance Confidence Communication Style Sincerity (hyperbole)
- 20. Establishing Your Credibility Instead of This Write This We hope this recommendation will be helpful. We’re glad to make this recommendation. We trust that you’ll want to extend your service contract. By extending your service contract, you can continue to enjoy top-notch performance from your equipment Instead of This Write This
- 21. Chapter 5 - 21 Projecting Your Company Image Be a Spokesperson Follow Guidelines Observe Colleagues
- 22. Chapter 5 - 22 Controlling Your Style and Tone Conversational Plain Language Active and Passive
- 23. Chapter 5 - 23 Business Communication Texting vs. Writing Stale and Pompous Language Preaching or Bragging Intimacy or Humor Conversational Tone
- 24. Table 5.2: Finding The Right Tone Chapter 5 - 24
- 25. Table 5.3: Weeding out Obsolete Phrases Chapter 5 - 25
- 26. Chapter 5 - 26 Using Plain Language “You” Attitude Audience Respect Productivity
- 27. Chapter 5 - 27 Using the Right Voice Active Voice Passive Voice Vigorous Concise Direct Subject + Verb + Object Reserved Tactful Indirect Object + Verb + Subject
- 28. Table 5.4: Choosing the Active or Passive Voice Chapter 5 - 28
- 29. Chapter 5 - 29 Composing Your Message Strong words Effective Sentences Coherent Paragraphs
- 30. Chapter 5 - 30 Choose Strong Words Correct Abstract Effective Concrete
- 31. Chapter 5 - 31 Choose Powerful Words Choose Familiar Words Avoid Clichés and Buzzwords Use Jargon Carefully Finding Words That Communicate Well
- 32. Table 5.5: Finding the Words That Communicate with Power Chapter 5 - 32
- 33. Chapter 5 - 33 Creating Effective Sentences Choose the Type of Sentence Emphasize Key Thoughts
- 34. Choosing From The Four Types of Sentences • Simple Sentence: has one main clause (a single subject and single predicate). Although it may expanded by nouns and pronouns that serve as objects of the action and by modifying pareses. E.g.: Profits increased in the past year. • Compound: Has two main clauses that express two or more independent but related thoughts of equal importance, usually joined by, and, but, or or. In effect, a compound sentences is a merger of two or more simple sentences (independently clause) that are related .E.g.: Wage rates have declined by 5 percent, and employee turnover has been high. • The independent clauses in a compound sentence are always separated by a comma or by a semicolon (in which case the conjunction—and, but, or—is dropped).
- 35. Choosing From The Four Types of Sentences (cont.) • Complex sentence: expresses one main thought (the independent clause) and one or more subordinate thoughts (dependent clauses that can’t stand alone as a valid sentence). In dependent and dependent clauses are usually separated by comma. E.g.: Although you may question Gerald’s conclusions, you must admit that his research is thorough. • Compound-complex sentence: has two main clauses, at least one of which contains a subordinate clause: E.g.: Profits have increased in the past year, and although you may question Gerald’s conclusions, you must admit that his research is thorough. • When constructing a sentence, choose the form that matches the relationship of the ideas you want to express. If you have two ideas of equal importance, express them as two simple sentences or as one compound sentence. • However, if one of the ideas is less important than the other, place it in a dependent clause to form a complex sentence.
- 36. Choosing From The Four Types of Sentences (cont.) • To make your writing as effective as possible, strive for variety and balance using all four sentence types. • If you use too many simple sentences, you won’t be able to properly express the relationships among your ideas, and your writing will sound choppy and abrupt • If you use too many long, compound sentences, your writing will sound monotonous. • On the other hand, an uninterrupted series of complex or compound-complex sentences is hard to follow. Chapter 5 - 36
- 37. Using sentence style to emphasize key thoughts • In every message, some ideas are more important than others. You can emphasize these key ideas through your sentence style. One obvious technique is to give important points the most space. • When you want to call attention to a thought, use extra words to describe it. E.g.: The chairperson called for a vote of the shareholders. To emphasize the importance of the chairperson, you might describe her more fully. • You can emphasize ideas in a sentence by – Devoting more words to them – Putting them at the beginning or at the end of the sentence – Making them the subject of the sentence
- 38. Chapter 5 - 38 Crafting Unified, Coherent Paragraphs Transitions Support Sentences Topic Sentence Paragraph Unity Paragraph Coherence
- 39. Using Topic Sentence, Support Sentences and Transitions
- 40. Chapter 5 - 40 • Illustration • Compare and Contrast • Cause and Effect • Classification • Problem and Solution Five ways to Develop a Paragraph
- 41. Chapter 5 - 41 Using Technology To Compose And Shape Your Messages Style Sheets and Templates Smart Documents Master Documents Auto-Completion Auto-Correction Endnotes, Footnotes, Indexes, and TOCs Wizards Mail Merge
- 42. Thanks Q&A