Writing
Business Messages
© Prentice Hall, 2007
Business Communication Essentials, 3e
Chapter 4 - 1
Three-Step Writing Process
Planning
Analyze Situation
Gather Information
Select Medium
Get Organized
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Writing
Analyze
the Audience
Compose
the Message
Business Communication Essentials, 3e
Completing
Revise
Produce
Proofread
Distribute
Chapter 4 - 2
Adapt to the Audience
Sensitivity
Relationships
Style and Tone
© Prentice Hall, 2007
Business Communication Essentials, 3e
Chapter 4 - 3
Audience Sensitivity
Adopt a
“You” Attitude
Demonstrate
Business Etiquette
Emphasize
the Positive
Use Bias-Free
Language
© Prentice Hall, 2007
Business Communication Essentials, 3e
Chapter 4 - 4
The “You” Attitude
Instead of This
Use This
To help us process this order,
So that your order can be filled
we must ask for another copy of
promptly, please send another
the requisition.
copy of the requisition.
Instead of This
Use This
You should never use that type
That type of paper doesn’t work
of paper in the copy machine.
very well in the copy machine.
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Business Communication Essentials, 3e
Chapter 4 - 5
Business Etiquette
Respect
Courtesy
Diplomacy
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Business Communication Essentials, 3e
Chapter 4 - 6
Emphasize the Positive
Instead of This
Use This
Cheap Merchandise
Bargain Prices
Fake
Imitation or faux
Used Cars
Resale Cars
Failing
Underperforming
Elderly Person
Senior Citizen
Pimples and Zits
Complexion Problems
© Prentice Hall, 2007
Business Communication Essentials, 3e
Chapter 4 - 7
Bias-Free Language
Age
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Gender
Disability
Business Communication Essentials, 3e
Racial
or Ethnic
Chapter 4 - 8
A Strong
Audience Relationship
Establish
Your Credibility
Build the
Company’s Image
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Business Communication Essentials, 3e
Chapter 4 - 9
Establish Your Credibility
Honesty and Objectivity
Performance
Audience Awareness
Self Confidence
Credentials/Expertise
Sincerity
Endorsements
Communication Style
© Prentice Hall, 2007
Business Communication Essentials, 3e
Chapter 4 - 10
Conversational
Tone
Controlling
Style And Tone
Plain English
Active and
Passive Voice
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Sentence Structure
and Vocabulary
Business Communication Essentials, 3e
Chapter 4 - 11
Using the Right Voice
Active Voice
Passive Voice
Subject + Verb + Object
Object + Verb + Subject
Joe rented the car.
The car was rented by Joe.
Characteristics
Characteristics
Direct
Concise
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Vigorous
Indirect
Business Communication Essentials, 3e
Tactful
Reserved
Chapter 4 - 12
Finding Words
That Communicate
Use Strong
Words
Use Familiar
Words
Avoid
Clichés
Minimize
Jargon
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Business Communication Essentials, 3e
Chapter 4 - 13
Coherent Paragraphs
Topic Sentences
Support Sentences
Transitions
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Business Communication Essentials, 3e
Chapter 4 - 14
Paragraph Development
Technique
Description
Illustration
Demonstrate with examples
Comparison or Contrast
Use similarities and differences
Cause and Effect
Focus on reasons and outcomes
Classification
Categorize a general idea
Problem and Solution
Pose a problem, offer a solution
© Prentice Hall, 2007
Business Communication Essentials, 3e
Chapter 4 - 15