Writing Business Messages

1. Writing Business Messages

2. Planning Writing Completing Analyze Situation Adapt to the Audience Revise Gather Information Produce Compose the Message Select Medium Proofread Get Organized Distribute The Three-Step Process

3. Sensitivity Relationships Style and Tone Adapt to the Audience

4. Audience Sensitivity Adopt a “You” Attitude Demonstrate Business Etiquette Emphasize the Positive Use Bias-Free Language

5. Audience Speaking Writing The “You” Attitude Wishes Interests Hopes Preferences Effective communicators adopt the “you” attitude—speaking and writing in terms of your audience’s wishes, interests, hopes, and preferences. One way to use the “you” attitude is to replace words such as I, me, mine, we, us, and ours with words such as you and yours. Avoid overdoing the “you” attitude; otherwise, you run the risk of creating awkward sentences and sounding overly enthusiastic and artificial. The “you” attitude is not meant to be manipulative or insincere. In some situations, especially when trying to avoid sounding overly authoritative or accusing, it’s best to avoid using you. The “You” Attitude. These revisions reflect the reader’s viewpoint: For your convenience, an order form has been supplied in the back of our catalog. So that you can be served quickly, please bring your credit card to the store with you. For the next week, you can receive a 25 percent discount on all our 15-inch monitors. Do you need a bright, capable person to handle the bookkeeping in your office? If so, please consider me for the job. I recently earned a business degree with honors from Mira Costa College and am eager to put my skills to work for you. Enclosed is the $25 refund you requested.

6. Respect Courtesy Diplomacy Business Etiquette Courteous Communication. These phrases have a softer tone: We understand that your check was mailed last Thursday; however, our offices have not yet received it. When customers purchase merchandise at our end-of-season sales, all sales are final. Please sign the last page of the enclosed contract and return it to us. After receiving your letter telling us about our last shipment to you, we investigated both the shipping and delivery dates. Thank you for mailing your new will to our offices; so that we may be sure to follow your instructions, please mail them to us as soon as possible.

7. Avoid Negativity Stress Benefits Use Euphemisms Emphasize the Positive Emphasizing the Positive. These revisions have a more positive slant: So that your credit rating can be preserved, please remit your payment within 10 days. We offer refunds for merchandise that is returned in like-new condition. We will ship your Baby Cry doll in 10 days. Please indicate the blouse color you prefer on the enclosed order form and return it to us so that we can mail your order. The damage to your waterbed was caused by unusual conditions not covered by the guarantee; however, we will be happy to send you a replacement valve for $9.95, plus postage.

8. Age Gender Disability Race or Ethnicity Use Bias-Free Language Labels Perception Prejudices Stereotypes

9. Establish Your Credibility Project the Company’s Image Audience Relationships

10. Honesty Awareness Endorsements Confidence Objectivity Credentials Performance Sincerity Establish Your Credibility

11. Be a Spokesperson Follow Guidelines Observe Colleagues Project Company’s Image Project your company’s image by following these steps: Subordinate your own views and personality, at least to some extent, to the interests and style of your company. Follow your organization’s specific communication guidelines. Observe more experienced colleagues to see how they communicate, and never hesitate to ask for editorial help.

12. Conversational Plain English Active or Passive Control Style and Tone

13. Obsolete Language Emotion or Intimacy Preaching or Bragging Humor and Satire Conversational Tone Avoid Using Use Carefully

14. Straightforward Understandable Conversational Writing in Plain English

15. Direct Indirect Concise Tactful Vigorous Reserved Using the Right Voice Active Voice Passive Voice Subject + Verb + Object Object + Verb + Subject

16. Word Choice Sentences Paragraphs Composing the Message As you compose your first draft, let your creativity flow. Don’t try to draft and edit at the same time or try to make everything perfect. Realize that you’ll revise and edit later. Transition words and phrases tie ideas together and show how one thought is related to another. Use connecting words Echo a word or phrase from a previous paragraph or sentence Use a pronoun that refers to a noun used previously Use words that are frequently paired

17. Choose Strong Words Correct Effective Abstract Concrete Follow these steps when choosing strong words: Pay attention to grammatical correctness. Select the most suitable word. Balance abstract and concrete words. Abstract (truu tuong) words express concepts, qualities, or characteristics. Concrete (cu the) words stand for something we can touch, see, or visualize. When trying to find words that communicate well, do the following: Choose powerful words Choose familiar words Avoid clichés and use buzzwords carefully Use jargon carefully

18. Choose Familiar Words Choose Powerful Words Avoid Clichés and Buzzwords Use Jargon Carefully Communicate Effectively Cliches: bac si luat su den tham nha dau nam, co gi thi goic ho toi nhe, ong ban hom, buy 1 get 1 free

19. Choose the Type of Sentence Emphasize Key Thoughts Write Effective Sentences

20. Topic Sentence Support Sentences Paragraph Unity Paragraph Coherence Transitions Craft Good Paragraphs

21. Paragraph Development • Illustration • Classification • Cause and effect • Problem and solution • Compare and contrast

22. Style Sheets and Templates Endnotes and Footnotes Auto-Completion and Auto-Correction Indexes and Tables of Contents File Merge and Mail Merge Document Wizards Format with Technology