1 Planning Written and Spoken Messages Chapter 4 Lecture Slides.
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Transcript of 1 Planning Written and Spoken Messages Chapter 4 Lecture Slides.
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Planning Written and Planning Written and Spoken Messages Spoken Messages
Planning Written and Planning Written and Spoken Messages Spoken Messages
Chapter 4Chapter 4Lecture SlidesLecture Slides
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Learning Objective 1Identify the purposes and type of message
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Planning Written and Spoken Messages
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1 2 3 4 5 6 7Deter-mine the purpose and select the channel
Envision the audience
Consider the context
Choose a channel and the medium
Adapt the message to audienceneeds and concerns
Organize the message
Prepare the first draft
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The Purpose of the Message
•To Inform•To Persuade •To Convey Goodwill•To Establish Credibility
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Determine the Type of Message
• Good news messages: positive news, messages of appreciation or thank-you notes
• Neutral messages: routine messages, requests and claims, customer orders and credit, procedures
• Bad news messages: refusals of requests and claims, denials of credit, and problems with customer orders
• Persuasive messages: sales messages and persuasive requests
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What do you hope to accomplish with the message?
• Get information• Answer a question• Accept an offer• Deny a request• Seek support for or
sell a product or idea• Apologize
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PURPOSE
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Communicate Ethically & Responsibly
• State information as truthfully and fairly as possible
• Do not exaggerate facts
• Express ideas understandably
• Support viewpoint with facts
• State ideas with consideration that preserves receiver’s self-worth
• Design honest graphics11
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Learning Objective 2
Develop clear perceptions of the audience to enhance the impact of the communication and human relations.
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Envision the Audience
• Age• Economic level• Education and
work background• Needs and
concerns• Culture• Rapport• Expectations
What should you learn about your audience?
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Types of Workplace Audiences Managerial: look for the “big picture”
and tend to ignore details Non-expert: know little about a subject
and need more details Expert: know as much about the topic as
you do International/multicultural: may not speak
English as a first language and may have differing cultural interpretations of symbols and behaviors
Mixed: all of the above
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Audience Perceptions
• Previous experiences
• Attitude toward sender and ourselves
• Attitude toward subject
• Experience with channel, especially in electronic communication
Audience perception is colored by:Audience perception is colored by:
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Learning Objective 3
Consider the context of the message and any environmental influences that may affect its delivery.
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Step 3: Consider the Context
CONTEXTUAL DIMENSIONS
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•Physical Context
•Social Context
•Chronological Context
•Cultural Context
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Physical Context
How would these settings would change an interaction?
OfficeHallwayCompany PicnicMall
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Setting can influence the content and quality of interactions
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Social Context
How would these types of relationships
change an interaction:FriendlyCordialContentious
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The nature of the relationship between communicators
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Chronological Context
The ways time influences interactions
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Cultural Context
• Includes the organizational culture as well as the cultural backgrounds of individual members.
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Consider Organizational Culture
Communication flow in company
Cultural background of
employees
Successful message
Corporate Structure
People or team
oriented
Financial status
Policies and
Programs
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Remember This!Organizational Culture: a system of shared meanings and practices held by members that distinguish the organization from other organizations.
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Learning Objective 4
Determine the appropriate channel and media for communicating the message.
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Things to Consider When Considering Channel and Media
Richness vs. leanness
Need for interpretation (ambiguity)
Speed of establishing contact
Time required for feedback
Cost
Amount of information conveyed
Permanent record
Control over the message44
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Two-Way, Face to Face Communication
Vocal cues
Facial expressions
Bodily movement
Bodily appearance
Use of space
Touching
Clothing
Use of time
Provides Provides rich source of information through:
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BENEFITS
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Two-Way, Face-To-Face
• IN PERSON
• TRADITIONAL GROUP MEETING
• VIDEO OR TELECONFERENCE
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Two-Way, Not Face-To-Face
TELEPHONE CALL
VOICE MAIL MESSAGE
ELECTRONIC MAIL
INSTANT MESSAGING
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One Way, Not Face-To-Face
LETTER or MEMO
REPORT or PROPOSAL
WEB PAGE or BLOG
TEXT MESSAGING
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Learning Objective 5
Apply techniques for adapting messages to the audience.
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Focus on Receiver’s View Point “Me” Attitude “You” Attitude
I want to congratulate you on your award.
Congratulations! You are the Employee of the Year.
I am interested in ordering . . .
Please send me . . .(You is the understood subject.)
I give you permission to take an extra day of vacation.
You earned an extra day of vacation because of your performance.
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Cultivate a “You” Attitude
• Address the receiver’s needs and concerns
• Keep the receiver clearly in the picture
• Present fair, logical, and ethical ideas
• Express ideas clearly and concisely• Promote a positive business
relationship• Send messages promptly to
indicate courtesy• Reflect professional business
standards55
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Presenting the “You” Attitude
1. Poor: You failed to enclose your receipts for reimbursements.
Better: The reimbursement report you sent to accounting did not contain your receipts.
2. Poor: Your contract tells you plainly that.
Better: I am glad to explain more fully the contract terms.
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Learning Objective 6
Recognize the importance of organizing a message before writing the first draft and select the appropriate message outline (deductive or inductive) for developing messages to achieve the desired response.
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Select an Outline for Written and Spoken Messages
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Benefits to Outlining
Sender Oriented• Encourages accuracy and brevity• Permits concentration on one
phase at a time• Saves time in structuring ideas• Provides a psychological lift• Facilitates emphasis and de-
emphasis66
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Benefits to Outlining
Receiver Oriented• Message is more concise and
accurate• Ideas are easier to distinguish
and remember• Reaction to message more likely
positive
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Selecting an Outline
Deductive Sequence:
Inductive Sequence:
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when a message begins with the major idea
when a message withholds the major idea until accompanying details and explanations have been presented
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Receiver Reaction = Outline Order
Deductive Order(main idea first)
Message will please the receiver
Message is routine (will not please or
displease)
Inductive Order(details first)
Message will displease the receiver
Receiver may not be interested (will need
to be persuaded)
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Learning Objective 7
Prepare the first draft.
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Get Ready to Write
Message type and purpose
Logical Sequence
Begin composing message
Channel and
mediumContext of message
Audience needs &
perspective
Inductive or deductive
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