Chapter 3 Planning Spoken and Written Messages. Objectives 1. Identify the purpose of the message...
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Transcript of Chapter 3 Planning Spoken and Written Messages. Objectives 1. Identify the purpose of the message...
Chapter 3
Planning Spoken and Written Messages
Objectives1. Identify the purpose of the message and the
appropriate channel2. Develop clear perceptions of the audience to
enhance the impact of the communication and human relations
3. Apply techniques for adapting messages to the audience, including strategies for communicating ethically and responsibly
4. Recognize the importance of organizing a message before writing the first draft
5. Select the appropriate message outline (deductive or inductive) for developing messages to achieve the desired response
Process For Planning And Preparing Messages
A systematic analysis process will help you develop messages that save you and your organization valuable time and portray you as a capable energetic professional
Process for Planning and Preparing Spoken and Written Messages
Chapter 3 Lecture Slide
Ask yourself why you are preparing the message Get information Answer a question Make an announcement Accept an offer Deny a requests Seek support
Step 1Determine purpose and channel
Condense the answer to these questions into a brief sentence
This is the purpose or central idea
Step 1Determine The Purpose And Channel
Step 2Envision the Audience
Much confusion in communication is due to differences in the sender and receiver’s perceptions
You need to understand your audience to comprehend their possible perceptions of your communication
Focus on relevant information you know about the receiver and consider Age Economic level Educational/occupational background Needs and concerns of the receiver Culture Rapport Expectations
Step 2Envision the Audience
The Value of EmpathyChapter 3
Consider the impact of what you say and how you say it.
Assume an empathetic attitude toward the receiver
Example page 86
Step 2Envision the Audience
Focus on the receivers point of view Develop a “you attitude” rather than a
“me attitude” Use the word “you” (appropriately)
frequently as opposed to the pronoun “I”
Example page 89
Step 3Adapting the Message to the Audience
Give complements carefully Avoid flattery (undeserved praise)
Step 3Adapting the Message to the Audience
Concentrate on the following questions Does the message address the receivers
major needs and concerns? Is the receiver clearly in the picture? Will the receiver perceive the idea to be
fair, logical, and ethical? Are the ideas expressed clearly and concisely
Step 3Adapting the Message to the Audience
Does the messages serve as a vehicle for developing positive business relationships—even when the message is negative?
Is the message sent promptly to indicate courtesy? Does the message reflect high standards of a business professional
Quality paper, accurate formatting, quality printing, and absence of misspellings and grammatical errors?
Step 3Adapting the Message to the Audience
Communicate ethically and responsibly Consider the following questions
Is the information stated truthfully, honestly, and fairly?
Does the message embellish or exaggerate the facts?
Are the ideas expressed clearly and understandably?
Step 3Adapting the Message to the Audience
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1st Qtr 2nd Qtr 3rd Qtr 4th Qtr
Is your viewpoint supported with objective facts
Are ideas stated with tact and consideration that preserves the receivers self-worth?
– Libel-written defamatory remarks– Slander-spoken defamatory remarks
Are graphics carefully designed to avoid distorting facts and relationships?
Step 3Adapting the Message to the Audience
Build and protect goodwill Goodwill-when a business is worth more
than its tangible assets Good name Desirable location Unique product Excellent customer service, etc.
Insensitive messages can diminish goodwill
Step 3Adapting the Message to the Audience
Tone-the way a statement sounds and conveys the communicator’s attitude
Eliminate words that are overly euphemistic, condescending, demeaning, and bias
Step 3Adapting the Message to the Audience
Use euphemisms cautiously Euphemisms-kind word substituted for
ones that may offend
Example page 93
Step 3Adapting the Message to the Audience
Avoid condescending or demeaning expressions Imply the communicator is temporarily
coming down from eye level of superiority Demeaning expressions (dysphemism)
Makes an idea of seem negative for disrespectful
Ambulance chasers-lawyers Pigs-policemen, etc.
Step 3Adapting the Message to the Audience
Use connotative tone cautiously Denotative meaning-literal Connotative meaning-literal meaning plus
extra message
May be helpful at times
Example page 95
Step 3Adapting the Message to the Audience
Use specific language appropriately
Example page 96
Step 3Adapting the Message to the Audience
Use bias-free language Exclude stereotypes Avoid gender bias Avoid racial or ethnic bias Avoid age bias Avoid disability bias
Examples pages 97 and 98
Step 3Adapting the Message to the Audience
Overview of Generations
Matures: 1925–1942
Boomers: 1943–1960
Gen Xers: 1961–1980
Millennials: 1980–2003
Chapter 3
Use contemporary language Reflects corrected, standard English
used in a professional setting Eliminate outdated expressions Eliminate clichés
Overused expressions
Step 3Adapting the Message to the Audience
Eliminating Clichés
right as rain ships that pass in the night batten down the hatches salt of the earth long row to hoe up the creek without a paddle like a bull in a china shop
Chapter 3
Use simple, informal words Jargon may be used when
communicating with colleagues
Step 3Adapting the Message to the Audience
Communicate Concisely Include all relevant details in the fewest
possible words Necessary do to the “avalanche’ of
information created and distributed by technological advances
Step 3Adapting the Message to the Audience
Writing Concisely
Eliminate redundancies
Use active voice
Include essential details only
Tighten using prefixes, suffixes, compound adjectives
Chapter 3 Lecture Slide
Too low humidity is apparently the cause of the trouble. Your solution is to . . . .
Too low humidity is apparently the cause of the trouble. Your solution is to . . . .
Sample 1Just three days ago you asked us to investigate the problem you had with your air conditioning equipment. We have completed the investigation. As you probably know, your building is steam heated.
Sample 2You asked us to let you know when the new shipment of R-23 film came on the market.
The R-23 is now available.The R-23 is now available.
Revising for ConcisenessChapter 3
Eliminate redundancies A phrase in which one word unnecessarily
repeats an idea contained in an accompanying word
Not to be confused with repetition
Examples page 102
Step 3Adapting the Message to the Audience
Project a Positive, Tactful Tone
State ideas using positive language
Speak of what can be done instead of what you cannot be done
Negative Tone
We can not have your computer repaired until Monday
Chapter 3 Lecture Slide
Positive Tone
Your computer will be ready on Monday
Emphasis on what can NOT
be done
Emphasis on what CAN be
done
Sometimes negative words are more effective in achieving clarity (provides more contrast)
“Ink jet printers are not acceptable for printing resumes.”
Negative words may be necessary when positive words have not brought desired results
Step 3Adapting the Message to the Audience
Avoid using second person when stating negative ideas
Use second person for stating pleasant ideas
Step 3Adapting the Message to the Audience
Pleasant idea (second person preferred)
Fred created a informational brochure
Unpleasant idea (third person preferred)
The brochure has many mistakes
Emphasis placed on
FredEmphasis placed on the
brochure
Use passive voice to convey negative ideas
Step 3Adapting the Message to the Audience
Active voice
Jennifer turned in her research report one-week late
Passive voice
The research report was turned in one week after it was due
Preferred for negative ideas
Use subjunctive mood to de-emphasize negative ideas
Speak of a wish, necessity, doubt, or conditions contrary to fact
Step 3Adapting the Message to the Audience
Negative tone
I cannot accept your bid at this late date.
Subjunctive mood-positive tone
I wish I could accept late bids.
Include a positive idea in the same sentence with a negative one.
Step 3Adapting the Message to the Audience
Dividing a topic into parts and arranging them inappropriate sequence
Step 4 Organizing the Message
Outlining to benefit the sender and the receiver Some parts will be central ideas Other parts will be minor ideas (details)
Step 4 Organizing the Message
Benefits of OutliningBenefits of Outlining
Encourages accuracy and brevity
Permits concentration on one phase at a time
Saves time in structuring ideas
Provides a psychological life
Facilitates appropriate emphases of ideas
Facilitates concise and accurate message
Makes relationships between ideas easier to distinguish and remember
Promotes a positive reaction to the message and the sender
Chapter 3
Sender BenefitsSender Benefits Receiver BenefitsReceiver Benefits
Sequence ideas to achieve desired goals Follow the three-step process illustrated
in figure 3-3
Step 4 Organizing the Message
Step 4: Selecting an Outline for Spoken and Written Messages
Chapter 3 Lecture Slide
Summary Identify the purpose of the message and the
appropriate channel Develop clear perceptions of the audience to
enhance the impact of the communication and human relations
Apply techniques for adapting messages to the audience, including strategies for communicating ethically and responsibility
Recognize the importance of organizing a message before writing the first draft
Select the appropriate message outline (deducted or inductive) for developing messages to achieve the desired response