Introduction to messages and the writing process - Business Communication
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Transcript of Introduction to messages and the writing process - Business Communication
Introduction to Messages and the Writing Process
Session -9
Informal Writing
• Retains some casual qualities (personal pronouns, contractions)
• Corresponds to proper conversation
Example: “I’ve read your excellent proposal. I predict the administrators will approve it.”
Formal Writing
• Maintains distance between writer and reader.
• Avoids personal references and contractions.
Example: “The proposal is excellent. The executives are likely to approve it.”
The Process of Writing (3 of 6)
• Then analyzing and organizing the information.–In the direct order if positive or neutral
reaction expected–In the indirect order if negative
reaction is anticipated
The Process of Writing (4 of 6)
• Writing the message–Follow preceding chapters’ clear
writing instructions.–Present in good format.
The Process of Writing (5 of 6)
• Rewriting–Rewrite.–And rewrite, and
rewrite.–Get input from
others.
The Process of Writing (6 of 6)
• Finally, editing, polishing, and presenting–The rewrite process is useful while you’re
learning (as a student).– In your eventual work assignment, you first
draft may be the finished product.
Routine Business Letters
““Once An Arrow Leave The BowOnce An Arrow Leave The Bow
You Can Not Recall It”You Can Not Recall It”
Routine Business Letters
GOALS
• BUSINESS WRITING has only two goals:– to make people understand you, and
– to get them to take some action
• Do you want your reader to: – buy your product or service?
– confirm a decision?
– simply like you & you are good to do business with?
Routine Business Letters
WRITING INTERNATIONAL LETTERS
• American letters are direct, informal and concise.• Japanese letter begin with references to nature• Germans start letters with a long, formal lead-in• Italians may refer to the receiver's family and
children.
Routine Business Letters
PLANNING
• Business Letters Require PlansAny kind of communication requires planning, whether it is a report, memo, or a business letter.
Three major elements exist in the planning of a business letter:– Analyze subject / reader
– Know your objectives / Idea
– Organize your letter
Routine Business Letters
PLANNING
• Analyze subject / reader– Much of your writing will be directed to the people
you have never met.– Realize how important it is to adapt your messages
to your receivers’ views, needs, interest, attitude and culture.
Routine Business Letters
PLANNING
• Know your objectives / Idea– The idea you include depend on the type of letter
you are sending and the background and the need of your receiver.
For instance: In a response from a large resort hotel to a person who has asked about rates, you might send a brief list of in-and-out of season price. If you limited your response to this list, you would miss an opportunity to sell the other services you have to offer.
Routine Business Letters
PLANNING
• Organize your Message:– Always keep in your mind the order in which you
are presenting your idea to the addressee is as important as your idea.
– Disorganized, rambling text of your letters often seem careless, confusing, and unimportant. However, different approaches are necessary for different cultures.
Routine Business Letters
BUSINESS LETTER WRITING• PURPOSE:
– Letters can be informational or persuasive and covering Claims, Inquiry, Orders, Quotation, Tender & Request for Adjustments.
ORGANIZATIONAL STRATEGY:
Generally organization use two types of strategy:
1)Direct Message2)Indirect Message
Routine Business Letters
BUSINESS LETTER WRITING
• Indirect Messages:Negative, Persuasive, ConvincingGiving psychological treatment 4 to 5 paragraph
with neutral reaction Buffer – neutral opening by praising
Appreciation, Similarity in agreement, Congratulations,
Good News, Assurance / Confidence Explanation Bad news (eg. I wish I could have attend the meeting …..) Alternatives Courteous Close end
Routine Business Letters
BUSINESS LETTER WRITING
– Exceptional Letters’ Scenario:
the Exceptional Messages have –ve aspect but that will be processed in direct manners:
Refusals (Routine Matters)Job RefusalsContract RefusalsShow Cause NoticesExplanation LettersTermination Letters
The 3x3 Writing Process
The model used for this course has three main steps, and each main step has three subcategories. The three major categories are
Prewriting Writing
Revising
The following slides will discuss the subcategories of each of these three main steps.
Guffey’s 3-x-3 Writing Process
• Phase 1: PrewritingAnalyzing, anticipating, adapting
• Phase 2: WritingResearching, organizing, composing
• Phase 3: RevisingRevising, proofreading, evaluating
Prewriting
Analyze...Y ou r p urpo seT he au d ien ce
Anticipate...T h e a ud ien ce 's n ee ds
Adapt...T h e m essag e to th e pu rpo seT h e m e ssa g e to th e a ud ien ce
Prewriting
Writing
ResearchG a th er the in fo rm ation
OrganizeD e cid e o n the o rd er o f the in fo rm ation
Com poseD ra ft th e m e ssa ge
W riting
Revising
Revising...C o nte n t
O rg an iza tionS ty le
Proofreading for...G ram m arS pe lling
P un c tu a tion
Evaluating...T h e e ffec tive n ess o f the d ocu m e nt
Revising
Worrying and planningwritingrevisingproof reading
25%
25%45%
5%
Time investment in each of the category
Analyzing the task
In analyzing the task, first we need to
• Identifying the Purpose of message
• Selecting the Best channel
Primary Purpose of the message
A message may serve two important purposesThe primary purposes for sending business message are typically to Inform and persuade A secondary purpose is to promote GoodwillActually we wanted to good in the eyes of our audience
Choosing Channels
Channel
Face-to-faceconversation
Telephone call
Voice mail message
Fax
Best use
To share personal message, be persuasive, or deliver bad news; richest communication channel
For convenience when nonverbal cues are unimportant
To leave message for response when convenient
To cross time zones, to produce written record, for speedy delivery
To exchange information conveniently and quickly, but problematic for some messages
Choosing Channels
Channel
Face-to-face group meeting
Video or teleconferencing
Memo
Letter
Report
Best use
When group decisions and consensus are important
To disperse data or elicit consensus from geographically dispersed group
To produce formal, written recordfor insiders
To produce formal, written record for customers and other outsiders
To deliver complex data internally or externally
Communication channel
• Face to face conversation• Telephone call• Voice mail messages• Fax• Email• Face to face group meeting• Video conferencing • Memo/ Letter
Profiling the audience
Primary audience• Who is my primary reader or listener?• What is my personal & prof. relationship with that
person?• What position does the individual hold in the
organization?• How much does that person know about the subject?• What do I know about that person’s education, beliefs,
culture and attitude?• Should I expect a natural, positive, or negative
responses to my messages?
Profiling the audience….. Contd.
Secondary audience• Who might see this message after the primary
audience?
• How do these people differ from the primary audience?
Spotlight Receive Behavior
• Our messages should be focus on “Reader Benefit”
• Adapting message to the receivers need means putting yourself in that person shoes
• It is called as EMPATHY
• EMPATHIC sender think about how a receiver will decode a message.
Developing Reader Benefits
Sender-focused
“We are requiring all staffers to complete these forms in compliance with company policy.”
Receiver-focused
“Please complete these forms so that you will be eligible for health and dental benefits.”
Developing Reader Benefits
Sender-focused
“Our warranty becomes effective only when we receive an owner’s registration.”
Receiver-focused
“Your warranty begins working for you as soon as you return you owner’s registration.”
Avoiding gender Bias
Gender Bias
female doctor, woman
Attorney
Waiter/ Waitress,
stewardess
Mankind, man-hour
The doctor……. he
Improved
doctor, attorney
Server, cabin attendant
Humanity, working hours
Doctors….. they
Avoiding gender Bias
Gender Bias
Executives and their wives
Businessman, salesman
Improved
Executives and their spouse
Businessperson, sales representatives
3- X- 3 WRITNG FOR BUSINESS MESSAGES
CHP # 4 5 PRESENTED BY SAAD & SAMSON
PREWRITING
• Analyze
• Anticipate
• Adapt
3- X- 3 WRITING FOR BUSINESS MESSAGES
CHP # 4 6 PRESENTED BY SAAD & SAMSON
WRITING
• Research
• Organize
• Compose
3- X- 3 WRITNG FOR BUSINESS MESSAGES
CHP # 4 7 PRESENTED BY SAAD & SAMSON
REVISING
• Revise
• Proofread
• Evaluate
Organizing Data
process of organization may begin before you collect data
might occur simultaneously with data collection
ideas follow in a sequence helps readers
Tips To Organize Data
• cross out idea that are obvious irrelevant; simplify and clarify
• add new ideas that seem to be appropriate
• study the ideas for similarities
CHP # 5
Listing and Outlining
Alphanumeric outline
I. First major component A. first subpoint 1. detail, illustration, evidence 2. detail, illustration, evidence B. second subpoint 1. 2.
II. Second major component
A. first subpoint 1. detail, illustration, evidence 2. detail, illustration, evidence B. second subpoint 1. 2.
CHP # 5
Decimal outline
I.0. First major component
1.1 first subpoint 1.1.1. detail, illustration, evidence 1.1.2. detail, illustration, evidence 1.2. second subpoint 1.2.1 1.2.1 2.0. Second major component
2.1. first subpoint 2.1.1. detail, illustration, evidence 2. 1.2. detail, illustration, evidence 2.2. second subpoint 2.2.1 2.2.2
CHP # 5
Organizing ideas into Patterns
Types of patterns
A. Direct pattern (for receptive audience)
B. Indirect pattern (for unreceptive audience)
Benefits of Direct Pattern
• saves the readers time
• sets proper frame of mind
• prevents frustration
Benefits of Indirect Pattern
• respect the feeling of audience
• ensures a fair hearing
• minimize the negative reaction
CHP # 5
Research Methods
FormalInformal
Research Methods
Formal Search Methods
a) Search ManuallyLibraries, reference books, encyclopedia, etc.
Formal Search Methods
b) Access ElectronicallyInternet, Databases, Compact Discs, etc.
Formal Search Methods
c) Investigate Primary SourcesDevelop firsthand information from the source by organizing focus groups or putting questionnaire.
Formal Search Methods
d) Experiment Scientifically Present choices with controlled variables instead of asking for target audience’s opinion.
Informal Search Methods
a) Look in the FilesBefore asking others for help, see what you can find yourself.
Informal Search Methods
b) Talk with your BossGet information from the individual making the assignment.
Informal Search Methods
c) Interview the Target AudienceConsider taking with individuals at whom the message is aimed.
Informal Search Methods
d) Conduct an informal Survey Gather helpful information via questionnaires or telephone surveys.
Informal Search Methods
e) Brainstorm for IdeasDiscuss ideas for the writing tasks at hand, and record atleast a dozen ideas without judging them.
Informal Search Methods
f) Develop a Cluster DiagramTo help you generate and organize ideas.
Organizing Concept
Organizing Data
Primary Purpose >>>>>>>>>>>>> Grouping & Patterning
• Necessary before or during collecting data.
• For more complex work it may be ongoing.
Organizing Ideas:Writers of well organized messages group similar ideas together so that the readers can see relationships and follow arguments.
Organizing Data
• Self Composure
Are you organized?
Organizing Data
Approach varies with project nature and type.
IMPORTANT TECHNIQUES
• Listing– For Simple Massages
• Outlining – For Complex Massages
Organizing Ideas Into Patterns
A. Direct Pattern for Receptive Audience
B. Indirect Pattern for Unreceptive Audience
Placing of Main Idea!
•Direct
•Indirect
Audience!
•Receptive
•Unreceptive
Direct Pattern for Receptive Audience
Important
Getting to the main idea quickly………!
Direct Pattern for Receptive Audience
Three advantages:
1. Saves reader’s time
2. Sets a proper frame of mind
3. Prevents frustration
Indirect Pattern for Unreceptive Audience
Works well with three kinds of messages:
Bad News
Needs persuasion
Important Idea
Three benefits:
1. Respects the feelings of the audience
2. Ensures a fair hearing
3. Minimizes the negative reaction
Indirect Pattern for Unreceptive Audience
Composing Message
Composing the First Draft
How to create an Effective Sentence?
• Using short sentences
• Avoiding dangling & misplace modifiers
Composing the First Draft
Example of Dangling & Misplaced Modifier
Dangling Modifier: To win the lottery, a ticket must be purchased.
Improved: To win the lottery, you must purchase a ticket.
Misplaced Modifier: Seeing his error too late, the envelope was immediately resealed by Mark.
Improved: Seeing his error too late, Mark immediately resealed the envelope .
Composing the First Draft
•Emphasizing important ideas
•Using the active voice
•Using the passive voice selectively
Composing the First Draft
Drafting Effective Paragraphs
1. Discussing one topicEffective Para focus on one topic
2. Using transitional expressions to build coherence, such as;Additionally, for example, accordingly, furthermore, etc
3. Composing short paragraphs Fewer than 8 lines
4. Organizing sentences into paragraphs
• Main Sentence• Supporting Sentence• Limiting Sentence
Drafting Effective Paragraphs
5. Using the direct paragraph plan
6. Using the pivoting paragraph plan
7. Using the indirect paragraph plan
Drafting Effective Paragraphs
Linking ideas to build coherence:
• Sustaining the key ideas
• Using pronouns
• Dovetailing sentences
Drafting Effective Paragraphs
THANK YOU