© prentice hall, 2005 business communication essentialschapter 3 - 1 planning business messages

© Prentice Hall, 2005 Business Communication Essentials Chapter 3 - 1

Planning Planning Business MessagesBusiness Messages


Effective Business Effective Business MessagesMessages

• Purposeful

• Audience-centered

• Concise


The Three-Step ProcessThe Three-Step Process

• Planning

• Writing

• Completing


Define Your PurposeDefine Your Purpose

• General

– Inform

– Persuade

– Collaborate

• Specific

– Your goals

– Audience thoughts

– Audience actions


Analyze Your PurposeAnalyze Your Purpose

1. Is your purpose realistic?

2. Is the timing right?

3. Is the right person delivering it?

4. Is your purpose acceptable?


Develop an Audience Develop an Audience ProfileProfile

• Identify primary audience

• Determine size

• Determine composition

• Gauge level of understanding

• Project expectations and preferences

• Estimate probable reaction


Investigating the TopicInvestigating the Topic

• Formal sources

• Opinions of others

• Interviews

• Company files

• Employees or customers

• Audience input


Providing InformationProviding Information

• Accurate

• Complete

• Ethical

• Pertinent


Adapting Your MessageAdapting Your Message

• Audience

• Purpose

– Channel

–Medium

– Rapport


Selecting the Channel and MediumOral Channel Written Channel

•Face-to-Face

•Telephone

•Meetings

•Voice Mail

•Videotape

•Teleconferencing

•Memos

•Letters

•Reports

•E-mail

•Websites

•Instant Messages


Selecting the BestSelecting the BestChannel and MediumChannel and Medium

• Style and tone

• Feedback

• Perceptions

• Time• Cost• Expectations


Relating to the AudienceRelating to the Audience

• Use the “you” attitude

• Emphasize the positive

• Establish credibility

• Be polite and tactful

• Use bias-free language

• Project company’s image


Use The “You” AttitudeUse The “You” Attitude

Instead of This Use This

To help us process this order,

we must ask for another copy of

the requisition.

So that your order can be filled

promptly, please send another

copy of the requisition.

You should never use that type

of paper in the copy machine.

That type of paper doesn’t work

very well in the copy machine.



Emphasize the PositiveEmphasize the Positive


It is impossible to repair your

vacuum cleaner today.

Your vacuum cleaner will be

ready by Tuesday.

•Cheap merchandise

•Toilet paper

•Elderly person

•Bargain prices

•Bathroom tissue

•Senior citizen



Establish CredibilityEstablish Credibility

• Show understanding

• Explain credentials

• Avoid exaggerating

• Provide information

• Believe in yourself


Be Polite and TactfulBe Polite and Tactful


You really fouled things up with

that last computer run.

Let’s review what went wrong

so that the next computer run

goes smoothly.

You’ve been sitting on our order

for two weeks. We need it now!

We are eager to receive our

order. When can we expect

delivery?



Use Bias-Free LanguageUse Bias-Free Language

• Gender

• Race or ethnicity

• Age

• Disability


The Company’s ImageThe Company’s Image

• Be a spokesperson

• Convey the right impression

• Minimize your own views

• Maximize company interests


Reviewing Key Reviewing Key

PointsPoints• Learning the three-step process

• Planning business messages

• Determining your purpose

• Profiling the audience

• Selecting a channel and medium

© prentice hall, 2005 business communication essentialschapter 3 - 1 planning business messages

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