planning spoken and written messages
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Planning Spoken and Written Messages. Chapter 3. Learning Objectives. 1. Identify the purpose of the message and the appropriate channel. 2. Develop clear perceptions of the audience to enhance the impact of the communication and human relations. - PowerPoint PPT PresentationTRANSCRIPT
Lecture and Resource SlidesBCOM 3e, Lehman & DuFrene
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Planning Spoken and Written Messages
Chapter 3
Learning Objectives1. Identify the purpose of the message and the
appropriate channel.
2. 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 communication ethically and responsibly.
4. Recognize the importance of organizing a message before writing the first draft.
5. Select the appropriate outline (deductive or inductive) for developing messages to achieve the desired response.
Learning Objective 1
Identify the purpose of the message and the appropriate channel.
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Process for Planning and Preparing Spoken and Written Messages
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Step 1a: Determine the Purpose of the Message
WhatWhat do you hope to accomplish do you hope to accomplish with the message?with the message?
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Step 1b: Select a Channel
Situation Channel/Justification
Tell a customer damaged merchandise will be replaced
Notify a sales rep of job termination
Inform employees of a new Internet usage policy
Telephone or face-to-face: Lends importance to the message; more personal
Telephone or face-to-face: Lends importance to the message; more personal
Email: Routine matter; mass distribution
Learning Objective 2
Develop clear perceptions of the audience to enhance the impact of communication and human relations.
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Step 2: Envision the Audience
What should you learn What should you learn about your audience?about your audience?
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Audience Perceptions
Meaning an audience derives Meaning an audience derives from a message is colored by:from a message is colored by:
Learning Objective 3
Apply techniques for adapting messages to the audience, including strategies for communicating ethically and responsibly.
© 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
Step 3: Adapt the Message to the Audience
• Focus on the ________ point of view• Communicate ________ and __________• Build and protect ________• Use ____________ language• Use ______, informal words• Project a positive, ______ tone• Write ________
receiver’s
ethically responsibly
goodwill
contemporary
simple
tactful
concisely
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Adapting: Focusing on Receiver’s Viewpoint
“Me” Attitude “You” Attitude
I want to congratulate you on your award.
I am interested in ordering . . .
I give you permission to take an extra vacation day.
Congratulations! You are the Employee of the Year.
Please send me . . .(You is the understood subject.)
You earned an extra day of vacation because of your performance.
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Adapting: Communicating Ethically and Responsibly
• State information as truthfully and fairly as possible
• Do not exaggerate facts • Express ideas understandably• Support viewpoint with facts • Respect and preserve receiver’s self-worth• Design honest graphics
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Adapting: Building and Protecting Goodwill
• Use ___________ cautiously
• Avoid _____________ or demeaning expressions
• Use __________ tone cautiously
• Use _______ language appropriately
• Use ________ language
euphemisms
condescending
connotative
specific
bias-free
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Common Occupational Euphemisms
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Using Connotative Words
• May be more easily misinterpreted than denotative words
• Appropriateness varies with the audience and the context
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Adapting: Using Contemporary, Easily Understood Language
• Eliminate outdated expressions
• Eliminate clichés
• Choose simple, informal words
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Eliminating Clichés
Cliché Improved
Right as rain I am feeling good.
Ships that pass in the night
We are working different schedules.
Up the creek without a paddle
He is having trouble with his work.
Salt of the earth This employee can be counted on to do a job right.
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Adapting: Writing Concisely
• Eliminate redundancies
• Use active voice
• Include only relevant details
• Eliminate clichés
• Do not restate ideas
• Tighten using prefixes, suffixes, and compound adjectives
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Adapting: Projecting a Positive, Tactful Tone
• State ideas using _______ language• Avoid using ______ person when stating
negative ideas• Use _______ voice to convey negative ideas• Use __________ mood to de-emphasize
negative ideas• Include a ________ idea in the same
sentence with a ________ one
positivesecond
passivesubjunctive
positivenegative
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Projecting a Positive, Tactful Tone
Negative Tone Positive Tone
Don’t forget to submit your mileage.
Please remember to submit your mileage.
We cannot ship your order until you send us full specifications.
You will receive your orders as soon as you send us full specifications.
You neglected to indicate the specs for Part No. 332-3.
Please send the complete specs for Part No. 332-3 so your order can be finalized.
Learning Objective 4
Recognize the importance of organizing a message before writing the first draft.
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Sender Benefits from Outlining
• Encourages ________ and ______
• Permits ____________ on one phase at a time
• Saves time in __________ ideas
• Provides a ___________ lift
• Facilitates appropriate ________ of ideas
accuracy brevity
concentration
structuring
psychological
emphasis
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Receiver Benefits from Outlining
• Makes messages more concise and accurate
• Makes relationships between ideas easier to distinguish and remember
• Promotes a positive reaction to the message and the sender
Learning Objective 5
Select the appropriate message pattern (deductive or inductive) for developing messages to achieve the desired response.
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Step 4: Select an Appropriate Outline