Instructor: Fatima NaseemInstructor: Fatima NaseemLecture # 08Lecture # 08

fatima.naseem@uettaxila.edu.pk http://web.uettaxila.edu.pk/CMS/AUT2010/http://web.uettaxila.edu.pk/CMS/AUT2010/cpComSbs/index.aspcpComSbs/index.asp

COMMUNICATIONS COMMUNICATIONS SKILLSSKILLS

Chapter # 06Chapter # 06

The Process Of The Process Of Preparing Effective Preparing Effective Business MessagesBusiness Messages

OverviewFive Planning StepsFive Planning Steps

Identify your purposeIdentify your purposeAnalyze your audienceAnalyze your audienceChoose your ideasChoose your ideasCollect your dataCollect your dataOrganize your messageOrganize your message

Basic Organizational PlansBasic Organizational PlansDirect (Deductive) ApproachDirect (Deductive) ApproachIndirect (Inductive) ApproachIndirect (Inductive) Approach

Beginnings and EndingsBeginnings and EndingsOpening and Closing ParagraphsOpening and Closing Paragraphs

Composing the messageComposing the messageDrafting/ Revising/ EditingDrafting/ Revising/ Editing

Five Planning StepsFive Planning StepsIdentify your purposeIdentify your purposeAnalyze your audienceAnalyze your audienceChoose your ideasChoose your ideasCollect your dataCollect your dataOrganize your messageOrganize your message

Identify Your PurposeIdentify Your PurposeThe objective of your message is twofold; the the

purpose of your messagepurpose of your message and to create the to create the goodwillgoodwill

Your message can be informational, persuasive informational, persuasive or negotiationor negotiation

Analyze Your AudienceAnalyze Your AudienceSee your message from receivers point of

viewBe very careful while communicating with

foreigners, for they have different cultureHave some pre-knowledge of the receiverBe very specific about the salutation,

names, initials, their basic cultural rulesTry to see the person as a member of a

group like a business person or a professional, a new or long time customer etc

Choose Your IdeasChoose Your IdeasWith your purpose and receiver in mind,

choose your ideas for messageIdeas depend on the type of message,

situation, cultural contextIf you are answering to someone's letter

highlight all queries and write them in short form and reply them

If message is complex do some brain storming and write all ideas

Then select ideas appropriate for your message

Collect Your DataCollect Your DataCollect the data to support your ideasBe sure you are aware of your company's

policies and procedures if your meassage requires them

Be careful about the facts, figures, dates, time, names, titles, addresses etc.

Check for the precision of your data

Organize your messageOrganize your messageBefore writing your first draft outline your

organization of message orally or write it roughly.

Organization may be direct or indirect

Basic Organizational PlansBasic Organizational Plans

Basic Organizational PlansBasic Organizational PlansThe choice of organizational plan depends on

your receiver, his/her knowledge of topic and situation, his/her cultural conventions etc.

Generally for letters & memos there are four basic organizational plans:

Direct-RequestDirect-RequestGood NewsGood NewsBad NewsPersuasive-Request

All these are flexible guides and not hard & fast rules

Direct (Deductive) ApproachDirect (Deductive) ApproachUsed when audience is receptiveBegin with main idea or good news Include good news and direct request plansThree parts:

Main ideaExplanationCourteous close

See checklist 6.1 for differences and similarities between the two types

Indirect (Inductive) ApproachIndirect (Inductive) ApproachWhen resistance to message is expectedIncludes bad news and persuasive

messagesMain idea not presented firstBuffer:Buffer: a relevant pleasant, neutral or

receiver benefit statementIn this message a buffer is introducedSee check list 6.1

Beginnings and EndingsBeginnings and Endings

Beginnings and EndingsBeginnings and EndingsTwo most important positions in a business

messages are opening and closingAs said:

““First impression is the last impression”First impression is the last impression”And

““We remember best what we read last”We remember best what we read last”Whenever possible put the main idea in

beginning and endings

Opening ParagraphsOpening ParagraphsChoose opening appropriate for message

purpose and readerMain idea first(request, good news,

announcements)Buffer first (refusal or bad news)Attention getting statements first

(persuasive)Make the opening considerate, courteous,

Concise, ClearCheck for CompletenessSee checklist 6.3

Closing ParagraphsClosing ParagraphsMake action request clear and complete with the

Five Ws and the HWhat and who?How and where?When and why?

End on a positive courteous thoughtInclude any apologies before last paragraphs(if

applicable)Be friendlyShow appreciationOccasionally add a personal note

Keep Last Paragraph Concise and CorrectSee checklist 6.4

Composing The MessageComposing The Message

Drafting Your MessageDrafting Your MessageYour first draft is always rawYou prepare first draft according to your

organizational plan either circular or linearNow you have to refine it by revision and

proofreading

Revising Your MessageRevising Your MessageMeans adding necessary data and deleting

unnecessary materialMake sure points are adequately supportedCheck your organizational supportReview your language

Editing and Proof Reading Editing and Proof Reading Make sure your documents have no

mistakes in grammar, spellings, punctuations or word choice

See for typographical errorsRead aloudSpecially for foreign language

Any Questions ?

Next presentation on 8th DecemberMake sure its of 5 minutes only for each

groupQuiz of chapter 6 & 16 on 15th December