Planning Spoken and Written Messages

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.


Process for Planning and Preparing Spoken and Written Messages


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?


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


Develop clear perceptions of the audience to enhance the impact of communication and human relations.


Step 2: Envision the Audience

What should you learn What should you learn about your audience?about your audience?


Audience Perceptions

Meaning an audience derives Meaning an audience derives from a message is colored by:from a message is colored by:


Apply techniques for adapting messages to the audience, including strategies for communicating ethically and responsibly.


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


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.


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


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


Common Occupational Euphemisms


Using Connotative Words

• May be more easily misinterpreted than denotative words

• Appropriateness varies with the audience and the context


Adapting: Using Contemporary, Easily Understood Language

• Eliminate outdated expressions

• Eliminate clichés

• Choose simple, informal words


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.


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


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


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.


Recognize the importance of organizing a message before writing the first draft.


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


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


Select the appropriate message pattern (deductive or inductive) for developing messages to achieve the desired response.


Step 4: Select an Appropriate Outline

Planning Spoken and Written Messages

Documents

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