1

Planning Written and Planning Written and Spoken Messages Spoken Messages

Planning Written and Planning Written and Spoken Messages Spoken Messages

Chapter 4Chapter 4Lecture SlidesLecture Slides

2

Learning Objective 1Identify the purposes and type of message

11

3

Planning Written and Spoken Messages

11

1 2 3 4 5 6 7Deter-mine the purpose and select the channel

Envision the audience

Consider the context

Choose a channel and the medium

Adapt the message to audienceneeds and concerns

Organize the message

Prepare the first draft

4

The Purpose of the Message

•To Inform•To Persuade •To Convey Goodwill•To Establish Credibility

11

5

Determine the Type of Message

• Good news messages: positive news, messages of appreciation or thank-you notes

• Neutral messages: routine messages, requests and claims, customer orders and credit, procedures

• Bad news messages: refusals of requests and claims, denials of credit, and problems with customer orders

• Persuasive messages: sales messages and persuasive requests

11

6

What do you hope to accomplish with the message?

• Get information• Answer a question• Accept an offer• Deny a request• Seek support for or

sell a product or idea• Apologize

11

PURPOSE

7

Communicate Ethically & Responsibly

• State information as truthfully and fairly as possible

• Do not exaggerate facts

• Express ideas understandably

• Support viewpoint with facts

• State ideas with consideration that preserves receiver’s self-worth

• Design honest graphics11

8

Learning Objective 2

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

22

9

Envision the Audience

• Age• Economic level• Education and

work background• Needs and

concerns• Culture• Rapport• Expectations

What should you learn about your audience?

22

10

Types of Workplace Audiences Managerial: look for the “big picture”

and tend to ignore details Non-expert: know little about a subject

and need more details Expert: know as much about the topic as

you do International/multicultural: may not speak

English as a first language and may have differing cultural interpretations of symbols and behaviors

Mixed: all of the above

22

11

Audience Perceptions

• Previous experiences

• Attitude toward sender and ourselves

• Attitude toward subject

• Experience with channel, especially in electronic communication

Audience perception is colored by:Audience perception is colored by:

22

12

Learning Objective 3

Consider the context of the message and any environmental influences that may affect its delivery.

33

13

Step 3: Consider the Context

CONTEXTUAL DIMENSIONS

33

•Physical Context

•Social Context

•Chronological Context

•Cultural Context

14

Physical Context

How would these settings would change an interaction?

OfficeHallwayCompany PicnicMall

33

Setting can influence the content and quality of interactions

15

Social Context

How would these types of relationships

change an interaction:FriendlyCordialContentious

33

The nature of the relationship between communicators

16

Chronological Context

The ways time influences interactions

33

17

Cultural Context

• Includes the organizational culture as well as the cultural backgrounds of individual members.

33

18

Consider Organizational Culture

Communication flow in company

Cultural background of

employees

Successful message

Corporate Structure

People or team

oriented

Financial status

Policies and

Programs

33

19

Remember This!Organizational Culture: a system of shared meanings and practices held by members that distinguish the organization from other organizations.

33

20

Learning Objective 4

Determine the appropriate channel and media for communicating the message.

44

21

Things to Consider When Considering Channel and Media

Richness vs. leanness

Need for interpretation (ambiguity)

Speed of establishing contact

Time required for feedback

Cost

Amount of information conveyed

Permanent record

Control over the message44

22

Two-Way, Face to Face Communication

Vocal cues

Facial expressions

Bodily movement

Bodily appearance

Use of space

Touching

Clothing

Use of time

Provides Provides rich source of information through:

44

BENEFITS

23

Two-Way, Face-To-Face

• IN PERSON

• TRADITIONAL GROUP MEETING

• VIDEO OR TELECONFERENCE

24

Two-Way, Not Face-To-Face

TELEPHONE CALL

VOICE MAIL MESSAGE

ELECTRONIC MAIL

INSTANT MESSAGING

44

25

One Way, Not Face-To-Face

LETTER or MEMO

REPORT or PROPOSAL

WEB PAGE or BLOG

TEXT MESSAGING

44

26

Learning Objective 5

Apply techniques for adapting messages to the audience.

55

27

Focus on Receiver’s View Point “Me” Attitude “You” Attitude

I want to congratulate you on your award.

Congratulations! You are the Employee of the Year.

I am interested in ordering . . .

Please send me . . .(You is the understood subject.)

I give you permission to take an extra day of vacation.

You earned an extra day of vacation because of your performance.

55

28

Cultivate a “You” Attitude

• Address the receiver’s needs and concerns

• Keep the receiver clearly in the picture

• Present fair, logical, and ethical ideas

• Express ideas clearly and concisely• Promote a positive business

relationship• Send messages promptly to

indicate courtesy• Reflect professional business

standards55

29

Presenting the “You” Attitude

1. Poor: You failed to enclose your receipts for reimbursements.

Better: The reimbursement report you sent to accounting did not contain your receipts.

2. Poor: Your contract tells you plainly that.

Better: I am glad to explain more fully the contract terms.

55

30

Learning Objective 6

Recognize the importance of organizing a message before writing the first draft and select the appropriate message outline (deductive or inductive) for developing messages to achieve the desired response.

66

31

Select an Outline for Written and Spoken Messages

66

32

Benefits to Outlining

Sender Oriented• Encourages accuracy and brevity• Permits concentration on one

phase at a time• Saves time in structuring ideas• Provides a psychological lift• Facilitates emphasis and de-

emphasis66

33

Benefits to Outlining

Receiver Oriented• Message is more concise and

accurate• Ideas are easier to distinguish

and remember• Reaction to message more likely

positive

34

Selecting an Outline

Deductive Sequence:

Inductive Sequence:

66

when a message begins with the major idea

when a message withholds the major idea until accompanying details and explanations have been presented

35

Receiver Reaction = Outline Order

Deductive Order(main idea first)

Message will please the receiver

Message is routine (will not please or

displease)

Inductive Order(details first)

Message will displease the receiver

Receiver may not be interested (will need

to be persuaded)

66

36

Learning Objective 7

Prepare the first draft.

77

37

Get Ready to Write

Message type and purpose

Logical Sequence

Begin composing message

Channel and

mediumContext of message

Audience needs &

perspective

Inductive or deductive

77