Business Communications

Writing Effectively

Business Writing is:



Purposeful:

it solves problems and conveys information 

Economical:

it is concise 

Reader-oriented:

it focuses on the receiver, not the sender

3-x-3 Writing Process



Phase 1:

analyzing, anticipating, adapting 

Phase 2:

researching, organizing, composing 

Phase 3:

revising, proofreading, evaluating

Phase 1



Analyze:

– Define your purpose – – Select the most appropriate channel Visualize the audience 

Anticipate:

– Put yourself in the reader’s position and predict his/her reactions to the message 

Adapt:

– Shape message to benefit reader

Phase 2

  

Research:

– Collect data formally and informally

Organize:

– Group ideas into a list or outline; choose a strategy

Compose:

– Write a first draft; consider using a word processor

Phase 3



Revise:

for clarity, tone, and vigor; improve readability 

Proofread:

punctuation and format; check overall appearance for spelling, grammar, 

Evaluate:

its purpose?

Will the final product achieve

Analyzing and Anticipating

 Analyze the task by identifying the purpose and selecting the best channel  Anticipate the audience by visualizing primary and secondary readers

Develop:



Reader Benefits:

Receiver-Focused Vs. Sender-Focused 

You Attitude:

“You” View Vs. “I” and/or “We” View

Reader Benefits: Receiver Focused

E.g.

Sender-focused:

“We are requiring all staffers to complete these forms in compliance with company policy.”

Receiver-focused:

“Please complete these forms so that you will be eligible for health and dental benefits.”

Reader Benefits: Receiver Focused

E.g.

Sender-focused:

for our new inventory, we’re staging a two-for one sale.” “Because we need more space

Receiver-focused:

“This two-for-one sale makes it possible for you to buy a year’s supply of paper and pay for only six months’ worth.”

You Attitude

“I”/ “ We”:

“We take pleasure in announcing an agreement we made with HP to allow us to offer discounted printers in the student store.”

“You”:

“An agreement with HP allows you and other students to buy discounted printers at your convenient student store.”

You Attitude

“I”/ “ We”:

“We are issuing a refund.”

“You”:

“You will receive a refund.”

Adapting to Task and Audience

     

Use reader benefits:

working immediately the warranty starts

Cultivate “you” attitude:

your order you will receive

Use sensitive language avoiding gender, race, age and disability biases:

office workers

Express thoughts positively:

happy to you will be

Use precise, vigorous words:

mail me

Use familiar words:

remuneration salary not fax me, e-

Eliminating Sexist Language

Career Woman Man and Wife The Little Woman Common Man Best Man for the Job Mothers should watch… Professional Husband and Wife Wife Average Person Best Person for the Job Parents should watch…

Avoid Negative Expressions

 Writers are sometimes unaware of the hidden messages that they send:  You overlooked…you are careless      You state that…but I don’t believe you You failed to…you are careless You claim that…it’s probably untrue I am right…you do not understand Your delay…you are at fault

Creating Forceful Sentences

 Recognize Phrases and Clauses • Clauses have subjects and verbs; phrases don’t • Independent clauses are complete; dependent clauses are not • Phrases and dependent clauses cannot function as sentences • Independent Clause: They eat cold pizza.

• Dependent Clause: refund • Phrase: that they want to return for a to return for a refund

Creating Forceful Sentences

    Use the Active voice in most sentences: lost money.

We Use the passive voice to de-emphasize the performer and/or to be tactful: Money was lost by us.

Avoid dangling phrases: that the cause of death was strangulation by the coroner.

An autopsy revealed Emphasize important points • Put main ideas first, using them as subjects • Put them in short sentences

Drafting Effective Paragraphs

  Discuss only one topic – Group similar ideas together – Start a new paragraph for each new topic Arrange sentences in one of three strategic formats – Direct Plan: main sentence followed by supporting sentences – Pivoting Plan: – Indirect Plan: limiting sentences, main sentence, supporting sentences supporting sentences, main sentence

Drafting Effective Paragraphs

 Link ideas to build coherence – Repeat idea or rephrase it – Use a pronoun: these, this etc.

– Dovetail sentences  Use transitional expressions: additionally, however, as a result, also, for example etc.

 Compose short paragraphs: lines fewer than eight

          

Revising for Clarity

Keep it simple Keep it conversational Remove opening fillers Eliminate redundancies Reduce compound prepositions Purge empty words Kick the noun habit Dump trite business phrases Develop parallelism Apply graphics Measure readability

Revision Techniques



Keep it simple:

language avoid indirect pompous E.g. It would not be inadvisable for you to affix your signature at this point in time.

I.e. You may sign now.

Revision Techniques



Keep it conversational: Formal:

Our Accounting Department takes this opportunity to inform you that we have credited your account with the aforementioned amount.

Conversational:

account for $100.

We’re pleased to credit your

Revision Techniques

  

Remove Opening Fillers

– Wordy: There are four new menu items that we must promote.

– Improved: We must promote four new menu items.

Eliminate Redundancies: collect together, contributing factor, personal opinion etc.

Reduce Compound Prepositions

– at such time, at which time…

when

– due to the fact that, inasmuch as…

because

Revision Techniques



Purge Empty Words

– As for the field of athletic shoes, the degree of profits sagged.

– This is to inform you that we have a toll-free service line.

Revision Techniques



Kick the Noun Habit Wordy:

We must conduct an investigation of all parking violations before we can give consideration to your fine.

Improved:

We must investigate all parking violations before we can consider your fine.

Revision Techniques

 

Dump Trite Business Phrases Wordy:

Pursuant to your request, enclosed please find a job application.

Improved:

As requested, we have enclosed a job application.

Develop Parallelism: balanced construction

Not parallel: Parallel:

information.

We can collect information, store it, and later it can be updated.

We can collect, store and update

Revision Techniques



Apply Graphic Highlighting

– Letters, such as – Bullets (a) and (b) – Headings using Print options within the text – Numerals, like 1, 2 and 3 listed vertically  CAPITAL LETTERS     Underscores

Boldface

Italics Font size

Revision Techniques

 Bloopers…from church http://www.lotsofjokes.com/cat_348.htm

Proofreading – What to look for

 Spelling  Grammar  Punctuation  Names and numbers  Format

How to Proofread

      Print a copy…preferably double-spaced Set it aside for a breather Allow adequate time for careful proofreading Congratulate yourself when finding errors Read the message at least twice…for meaning and grammar/mechanics Reduce reading speed…focus on each word

Evaluating the Outcome

 How successful will this communication be?

 Does the message say what you want it to?

 Will it achieve its purpose?

 Did you obtain the intended feedback?

3-x-3 Writing Process



Phase 1:

analyzing, anticipating, adapting 

Phase 2:

researching, organizing, composing 

Phase 3:

revising, proofreading, evaluating