business communications writing effectively. business writing is: purposeful: it solves problems and...

Business Business CommunicationsCommunications

Writing EffectivelyWriting Effectively

Business Writing is:Business Writing is:

Purposeful:Purposeful: it solves problems and it solves problems and conveysconveys informationinformation

Economical: Economical: it is conciseit is concise

Reader-oriented:Reader-oriented: it focuses on theit focuses on the receiver,receiver, not the sendernot the sender

3-x-3 Writing Process3-x-3 Writing Process

Phase 1:Phase 1: analyzing, anticipating, analyzing, anticipating, adaptingadapting

Phase 2:Phase 2: researching, organizing, researching, organizing, composingcomposing

Phase 3:Phase 3: revising, proofreading, revising, proofreading, evaluatingevaluating

Phase 1Phase 1 Analyze:Analyze:

– Define your purposeDefine your purpose– Select the most appropriate channelSelect the most appropriate channel– Visualize the audienceVisualize the audience

Anticipate:Anticipate:– Put yourself in the reader’s position and predict Put yourself in the reader’s position and predict

his/her reactions to the messagehis/her reactions to the message

Adapt:Adapt:– Shape message to benefit readerShape message to benefit reader

Phase 2Phase 2

Research:Research: – Collect data formally and informallyCollect data formally and informally

Organize:Organize: – Group ideas into a list or outline; choose a Group ideas into a list or outline; choose a

strategystrategy Compose:Compose:

– Write a first draft; consider using a word Write a first draft; consider using a word processorprocessor

Phase 3Phase 3 Revise:Revise: for clarity, tone, and vigor; for clarity, tone, and vigor;

improve readability improve readability

Proofread:Proofread: for spelling, grammar, for spelling, grammar, punctuation and format; check punctuation and format; check overall appearanceoverall appearance

Evaluate:Evaluate: Will the final product Will the final product achieve its purpose?achieve its purpose?

Analyzing and AnticipatingAnalyzing and Anticipating

Analyze the task by identifying the Analyze the task by identifying the purpose and selecting the best purpose and selecting the best channelchannel

Anticipate the audience by Anticipate the audience by visualizing primary and secondary visualizing primary and secondary readersreaders

Develop: Develop:

Reader Benefits: Reader Benefits: Receiver-Focused Receiver-Focused Vs. Sender-FocusedVs. Sender-Focused

You Attitude: You Attitude: “You” View Vs. “I” “You” View Vs. “I” and/or “We” Viewand/or “We” View

Reader Benefits: Receiver Reader Benefits: Receiver FocusedFocused

E.g. E.g. Sender-focused:Sender-focused: “We are requiring “We are requiring

all staffers to complete these forms all staffers to complete these forms in compliance with company policy.”in compliance with company policy.”

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

Reader Benefits: Receiver Reader Benefits: Receiver FocusedFocused

E.g.E.g.Sender-focused: Sender-focused: “Because we need more “Because we need more

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

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

You AttitudeYou Attitude

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

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

You AttitudeYou Attitude

““I”/ I”/ ““We”: We”: “We are issuing a “We are issuing a refund.”refund.”

““You”:You”: “You will receive a “You will receive a refund.”refund.”

Adapting to Task and Adapting to Task and AudienceAudience Use reader benefits:Use reader benefits: the warranty starts the warranty starts

working immediatelyworking immediately Cultivate “you” attitude:Cultivate “you” attitude: you will receive you will receive

your orderyour order Use sensitive language avoiding gender, Use sensitive language avoiding gender,

race, agerace, age and disability biases:and disability biases: office office workers workers

Express thoughts positively:Express thoughts positively: you will be you will be happy tohappy to

Use precise, vigorous words:Use precise, vigorous words: fax me, e-mail fax me, e-mail me me

Use familiar words:Use familiar words: salary not remunerationsalary not remuneration

Eliminating Sexist LanguageEliminating Sexist Language

Career WomanCareer Woman

Man and WifeMan and Wife

The Little WomanThe Little Woman

Common ManCommon Man

Best Man for the JobBest Man for the Job

Mothers should Mothers should watch…watch…

ProfessionalProfessional

Husband and WifeHusband and Wife

WifeWife

Average PersonAverage Person

Best Person for the JobBest Person for the Job

Parents should watch…Parents should watch…

Avoid Negative Expressions Avoid Negative Expressions

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

Creating Forceful SentencesCreating Forceful Sentences

Recognize Phrases and ClausesRecognize Phrases and Clauses• Clauses have subjects and verbs; phrases don’tClauses have subjects and verbs; phrases don’t• Independent clauses are complete; dependent Independent clauses are complete; dependent

clauses are notclauses are not• Phrases and dependent clauses cannot Phrases and dependent clauses cannot

function as sentencesfunction as sentences• Independent Clause:Independent Clause: They eat cold pizza.They eat cold pizza.• Dependent Clause:Dependent Clause: that they want to return that they want to return

for a refundfor a refund• Phrase:Phrase: to return for a refundto return for a refund

Creating Forceful SentencesCreating Forceful Sentences

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

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

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

Emphasize important pointsEmphasize important points• Put main ideas first, using them as subjectsPut main ideas first, using them as subjects• Put them in short sentencesPut them in short sentences

Drafting Effective Drafting Effective ParagraphsParagraphs

Discuss only one topicDiscuss only one topic– Group similar ideas togetherGroup similar ideas together– Start a new paragraph for each new topicStart a new paragraph for each new topic

Arrange sentences in one of three strategic Arrange sentences in one of three strategic formatsformats– Direct Plan: Direct Plan: main sentence followed by supporting main sentence followed by supporting

sentencessentences– Pivoting Plan: Pivoting Plan: limiting sentences, main sentence, limiting sentences, main sentence,

supporting sentencessupporting sentences– Indirect Plan: Indirect Plan: supporting sentences, main sentencesupporting sentences, main sentence

Drafting Effective Drafting Effective ParagraphsParagraphs

Link ideas to build coherenceLink ideas to build coherence– Repeat idea or rephrase itRepeat idea or rephrase it– Use a pronoun: these, this etc.Use a pronoun: these, this etc.– Dovetail sentencesDovetail sentences

Use transitional expressions: Use transitional expressions: additionally, additionally, however, as a result, also, for example etc.however, as a result, also, for example etc.

Compose short paragraphs: Compose short paragraphs: fewer than eight fewer than eight lineslines

Revising for ClarityRevising for Clarity Keep it simple Keep it simple Keep it conversationalKeep it conversational Remove opening fillersRemove opening fillers Eliminate redundanciesEliminate redundancies Reduce compound prepositionsReduce compound prepositions Purge empty wordsPurge empty words Kick the noun habitKick the noun habit Dump trite business phrasesDump trite business phrases Develop parallelismDevelop parallelism Apply graphicsApply graphics Measure readabilityMeasure readability

Revision TechniquesRevision Techniques

Keep it simple:Keep it simple: avoid indirect avoid indirect pompous languagepompous languageE.g. It would not be inadvisable for you to E.g. It would not be inadvisable for you to

affix your signature at this point in time.affix your signature at this point in time.

I.e. You may sign now.I.e. You may sign now.


Keep it conversational: Keep it conversational:

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

Conversational: Conversational: We’re pleased to credit We’re pleased to credit your account for $100.your account for $100.


Remove Opening FillersRemove Opening Fillers– Wordy:Wordy: There are four new menu items that we There are four new menu items that we

must promote.must promote.– Improved:Improved: We must promote four new menu items.We must promote four new menu items.

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

Reduce Compound PrepositionsReduce Compound Prepositions– at such time, at which time…at such time, at which time…whenwhen– due to the fact that, inasmuch as…due to the fact that, inasmuch as…becausebecause


Purge Empty WordsPurge Empty Words– As for the field of athletic shoes, the As for the field of athletic shoes, the

degree of profits sagged.degree of profits sagged.– This is to inform you that we have a toll-This is to inform you that we have a toll-

free service line.free service line.


Kick the Noun HabitKick the Noun Habit

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

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


Dump Trite Business PhrasesDump Trite Business PhrasesWordy: Wordy: Pursuant to your request, enclosed please Pursuant to your request, enclosed please

find a job application.find a job application.Improved: Improved: As requested, we have enclosed a job As requested, we have enclosed a job

application.application. Develop Parallelism: Develop Parallelism: balanced constructionbalanced construction

Not parallel: Not parallel: We can collect information, store it, We can collect information, store it, and later it can be updated.and later it can be updated.

Parallel: Parallel: We can collect, store and update We can collect, store and update information.information.


Apply Graphic HighlightingApply Graphic Highlighting– Letters, such as Letters, such as (a)(a) and and (b)(b) within the text within the text– Numerals, like 1, 2 and 3 listed verticallyNumerals, like 1, 2 and 3 listed vertically– BulletsBullets– Headings using Print optionsHeadings using Print options

CAPITAL LETTERSCAPITAL LETTERS UnderscoresUnderscores BoldfaceBoldface ItalicsItalics Font sizeFont size


Bloopers…from churchBloopers…from church

http://www.lotsofjokes.com/cat_348.hhttp://www.lotsofjokes.com/cat_348.htmtm

Proofreading – What to look Proofreading – What to look forfor

SpellingSpelling GrammarGrammar PunctuationPunctuation Names and numbersNames and numbers FormatFormat

How to ProofreadHow to Proofread

Print a copy…preferably double-spacedPrint a copy…preferably double-spaced Set it aside for a breatherSet it aside for a breather Allow adequate time for careful Allow adequate time for careful

proofreadingproofreading Congratulate yourself when finding errorsCongratulate yourself when finding errors Read the message at least twice…for Read the message at least twice…for

meaning and grammar/mechanicsmeaning and grammar/mechanics Reduce reading speed…focus on each Reduce reading speed…focus on each

wordword

Evaluating the OutcomeEvaluating the Outcome

How successful will this How successful will this communication be?communication be?

Does the message say what you Does the message say what you want it to?want it to?

Will it achieve its purpose?Will it achieve its purpose? Did you obtain the intended Did you obtain the intended

feedback?feedback?

3-x-3 Writing Process3-x-3 Writing Process

Phase 1:Phase 1: analyzing, anticipating, analyzing, anticipating, adaptingadapting

Phase 2:Phase 2: researching, organizing, researching, organizing, composingcomposing

Phase 3:Phase 3: revising, proofreading, revising, proofreading, evaluatingevaluating

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