Planning Spoken and Written Messages

Chapter 3
Planning Spoken
and Written Messages
Objectives
1. 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
communicating ethically and responsibly
4. Recognize the importance of organizing a
message before writing the first draft
5. Select the appropriate message outline
(deductive or inductive) for developing
messages to achieve the desired response
Process For Planning And
Preparing Messages
 A systematic analysis process will help
you develop messages that save you
and your organization valuable time
and portray you as a capable energetic
professional
Chapter 3 Lecture Slide
Process for Planning and Preparing

Spoken and Written Messages
Step 1
Determine purpose and channel
 Ask yourself why you are preparing the
message
 Get information
 Answer a question
 Make an announcement
 Accept an offer
 Deny a requests
 Seek support
Step 1
Determine The Purpose And Channel
 Condense the answer to these
questions into a brief sentence
 This is the purpose or central idea

Step 2
Envision the Audience
 Much confusion in communication is
due to differences in the sender and
receiver’s perceptions
 You need to understand your audience
to comprehend their possible
perceptions of your communication
Step 2
 Focus on relevant information you
know about the receiver and consider
 Age
 Economic level
 Educational/occupational background
 Needs and concerns of the receiver
 Culture
 Rapport
 Expectations
Chapter 3
The Value of Empathy
Consider the impact

of what you say and
how you say it.
Step 2
 Assume an empathetic attitude toward
the receiver
Step 3
Adapting the Message to the Audience
 Focus on the receivers point of view
 Develop a “you attitude” rather than a
“me attitude”
 Use the word “you” (appropriately)
frequently as opposed to the pronoun “I”
Step 3
 Give complements carefully
 Avoid flattery (undeserved praise)
Step 3
 Concentrate on the following questions
 Does the message address the receivers
major needs and concerns?
 Is the receiver clearly in the picture?
 Will the receiver perceive the idea to be
fair, logical, and ethical? Are the ideas
expressed clearly and concisely
Step 3
 Does the messages serve as a vehicle
for developing positive business
relationships—even when the message
is negative?
 Is the message sent promptly to indicate
courtesy? Does the message reflect high
standards of a business professional
 Quality paper, accurate formatting, quality
printing, and absence of misspellings and
grammatical errors?
Step 3
 Communicate ethically and responsibly
 Consider the following questions
 Is the information stated truthfully, honestly,
and fairly?
 Does the message embellish or exaggerate
the facts?
 Are the ideas expressed clearly and
understandably?
Step 3
 Is your viewpoint supported with objective
facts
 Are ideas stated with tact and consideration
that preserves the receivers self-worth?
– Libel-written defamatory remarks 90
– Slander-spoken defamatory remarks 80
 Are graphics carefully designed to avoid 70
60
distorting facts and relationships? 50
40
30
20
10
0
1st Qtr 2nd Qtr 3rd Qtr 4th Qtr
Step 3
 Build and protect goodwill
 Goodwill-when a business is worth more
than its tangible assets
 Good name
 Desirable location
 Unique product
 Excellent customer service, etc.
 Insensitive messages can diminish
goodwill
Step 3
 Tone-the way a statement sounds and
conveys the communicator’s attitude
 Eliminate words that are overly
euphemistic, condescending, demeaning,
and bias
Step 3
 Use euphemisms cautiously
 Euphemisms-kind word substituted for
ones that may offend
Step 3
 Avoid condescending or demeaning
expressions
 Imply the communicator is temporarily
coming down from eye level of superiority
 Demeaning expressions (dysphemism)
 Makes an idea of seem negative for
disrespectful
 Ambulance chasers-lawyers
 Pigs-policemen, etc.
Step 3
 Use connotative tone cautiously
 Denotative meaning-literal
 Connotative meaning-literal meaning plus
extra message
 May be helpful at times

Step 3
 Use specific language appropriately
• to help the receiver understand your message easily.
• Creating clear mental images adds energy and imagination to
your messages , thus increasing its overall impact
Step 3
 Use bias-free language
 Exclude stereotypes
 Avoid gender bias
 Avoid racial or ethnic bias
 Avoid age bias
 Avoid disability bias
Chapter 3
Overview of Generations
 Matures: 1925–1942
 Boomers: 1943–1960
 Gen Xers: 1961–1980
 Millennials: 1980–2003
Step 3
 Use contemporary language
 Reflects corrected, standard English
used in a professional setting
 Eliminate outdated expressions
Step 3
 Use simple, informal words
 Jargon may be used when
communicating with colleagues
Step 3
 Communicate Concisely
 Include all relevant details in the fewest
possible words
 Necessary do to the “avalanche’ of
information created and distributed by
technological advances
Writing Concisely
 Eliminate
redundancies
 Use active voice
 Include essential
details only
 Tighten using prefixes,
suffixes, compound
adjectives
Chapter 3
Revising for Conciseness

Sample 1
Just three days ago you asked us to investigate the
problem you had with your air conditioning equipment.
We have completed the investigation. As you probably
know, your building is steam heated.
Too
Toolow
lowhumidity
humidityisisapparently
apparentlythe the cause
cause of
of the
the
trouble.
trouble.Your
Your solution
solutionisisto
to.... .. ..
Sample 2
You asked us to let you know when the new shipment
of R-23 film came on the market.
The
TheR-23
R-23isisnow
nowavailable.
available.
Step 3
 Eliminate redundancies
 A phrase in which one word unnecessarily
repeats an idea contained in an
accompanying word
 Not to be confused with repetition
Examples page 102

Project a Positive,
Tactful Tone
 State ideas using positive language
Emphasis on
Speak of what can be done instead of what you

Emphasis on what CAN be
cannot be done
what can NOT done
be done
Negative Tone Positive Tone

We can not have your
Your computer will be
computer repaired until
ready on Monday
Monday
Step 3
 Sometimes negative words are more
effective in achieving clarity (provides
more contrast)
“Ink jet printers are not acceptable for
printing resumes.”
 Negative words may be necessary when
positive words have not brought desired
results
Step 3
 Avoid using second person when stating negative
ideas
 Use second person for stating pleasant ideas
Emphasis
placed on
Emphasis Fred
placed on the
brochure
Pleasant idea (second Fred created a informational
person preferred) brochure
Unpleasant idea (third The brochure has many
person preferred) mistakes
Step 3
 Use passive voice
to convey negative Preferred for
ideas negative ideas
Active voice Passive voice

Jennifer turned in The research
her research report was turned
report one-week in one week after
late it was due
Step 3
 Use subjunctive mood to de-emphasize
negative ideas
 Speak of a wish, necessity, doubt, or conditions
contrary to fact
Negative tone Subjunctive mood-

positive tone
I cannot accept your bid I wish I could accept late
at this late date. bids.
Step 3
 Include a positive idea in the same
sentence with a negative one.
Step 4 Organizing the Message
 Dividing a topic into parts and

arranging them inappropriate
sequence
 Outlining to benefit the sender and the

receiver
 Some parts will be central ideas
 Other parts will be minor ideas (details)
Chapter 3
Benefits of Outlining
Sender Benefits Receiver Benefits
 Encourages accuracy  Facilitates concise and

and brevity accurate message
 Permits concentration  Makes relationships
on one phase at a time between ideas easier to
 Saves time in distinguish and
structuring ideas remember
 Provides a  Promotes a positive
psychological life reaction to the message
and the sender
 Facilitates appropriate
emphases of ideas
 Sequence ideas to achieve desired

goals
 Follow the three-step process illustrated
in figure 3-2
Step 4: Selecting an Outline for

Spoken and Written Messages
Summary
 Identify the purpose of the message and the
appropriate channel
 Develop clear perceptions of the audience to
enhance the impact of the communication and
human relations
 Apply techniques for adapting messages to the
audience, including strategies for communicating
ethically and responsibility
 Recognize the importance of organizing a message
before writing the first draft
 Select the appropriate message outline (deducted
or inductive) for developing messages to achieve
the desired response

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Chapter 3

Process for Planning and Preparing

 This is the purpose or central idea

The Value of Empathy

Consider the impact

– Slander-spoken defamatory remarks 80

 Are graphics carefully designed to avoid 70

distorting facts and relationships? 50

 May be helpful at times

 Gen Xers: 1961–1980

Revising for Conciseness

Examples page 102

Negative Tone Positive Tone

Active voice Passive voice

Negative tone Subjunctive mood-

 Dividing a topic into parts and

 Outlining to benefit the sender and the

 Encourages accuracy  Facilitates concise and

 Sequence ideas to achieve desired

Step 4: Selecting an Outline for

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