Print & Electronic messages

Written Messages
Advantages
Provide a permanent record
Can be reread and studied
Can be revised and edited
Can have legal value
Project an impression of authority and
professionalism
Ch 5 - 2

Written Messages
Disadvantages
Are generally transmitted slowly
Are viewed as more formal
Do not lend themselves to quick and thorough feedback
because the sender and receiver are in different locations
and there are few nonverbal cues
Require storage

Ch 5 - 3

Oral (Verbal) Messages

May be transmitted quickly
Have a more personal tone
Allow for immediate feedback
Create no permanent record
Provide limited time to review and respond to
message; therefore, not suitable for complex
messages
Ch 5 - 4

Developing Written Business Messages

Planning prewriting before words are put on
paper
Drafting creating the first version
Finalizing improving and correcting the draft to
create a final version

Ch 5 - 5

Step 1: Plan the Message

Analyse the communication situation.
Establish primary and secondary
purposes.
Analyse the receiver.
Select the type of message.
Select an organizational plan.
Outline the message content.
Ch 5 - 6

Step 2: Draft the Message

Apply the principles of business communication.
Use the you-viewpoint.
Focus on content.
Do not worry about being perfect; this is not the final
version of the message.

Ch 5 - 7

Step 3: Finalize the Message

Revise the message.
Edit the message.
Proofread the message.
Ch 5 - 8

Vocabulary Levels
Analyze your receiver to determine the
appropriate vocabulary level.
Use readability formulas and ratings to assist in
creating a document that will be understood by
the receiver.

Ch 5 - 9

Developing Electronic Messages

E-mail
Instant Messages
Blogs
Websites and Web pages
Ch 5 - 10

E-Mail Guidelines
Make the subject line meaningful.
Keep the subject line short.
Develop the content of message for desired results.
Make your message inviting.
Use position wisely and keep messages brief.
Use attachments carefully.
Limit your recipients.
Respect confidentiality.
Ch 5 - 11

E-Mail Guidelines (continued)

Hold your temper.
Eliminate emoticons; use abbreviations and initialisms
wisely.
Know when NOT to use e-mail.
Choose reply or reply to all as appropriate.
Set the context for your response.
Avoid e-mail chains.
Proofread the message before you send it.
Ch 5 - 12

Instant Messaging
Allows spontaneous interaction in
real time
Conveys only a thought or two at a
time
One of the fastest growing instant
messaging tools is Twitter
Ch 5 - 13

Blogs
Contains entries about specific topics or
areas of interest
Logs real time events
Displays entries in reverse chronological
order
May contain hyperlinks
Have a voice
Ch 5 - 14

Blog Writing
Determine the purpose of and the
audience for the blog.
Write in the proper format.
Establish credibility for the blog.
Create an archive.

Ch 5 - 15

Websites and Web Pages

Determine the purpose and audience.
Develop the content.
Design the site.
Address technical issues.
Develop the credibility of the site.

Ch 5 - 16

Determining the Purpose and Audience for a

Website
Why are you writing the document?
What is the primary message?
Whom do you want to visit your website?
How do you want visitors to your site to
respond?
Ch 5 - 17

Writing for the Web

Write for the scan-reader.
Use plain English.
Implement standards for web accessibility.
Optimize searchability of the website.
Revise, edit, and proofread.

Ch 5 - 18

Listening and Nonverbal Messages

Listening Situations
One-on-one
Small group
Large group

Ch 14 - 20

Hearing and Listening

Hearing is a physiological process and a
passive activity.
Listening is a mental process and involves
understanding and retaining the message.
Ch 14 - 21

The Listening Process

Hearing
Filtering
Interpreting
Responding
Remembering

Ch 14 - 22

Hearing
A physiological process
A passive activity requiring no
conscious effort
A prerequisite for listening

Ch 14 - 23

Filtering
The elimination of unwanted stimuli
Internal
External

The focus on stimuli of specific

interest

Ch 14 - 24

Interpreting
The listeners mind assigns meaning
to the stimuli.
Nonverbal and verbal cues are
considered.
A speakers prior comments and
actions are considered.
Ch 14 - 25

Responding
A form of feedback that lets the
sender know the message was
received and understood

Several types of responses

Ch 14 - 26

Remembering
Involves recall of information at a
later time
Relies on association placed on
the stimuli during the
interpretation phase
Ch 14 - 27

Guidelines for Effective Listening

Concentrate on the message.
Determine the purpose of the message.
Keep an open mind.
Provide feedback.
Minimize note taking.
Analyze the total message.
Do not talk or interrupt.
Ch 14 - 28

Three Listening Modes

Cautious listening
Skimming
Scanning
Ch 14 - 29

Barriers to Listening
Anything that interferes with the listening process.
Examples:
Physical distractions
Mental distractions
Health concerns
Nonverbal distractions
Inappropriate timing
Ineffective speech characteristics

Ch 14 - 30

 Advantages of Effective Listening

Builds relationships
Solves problems
Ensures understanding
Resolves conflicts
Improves accuracy
Ch 14 - 31

Nonverbal Communication
Communicates without words
Provides additional information to
use when interpreting what is said

Ch 14 - 32

Nonverbal Communication
May be unintentional
May be more honest than a verbal
message
Makes, or helps to make, a first
impression
Is always present
Ch 14 - 33

Types of Nonverbal Communication

Physical appearance
Written message or the sender
Body language
Space
Size of an area, proximity, and obstacles
Time
Amount of time spent and punctuality

Ch 14 - 34

Physical appearance
Listeners use physical appearance as a clue to judge a
speakers credibility

Body language
Advantage:

it conveys instant feedback to the sender

e.g.: A smile is interpreted as an expression of friendliness and approval
A smile indicates satisfaction but a frown shows disagreement
Body posture, body position and gestures
o A person sitting or standing straightly conveys confidence or pride
o A person slumping over may be perceived as being tired or depressed
o If an individual lean towards another person during a conversation, body language
indicates that the person likes or is interested in the other communicator.

Space
The amount of space people control influences attitudes
The size of a persons office, number of windows and paintings on the
wall indicate importance within hierarchy of an organization.
to 1 feet-------intimate communication with friends
1 to 4 feet ------casual conversation with friends and coworkers
4 to 12 feet -----formal conversation with business associates
More than 12 feet ---speeches and presentations to groups

Time
Punctuality relays a nonverbal message
A person who is always on time is perceived as well
organized
A person who is always late implies the
appointment is not important and disorganised