Planning Written and Spoken Messages

Raj Sekhar Abhishek kumar

Learning Objective
Identify the purposes

Type of message

Planning Written and Spoken Messages

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Determine the purpose and select the channel

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Envision the audience

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Consider the context

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Choose a channel and the medium

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Adapt the message to audience needs and concerns

Organize Prepare the the first message draft

The Purpose of the Message To Inform To Persuade To Convey To Establish Credibility

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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
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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
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Communicate Ethically & Responsibly

Do not exaggerate facts

State information as truthfully and fairly as possible Express ideas understandably Support viewpoint with facts State ideas with consideration that preserves receivers selfworth Design honest graphics
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Learning Objective
Develop clear perceptions of the audience to enhance the impact of the communication and human relations.

Envision the Audience

What should you learn about your audience?

Age Economic level Education and work background Needs and concerns Culture Rapport Expectations

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

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Audience Perceptions
Audience perception is colored by:

Previous experiences
Attitude toward sender and ourselves Attitude toward subject Experience with channel, especially in electronic communication
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Learning Objective
Consider the context of the message and any environmental influences that may affect its delivery.

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Consider the Context

CONTEXTUAL DIMENSIONS
Physical Context Social Context Chronological Context Cultural Context

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Physical Context
Setting can influence the content and quality of interactions

How would these settings would change an interaction? Office Hallway Company Picnic Mall
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Social Context
The nature of the relationship between communicators

How would these types of relationships change an interaction: Friendly Cordial Contentious
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Chronological Context
The ways time influences interactions

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Consider Organizational Culture

Communication flow in company Cultural background of employees Policies and Programs

Financial status

Successful message

People or team oriented

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Corporate Structure
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Learning Objective
Determine the appropriate channel and media for communicating the message.

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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 19 Control over the message

Two-Way, Face to Face Communication

Provides rich source of information through:
Vocal cues Facial expressions Use of space Touching Clothing Use of time

Bodily movement
Bodily appearance

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Two-Way, Face-To-Face
IN PERSON

TRADITIONAL GROUP MEETING

VIDEO OR TELECONFERENCE
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Two-Way, Not Face-To-Face

TELEPHONE CALL VOICE MAIL MESSAGE ELECTRONIC MAIL INSTANT MESSAGING
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One Way, Not Face-To-Face

LETTER or MEMO
REPORT or PROPOSAL WEB PAGE or BLOG TEXT MESSAGING
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Learning Objective 5
Apply techniques for adapting messages to the audience.

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Focus on Receivers View Point

Me Attitude
I want to congratulate you on your award.

You Attitude
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.

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Cultivate a You Attitude

Address the receivers 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 standards
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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.
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Learning Objective
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.
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Select an Outline for Written and Spoken Messages

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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 deemphasis
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Benefits to Outlining
Receiver Oriented Message is more concise and accurate Ideas are easier to distinguish and remember Reaction to message more likely positive
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Selecting an Outline
Deductive Sequence: when a message begins with the major idea Inductive Sequence: when a message withholds the major idea until accompanying details and explanations have been presented
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Deductive Order
(main idea first) Message will please the receiver Message is routine (will not please or displease)
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Receiver Reaction = Outline Order

Inductive Order
(details first)

Message will displease the receiver Receiver may not be interested (will need to be persuaded)
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Learning Objective
Prepare the first draft.

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Get Ready to Write

Message type and purpose Logical Sequence

Audience needs & perspective

Begin composing message Context of message

Inductive or deductive

Channel and medium

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