Business Communication 10e,

Newman
 Audience
Analysis Planning Drafting

Revising Proofreading

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 Audience Planning
Analysis Determining Drafting
Studying relevant purpose, content, Composing a first
aspects of the and organization draft
receiver

Revising Proofreading
Checking for
Editing for content,
content,
style, and
typographical, and
correctness
format errors

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certain product or service or otherwise on a password-protected website for classroom use.
 Audience
Analysis Planning Drafting

Revising Proofreading

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certain product or service or otherwise on a password-protected website for classroom use.
 Remember This About Your Audience

People need specific

No one is perfect.
information.

People want to know

Most people are honest
what they will gain by
and reasonable.
taking action.

Most people would react

People don’t like to be to your message the
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“talked down to.” same way you would if

you had received it.

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part, except for use as permitted in a license distributed with a certain product or service or otherwise on
a password-protected website for classroom use. 6
EXAMPLE: NATIONAL CARRIER VIETNAM AIRLINES RESPONDED TO
MEDIA REQUESTS AFTER THEIR FOUR FLIGHT ATTENDANTS WERE
DETAINED FOR ALLEGEDLY CARRYING DRUGS FROM PARIS TO HCMC

Answer the following questions:

• Who is the audience?
• What is your relationship with the audience?
• How will the audience likely react?
• What does the audience already know?
• What is unique about the audience?

TIM GRAHAM/ALAMY
 Audience
Analysis Planning Drafting

Revising Proofreading

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certain product or service or otherwise on a password-protected website for classroom use.
 General-Purpose Statement Specific Communication Objective

To have the employee feel good after

To compliment the employee
the interaction with the customer and
(after I observed a difficult
to understand that she handled the
customer interaction)
situation well

To have the prospective client call us

To win the business (by sending a
for an in-person meeting before June
proposal to a prospective client)
30

To help the customer embed a form on

To help the customer to her
her website and give her confidence to
satisfaction
do this on her own in the future

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 Details

Possible Possible Details

Points Points

Details
Message
Purpose

Details
Possible
Possible Points
Details Points

Details

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certain product or service or otherwise on a password-protected website for classroom use.
 Audience
Analysis Planning Drafting

Revising Proofreading

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certain product or service or otherwise on a password-protected website for classroom use.
 Procrastination is just a habit.
A week or two before the deadline…

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 Choose the right environment

Minimize distractions

Schedule a reasonable block of time

State your purpose in writing

Write freely

Think out loud

Avoid perfectionism

DOGLIKEHORSE/SHUTTERSTOCK.COM Write the easiest parts first

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certain product or service or otherwise on a password-protected website for classroom use.
⦿ Follow company standards for the salutation
⦿ Use a descriptive, attention-grabbing subject
line
⦿ Don’t copy the world
⦿ Use BCC sparingly
⦿ Keep emails short and skimmable
⦿ Check your tone

⦿ Provide context
⦿ Follow company standards for the closing and
signature line
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certain product or service or otherwise on a password-protected website for classroom use.
 SAMPLE

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certain product or service or otherwise on a password-protected website for classroom use.
 SAMPLE

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certain product or service or otherwise on a password-protected website for classroom use.
 Audience
Analysis Planning Drafting

Revising Proofreading

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certain product or service or otherwise on a password-protected website for classroom use.
 Content Style Correctness

Reread your Read each Identify

purpose statement paragraph again problems with
and the entire (aloud, if possible) grammar,
draft to get an to get a feel for spelling,
overview of your the rhythm and punctuation, and
message. flow of your word usage.
writing.

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certain product or service or otherwise on a password-protected website for classroom use.
 Audience
Analysis Planning Drafting

Revising Proofreading

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certain product or service or otherwise on a password-protected website for classroom use.
 Misused words that spellcheckers won’t flag
Repeated or omitted words
Proper names and numbers
Titles and headings

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 Proofread in print

Print on yellow or pink paper

Wait a few hours or overnight

Use a ruler to guide and slow down your eyes

Read backwards, one sentence at a time

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certain product or service or otherwise on a password-protected website for classroom use.
1. There to busy with they’re report to be their for
the hearing.
2. I will except your advise, but the affect of doing
so may bring alot of change.
3. Your going to present you’re report first.
4. Whose going to let us know who’s turn it is to
make coffee?
5. How much farther can we pursue this if its not
past on through regular channels?

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 PRACTICE

1. Bạn hãy viết một email gửi tới anh Hà Nguyễn – Trưởng
phòng Khách hàng cá nhân tại Ngân hàng Techcombank Chi
nhánh Đà Nẵng để cảm ơn anh vì đã tận tình hướng dẫn bạn
trong kì thực tập 04 tháng tại doanh nghiệp.
2. Bạn hãy viết một email gửi tới chị Diệu – Giám sát cửa hàng
Pizza Hut Đà Nẵng để xin đổi lịch làm trong thứ Sáu tuần tới
vì bạn phải đi thi giữa kì.

TIM GRAHAM/ALAMY
 NEXT WEEK
Ø Each group reads about how to write a certain type of
message at home and take an example to demonstrate
your points. You should cover:
• Audience analyzing
• Message planning and organizing
• How to write positive/negative feedback
• How to deliver positive/negative feedback
• How to respond to positive/negative comments/feedback

Ø New groups will be created next week so that each

TIM GRAHAM/ALAMY
group has members reading different types of
messages
Neutral and positive messages
Write a message for each of the following communication situations:
1. Imagine that you are an external relations officer working for an
NGO. Your organization is calling for books donation for children in
remote areas in Vietnam. You accidentally talked with a sales
manager at ABC Publisher at a conference last week. He showed
great interest in your campaign and offered to donate 1,000 children
books. As he had to leave the conference early, he gave you a
namecard and asked for a proper discussion of this offer at ABC
Publisher next week.
Write an email to him to schedule a face-to-face meeting next week
at ABC Publisher. Say that you are attaching some documents if
needed.
2. Write a thank you card to express your gratitude to Ms. Eva
Johnson – your former boss – who provided a good reference to
help you get a new job after moving from Danang to Ho Chi Minh
City. Inform her that you will start your new job next Monday as well.
Persuasive messages
1. Write an email to suggest an idea.
Imagine that you are working at a coffee shop for three months. As
you work as a contact person, you have an idea of improving the
service delivery process, or some other ways to increase sales.
Choose something simple enough to convey in a short message.
Write an email to the owner/manager to suggest your idea.
1. Your family and local households have made high-quality
sesame oil, and you want to help them sell it.
Write a Facebook advertisement to promote this product to friends
in your network.
Bad-news messages
1. Nobody likes a party more than John Hobs, the president of
Rockie Enterprises, a record label. In the early days, the
company’s holiday parties were legendary for their splendid food
arrangements and outstanding entertainment (featuring the
label’s popular singing stars). Employees performed elaborate
skits and competed for valuable prizes. These days, however,
sales of the company’s country and rockabilly recordings are
down. In fact, John recently had to lay off 150 of the company’s
350 employees, the most severe austerity measure in the
company’s history.
Because so many employees had to be let go, including some who
had helped John found the company a decade ago, the president
has decided that a lavish party would be inappropriate. He has
therefore canceled the traditional holiday party. As John’s vice
president of human resources, write an email communicating the
news to Rockie’s employees.
1. Imagine that you interviewed for your dream job, but alas, you
received an offer to be the supporting actor for a movie starring
Jennifer Lawrence. You cannot pass up the opportunity. Write
an email to the hiring manager turning down the job.
 THANK YOU FOR
YOUR ATTENTION!

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certain product or service or otherwise on a password-protected website for classroom use.