1.
Exploring the Communication process
Sender Has Idea
The form of the idea may be influenced by complex factors surrounding the
sender. These factors include mood, frame of reference, background, culture,
and physical makeup, as well as the context of the situation
Sender Encodes Idea
Encoding means converting the idea into words or gestures that will
convey meaning.
Words have different meanings for different people. Recognizing how
easy it is to be misunderstood, skilled communicators choose familiar,
concrete words.
Sender Selects Channel and Transmits Message
Messages carried over digital networks face much opportunity for
distraction and communication breakdown. Receivers may be
overloaded with incoming messages or distracted by the many other
functions of their devices
Anything that interrupts the transmission of a message in the
communication process is called noise. Channel noise may range from
a weak Wi-Fi signal to sloppy formatting and typos in e-mail messages.
Receiver Decodes Message
Barriers:
No two people share the same life experiences or have the same skills
Internal: The receivers’ lack of attention, by bias against the sender, or
by competing messages.
External: loud sounds or illegible words.
Semantic obstacles,
Feedback Returns to Sender
2. Applying the 3-x-3 Writing process to Business messages
Understanding the Goals of Business Writers
High school or college compositions and term papers: discussing your
feelings or displaying your knowledge
In the workplace, however, writing should be: purposeful, economical,
audience centered.
Following the 3-x-3 Writing Process
Pacing the Writing Process
3. Analyzing the purpose and anticipating the audience
Determining Your Purpose
Ask yourself two important questions: (a) Why am I sending this
message? and (b) What do I hope to achieve?
The primary purposes for sending business messages are typically to
inform and persuade. A secondary purpose is to promote goodwill.
Anticipating the Audience: spend some time thinking about the people
in your audience so that you can tailor your words to them
Tailoring Your Message to the Audience: what language is appropriate,
your tone should be formal or informal, whether the receiver is likely to
respond positively or negatively.
Choosing the Best Channel
4. Employing expert Writing techniques to adapt to Your audience
Focusing on Audience Benefits
Cultivating the “You” View
A survey revealed that “you” phrasing was more effective than “we”
phrasing for conveying ideas related to interest and intent
Don’t overuse or misuse “you” → they resent obvious attempts at
manipulation.
Don’t overuse the passive voice. The active voice in writing is
generally
preferred because it identifies who is doing the acting.
Don’t totally avoid any first-person pronouns or words that show your
feelings.
Sounding Conversational but Professional
An informal, conversational tone is usually more effective than a
formal, pretentious tone
5. Improving the tone and Clarity of a message
Choosing to Be Positive Rather Than Negative
Expressing Courtesy
Avoiding Gender-, Age-, and Disability-Biased Language
Preferring Plain Language and Familiar Words
By substituting everyday, familiar words for unfamiliar ones, as shown
here, you help your audience comprehend your ideas quickly.
Be selective in your use of jargon (Jargon describes technical or
specialized terms within a field)
Using Precise, Vigorous Words