Answer to Question 1
When planning your communication, you should strive for an outline that will serve you in much the same way a blueprint serves a builder or an itinerary serves a traveler. Organizing your message first will ensure that your ideas are presented clearly and logically and all vital components are included. To facilitate your determining an appropriate sequence for a business document or presentation, consider answering the following questions:
a. What is the central idea of the message? Think about the reason you are writing or speaking-the first step in the communication process. What is your purpose-to extend a job offer, decline an invitation, or seek support for an innovative project? The purpose is the central idea of your message. You might think of it as a message condensed in one brief statement.
b. What is the most likely audience reaction to the message? Ask, If I were the one receiving the message I am preparing to send, what would my reaction be? Because you would react with pleasure to good news and displeasure to bad news, you can reasonably assume the receiver's reaction would be similar. By considering anticipated audience reaction, you build goodwill with the receiver. Almost every message will fit into one of four categories of anticipated audience reaction-pleasure, displeasure, interest but neither pleasure nor displeasure, or no interest.
c. In view of the predicted audience reaction, should the central idea be listed first in the outline or should it be listed as one of the last items? When a message begins with the major idea, the sequence of ideas is called deductive. When a message withholds the major idea until accompanying details and explanations have been presented, the sequence is called inductive.
Answer to Question 2
To cultivate a you attitude, a sender must concentrate on the following questions:
a. Does the message address the receiver's major needs and concerns?
b. Would the receiver feel the message is receiver-centered?
c. Is the receiver kept clearly in the picture?
d. Will the receiver perceive the ideas to be fair, logical, and ethical?
e. Are ideas expressed clearly and concisely (to avoid lost time, money, and possible embarrassment caused when messages are misunderstood)?
f. Does the message promote positive business relationships-even when the message is negative? For example, are please, thank you, and other courtesies used when appropriate?
g. Are ideas stated tactfully and positively and in a manner that preserves the receiver's self-worth and cultivates future business?
h. Is the message sent promptly and through the preferred channel to indicate courtesy?
i. Does the message reflect the high standards of a business professional: accurate and appealing document design, quality printing, and absence of misspellings and grammatical errors?
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