MODUL PELATIHAN BAHASA INGGRIS 2023-2024

PROGRAM: BUSINESS CORRESPONDANCE

TOPIK : Planning Business Messages

SESI :1
TUTOR : Wahyu Budi

UNDIRA ENGLISH CENTER

2023
Objectives  Discuss the five steps in the communication process.
 Recognize the goals of business writing, summarize the 3-x-3
writing process, and explain how it guides a writer.
 Analyze the purpose of a message, anticipate its audience,
and select the best communication channel.
 Employ adaptive writing techniques such as incorporating
audience benefits, developing the “you” view, and using
conversational but professional language.
 Develop additional expert writing techniques including the
use of a positive and courteous tone, bias-free language,
plain language, and precise words.

Outcomes  Learners should be able to understand and explain the five

communication steps.
 Learners should be able to describe and apply the 3-x-3
writing process (pre-writing, writing, revising) and understand
the purpose of business writing.
 Learners should be able to determine the purpose of the
message, predict audience characteristics, and choose the
appropriate communication channel.
 Learners must be able to use adaptive writing techniques,
incorporate audience benefits, "you" perspective, and use
conversational professional language.
 Learners are expected to use a positive, courteous tone,
bias-free, plain language, and precise wording.
Understanding the Communication Process

From Guffey, M. E. & Loewy, D. (2014) Essentials of Business Communication. 10th ed. Boston,
Massachusetts, USA: Cengage Learning.

The term "communication" can be defined as "the transmission of information and

meaning from a sender to a receiver." Meaning constitutes the most important
component of this definition. When the recipient comprehends an idea in the same
manner that the sender intended, the process is considered to have been
successful.

A sender needs to clarify his idea and decide on the purpose of his message,
analyze the idea and determine how it can be presented in the most effective
manner, and anticipate the effect that it will have on the receiver, as we can see
clearly in figure 2.1. In order for communication to be done effectively, the sender
must do all of these things.
When it comes to verbal communication, one of the most significant challenges is
the fact that different people have different interpretations of the same word. The
sender will be able to make more informed decisions regarding the words they use
and the symbols they employ if they take into account the receiver's history,
communication skills, experience, culture, and the context of the communication.
Additionally, the next thing that a sender needs to keep in mind is selecting the
appropriate channel to transmit the message. This is something that is an important
consideration.

Messages are increasingly being transmitted over digital networks in today's world,
which presents a huge number of opportunities for distraction and breakdown. Noise
refers to anything that interferes with the transmission of a message during the
process of communication. A weak Internet signal, sloppy formatting, and typos in e-
mail messages are all examples of what could be the cause as well. During the
process of decoding the message, this noise might cause some disruptions. In order
for communication to take place, it is necessary for the receiver to successfully
decode the message in order to comprehend the meaning that was intended by the
sender.

A sender can ask the receiver questions, such as "Am I making myself clear?", in
order to guarantee that the information is understood in the correct manner. The
receiver can also repeat the message to the sender by saying, "Let me try to explain
that in my own words." This is done to ensure that the message is received correctly
by the receiver.
Using the 3-x-3 Writing Process as a Guide

(Guffey & Loewy, 2014)

Writing will be easier if you follow a systematic plan, such as the 3-x-3 writing
process. The three stages are prewriting, drafting, and revising.

 Prewriting. The first stage of the writing process gets you ready to start
writing. It entails analyzing the audience as well as your writing goal.
Prewriting also entails predicting how your target audience will respond to
your message. You try to think of the right words and tone to use when
adapting your message to the audience.
  Drafting. In the second stage, you do research, organize your findings, and
then write the message. Once you have enough information, you will focus on
organizing your message in this phase. The message should begin with the
main idea, then have an explanation in the body, and end with a call to action.
Drafting the letter is the last step in the second part of the writing process.
Many writers write quickly at this point because they know that revising will
help them make their ideas better.
 Revising. The third stage of the process involves editing, proofreading, and
evaluating your message. After you finish the first draft, you will spend a
significant amount of time editing the message for clarity, conciseness, tone,
and readability. This is the time to consider how to improve the organization
and tone of your message. Following that, you will spend time proofreading
carefully to ensure proper spelling, grammar, punctuation, and format. The
final stage entails evaluating your message to determine whether it achieved
your goal.

Analyzing and Anticipating the Audience

There are a lot of business messages that are to inform. They provide explanations
of procedures, make preparations for meetings, respond to inquiries, and
communicate findings. Nevertheless, there are some business messages that are
intended to persuade. These communications are effective in selling products,
persuading managers, motivating employees, and winning over customers.
Messages that are informative and those that are persuasive are developed
differently. Therefore, it is essential to have a clear understanding of the audience
that will be receiving the message. An essential part of the writing process is
developing a profile of your target audience. Have a look at the figure that is
provided below; it will assist you in classifying your audience.
 (Guffey & Loewy, 2014)

Profiling your audience allows you to make more informed decisions about how to
shape your message. You'll learn what language to use, whether to use specialized
technical terms, whether to explain the background, and so on. Profiling the
audience enables you to determine whether your tone should be formal or informal,
as well as whether the receiver is likely to feel neutral, positive, or negative about
your message. Another benefit of profiling your audience is that it allows you to
consider the possibility of a secondary audience.

After determining the purpose of your message and profiling your audience, you will
want to choose the most appropriate communication channel, whether it is an e-mail
message, a video conference, or a face-to-face conversation or group meeting.
Choosing the incorrect channel can make the message less effective or even
misunderstood.

(Guffe
y & Loewy, 2014)
When deciding on a communication channel, consider the following factors:

 Importance of the message

 Amount and speed of feedback and interactivity required
 Need for a permanent record
 Cost of the channel
 Degree of formality desired
 Confidentiality and sensitivity of the message
 Receiver's preference and level of technical expertise

Using Expert Writing Techniques to Adapt to Your Audience

After analyzing the purpose and anticipating the audience, writers begin to consider
how to adapt a message to the task and the audience. Adaptation is the process of
creating a message that is appropriate for the audience. Skilled communicators use
a variety of expert writing techniques, such as emphasizing audience benefits,
cultivating a "you" perspective, and sounding conversational but professional.

 Highlighting the Advantages of Audience. Adapting your message to the needs of

the receiver requires you to put yourself in their shoes—consider how the
message will be interpreted.

(Guffey & Loewy, 2014)

 Creating the "You" Point of View. Skilled communicators develop the "you"
perspective by focusing on audience benefits. They place an emphasis on
second-person pronouns (you, your) rather than first-person pronouns (I/we, us,
 our). Whether your goal is to inform, persuade, or promote goodwill, the words
"you" and "your" are the most effective. Consider the following examples:

(Guffey & Loewy, 2014)

 Professional but conversational. The level of formality in business communication

is determined by the audience, the purpose of the communication, and the setting
of the communication. Your goal is to strike a professional yet warm tone. To
project a professional image, you should sound educated and mature. Do not
overuse expressions such as "totally awesome, you know, well, as well as, etc."
in written communication. Nonverbal communication should not include texting-
style abbreviations, slang, sentence fragments, or chitchat. Consider the
following examples of professional yet conversational diction and tone:
 (Guffey & Loewy, 2014)

Developing Additional Expert Writing Techniques

A good writer can use techniques such as using a positive and courteous tone, bias-
free language, simple expression, and precise words to improve the clarity, tone, and
effectiveness of a message.

 Being Positive Rather Than Negative

The use of positive language is generally more effective in conveying information

than the use of negative language. In addition, reading positive messages is
something that is both uplifting and enjoyable. Instead of focusing on what is not
possible or what cannot be done, positive language conveys what is possible and
what can be done.
Look at the examples below to see how you can change the negative tone to make a
more positive impression.

(Guffey & Loewy, 2014)

 Expressing Courtesy

When it comes to maintaining a courteous tone, it is not enough to simply avoid

being impolite; one must also avoid using words that come across as demanding or
preachy, such as "you should, you must, and you have to." A potential solution would
be to transform these demands into rhetorical questions that start with the phrase
"Will you please...". Take a look at the following examples to see how you can
change the tone from one that is less courteous to one that is more courteous and
helpful.

(Guffey & Loewy, 2014)

 Employing Bias-Free Language

When adapting a message to its intended audience, ensure that your language is
free of bias. Be mindful of expressions that may be biased against a person's
gender, race, ethnicity, age, or disability. In general, you can avoid gender-biased
language by using alternate language for words involving a man or a woman,
using plural nouns and pronouns, or switching to a gender-neutral word (person
or representative). Consider the following bias-free examples:

(Guffey & Loewy, 2014)

 Preferring Simple Language and Common Words

When you are adapting your message to your audience, it is important to use
simple language and words that are familiar—words that you believe members of
your audience will recognize. However, do not avoid using specialized
terminology (jargon) if it can effectively communicate your idea and are suitable
for the intended audience.

(Guffey & Loewy, 2014)

 Using Words That Are Precise and Powerful

The use of powerful verbs and concrete nouns provides the recipients with
additional information and maintains their interest. Use words that are precise
and specific whenever it is possible, as demonstrated here:

(Guffey & Loewy, 2014)

The following is an example of how expert writing techniques can be applied to
improve an email message.
 (Guffey & Loewy, 2014)

References
Guffey , M. E., & Loewy, D. (2014). Essentials of Business Communication (10th ed.).
Boston: Cengage Learning.