University of Foreign Languages and International Studies

DIVISION OF ENGLISH FOR SPECIAL PURPOSES Chapter 2

Student’s name: ……………………………………………………
LÊ THỊ KHÁNH LINH
Planning Business
Date of birth: ……………………………………………………….
01/05/2005
Message
Fill the gap with a suitable word or phrase. Use textbook as a reference.

Outcome 1: Define the goals of business writing, summarize the 3-x-3 writing process, and
explain how it guides a writer.
Basics of business writing:
§ Business messages are different from college essays, term papers, and messages to friends.
§ (1)Conciseness
_____and (2) _____count.
clarity

§ The best business writing is: (3) purposeful

_____, (4) _____,
economical (5) concise
_____and (6) audience
_____. oriented
persuasive

§ Following a process can make you a better writer or speaker: the 3-x-3 Writing Process.
Name the three stages and the time for scheduling for each stage:
1. (7) ______,
Prewriting taking (8) _____
25 %: Analyze audience & purpose, Anticipate audience and its
reaction to message, Adapt message to audience
2. (9) ______,
Drafting taking (10) _____
25
%: Research background, collect information, Organize
information, Draft first version
3. (11) ______,
Revising taking (12) _____50 %: Edit for clarity, Proofread, Evaluate whether the
message will accomplish goals

Outcome 2: Analyze the purpose of a message, anticipate its audience, and select the best
communication channel.
2.1. Analyzing Your Purpose and Channel
The primary purpose of most business messages is to (13) ______or
inform to (14) ______
persuade and the
secondary purpose is to (15) promote ______ ______.
goodwill

§ Identify your purpose by asking yourself 2 questions:

• (16) ________________
Why am I sending this message?

• (17) What
________________
do I hope to achieve?

§ Here are 14 channels that can be used to communicate. Fill in some missing channels in
the box.

email phone call face-to-face blog (22) ______

text/im

conversation
(18) _______
memo
voice mail (20) _______
blog fax letter video chat
message
face-to-face video- or 21) ______
wiki

group meeting (19) ______

report teleconference

§ Ten Levels of Richness in Today’s Workplace Communication Channels (from the richest
to the leanest)
- FACE TO FACE: Best for persuasive, bad-news, and personal messages
- (23) _____:
phonecall Best choice when two people cannot meet in person
 - VIDEO CHAT: Best for group interaction and consensus-building when members are
dispersed
- (24) ______:
email Best for routine messages that do not require immediate feedback
- IM: Best for short online messages that need a quick response
- (25) ______:
letter For external messages that require formality, sensitivity, or a written
record
- MEMO: To distribute interoffice information, especially when e-mail is unavailable
- (26) ______:
blog To share ideas with a wide Internet audience and encourage responses
- REPORT: To deliver considerable data internally or externally
- WIKI: To provide a repository for digital information that can be easily changed
§ What 4 communication channels are found here?
• (27) _______.
e-mail ________.
IM _________,
letter _________.
face-to-face communication

‘I sent you an e-mail and forwarded a copy to your PDA, cell phone, and home computer.
I also faxed a copy to your office, your assistant, and laptop. Then I snail-mailed hard
copies to you on paper, floppy, and CD. But in case you don’t receive it, I’ll just tell you
what you said…’.
§ (28) List out 8 Factors Affecting Channel Choice:
- _________________________________
Importance of the message

- _________________________________
Amount and speed of feedback and interactivity required

- Necessity
_________________________________
of 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

- _________________________________
Richness of the channel

Outcome 3: Employ expert writing techniques such as incorporating audience benefits,

developing the “you” view, and using conversational but professional language.
Anticipating and Profiling the Audience:
§ Primary Audience and Secondary Audience
§ Create a Message That Suits Your Audience
a. (29)Audience
______:focus Focus your statements on the audience, not the sender.
3
Empathy: Putting yourself in the shoes of the receiver.
For example: Which sentence is better? Put a tick (v)
§ _______ V You will enjoy total piece of mind with our affordable hospitalization plan that
meets all your needs.
§ _______ We are promoting a new hospitalization plan that we believe has many
outstanding benefits.
b. Develop a “You” View: Emphasize second-person pronouns (you/your) instead of first-person
pronouns (I/we, us, our)
c. (30) Convey
______: A warm, friendly tone that sounds professional
§ Levels of Language Use: Conversational
 § Characterized by: Correct grammar and punctuation, conversational tone, simple sentence
structure, familiar words
d. Positive Language: Considerably improves the clarity and tone of a message and creates
goodwill and gives more options to readers.
For example: Which sentence is better? Put a tick (v)
§ _______ We cannot fill your order until we receive an exact model number.
§ _______
v
We can fill your order once we receive an exact model number.
e. Inclusive Language:
For example: Which sentence is better? Put a tick (v)
§ _______v All executives have their own offices.
§ _______ Every executive has his own office.
f. (31) Plain
______:
language Use plain language to express clear meaning and avoid showy words, long

sentences and confusing expressions.

g. Familiar Words: Avoid long, difficult, and unfamiliar words. Use short, simple, and common
words whenever possible.
For example: Which word is familiar ‘encounter’ or ‘meet’? - _________.meet
Use precise and vigorous word
h. (32) ______: Avoid sounding demanding, preachy (trying to give advice), or rude. courteous language
For example: Which sentence is better? Put a tick (v)
§ _______ You must complete this research by June 1
§ _______ v Will you please complete this research by June 1?