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Eng 209/WI Hurley Sum07 1.1 The You Attitude looks at things from the READER's point of view 1.2 The You-Attitude emphasizes reader benefit 1.3 The You Attitude is positive 1.4 The You Attitude protects the reader's ego 1.5 The You-Attitude expresses appreciation for, not annoyance with, your readers 1.6 The You Attitude understands human nature 1.7 The You-Attitude avoids condescension by eliminating unnecessary imperatives The You-Attitude = Reader-Centered Writing Effective writers make the audience believe that the most important person in their correspondence - in their business relationship - is "you," the reader. In most business situations, the reader and writer have something to gain or lose. Focusing on reader benefit shows you've considered the situation from the reader's point of view. Our readers feel less threatened and respond better if they feel we as writers understand their needs. The key to successful communications is to make the reader feel – in every memo, in every letter, in every email, in every phone call, in all contact – that the most important person in our business relationship is YOU, the READER, not me/I, the writer. And when you think about it, it's true, isn't it? Without our co-workers helping us with projects or working with us to accomplish our goals, we wouldn't be able to get all our work done properly. And where would we be without our customers, the ones who buy our goods and services? Without them, we wouldn't have a job or the money to take care of ourselves and our families. Did you know that a happy customer tells 5 friends, but an unhappy customer tells 10? The You-Attitude helps to keep the customer happy. The You Attitude is a style of writing which Looks at things from the READER'S POINT OF VIEW The You Attitude and Reader-Centered Writing Considering the rhetorical aspects of any writing situation, such as purpose, stance, and audience, is an essential part of adapting the style of a message for any audience. Adopting a you-centered business style can help you achieve your purpose, choose a stance, and analyze your audience. A you-centered business style employs the you view and an audience-centered tone to choose particular words and adopt a targeted tone in a message. The “you view” analyzes and emphasizes the reader’s interests and perspectives. Because the reader’s interest or benefit is stressed, the writer is more likely to help the reader understand information or act on a request. Adopting a you view often, but not always, involves using the words you or your rather than we, our, I, and mine. Consider the following sentence that focuses on the needs of the writer and the organization (we) rather than on those of the reader.
Even though the sentence uses the word “your” twice, the first clause suggests that the point of view focuses on the writer’s need to receive the invoice to process the payment. The word “we” itself is not problematic, but the we view is. Consider the following revisions, written with the you view.
The needs and benefits of the reader are stressed in both of these examples. The first example focuses on the needs of the audience by associating the payment with “importance.” The second revision emphasizes the benefits to the reader by including the second-person pronouns “you” early in the sentence. Both revisions also use an audience-centered tone, so the writer is more likely to motivate the reader to act. An audience-centered tone foregrounds the reader’s needs, preferences, and benefits. Incorporating an audience-centered tone into your writing means that you consider the words you choose and the ways in which you assemble those words in a sentence. Workplace Case StudiesCase Study 1: Delivering Negative News Let’s consider a few examples based on specific workplace situations. Imagine that you are a Human Resources Manager who must inform employees that paychecks will be delivered a day late. Employees with direct deposit agreements will not be affected. A writer who does not analyze the rhetorical situation before carefully considering style might hastily write, “Due to an error made by our payroll company, all employees who never signed up for direct deposit will receive their paychecks late.” The writer’s purpose in this writing situation is to tactfully deliver negative news. The writer’s stance should be professional and empathetic, especially since the writer’s audience will probably be disappointed, irritated, or frustrated by the message. Consider the following revision, written with the you view and an audience-centered tone.
The writer achieves their purpose by including a buffer with an audience-centered tone (We apologize for the inconvenience) before the bad news (an issue at PLT processing will delay the next paycheck date by one day). The writer also includes the reason for the negative news (an issue at the payroll company, PLT processing). The writer uses the second-person possessive pronoun “your” in the second sentence to promote the you view. The writer also maintains a problem-solving and empathetic, audience-centered tone by waiting until the second sentence to remind the audience that they can sign up for direct deposit. Case Study 2: Promoting Safety in User Manuals Another writing context might require a writer to compose a user manual for a ceiling fan. User manuals provide instructions for the setup, operation, and maintenance of a product. Most user manuals also include safety precautions and troubleshooting guides and charts. A writer who does not analyze the rhetorical situation before writing a section about mounting a ceiling fan might write a sentence like, “Be sure to read the following important information about where Super Air Flow fans might best be installed before mounting the fan.” However, the writer’s purpose is to inform the reader about how to choose locations that will not cause safety issues or damage either furniture or the structure of a room. The writer’s stance should be informative and helpful, especially since the audience will probably appreciate learning about how and where to safely mount their fan. Consider the following revision, written from the you view and with an audience-centered tone.
This revision incorporates the you view by referring to the user as the owner of the fan (many user manuals are called owner manuals). The revision also adopts a you-centered tone by subordinating the dependent clause that refers to the fan to the independent clause that offers the reader “helpful recommendations.” These revisions will help the writer achieve their purpose—promoting safety. Principles and Guidelines for Practice
Note: Although emphasizing second-person pronouns (you/your) instead of first-person pronouns (I/we, us, our) can help you cultivate a you-centered business style, a you-centered style should include both a you view and an audience-centered tone that emphasize the reader’s needs and interests.
Practice Adopting the You-Centered Business StyleYou can strengthen your skills in using the you-centered business style by revising each of the below sentences so that they incorporate both the you view and an audience-centered tone.
Constructive, Positive LanguageUnless there is a specific reason not to, use constructive, positive language wherever you can. It’s important to consider how you want your reader to feel, and what may make your reader feel that way. Your goal is to write constructively, which means to use constructive phrasing to convey your message to your reader. Positive language benefits your writing in two ways. First, it creates a positive tone, and your writing is more likely to be well-received. Second, it clarifies your meaning, as positive statements are more concise. The following examples offer negatively worded sentences which are then edited into more constructive, positive language. As the audience for these messages, how would you react upon reading each one? Negative: Your car will not be ready for collection until Friday. Negative: Your holiday time is not approved until your manager clears it. Negative: A decision will not be made unless all board members agree. Negative: The event cannot be scheduled without a
venue. Note that the last two sets of examples use multiple negatives in one sentence, which you should try to avoid. When readers encounter more than one negative in a sentence, their brains have to do more cognitive work to decipher the meaning. As you’ve seen, writing constructively requires an awareness of potential audience reaction; it does not require a lot of additional words. In most of the examples, just a few words were changed to create a more positive tone. In general, strive for that positive tone in professional writing. However, sometimes you’ll need to communicate information that’s unpleasant, such as delivering bad news or rejecting a request. Communicating constructively is possible—and arguably even more important—in these situations. Regardless of message, how can you ensure you are communicating constructively?
Try ItRevise the following memo to adopt a more constructive, positive tone and a “you” attitude. In addition to these types of edits, what other types of edits might be done to apply good communication strategies and make this message more effective, as well as more palatable to its audience? From:
Ann Smith For some time now, smoking has been strictly prohibited around the perimeter of the Main Building entrance. Do NOT smoke anywhere near the doors! Some of you still insist on smoking and have been doing so inside this area. As a result, the areas near the rear exit and around the picnic tables are constantly littered with smoking-related debris (cigarette butts, empty cigarette boxes, used lighters, etc.), creating an eyesore and making more work for my staff, who have to keep cleaning up this mess. Starting Monday, sand buckets will be provided outside the read doors and in the picnic area. Use them! [1] The text of You-Centered Business Style is taken from You-Centered Business Style in the Writing Commons and is used under a CC-BY-NC-ND 3.0 Unported license. [2] Sentence inserted into the text of You-Centered Business Style, since a similar sentence should have been included. What are constraints that members of your audience might have that keep them from responding to your message as you hope quizlet?What are constraints that members of your audience might have that keep them from responding to your message as you hope? (Choose every correct answer.) -They do not have the necessary resources. -They do not have enough time to act on your message. -They do not have the authority to make relevant decisions. What are the five common characteristics of excellent business thinkers?(1) They clearly and precisely identify and articulate key questions and problems (2) they gather information from a variety of sources, (3) they make well-reasoned conclusions and solutions, (4) they remain open to alternatives to approaching and reasoning problems, and (5) they are skilled at communicating with ... When solving business problems what is the first step?That said, we must first recognize there is a problem; second, identify the cause of the problem, third; gather all facts relating to the problem and, fourth, review the options available for solving the problem. Below, you will find five steps for helping you solve even the most complex problems. When framing the primary message authors of a business message should complete Which of the following Choose all that apply?When framing the primary message, authors of a business message should complete which of the following? compose a brief message statement. How do you frame a primary business message?4 steps to frame messages for business communications. Frame the message to achieve a clear purpose/result. ... . Frame the message to the audience and situation. ... . Frame the message to build content understandings. ... . Frame the message for a desired emotional response.. When framing the primary message authors of a business message should complete what?When framing the primary message, authors of a business message should complete which of the following? compose a brief message statement.
What are the three primary steps involved in preparing a business message?planning, writing, and completing.
What is the primary purpose of a business message?The primary purposes for sending business messages are typically to inform and to persuade. and visual cues, as well as allow the sender to tailor the message to the audience.
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