Techniques for Designing and Delivering

Effective Messages
Cherie Mitchell
Kirsten Burt
Natasha Powell
Thalia Davis
Shayla Jennings
October 23, 2012

Connotative vs. Denotative

Connotative meaning indicates what a

message actually means AND the
sender's attitude toward the message
(Lehman, 92).

Ex: The supervisor

summoned him
to the office, and reprimanded
him for making such a decision.

Denotative meaning indicates what most

people think the meaning of the
message is (Lehman, 92).

The supervisor summoned him

to the office, and spoke with
him regarding the outcome of
his decision.

Ex:

General vs. Specific

Example of a general
statement

She fell and hurt herself.

Example of a specific
statement.
She fell and sprained her
ankle.

Gender Bias vs. Gender Free

Gender Free excludes a
Gender Bias is when you refer to a
specific gender. This reference could be reference to gender and allows
seen as discriminatory, insensitive, and your message to be delivered
without offending the receiver.
offensive.
The reference of a specific gender can
also insinuate that certain tasks can only
be perform by a specific gender.
Example: The spokesman for the
corporate office will deliver the
announcement of the CEOs resignation.
Example: Each associate is asked to
complete his self-evaluation in a timely
manner.

It also allows the sender to

remain unbiased.

Example: The spokesperson

for the corporate office will
deliver the announcement of
the CEOs resignation.
Example: All associates are
asked to complete their selfevaluation in a timely manner.

Racially/Ethnically Biased vs. Improved

Example of
racially/ethnically
biased message

Example of an improved
version of the same
message

The Jewish store clerk

does very well with
keeping track of the
store's inventory.

The store clerk does very

well with keeping track
of the store's inventory.

Age Biased vs. Improved

Age biased is when the age
Improved would be
is included and the information considered only providing
about a persons age is
information that is pertinent to
irrelevant.
the message being delivered.
Example: The 62 year old
secretary at my job is very nice
a lady.
My sons 59 year old teacher
had on a nice dress today.

Example: The secretary at my

job is a very nice lady.
My sons teacher had on a
nice dress today.

Insensitive vs. Sensitive

It is insensitive to refer to someones
You have to choose your words wisely
disability instead of referring to them as an to avoid seeming negative or judgmental.
individual. Doing this will cause someone
Example: The parking spaces at the door are
to place emphasis their disability. Also
reserved for associates with disabilities all other
people without disabilities should not be
employees can park in the back.
referred to as normal as implies that people
We have added Braille for the hearing
with disabilities are not normal.
Example: The parking spaces at the
door is reserved for handicapped associates
and parking in the back is for normal
associates.
We have added Braille for deaf
customers

impaired

Use Contemporary Language

Outdated expressions,
dull clichs, and
profanity reduce the
effectiveness of a
message.

Eliminated
Outdated
Expression
s

Eliminate
Clichs

Overused
expressions
Example: Thanks
for stopping by;
please come again.
Outdated
expressions gives
your message a
dull and unnatural
tone.
Example:
Enclosed please
find a copy of my
resume.

Business messages
should reflect correct,
standard English, and
contemporary language.

Eliminate
Profanity

Profanity is
an issue of
concern to
both
employers
and
employees.

Passive vs. Active Voice

Passive
The account was twenty and had
blonde hair and dressed as if she
where from Beverly hills. She was
about 125lbs and had a size 9 foot.

Active
The account reminded me of
Barbie, but with a larger foot.

Key Note
Passive voice and active voice but seek to relay the same message. In passive voice
the example you have been given you can see that the description of the account
resembles Barbie but was very descriptive. The example you see in the example
under active voice you can see the account was said to remind the person of Barbie
but was described in one word verses several filler words.

Deductive v. Inductive
Deductivewhen a message
begins with the major idea.
Inductivewhen a message
withholds the major idea until
accompanying details and
explanations have been
presented

Deductive Order (Main Idea

First)
When the message will please
the receiver.
When the message is routine
(will not please nor displease).

Inductive Order (Details First)

When the message will
displease the receiver
When the receiver may not be
interested (will need to be
persuaded).

Negative vs. Positive

Euphemisms are used to replace a word or phrase that could be offensive.

An euphemism can be used to turn a message with a negative connotation
into one with a more positive connotation.

Ex: He will be locked up for six months.

vs.
He will be away for six months.

Summary
There are many techniques for designing and delivering effective
messages but here are a few things to remember:

Denotative meaning indicates what most people think the meaning of the message is

Gender free excludes a reference to gender

Race, ethnicity, and age should only be provided when relevant to the message being delivered

It is insensitive to refer to someones disability instead of referring to them as an individual

Business messages should reflect correct, standard English, and contemporary language

Using an active voice gets straight to the point as the passive voice can sometimes be to wordy

Deductive order provides the main idea first while inductive order provides the details first

An euphemism can be used to turn a message with a negative connotation into one with a more
positive connotation