PPT

Module 6

You-Attitude

McGraw-Hill/Irwin
McGraw-Hill/Irwin Copyright © 2011 by The McGraw-Hill Companies, Inc. All rights reserved.
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You-Attitude

Learning Objectives
 Module 6 focuses on the importance of you-attitude
in business communication. After completing the
module, you should be able to
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You-Attitude

Learning Objectives
 LO 6-1 Apply strategies for you-attitude use.
 LO 6-2 Compare and contrast situations for you use.
 LO 6-3 Apply strategies for goodwill creation with
you-attitude.
 LO 6-4 Apply strategies for point-of-view adaptation.
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You-Attitude

Looks at things from the reader’s

point of view.
Respects the reader’s
intelligence.
Protects the reader’s ego.
Emphasizes what the reader
wants to know.
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To Create You-Attitude

Talk about the reader.

Don’t discuss feelings,
except to offer
congratulations.
In positive situations, use
you more than I. Use we
when it includes the
reader.
Avoid you in negative
situations.
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You-Attitude Examples

 Lacking: We are shipping your order of

September 21 this afternoon.
 Better: The two dozen Corning Ware
starter sets you ordered will be shipped this
afternoon and should reach you by
September 28.
 Lacking: We are happy to extend you a
credit line of $5,000.
 Better: You can now charge up to $5,000
on your American Express Card.
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You-Attitude Examples continued

Lacking: You’ll be happy to hear that

your scholarship has been renewed.
Better: Congratulations! Your
scholarship has been renewed.
Lacking: You failed to sign your
check.
Better: Your check was not signed.
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You-Attitude in Different Situations

In a positive message, focus on

what the reader can do.
Avoid you when it criticizes the
reader or limits the reader’s
freedom.
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You-Attitude in Different Situations

continued

In a job application

letter, show how you
can help meet the
reader’s needs, but
keep the word you to a
minimum.
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To Create Goodwill with Content

Be complete.
Anticipate and answer questions
readers are likely to have.
For information the reader did not ask
for, show why it is important.
Show readers how the message’s
subject affects them.
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For Goodwill with Organization

Put information readers are most

interested in first.
Arrange information to meet your
reader’s needs, not yours.
Use headings and lists so that the
reader can find key points quickly.
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Seeing Another Point of View

It is more than observing and

sympathizing.
 Start with shared experiences.
 Resolving conflicts often requires
empathy.
 Resist the temptation to put your needs
ahead of others’.
Many companies want employees
who can empathize.