In which of the following cases should a writer avoid the YOU attitude in a message?
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Martin Novak / Getty Images Updated on January 14, 2020 In professional emails, letters, and reports, emphasizing what readers want or need to know is likely to generate goodwill and lead to positive results. In professional writing, the "you attitude" means looking at a topic from the reader's point of view ("you") instead of our own ("me"):
The "you attitude" is more than a matter of playing with pronouns or even of playing nice. It's good business. What's In It for Me?Put yourself in the reader's place and think about the kinds of emails and letters that you like to receive. As a client or customer, most of us care about our own interests—that is, "what's in it for me?" This perspective is so prevalent that it's often shortened to WIIFM, and it's the topic of many articles and lectures for sales representatives and marketers. When business writers address their clients' or customers' self-interest first, there's a greater likelihood that:
Conversely, a message that is crafted from the perspective of "me" (the business) neglects the customer's self-interest. As a result, it is likely to create more distance between the business and the customer. Five Guidelines for Writing With the "You Attitude"
Comparing "Me Attitude" to "You Attitude" Writing"Me attitude" writing starts with the needs of the business rather than the needs of the customer. For example compare these two descriptions of the same situation:
In the first case, the writer is asking customers to help out the business by shopping early. In the second case, the writer is inviting customers to get the products and customer support they need by shopping early. While the information communicated is the same in both cases (we are closing early), the message is completely different. 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. How can a writer best convey the YOUHow can a writer best convey the "you" attitude? A. The "you" attitude is more than simply using particular pronouns. It's a matter of demonstrating genuine interest in your readers and concern for their needs.
Which of the following should you avoid when you are writing a message for mobile devices quizlet?Which of the following should you avoid when you are writing a message for mobile devices? Using a nonlinear organization. This makes reading slower and increases the chances that readers will get disoriented and lose the thread of the message.
Which of the following best helps apply youWhich of the following best helps apply you-attitude on a sentence level? In order to apply you-attitude, it is important to focus on the audience's point of view and avoid talking about feelings except to congratulate or to offer sympathy. In positive situations, you should use "you" more often than "I."
What does you“You-attitude,” a phrase used by Kitty O. Locker in Business and Administrative Communication, refers to a style of writing that puts readers' needs first. Specifically, you-attitude “emphasiz[es] what the reader wants to know, respecting the reader's intelligence, and protecting the reader's ego” (Locker 36).
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