5 Plan for Routine/positive/ GoOD NEWS Messages Opening Paragraph: Tell the good newsMiddle Paragraph: Give the detailsClosing Paragraph: Your “Call for action”
6 Openers for routine messages Weak:While reading WIRED magazine, I noticed an offer of a free video describing your web-building software.Improved:Please send me your free video describing your Web-building software.I am conducting a training class for students of photography at the Lincoln Training center, I saw a picture we would like to use in our program.What is the procedure for ordering a copy of a photograph to be used for training purposes?
7 Closings for routine messages Weak:Thanks for any information you provide.Improved:We would appreciate receiving answers to these questions before April 4 so that we will have plenty of time to plan our conferences.Hoping to hear from you at your earliest convenience.Please send the video by August 15.
9 Direct Approach Indirect Approach TWO APPROACHESBad news decision (with or without buffer)Explanation/ ReasonsAppropriate, courteous endingDirect ApproachBufferBad news decisionIndirect Approach
10 buffers should be neutral in tone avoid misleading the reader into thinking the news is good.
11 We both know how hard it is to make profit in this industry AgreementWe both know how hard it is to make profit in this industryAppreciationYour check for $ arrived yesterday. Thank you.CooperationEmployee Services is here to assist all associates with their health insurance, retirement planning, and continuing education needs.FairnessFor the past week we have carefully monitored those using the photocopying machine to see whether we can detect any pattern of use that might explain its frequent breakdowns
12 Good News Praise Understanding A replacement knob for your range is on its way, shipped February 10 via UPS.PraiseThe Stratford Group clearly has an impressive record of accomplishment in helping clients resolve financial reporting problems.UnderstandingSo that you can more easily find the printer with the features you need, we are enclosing a brochure that describes all the Panasonic printers currently available.
13 Explanation and Analysis Explanations, are often crucial to the effectiveness of a negative message.a. Try to convince the reader that you are acting in their interest.b. Explain courteously all relevant facts behind the decision.c. Show that the request has been carefully considered.
14 DECISION, IMPLIED, OR EXRESSED WITH RESALE AND/OR HELPFUL SUGGESTIONS. If the reasons are so clear that the reader will conclude you must refuse the request then don’t state the bad news.If an implied decision might be misunderstood, express your decision clearly near the end of the explanation.
15 THE RIGHT ATTITUDE The “You” Attitude Instead of this: Use this: To help us process this order, we must ask for another copy of the requisition.Use this:So that your order can be filled promptly, please send another copy of the requisition.You should never use this type of paper in the copy machine.This type of paper doesn’t work very well in the copy machine.
16 The word “you” really effects your tone Congratulate & thank with “you”“Your company always provides the best service”Do not use “you” when giving bad or negative information“Your Shoddy work produced a bad toaster.”Vs.“My toaster no longer works”
17 Not Good.You must have dropped the engine. The housing is badly cracked.
18 BetterThe badly cracked housing suggests that your engine must have fallen onto a hard surface from some height.
19 THE RIGHT ATTITUDE Be Polite Instead of this: Use this: You’ve been sitting on our order for two weeks. We need it now!Use this:We are eager to receive our order. When can we expect delivery?
20 The right attitude Be courteous and shield the reader’s pride Instead of : If you had studied the instructions carefully, you would have known not to put the garment in hot water.SAY: Water will not typically damage the garment. However, hot water will discolor it, as is stated on the label.
21 THE RIGHT ATTITUDEConvince the reader that your decision, although contrary to his/her request, is FAIR, REASONABLE, NECESSARY, and possible even ADVANTAGEOUS
22 THE RIGHT ATTITUDE Emphasize the positive Instead of this: Use this: It is impossible to repair your vacuum cleaner today.Use this:Your vacuum cleaner will be ready by Tuesday.Instead of this:-Cheap merchandise-Toilet paper-Elderly personUse this:-Bargain prices-Bathroom tissue-Senior citizen
23 Avoid using company policy/ rules without further explanation THE RIGHT ATTITUDEAvoid using company policy/ rules without further explanationFor e.g.It would be inconvenient for us…It would be impossible for us….Include, if possible, the customer benefit and reasons behind your rules and policies
24 THE RIGHT ATTITUDEAssume that the customer wants to do the right thingFor e.g.You have every right to expect high quality in …You are probably wondering how you can…
25 THE RIGHT ATTITUDE Single out when you praise them For e.g.You made an astute choice Ms. Rehman.Put them in a group when you criticizePeople sometimes misinterpret the terms of the warranty.Mention mistakes by using impersonal constructionSome of these figures need to be rechecked.
26 EMPHASIZE POSITIVE, PLEASANT FACTS Stress on what CAN be done instead of what cannot be doneInstead of: It is impossible to open an account for you todaySAY: As soon as your signature card reaches us, we will gladly open an account.Instead of: We don’t refund if the returned item is soiled and unsalable.SAY: We refund when the returned item is clean and salable.
27 Positive Phrasing Instead of this We have received your broken clock. I cannot understand what you mean.The damage won’t be fixed for a week.There will be a delay in your order.Say thisWe have received the clock you sent us.Please clarify your request.The item will be repaired next week.We will ship your order as soon as possible.
28 FRIENDLY, POSITIVE CLOSE. Endings should be positiveOffer assurances.Invite future patronageMake clear whatever action is requiredGive alternatives.
29 BE CAREFULWhen the customer is at fault, special tact must be used in rejecting requests.At times, your explanation should not include specific reasons, especially if the reasons suggest that your reader has undesirable characteristics.