Preparing Good- and Neutral-News Messages BCOM Chapter 06 Chapter 6 Lecture Slides Preparing Good- and Neutral-News Messages Business Communication, 15e Lehman and DuFrene

© 2009 Cengage Learning. All rights reserved. BCOM Chapter 06 Learning Objective 1 Describe the deductive outline for good news and routine information and its adaptations for specific situations and for international audiences. 1 © 2009 Cengage Learning. All rights reserved.

Advantages of the Deductive Outline BCOM Chapter 06 Advantages of the Deductive Outline Begins with an ____________ sentence Gets __________ by responding to audience’s ______ to know Puts reader in good frame of mind in order to be _________ to details Allows easy ___________ through the details after main idea is presented easy-to-write attention desire receptive Begins with an easy-to-write sentence Gets attention by responding to audience’s desire to know Puts reader in good frame of mind in order to be receptive to details Allows easy movement through the details after main idea is presented movement 1 © 2009 Cengage Learning. All rights reserved.

Direct Outline Used in Good-News Messages 1 © 2009 Cengage Learning. All rights reserved.

Types of Good-News Messages BCOM Chapter 06 Types of Good-News Messages Positive news messages Thank you and appreciation messages Apologies Routine claims Routine requests Order acknowledgments Credit information messages Messages extending credit 1 © 2009 Cengage Learning. All rights reserved.

© 2009 Cengage Learning. All rights reserved. BCOM Chapter 06 Learning Objective 2 Prepare messages that convey good news, including thank-you and appreciation messages. 2 © 2009 Cengage Learning. All rights reserved.

Benefits of Written Appreciation Messages BCOM Chapter 06 Benefits of Written Appreciation Messages Provides sincere thoughts because few people take time to write Provides tangible evidence that can be used to support a performance evaluation May be treasured over the years 2 © 2009 Cengage Learning. All rights reserved.

Using Written Appreciation Messages Appropriately BCOM Chapter 06 Using Written Appreciation Messages Appropriately Convey a genuine tone Send promptly — within 2 or 3 days Make specific comments about outstanding qualities or performance Consider sending copy to reader’s employer or writing employer with copy sent to employee 2 © 2009 Cengage Learning. All rights reserved.

Making the Most of Appreciation Messages BCOM Chapter 06 Making the Most of Appreciation Messages Say “thank you” in a timely manner Avoid exaggerated language that is not believable Make specific comments for what you are thankful 2 © 2009 Cengage Learning. All rights reserved.

Appreciation Message: Why It Works BCOM Chapter 06 Appreciation Message: Why It Works Analysis Appreciation for Outstanding Work Shaz, Completing the ropes course at Camp Horizon was a memorable and life-changing experience for every member of our office staff. Your facilitators were masterful in allowing our teams to take risks while ensuring their safety. The course provided a diverse series of activities that enabled each staff member to participate, regardless of our physical limitations. It was interesting for us to identify the real leaders in our office. In the words of one colleague, “The ropes course has shown me I can do more than I have come to expect of myself.” Thank you for helping us see our potential. Extends appreciation Gives evidence of activity’s worth without exaggeration or mechanical language Restates appreciation by assuring reader of benefits gained 2

© 2009 Cengage Learning. All rights reserved. BCOM Chapter 06 Learning Objective 3 Write messages presenting routine claims and requests and favorable responses to them. 3 © 2009 Cengage Learning. All rights reserved.

Request for Adjustment Claim Messages Request for Adjustment Business communicators ask for something they think they are entitled to: refunds, replacements, exchange or payment for damages 3 © 2009 Cengage Learning. All rights reserved.

Opportunity for Brief Sales Message BCOM Chapter 06 Claim Messages Opportunity for Brief Sales Message Resale: The discussion of goods and services already bought. Sales Promotion: Statements made about related merchandise or service. 3 © 2009 Cengage Learning. All rights reserved.

© 2009 Cengage Learning. All rights reserved. BCOM Chapter 06 Claim Messages Routine claims: Deductive Approach Assume that a request will be granted quickly and willingly, without persuasion. Persuasive claims: Inductive Approach Assume that a request will be granted only after explanations and persuasive arguments have been presented. 3 © 2009 Cengage Learning. All rights reserved.

Create Personal and Appealing Form Letters BCOM Chapter 06 Create Personal and Appealing Form Letters Add variables to tailor the message to the individual. Use personalized envelopes instead of mass-produced mailing labels. Be sure to spell names correctly. Produce a higher-quality document by using a good grade of paper and high-quality printer. 3 © 2009 Cengage Learning. All rights reserved.

© 2009 Cengage Learning. All rights reserved. BCOM Chapter 06 Learning Objective 4 Write messages acknowledging customer orders, providing credit information, and extending credit. 4 © 2009 Cengage Learning. All rights reserved.

Requirements of the Equal Credit Opportunity Act BCOM Chapter 06 Requirements of the Equal Credit Opportunity Act Must notify credit applicant of credit decision within 30 days of receipt of request Must disclose terms of credit agreement Must disclose reasons for refusal if denied credit Must disclose name and contact information of any consumer reporting agency 4 © 2009 Cengage Learning. All rights reserved.

Extending Credit: Write Deductively BCOM Chapter 06 Extending Credit: Write Deductively Open with credit extension and shipment information Indicate basis for credit extension and explain terms Outline credit policies Communicate genuine desire to build business relationship Open with credit extension and shipment information Indicate basis for credit extension and explain terms Outline credit policies Communicate genuine desire to build business relationship 4 © 2009 Cengage Learning. All rights reserved.

© 2009 Cengage Learning. All rights reserved. BCOM Chapter 06 Learning Objective 5 Prepare procedural messages that ensure clear and consistent application. 5 © 2009 Cengage Learning. All rights reserved.

Guidelines for Procedural Messages BCOM Chapter 06 Guidelines for Procedural Messages Begin each numbered step with action statement Place each step on separate line for easy reading Consider preparing flow chart Follow your own instructions Ask someone else to follow instructions 5 © 2009 Cengage Learning. All rights reserved.

Procedural Message: Why It Works BCOM Chapter 06 Procedural Message: Why It Works Procedures for Requesting Computer Service Access http://www.drmc.com/it/index.html, and click the Service option. Provide the information requested. Be certain to complete the required items denoted with asterisks. Check your email for a service order confirmation, typically within 24 hours. Complete normal shut-down procedures when leaving your computer station. Although the service work will be performed after hours, technicians will start your computer using their personal login procedures. Check your email for a service completion notice, and message us if the work was not completed to your satisfaction. Analysis Provides descriptive title that clearly identifies procedures. Enumerates to direct attention to each sequenced step; begins each item with an action verb for clarity Includes date of last revision for currency. 5 21