©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 1 Chapter 8 Positive Messages

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 2  Phase 1: Analyze, Anticipate, Adapt  Do you really need to write?  How will the reader react?  What channel should you use?  How can you save your reader’s time? Successful Positive Messages Start With the Writing Process

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 3  Phase 2: Research, Organize, Compose  Collect information.  Choose the best organizational strategy.  Compose the first draft.  Group similar information together. Successful Positive Messages Start With the Writing Process

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 4  Phase 3: Revise, Proofread, Evaluate  Is the message clear? Correct? Complete? (6 Journalists Questions)  Did you plan for feedback?  Will this message achieve its purpose? Successful Positive Messages Start With the Writing Process

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 5 Useful for both internal and external communication Appropriate for short, need-to- know messages, setting up appointments, giving updates, and getting answers to specific questions Inappropriate for sensitive or confidential issues, building trust, or bonding Interoffice Memos Useful for internal messages that require formality or permanent records Appropriate for delivering instructions, official policies, reports, long documents, and important announcements Business Letters Useful for external messages that require a permanent record and confidentiality Appropriate for conveying formality, sensitivity Can deliver a persuasive, well- considered message Comparing Typical Positive Messages

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 6 Formatting Hard-Copy Memos MEMORANDUM DATE: April 5, 2012 TO: Dawn Stewart, Manager FROM: Jay Murray, Vice President SUBJECT: Telephone Service Request Forms To speed telephone installation and improve service within the main facility, we are starting a new application procedure. Service request forms will be available at various locations within the three buildings. When you require telephone services, pick up a request form at your nearest location. Fill in the pertinent facts, obtain approval from your division head, and send the form to Brent White. Please call me at if you have any questions about this new procedure. JM Start the dateline 2 inches from the top of the page. Set side margins at 1 to 11/4 inches. Align text after guide words Leave two blank lines between Subject and the first line of the memo. Single-space within and double-space between paragraphs. Put sender’s initials here

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 7 Formatting Business Letters 2012

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 8 Formatting Business Letters

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 9  Opening  Ask a question or issue a polite command (Please answer the following questions...).  Avoid long explanations preceding main idea. Routine Requests for Information or Action IW

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 10  Body  Explain your purpose and provide details.  Express questions in parallel form. Number or bullet them. Routine Requests for Information or Action IW

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 11  Body  Use open-ended questions to elicit the most information (What steps are necessary …?) instead of yes-or-no questions (Can she conclude her contrac- tual obligation … ?). Routine Requests for Information or Action IW

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 12  Body  Suggest reader benefits, if possible. Routine Requests for Information or Action IW

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 13  Closing  State specifically, but courteously, what action is to be taken.  Set an end date, if one is significant. Provide a logical reason for the end date. Routine Requests for Information or Action IW

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 14  Closing  Avoid cliché endings (Thank you for your cooperation). Show appreciation, but use a fresh expression.  Make it easy for the receiver to respond. Routine Requests for Information or Action IW

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 15  Subject Line  Identify the topic and any previous correspondence.  Use abbreviated style, omitting articles (a, an, the). Direct Response Messages

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 16  Opening  Deliver the information the reader wants.  When announcing good news, do so promptly. Direct Response Messages

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 17  Body  Explain the subject logically.  Use lists, tables, headings, boldface, italics, or other graphic devices to improve readability.  Promote your products and your organization to customers. Direct Response Messages

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 18  Closing  Offer a concluding thought, perhaps referring to the information or action requested.  Avoid cliché endings (If you have any other questions, don’t hesitate to call).  Be cordial. Direct Response Messages

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 19  Opening  Introduce the instructions.  Explain why the instructions are necessary. Instruction Messages TB

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 20  Body  Divide the instructions into steps.  List the steps in the order to be carried out.  Arrange the items vertically with bullets or numbers. Instruction Messages TB

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 21  Body  Begin each step with an action verb. Not this: An advertisement for a position should be written. But this: Write an advertisement for a position. Instruction Messages TB

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 22  Closing  Explain how following the instructions will benefit the reader.  Use a polite, positive tone here and throughout the message. Instruction Messages TB

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 23  Opening  Explain immediately what you want done.  State the remedy briefly when it is obvious (Please credit my Visa account …).  Explain your goal when the remedy is less obvious. Direct Claims, Complaints

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 24  Body  Explain the problem and justify your request.  Provide details objectively and concisely.  Be organized and coherent. Don’t ramble. Direct Claims, Complaints

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 25  Body  Avoid becoming angry or trying to fix blame.  Include names and dates with previous actions. Direct Claims, Complaints

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 26  Closing  End courteously with a tone that promotes goodwill.  Request specific action, including end date, if appropriate. Direct Claims, Complaints Act promptly in making claims and always keep a copy of your message.

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 27  Opening  When approving a customer’s claim, announce the good news (adjustment) immediately.  Avoid sounding grudging or reluctant. Adjustment Messages

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 28  Body  Strive to win back the customer’s confidence; explain what went wrong (if you know). Adjustment Messages

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 29  Body  Apologize if it seems appropriate, but be careful about admitting responsibility. Check with your boss or legal counsel first. Adjustment Messages

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 30  Body  Concentrate on explaining how diligently your organization works to avoid disappointing customers.  Avoid negative language (trouble, regret, fault). Adjustment Messages

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 31  Body  Avoid blaming customers – even if they are at fault.  Avoid blaming individuals or departments in your organization. It sounds unprofessional. Adjustment Messages

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 32  Closing  Show appreciation that the customer wrote.  Consider expressing confidence that the problem has been resolved.  Thank the customer for past business.  Refer to your desire to be of service. Adjustment Messages

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 33  Thanks  Recognition  Sympathy Goodwill Messages (Social Correspondence)

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 34 The Five Ss of Goodwill Messages Five Ss of Goodwill Messages Short Spontaneous Sincere Specific Selfless

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 35  In expressing thanks, recognition, or sympathy, discuss the receiver, not the sender. The Five Ss of Goodwill Messages 1. Be s elfless

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 36 Be s pecific  In expressing thanks, recognition, or sympathy, cite specifics rather than generalities. The Five Ss of Goodwill Messages 2.

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 37 Be S incere  In expressing thanks, recognition, or sympathy, be sincere. Show your honest feelings with unpretentious language. The Five Ss of Goodwill Messages 3.

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 38 Be S pontaneous  In expressing thanks, recognition, or sympathy, be spontaneous. Make the message sound natural, fresh, and direct. Avoid canned phrases. The Five Ss of Goodwill Messages 4.

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 39 Keep it S hort  In expressing thanks, recognition, or sympathy, keep the message short. Although goodwill messages may be as long as needed, they generally are short. The Five Ss of Goodwill Messages 5.

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 40 By John S. Donnellan  Send a brief note expressing your appreciation.  Tell how good the message made you feel.  Accept praise gracefully. Don’t make belittling statements. (I’m not really all that good!). Answering Congratulatory Messages

©2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 8, Slide 41 END