Chapter 6 Positive and Neutral Messages 6

Chapter 6Krizan Business Communication ©20052 When should the direct approach be used for writing messages?

Chapter 6Krizan Business Communication ©20053 This plan should be used for writing positive or neutral messages.

Chapter 6Krizan Business Communication ©20054 Why is this plan appropriate?

Chapter 6Krizan Business Communication ©20055  Gives good news first  Encourages receiver to respond positively to rest of message This approach

Chapter 6Krizan Business Communication ©20056 Explain the you- viewpoint.

Chapter 6Krizan Business Communication ©20057 The you-viewpoint stresses the receiver’s interests and benefits rather than the sender’s.

Chapter 6Krizan Business Communication ©20058 How can the proper handling of a request build an organization’s goodwill?

Chapter 6Krizan Business Communication ©20059 When companies approve requests, they demonstrate the value they place on their customers.

Chapter 6Krizan Business Communication © Why should claim letters be written using the direct approach?

Chapter 6Krizan Business Communication © More of these letters are answered positively when the claim is presented:  Objectively at the beginning of the letter  Without blaming the receiver

Chapter 6Krizan Business Communication © Distinguish between claim messages and adjustment messages.

Chapter 6Krizan Business Communication © Claim messages explain what the writer wants.

Chapter 6Krizan Business Communication © Adjustment messages are positive responses to claim messages.

Chapter 6Krizan Business Communication © Why should companies welcome unsolicited positive or neutral messages?

Chapter 6Krizan Business Communication © These messages can  Increase employee morale  Promote customer goodwill  Affect receiver positively