Chapter 5 – Slide 1 Effective Communication for Colleges, 10 th ed., by Brantley & Miller, 2005© Good News and Neutral News Messages

Chapter 5 – Slide 2 Effective Communication for Colleges, 10 th ed., by Brantley & Miller, 2005©  Identify situations for which the good news strategy is appropriate.  Analyze good news and neutral news messages to verify that they reflect the six Cs of effective messages, acceptable message formats, and the good news strategy.  Prepare good news and neutral news messages by applying the CBO approach and the good news strategy.

Chapter 5 – Slide 3 Effective Communication for Colleges, 10 th ed., by Brantley & Miller, 2005© Chapter 5 – Section 1 Examples of Good News Messages  Thank-you messages  Congratulatory messages  Recommendation messages  Inquiries and replies  Requests and responses  Orders and acknowledgments  Routine claims and adjustments

Chapter 5 – Slide 4 Effective Communication for Colleges, 10 th ed., by Brantley & Miller, 2005© Chapter 5 – Section 1 The CBO Approach: A 3 x 4 Plan  Plan a message.  Compose a draft.  Complete a message.

Chapter 5 – Slide 5 Effective Communication for Colleges, 10 th ed., by Brantley & Miller, 2005© Chapter 5 – Section 1 Plan a Message  Identify the objective.  Visualize the audience.  Gather supporting information.  Organize the information.

Chapter 5 – Slide 6 Effective Communication for Colleges, 10 th ed., by Brantley & Miller, 2005© Chapter 5 – Section 1 Compose a Draft  Choose words.  Construct sentences.  Assemble paragraphs.  Choose paragraph locations.

Chapter 5 – Slide 7 Effective Communication for Colleges, 10 th ed., by Brantley & Miller, 2005© Chapter 5 – Section 1 Complete a Message  Proofread.  Edit.  Revise.  Finalize.

Chapter 5 – Slide 8 Effective Communication for Colleges, 10 th ed., by Brantley & Miller, 2005© Chapter 5 – Section 1 Good news and neutral news messages follow the good news strategy.  State the good or neutral news.  Provide adequate details or descriptions.  End pleasantly.

Chapter 5 – Slide 9 Effective Communication for Colleges, 10 th ed., by Brantley & Miller, 2005© Thank-You Messages  Begin with good news.  Offer extra details.  End with emphasis on the receiver. Thank-you messages maintain friendships and build goodwill. Chapter 5 – Section 2

Chapter 5 – Slide 10 Effective Communication for Colleges, 10 th ed., by Brantley & Miller, 2005© Chapter 5 – Section 2 Congratulatory Messages  Begin by offering congratulations.  Provide extra details reflecting your sincerity.  End with emphasis on the receiver. Congratulatory messages create positive impressions and build goodwill.

Chapter 5 – Slide 11 Effective Communication for Colleges, 10 th ed., by Brantley & Miller, 2005© Chapter 5 – Section 2 Recommendation Messages  Identify the candidate and the job or benefit sought.  Provide facts relevant to the position or benefit sought.  Close with an offer of further information. Recommendation messages provide accurate performance documentation.

Chapter 5 – Slide 12 Effective Communication for Colleges, 10 th ed., by Brantley & Miller, 2005© Chapter 5 – Section 2 Inquiries and Replies Inquiry messages ask the receiver for information.  Begin with a specific question or direct statement.  Include adequate details and additional questions.  End with clear directions for the receiver.

Chapter 5 – Slide 13 Effective Communication for Colleges, 10 th ed., by Brantley & Miller, 2005© Chapter 5 – Section 2 Inquiries and Replies Reply messages answer inquiry messages.  State the good news by answering questions and emphasizing the you attitude.  Include any additional pertinent information.  End with a goodwill statement.

Chapter 5 – Slide 14 Effective Communication for Colleges, 10 th ed., by Brantley & Miller, 2005© Chapter 5 – Section 2 Requests and Responses Request messages ask for information, approval, permission, cooperation, or assistance.  State the major request in the first sentence or subject line.  Make the request clear with additional details.  End courteously and close with an action request.

Chapter 5 – Slide 15 Effective Communication for Colleges, 10 th ed., by Brantley & Miller, 2005© Chapter 5 – Section 2 Requests and Responses Response messages provide opportunities to establish goodwill and promote business.  State the good news first by answering the request.  Include additional pertinent information.  End with a goodwill statement and an action request.

Chapter 5 – Slide 16 Effective Communication for Colleges, 10 th ed., by Brantley & Miller, 2005© Chapter 5 – Section 2 Order messages ask for goods or services. Orders and Acknowledgments  Use direct language.  Give complete details.  Include payment information and shipping instructions, and indicate the desired delivery date.

Chapter 5 – Slide 17 Effective Communication for Colleges, 10 th ed., by Brantley & Miller, 2005© Chapter 5 – Section 2 Orders and Acknowledgments  Indicate product was sent or service approved. State when receipt of merchandise or service is expected.  Describe quality features of the product or service.  Encourage future orders. Acknowledgments provide information on the delivery status and encourage future orders.

Chapter 5 – Slide 18 Effective Communication for Colleges, 10 th ed., by Brantley & Miller, 2005© Chapter 5 – Section 2 Routine Claims and Adjustments  Begin with specific problem statement and request an adjustment.  Give a complete and concise description of claim, including all essential facts.  End courteously with a suggestion for prompt action. Claims provide information about unsatisfactory goods or services.

Chapter 5 – Slide 19 Effective Communication for Colleges, 10 th ed., by Brantley & Miller, 2005© Chapter 5 – Section 2 Routine Claims and Adjustments  Grant the request in a subject line and/or in the first sentence.  Provide the necessary details about the adjustment.  End with a cordial, open invitation for future business. Adjustments explain how and when a routine claim will be resolved positively.