1. Lecture Slides Business Communication, 16e, Lehman & DuFrene © 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. Delivering Good- and Neutral- News Messages Chapter 6

2. Chapter 6, Business Communication, 16e, Lehman & DuFrene © 2011 Cengage Learning Direct Outline Used in Good- and Neutral-News Messages

3. Chapter 6, Business Communication, 16e, Lehman & DuFrene © 2011 Cengage Learning Advantages of the Deductive Outline Begins with an ___________ sentence Gets ________ by responding to the audience’s ______ to know Puts reader in a good frame of mind in order to be ________ to details Allows easy __________ through the details after the main idea is presented easy-to-write attention desire receptive movement

4. Chapter 6, Business Communication, 16e, Lehman & DuFrene © 2011 Cengage Learning Your Turn Your employee-of-the-month award proposal reflects value for the company and our employees. So that we can consider the feasibility of the idea, please provide a few more details. I have read your proposal for the employee-of-the-month award and think it is a great idea. However, before it can be submitted to the board, I need to have a few more details. Enclosed please find my comments regarding your employee-of-the- month award proposal. The idea appears to be a win-win situation for the company and our employees. Version 1 Version 2 Version 3 Which of the following is the best message opening?

5. Chapter 6, Business Communication, 16e, Lehman & DuFrene © 2011 Cengage Learning Types of Good-News Messages Positive news messages Thank you and appreciation messages Apologies Routine claims Routine requests Order acknowledg- ments Credit information messages Messages extending credit

6. Chapter 6, Business Communication, 16e, Lehman & DuFrene © 2011 Cengage Learning 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

7. Chapter 6, Business Communication, 16e, Lehman & DuFrene © 2011 Cengage Learning Distinguishing Between Resale and Sales Promotion Resale — Discussion of goods and services already purchased Example: Remember that your 20- ounce stadium cups are dishwasher and microwave safe. Resale — Discussion of goods and services already purchased Example: Remember that your 20- ounce stadium cups are dishwasher and microwave safe. Sales promotion — Statements made about related merchandise or services Example: When your stadium cups order arrives, look for our new catalog so you can create a custom design for your baseball season. Sales promotion — Statements made about related merchandise or services Example: When your stadium cups order arrives, look for our new catalog so you can create a custom design for your baseball season.

8. Chapter 6, Business Communication, 16e, Lehman & DuFrene © 2011 Cengage Learning Requirements of the Equal Credit Opportunity Act Notify credit applicant of credit decision within 30 days of request Disclose terms of credit agreement Disclose reasons for refusal if credit is denied Provide name and contact information of the consumer reporting agency if their information influenced the credit decision

9. Chapter 6, Business Communication, 16e, Lehman & DuFrene © 2011 Cengage Learning Extending Credit: Write Deductively Open with _____ extension and ________ information Indicate basis for credit extension and explain _____ Outline credit _______ Communicate genuine desire to build ________ __________ credit shipment terms policies business relationship

10. Chapter 6, Business Communication, 16e, Lehman & DuFrene © 2011 Cengage Learning Guidelines for Procedural Messages Begin each numbered step with action statement Place each step on a separate line for easy reading Consider preparing flow chart Follow your own instructions Ask someone else to follow instructions

11. Chapter 6, Business Communication, 16e, Lehman & DuFrene © 2011 Cengage Learning Your Turn I am pleased that you submitted this proposal and I look forward to submitting the revised version to the board of directors at their next meeting. Thank you for providing a proposal that may enable our company to provide a much-deserved reward to our employees. Completing your revision by this Friday will ensure the proposal will be addressed at the upcoming board of directors meeting. Please submit a more detailed analysis of your proposal as soon as possible. Thank you in advance. Version 1 Version 2 Version 3 I Which of the following is the best message closing?