1. LECTURE 6 GETTING TO THE POINT IN GOOD-NEWS AND NEUTRAL MESSAGES
CHAPTER 7
BUS 251

2. GOOD-NEWS AND NEUTRAL MESSAGES IN BUSINESS
Messages that solve everyday business problems
Requesting information
Providing information
Announcing good news
Routine communication

3. GOOD NEWS + NEUTRAL MESSAGES
DIRECT ORDER
GOOD NEWS + NEUTRAL MESSAGES
DIRECT ORDER

4. THE GENERAL DIRECT PLAN
Beginning with the objective.
Covering the remaining part of the objective.
Ending with goodwill.

5. ROUTINE INQUIRIES Choosing from 2 types of beginnings -
With a direct question or request, or
With a brief statement to orient the reader, followed by the request or question.

6. ROUTINE INQUIRIES Structuring the questions-
If 2 or more questions are involved, make them stand out with
Bullets
Numbering
Paragraphing
Question form

7. FAVORABLE RESPONSES
When responding to inquiries favorably, begin directly.
If the response contains only one answer, begin with it.
If it contains more than one answer, begin with a major one or a general statement indicating you are answering.

8. FAVORABLE RESPONSES
If both good and bad news answers are involved, give each answer the emphasis it deserves (subordinating the negative).
For extra goodwill effect, consider doing more than was asked.
End with appropriate cordiality

9. ORDER ACKNOWLEDGEMENTS & OTHER THANK-YOU MESSAGES
Use the direct order: begin by thanking the reader for something specific (e.g., an order)
Directness and goodwill building in order acknowledgements-
Continue with your thanks or with further information.

10. ORDER ACKNOWLEDGEMENTS & OTHER THANK-YOU MESSAGES
Tact in order acknowledgements-
Use positive, tactful language to address vague or delayed orders.
Strategies for other thank you messages-
If appropriate, achieve a secondary goal (e.g., reselling or confirming a mutual understanding)
Close with a goodwill-building comment, adapted to the topic of the message.

11. DIRECT CLAIMS
Examples- Lost or broken merchandise; customer inaccurately billed.
Write direct claims in situations where an adjustment will likely be granted.
Begin with a polite direct statement.
Keep your tone objective and professional so that you preserve your reader’s goodwill.

12. ORGANIZING THE DIRECT CLAIM
Beginning a direct claim- polite, direct statement.
Explaining the issue- the body should provide any information the reader needs to understand your claim.
Providing a goodwill closing- close with an expression of goodwill.

13. ADJUSTMENT GRANTS
Granting adjustments are positive responses- use direct order.
Different from other direct-order messages as they involve a negative situation.
Open with what you are doing to correct the situation.
In the opening and throughout, emphasize the positive.

14. ADJUSTMENT GRANTS Avoid negative words – trouble, damage, broken, etc.
Regain lost confidence with an explanation and/or assurance.
End with a goodwill comment.
Avoid recalling what went wrong.