1. Lecture and Resource Slides BCOM 3e, Lehman & DuFrene © 2012 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. Learning Objectives 1.Describe the deductive outline for good news and routine information, and its adaptations for specific situations and for international audiences. 2.Prepare messages that convey good news, including thank-you and appreciation messages. 3.Write messages presenting claims and requests and favorable responses to them. 4.Write message acknowledging customer orders, providing credit information, and extending credit. 5.Prepare procedural messages that ensure clear and consistent application.

3. Learning Objective 1 Describe the deductive outline for good news and routine information, and its adaptations for specific situations and for international audiences.

4. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Direct Outline Used in Good- and Neutral-News Messages

5. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 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

6. Learning Objective 2 Prepare messages that convey good news, including thank-you and appreciation messages.

7. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 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

8. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. A casual dress policy has been approved for First National Bank and will be effective July 1. As most of us agree, casual attire in the banking industry generally means “dressy casual,” since virtually all of us interact with our clientele regularly throughout the day. To maintain our traditional professional image while enjoying more relaxed attire, please follow these guidelines: MenWomen Sport or polo shirt, with collarsPant suit Khakis or corduroysSweater or blouse with Loafers with socks pants or skirt Loafers with socks Low heels with hosiery Tennis shoes, open-toed shoes, sandals, jogging suits, shorts, jeans, sweatpants, and sweatshirts are inappropriate. Formal business attire should be worn when meeting with clients outside the office. Please visit the HR website for the complete casual attire policy and illustrations of appropriate casual attire. If you have questions as you begin changing in your wardrobe, please call me at ext. 59. A casual dress policy has been approved for First National Bank and will be effective July 1. As most of us agree, casual attire in the banking industry generally means “dressy casual,” since virtually all of us interact with our clientele regularly throughout the day. To maintain our traditional professional image while enjoying more relaxed attire, please follow these guidelines: MenWomen Sport or polo shirt, with collarsPant suit Khakis or corduroysSweater or blouse with Loafers with socks pants or skirt Loafers with socks Low heels with hosiery Tennis shoes, open-toed shoes, sandals, jogging suits, shorts, jeans, sweatpants, and sweatshirts are inappropriate. Formal business attire should be worn when meeting with clients outside the office. Please visit the HR website for the complete casual attire policy and illustrations of appropriate casual attire. If you have questions as you begin changing in your wardrobe, please call me at ext. 59. Positive News Message: Why It Works Announces approval of policy Restates appreciation by assuring reader of benefits gained Explains policy clearly, including table formatted for quick, easy access to details Encourages open discussion

9. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Benefits of Written Appreciation Messages Provides sincere thoughts because few people take time to write Provides tangible evidence that can be used to support a performance evaluation May be treasured over the years

10. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 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

11. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Using Written Appreciation Messages Appropriately Write briefly beginning with main idea Convey a genuine tone by Send promptly — within 2 or 3 days Consider sending copy to reader’s employer or writing employer with copy sent to employee

12. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Appreciation for Outstanding Work Ren, Completing the ropes course at Camp Horizon was a memorable and life-changing experience for every member of our office staff. Your facilitators were masterful in allowing our teams to take risks while ensuring their safety. The course provided a diverse series of activities that enabled each staff member to participate, regardless of our physical limitations. Identifying the real leaders in our office was quite interesting. In the words of one colleague, “The ropes course has shown me I can do more than I have come to expect of myself.” Thank you for helping us see our potential. Appreciation for Outstanding Work Ren, Completing the ropes course at Camp Horizon was a memorable and life-changing experience for every member of our office staff. Your facilitators were masterful in allowing our teams to take risks while ensuring their safety. The course provided a diverse series of activities that enabled each staff member to participate, regardless of our physical limitations. Identifying the real leaders in our office was quite interesting. In the words of one colleague, “The ropes course has shown me I can do more than I have come to expect of myself.” Thank you for helping us see our potential. Extends appreciation Gives evidence of activity’s worth without exaggeration or mechanical language Restates appreciation by assuring reader of benefits gained Appreciation Message: Why It Works

13. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Handling Apologies State the apology _____ Be _____ Use _______ statements that don’t ________the error Include ______you will take to prevent error from _________ once brief general reinforce action recurring

14. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Mike, Please accept my apology for missing yesterday’s meeting of the Planning Committee. Had the plane from Denver arrived on schedule, I could have attended. The report on tax considerations for the proposed site of the Windermere Apartments is ready. Let me know if you plan to include it on next week’s agenda. Thanks, Jerry Mike, Please accept my apology for missing yesterday’s meeting of the Planning Committee. Had the plane from Denver arrived on schedule, I could have attended. The report on tax considerations for the proposed site of the Windermere Apartments is ready. Let me know if you plan to include it on next week’s agenda. Thanks, Jerry Begins with apology Gives a reason for the error without offering excuses Offers something tangible to make up for error Apology Message: Why It Works

15. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 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.

16. Learning Objective 3 Write messages presenting claims and requests and favorable responses to them.

17. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Yesterday evening I stopped by the construction site of the apartments you are under contract to build. You appear to be well ahead of schedule. According to our agreement, all requests and complaints are to be made in writing. I noticed that water heaters had been installed in two of the apartments. The units are 30-gallon heaters, but the specs call for 50-gallon heaters in each of the 12 apartments. For some families, the smaller size may be sufficient; but others may need the larger size. Because the larger size is specified in the agreement we signed, I respectfully request that the two 30-gallon units be removed and that 50-gallon water heaters be installed in all the apartments. Thank you for your consideration in this matter. Yesterday evening I stopped by the construction site of the apartments you are under contract to build. You appear to be well ahead of schedule. According to our agreement, all requests and complaints are to be made in writing. I noticed that water heaters had been installed in two of the apartments. The units are 30-gallon heaters, but the specs call for 50-gallon heaters in each of the 12 apartments. For some families, the smaller size may be sufficient; but others may need the larger size. Because the larger size is specified in the agreement we signed, I respectfully request that the two 30-gallon units be removed and that 50-gallon water heaters be installed in all the apartments. Thank you for your consideration in this matter. Routine Claim: What Does Not Work Uses inductive outline and treats routine claim as a bad-news message; buries the routine request in the 3rd paragraph Too much explanation; issue is what contract says Includes cliché

18. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Dear Mr. Jackson: Please replace the two 30-gallon heaters (installed last week) with 50-gallon units. Large units are essential for families with children. For that reason, the contract specifies a 50-gallon heater for each of the 12 apartments. The project appears to be well ahead of schedule. Thanks for your efforts. Sincerely, Peter Allen Dear Mr. Jackson: Please replace the two 30-gallon heaters (installed last week) with 50-gallon units. Large units are essential for families with children. For that reason, the contract specifies a 50-gallon heater for each of the 12 apartments. The project appears to be well ahead of schedule. Thanks for your efforts. Sincerely, Peter Allen Routine Claim: Why It Works Begins with claim requests Is specific about what is needed; provides needed explanation Closes positively

19. Learning Objective 4 Write message acknowledging customer orders, providing credit information, and extending credit.

20. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 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

21. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 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

22. Learning Objective 5 Prepare procedural messages that ensure clear and consistent application.

23. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 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

24. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Procedures for Requesting Computer Service 1.Access http://www.drmc.com/it/index.html, and click the Service option. 2.Provide the information requested. Be certain to complete the required items denoted with asterisks. 3.Check your email for a service order confirmation, typically within 24 hours. 4.Complete normal shut-down procedures when leaving your computer station. Although the service work will be performed after hours, technicians will start your computer using their personal login procedures. 5.Check your email for a service completion notice, and message us if the work was not completed to your satisfaction. Revised 6/20/2012 Procedures for Requesting Computer Service 1.Access http://www.drmc.com/it/index.html, and click the Service option. 2.Provide the information requested. Be certain to complete the required items denoted with asterisks. 3.Check your email for a service order confirmation, typically within 24 hours. 4.Complete normal shut-down procedures when leaving your computer station. Although the service work will be performed after hours, technicians will start your computer using their personal login procedures. 5.Check your email for a service completion notice, and message us if the work was not completed to your satisfaction. Revised 6/20/2012 Procedural Message: Why It Works Provides descriptive title that clearly identifies procedures Enumerates to direct attention to each sequential step Begins each item with an action verb for clarity Includes date of last revision for currency

25. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. TO: All Employees FROM: Joe Brown, HRM Director DATE: March 7, 2012 RE: Earthquake Preparedness Because earthquake tremors have been jarring Evansville and we are located in a high-rise building, we need to be sure that we are prepared for an earthquake. Therefore, the following actions should be taken in the event of an earthquake: TO: All Employees FROM: Joe Brown, HRM Director DATE: March 7, 2012 RE: Earthquake Preparedness Because earthquake tremors have been jarring Evansville and we are located in a high-rise building, we need to be sure that we are prepared for an earthquake. Therefore, the following actions should be taken in the event of an earthquake: Procedural Message: What Does Not Work Uses passive voice; should be received- centered Uses numbered list for tasks not occurring in specific order Uses unparallel items in list Uses dangling modifier 1.Elevators should not be used. 2.Fire alarms or sprinkler systems may activate and startle people. 3.Earthquakes do not kill; buildings do. 4.If outside, open areas are safer than areas near wires, signs, buildings, or trees. 5.People in offices should drop to the floor, take cover under desks, and ride out the tremor. 6.If no desks or tables are near, people should seek cover against an interior wall. 1.Elevators should not be used. 2.Fire alarms or sprinkler systems may activate and startle people. 3.Earthquakes do not kill; buildings do. 4.If outside, open areas are safer than areas near wires, signs, buildings, or trees. 5.People in offices should drop to the floor, take cover under desks, and ride out the tremor. 6.If no desks or tables are near, people should seek cover against an interior wall.

26. © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Procedural Message: Why It Works Begins with explanation of why information is being provided Provides specific, bulleted list of possible actions Uses parallelism to construct bulleted list; uses active verbs TO: All Employees FROM: Joe Brown, HRM Director DATE: March 7, 2012 RE: What Do In Case of Earthquake As many of you are aware, earthquakes have been occurring more frequently in Evansville. Because our offices are located in a high-rise building, we need to be as prepared as possible in the event of an earthquake. Please use the following guidelines when necessary: TO: All Employees FROM: Joe Brown, HRM Director DATE: March 7, 2012 RE: What Do In Case of Earthquake As many of you are aware, earthquakes have been occurring more frequently in Evansville. Because our offices are located in a high-rise building, we need to be as prepared as possible in the event of an earthquake. Please use the following guidelines when necessary: Take cover under desks or drop to the floor. Seek cover against an interior wall. Avoid windows, glass doors, tall furniture, and hanging objects. Use the stairs. Elevators should not be used. Avoid areas near wires, signs, buildings, or trees if outside. Take cover under desks or drop to the floor. Seek cover against an interior wall. Avoid windows, glass doors, tall furniture, and hanging objects. Use the stairs. Elevators should not be used. Avoid areas near wires, signs, buildings, or trees if outside. An earthquake drill will be held early next week to make sure everyone knows what to do in case an earthquake should occur. If you have any questions about these procedures, please call me at ext. 303.