EFFECTIVE BUSINESS MESSAGES Purposeful Audience-Centered Concise.
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Transcript of EFFECTIVE BUSINESS MESSAGES Purposeful Audience-Centered Concise.
BUSINESS MESSAGES
EFFECTIVEBUSINESS MESSAGES
Purposeful
Audience-Centered
Concise
REMEMBER TO HAVE
The right attitude
The right plan
PLAN FOR ROUTINE/POSITIVE/ GOOD
NEWS MESSAGES
Opening Paragraph: Tell the good
news
Middle Paragraph: Give the details
Closing Paragraph: Your “Call for
action”
OPENERS FOR ROUTINE MESSAGES Weak:
While reading WIRED magazine, I noticed an offer of a free video describing your web-building software.
Improved: Please send me your free video describing your Web-
building software. Weak:
I am conducting a training class for students of photography at the Lincoln Training center, I saw a picture we would like to use in our program.
Improved: What is the procedure for ordering a copy of a
photograph to be used for training purposes?
CLOSINGS FOR ROUTINE MESSAGES Weak:
Thanks for any information you provide. Improved:
We would appreciate receiving answers to these questions before April 4 so that we will have plenty of time to plan our conferences.
Weak: Hoping to hear from you at your earliest
convenience. Improved:
Please send the video by August 15.
PLAN FOR
BAD NEWS MESSAGES
TWO APPROACHES• Bad news decision (with or
without buffer)• Explanation/ Reasons• Appropriate, courteous
ending
Direct Approa
ch
• Buffer• Explanation/ Reasons• Bad news decision• Appropriate, courteous
ending
Indirect Approac
h
BUFFER
buffers should be neutral in
tone
avoid misleading the reader
into thinking the news is
good.
Agreement
•We both know how hard it is to make profit in this industry
Appreciation
•Your check for $127.17 arrived yesterday. Thank you.
Cooperation
•Employee Services is here to assist all associates with their health insurance, retirement planning, and continuing education needs.
Fairness
•For the past week we have carefully monitored those using the photocopying machine to see whether we can detect any pattern of use that might explain its frequent breakdowns
Good
News
•A replacement knob for your range is on its way, shipped February 10 via UPS.
Praise
•The Stratford Group clearly has an impressive record of accomplishment in helping clients resolve financial reporting problems.
Understanding
•So that you can more easily find the printer with the features you need, we are enclosing a brochure that describes all the Panasonic printers currently available.
EXPLANATION AND ANALYSIS
Explanations, are often crucial to the effectiveness of a negative message.
a. Try to convince the reader that you are acting in their interest.
b. Explain courteously all relevant facts behind the decision.
c. Show that the request has been carefully considered.
DECISION, IMPLIED, OR EXRESSED WITH RESALE AND/OR HELPFUL SUGGESTIONS.
If the reasons are so clear that the reader will conclude you must refuse the request then don’t state the bad news.
If an implied decision might be misunderstood, express your decision clearly near the end of the explanation.
THE WORD “YOU” REALLY EFFECTS YOUR TONE
Congratulate & thank with “you” “Your company always provides the best
service” Do not use “you” when giving bad or
negative information “Your Shoddy work produced a bad
toaster.”
Vs. “My toaster no longer works”
NOT GOOD.
You must have dropped the engine. The housing is badly cracked.
BETTER
The badly cracked housing suggests
that your engine must have fallen
onto a hard surface from some
height.
THE RIGHT ATTITUDE
Be Polite Instead of this:
You’ve been sitting on our order for two weeks. We need it now!
Use this: We are eager to receive our order. When
can we expect delivery?
THE RIGHT ATTITUDE
Be courteous and shield the reader’s pride
Instead of : If you had studied the instructions carefully, you would have known not to put the garment in hot water.
SAY: Water will not typically damage the garment. However, hot water will discolor it, as is stated on the label.
THE RIGHT ATTITUDE
Convince the reader that your
decision, although contrary to his/her
request, is FAIR, REASONABLE,
NECESSARY, and possible even
ADVANTAGEOUS
THE RIGHT ATTITUDE
Emphasize the positive Instead of this:
It is impossible to repair your vacuum cleaner today.
Use this: Your vacuum cleaner will be ready by Tuesday.
Instead of this: -Cheap merchandise
-Toilet paper-Elderly person
Use this:-Bargain prices
-Bathroom tissue-Senior citizen
THE RIGHT ATTITUDE
Avoid using company policy/ rules without further explanation
For e.g. It would be inconvenient for us…
It would be impossible for us….
Include, if possible, the customer benefit and reasons behind your rules and policies
THE RIGHT ATTITUDE
Assume that the customer wants to do the right thing
For e.g. You have every right to expect high
quality in … You are probably wondering how you
can…
THE RIGHT ATTITUDE Single out when you praise them
For e.g. You made an astute choice Ms. Rehman.
Put them in a group when you criticizeFor e.g.
People sometimes misinterpret the terms of the warranty.
Mention mistakes by using impersonal construction
For e.g.
Some of these figures need to be rechecked.
POSITIVE PHRASINGInstead of this
We have received your broken clock.
I cannot understand what you mean.
The damage won’t be fixed for a week.
There will be a delay in your order.
Say this We have received
the clock you sent us.
Please clarify your request.
The item will be repaired next week.
We will ship your order as soon as possible.
FRIENDLY, POSITIVE CLOSE.
Endings should be positive
Offer assurances. Invite future patronage Make clear whatever action is required Give alternatives.