Preparing Good- and Neutral-News Messages Business Communication, 15e Lehman and DuFrene Chapter 6...

Preparing Good- and Neutral-News Messages

Business Communication, 15eLehman and DuFrene

Chapter 6Lecture Slides

© 2009 Cengage Learning. All rights reserved.

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Learning Objective 1

Describe the deductive outline for good news and routine information and its adaptations for specific situations and for international audiences.

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Recall How to Select an Outline for Written and Spoken Messages

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Communication Channels

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Advantages of theDeductive Outline

√ Begins with an ____________ sentence

√ Gets __________ by responding to audience’s ______ to know

√ Puts reader in good frame of mind in order to be _________ to details

√ Allows easy ___________ through the details after main idea is presented

easy-to-write

attentiondesire

receptive

movement

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Write naturally but avoid ____________, _____, technical jargon, sports and military _________, and other vague devices

Avoid words that trigger _________ responses

Use simple terms but be _______

Guidelines for Writing to An Intercultural Audience

abbreviationsslang

analogies

emotional

specific

Cont.Cont.11


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Direct Outline Used in Good-News Messages

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Types of Good-News Messages

Positive news messages Thank you and appreciation

messages Apologies Routine claims Routine requests Order acknowledgments Credit information messages Messages extending credit

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Prepare messages that convey good news, including thank-you and appreciation messages.

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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

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Using Written Appreciation Messages Appropriately

Convey a genuine tone Send promptly — within 2 or 3

days Make specific comments about

outstanding qualities or performance

Consider sending copy to reader’s employer or writing employer with copy sent to employee

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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

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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

recurring2


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Write messages presenting routine claims and requests and favorable responses to them.

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Claim Messages

Business communicators ask for something they think they are entitled to: refunds, replacements, exchange or payment for damages

Request for Adjustment

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Claim Messages

Assume that a request will be granted quickly and willingly, without persuasion.

Routine claims: Deductive Approach

Persuasive claims: Inductive Approach Assume that a request will be granted only after explanationsand persuasive arguments have been presented. 3


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

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Figure 6-12 Online Order Confirmation

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Extending Credit: Write Deductively

Open with credit extension and shipment information

Indicate basis for credit extension and explain terms

Outline credit policies Communicate genuine desire to

build business relationship4


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Figure 6-13 Letter Extending Credit

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Prepare procedural messages that ensure clear and consistent application.

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Guidelines for Procedural Messages Begin each numbered step with

action statement

Place each step on separate line for easy reading

Consider preparing flow chart

Follow your own instructions

Ask someone else to follow instructions

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Preparing Good- and Neutral-News Messages Business Communication, 15e Lehman and DuFrene Chapter 6...

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