Transcript Chapter 6 Positive Messages


Writing Plan for an Information or Action
Request.
Opening: Ask the most important question first or express a polite
command. Readers tend to look at them first. The writer
should capitalize on this tendency by putting the most
significant statement first.
Body: Explain the request logically and courteously. The body of
a letter requests information should provide necessary details.
The quality of the information obtained from a request letter
depends on the clarity of the inquiry.
Closing: Request a specific action with an end date, if
appropriate, and show appreciation. Your appreciation will
sound most sincere if you avoid mechanical, tried
expressions.
 Writing Plan for a Direct Claim
Opening: Describe clearly the desired action. If you have
a legitimate claim, you can expect a positive response
from a company. Smart businesses today want to hear
from their customers.
Body: Explain the nature of the claim, tell why the claim is
justified, and provide details regarding the requested.
When the remedy is obvious, state it immediately.
Closing: End pleasantly with a goodwill statement and
include an end date and action request, if appropriate.
End a claim letter with a courteous statement that
promotes goodwill and summarizes your action request.
 Writing Plan for Direct Replies
Subject line: Identify previous correspondence or refer to
the main idea. The subject line usually appears one
blank line below the salutation.
Opening: Deliver the most important information first.
Deliver the information the reader wants. More forceful
and more efficient is an opener that answers the inquiry.
Body: Arrange information logically, explain and clarify it,
provide additional information if appropriate, and build
goodwill. Because a letter written on company
stationary is considered a legally binding contract, be
sure to check facts and figures carefully.
Closing: End pleasantly. Tailor your remarks to fit this letter
and this reader.
 Writing Plan for Adjustment Letters
Subject line: (optional) Indentify the previous
correspondence and refer to the main topic.
Opening: Grant the request or announce the adjustment
immediately. Instead of beginning with a review of
what went wrong, present the good news immediately.
Body: Provide details about how you are complying with
the request. Try to regain the customer’s confidence.
Most companies want to stand behind their products
and services; the want to do what’s right.
Closing: End positively with a forward-looking thought;
express confidence in future business relationship. End
positively by expressing confidence that the problem
has been resolved and that continued business relations
will result.
Messages that express thanks, recognition, and
sympathy, should be written promptly. Finding the right
words to express feelings is sometimes more difficult
that writing ordinary business documents.
Goodwill messages are most effective when they are
selfless, specific, sincere, spontaneous, and short.
Taking the time to write gives more importance to our
well-wishing.
Send letters of thanks to customers, hosts, and individuals
who have performed kinds acts. Written notes that
show appreciation and express thanks are significant
to their receivers.
May 25, 200x
Ms. Breanna Lee, Manager
White-Rather Enterprises
1349 Century Boulevard
Wichita Falls, TX 76308
Dear Ms. Lee,
Subject: Your May 20 Inquiry About WorkZone Software
Yes, we do offer personal record-keeping software specially designed for small businesses like yours. Here are the answers to your three questions about this
software:
Our WorkZone software provides standard employee forms so you are always in compliance with current government regulations.
You will receive an interviewer’s guide for structured employee interviews and you will also receive a scripted format for checking references by telephone.
Yes, you can update your employees records easily without the need for additional software, hardware, or training.
Our WorkZone software was specially designed to provide you with expert forms for interviewing, verifying references, recording attendance, evaluating
performance, and tracking the status of your employees. We even provide you with step by step instructions, and suggested procedures. You can treat
your employees as if you had a professional human resources specialist on your staff.
On page 6 of the enclosed pamphlet you can read about our WorkZone software. To receive a preview copy, or to ask questions about its use, just call 1-800-3545500. Our specialists are eager to help you week days from 8 am to 5 pm PST. For more information, or to place an order, visit our Web site at
www.workzone.com .
Sincerely,
Jacob Scott
Senior Marketing Representative
Enclosure:


Chapter 7
Negative Messages
In all businesses, things sometimes go wrong. The
sting of bad news can be reduced by giving
reasons and communicating sensitively.
Using the Indirect Pattern to Prepare
the Reader
Whereas good news can be revealed quickly, bad news is generally
easier to accept when broken gradually. The indirect strategy
enables you to keep the read’s attention until you have been able
to explain the reasons for the bad news. The indirect plan consists
of four parts; Buffer, Reasons, Bad news, and Closing.
When to Use the Direct Pattern
The direct pattern, with the bad news first, may be
more effective, though, in situations such as; the
receiver may overlook the bad news, the
organization suggests it, the receiver prefers
directness, when firmness is necessary, and when
the bad news is not damaging.
Buffering the Opening
A buffer is a device to reduce shock or pain. The
buffer should be relevant and concise and provide a
natural transition to the explanation that follows.
The individual situation will help determine what
you should put in the buffer.
Presenting the Reasons
The most important part of a bad-news letter is the
section that explains why a negative decision is
necessary. Providing an explanation reduces feeling
of ill will and improves the chances that readers will
accept the bad news.
Delivering Bad News Within
Organizations
Interpersonal bad news might involve telling the boss that
something went wrong or confronting an employee about
poor performance. Generally, bad news is better received
when reasons are given first. Gather all the information,
prepare, and rehearse.
GALAXY FITNESS
October 29, 2010
Mr. John Brumfield
Human Resources Development
Gulfport Energy Enterprises
1400 Longhorn Blvd.
Houston, TX 76400
Dear Mr. Brumfield:
Did you know about the direct link between the health of your employees’ and the health of your profits? Because we are in the midst of tough economic times, you are probably
looking for benefits to offer your employees that will help both you and them.
The benefits of healthier employees include lower health care costs, fewer medical claims, improved productivity, better morale and reduced absenteeism. Here is how you can help
your employees to have sound bodies and also improve your company’s profits.
Provide them with Galaxy Fitness health club discounts.
Bring our aerobics, massage, weight loss and educational programs on-site.
Have us manage your on-site fitness center.
Business Fortune Magazine recently reported the following; “After a prevention and early intervention health program was implemented at L.L.Bean, loss claims dropped by
approximately 40 percent.”
Please call (713) 839-2300 and speak to Jan Novak, our corporate fitness expert, to learn how you can add to the health of your employees and also to your bottom line.
Sincerely,
GALAXY FITNESS
Missy Mischke
Senior Marketing Manager
Chapter 8 Persuasive
Messages
 For you to have success in life and in business will
depend on how skilled you are at persuading people to
believe , accept, and act on what you say.
 Persuasion is necessary when you anticipate
resistance or when you must prepare before you can
present your ideas effectively.
 In your daily life you have to persuade someone more
times than you may think. Returning something to a
store or having your fixed. Even trying to persuade a
local officer not to give you a speeding ticket.
Writing Plan for a Persuasive Request
 Capture the reader’s attention and interest . Have they
been in the same position and may understand why
you asking them to do? If they can relate to your
situation ,they will be willing to listen you.
 Now that you have their attention, build on their
interest. The more people become interested, the least
resistance you will encounter.
 Ask for a particular action. As a former salesperson, if I
didn’t ask for the sale, why was I in front of them.
Always ask for the sale.
Using your Persuading Skills
 Requesting Favors and Actions. Everyone has at one
time needed to ask for a favor or help. It can be
difficult because it benefits you and normally no one
else.
 Persuading the Boss. This can be the most difficult of
all positions. If change is in the way something is
being done at work and you think that you have a
better idea, remember to research you information.
This is also true for trying to get your fellow workers to
change. That may even more difficult then talking to
the boss.
Writing Sales and Marketing Messages
 Sales letters are generally part of a package that may
contain a brochure, price list, illustrations,
testimonials, and other persuasive appeals, and other
persuasive appeals. You need to most concern with the
sales letter: its strategy, organization, and evidence.
 These type of sales letters are usually written by a
professional, make sure that the letter is saying what
you want it to say. Remember , you want that letter to
get someone’s attention and interest.
Selling by E-Mail
 Send e-mails only to those who have given you their
permission. If you never want a sale from someone,
send them an e-mail from someone they have never
spoken to before you e-mail arrives in their computer.
 Use a catchy subject line, something will make them
want to read more.
 Keep your message brief, and your conversation
focused.
 Use plenty of your current customers own words as
testimonials. If its good enough for them, may you
should try it.
Department of Transportation
November 3, 2010
Mrs. E.R. Churchill
224 Oak Grove Avenue
Chapel Hill, NC 27514
Dear Mrs. Churchill:
We appreciate receiving your recent letter requesting that a curve in Highway 35 be rebuilt. The Department of
Transportation shares your concern about the safety of the stretch between Mount Vernon and Pittsboro which is
near your home.
Highway 35, as you mention, has many hills, curves and blind spots. However its accident rate which is 4.05 per million
vehicle miles is far the worst in the state. In fact, at least 49 other state highways have worse records.
We have studies under way that will result in the relocation of sections of Highway 35 to terrain that will provide safer
driving conditions. As you are aware such changes take time. We must coordinate our plans with town, county, state
and federal authorities. Money is assigned to these projects by priority; Highway 35 does not have a top priority. In
addition accidents along highway 35 are not concentrated at any one curve. They are spread out over the entire
highway.
For all of the above reasons we do not anticipate immediate rebuilding any curves on Highway 35. In the near future we
plan to install guardrails, and we will be certain to place a guardrail at the curve that concerns you.
We appreciate your concern for safety, Mrs. Churchill. Please write to us again if you have other ideas for reducing
accidents.
Sincerely,
Mitchell M. Overton
Safety and Speed Management
Office of