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MODULE 11 Informative and Positive Messages ©2007 McGraw-Hill Ryerson Limited. All rights reserved. Module 11 Skills to • Further analyze business communication situations • Organize and write positive messages • Write informative and positive messages ©2007 McGraw-Hill Ryerson Limited. All rights reserved. Module 11 Outline • How should I organize informative and positive messages? • What’s the best subject line for an informative or positive message? • When should I use reader benefits in informative and positive messages? ©2007 McGraw-Hill Ryerson Limited. All rights reserved. Module 11 Outline • What kinds of informative and positive messages am I likely to write? • How can the PAIBOC formula help me write informative and positive messages? ©2007 McGraw-Hill Ryerson Limited. All rights reserved. Informative and Positive Messages Primary Purposes • To give information, reassurance or good news • To have the reader read, understand, and view information positively • To de-emphasize negative elements ©2007 McGraw-Hill Ryerson Limited. All rights reserved. Informative and Positive Messages Secondary Purpose • Build a good image of the writer and the writer’s organization • Cement a good relationship between the writer and reader • To reduce or eliminate future correspondence on the same subject ©2007 McGraw-Hill Ryerson Limited. All rights reserved. Informative and Positive Messages Organizing Informative and Positive messages • Give any good news; summarize the main points • Give details, clarification, and background ©2007 McGraw-Hill Ryerson Limited. All rights reserved. Informative and Positive Messages • Present negative elements as positively as possible • Explain any reader benefits • Use a goodwill ending ©2007 McGraw-Hill Ryerson Limited. All rights reserved. Informative and Positive Messages Give reader benefits when: •Presenting policies •Shaping readers’ attitudes •Stressing benefits presents readers’ motives positively •Some of the benefits may not be obvious to readers ©2007 McGraw-Hill Ryerson Limited. All rights reserved. Informative and Positive Messages Organization of Confirmations • Be succinct and provide only the shared information • Indicate that the message is a confirmation, not a new message –as we discussed on the phone yesterday, … –as I told you yesterday, … –attached is the meeting schedule we discussed earlier today… ©2007 McGraw-Hill Ryerson Limited. All rights reserved. Informative and Positive Messages Subject Lines • • • • • Make subject lines specific Subject: Interview Questions Toni James. Make subject lines concise Subject: Let’s Hire Toni James. Make subject lines appropriate for the pattern of organization ©2007 McGraw-Hill Ryerson Limited. All rights reserved. Informative and Positive Messages • Transmittals • Confirmations • Summaries • Adjustments • Thank-You Notes ©2007 McGraw-Hill Ryerson Limited. All rights reserved. Informative and Positive Messages Organization of Transmittal Messages • Tell the reader what you’re sending • Summarize the main point(s) • Indicate special circumstances or information; e.g., is this a draft • Tell the reader what will happen next ©2007 McGraw-Hill Ryerson Limited. All rights reserved. Organization of Summaries For internal use, identify: • Who was present? • What was discussed? • What was decided\Who does what next? ©2007 McGraw-Hill Ryerson Limited. All rights reserved. Organization of Summaries To summarize a document: •Who was present? •What was discussed? •What was decided\Who does what next? ©2007 McGraw-Hill Ryerson Limited. All rights reserved. Organization of Adjustments When adjusting a price, discount, replacement or other benefit; •Do so in the first sentence •Don’t discuss internal processes •Don’t write anything that appears grudging •Give the reason only if it shines a positive light on • the company ©2007 McGraw-Hill Ryerson Limited. All rights reserved. Organization of Thank-You & Congratulatory Notes • Thank-you notes are short and prompt, specific and sincere. • Congratulation notes are short and prompt, specific and sincere. • Thank-you and congratulation notes require language that isn’t condescending or patronizing. ©2007 McGraw-Hill Ryerson Limited. All rights reserved. PAIBOC Refresher P A I B O C What are your purposes in writing? Who is (are) your audience(s)? What information must your message include? What reasons or reader benefits can you use to support your position? What objections can you expect your reader(s) to have? How will the context affect reader response? ©2007 McGraw-Hill Ryerson Limited. All rights reserved.