Preparing Good- and Neutral-News Messages Business Communication, 15e Lehman and DuFrene Chapter 6 Lecture Slides.
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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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Learning Objective 2
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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Learning Objective 3
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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Learning Objective 5
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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