Delivering Good- and Neutral- News Messages Chapter 6 Delivering Good- and Neutral- News Messages

Learning Objectives 1. Describe the deductive outline for good news and routine information, and its adaptations for specific situations and for international audiences. 2. Prepare messages that convey good news, including thank-you and appreciation messages. 3. Write messages presenting claims and requests and favorable responses to them. 4. Write message acknowledging customer orders, providing credit information, and extending credit. 5. Prepare procedural messages that ensure clear and consistent application.

Learning Objective 1 Describe the deductive outline for good news and routine information, and its adaptations for specific situations and for international audiences.

Most Common Types of Business Messages Claims - routine (deductive – Chap. 6) - non-routine (inductive-Chap. 8) Requests - routine (deductive-Chap. 6)

Responses to Claims/Requests YES - Good News - Deductive - Chap. 6 NO - Bad News - Inductive - Chap. 7

Deductive Outline Used in Good- and Neutral-News Messages

Advantages of the Deductive Outline Begins with an ___________ sentence Gets ________ by responding to the audience’s ______ to know Puts reader in a good frame of mind in order to be ________ to details Allows easy __________ through the details after the main idea is presented easy-to-write attention desire receptive movement

Learning Objective 2 Prepare deductive messages that convey good news, including thank-you & appreciation messages or ones that will be of interest to the reader.

Types of Good-News Messages Positive news messages Thank you and appreciation messages Apologies Routine claims Routine requests Order acknowledg-ments Credit information messages Messages extending credit

Positive News Message: Why It Works A casual dress policy has been approved for First National Bank and will be effective July 1. As most of us agree, casual attire in the banking industry generally means “dressy casual,” since virtually all of us interact with our clientele regularly throughout the day. To maintain our traditional professional image while enjoying more relaxed attire, please follow these guidelines: Men Women Sport or polo shirt, with collars Pant suit Khakis or corduroys Sweater or blouse with Loafers with socks pants or skirt Loafers with socks Low heels with hosiery Tennis shoes, open-toed shoes, sandals, jogging suits, shorts, jeans, sweatpants, and sweatshirts are inappropriate. Formal business attire should be worn when meeting with clients outside the office. Please visit the HR website for the complete casual attire policy and illustrations of appropriate casual attire. If you have questions as you begin changing in your wardrobe, please call me at ext. 59. Announces approval of policy Explains policy clearly, including table formatted for quick, easy access to details Encourages open discussion

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 Creates “Goodwill”

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

Using Written Appreciation Messages Appropriately Write briefly beginning with main idea Convey a genuine tone Send promptly — within 2 or 3 days Consider sending copy to reader’s employer or writing employer with copy sent to employee

Appreciation Message: Why It Works Appreciation for Outstanding Work Ren, Completing the ropes course at Camp Horizon was a memorable and life-changing experience for every member of our office staff. Your facilitators were masterful in allowing our teams to take risks while ensuring their safety. The course provided a diverse series of activities that enabled each staff member to participate, regardless of our physical limitations. Identifying the real leaders in our office was quite interesting. In the words of one colleague, “The ropes course has shown me I can do more than I have come to expect of myself.” Thank you for helping us see our potential. Extends appreciation Gives evidence of activity’s worth without exaggeration or mechanical language Restates appreciation by assuring reader of benefits gained

Handling Apologies State the apology _____ once Be _____ Use _______ statements that don’t ________the error Include ______you will take to prevent error from _________ once brief general reinforce action recurring

Apology Message: Why It Works Mike, Please accept my apology for missing yesterday’s meeting of the Planning Committee. Had the plane from Denver arrived on schedule, I could have attended. The report on tax considerations for the proposed site of the Windermere Apartments is ready. Let me know if you plan to include it on next week’s agenda. Thanks, Jerry Begins with apology Gives a reason for the error without offering excuses Offers something tangible to make up for error

Routine Claim: What Does Not Work Yesterday evening I stopped by the construction site of the apartments you are under contract to build. You appear to be well ahead of schedule. According to our agreement, all requests and complaints are to be made in writing. I noticed that water heaters had been installed in two of the apartments. The units are 30-gallon heaters, but the specs call for 50-gallon heaters in each of the 12 apartments. For some families, the smaller size may be sufficient; but others may need the larger size. Because the larger size is specified in the agreement we signed, I respectfully request that the two 30-gallon units be removed and that 50-gallon water heaters be installed in all the apartments. Thank you for your consideration in this matter. Uses inductive outline and treats routine claim as a bad-news message; buries the routine request in the 3rd paragraph Too much explanation; issue is what contract says Includes cliché

Routine Claim: Why It Works Dear Mr. Jackson: Please replace the two 30-gallon heaters (installed last week) with 50-gallon units. Large units are essential for families with children. For that reason, the contract specifies a 50-gallon heater for each of the 12 apartments. The project appears to be well ahead of schedule. Thanks for your efforts. Sincerely, Peter Allen Begins with claim requests Is specific about what is needed; provides needed explanation Closes positively

Learning Objective 5 Prepare procedural messages that ensure clear and consistent application.

Guidelines for Procedural/Instructional Messages   - Begin each step with an action verb. - Itemize each step on a separate line. - Number each step to indicate a certain order. - Use bullets if order is not important. - Include contact information for questions. - Read through the instructions step by step. Ask a co-worker to read through the steps.

Procedural Message: What Does Not Work TO: All Employees FROM: Joe Brown, HRM Director DATE: March 7, 2012 RE: Earthquake Preparedness Because earthquake tremors have been jarring Evansville and we are located in a high-rise building, we need to be sure that we are prepared for an earthquake. Therefore, the following actions should be taken in the event of an earthquake: Uses passive voice; should be received- centered Uses numbered list for tasks not occurring in specific order Uses unparallel items in list Uses dangling modifier Elevators should not be used. Fire alarms or sprinkler systems may activate and startle people. Earthquakes do not kill; buildings do. If outside, open areas are safer than areas near wires, signs, buildings, or trees. People in offices should drop to the floor, take cover under desks, and ride out the tremor. If no desks or tables are near, people should seek cover against an interior wall.

Procedural Message: Why It Works TO: All Employees FROM: Joe Brown, HRM Director DATE: March 7, 2012 RE: What Do In Case of Earthquake As many of you are aware, earthquakes have been occurring more frequently in Evansville. Because our offices are located in a high-rise building, we need to be as prepared as possible in the event of an earthquake. Please use the following guidelines when necessary: Take cover under desks or drop to the floor. Seek cover against an interior wall. Avoid windows, glass doors, tall furniture, and hanging objects. Use the stairs. Elevators should not be used. Avoid areas near wires, signs, buildings, or trees if outside. An earthquake drill will be held early next week to make sure everyone knows what to do in case an earthquake should occur. If you have any questions about these procedures, please call me at ext. 303. Begins with explanation of why information is being provided Provides specific, bulleted list of possible actions Uses parallelism to construct bulleted list; uses active verbs