Chapter 6 Copyright © 2015 Cengage Learning Neutral and Positive Messages

2 Copyright © 2015 Cengage Learning Neutral and Positive Messages

3 Copyright © 2015 Cengage Learning Neutral and Positive Messages

Copyright © 2015 Cengage Learning Organizing a Neutral Message (Request) Hi Ken, I'm planning a new event for clients, and I could use your advice on holding an event like this. You did a great job for the Hilltop Conference, a much bigger event. The event will be for our top 150 clients, and of course, you’re included. We haven't decided on a venue yet. Were you happy with the Stonewalk Center, or do you have other recommendations? Also, what do you think about our hiring a professional event planner? I know you do all of the work yourself, but I'm concerned about my abilities! Do you have someone you could recommend? I would appreciate any guidance you’re willing to offer before July 15, when I have to meet with Carl. If you would rather talk on the phone than reply by , you can reach me at , or let me know a good time to call you. Thank you, Siobhan Major Idea First Present as a direct question, statement, or polite request. Explanation and Details Explain initial request, include background information, and identify benefits. Friendly Closing Express appreciation, state deadlines, and be specific. Planning and Organizing | Instant Messaging | Responding | Goodwill | Online Comments

5 Copyright © 2015 Cengage Learning Neutral and Positive Messages

Copyright © 2015 Cengage Learning Using Instant Messaging at Work Planning and Organizing | Instant Messaging | Responding | Goodwill | Online Comments

7 Copyright © 2015 Cengage Learning Neutral and Positive Messages

8 Copyright © 2015 Cengage Learning Responding to a Neutral Message Planning and Organizing | Instant Messaging | Responding | Goodwill | Online Comments

Copyright © 2015 Cengage Learning How Can You Improve This Response? Planning and Organizing | Instant Messaging | Responding | Goodwill | Online Comments question from a customer to a car dealership: “What colors do you have available now for the Honda Civic? If I want a different color, how long would I have to wait?” question from a customer to a car dealership: “What colors do you have available now for the Honda Civic? If I want a different color, how long would I have to wait?” response: “Atomic Blue, Taffeta White, and Tango Red. For other colors, it depends.” response: “Atomic Blue, Taffeta White, and Tango Red. For other colors, it depends.”

10 Copyright © 2015 Cengage Learning Did You Include… ● Wait times for specific colors? ● Interior color choices? ● By when the current colors may still be available? ● By when other colors should be ordered? ● Contact information? ● Encouragement to purchase (promotion)? What else may be important to the customer? Planning and Organizing | Instant Messaging | Responding | Goodwill | Online Comments

11 Copyright © 2015 Cengage Learning Neutral and Positive Messages

Copyright © 2015 Cengage Learning Types of Goodwill Messages Planning and Organizing | Instant Messaging | Responding | Goodwill | Online Comments

13 Copyright © 2015 Cengage Learning How to Write a Meaningful Goodwill Message Planning and Organizing | Instant Messaging | Responding | Goodwill | Online Comments

14 Copyright © 2015 Cengage Learning Neutral and Positive Messages

15 Copyright © 2015 Cengage Learning Happy Will you respond? No Response Reach Out Degrading Misguided Unhappy Monitor Fix the Facts Restore the Relationship Consider Social Media Posts You have found a post about your company. Is it positive? NO YES NO YES DISCOVER EVALUATE RESPOND Deciding Whether to Respond Planning and Organizing | Instant Messaging | Responding | Goodwill | Online Comments

16 Copyright © 2015 Cengage Learning Would You Respond to This Comment? How? Planning and Organizing | Instant Messaging | Responding | Goodwill | Online Comments

17 Copyright © 2015 Cengage Learning How About This One? Planning and Organizing | Instant Messaging | Responding | Goodwill | Online Comments

Copyright © 2015 Cengage Learning Engaging Customers Online: Starwood What differences do you notice between how Starwood Hotels and the Gap “engage” customers on Twitter? Planning and Organizing | Instant Messaging | Responding | Goodwill | Online Comments

Copyright © 2015 Cengage Learning Engaging Customers Online: Gap Which is the better approach? Planning and Organizing | Instant Messaging | Responding | Goodwill | Online Comments