Preparing Good- and Neutral-News Messages BCOM Chapter 06 Chapter 6 Lecture Slides Preparing Good- and Neutral-News Messages Business Communication, 15e Lehman and DuFrene

© 2009 Cengage Learning. All rights reserved. BCOM Chapter 06 Learning Objective 1 Describe the deductive outline for good news and routine information and its adaptations for specific situations and for international audiences. 1 © 2009 Cengage Learning. All rights reserved.

Recall How to Select an Outline for Written and Spoken Messages BCOM Chapter 06 Recall How to Select an Outline for Written and Spoken Messages Figure 4.2: Process of Selecting an Outline for a Spoken or Written Message, page 72 1 © 2009 Cengage Learning. All rights reserved.

Communication Channels BCOM Chapter 06 Communication Channels 1 © 2009 Cengage Learning. All rights reserved.

Advantages of the Deductive Outline BCOM Chapter 06 Advantages of the Deductive Outline easy-to-write 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 attention desire receptive Begins with an easy-to-write sentence Gets attention by responding to audience’s desire to know Puts reader in good frame of mind in order to be receptive to details Allows easy movement through the details after main idea is presented movement 1 © 2009 Cengage Learning. All rights reserved.

Guidelines for Writing to An Intercultural Audience BCOM Chapter 06 Guidelines for Writing to An Intercultural Audience Write naturally but avoid ____________, _____, technical jargon, sports and military _________, and other vague devices Avoid words that trigger _________ responses Use simple terms but be _______ abbreviations slang analogies emotional Write naturally but avoid abbreviations, slang, technical jargon, sports and military analogies, and other vague devices Avoid words that trigger emotional responses Use simple terms but be specific Consider the subtle differences in the ways specific cultures organize messages Use graphics, visual aids, and forms to simplify ideas Use figures for expressing numbers Write out the name of the month in international correspondence specific 1 © 2009 Cengage Learning. All rights reserved. Cont.

Direct Outline Used in Good-News Messages 1 © 2009 Cengage Learning. All rights reserved.

Types of Good-News Messages BCOM Chapter 06 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 1 © 2009 Cengage Learning. All rights reserved.

© 2009 Cengage Learning. All rights reserved. BCOM Chapter 06 Learning Objective 2 Prepare messages that convey good news, including thank-you and appreciation messages. 2 © 2009 Cengage Learning. All rights reserved.

Benefits of Written Appreciation Messages BCOM Chapter 06 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 2 © 2009 Cengage Learning. All rights reserved.

Using Written Appreciation Messages Appropriately BCOM Chapter 06 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 2 © 2009 Cengage Learning. All rights reserved.

Making the Most of Appreciation Messages BCOM Chapter 06 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 2 © 2009 Cengage Learning. All rights reserved.

© 2009 Cengage Learning. All rights reserved. BCOM Chapter 06 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 recurring 2 © 2009 Cengage Learning. All rights reserved.

© 2009 Cengage Learning. All rights reserved. BCOM Chapter 06 Learning Objective 3 Write messages presenting routine claims and requests and favorable responses to them. 3 © 2009 Cengage Learning. All rights reserved.

Request for Adjustment Claim Messages Request for Adjustment Business communicators ask for something they think they are entitled to: refunds, replacements, exchange or payment for damages 3 © 2009 Cengage Learning. All rights reserved.

© 2009 Cengage Learning. All rights reserved. BCOM Chapter 06 Claim Messages Routine claims: Deductive Approach Assume that a request will be granted quickly and willingly, without persuasion. Persuasive claims: Inductive Approach Assume that a request will be granted only after explanations and persuasive arguments have been presented. 3 © 2009 Cengage Learning. All rights reserved.

© 2009 Cengage Learning. All rights reserved. BCOM Chapter 06 Learning Objective 4 Write messages acknowledging customer orders, providing credit information, and extending credit. 4 © 2009 Cengage Learning. All rights reserved.

Figure 6-12 Online Order Confirmation BCOM Chapter 06 Figure 6-12 Online Order Confirmation 4 © 2009 Cengage Learning. All rights reserved.

Extending Credit: Write Deductively BCOM Chapter 06 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 relationship Open with credit extension and shipment information Indicate basis for credit extension and explain terms Outline credit policies Communicate genuine desire to build business relationship 4 © 2009 Cengage Learning. All rights reserved.

Figure 6-13 Letter Extending Credit BCOM Chapter 06 Figure 6-13 Letter Extending Credit 4 © 2009 Cengage Learning. All rights reserved.

© 2009 Cengage Learning. All rights reserved. BCOM Chapter 06 Learning Objective 5 Prepare procedural messages that ensure clear and consistent application. 5 © 2009 Cengage Learning. All rights reserved.

Guidelines for Procedural Messages BCOM Chapter 06 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 5 © 2009 Cengage Learning. All rights reserved.