1. CM1240: Workplace Communications Types of Messages

2. Although most emails, memos, and letters can easily follow the pyramid structure, some require fine tuning. The overall structure may not need to change, you just may have to add a brief section or piece of information.

3. Types of Messages Negative Refusals Complaints Positive Acceptance Congratulations Acknowledgement

4. Refusals Turning someone down for a job Refusing a refund Refusing to resolve any difficulty in the manner requested Rejection letters Tone is everything. Courtesy plays a major role. Don’t be sarcastic. Don’t accuse.

5. Cannot downplay the request or the application Use positive language without “giving in.” You want to keep a sense of goodwill between you and the client/requestor/applicant. Rather than point the finger at the requestor, stress your inability to fill the request.

6. Content Subject Identify subject in subject line and first paragraph. Some background information may come first. Buffer – say something positive to cushion the blow. If it is an application... say something good first. Be sure to indicate your inability to comply (briefly). Indicate something about number of applicants, etc.

7. Specifics State reasons – take responsibility for your actions. Explain why you cannot comply. Suggest someone else the audience might talk to if possible. Offer best of luck. If you are turning someone down for a job, you might offer suggestions before your offering of luck for the future.

8. Complaints Start with the idea that you will give the benefit of the doubt. Helps keep you calm Anything could have happened here. As a result, be especially courteous. Identify the subject of your letter briefly. Don’t get straight into details! State that you are complaining about service, etc..

9. Deal with any background information that is necessary for the narrative. Here you will set the stage. Stress only important background information. Don’t tell a long-winded story. Tell audience what is necessary so that the response after the description of details is not “so what?” E.g., I am a concerned tax payer who has kids that play in area XYZ.

10. Get to the specifics of your problem and don’t leave out important information. Be specific about exactly what the problem may be. Add only the specifics necessary for the complaint. Request specific action – have an idea what you want to happen. Thank the recipient for his/her time. Courtesy and goodwill must be maintained. Cool down before you send. Is it worth it?

11. Samples of Complaints Jang Statement of purpose No specifics given – “other night”  belongs in another place anyway “immature” – not the appropriate word Background too lengthy story with too much information

12. Specifics What are the specifics of the complaint? state them – “unsanitary nature of service and attitude” rhetorical questions galore threat of law suit Statement of outcome, expectations, recommendations threatens to tell all friends doesn’t say what he wants done Editing – manger, desert, imature, pored, sanitary, could of, huffy, your, sueing, discusting, friends, And about the cold food

13. Huan Brief statement in first paragraph Background and specifics have been brought together in second section Background – letter and information about scholarship Specifics – grades he got with photocopies attached  problem with attachment  no attachment at bottom What he would like to happen in the end?

14. Acceptance, congratulatory, acknowledgement most positive to write not necessarily easiest achievement, accomplishment, benefactor who has given you a scholarship, etc. job acceptance

15. Be positive in tone (warm and complimentary). Be to the point (specify what was done and how it helped). Choose some specific incident or reasons why you believe someone is deserving of the accomplishment, or how that person helped. Be sincere (avoid sarcasm, etc.). not too long (say what needs to be said – know when to quit) Don’t thank someone for something they obviously did not do.