1. Business Messages

2. Business Messages Are Important When
A permanent record is required.
Formality is necessary.
A message is sensitive.
An organized, well- considered presentation is necessary.

3. Hidden Negative Meanings
You are wrong
(I am right.)
You do not understand
(You are not very bright.)
Your delay
(You are at fault.)
You forgot to
(You are not only inefficient but also stupid and careless.) 10

4. Use Bias-Free Language
Gender-Biased
female attorney
waitress
man hours
workman
Improved
attorney
server
working hours
worker
Biased
Each employee has his ID card.
Improved
Each employee has an ID card.
All employees have ID cards. 10

5. Use Courteous Language
Less Courteous
Everyone must return these forms by January 1.
More Courteous
Please return the forms by January 1.
This is the second time I’ve had to write!
Why can’t you get my account straight?
Attached is my previous letter.
Please help me straighten out this account. 10

6. Use Simple, Familiar Language
Unfamiliar
We need to effectuate improvement of our
manuals to better elucidate our training goals.
Familiar
We need to improve our manuals to clarify
our training goals.
Sales reps generally conjecture when making
sales projections for homogeneous territories.
Sales reps generally guess when projecting
sales in similar territories. 10

7. Routine
Messages
Persuasive
Messages
Direct Letters
and Goodwill
Messages
Bad News Messages
Messages

8. Direct Letters
and Goodwill
Messages
Direct requests for information and action
Direct claims
Direct responses to information requests
Adjustment letters
Letters of recommendation
Goodwill messages

9. Writing Plan for Direct Claim
Opening
Body
Closing
Describe clearly the desired action.

10. Writing Plan for Direct Claim
Opening
Body
Closing
Explain the nature of the claim.
Tell why the claim is justified.
Provide details regarding the action requested.

11. Writing Plan for Direct Claim
Opening
Body
Closing
End pleasantly with a goodwill statement.
Include end dating if appropriate.

14. Writing Thank-Yous Cover three points in gift thank-yous.
Identify the gift.
Tell why you appreciate it.
Explain how you will use it.
Be sincere in sending thanks for a favor.
Tell what the favor means to you.
Avoid superlatives and gushiness.
Maintain credibility with sincere, simple statements.

15. Routine
Messages
Explain the request logically and courteously.
Ask other questions if necessary
Request a specific action with an end date, if appropriate.
Show appreciation.

16. Improving Openers for Routine Request Letters
Opening
Body
Closing
Weak
I’ve been given the task of locating a convention site for my company’s meeting. I’ve checked a number of places, and your hotel looks possible.
Improved
Will you please answer the following questions regarding possible accommodations at the PC for a conference in May.

17. Improving Closings for Direct Request Letters
Opening
Body
Closing
Weak
Thanks for any information you provide.
Improved
We would appreciate receiving answers to these questions before April 4 so that we will have plenty of time to plan our conference.