1. 7-1 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Chapter 7 Getting to the Point in Good- News and Neutral Messages © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

2. 7-2 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Understand the reader’s likely reaction. Learn the general plan for direct-order messages. Applications of the general plan – Routine inquiries – Favorable responses – Order acknowledgments and thank-you messages – Direct claims – Adjustment grants – Operational communications Click to edit Master title style Chapter Overview

3. 7-3 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Determine the reader’s probable reaction— positive, neutral, negative. – If the reader’s reaction is likely positive or neutral, use a direct approach. Asking for something your reader is likely to grant Complying with the reader’s request Giving good news Acknowledging an order – If the reader’s reaction is likely negative, use an indirect approach. Asking for something your reader will not grant Refusing a request Click to edit Master title style Preliminary Assessment

4. 7-4 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Begin with your objective, stating it immediately in the first sentence or after a brief summary of background information. Cover the remaining part of the objective. End with goodwill. Click to edit Master title style The General Plan for Direct Order

5. 7-5 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Routine Inquiries are direct requests for information (questions). Routine Inquiry situations may include: – Following up on an ad. – Choosing a vendor. – Checking meeting availability with a client. Click to edit Master title style Routine Inquiries

6. 7-6 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Possibilities: Make each question a separate sentence with a bullet. Give each question a separate paragraph. Order or rank each question with numbers. Structure your questions in true question form so that they stand out (aren’t buried in text). Click to edit Master title style Routine Inquiry—Question Tips

7. 7-7 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Favorable Responses are positive answers to inquiries, telling readers what they need to know. Favorable response situations may include: – Responding to a customer request for information. – Responding to a job candidate’s inquiry about an open position. Click to edit Master title style Favorable Responses

8. 7-8 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Identify the message being answered—in the beginning or subject line. Begin with the answer or state you are complying with the request. Logically arrange the answers. Skillfully handle the negatives. Consider including extras. End with goodwill—a friendly comment. Click to edit Master title style Favorable Response Plan

9. 7-9 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Give the status of the order (begin with the good news). Include a “thank you” and build goodwill. If there is a problem (vague order, back order) – Report directly regarding delays, or – Use a tactful approach to get needed information on vague orders or to report back orders. – Emphasize the positive (such as when the new order will be delivered). Close with friendly words adapted to the message. Click to edit Master title style Order Acknowledgments

10. 7-10 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Begin the good news directly. Overcome negative impressions with positives. Incidentally identify the message you are answering. Avoid or deemphasize negatives that recall the situation being corrected. Regain lost confidence through explanation or corrective action. End with friendly, positive words. Click to edit Master title style Adjustment Grants

11. 7-11 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. The internal communications needed in a company’s work – Casual Quick responses to immediate work needs Conversational but very direct, frank – Moderately formal More carefully constructed direct messages Conversational, straightforward but courteous – Highly formal Messages about policies, procedures, or directives Formally written by superiors to subordinates Click to edit Master title style Operational Messages

12. 7-12 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Organize in the direct order. Choose the appropriate tone (casual, moderately formal, or formal). Be clear and courteous. Order the information logically. Close in a way that builds goodwill. Click to edit Master title style Operational Messages