2. Chapter 6 Positive and Neutral Messages 6

3. Chapter 6Krizan Business Communication ©20052 When should the direct approach be used for writing messages?

4. Chapter 6Krizan Business Communication ©20053 This plan should be used for writing positive or neutral messages.

5. Chapter 6Krizan Business Communication ©20054 Why is this plan appropriate?

6. Chapter 6Krizan Business Communication ©20055  Gives good news first  Encourages receiver to respond positively to rest of message This approach

7. Chapter 6Krizan Business Communication ©20056 Explain the you- viewpoint.

8. Chapter 6Krizan Business Communication ©20057 The you-viewpoint stresses the receiver’s interests and benefits rather than the sender’s.

9. Chapter 6Krizan Business Communication ©20058 How can the proper handling of a request build an organization’s goodwill?

10. Chapter 6Krizan Business Communication ©20059 When companies approve requests, they demonstrate the value they place on their customers.

11. Chapter 6Krizan Business Communication ©200510 Why should claim letters be written using the direct approach?

12. Chapter 6Krizan Business Communication ©200511 More of these letters are answered positively when the claim is presented:  Objectively at the beginning of the letter  Without blaming the receiver

13. Chapter 6Krizan Business Communication ©200512 Distinguish between claim messages and adjustment messages.

14. Chapter 6Krizan Business Communication ©200513 Claim messages explain what the writer wants.

15. Chapter 6Krizan Business Communication ©200514 Adjustment messages are positive responses to claim messages.

16. Chapter 6Krizan Business Communication ©200515 Why should companies welcome unsolicited positive or neutral messages?

17. Chapter 6Krizan Business Communication ©200516 These messages can  Increase employee morale  Promote customer goodwill  Affect receiver positively