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Chapter 5 – Slide 1 Effective Communication for Colleges, 10 th ed., by Brantley & Miller, 2005© Good News and Neutral News Messages
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Chapter 5 – Slide 2 Effective Communication for Colleges, 10 th ed., by Brantley & Miller, 2005© Identify situations for which the good news strategy is appropriate. Analyze good news and neutral news messages to verify that they reflect the six Cs of effective messages, acceptable message formats, and the good news strategy. Prepare good news and neutral news messages by applying the CBO approach and the good news strategy.
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Chapter 5 – Slide 3 Effective Communication for Colleges, 10 th ed., by Brantley & Miller, 2005© Chapter 5 – Section 1 Examples of Good News Messages Thank-you messages Congratulatory messages Recommendation messages Inquiries and replies Requests and responses Orders and acknowledgments Routine claims and adjustments
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Chapter 5 – Slide 4 Effective Communication for Colleges, 10 th ed., by Brantley & Miller, 2005© Chapter 5 – Section 1 The CBO Approach: A 3 x 4 Plan Plan a message. Compose a draft. Complete a message.
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Chapter 5 – Slide 5 Effective Communication for Colleges, 10 th ed., by Brantley & Miller, 2005© Chapter 5 – Section 1 Plan a Message Identify the objective. Visualize the audience. Gather supporting information. Organize the information.
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Chapter 5 – Slide 6 Effective Communication for Colleges, 10 th ed., by Brantley & Miller, 2005© Chapter 5 – Section 1 Compose a Draft Choose words. Construct sentences. Assemble paragraphs. Choose paragraph locations.
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Chapter 5 – Slide 7 Effective Communication for Colleges, 10 th ed., by Brantley & Miller, 2005© Chapter 5 – Section 1 Complete a Message Proofread. Edit. Revise. Finalize.
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Chapter 5 – Slide 8 Effective Communication for Colleges, 10 th ed., by Brantley & Miller, 2005© Chapter 5 – Section 1 Good news and neutral news messages follow the good news strategy. State the good or neutral news. Provide adequate details or descriptions. End pleasantly.
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Chapter 5 – Slide 9 Effective Communication for Colleges, 10 th ed., by Brantley & Miller, 2005© Thank-You Messages Begin with good news. Offer extra details. End with emphasis on the receiver. Thank-you messages maintain friendships and build goodwill. Chapter 5 – Section 2
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Chapter 5 – Slide 10 Effective Communication for Colleges, 10 th ed., by Brantley & Miller, 2005© Chapter 5 – Section 2 Congratulatory Messages Begin by offering congratulations. Provide extra details reflecting your sincerity. End with emphasis on the receiver. Congratulatory messages create positive impressions and build goodwill.
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Chapter 5 – Slide 11 Effective Communication for Colleges, 10 th ed., by Brantley & Miller, 2005© Chapter 5 – Section 2 Recommendation Messages Identify the candidate and the job or benefit sought. Provide facts relevant to the position or benefit sought. Close with an offer of further information. Recommendation messages provide accurate performance documentation.
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Chapter 5 – Slide 12 Effective Communication for Colleges, 10 th ed., by Brantley & Miller, 2005© Chapter 5 – Section 2 Inquiries and Replies Inquiry messages ask the receiver for information. Begin with a specific question or direct statement. Include adequate details and additional questions. End with clear directions for the receiver.
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Chapter 5 – Slide 13 Effective Communication for Colleges, 10 th ed., by Brantley & Miller, 2005© Chapter 5 – Section 2 Inquiries and Replies Reply messages answer inquiry messages. State the good news by answering questions and emphasizing the you attitude. Include any additional pertinent information. End with a goodwill statement.
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Chapter 5 – Slide 14 Effective Communication for Colleges, 10 th ed., by Brantley & Miller, 2005© Chapter 5 – Section 2 Requests and Responses Request messages ask for information, approval, permission, cooperation, or assistance. State the major request in the first sentence or subject line. Make the request clear with additional details. End courteously and close with an action request.
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Chapter 5 – Slide 15 Effective Communication for Colleges, 10 th ed., by Brantley & Miller, 2005© Chapter 5 – Section 2 Requests and Responses Response messages provide opportunities to establish goodwill and promote business. State the good news first by answering the request. Include additional pertinent information. End with a goodwill statement and an action request.
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Chapter 5 – Slide 16 Effective Communication for Colleges, 10 th ed., by Brantley & Miller, 2005© Chapter 5 – Section 2 Order messages ask for goods or services. Orders and Acknowledgments Use direct language. Give complete details. Include payment information and shipping instructions, and indicate the desired delivery date.
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Chapter 5 – Slide 17 Effective Communication for Colleges, 10 th ed., by Brantley & Miller, 2005© Chapter 5 – Section 2 Orders and Acknowledgments Indicate product was sent or service approved. State when receipt of merchandise or service is expected. Describe quality features of the product or service. Encourage future orders. Acknowledgments provide information on the delivery status and encourage future orders.
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Chapter 5 – Slide 18 Effective Communication for Colleges, 10 th ed., by Brantley & Miller, 2005© Chapter 5 – Section 2 Routine Claims and Adjustments Begin with specific problem statement and request an adjustment. Give a complete and concise description of claim, including all essential facts. End courteously with a suggestion for prompt action. Claims provide information about unsatisfactory goods or services.
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Chapter 5 – Slide 19 Effective Communication for Colleges, 10 th ed., by Brantley & Miller, 2005© Chapter 5 – Section 2 Routine Claims and Adjustments Grant the request in a subject line and/or in the first sentence. Provide the necessary details about the adjustment. End with a cordial, open invitation for future business. Adjustments explain how and when a routine claim will be resolved positively.
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