business messages. business messages are important when a permanent record is required. formality...
TRANSCRIPT
Business Messages
Business Messages Are Important When
A permanent record is required.
Formality is necessary. A message is sensitive. An organized, well-
considered presentation is necessary.
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.)
Use Bias-Free Language
Gender-Biased
female attorney
waitress
man hours
workman
Improved
attorney
server
working hours
workerBiased
Each employee has his ID card.
Improved
Each employee has an ID card.
All employees have ID cards.
Use Courteous LanguageLess Courteous
Everyone must return these forms by January 1.
More Courteous
Please return the forms by January 1.
Less Courteous
This is the second time I’ve had to write!
Why can’t you get my account straight?
More Courteous
Attached is my previous letter.
Please help me straighten out this account.
Use Simple, Familiar LanguageUnfamiliar
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.
Unfamiliar
Sales reps generally conjecture when making
sales projections for homogeneous territories.
Familiar
Sales reps generally guess when projecting
sales in similar territories.
Direct Lettersand Goodwill
Messages
PersuasiveMessages
Bad News Messages
Messages
RoutineMessages
1. Direct requests for information and action
2. Direct claims
3. Direct responses to information requests
4. Adjustment letters
5. Letters of recommendation
6. Goodwill messages
Direct Lettersand Goodwill
Messages
Writing Plan for Direct Claim
Body Closing
Describe clearly the desired action.
Opening
Opening Closing
Explain the nature of the claim. Tell why the claim is justified. Provide details regarding the
action requested.
Body
Writing Plan for Direct Claim
Opening Body
End pleasantly with a goodwill statement.
Include end dating if appropriate.
Closing
Writing Plan for Direct Claim
Letters of Sympathy
to console a friend, relative,
or loved one
Letters of Sympathy
to console a friend, relative,
or loved one
Congratulatory Messages forengagements,
marriages,anniversaries,
births, promotions,appointments, awards, or anysignificant event
Congratulatory Messages forengagements,
marriages,anniversaries,
births, promotions,appointments, awards, or anysignificant event
Letters of Appreciation tocustomers for their business,
hosts and hostesses for their hospitality,colleagues for jobs well done, or
individuals who have performed favors
Letters of Appreciation tocustomers for their business,
hosts and hostesses for their hospitality,colleagues for jobs well done, or
individuals who have performed favors
ThreeThree
Types ofTypes of
GoodwillGoodwill
MessagesMessages
ThreeThree
Types ofTypes of
GoodwillGoodwill
MessagesMessages
Keep themessage
short.
Keep themessage
short.
Bespontaneous.
Bespontaneous.
Be sincere.
Be sincere.
Bespecific.
Bespecific.
Beselfless.
Beselfless.
Tips for WritingTips for Writing
GoodwillGoodwill
MessagesMessages
The Five SsThe Five Ss
Tips for WritingTips for Writing
GoodwillGoodwill
MessagesMessages
The Five SsThe Five Ss
Writing Thank-YousWriting 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.
Explain the request logically and courteously.
Ask other questions if necessary
Request a specific action with an end date, if appropriate.
Show appreciation.
RoutineMessages
Improving Openers for Routine Request LettersImproving Openers for Routine Request Letters
Improved
Will you please answer the following questions regarding possible accommodations at the PC for a conference in May.
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.
Opening
Improving Closings for Direct Request LettersImproving Closings for Direct Request Letters
Weak
Thanks for any information you provide.
Opening Body Closing
Improved
We would appreciate receiving answers to these questions before April 4 so that we will have plenty of time to plan our conference.