C7-1

HOMEHOME

Click here to return to theClick here to return to thePower Point page.Power Point page.

C7-2

Chapter 7Chapter 7

GOODWILL AND SPECIAL GOODWILL AND SPECIAL MESSAGESMESSAGES

Business Communication: Process and ProductBusiness Communication: Process and Product, Mary Ellen Guffey, South-Western., Mary Ellen Guffey, South-Western.

C7-3

The Five S's ofThe Five S's ofGoodwill Messages Goodwill Messages

In expressing thanks, recognition, or sympathyIn expressing thanks, recognition, or sympathy Be selfless. Be selfless. Discuss the receiver, not the sender.Discuss the receiver, not the sender. Be specific. Be specific. Cite specifics rather than Cite specifics rather than

generalities.generalities. Be sincere. Be sincere. Show your honest feelings with Show your honest feelings with

unpretentious language.unpretentious language. Be spontaneous. Be spontaneous. Make the message sound Make the message sound

natural, fresh, and direct. Avoid canned phrases.natural, fresh, and direct. Avoid canned phrases. Keep the message short. Keep the message short. Although goodwill Although goodwill

messages may be as long as needed, they messages may be as long as needed, they generally are fairly brief.generally are fairly brief.

C7-4

AnsweringAnsweringCongratulatory Messages Congratulatory Messages

Send a brief note expressing your Send a brief note expressing your appreciation. appreciation.

Tell how good the message made you Tell how good the message made you feel.feel.

Accept praise gracefully. Don't make Accept praise gracefully. Don't make belittling statements (belittling statements (I'm not really all I'm not really all that good!that good!).).

C7-5

Thank-You Letter Thank-You Letter - Poor Document for Analysis 10.1

“Before” Version

C7-6

1690 Silverado DriveIrvine, CA 92725April 20, 19xx

Ms. Ruth Palko, Director, Communications ServicesMicrotech, Inc.2050 Artesia BoulevardAnaheim, CA 92621

Dear Ms. Palko:

1690 Silverado DriveIrvine, CA 92725April 20, 19xx

Ms. Ruth Palko, Director, Communications ServicesMicrotech, Inc.2050 Artesia BoulevardAnaheim, CA 92621

Dear Ms. Palko:

“Before” Version - Document for Analysis 10.1

C7-7

Thanks for the guided tour of the Communications Services Center at Microtech, Inc. Everyone in our business communications class liked it. You must have spent a long time getting ready for us. We thought it was great! Everyone said how much they liked it. Especially the teleconferencing demo. Most of us had no idea how it worked. We also liked the electronic mail and voice mail systems. Thanks again.

Sincerely yours,

Tiffany Miller

Thanks for the guided tour of the Communications Services Center at Microtech, Inc. Everyone in our business communications class liked it. You must have spent a long time getting ready for us. We thought it was great! Everyone said how much they liked it. Especially the teleconferencing demo. Most of us had no idea how it worked. We also liked the electronic mail and voice mail systems. Thanks again.

Sincerely yours,

Tiffany Miller

“Before” Version - Document for Analysis 10.1

C7-8

Thank-You Letter Thank-You Letter - ImprovedImproved

Document for Analysis 10.1“Before” Version

C7-9

1690 Silverado DriveIrvine, CA 92725April 20, 1994

Ms. Ruth Palko, Director,Communications Services Microtech, Inc.1050 Artesia BoulevardAnaheim, CA 92621

Dear Ms. Palko:

Your excellent guided tour of the Communications Services Center at Microtech, Inc., certainly served as the highlight of our business communication class this semester.

1690 Silverado DriveIrvine, CA 92725April 20, 1994

Ms. Ruth Palko, Director,Communications Services Microtech, Inc.1050 Artesia BoulevardAnaheim, CA 92621

Dear Ms. Palko:

Your excellent guided tour of the Communications Services Center at Microtech, Inc., certainly served as the highlight of our business communication class this semester.

“After” Version - Document for Analysis 10.1

C7-10

After your lucid description of the Center's operations and equipment, our class better understands some of the technical applications in this field. Many students particularly liked seeing how your electronic mail and voice mail services operate. Others were fascinated by the teleconferencing demonstration you staged for us.

Your careful preparation for our group and your painstaking organization of the tour schedule allowed our class to see numerous operations in a short time. We very much appreciate, Ms. Palko, this opportunity to bridge the gap between classroom information and real-world applications in the field of communications.

After your lucid description of the Center's operations and equipment, our class better understands some of the technical applications in this field. Many students particularly liked seeing how your electronic mail and voice mail services operate. Others were fascinated by the teleconferencing demonstration you staged for us.

Your careful preparation for our group and your painstaking organization of the tour schedule allowed our class to see numerous operations in a short time. We very much appreciate, Ms. Palko, this opportunity to bridge the gap between classroom information and real-world applications in the field of communications.

“After” Version - Document for Analysis 10.1

C7-11

Thanks for your enthusiastic and knowledgeable presentation.

Sincerely yours,

Tiffany Miller

Thanks for your enthusiastic and knowledgeable presentation.

Sincerely yours,

Tiffany Miller

“After” Version - Document for Analysis 10.1

C7-12

Letter of Recommendation Letter of Recommendation - Poor- Poor

Document for Analysis 10.2“Before” Version

C7-13

To Whom It May Concern:

I am happy to be able to recommend Mr. Quentin Ross. In his work for us, he was a good technician. He was responsible, creative, and industrious, and always cooperative. Once in a while he was late, but we understood why.

If we may be of any further service, please call on us.

To Whom It May Concern:

I am happy to be able to recommend Mr. Quentin Ross. In his work for us, he was a good technician. He was responsible, creative, and industrious, and always cooperative. Once in a while he was late, but we understood why.

If we may be of any further service, please call on us.

“Before” Version - Document for Analysis 10.2

C7-14

Letter of Recommendation Letter of Recommendation - Improved- Improved

Document for Analysis 10.2“After” Version

C7-15

Mr. Stephen M. PerkinsFinancial Systems, Inc.18359 West Washington StreetGrayslake, IL 60030

Dear Mr. Perkins:

Mr. Quentin Ross, whom your organization is considering for the position of systems programmer, asked me to submit confidential information on his behalf.

Mr. Stephen M. PerkinsFinancial Systems, Inc.18359 West Washington StreetGrayslake, IL 60030

Dear Mr. Perkins:

Mr. Quentin Ross, whom your organization is considering for the position of systems programmer, asked me to submit confidential information on his behalf.

“After” Version - Document for Analysis 10.2

C7-16

I supervised Mr. Ross for the past three years when he worked as a part-time computer technician in our Computer Users Center. In assisting our employees learn to operate new equipment and software, he demonstrated computer expertise and creativity.

I supervised Mr. Ross for the past three years when he worked as a part-time computer technician in our Computer Users Center. In assisting our employees learn to operate new equipment and software, he demonstrated computer expertise and creativity.

“After” Version - Document for Analysis 10.2

C7-17

His skill in both IBM and Mac environments enabled him to work with our systems engineer in developing a local area network to link computers and share resources. Our programmers, systems engineers, and users alike consider Mr. Ross to be helpful, reliable, knowledgeable, and responsible. Although he sometimes had difficulty getting to our offices on time because of his classes at Clark State College, he was always willing to work overtime whenever we needed him to complete a project.

His skill in both IBM and Mac environments enabled him to work with our systems engineer in developing a local area network to link computers and share resources. Our programmers, systems engineers, and users alike consider Mr. Ross to be helpful, reliable, knowledgeable, and responsible. Although he sometimes had difficulty getting to our offices on time because of his classes at Clark State College, he was always willing to work overtime whenever we needed him to complete a project.

“After” Version - Document for Analysis 10.2

C7-18

Of all the computer technicians we have employed, I consider Mr. Ross to be among the top third. In his work for us, he demonstrated computer proficiency and a cooperative attitude. I am confident that he will be successful as a systems programmer. If you should need additional information, call me at (415) 359-6690.

Sincerely yours,

Of all the computer technicians we have employed, I consider Mr. Ross to be among the top third. In his work for us, he demonstrated computer proficiency and a cooperative attitude. I am confident that he will be successful as a systems programmer. If you should need additional information, call me at (415) 359-6690.

Sincerely yours,

“After” Version - Document for Analysis 10.2

C7-19

Employment Employment RecommendationRecommendation

LetterLetter

Phase 1: Analyze, Anticipate, and AdaptPhase 1: Analyze, Anticipate, and Adapt Phase 2: Research, Organize, and ComposePhase 2: Research, Organize, and Compose Phase 3: Revise, Proofread, and EvaluatePhase 3: Revise, Proofread, and Evaluate

C7-20

Phase 1*Phase 1*

Analyze: Analyze: The purpose of this letter is to The purpose of this letter is to describe and evaluate the job performance of a describe and evaluate the job performance of a former employee seeking a recommendation.former employee seeking a recommendation.

Anticipate: Anticipate: The reader wants information to help The reader wants information to help make a hiring decision.make a hiring decision.

Adapt: Adapt: Because the reader will be interested and Because the reader will be interested and receptive, open directly with the purpose.receptive, open directly with the purpose.

*This analysis relates to Figure 10.3 on p. 268.*This analysis relates to Figure 10.3 on p. 268.

C7-21

Phase 2Phase 2

Research: Research: Gather information about the Gather information about the candidate and the job sought.candidate and the job sought.

Organize: Organize: Open by identifying the candidate, Open by identifying the candidate, the position, and your relationship. State that the position, and your relationship. State that your remarks are confidential as requested. your remarks are confidential as requested. In the body describe the candidate’s job and In the body describe the candidate’s job and accomplishments. Close by providing an accomplishments. Close by providing an overall evaluation.overall evaluation.

Compose: Compose: Write the first draft.Write the first draft.

C7-22

Phase 3Phase 3

Revise: Revise: Revise vague statements that might Revise vague statements that might be misinterpreted. Remove any unsupported be misinterpreted. Remove any unsupported negative comments.negative comments.

Proofread: Proofread: Use commas after introductory Use commas after introductory clauses and in series. Use simplified letter clauses and in series. Use simplified letter style because the receiver’s name is unknown.style because the receiver’s name is unknown.

Evaluate: Evaluate: Is this letter objective, truthful, and Is this letter objective, truthful, and accurate? Is it fair to the candidate and to accurate? Is it fair to the candidate and to other candidates?other candidates?

C7-23

WritingWritingEmployment RecommendationsEmployment Recommendations

Write only in response to requests.Write only in response to requests. State that your remarks are confidential.State that your remarks are confidential. Provide only job-related information.Provide only job-related information. Avoid vague or ambiguous remarks.Avoid vague or ambiguous remarks. Supply specific evidence for negatives.Supply specific evidence for negatives. Stick to the truth. Stick to the truth.

C7-24

Write only in response to Write only in response to requests. requests.

Don't volunteer information, especially if Don't volunteer information, especially if it is negative.it is negative.

C7-25

State that your remarks are State that your remarks are confidential.confidential.

Such a statement does not prevent legal Such a statement does not prevent legal review, but it does indicate the intentions review, but it does indicate the intentions of the writer.of the writer.

C7-26

Provide only job-related Provide only job-related information.information.

Avoid commenting on behavior or Avoid commenting on behavior or activities away from the job.activities away from the job.

C7-27

Avoid vague or ambiguous Avoid vague or ambiguous statements.statements.

Imprecise, poorly explained remarks (he Imprecise, poorly explained remarks (he left his job suddenly) may be made left his job suddenly) may be made innocently but could be easily innocently but could be easily misinterpreted.misinterpreted.

C7-28

Supply specific evidence for Supply specific evidence for negatives.negatives.

Support any damaging information with Support any damaging information with verifiable facts.verifiable facts.

C7-29

Stick to the truth.Stick to the truth.

Avoid making any doubtful statements. Avoid making any doubtful statements. Truth is always a valid defense against Truth is always a valid defense against libel or slander.libel or slander.

C7-30

Performance Appraisals Performance Appraisals

C7-31

Purposes ofPurposes ofPerformance AppraisalsPerformance Appraisals

Encouraging employees to share in setting performance Encouraging employees to share in setting performance goals.goals.

Identifying employees' performance strengths and Identifying employees' performance strengths and weaknesses.weaknesses.

Determining whether employees are attaining their Determining whether employees are attaining their performance goals.performance goals.

Establishing an action plan for improving performance Establishing an action plan for improving performance before the next evaluation.before the next evaluation.

Providing management with a basis for determining Providing management with a basis for determining salaries, promotions, and assignments.salaries, promotions, and assignments.

C7-32

Primary Focus ofPrimary Focus ofPerformance Appraisals Performance Appraisals

Employee goal-setting and self-development.Employee goal-setting and self-development. Evaluators generally spend more time on Evaluators generally spend more time on

employee strengths than on weaknesses.employee strengths than on weaknesses.

C7-33

WritingWritingOperational InstructionsOperational Instructions

PlanningPlanning DescribingDescribing Following upFollowing up

C7-34

PlanningPlanning

Learn about the process yourself.Learn about the process yourself. Examine a parts list.Examine a parts list. Consider your audience.Consider your audience.

C7-35

DescribingDescribing

Begin with a clear title.Begin with a clear title. Provide a short explanation.Provide a short explanation. Divide the process into parts.Divide the process into parts. Number the steps chronologically.Number the steps chronologically. Use active verbs in command language (Use active verbs in command language (Insert Insert

paper paper rather than rather than You should insert paperYou should insert paper).). Strive for parallel construction.Strive for parallel construction. Include cautions and warnings.Include cautions and warnings. Supply visuals if appropriate.Supply visuals if appropriate.

C7-36

Following upFollowing up

Test the instructions.Test the instructions. Review and revise.Review and revise.