Writing Good-News and Neutral Messages
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Questions and Answers

What is the primary purpose of acknowledgment messages in business communication?

To confirm receipt of an order and provide information on delivery status while encouraging future orders.

In writing claims messages, what should be included to ensure clarity?

A specific request for an adjustment and a complete description of the claim.

What is a key characteristic of response messages in requests?

They should answer the request in the first sentence and include additional pertinent information.

What is the purpose of goodwill messages in business communication?

<p>To build a good personal relationship, recognize contributions, and motivate recipients.</p> Signup and view all the answers

How do good news and bad news messages differ in their approach?

<p>Good news messages use a direct approach, while bad news messages often utilize an indirect approach to consider the reader's emotions.</p> Signup and view all the answers

What is a good news message?

<p>A good news message is one that receives a favorable response or a neutral reaction from the reader.</p> Signup and view all the answers

What is the primary approach used in writing good news messages?

<p>The direct approach, also known as the good-news plan or CBO approach, is primarily used.</p> Signup and view all the answers

Name three forms of good news messages.

<p>Three forms of good news messages are thank-you messages, congratulatory messages, and recommendations.</p> Signup and view all the answers

What is a key step in writing good news messages?

<p>A key step is to summarize the main ideas in the introduction of the message.</p> Signup and view all the answers

How should negative elements be presented in good news messages?

<p>Negative elements should be framed positively and included in the same paragraph as the positive aspects.</p> Signup and view all the answers

What is the significance of proofreading good news messages?

<p>Proofreading ensures clarity and reinforces the positive tone of the message.</p> Signup and view all the answers

What effect should a good news message create in the audience?

<p>A good news message should make the audience feel positive and appreciated.</p> Signup and view all the answers

Why is it important to avoid mixed messages when delivering good news?

<p>Avoiding mixed messages ensures that the audience fully understands and appreciates the good news.</p> Signup and view all the answers

What primary achievement earned the employee recognition as employee of the month?

<p>Excellent sales record and high evaluations.</p> Signup and view all the answers

What reward will the employee receive at the meeting?

<p>A plaque and a $100 American Express gift card.</p> Signup and view all the answers

What communication method is suggested for delivering the good news?

<p>A face-to-face meeting during Monday's staff meeting.</p> Signup and view all the answers

What elements should be considered while planning the message?

<p>Identifying the objective and visualizing the audience.</p> Signup and view all the answers

What is a crucial step to take in the CBO approach before composing a draft?

<p>Gather supporting information.</p> Signup and view all the answers

What strategy should be used to organize the information in a good news message?

<p>The good news strategy based on the direct pattern.</p> Signup and view all the answers

What would be an inappropriate way to communicate the employee's achievement?

<p>Using a casual or overly informal tone, like texting.</p> Signup and view all the answers

What characteristic should the tone of the communication have?

<p>Sincere and brief.</p> Signup and view all the answers

What are the main components of starting a good news message?

<p>State the good news at the beginning, provide clear details, and conclude on a positive note.</p> Signup and view all the answers

How should a thank-you message be structured to maintain goodwill?

<p>Start with specific good news, detail your appreciation, and end by emphasizing the receiver's importance.</p> Signup and view all the answers

What is the significance of including details in congratulatory messages?

<p>Details show sincerity and recognition of the recipient's specific accomplishment.</p> Signup and view all the answers

What should a recommendation message include when following the good news strategy?

<p>Identify the candidate, state their relevance to the position, and offer to provide further information.</p> Signup and view all the answers

What are the essential components of an inquiry message?

<p>Clearly describe your request, provide adequate details for a response, and end with clear directions.</p> Signup and view all the answers

How should a reply to an inquiry message be structured for effectiveness?

<p>Start by addressing the main question, include relevant information, and end positively.</p> Signup and view all the answers

When writing an order message, what key elements should be included?

<p>Use direct language, provide complete order details, and include payment and shipping information.</p> Signup and view all the answers

What is the purpose of the CBO approach in message construction?

<p>The CBO approach emphasizes proofreading, editing, and revising to ensure clear communication.</p> Signup and view all the answers

Study Notes

Writing Good-News and Neutral Messages

  • Good news messages elicit favorable or neutral reactions from the recipient. These messages are often easy to write because they convey positive or neutral information.
  • Neutral messages are organized using the direct approach, also known as the good-news plan or CBO approach.
  • Forms of good news messages include, thank-you, congratulations, recommendations, inquiry and replies, requests and responses, order and acknowledgements, routine claim and adjustment, and goodwill messages.

Steps for Writing Good News

  • Summarize the main points of the good news in the introduction.
  • Provide detailed descriptions to ensure clarity and understanding.
  • When possible, present negative points in the same paragraph as the positive points, but present negatives in a positive light.
  • Conclude with a goodwill ending.
  • Proofread thoroughly at least twice.

Things to Consider

  • Audience considerations (age, education, profession): tailor the message accordingly.
  • Tone/style of writing (be sincere, brief, avoid exaggeration, and back up compliments with specific points)
  • Timeliness (5 days or other reasonable timeframe): ensure the message is delivered promptly.

Approach for Writing a Good News Business Message (CBO Approach)

  • Plan the message.
  • Compose a draft.
  • Complete the message.

Planning a Message Using the CBO Approach

  • Identify the objective (persuade, inform, inquire).
  • Visualize the audience.
  • Choose the communication method (e.g., spoken or written).
  • Gather supporting information (brainstorming, nonstop writing, bubble writing).
  • Organize the gathered information.

Identifying the Objective

  • Determine the purpose of the message (persuade, inform, inquire).

Visualizing the Audience

  • Consider the recipient's characteristics and background.
  • Determine their probable reaction or interest, and when they will receive the message.
  • Investigate how best to tailor the message (e.g., tone, language).

Choose Communicating Methods

  • Spoken messages (face-to-face, telephone call, videotape, audiotape, video broadcast).
  • Written messages (e-mail, memorandum, letter).

Gathering Supporting Information

  • Brainstorming ideas.
  • Nonstop Writing.
  • Bubble writing.

Organizing the Information

  • Outline the message using a direct approach, organizing it into:
    • Message objective.
    • Supporting information.
    • Closing information.

Composing a Draft Using the CBO Approach

  • Choose appropriate words.
  • Construct clear sentences.
  • Assemble effective paragraphs.
  • Select suitable paragraph positions.

Composing a Draft Using the Good News Strategy

  • State the good or neutral news at the beginning.
  • Avoid trite expressions.
  • Check for clarity and effectiveness.
  • Provide sufficient details for clarity.
  • Include helpful information for the recipient.
  • Present information to promote goodwill.
  • Conclude with a positive and encouraging statement.
  • Provide an opportunity to take action (where appropriate).

Completing a Message Using the CBO Approach

  • Proofread carefully.
  • Edit the message for clarity and accuracy.
  • Revise for effectiveness and impact.
  • Finalize the message for delivery.

Forms of Good News Messages in Business

  • Thank-you messages: establish positive relationships, begin with specific thank you, offer extra details and end with emphasis on the recipient.
  • Congratulatory messages: express appreciation for accomplishments, provide specific details and end with a focus on the receiver.
  • Recommendation messages: provide positive recommendations, identify the candidate and job/benefit, give facts relevant to the position/benefit, and include an offer of information.
  • Inquiries and replies: answer questions about products or services; include adequate details so the recipient can thoroughly understand the inquiry and allow time for a response within 5 days.
  • Orders and Acknowledgements: acknowledge receipt or order, confirm receipt of the order; details of delivery status, include important details like payment and shipping, and encourage additional future orders.
  • Routine claims and adjustments: offer support; begin with a specific request for an adjustment; provide description the claim, end with a courteous request and suggestion for prompt action.
  • Requests and Responses : provide information, approval, permission, cooperation or assistance; state major request in the first sentence; include additional details; and offer a courteous concluding statement.
  • Goodwill messages: foster positive relationships, motivate individuals to maintain good work performance; acknowledge positive efforts, and acknowledge donations or other support.

Differences Between Good and Bad News Messages

  • Good news elicits a favorable response; uses direct approach; good occasions; less emphasis on feelings.
  • Bad news elicits a negative response; uses indirect approach; bad occasions; more thought given to reader's emotions.

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Writing Good-News & Neutral Messages PDF

Description

This quiz explores the strategies for crafting effective good-news and neutral messages. Participants will learn about the organization, structure, and key elements involved in conveying positive information clearly and effectively. The quiz emphasizes audience awareness and proofreading techniques to enhance message quality.

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