Business Communication and Character Chapter 6 PDF

Chapter 6 Neutral and Positive Messages Newman, Business Communication and Character, 11th Edition. ©2023 Cengage. All Rights Reserved. May not be scanned, copied or duplicated, or...

Chapter 6 Neutral and Positive Messages Newman, Business Communication and Character, 11th Edition. ©2023 Cengage. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 1  Icebreaker: Discussion 1. How have you paid it forward? 2. Have you been a recipient of someone paying for your order? Share your experience. 3. How did it make you feel? Newman, Business Communication and Character, 11th Edition. ©2023 Cengage. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 2  Learning Objectives After studying this chapter, you should be able to: 6-1 Describe the value of positive messages in business. 6-2 Explain how to organize a neutral message. 6-3 Apply guidelines for writing a goodwill message in a business situation. 6-4 Apply guidelines for responding to online feedback in a business situation. 6-5 Explain ways to engage customers and employees on social media. Newman, Business Communication and Character, 11th Edition. ©2023 Cengage. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 3  6-1 Creating a Positive Work Environment Newman, Business Communication and Character, 11th Edition. ©2023 Cengage. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 4  6-1 Creating a Positive Work Environment (1 of 3) Appreciation at Work Employee engagement Acknowledge employees for − Who they are − Recognize what they do Employee recognition increases − Job satisfaction − Motivation − Feelings of competency Newman, Business Communication and Character, 11th Edition. ©2023 Cengage. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 5  6-1 Creating a Positive Work Environment (2 of 3) Types of Positive and Neutral Messages Internal − Manager recognizes an employee’s contribution to a project − Coworker congratulating another on life events − Employee thanks a manager for feedback − Manager emails a policy change − Employee requests information for a report Newman, Business Communication and Character, 11th Edition. ©2023 Cengage. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 6  6-1 Creating a Positive Work Environment (3 of 3) Types of Positive and Neutral Messages External − Customer thank you − Positive online review − Small business owner asks about a service discount − Customer asks about a product Newman, Business Communication and Character, 11th Edition. ©2023 Cengage. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 7  Knowledge Check What are the benefits of a positive environment? A. Focuses on the writer and their perspective. B. Increases job satisfaction, motivation, and feelings of competency. C. Creates a sense of the “Sunday Scaries” D. Allows direct, authentic communication. Newman, Business Communication and Character, 11th Edition. ©2023 Cengage. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 8  6-2 Writing Neutral Messages Newman, Business Communication and Character, 11th Edition. ©2023 Cengage. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 9  6-2 Writing Neutral Messages (1 of 4) Start with the Main Point Neutral messages are shorter and Ask as few questions as possible more direct If you need multiple questions: Consider your audience − Number questions Start with the main idea − Order questions logically − Ask for what you need Never ask for information that you − Be clear and direct can easily get on your own Newman, Business Communication and Character, 11th Edition. ©2023 Cengage. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 10  Figure 3: Examples of Requests Direct Question When do you expect the Ray-Ban Sunmasters to be back in stock? Statement Please let me know when you’re available to meet about the donation. Polite Request Would you mind telling me how you arranged for summer housing in Dallas? Newman, Business Communication and Character, 11th Edition. ©2023 Cengage. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 11  6-2 Writing Neutral Messages (2 of 4) Provide an Explanation and Details Explain your initial request: Why are you asking? Reader’s perspective: How does responding to the request benefit them? − Unless contrived or obvious End on a Positive Note: Friendly, positive tone Specific to the purpose: − express appreciation for the assistance − state and justify any deadlines − offer to reciprocate Newman, Business Communication and Character, 11th Edition. ©2023 Cengage. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 12 Figure 4: Ineffective Email Request Newman, Business Communication and Character, 11th Edition. ©2023 Cengage. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 13  6-2 Writing Neutral Messages (3 of 4) Instead of: Instead of: Instead of: I need the information Thank you in advance for Let me know how I by October 1. your assistance in this can help you in the matter. future. perhaps: May I please have the perhaps: perhaps: information by Thank you for providing Please let me know if I October 1, so I can this information, which can return the favor include upcoming will help us make a fairer by attending the performances on our evaluation of Janice meeting with Gupta new website? Henry’s qualifications for Associates next week. this position. Newman, Business Communication and Character, 11th Edition. ©2023 Cengage. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 14 Figure 5: Effective Email Request Newman, Business Communication and Character, 11th Edition. ©2023 Cengage. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 15  6-2 Writing Neutral Messages (4 of 4) Respond to a Neutral Message Respond promptly. Respond courteously. Put your main point up front. Personalize your response. Promote your company, products, or services—within reason. Close your response on a positive, friendly note. Newman, Business Communication and Character, 11th Edition. ©2023 Cengage. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 16  Group Activity Refer to Figure 2 (right) and discuss these questions: 1. What is the main point of each email? 2. How did they keep it short and focused? 3. How did they support the positive message? 4. How is the audience taken into account? Newman, Business Communication and Character, 11th Edition. ©2023 Cengage. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 17  Group Activity Debrief 1. What are your thoughts on the emails in Figure 2? Do you find them encouraging, or would you ignore them? Newman, Business Communication and Character, 11th Edition. ©2023 Cengage. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 18  6-3 Writing Goodwill Messages Newman, Business Communication and Character, 11th Edition. ©2023 Cengage. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 19  6-3 Writing Goodwill Messages Goodwill messages sent out of sense of kindness Guidelines for Goodwill Messages Messages vary by culture Recognition Notes: particularly good job Congratulatory Notes: major business achievements or personal milestones Thank-You Notes: sent whenever someone does you a favor Sympathy notes: Sympathy or condolence to a person who is having a difficult time personally − Handwritten notes convey extra care Newman, Business Communication and Character, 11th Edition. ©2023 Cengage. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 20  Figure 7: Guidelines for Goodwill Messages Be prompt. Be direct. Be specific. Be sincere. Be brief. Send a State the major If you’re Avoid language that is You may not need goodwill idea in the first thanking or too flowery or too an entire page get message while sentence or complimenting strong (e.g. “awesome” your point across. the reason is two, even for someone, or “the best I’ve ever A personal note still fresh in sympathy mention a seen”). Use a card or a one- the reader's notes; because specific incident conversational tone, as paragraph email mind. A readers already or anecdote. if you’re speaking to the may be plenty. welcome note know the bad Show the person directly, and to a new news, you don’t significance or focus on the reader— employee, for need to shelter impact on not yourself. Take example, them from it. others. special care to spell should be sent names correctly and to within the first make sure your facts few days on are accurate. You may the job. use exclamation marks, but don’t overdo it. Newman, Business Communication and Character, 11th Edition. ©2023 Cengage. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 21 Figure 8: Internal Recognition Note to an Employee Newman, Business Communication and Character, 11th Edition. ©2023 Cengage. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 22 Figure 10: Internal Congratulatory Note Newman, Business Communication and Character, 11th Edition. ©2023 Cengage. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 23 Figure 12: Sympathy Note to a Coworker Newman, Business Communication and Character, 11th Edition. ©2023 Cengage. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 24  6-4 Addressing Social Media Comments Newman, Business Communication and Character, 11th Edition. ©2023 Cengage. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 25  6-4 Addressing Social Media Comments (1 of 2) Deciding Whether to Respond Smart companies engage in social listening After finding mentions of the company, social media managers decide whether and how to respond. Happy customers may not need a response, but highly positive posts may be engaged to highlight the feedback. Negative and degrading posts should be monitored in case it goes viral. Unhappy customers may need additional communication. Newman, Business Communication and Character, 11th Edition. ©2023 Cengage. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 26  Figure 13: Social Media Response Guidelines Newman, Business Communication and Character, 11th Edition. ©2023 Cengage. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 27  6-4 Addressing Social Media Comments (2 of 2) Responding to Positive Reviews Yelp’s advice: − Thank the reviewer for providing feedback − Highlight something positive they said − Conclude by inviting them back The first two can also be followed when responding to employee reviews Newman, Business Communication and Character, 11th Edition. ©2023 Cengage. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 28  Group Activity 2 1. Why does this post warrant a response? 2. What was strong about the CEO’s response? Newman, Business Communication and Character, 11th Edition. ©2023 Cengage. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 29  Group Activity 2 Debrief 1. Have you ever left a review for your workplace or a place you have visited and received a reply? 2. If so, was it a positive message you left, or a negative one? Newman, Business Communication and Character, 11th Edition. ©2023 Cengage. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 30  6-5 Engaging Customers and Employees on Social Media Newman, Business Communication and Character, 11th Edition. ©2023 Cengage. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 31 6-5 Engaging Customers and Employees on Social Media (1 of 2) Engaging Customers Online Build meaningful relationships online Companies are proactive Seek out customers and find creative ways to interact Building relationships with existing customers to convert them to brand advocates. Messages are authentic, responsive, and compelling Newman, Business Communication and Character, 11th Edition. ©2023 Cengage. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 32 6-5 Engaging Customers and Employees on Social Media (2 of 2) Engaging Employees Online Leaders who excel are genuine, authentic, and transparent Utilize an employee only intranet Sites such as Yammer can allow feedback from employees to be provided while keeping it internal. Newman, Business Communication and Character, 11th Edition. ©2023 Cengage. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 33  Knowledge Check 2 What are guidelines for goodwill messages? A. Focus on the main point. B. Be direct and ask for what you need. C. Be prompt, direct, specific, sincere and brief. D. Build meaningful relationships and be proactive. Newman, Business Communication and Character, 11th Edition. ©2023 Cengage. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 34  Summary Click the link below to review the objectives for the presentation. Link to Objectives Newman, Business Communication and Character, 11th Edition. ©2023 Cengage. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 35