Chapter 6: Delivering Good- and Neutral-News Messages PDF

Fm Chapter 6 ————— Delivering Good- and Neutral- News Messages Lecture and Resource Slides BCOM 3e‘ Lehman 81 DuFrene Learning Objectives . Describethe deductive outlineforgood news and routine information, and its adaptationsfor specific situations and forinternationalaudiences. . Prepare messa...

Fm Chapter 6 ————— Delivering Good- and Neutral- News Messages Lecture and Resource Slides BCOM 3e‘ Lehman 81 DuFrene Learning Objectives . Describethe deductive outlineforgood news and routine information, and its adaptationsfor specific situations and forinternationalaudiences. . Prepare messagesthat convey good news, including thank-you and appreciation messages. . Write messages presenting claims and requests and favorable responses to them. . Write message acknowledging customerorders, providing credit information, and extending credit. . Prepare procedural messages that ensure clear and consistent application. Learning Objective 1 Describe the deductive outline for good news and routine information, and its adaptations for specific situations and for international audiences. Direct Outline Used in Goodand Neutral-News Messages Flyms‘r Dlmomne Used!" mandNeunl-Nmumgzs smrln mm, Elemmlc. arm" rem. Sum (he plenum mum Idea [mm ”Max am") and uyliniflo’l knmmumlvnofml 5006 MW: m mm ma, and Includes: mmm-orlemrddeslng mnugm Advantages of the Deductive Outline - Begins with an easy-to-write sentence - Gets attention by respondingto the audience’s desire to know - Puts reader in a good frame of mind in order to be receptive to details - Allows easy movement through the details after the main idea is presented Learning Objective 2 Prepare messages that convey good news, including thank-you and appreciation messages. m Types of Good-News Messages Positive news messages Thank you and appreciation Routine claims Apologies messages Routine requests Order acknowledgments Credit Messages information messages extending credit Positive News Message: Why It Works A casual dress policy has been approved for First National Bank and will be effective July 1. As most of us agree, casual attire in the banking industw generally means “dressy casual,” since virtuallyall of us interact with our clientele regularlythroughoutthe day. To maintain ourtraditional professional image while enjoying more relaxed attire, please followthese guidelines: Men Sport or poloshirt, with collars Khakis or corduroys Loafers with socks Women Pant suit Sweater or blouse with pantsor skirt Loafers with socks Low heels with hosiew Tennis shoes, open—toed shoes, sandals,jogging suits, shorts, jeans, sweatpants, and sweatshirts are inappropriate. Formal business attire should be worn when meeting with clients outsidethe office. Please visit the HR website for the complete casual attire policyand illustrations of appropriate casual attire. If you have questions as you begin changingin your wardrobe, please call me at ext. 59. ° Announces approval of policy 0 Restates appreciation by assuring reader of benefits gained 0 Explains policy clearly, including table formatted for quick, easy access to details 0 Encourages open discussion Benefits of Written Appreciation Messages - Provides sincere thoughts because few people take time to write 0 Provides tangible evidence that can be used to supporta performance evaluation - May be treasured over the years Making the Most of Appreciation Messages 0 Say ”thank you” in a timely manner - Avoid exaggerated language that is not believable - Make specific comments for what you are thankful Using Written Appreciation Messages Appropriately - Write briefly beginning with main idea 0 Convey a genuine tone by - Send promptly — within 2 or 3 days 0 Consider sending copy to reader’s employer or writing employer with copy sent to employee Appreciation Message: Why It Works Appreciationfor OutstandingWork - Extends appreciation Ren, Completingthe ropes course at Camp Horizon was a - Gives evidence of activity’s worth memorable and life»changing experience for every member of our office staff. Yourfacilitatorswere masterful in allowingour teams to take risks while ensuringtheir safety. The course provided a diverse series of activitiesthat enabled each staff member to participate, regardless of our physical limitations. Identifyingthe real leadersin our office was quite interesting. In the words of one colleague, “The ropes course has shown me I can do more than I have come to expect of myself.” Thankyou for helping us see our potential. WlthOUt exaggeration or mechanica| language . Restates appr§Clatl°n by assuring reader of benefits gained m Handling Apologies - State the apology once - Be brief - Use general statements that don’t reinforce the error 0 Include action you will take to prevent error from recurring Ali! ‘1' Apology Message. Why It Works Mike, Please accept my apology for missing yesterday's meeting of the Planning Committee. Had the plane from Denver arrived on schedule, I could have attended. The report on tax considerations for the proposed site of the Windermere Apartments is ready. Let me know if you plan to include it on next week's agenda. Thanks, Jerry ° Begins with apology ° Gives a reason for the error without offering excuses ° Offers something tangible to make up for error Distinguishing Between Resale and Sales Promotion Resale — Discussion of goods and services already purchased Example: Rememberthat your 20— ounce stadium cups are dishwasher and microwave safe. Sales promotion — Statements made about related merchandise or services Example: When your stadium cups order arrives, look for our new catalog so you can create a custom design for your baseball season. W E’znrfd mptmas ::'sn azpazzsd raincsl. [XI Learning Objective 3 Write messages presenting claims and requests and favorable responses to them. 1 iii! Routine Claim: What Does Not Work Yesterday eveningl stopped by the construction site ofthe apartments you are under contract to build.You appearto be well ahead of schedule. Accordingto our agreement, all requests and complaintsare to be made in writing. I noticed that water heaters had been installed in two of the apartments. The units are 30»ga|lon heaters, but the specs call for 50»ga|lon heatersin each ofthe 12 apartments. Uses inductive outlineand treats routine claim as a bad-news message; buries the routine request in the 3rd paragraph Too much For some families,the smaller size may be sufficient; but others explanation;issue is may need the larger size. Because the larger size is specified in the agreement we signed, I respectfully request thatthe two 30-gallon units be removed and that SU-gallon water heaters be installed in allthe apartments. Includes cliche Thankyou for yourconsideration in this matter. what contract says Routine Claim: Why It Works Dear Mr. Jackson: Please replace the two 30-gallon heaters (|nstalled last week) with SO-gallon units. Large units are essential for families with children. For that reason, the contract specifies a SO-gallon heater for each of the 12 apartments. - Begins with claim requests - ls specific about what is needed; provides needed explanation The project appears to be well ahead of schedule. Thanks for your efforts. Sincerely, Peter Allen rid mptmae cupazzsd mum ' Closes positively Learning Objective 4 Write message acknowledging customer orders, providing credit information, and extending credit. Requirements of the Equal Credit Opportunity Act Notify credit applicant of credit decision within 30 days of request Disclose terms of credit agreement Disclose reasons for refusal if credit is denied Provide name and contact information of the consumer reporting agency if their information influenced the credit decision m Extending Credit: Write Deductively 0 Open with credit extension and shigment information 0 Indicate basis for credit extension and explain terms 0 Outline credit policies - Communicate genuine desire to build business relationship [XI Learning Objective 5 Prepare procedural messages that ensure clear and consistent application. Guidelines for Procedural Messages 0 Begin each numbered step with action statement 0 Place each step on a separate line for easy reading 0 Consider preparing flow chart 0 Follow your own instructions 0 Ask someone else to follow instructions 41011 i‘ll Procedural Message: Why It Works Procedures for Requesting Computer Service 1. Access http://www.drmc.com/it/index.html, and click the Service option. 2. 3. 4. 5. ' Provides descriptive title that clea rly identifies Provide the information requested. Be certain to complete the required items denoted with asterisks. p roced u res - Enumeratesto Check your email for a service order confirmation, direct attentionto typically within 24 hours. each sequential Complete normal shut-down procedures when leaving your computer station. Although the service work will be performed after hours, technicians will start your computer using their personal Iogin procedures. Check your email for a service completion notice, and message us ifthe work was not completed to your satisfaction. Revised 6/20/2012 fsa “up a r :l step - Begins each item with an action verb for clarity - Includesdate of last revisionfor currency 41011 Procedural Message: What Does Not Work To: All Employees FROM: Joe Brown, HRM Director DATE: March 7, 2012 RE: Uses passive voice; Earthquake Preparedness Because earthquaketremors have been jarring Evansvilleand we are located in a high-rise building, we need to be sure that we are prepared for an earthquake.Therefore, the following actions should be taken in the event of an earthquake: should be receivedcentered Uses numbered list for tasks not occurring in specific 1. Elevators should not be used. order 2. Fire alarms or sprinkler systems may activateand startle people. Earthquakesdo not kill;buildingsdo. Uses unparallel 3. 4. If outside, open areas are safer than areas near wires, signs, buildings,or trees. 5. People in offices should drop to the floor, take cover under desks, and ride out the tremor. 6. If no desks or tables are near, people should seek cover against an interiorwall. fsa “up a r :l items in list Uses dangling modifier Procedural Message: Why It Works TO: All Employees FROM: Joe Brown, HRM Director DATE: March 7,2012 RE: What Do In Case of Earthquake As many of you are aware, earthquakes have been occurring more frequently in Evansville. Because our offices are located in a high-rise building, we need to be as prepared as possible in the event of an earthquake. Please use the following guidelines when necessary: ‘ Take cover under desks or drop to the floor. ‘ Seek cover against an interior wall. ° Avoid windows, glass doors, tall furniture, and hanging objects. - Begins with explanation of why information is being provided - Provides specific, bulleted list of possible actions - Uses parallelism ° Use the stairs. Elevators should not be used. to construct ' Avoid areas near wires, signs, buildings, ortrees if outside. bulleted Iist; uses active verbs An earthquake drill will be held early next week to make sure everyone knows what to do in case an earthquake should occur. If you have any questions about these procedures, please call me at ext. 303.