BCOM 10e Business Communication (2020Carol M. Lehman_ Debbie D. DuFrene_ Robyn Walker) (1)-1-136-99-115_recognized_1.pdf

Delivering Good— and Neutral—News Messages LEARNING OBJECTIVES After studying this chapter, you will be able to Describe the deductive outline for good and neutral news and its adaptations for specific situations and for international audiences. Write messages acknowledging customer orders, providin...

Delivering Good— and Neutral—News Messages LEARNING OBJECTIVES After studying this chapter, you will be able to Describe the deductive outline for good and neutral news and its adaptations for specific situations and for international audiences. Write messages acknowledging customer orders, providing credit information, and extending credit Prepare messages that convey good news, including thank-you and appreciation messages. oonsistent application. Prepare procedural messages that ensure clear and write messages presenting routine claims and requests, and favorable responses to them. Q nEnucrrvr ORGANIZATIONAL PAlTEHN Yori read in Chapter 4 that yori cam organize business messages either (Educ-timely or‘ inductively depending on your prediction of the audience's reaction to your main idea. Learning to organize business messages according to the appropriate outline will improve your chances of preparing a document that elicits the response or action yoii desire. In this chapter, yOlI will learn to compose mes» and Social conventions differ from culture to culture the effective Writer will adapt as necessary when writ— ing for various audiences. People in organizations use a number of channels to communicate with internal and extemal audiences. \Vhen sending a message that is positive or‘ neutral, yotr have numerous choices, as shown in Figure 6.1. Depending on the message, audi» sages that convey ideas that your audience will likely ence, and constraints of time and location, the best find either pleasing or neutral Messages that convey channel might be spoken or electronic. In addition to the electronic and verbal tools presented in Chapter pleasant information are referred to as good-news messages, Messages that are of interest to your audience‘ but are not likely‘ to generate an emotional good-news messages reaction are re fe rre d messages that convey pleasant 4 , to as neutral-news information . messages. The strategies neutral-news "19553935 (llSCllSSCcl for" structuring messages that are of interest to goocl- and neutral-news the reader but are notlikely to generate an emotional reaction 100 American audiences Because message expectations 5 (email, instant messaging, lVeb communications and phone), companies also use written documents such as memorandums and letters to communicate information The principles for preparing memorandums (com- monly referred to as memos) are similar to those that you've already applied when composing email mes- sages, as botli are channels for sharing information of a gener- somewhat informal nature Memos provide a more for» ally be applied to North mal means of sharing information with people inside an messages can PART THREE. Communication Through Voice, Electronic, and Written Messages Copynghl znzrr Fcnprgc mm"; All mm knot-wed May ml hccuprcd “was "duplrnlcrl. m wholcnrm n.|n.Duc1n durum "girls. mm mm |nrry curriculum} isc sumac“ Iromtlrcdhxvk nndlnrd‘napkrral Editorial mtiew has wand ilialany “when mmcnr an m mlcnally rifled rm ovcmll leaning expwnafingng Leaning mmrvu m; nglii m ”mt additional camera a any time ilsuhmqmm "gr-a mstncrmns require it organization. Letters are a more formal method of corr- e The arrangement might save your audience some \'eviirg ini'or‘rr‘ration to external audiences. such as customA time. Once it understands the important idea. it can er . clients, business partners. or srrppliers. Regardless move rapidly through the supporting details. oi'whether' the audience is an internal or external one, As you study sample deductive messages in this chap» cormrrrrnication should he carefully structured to achieve ter‘. note the Inun‘ea‘arrrple notations that clearly mark the the desired purpose, GoodAnews or neutral-news messages follow a deductive or direct sequence—tin) message hcgins examples of ineffecth'e writing. Detailed comments high» light important writing strategies that have beerr applied or violated. While gaining experience in developing effec- “1th the main idea. To present good news and neutral tive messages. vou “ill also learn to recognize standard information deductively, hegirr with the major idea. fol~ lowed by supporting details. as depicted in Figure 6.1. business forrrrats. Fully formatted messages are shown In both outlines, the third point (closing thought) might as printed documents (letters on company letterhead or paper memos) or as electronic formats (email messages he orrrittcd without seriously impairing effectiveness: or online input screens). however: including it unifies the message and avoids abr'uptnesst The deductive pattern has . ‘\‘eral advantages: ° Tire first sentence is easy to write. Alter it is nritten. the details follow easily, a Tire first sentence gets the attention it deserves in this emphatic position, - Encountering goo<l news in the fir'st sentence puts Q GOOD-NEWS MESSAGES Messages delivering gorrtl news are organized rising a direct approach. as illustrated in Figure 6.1. your audience in a pleasant frame oi" mind, so it is For example, you'll stud)“ more receptive to the details that follow. examples oi" messages that deductive (or direct) sequence when the message begins with the main idea followed by supporting details CHAPTER 6 Delrvermg Good? and NeutralNer/vs Messages ("opvnght zrrmrcngggcrmnmg an my“ mum Ma} r». Murprcd «antral r-nruprrrmr...‘ whvlcutmprm nun-aura)“ "gnu some mmr pro mmcnl may hcsupptcswdlnrnttheeBoflknnd/unfhrlplulsl mm. new has themed um in) nppmiwal innitnl doe; nit {mutually mm m: mmr lemming expert)»: ("engage Learning mum rim nyrt in mm.» addnmnnl women a m lime lisuhwqmm ugh“ ”mam; require a lOl THANK-YOU MESSAGES DIRECT UUTLINE USED IN GUUD— AND NEUTRAL—NEWS MESSAGES SENT IN WRITTEN, ELEL‘TRUNIC, DH SPOKEN FUHM After receiving a gift, being a guest, attending an inter» OPENING: Letter View or benefiting in vari— \ ous other ways, a thoughtful - person will take the time to send a written thank-you States a pleasant or the main idea Memo Written B O D Y: Email Instnnimessage - Provides details and explanation I ‘ message. A simple hand. . ‘ . written note or email is sufficient for some social situations. However, when _ , _ _ written Irom a prolessmnal office to respond to a busi- W922: ness situation, the ines- text message C LO S | N G . Elemonu - sage might be printed on company letterhead. Your Reminds the receiver oithe good news or main idea, message should be wrib and includes a futureflriented closing thought teii deductivcly and reflect Vour . sincere feelings of , . m oerwn gratitude. Telephone Voite mail Spoken —— ‘ APPRECIATION MESSAGES You will write appreciation messages to recognize, convey positive news as well as thruik-you and apprecia- reward, and encourage the receiver: however, yoti will tion messages that generate goodwill. also gain satisfaction from commending a (lescn'ing person. Such positive thinking can be a favorable influence on your own attitude and performance. In appropriate situations. ymi might wish to address an appreciation message to an individuals supervisor and send a copy of the document to the individual to share the positive com— ments. In any case, an appreciation message should be sent to commend deserving people and not foi' possible self—gain. 6-23 Positive News The memo sent to all employees in Model document 6A begins directly with the main idea: a new work-at-home policy for employees The discussion that follows includes a brief review of the policy and ends positively by encom- agng employees to seek additional information from the company website or contact the stipendsor. 6-2b Thank-You and Appreciation Messages Empatlietic managers take advantage of occasions to unite goodwill messages that build strong. lasting relationships with employees, clients, customers, and various other groups. People are usually not reluctant to say. “Thank you," “What a great performance." ‘Yoti have ceitainly helped me," and so on. Despite goorl intentions, however, people don't often get around to sending thank-you and apprecia~ tion messages. Because oftheir rarity. wn'tten t ppreciation For full potential value, follmv these guidelines for“ apprt iation messages: T0 EXPRESS THANK FOR A GIFT Thank you for the gift certificate to Bath Bubbles Boutiques You know how much I like to relax in a hot, aromatic bath after a stressful day at work! I was happy to fill in for you during the hiring meeting, since our input is so important to our team. I hope your sister's wedding was a success. messages are especially l]1€alllllgil.l—€\'€ll treasured, I02 PARTTHREE. Communication Through Voice, Electronic, and Written Messages ("imyngtil mm mime imam; All Rust“ Rcmwd Mny mi hcmpicd wnnmd. itiluplnxcil. m whvltnl'in mm. Due in mun“ "gins. «mm mm Fifty conical may he suppmu Invm um cBrxvk nnflnrd'lmpkl‘lsl Ediiomi mot-w Im 4mm am an) “when cnnlcni the) not mummy mm the overall lemming upwm Cn-ngngc Learning rerun/m in: flat in mm (“Mn-mini runiem it in» mm ammo-u ngnu mstnctnns require it T0 EXTEN D THA N K5 F0 R W FORMAT l ON - Send in a timely manner. Sending an appreciation message within a feiv days of the circumstance will emphasize your genuineuess. The receiver might Thank Y°U f°f informing me Of the recentjob °P5ning in Russell’s marketing departmentJ’hat informa- question the sincerity of appreciation messages that are sent long overdue. tion led to an interview with Ms. LeVal this morning, and that interaction made me feel confident that I could contribute effectively to her team’s efforts. Please accept my invitation to lunch in appreciation - Avoid exaggerated language that is hardly believable. You might believe the exaggerated statements to be true, for learning about this opportunity. but the recipient might find them unbelievable and illslDCE‘I'E Strong language “dill unsupported statements raises questions about your motive for the message. GOOD EXAMPLE OF A GOOD SMESSAG Intci'olllce Memorandum TO: All Employees FRONl: Ciim Rodriquez. lluman Resources Manager DATE: M1\)'l5.20l9 SUBJECT: Flexstime Policy Takes Effect July 1 A flertime policy has been approved for' GamerApps. Inca. effective July 1, 2019. "Flex-lime" is a term used to define ill] altemate work schedule la \Vlll('l1dl‘l einplm'ee mavwoi-k within specific limits dictated bv the - ' - 4 needs ol‘ the job and is subject to [management review and approval. Starts Wlfh the ma!" idea— announcement ofaward. Individual departments may use a tlex-tiiiie work schedule subject to the following conditions: 0 Provides a clear explanation - The normal work week shall continue as either a five—day, 37.5— to ensure the policy is hour Work week l‘Ol' Headquarters employees or a five-day, 40-hour work week for Operations employees. understood. Formatuses a bulleted list for quick, easy Each Department Heatl will ensure coverage (hiring its "tore reference to specific details. hours“ ofopcration, Tlie department Director/Mmmger has the discretion to determine stafl'iiig coverage to meet the operating requirements of each department. Department Heads “ill lie responsible for- resolving inhadepau'tinental schedule conflicts and ensuring that proper coverage is maintained. A department Dii'ec‘tnr/Malmger may. at his/her sole (liscretioii. implement continue. ox“ discontinue llex~time work schedules. At the sole discretion of the DireNor/Manager. an employee maybe reassigned to work core hours at any time. Accrual and usage of\.’acation/Eai1icd/Ovcrtimc/Sick Leave ben- efits are the same for employees working flex-time as for- those working a standard schedule. I’le Encourages leaders to ask visit Llw [IR website for thc complete llcx-tiine policy and illus- tratioiis ofpossible work schedules. Ifwu have questions as you begin making changes to your work schedule, plea questions or view additional information on company intranet -ali me at ext. 54. CHAPTER 6: Delivering Good— and Neutral—News Messages ("ripynghl zuzu mam inning run Rigils Ruined May ml ktupicd unnlk‘d. ltduplirxcd. m wimltnl in pan. Due in mam nghls. «in: llmd my conical may he summer [mm inc (Emit anflnrflaptrlsl Miami mulew has skamod mm an) kwpmswd rnmcnl air, ml nulcnally rnra Ike overall Icammg expcrmngm ("engage Learning rams m: "sir i.. remove alumna mmem a an nmc imbue-ii nghtt restrict-ms rcqulm u 103 0 Make specific mmments about outstanding qualities Improved: Your workshop on the use of our new data- nr performanre. Compared to Mode] document GB, base software program has enabled staff to apply the followingr message might lack the impact of one “5 broad array uffeatures much more quickly. that contains more detail and is written with more care. Although the sender cared enough to say One of the most important takeaways from the workshop was the emphasis you placed on creat- thank you, the message could have beer] given to ing and communicating clear procedures for any speaker, even if the sender had slept through work processes. Based upon your suggestions, the entire workshop. Similarly, a note merely closed with "sincerelv" does not necessarily make thc ideas seem sincere-i Including specific remarks our team created a draft of these guidelines during OUTfil’S‘ meetingiThankyou for the suggesti°"5 that have PUt my WHEBQUES and me 0" the about understanding and applying the speaker's path to becoming a more effective Virtual team. main points makes the message meaningful and The appreciation message in Model document 6B sincere. OriginaI:Yourworkshop on using the new database conveys sincere appreciation for the positive results of a proposal. The net effects of this message are posi- software program was very much appreciated. tive: Tile sender feels good for having passed on a I’m sure it will help staff tremendously.Thanks. deserved compliment, and the receiver“ is encouraged UD EXAMPLE AN PHECIATIDN MESSAG To: Melinda Ross [[email protected]] From: Hal Beets [hbeets@medearecoin] Subject: Appreciation for Project Presentation Hi Melinda. Extends appreciation to the team for their hard work. I would like to thank you and your team for the work you have put in five!“ the last month mi the proposal for' the expansion nl'oui- building. You have put togetlier a thorough and well-researched presentation. and i am looking forward to sharing it with the rcgional executives when they arrive next week. Please express m_\' sincere thanks to the rest ofyour team for the work Provides aspecificexample W'thu'" exaggerating or using overly strong language arinsintere they contributed in planning the evpansion and presentation, The statements. detailed schedule and cost breakdown they prepared will be very useful in helping us to make our final decision. Reiterates goodwill. I will he updating and thanking them all inrlividuzdli‘alteryourprcscuta- lioii to the executives. \\'e shoukl hare feedback and a decision on mov— ing forward with the project b_\‘ the firsth the month. Best Regm’ds, Ital Hal Beets. Building Manager 309-259-1330, ext. 34 Hbeets@med('are.com FormatPainters Uses shart lines, mixed case; omits special formatting, such as emoticons andemail abbrev'fitmns’ far'mpmvn’ ’“d"”""y- '—_——— l04 PART THREE. Communication Through Voice, Electronic, and Written Messages Cmynghl znzfl mime rmmng All my“ mama May rm bcuipicd «alum-l inluplrmcd. m wmrciir m yum. Due in from“ "girls. mm mm Fifty comm! may be summer hm“ lhc cEmk unflritd‘hmpkrisl Editorial Knew rm menial Ilial an) twpmswd “imam om ml mutually mm the ovcmll Icummg crpfirmnrt than“ Lair-ring mwrwfl II: “on n. remove mum-a margin n on lime ilsuhwqmm rights restrict-ms "4m n by the recipients recognition of the value of his value for the money they spend. \Vith considerable organization's work. confidence, they can assume that writers of claim mes- Ari apology is written much like air appreciation ines- sages think their claims are valid. By responding fairly to sage. A sincere written apology is needed to preserve legitimate requests in adjustment messages, busi- relationships when regrettable situations occur.Though nesses an gain a reputation for“ standing behind their difficult to prepiu'e, a well-written apology will usually be goods and services, A loyal customer is likely to become even more loyal after a business has demonstrated its received favorably. integrity. Q nourmr CLAIMS Ordinarily, a response to a written message is also a written message. Sometimes people communicate to A claim is a request for air adjustment. W’lieli busi— confirm ideas they have already discussed on the phone. When the response to a claim is favorable, present ideas in the direct sequence. Although the word grant is ness communicators ask for something to which they acceptable when talking about claims, its use in adjust» think they are entitled (such as a refund, replacement, ment messages is discouraged. An expression such as “Your claim is being granted“ unnecessarily implies that exchange, or payment for" damagest the message is called a claim message. you are in a position of power. Because the subject of an adjustment is related to 6-3a Claim Message Requests for adjustments can be divided into two groups: routine claims and persuasive claims. Persuasive the goo(ls or services provided, the message can include a briefsales idea. Vl'ith urrly a little extra space, the message “an include resale or sales promotional material. Resale claims, which are dismissed in Chapter 8, assume that a refers to a discussion of gootls or services alreatly bought. It reminds customers and clients that they made a good request will be granted only after explanations and per- choice in selecting a company with which to do business, suasive arguments have been presented Routine claims or it reminds them of the good qualities of their purchase. (possibly because of girariuitees, warranties, or otller con- Sales promotional material refers to statements tractilal conditions) assume that a request will be granted quickly and willingly, without persuasion. Because you made about related merchandise or service. For example, expect routine claims to be granted willingly. a forceful, accusatory tone is inappropriate. a message about a company's recently purchased office furniture might also mention available office equipment. Mentioning the offic~e \Vhen the claim is routine, the direct approach shown equipment is using sales in Figiir'e 6.1 is appropriate. Lets consider the situation referred to in Model docrunent 6C. Surely, the computer company intended its laptop computers to be fully fiuictiori~ promotional material. Silhtle sales messages that are ing. Because the damage is obvious, the computer company can be expected to correct the problem without persuasion. Thus the manager can ask for an adjustment before providing an explanation, as shown in Model document 6C. Beginning with the request for an adjustment gives it the emphasis it deserves. Note. however, that the message in Model document 6C is written inappropriately using an in direct approachfthe details zu‘e presented before the main idea, and it ends abruptly. 6-3b Favorable Response to a Claim Message adjustment routine claims messages included ill adjustments have a gtiocl chance of that assume thata claim will be being read, whereas direct without persuasion sales messages might not be read at all. Consider the ineffective response in Model document 6D to a claim letter and the message it sends granted quickly and willingly, persuasive claims messages that assume that a claim will be granted only after explanations and persuasive arguments have been presented adjustment moss-go: about the company's colli- messages that are fair responses by mit'inent, Now notice the explanation in the revision in in claim messages by customers Model document 6D. Tlie good news appears in the Businesses want their customers to communicate when first sentelrce. The details merchandise or senice is not satisfactory. They want to learn of ways ill which goods and services caii be and closing sentence follow naturally and show a desire to correct the problem. improved, and they want their customers to receive (him a request for an businesses to legitimate requests res-Io a discussion of goods or services already bought solos promotional mistrial statements made about related merchandise or service CHAPTER 6: Delivering Good— and Neutral—News Messages Cmynghi mill Fongngc Learning All my“ Rmmcd May but mama «nulls-l. lulupllmu. m “blunt in pan. Due ln cloclmmc nghls. scum rim-l |nny conical may he suppreswll Invnllllcclilxik unflnrd'tm’lk'rhl Editorial review in: same mam, (rppmswd mum does not mutually min [tr overall learning experrnrt,Ccngagc Learning mmrvu m; "all in mm additional mntem ll an, rm “installs.“ rlghh restrictions require ll lOS POOH EXAMPLE FA Hi] _ Dear Mr. I’tuclt'igncz. O lntmduction does notstate thepurpose of the message. Our m'arlttisflliutt n-u-uth I llll'l‘illl Ifllll f—‘LT-L . . _ . ' we“ rely p cum] tuttlt fill‘ll‘llt' formalin, (trifurluuulc/y. Ullt’tf 7 _ t . Instead, it prawdes unneeded background the laptops 12: m7 hingetftmcfiutting. This/ms crmft'da Jrnblt'm m'mteu nurmnsf Irnllllt‘fiUL' \ , _ / lI ,l Paragraph provides more unnecessary background uts’lmnci set wu' team mun Mrs A 111m) Czlu’llt, u. 1016 llllll) c information. In rum/re ctnhmu‘t‘t‘nm‘t’rtts without m‘r‘t'm in mu» inn-"wt, run Slant/(l t‘t't't’icc tin, (lam/met] In an 1 mmm-m “in nt-mtinht _ . /0 The routine request cames at the end ofthg message "mm than at the beginning. GOOD EXAMPLE OF A ROUTINE CLAIM To: Customer Sen‘iue [ Ilstnmet'sen'it'e@cntu‘tnetPIHS.cmnl Fmm: Julia Tompkins [[email protected]] Subject: Request fm' sldllet replacement /‘ /l Limits message to a single idea expressed in a meaningful subject line. Hello Conrtnetl’lus. I know that your company doesn't make these Cook Master pots and 7 7 puns anymore. lint I \\ OlIILl like u refund in the amount ol‘Cuokfvlustct' /'/ ’ Emphasizes the main idea {I’Equesr for adjustment) by placingitin the firstsentence. skillet‘s purchase price. Tlte Teflott lining 01] the insicle of the pan is linking away and is unsatle to use. _ _ lhuught [Itcpul uud punsetn'ith ttlilctimew ‘mntylt‘otn your —4 cmnpnny at ntn' local (lepm'hnent store. Bet-tune it has been more ,‘ Provides an explanation. thtm 5 years since I purchased them. the store will no longer take them luck. I do have my receipt untl the UPC mm the Imx, Skillets of mmpnrahle sizct illul st} Ie gr) fm' around S40 from _\0ttr 7—/ company. 1 would be happy to either have n new skillet m- the money /l Ends an apositive note, reminding readerof immediate need. to mpluct- the one that I lost. The wm-ututy I law says that (‘iIIu‘x' one can he clone according to what the nmnuI‘nc-turer feels is necessary: I have sent along pictures ”(this Skillt‘l St) [link you can sec llw clumugc undthut it has not-mt wenr and tear (m it. . , . ' _ I look toward to a resolntton at Ellis mutter. I can be reached at 3. 980.7399 menu“. ' Sinccrcly. Julia Tompkins l06 . Fo'mmpo'me's Composes ashort, concise message that tits on one screen. Includes a salutation andclasing to personalize the message. PARTTHREE. Communication Through Voice, Electronic, and Written Messages cmyugnt mummy Ixammg All Rum Run-wt! Mny ml hccuptcd «mural. ltduphnlcd. m wimknr m yum. Due in rhclmmc "gut. sum: llmd mm mm may tic unmet immihcckmk unantecnupntttt mimnfl mew in, team that arty (tumult mun-m am not mutually this. u. avcnll Ieurnmg expctmnct Cengag Lemming yuan/u m: ml in rtmvvn addnnnd content al m tune mum...“ nghls mum“. mqtnm u B d $ _ POOH EXAMPLE or A POSITIVE RESPONSE Tl] A HUUTINE CLAIM 1 This introduction sta res the obvious and does not address the reader’s concerns. Thank you for your letter of January 12. It has been referred to me lln‘ reply. \\’c have picked up tltc truck ol'wltich you wrote and have taken a loolc at the transmission. We don't know the exact cause ol‘ the prohlem lmtwill repairit and , _ _ The ending is too generic to return it to You Suoll. _ ' \\'c apologi 74) lin‘ any inconvenience. effectively promote. GOOD EXAMPLE OF A PUSITIVE RESPONSE TO A ROUTINE CLAIM To: Josh Rogcrs [jrogerstfllli1rnihn'vproscom] From: Toss-a Bowdcn lilmwdvn@fltwtsales&luasc.c0m] Subject: Repaired Truck Delivered Ttnnurrow Begins withgaodnews {main Mr. Rogers. idea) with an assurance of Tlie repaired h'll('l< is scheduled to he delivered to you first thing in _/ the inurnin . g . Presents explanation and assurance ofaprotess for Tlte transmission has he i replaced and we have conducted thorough computer ana desired atria"- quality control. - Oftllt' remainder nt' the trucks s\'steitts to ensure that thev are in working order. Attempts to regain possible lost goodwill by offering \\'e pride ourselves on can timely sen'ice response. Please do not personalized assistance. hesitate tocontact us “1th any concerns regarding your tit-ct h‘ucks or their performance. Sincerely. l I Bowdt-n Manager. Customer Service ‘ T @ ROUTINE REQUESTS 6-4a Requests for Information routine "quests messages that assume that a request will be granted quickly and willingly, without persuasion Like claims, requests are divided into two groups: Requests routine requests and persuasive requests. Persua— tion ahmtt people, prices. persuasive requests sive requests, which are discussed in Chapter 8, assume products. and services ai'c messages that assume that a that action will be taken after persuasive arguments are L'()ll]lll()ll. presented, Routine requests and favorable responses to them follow the deductive sequence. ers and clients are door for informa- BCC‘JUSV ElK‘SC requests from custom- requested action will be taken afterpersuasive arguments are presented CHAPTER 6' Delivering Good? and Neutral—News Messages ("upyughl znzfl Frugzgc [turning 1\II Righs mama my rm in: tupmt uttlmctl t-r marina-ca. m whvlc «a m u out in rk‘clh‘mr ughlk. mun: ma mrly Conic!!! may he supptcmt rm lhc cat-it unryorcfiuplnrlkl Edilunalmtlculu13 minimum an) “who aluminium nut null‘uallyullnrlltl mm" Icammgexpcrmncc ct-n geLcttrnmg mama II» nyttInmmmeadtlnmmlmmzmal am limellwhwqmm nghh wtinclnnnsmqurmit lO7 openers for future business. businesses accept them opti- mistically. At the same time, tl1e_\' arrive at an opinion about the sender based on the quality of the message. detailed information related to IT services provided b)‘ Global Tecli. With a little planningr and consideration for the needs outlined in the request, the message in Model effecti\'e requests that you are confident will be fulfilled. document SF on page 110 could have beeii written just as quickly. Note the specific answers to the questions The message in Model document GE does not follow prepared in the convenient 061A format and the helpful‘ Follow the points in the deductive outline for preparing kl!) appropriate deductive outline fin a routine request. The request is too vague and the sales manager receiving the message is not provided with enough useful information, Note that the revision in Model document GE starts with a direct request for“ specific information, Then as much detail as necessary is presented to enable the receiver to answer specifically. The revision ends confi— dently with appreciation for the action requested. The email message is short, but because it conveys enough information and has a tone of politeness, it is effective. sincere tone 6-4c Positive Response to a Favor Request Occasionally, as a business professional. you will be flSkE‘Kl for special favors. You might receive invitations to speak at various CiHC or education events‘ spearhead fund-raising and other service projects or offer your expertise in other wavs. If you say “Yes," yoti might as well say it entlmsiastically. Sending an unplanned, ste— 6—413 Favorable Response to a Routine Request reotyped acceptance suggests that the coutriluition will The message in Model document 6F responds favor- quently, you can draft a form message that you "ll revise ably but with little enthusiasm to an onliue request for for each invitation yOLl receive. POOH AMPLE be similar. If you find yourself responding to invitations fre- A ROUTINE REQUEST The subject line could be more information al. Subzcrt: le intormulion Our mm mm its rlniuv n wn'odic r'cuicu' o rum mtr'rsen‘ice N'Ut’ifll’m 7 to ensun-f mi we are ("murderer wit 1 1 u) rum uuu LL‘ u: u-uuu ml to lws'lumifv 5) runw- m'llienmslt‘mnn’filicc nice. Bast'r u” u rrrimr o your use site. it appears 1 mi your organisation provides the type of service wc urrrl, Obuimmlu. u u‘i’hs'ifc i.s‘ a [imilr’rl mum» uf ur «1177111» him, so I am ”Hem-loin as m iclieflwr your mguuismiun will be able to {ll‘l'urllillullflll‘ our needs. Our ni‘urmiuiliuu has 500 urucurkml {It's-kit! Is and 100 II‘I‘N/(‘r’x' llml . In (1 z ilion, computer The introduction could more clearly state the purpose of the message. The writer’s needs could be stated more clearly and systematically. The generic close fails to build goodwill or a sense of urgency. serciee pursmme lL‘Ull 1 1c (‘XIIL'CIL’I to primir c technical support to our computer usrrs. Docs unur mmpauu provide resources in suppm [lime net-11s.“ I look orwmrl to rcuelcimv l our re 11, (lstuiclcli as Jossililo. l08 PART THREE: Communication Through voice, Electronic, and Written Messages Cmynghl lulu Ccnpgc mm“; All mm Rana—wed Mny ml mum-i “mu. ltllup‘xrfld, m whknrm nun. Due in claim": "anti. some (turd |nr|y comm“ may he suppmxvcd Immihcckmk nnflor‘nupkrixy [Milena] MW 1m «and mm (Wplcxwd cnmcni am not rnnumnlly any! we nvemll Icummg expcumrtficngug Leaning News u: mu m nemwn Mdmonoi mum in any um nlsuhuqll‘nl nghis mnncnom minim u To: Derick Soltei‘ l(lsolter@acresort,com] From: Lamia “buds [[email protected]] Subject: Information Neecletl for Planning Large Convention in Atlantic City \ States request clearly. Mr. Solter. The helpful infonnation on your website describing the breath— taking \iews ol‘tlie ocean and the unique shopping and restaurant opportunities offered on Boardwalk W'a) suggests that Atlantic City Asks specific questions with a necessary explanation; uses a list for emphasis. Resort and Spa could he an ideal location for our three~day annual computer products convention. To assist us in selecting the sit(’ iin' this event. scheduled for late June 2020. please pro\ide the following iniormation: Dot-s your hotel include a conference center with spaw lin' lSt) sales booths and three smaller rooms for“ concin'rent sales presenta- tions and press announcements? Can the conference hotel provide a hlock offmi) rooms. preferahly , . . at (onlerence rates? It not are there other suitable hotels nearby.J Does the hotel have the capacity to feed 600 attendees during the three-day event at its iii-house cafes and restaurants? It not. could a list of nc‘arliy cstalilisluncnts that might mot-t ymi pit-aw pmvido . the needs oi attendees for hreakfiist. lunch. coffee. and dinner? Could your concierge stall provide a list of attractions and other Ex resses a reciation PP p and alludes to the benefits for quick action. Opens the door for personal dialogue by providing telephonenumber. venues that attendees might visit during the conference dates? The information you Iii-oxide could lilcely confirm Oul‘ expectation that FormatPninters the Atlantic City“ Resort and Spa can meet our conference needs. At that point we will Contact you to request assistance in making news sary resenf‘afions. Should you wish to talk to me directly please call (3tl7) 21376770, Provides a salutation appropriate for the company. Includes a complete signature block below the writer's name for complete reference. Thanks. Lanna “hods. Executive Directoi' National Computer Products Association 1307—213—677ii 6-4d Form Messages for Routine Responses document. selet‘t the appropriate paragraph according to your receiver's request. Aftei‘ assembling the selectetl tiles 011 the computer screen, input the particular infoiu Inputting the customers name, address, and other variables (information that dift'ers for each receiver) person- mation for the situation (cg. name and address). and print a copy of the personalized message on letterhead to send to the receiver. Form letters have earned a negative connotation hecatise of their tendency to be impersonal, Many alizcs each message to meet the needs of its receirei: people simply refuse to read such letters for that rea- Companies might use foriii paragraphs that have been saved as template documents. When composing a problem. Form messages are a fast and efficient way of transmit— ting frequently recurring messages to which the anticipated receiver reaction is likely to be favorable oi' neutral. son, Personalizing a form letter“ can circumvent this CHAPTER 6: Delivering Good— and Neutral—News Messages ("imyngtli 11m mime [taming All my“ Rcsawcd May ml Manna walnut. Manama. in whiiciir m piin.Duc1||r ‘anK lights, mine nmd Fifty Cumcnl nut} he suppicmi mm the monk unflnrcclmpkllst Editorial rmiew has tkemd mm on) awmma mam dam mt malenally mm the men," looming expctmnrt ("engage Learning isms II: agii m remove cultinmlml rmium a an lime iliubwqmm "gait mind-iii; require a POOH EXAMPLE or A PUSITI HE PONSE in A ROUTINE HEOU _ \. RE: litiurniatiun needed The subject line could be more . . Ms. “buds. inforrriatmnal. 1 read your request and hopefully my liiirricd response will provide a o The introduction could be VClll tlie information YOU need. more positive aiidspeuk Atlantic City Remit and Spa can sewe- your needs “1th a more narrowly to the reader's lU.()()()-S(llliu‘(‘ loot confe nce center and accommodations ltn‘ more COHCENTL than 700 guests, We also have three restaurants at (lie liotel is well as a collee liioslc in tlie loliln'. We are near shopping and restaurants D This discussion could provide the specific informatian located in the Boardwalk Plaza as well as local area attractions. such as the Atlantic City Aquarium. the Atlantic Cit)‘ casino complex. and noarlw ln‘aclius. requested. “b iii-(v happy ynii’i-o i-nnsiduring Atlantic City and the Atlantic Cit) effective atbuilding goodwill The close could be more ‘ and demonstrating a 5mm"? Resort and Spa for your annual convention. Please contact either“ me interest in meeting the or in_\‘ stall" to inakc tlic iicccssai)‘ rescn'iitions. [JD EXAMPLE [J organization‘s needs. DSITIVE HE To: Lanna \\'oocls [[email protected]] From: Derick Soltei’ [email protected]] Subject: Ass' tance Planning Exciting Convention in Atlantic City! -.\ \ \\0 Revises subject line after Ms. “brads. clicking "Reply” to communicate enrhusiasmfvrproviding Atlantic City and .-\tlantic- City Resoi't and Spa are the ideal location exceptionaipersonalized service. loi‘ the National Computer Products Associations animal convention. My stall and l can assist you with all your lorlgiiig. conference. and i" fl Highlights specific answe” to entertainment needs. recipient's questions using an Here are the answers to the questions you provided in your email queiy: ii articulate, concise writing style. Show; asintereinterestin the Q: Does yoiu‘ liotel contain a conference center with space for 150 ,equestandthepe,son_ SillE‘Sl10()tl‘lS and three smaller rooms For concurrent sales presenta— lions and press announcements? A: Yes. the Atlantic Cit\' Resort and Spa Conference Center can easilv- - moot imii- needs. \Vv 1m- ii |(l.(lilflAsqnarrkfoot ("mifm'enct—t lacilit} as well as 10 small meeting rooms. /' Addresses the audience’s / center"; using an “Him/me concise min-"g style. r Q: cim tlie coiifcreiic-e hotel pron’de lilock 0mm rooms, preferably at contort-nob mtvs? ”not. arc llu’l‘t’ oilivi‘ Sllit‘dldl‘ lioh‘ls nearby? l l 0 PART THREE. Communication Through Voice, Electronic, and Written Messages tiny-ism my cinmsc Ikammg All mgr-s htwcd Mny ml hccuprcd “iii-iii. l'ililphnlcd. iii whknr iii mm. m: in rhclmnic "gin, 5am: ilimi |nr|y tunlrnl may tic “prime-i lmmihccBu-ik unflnrfnupkrl~| Editorial review ins kcmed inn-iii, wmui min-iii ihcs not mini-mi, "rim it. overall mining cspcrmnct.€cngag mining mum II: "git In mm min-mi mm ii any rm “sustain-ii "grin wilnclnns mqinm ii \ A: Yes. Atlantic City Resort and Spa has 700 bout-i qllE'StyiE‘ rooms that are ayailalile ioi' conferences olVZUO people or more at a 15 percent rate reduction. Q: Does the hotel have the capacity to feed 600 attendees during the three-day event at its iii-house cafes anti restaurants? it“ not, could you please provide a list of iiearti)’ establishments that might meet the needs of attendees for breakiast. lunch. coii'ee, tuitl dinner? A: Atlantic City‘ Resort and Spa provides a unique dining experience in its three restaurants: Tlie Car—Hop Dine): Tlie Keys Grill, and Tlie Blue Cral) Bistro. A coffee bar is located in our lobby'. Just outside the door, in the Boardwalk Plaza, more than a dozen restaurants are within easy walking distance, Q: Could your concierge stntT Provide a list ofattractions mid other venues that attendees might visit dining the conference dates? . Prowdes more useful A: Atlantic City Resort and 51m is Within walking distance ol'the Atlan- in formation that tommunicates genuine interest in the person, and expertise in the area of tic City Aquarium. which houses more than 3,000 species of marine animals. Boardwalk Way is the home of more than a dozcn casinos travel sales. that offer gaining as well as a \'ai'ie of shows and entertainment. The Boardwalk area is known for its lie' hes and related events and acti\ities, including paddle hoarding. kayaking. swimming. and sunbathing. Please call my direct line, (509) 56977780. for more adn'ce on organiz~ ing yoiir exciting event oii the shores oi. the beautiful Atlantic Ocean. Sincerely, Derick Solter, Sales Managcr Atlantic City Resort and Spa ROUTINE MESSAGES ABOUT and flu“ aii ordei‘ that cannot be i‘illetl quickly and pre» ORDERS AND CRED IT ciselyf, companies typically send an acknowledgment message. a document that indicates that aii order has beer] re(eived and is being processed. Typically, acknowl» Routine messages, such as customer order acknowledg- ments. are written dediictivcly. Normally, credit informa- tion is requested and transmitted electronically from the national credit repoiting agencies to companies requestiiig credit references. However. when companies choose to request information directly from other businesses, individual credit requests and responses must be written 6-53 Acknowledging Customer Orders edginent messages are preprinted letters, 0!‘ copies of the sales order. An immediate email message acknowledges a new customer and assures qualityi service, as shovm in Model document 6G. Individualized letters are not cost effective and will not reach the customer in a timely manner. Although the ioriii message is impersonal. cus» toinei's appreciate the order acknowledgment. and in formation on when the order will arrive. N"‘,“f’f""‘“ ”mers’ sncli as initial orders, cus- \Vheii customers place orders for merchandise, they tom orders, and delayed “knu|.d9m."' e met to «let exactlv wlrit the ordered ‘15 ( iiickl as orders re( uire individuaL massage a document that . . possdile. Most orders can he acknowledged by shipping izetl acknmvledginent mes- received and is being processed the order; no message is necessaiy. F ci' an initial order, sages. \Vhen well-Written, x1 ‘ D ‘ , ‘ Y ‘ 1 < Y‘ ’ 1 ' indicates that an order has been CHAPTER 6: Delivering Good— and Neutral—News Messages Cnpyngtil my man Ixatmng All was Buoyed Mliy mil «topics wannd.wduplir1cd.in mi: m m ”in. nu: in chclmni "gin. «in» mm my was.“ my tic suppressed [mm the cBu-ik unanimiptii.i mimmi review in. skemod mam WWW»: mmm don not manually in“. in overall nan-ins “pent.“ Ccngng Looming NM ii. “a. n. Emmi additional tunic.“ ii any time ilsubwnimni "grit licstncinns mime n ll l TOMAK AFOR LETTERMOREPER Ifthe request does not include a form. follow a deductive NA plan in writing the reply: the major idea first. followed by supporting details. Silatip/Shuttavstnck.com D Add more variables to the standard text to tailor the message to the individual. 0 Use personalized envelopes instead of mass-produced mailing labels. When providing credit information, you have air eth- ical and legal obligation to yourself the credit applicant. and the business from which the credit information is requested. You must be able to document any statement you make to defend yourself against a defamation charge. Thus, good advice is to stick with facts; omit any opinions. “I'm sure he will pay promptly" is an opinion that should be omitted. but include the documentable fact that "His payments have always beerr prompt." Can yorr safely say Be sure to spell names correctly. a customer is a gmid credit lisk when all you know is that Produce a higher-quality document by using a good grade ofpaper and a high-quality printer. the customer had a gootl credit record when purchasing from you? 6-5c Extending Credit TWEETING THE C A timely response is preferable for" any business docrr» b Email links, chat about credit. The Equal Credit Opportunity Act (ECOA) requires that a credit applicant be notifie(l of the credit rnent, but it is especially important when communicating rooms, and bul- Ietin boards on corporate web— sites foster dialogue that leads to strong relationships. Today, an increasing number of businesspeople are participating in social exchange networking and o i f‘, 5> E a S 3; . E .: decision within 30 days of receipt of the request or application. The party granting the credit must also disclose the terms of the credit agreement. such as the address for sending or making payments, due dates for" payments, and the interest rate charged. Vl’hcn extending credit. follow these guidelines as you “rite deductively: 1. Open by extending credit and acknowledging shipment ofan order. Because of its importance. the credit aspect is emphasized more than the acknowl- blogging services, such as Twitter (www.twitter edgment of the order. In other cases (in which the .com), to provide updates to customers. ) “Tweet” postings must be brief; messages cannot exceed 140 characters.‘ Such forced brevity might be one reason for the service’s popularity. order is for cash or the credit terms are already clearly understood). the primary purpose of writing might be to acknowledge all order. lf customers are invited to talk, companies must 2. Indicate the basis for the decision to extend credit be prepared to respond with timely, effective— even if brief—messages. and explain the credit terms. Indicating that you ar'e extending credit on the basis of an applicant’s prompt paying habits with present creditors might encourage this new customer to continue these habits with yorr. these messages not only acknowledge the order but also create customer goodwill and encourage the customer to place additional orders. l l 2 3. Present credit policies. Explain policies (cg, credit terms. authorized discounts. and papnent dates). Include any legally required disclosure documents. 4. Communicate a genuine desire to build a strong busi- 6-5b Providing Credit lnlormation ness relationship. Include resale, sales promotional material. and comments that remind the customer Replies to requests for credit information are usually simple—just fill in the blanks and return the document. of the benefits of doing hrrsiness with you and encourage additional orders PARTTHREE. Communication Through Voice, Eiecrromc, and Written Messages Ciqrynglri may mime mums All mm Rama Mny m! Maw-r mama rtduplmlcd. m “Mkurm Wm. Due in clecimmc nghls. sum: rim-l |nr|y mum-r may he snppmmr rm the chuck nnflnrd‘hupkriai Looming mum Ill: nglri m remove wanna rut-rem a in) mm: a suowqmnt "gr.“ retinal-ms require a Editorial renew rm Mind lhalan) “Wm-a cnmcnr the) not mnemrlly mm the overall Icammg expcrmnrt c GOOD XAMPLE FAN lINE ORB RDONFIHMATI N ew Message To: Daria Tihhens [[email protected]] P'UVidesa Wflfm/ personal From: Mark Fry‘ [[email protected]] sub 'ect liner Subject: SoleFull.Com welcomes Daria as a member! I Wekomes the new customer. Hi Daria, “eh-Lime to SolcFullComs wonderlul World (J foot dclightl I'm excited to see that you have enrolled as a member of our sem‘ce. Reiterates the benefits of the service to the (ustamei: With just one order of 320 or- more a month, you will receive points toward a free pair of designer shoes. . Emphasizes the focus on the customer’s needs. SoleFullCom prides itseli on c ’ “tag the latest styles l)_\' top designers from around the world. W) also guarantee that our shoes will meet your quality expectations. If you are not happy with the quality ol'tmmulacturing oi'any m'dcr plcasc n-turn it in us within 30 days and we will put your payment toward your next order. We look forward to your next visit at SoleFullCom and welcome your comments and reflucsts l‘ur specific products and product lincs. Thank you (or trusting us to provide you stylish, yct al'i'nrdalrlc footwear. Best regards. Mark Fly Customer Scrvi cc Manager SoleFull .Com RS. Be sure to watch your mailbox for our Welcome to SoleFullCom's package. which is scnt to all of utir new customers. Yuri will rccoivc a discount for yotir next order as well as other special offers for fashion selections from our unljnc partners. The letter“ in Model document 6C was written to a retailer; however, the same principles apply when writ- Individual consumers might require a more detailed explanation of credit terms. ing to a consumer. Each message should be addressed Companies receive so many requests for credit that in terms of individual interests. Dealers are concerned about markup marketability, and display: consumers are concerned about price. appearance, and durability. the costs of individualizedlettei‘s are prohibitive; therefore. most favorable replies to credit requests ai'e form letters. To personalize theletter, however; the writer should image the CHAPTER 6: Delivering Good— and Neutral—News Messages Copyright may tormr imam; All Rush“ anmd May ml scrum mum-1. truupuraru. |l| wmltnr m yum. Du: u- rucuuarr rights. Wm: third Fury tomcnl may he mpprrmt [mm nu (Btnvk nnflnrflaptrisl Blimnai multw in: fluid uur an, uwmtwu cnmcm dam not mutually aim the overall lemming expctmngm Ccagngc Learning Mus m: agrt u. remove additional mmem a am am tlsubscqll‘m nghu Intact-ans requlm u 1 l 3 [JD EXAMPLE OF LETTER XTE DING CREDIT January 244 2019 \_ Recognizes the dealer for earning credit privilege and gives the reason for the credit extension. Lisa Connors. Manager Trenton Bio“ es 4500 Main Street Includes (redit terms, and Trenton, N] 34-109 encourages taking advantage of disco an t. Dear Ms. Connors: Thanlt you for letting rrs know your April rent will be late. i understand every business has its ups and downs. Tlre demand for Presents reseller with a reminder ofproduct benefits rental bicycles must have beerr a gooti hit lower than expected during and encourages future the cold snap in March. We are confident you will get hack nrr traclt business. once the weather improves. Trenton Bicycles has beer] a dependable and valued customer since 1999; therefore. we an) offering to extend credit until you gt’t hack or] f, your feet. \\'e are offer-trig our“ usual tenns for payment: 3 percent/14 tit.)~s/i\‘t>t so, lfthese are acceptable. please call me at (2.09) 3-16-9073. You are a Includes sales promotion; assumes satisfaction with initial order, and looks confidently for future business. legal and Ethical Considerations Valued tenant. Provides answer to request Sincerely, frame {30 days from reteipt of Torn Perkins credit that will be provident, as for credit within required time request) and mentions terms of Business Manager required by law. —-———— Uses Ietterchannel rather than email to communicate a contractual message. customer’s name, address, amount of the loan, and terms procedures and other instructions as well as changes into the computer file containing the form letter“ informa- related to personnel or the organization. and other internal matters for which a written record is needed. tion. Typically. form messages read something like this: Although such form messages are effective for‘ informing the customer that credit is being extended, they do little to build goodwill and promote future sales, Managers car] personalize form messages so that recipi— ents do not perceive them as canned responses. must be redoner Managers must take special care in @ PROCEDURAL MESSAGES l l4 Instructions to employees must be conveyed clearly and accurately in order to facilitate the (layi-today operations of the business. and to prevent negative feelings that occur when mistakes are made and work writing standard operating procedures to ensure that all employees complete the procedures accurately and consistently Before writing instructions, walk through each stclr Memos or email messages ar'e the most frequently in order to understand it and to locate potential trouble spots. Then attempt to determine how much employees used methods for communicating standard operating already know about the process, and to anticipate any PART THREE. Communication Through Voice, Electronic, and Written Messages (mum may mime rum“; All Rust“ mama May m. bummed uni-ca. radar-Ahmed. m wmlnrrm min. on: u- elaetmnrt "girls. with: third Fifty conical may he mppmmi [mm the cBmk anflnrflaptrlsi Editorial nut-w rm themed um an) uppmswd cnmcnt mt, ml nulcnally aria the overall Icammg expotmnm‘ Ccngngc Learning mm m: "at It! remove addmurml content a any time llsubwqwm nglrtx rumor-ms requrrc a GOOD EXAMPLE A PROCEDURAL EMAIL WITH AN ATTACH To: PetroChem managers NT Includes an attached file of u documentrequiring involved formatting. \ From: Herb Allman. Safety Manager Subject: Animal Safety week. jnne 14719 / Introduces the main Attachment: Safety‘iseminnrfSchedule(doc-x idea. June new is Annual Safety\Veel( at the refinery It is a time for us t() reflect on what we could have done lwtter this_ ear and work on Explains the newprozedllres outlined in the attached file. , improvements. \\ e have planned a series of safety seminars as well as a couple ol‘stn'prises—emergency safety drills—throughout the week. Accidents this year are down 25 percent from last year. That is an improvement. However none ol'ns will be satisfied until we are act-idenrfree. Thank you all in advance for taking time out nfyouibusy schedules to re-foctis otir atteiitioil on safety. Best, Provides a descriptive title Herb Allman, Safety Manager that clearly identifies the procedures. Schedule of Safety Seminars Enumerates to direct attention to each step and Monday lune l4—El11ergency Safety Procedures: 9:0() arm—10:30 aim—Building B. Roorii 200 emphasize the need for Mandatory for all employees sequence. Tuesdtnf june IS—Chemical Storage and Handling: 3:00 plume/1:30 pan? Building B, Root!) 218 Mandatory for laboratory technicians \\"ecltres(lttyf June HFPressure and Heat Gatlge Safety: 1:0() p.m 00 p.|n.— Building A. Main floor Begins each item with in action verb (0 help 7 Mandatory for‘ leaders, machine operators, machine technicians Thursday" June ITFReviewing 1997 Stilenr' Records: / 1:00 pan-2:00 pan—Building B. Rontn 218 - - employees visualize comPIE‘ing P'ofeduresIncludes the date ofthe last . _ revlslon to ensure Curren‘y- Mandatory for all supervisors and foremen Friday june lSfF'n'e and Spill Safety Review: 3:00 [MIL—«1:30pin—Building B. Roniii “218 ltlandatoiy fol“ all supervisors and foremen CHAPTER 6: Delivering Good— and Neutral—News Messages cunt-gm 11m any“ Ixarnlng All mm Rammed Mny ml Ik‘cuprcd “ma lnluplxmcd. m whilct»! m “in. Due in rhclmni "gt-n. mm llmd my eunlcnl may he supprcwcti [mm lhcckmk unflam‘hupkrul miiunn mucw lm Amntd that an) “when rnment am ml "than", min in nvemll Icammg expcrmnrtchngngc Learning resting in my)! in remove additional mmem n an, time New“... nghts Nanci-ms mm in 1 l 5 particular order. If the order of steps is not impor» tant. use bullets rather than numbers. DEAR [TITLE] [LAST NAM D Trueman's Electronics is pleased to extend credit privileges to you. Initially, you may purchase up 3. Consider preparing a flow chart depicting the pro- cedures. The cost and effoit involved in creating to [CREDIT LIMIT] worth of merchandise. Our a sophisticated flow chart might be merited for“ credit terms are [TERMS]. We welcome you as extremely important and complex procedures. For a credit customer at Trueman's Electronics and look forward to serving your needs for the latest electronics devices designed and manufactured by the world's top companies. example, take a look at the flow chait in Figure 10.7, which demonstrates the stelas in the project iiianagiiient process. 4. Complete the procedure by following your instructions step-by-step. Correct any errors that yoil locate. questions or problems. Then, as yorl write instructions 5. Ask a colleague or employee to walk through the that require more than a fe\v simple steps. follow these guidelines: procedures. This walk through will allowv you to identify ambiguous statements, omissions of relevant information, and other sources of potential 1. Begin each step with an action statement in order to create a vivid picture of the employee completing problems. the task. Using an action] verb and the understood subject, you. is more vivid than a sentence written in the passive voice. For example. a loali officer attempting to learn new procedures for" evaluat- ing new venture loans can more easily understand "identify assets available to collateralize the loan" than “assets available to collateralize the loan should be identified." 2. Itemize each step on a separate line to add emphasis and to slmpllfy reading. Number each step to indi~ cate that the procedures should be completed in a STUDY TOOLS T T6 Consider the seemingly simple task of inform— ing employees about safety training seminars. The safety manager might send a message “Sign up for a safety seminar ASAP." Incomplete verbal instructions (reported in haste) could lead to confusion about the training requirement and further questions. The clear, consistent message in Model document 61 was prepared after the manager anticipated employee questions about the upcoming seminars. The schedule is sent as an email attachment and posted 011 the company intranet for easy reference. ACCESSIBLE IN MINDTAP 3 Review Key Term flashcards and create your own Complete the Apiia Chapter Assignment [HEATED AT THE BACK OF THE TEXTBUUK TestYour Knowledge with Practice Quizzes I] Tear-Out Chapter Review Card Ifiew chapter model documents [I Grammar, Usage, and Style Appendices Access supplemental grammar resources PART THREE. Communication Through Voice, Eiectronic, and Written Messages Copynghi lllllt‘enpigc rum." All Rigid; nmca May ml occupied calm-ml. ltrluplrnlcd. m wlnlcnnn yum. Due in election: "girls. 54mm mm my conical me} Iv: sum-ma lnnnihccflmk and/orflmplcriu Editorial mvitw 1m Maid mm any urn-mm conical am not mienelly mm the overall Icummg expflx‘nm. Car-gust Learning mum/u m: nan in mm additional rev-mm m an) mm tr snowmen! rights mtlncmm require it