Chapter 09: Crafting Informative and Positive Messages PDF

Because learning changes everything. ® Chapter 09 Crafting Informative and Positive Messages Business depends on effective communication. Business Communication Thirteenth Edition Kitty O. Locker, Jo Mackiewicz, Jeanine Elise Aune, Donna S. Kienzler © 2023 McGraw Hill,...

Because learning changes everything. ® Chapter 09 Crafting Informative and Positive Messages Business depends on effective communication. Business Communication Thirteenth Edition Kitty O. Locker, Jo Mackiewicz, Jeanine Elise Aune, Donna S. Kienzler © 2023 McGraw Hill, LLC. All rights reserved. Authorized only for instructor use in the classroom. No reproduction or further distribution permitted without the prior written consent of McGraw Hill, LLC.  Learning Objectives 9-1 Explain the purposes of informative and positive messages. 9-2 Describe strategies for building goodwill. 9-3 Implement best practices for organizing informative and positive messages. 9-4 Implement best practices for subject lines in informative and positive messages. 9-5 Implement best practices for ending informative and positive messages. 9-6 Implement best practices for organizing transmittals and summaries. © McGraw Hill, LLC 2  Informative and Positive Messages Informative and positive message are the most common messages in organizations Informative: When we expect the receiver’s basic reaction will be neutral Positive: When we expect the receiver’s reaction will be positive Neither message asks the receiver to do anything © McGraw Hill, LLC 3  Purposes of Informative and Positive Messages Access the text alternative for these images © McGraw Hill, LLC 4  Build Goodwill in Informative and Positive Messages Focus on benefits Frame benefits Connect with the audience Avoid information overload © McGraw Hill, LLC 5  Focus on Benefits Do not need benefits Need benefits Presenting factual information Presenting policies. only. Shaping audience’s attitudes Audience’s attitude toward the toward the information or toward information doesn’t matter. organization. Benefits may make the audience Stressing benefits presents the seem selfish. audience’s motives positively. Benefits are so obvious that to Presenting benefits that may not restate them insults the be obvious. audience’s intelligence. © McGraw Hill, LLC 6  Frame Benefits Access the text alternative for these images © McGraw Hill, LLC 7  Connect with Your Audience Access the text alternative for these images © McGraw Hill, LLC 8  Organizing Informative and Positive Messages Access the text alternative for these images © McGraw Hill, LLC 9  Pointers for Subject Lines Make it short and concise. Make it appropriate for the organization. Use important information in the subject line. Put good news in the subject line. Name drop to make a connection. Make email sound easy to deal with. Provide new subject lines for new topics. Use specific dates. Make sure the automatic subject line is still appropriate when you reply to a message. © McGraw Hill, LLC 10  Ending Informative and Positive Messages 1. Create a goodwill ending that focuses on the business relationship. If you have omitted details and proof, tell readers where to get more information. If it is a long message, summarize your basic point. If it is a short message containing all the information readers need, refer directly to the reader or reader’s organization or just stop. 2. Be specific to the audience. For example, When you write to someone who represents an organization, the last paragraph can refer to your company’s relationship to the reader’s organization. When you write to a group (e.g. to “All Employees”), your ending should apply to the whole group. © McGraw Hill, LLC 11  Organizing a Transmittal Access the text alternative for these images © McGraw Hill, LLC 12  Organizing a Summary Access the text alternative for these images © McGraw Hill, LLC 13  What questions do you have? © McGraw Hill, LLC 14  End of Main Content Because learning changes everything. ® www.mheducation.com © 2023 McGraw Hill, LLC. All rights reserved. Authorized only for instructor use in the classroom. No reproduction or further distribution permitted without the prior written consent of McGraw Hill, LLC.