The Different types of Business messages are listed here - of course with examples. It is useful for those who want to have examPles of the 4 types of Messages with reference to Business Communication.
7 Writing Routine and Positive MessagesLEARNING OBJECTIVESAfte.docxblondellchancy
7 Writing Routine and Positive Messages
LEARNING OBJECTIVES
After studying this chapter, you will be able to
1. Outline an effective strategy for writing routine business requests
2. Describe three common types of routine requests
3. Outline an effective strategy for writing routine replies and positive messages
4. Describe six common types of routine replies and positive messages
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Communication Matters . . .
“To succeed, I don’t need to be Shakespeare; I must, though, have a sincere desire to inform.”
—Warren Buffett, legendary investor and chairman of Berkshire Hathaway
Warren Buffett’s financial acumen has made him and many of his shareholders wealthy, but he is recognized almost as widely for his communication skills. His letters, essays, and annual reports communicate complex financial topics in simple language his readers can easily understand. His approach is simple: Even for a document that will be read by thousands of people, he visualizes a single person (often one of his sisters) as his audience. He treats this audience member as an intelligent human being, but as someone who doesn’t have the same level of experience with the subject matter he has. From there, he proceeds to organize and write his messages in a way that clarifies all the essential information and doesn’t try to impress or obscure with complicated language.1 Whether you’re posting a status update on a team blog or producing a report for an audience of thousands, Buffett’s approach is a great example to follow.
Warren Buffett often deals with complex financial issues in his line of business, but he has cultivated the ability to express even complicated subjects in clear, simple language that seeks to inform rather than to impress.
Louis Lanzano/Associated PressStrategy for Routine Requests
Much of your daily business communication will involve routine and positive messages, including routine requests for information or action, replies on routine business matters, and positive messages such as good-news announcements and goodwill messages, from product operation hints and technical support to refunds and ordering glitches. These messages are the focus of this chapter. Chapter 8 covers messages in which you convey negative information, and Chapter 9 addresses persuasive messages.
Making requests is a routine part of business. In most cases, your audience will be prepared to comply, as long as you’re not being unreasonable or asking people to do something they would expect you to do yourself. By applying a clear strategy and tailoring your approach to each situation, you’ll be able to generate effective requests quickly.
For routine requests and positive messages,
· State the request or main idea
· Give necessary details
· Close with a cordial request for specific action
Like all other business ...
Eng 209WI Hurley 1 1.0 USING THE THREE-STEP PROC.docxYASHU40
Eng 209/WI
Hurley 1
1.0 USING THE THREE-STEP PROCESS FOR WRITING
BAD NEWS MESSAGES
Communicating negative news is a fact of life for all business professionals, from rejecting job
applicants to telling customers that shipments will be late to turning down speaking invitations.
Bad news messages are challenging to write because we know our readers will not be happy to
receive the news. These messages say "no" to the reader:
No, you will not get your loan
No, you aren't being hired
No, you didn't get the scholarship
No, you aren't accepted into the college of business
No, I can't give a donation
No, I can't help you
No.
Bad news means the reader will not be able to accomplish his/her goals. For example, without a
loan, a student may have to postpone plans to graduate on time because now the person has to go
to work to raise the money. The homeless shelter that doesn't get your donation now has to worry
about how it's going to feed its clients.
But news can't always be good. In life, we do have to reject less-qualified applicants, we don't
have unlimited funds to give money to every deserving charity, and we can't always fill a
customer's request on time.
When we need to say "no" to our readers, we usually mean "not under these circumstances." "No"
now isn't necessarily "no" forever. If the student were to get a co-signer, he/she might be able to
get the loan after all. Perhaps we'll be able to send a donation to the homeless shelter next month,
after we've paid our own bills first.
So how do we give bad news without destroying our business relationship? You can see in list at
the top of this page that stating bad news directly can often be very damaging and unnecessarily
hurtful. When you need to deliver bad news, you have five goals:
1. to convey the bad news
2. to gain acceptance for it
3. to maintain as much goodwill a possible with your audience
4. to maintain a good image for our organization
Writing Bad News Messages
Eng 209/WI
Hurley 2
5. if appropriate, to reduce or eliminate the need for future correspondence on the matter.
Five goals are clearly a lot to accomplish in one message. However, by learning some simple
techniques, you can develop negative messages that reduce the stress for everyone involved and
improve the effectiveness of your communication efforts.
1.1 Step 1: Plan Your Message
When planning your message, you can't avoid the fact that your audience does not want to hear
what you have to say. To minimize the damage to business relationships and to encourage the
acceptance of your message, analyze the situation carefully to better understand the context in
which the recipient will process your message.
Be sure to consider your purpose thoroughly – whether it's straightforward (such as rejecting a
job application) of more complicated (such as creating a negative performance review, in which
you not only give t ...
1Bad News Writing sensitive or negative messages .docxnovabroom
1
Bad News
Writing sensitive or negative messages requires careful
thought. You must decide how direct or indirect your
message should be and then choose words that maintain a
professional relationship despite the problems
Research has shown that people form their impressions
and attitudes very early when reading. At the same time,
bad news is easier to accept when the reasons behind it are
explained first
2
Bad News
For this reason, presenting bad news indirectly is often
more effective than presenting it directly, especially if the
stakes are high
Furthermore, when drafting international correspondence,
keep in mind that many cultures are much less direct in
their communications than Americans
3
Make your
decision clear
Help your
audience accept
the message
Maintain a
goodwill
relationship
Prevent further
unnecessary
discussion
Preserve the
company’s image
Protect the
company against
lawsuits
4
Goals
5
Refusing
When you receive a request to which you must give a
negative reply, you may need to write a refusal message
containing bad news—something your reader does not
want to receive
Refusals often vary with what is at stake for the writer or
the reader
6
7
Context
("buffer")
Explanation Bad News
Goodwill
Close
Refusing
Context
The opening (often called a "buffer") should provide a
context for the subject and establish a professional tone
8
Context
9
Neutral
Relevant
Supportive
Interesting
Short
What is the goal of a buffer statement
in a bad-news message?
a. To establish or strengthen the
reader-writer relationship
b. To apologize for the bad news
c. To summarize the bad news
d. To hint at the bad news
Context
10
Neutral
Relevant
Supportive
Interesting
Short
What is the goal of a buffer statement
in a bad-news message?
a. To establish or strengthen the
reader-writer relationship
b. To apologize for the bad news
c. To summarize the bad news
d. To hint at the bad news
Explanation
The explanation should review the details or facts that lead
to the refusal. Give the negative message simply, based on
the facts. Do not belabor the bad news or provide an
inappropriate apology
11
Explanation
12
Stress reasons that benefit others
State reasons using positive language
Explain the rationale for the “company policy”
Present strongest reasons first
Bad News
Neither the details nor an overdone apology can turn bad
news into something positive. Your goal should be to
establish for the reader that you have been reasonable
given the circumstances. You need to organize the
explanation carefully and logically
13
Bad News
14
Present bad news as a logical outcome
State the bad news in positive and impersonal language
Do not apologize unless you’re at fault
Make the refusal definite
Goodwill Close
The closing should establish (or reestablish) a positive
relationship through goodwill or helpful informat.
Instructions for Submissions thorugh G- Classroom.pptxJheel Barad
This presentation provides a briefing on how to upload submissions and documents in Google Classroom. It was prepared as part of an orientation for new Sainik School in-service teacher trainees. As a training officer, my goal is to ensure that you are comfortable and proficient with this essential tool for managing assignments and fostering student engagement.
Unit 8 - Information and Communication Technology (Paper I).pdfThiyagu K
This slides describes the basic concepts of ICT, basics of Email, Emerging Technology and Digital Initiatives in Education. This presentations aligns with the UGC Paper I syllabus.
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Impact of Ethnobotany in traditional medicine,
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Role of Ethnopharmacology in drug evaluation,
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Welcome to TechSoup New Member Orientation and Q&A (May 2024).pdfTechSoup
In this webinar you will learn how your organization can access TechSoup's wide variety of product discount and donation programs. From hardware to software, we'll give you a tour of the tools available to help your nonprofit with productivity, collaboration, financial management, donor tracking, security, and more.
The Roman Empire A Historical Colossus.pdfkaushalkr1407
The Roman Empire, a vast and enduring power, stands as one of history's most remarkable civilizations, leaving an indelible imprint on the world. It emerged from the Roman Republic, transitioning into an imperial powerhouse under the leadership of Augustus Caesar in 27 BCE. This transformation marked the beginning of an era defined by unprecedented territorial expansion, architectural marvels, and profound cultural influence.
The empire's roots lie in the city of Rome, founded, according to legend, by Romulus in 753 BCE. Over centuries, Rome evolved from a small settlement to a formidable republic, characterized by a complex political system with elected officials and checks on power. However, internal strife, class conflicts, and military ambitions paved the way for the end of the Republic. Julius Caesar’s dictatorship and subsequent assassination in 44 BCE created a power vacuum, leading to a civil war. Octavian, later Augustus, emerged victorious, heralding the Roman Empire’s birth.
Under Augustus, the empire experienced the Pax Romana, a 200-year period of relative peace and stability. Augustus reformed the military, established efficient administrative systems, and initiated grand construction projects. The empire's borders expanded, encompassing territories from Britain to Egypt and from Spain to the Euphrates. Roman legions, renowned for their discipline and engineering prowess, secured and maintained these vast territories, building roads, fortifications, and cities that facilitated control and integration.
The Roman Empire’s society was hierarchical, with a rigid class system. At the top were the patricians, wealthy elites who held significant political power. Below them were the plebeians, free citizens with limited political influence, and the vast numbers of slaves who formed the backbone of the economy. The family unit was central, governed by the paterfamilias, the male head who held absolute authority.
Culturally, the Romans were eclectic, absorbing and adapting elements from the civilizations they encountered, particularly the Greeks. Roman art, literature, and philosophy reflected this synthesis, creating a rich cultural tapestry. Latin, the Roman language, became the lingua franca of the Western world, influencing numerous modern languages.
Roman architecture and engineering achievements were monumental. They perfected the arch, vault, and dome, constructing enduring structures like the Colosseum, Pantheon, and aqueducts. These engineering marvels not only showcased Roman ingenuity but also served practical purposes, from public entertainment to water supply.
This is a presentation by Dada Robert in a Your Skill Boost masterclass organised by the Excellence Foundation for South Sudan (EFSS) on Saturday, the 25th and Sunday, the 26th of May 2024.
He discussed the concept of quality improvement, emphasizing its applicability to various aspects of life, including personal, project, and program improvements. He defined quality as doing the right thing at the right time in the right way to achieve the best possible results and discussed the concept of the "gap" between what we know and what we do, and how this gap represents the areas we need to improve. He explained the scientific approach to quality improvement, which involves systematic performance analysis, testing and learning, and implementing change ideas. He also highlighted the importance of client focus and a team approach to quality improvement.
Operation “Blue Star” is the only event in the history of Independent India where the state went into war with its own people. Even after about 40 years it is not clear if it was culmination of states anger over people of the region, a political game of power or start of dictatorial chapter in the democratic setup.
The people of Punjab felt alienated from main stream due to denial of their just demands during a long democratic struggle since independence. As it happen all over the word, it led to militant struggle with great loss of lives of military, police and civilian personnel. Killing of Indira Gandhi and massacre of innocent Sikhs in Delhi and other India cities was also associated with this movement.
3. Bad-News MessagesBad-News Messages
What are the bad messages?What are the bad messages?
Bad messages are those messages that a reader findsBad messages are those messages that a reader finds
disappointing or unfavorable or unsolicited negativedisappointing or unfavorable or unsolicited negative
messages.messages.
There are two broad categories of such messages:There are two broad categories of such messages:
1.1. Negative Replies to RequestsNegative Replies to Requests
2.2. Unfavorable Replies to RequestsUnfavorable Replies to Requests
4. Bad-News MessagesBad-News Messages
Negative Replies to Requests
a) Answering Non-Sales-Related Inquiries When the Information is
Undesirable
b) Refusing Adjustments on Claims and Complaints
c) Refusing Credit Applications
d) Acknowledging Orders You Cannot Fill Now or at All
e) Declining Invitations and Requests for Favors
5. Bad-News MessagesBad-News Messages
Unfavorable Unsolicited Messages
1) Announcing Bad News About Price or Services
2) Penalizing for Nonconformity to Rules or Procedures
3) Conveying other Bad News (admitting mistake/errors, resignations, etc.)
6. Bad-News MessagesBad-News Messages
Essentials of Preparing a Bad-News Message
1. The Right Attitude
In negative messages, your tone will help determine your effectiveness. The right attitude
will improve the tone and thus the effectiveness of the message.
In order to maintain right attitude, following suggestions are to be kept in mind for writing
bad-news letters and memos:
• Put yourself in readers message
• Avoid using company rules or policies with no further explanations
• Assume that customer wants to do the right thing even though he or she may be
mistaken.
• Single people out when you praise them; put them in a group when you criticize.
• Be courteous and shield the reader’s pride
• Talk with, not down to, reader
7. Bad-News MessagesBad-News Messages
Plans for Bad-News Messages
Whenever you write bad-news messages, whether you are replying to
a request or initiating an unsolicited message, you have two choices:
1. Indirect Organization Format: Buffer, explanation, decision,
positive close
2. Indirect Organization Format: Buffer, short explanation, decision,
longer explanation, positive close.
8. Bad-News MessagesBad-News Messages
Indirect Plan
Buffer: The buffer should be pleasant, relevant, neutral in tone; avoid misleading the
reader into thinking the news is good
The following are the ways to begin bad-news letters:
a) Agreement: Agree with your reader on something, if possible (perhaps business
conditions, costs, or any other pertinent item)
b) Appreciation: Thank the reader (for check, information, application, request,
inquiry, cooperation, or whatever applies)
c) Assurance: Assure the reader of your careful consideration and honest
explanation of all available facts about problem.
d) Compliment: Try to compliment the reader on something good about his or her
past record or request (sincerity, careful listing of facts, or other)
9. Bad-News MessagesBad-News Messages
e) Cooperation: Show a sincere desire to be helpful as possible.
f) Good News: If you can grant any part of a request, and you think your
reader will be pleased, begin with that good news.
g) Neutral Courtesy: Keep your opening paragraphs non-committal. For
instance if you must announce a price increase or service decrease, use
a neutral word such as “change.”
h) Understanding: Show you understand or sympathize with the reader’s
problem.
10. Bad-News MessagesBad-News Messages
2. Explanation and Analysis: Includes honest, convincing reasons why the
matter must be handled differently from the way reader wants it. The
explanation can also be given after the bad-news.
Important points to remember while writing giving explanation are:
a) Try to convince reader you are acting in his or her best interests in the
long run or according to the policy enforced equally for all. Also avoid
reasons that suggest benefit only to your firm.
b) Explain courteously all relevant facts behind your decision. Mention first
the favorable factors, then the less favorable ones.
c) Show that the request has been carefully considered for reader’s benefit
as well as your company’s.
11. Bad-News MessagesBad-News Messages
3. Decision, Implied, or Expressed, with Resale and/or Helpful
Suggestions: To make decision clear, positive, and concise, you have
these alternatives:
a) If the reasons are so clear that your reader will conclude you must
refuse the request, you can omit negatives entirely and make the bad-
news decision clear by implication.
a) If an implied decision might be misunderstood, express your decision
clearly near the end of the explanation. Be careful not to mislead or
otherwise cause uncertainty regarding your decision.
a) If you can offer a constructive suggestion, counterproposal,
compromise, or alternative course of action. By emphasizing what can
be done, you may clearly imply what cannot be done without actually
using the negative language.
a) If desirable, resell the reader on your company’s services or policies.
12. Bad-News MessagesBad-News Messages
Friendly Positive Close: Ending should be positive, with reader-friendly
requests, assurances, and reader friendly benefits.
a) Offer assurances that you appreciate the reader as a customer (or
as an interested inquirer and possible future customer)
a) Invite future patronage, cooperation, suggestions, or compliance
with the decision. Include mild, no-pressure sales promotional
material if you think reader would respond favorably.
a) Make clear whatever action is required, when do it, and how to do it
easily if you need reader’s approval or if the reader must take action.
a) Express continued interest, services, and reader benefit, or sincere
wishes for the reader’s success with alternatives.
13. Bad-News MessagesBad-News Messages
Direct Plan
Although indirect bad-news plans are most commonly used for sending unfavorable
messages, certain situations may warrant the direct approach. The writer’s choice depends
on context and on particular circumstances.
The direct approach may be effective in the following situations:
A routine matter on which reader is likely not to be seriously disappointed or emotionally
involved, especially a message between the employees of two business firms or within the
same firms.
A reader who knows to prefer reading the bad-news in the first paragraph.
As urgent message that should be called to reader’s attention forcefully, as in the late stage
of a collection procedure.
If writer decides to use direct approach, the pattern is same as the direct good-news plan,
except that the opening contains bad instead of good news.
• Bad-news decision (with or without brief buffer)
• Explanation
• Appropriate, courteous ending.