7: Writing Routine and Positive Messages

1. 7: Writing Routine and Positive Messages

2. Chapter 7: Learning Objectives • Effective strategy for writing routine business requests, replies and positive messages • Types of routine requests, replies and positive messages

3. Tips for Success “When we write at work, it is often about action. … Most people appreciate it when you tell them directly what you want, how it affects them, and why it is important to do it. At the same time, … we also have to build or maintain a positive relationship with the reader. A positive impression will help you get the action you want.” -Fred G. Withers, Managing Partner, Ernst & Young

4. Routine Request Examples

5. The Direct Approach

6. -Use a courteous tone -Be specific and precise -Assume reader compliance -Avoid personal introductions -Use questions and polite requests Asking for Information or Action -Explain -Offer benefits -Ask questions -Request specific action -Provide contact information -Promote goodwill

7. Use a courteous tone Be specific and precise Assume reader compliance Avoid personal introductions Use questions and polite requests Making Claims and Requesting Adjustments -Explain -Offer proof -Ask questions -Request specific action -Provide contact information -Promote goodwill

8. Use a courteous tone Be specific and precise Assume reader compliance Avoid personal introductions Use questions and polite requests Business Orders -Explain -Give info -Provide contact information -Promote goodwill

9. Other Tips • Instructions should be numbered • Actions to be taken and procedures should be placed in a list, not in a paragraph. • Important details should be highlighted or underlined • Emphasize action by beginning instructions with verbs

10. Procedures and Instructions

11. Requests for information and action-explain problems, give details, provide backup info, request action. • Granting claims and requests for adjustments • Informative messages-state purpose, details, courteous close • Announcing good news-Use the direct approach • Messages that promote goodwill-be sincere, honest, and factual • Procedures-Use a list, bullet points or numbered points • Recommendations and references- Explain why you are writing, give details, close cordially. Routine Replies and Positive Messages

12. The Direct Approach

13. Procedures and Instructions

14. Real-World Applications When organizing request messages, why is it important to know whether any cultural differences exist between you and your audience?

15. Real-World Applications Your company’s error cost an important business customer a new client; you know it and your customer knows it. Do you apologize, or do you refer to the incident in a positive light without admitting any responsibility?

16. Real-World Applications Every time you send a direct-request memo to Ted Jackson, he delays or refuses to comply. Should you send Jackson an email to ask what’s wrong? Complain to your supervisor about Jackson’s uncooperative attitude? Arrange a face-to-face meeting with Jackson? Bring up the problem at the next staff meeting?

17. 8: Writing Negative Messages

18. Chapter 8: Learning Objectives • Using the direct and indirect approach to convey negative news • Apply the three-step writing process to negative messages • Sending negative messages on routine business matters • Conveying negative organizational news • Responding to negative information in a social media environment.

19. Tips for Success “Social media is a powerful crisis management tool, but only if you have been using it when you are not in crisis mode, too. It’s real engagement, not campaign-based marketing. And in a crisis, it will be easy to see which is which.” -Matt Rhodes, Client Services Director, FreshNetworks

20. Using the Direct Approach for Negative Messages

21. Using the Direct Approach for Negative Messages State news directly Focus on news, not failings Remind reader of why you are writing

22. Using the Direct Approach for Negative Messages Tailor to the audience and the needs of the business Apologies can carry legal weight

23. Using the Direct Approach for Negative Messages Alternatives Actions

24. Using the Three-Step Writing Process for Negative Messages

25. Planning Negative Messages Non-offensive Non-emotional Good and bad news Direct Routine Expected In-house Indirect Select the correct approach

26. Writing Negative Messages • Write clearly and sensitively • Establish credibility • Convey respect • Avoid accusing • Use a positive tone

27. Completing Negative Messages Deliver messages promptly Revise carefully Eliminate mistakes

28. Using the Indirect Approach for Negative Messages

29. Using the Indirect Approach for Negative Messages • Sincere • Relevant • Not misleading • Neutral • Respectful • Succinct • Assertive • Brief

30. Using the Indirect Approach for Negative Messages • Cover positive points first • Move to less positive points next • Provide sufficient details • Highlight reader’s benefits • Minimize company policy • Avoid apologizing • De-emphasize the bad news • Use a conditional statement • Focus on the positive • Be clear

31. Using the Indirect Approach for Negative Messages • Maintain a positive tone • Limit future correspondence • Be optimistic about the future • Remain sincere and confident

32. Sending Negative Messages on Routine Business Matters

33. Making negative announcements on routine business matters Indirect approach • Modify customer expectations • Explain resolution • Repair damage Refusing routine requests Direct approach • Give a clear negative response • Avoid generating negative feelings Making Negative Announcements on Routine Business Matters

34. Handling bad news about transactions Direct or indirect depending on the level of complication • Modify customer expectations • Explain resolution • Repair damage Refusing claims and requests for adjustment Indirect approach • Avoid taking responsibility • Avoid blaming the customer • Avoid antagonizing customers, even hostile ones Making Negative Announcements on Routine Business Matters

35. Match your approach to the situation • Consider the unique needs of each group • Minimize surprise • Plan and manage a response • Be positive, but not falsely optimistic • Seek expert advice • Use multiple media Sending Negative Organizational News

36. Responding to Negative Information in a Social Media Environment

37. Real-World Applications If company policy changes, should you explain those changes to employees and customers at about the same time, or should you explain to the employees first? Why? Let’s discuss!

38. Real-World Applications Is intentionally de-emphasizing bad news the same as distorting graphs and charts to de-emphasize unfavourable data? Why or why not? Let’s discuss!