Building Goodwill through You-Attitude

2. To learn how to Begin building goodwill. Continue to adapt your message to the audience. Emphasize what the reader wants to know. See another point of view. You-Attitude

3. Start by answering these questions: How do I create you-attitude in my sentences? Does you-attitude basically mean using the word you? I’ve revised my sentences. Do I need to do anything else? You-Attitude

4. You-Attitude • You-attitude is a style of writing that: • Looks at things from the reader’s point of view. • Respects the reader’s intelligence. • Protects the reader’s ego. • Emphasizes what the reader wants to know. • You-attitude is a concrete way to show empathy and the foundation of persuasion.

5. Talk about the reader. Don’t discuss feelings, except to offer congratulations. In positive situations, use you more than I. Use wewhen it includes the reader. Avoid you in negative situations. To Create You-Attitude

6. You-Attitude Examples • Talking about the Reader, Not Yourself: • Readers want to know how they benefit or are affected. • Ex: • Lacking: Weare shippingyour order of September 21 this afternoon. • Better: The two dozen Corning Ware starter sets you orderedwill be shipped this afternoon and should reach youby September 28. • even if the sentence contains the word you word it might lack you-attitude. • The reader is less interested in when we shipped the order than in when it will arrive. • "should reach you by“ leaves room of variation. • If you don’t have accurate inof. give source and destination. Or even name of shipping comp. then the user can follow.

7. You-Attitude Examples • Don't Talk about Feelings, Except to Congratulate • In business your feelings are irrelevant and should be omitted. All the reader cares about is the situation from his or her point of view. • Ex1: • Lacking: We are happyto extend you a credit line of $5,000. • Better: You can now chargeup to $5,000 on your American Express Card.

8. You-Attitude Examples continued • Don't talk about the reader's feelings, either. • Ex2: • Lacking: You’ll be happyto hear that your scholarship has been renewed. • Better: Congratulations! Your scholarship has been renewed.

9. You-Attitude Examples continued • Avoid You in negative situations. • avoid blaming the reader, Talk about the group to which the reader belongs. • Ex: • Lacking: You failed to sign your check. • Better: Your checkwas not signed.

10. Does you-attitude basically mean using the word you? • No • All messages should use you-attitude, but the words to achieve it will change depending on the situation. • In a positive message, focus on what the reader can do. • Q) "We give you" lacks you-attitude, why? • Avoid you when it criticizes the reader or limits the reader’s freedom.

11. You-Attitude in Different Situations continued • In a job application letter, show how you can help meet the reader’s needs, but keep the word youto a minimum.

12. To Create Goodwill with Content • Be complete. • Anticipate and answer questions readers are likely to have. • For information the reader did not ask for, show why it is important. • Show readers how the message’s subject affects them.

13. For Goodwill with Organization • Put information readers are most interested in first. • Arrange information to meet your reader’s needs, not yours. • Use headings and lists so that the reader can find key points quickly.

14. To Create Goodwill with Content • Organization of the message is an important to build goodwill. How? • Put information -readers are most interested in- first. • Arrange information to meet your reader’s needs, not yours. • Use headings and lists so that the reader can find key points quickly. • Since we have good news for the reader, we should put that information first. • The message should be clear, easy to read, and friendly. • Q) Write a message to your department head.

15. Unit Two End of Module 6