directness in good-news and neutral message
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Directness in Good-News and Neutral Message. Teacher – Shahed Rahman. ADJUSTMENT GRANTS. Good news in adjustment grant justifies directness. In a positive situations a message written in the direct order is appropriate Considering Special Needs . Considering Special Needs. - PowerPoint PPT PresentationTRANSCRIPT
TEACHER – SHAHED RAHMAN
Directness in Good-News and Neutral Message
ADJUSTMENT GRANTS
Good news in adjustment grant justifies directness.
In a positive situations a message written in the direct order is appropriate Considering Special Needs
Considering Special Needs
You begin directly with the good news answer.
Refer to the message you are answering
Two special needs Need to Overcome Negative
Impressions Negative impression remain; so overcome
them. Experience has not been pleasant Using the words that produce positive effects Overcome through positive writing Even apologies may be negative Do not unnecessarily recall the bad situation Stop using negative words – mistake, difficulty
and misunderstanding
Considering Special Needs
Need to Regain Lost Confidence Regain lost confidence
through convincing explanation
Its always depends on the situation
Need to survey the situation.
Make sure its ethical and supported by truth.
Explain the corrective actions
5 Steps Considering the Special Needs
1. Begin directly with the good news 2. Incidentally identify the
correspondence that you are answering3. Avoid negatives that recall the
problem 4. Regain lost confidence through
explanation or corrective action5. End with friendly positive comment
Contrasting Adjustments
A slow and Negative TreatmentThe Direct and Positive Technique
MAKE SURE YOU READ THE EXAMPLE IN THE BOOK !!!!!
ORDER ACKNOWLEDGMENTS
Acknowledgments are sent to let people who order goods know the status of their orders.
Businesses usually acknowledge orders with form notes but they sometimes use letters.
Acknowledgments can serve to build good will.
Many companies use computer generated message for such situations
ORDER ACKNOWLEDGMENTS
Using Directness and Goodwill Building Start with the good news - that you shipped the goods Directness and goodwill mark the message Mr. Brown your product should reach you in a day or
two. Check the sample letter in page 133 Sending receipt will build a goodwill.
Being Tactful in Shipment Delays When goods must be delayed, handle this news
tactfully In vague orders, request the needed information
positively Emphasize receipt of the items in back orders We cant ship the inkjet cartridges until the 9th We will rush the inkjet cartridges to you as soon as
our stock is replenished by a shipment due May 9
Main points of Order Acknowledgments
Give status of order, acknowledging incidentally
Include some goodwill- sales talk, reselling, or such.
Include a thank-you.Report frankly or handle
tactfully problems with vague or back orders.
CONTRASTING ACKNOWLEDGMENTS
Slow Route to a Favorable Message Fast Moving Presentation of the Good News
PLEASE READ THE EXAMPLES FROM BOOK !!!!!
CLAIMS
Using Directness for Bad News Claims are written to collect for damages Use directness for this bad news because
The reader wants to know what went wrong with their product or service
It adds strength – enhances the likelihood of success
Identify the Problem in a Direct Beginning Need to identify the transaction involved You can put it in Subject Subject: Damaged Condition of fire
extinguishers on arrival, your invoice C13144
CLAIMS
Stating The Problem Directly State the problem clearly in the
beginning Example : The model H freezer ( Serial
No. 713129) that we bought from you September 17 suddenly quit working, ruining $517 of frozen foods in the process
Giving Choice in Correcting Error Handling the claim by either stating
what you want or letting the reader decide
Money back or replacement Most business people want to do the
right thing
CLAIMS
Overcoming Negativeness with a Friendly Close Your closing words should show your
cordial attitude Thank you in advance I would be grateful if you could get the
new merchandise to me in time for my Friday sale.
Outlining The Claim Message
Begin Directly. What is Wrong Identify the situation ( Invoice
number, Product Information etc. ) in the text or in a subject line.
Present enough of the facts to permit a decision.
Seek corrective action. End positively – friendly but
firm.