effective communication for colleges, 11 th ed., brantley & miller 2008©chapter 5 – slide 1...
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Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©Chapter 5 – Slide 1
Good News and Neutral News
Messages
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©Chapter 5 – Slide 2
Learning Objectives
Identify situations for which the good news strategy is appropriate.
Analyze good news and neutral news messages to verify that they reflect the six Cs of effective messages, acceptable message formats, and the good news strategy.
Prepare good news and neutral news messages by applying the CBO approach and the good news strategy.
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©Chapter 5 – Slide 3
Thank-you
Congratulation
Recommendation
Inquiry and reply
Request and response
Order and acknowledgment
Routine claim and adjustment
Good News and Neutral News MessagesSection 1: The Good News Strategy
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©Chapter 5 – Slide 4
Review theCBO Approach
Compose a DraftChoose WordsConstruct SentencesAssemble ParagraphsChoose Paragraph Locations
Plan a MessageIdentify the ObjectiveVisualize the AudienceGather Supporting InformationOrganize the Information
Complete a MessageProofreadEditReviseFinalize
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©Chapter 5 – Slide 5
Determine a clear objective. Why are you preparing the message?
Open with the positive or neutral news. Compose the message so the receiver will want to continue reading the message and will react favorably.
Identify the Objective Plan
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©Chapter 5 – Slide 6
Which message form is most appropriate?
Spoken
Written
CombinationMessage Form
1. Permanency Level?
2. Message Difficulty?
3. Type of Feedback Wanted?
4. Feedback Needed When?
Visualize the Audience Plan
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©Chapter 5 – Slide 7
Which transmission mode is most appropriate?
Face-to-face
Telephone
Memo or letter
Transmission Mode1. Destinations?
2. Privacy?
3. Timeliness?
4. Cost?
Visualize the Audience (continued)Plan
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©Chapter 5 – Slide 8
Gather Supporting Information Plan
Include enough detail to personalize your message.
Know your receiver’s background.
Age
Profession
Education
Culture
Choose appropriate words.
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©Chapter 5 – Slide 9
Organize the Information Plan
Prepare an outline. Organize your information in a logical order.
Follow the good news strategy.
State the good or neutral news first.
Add supporting details or descriptions.
End pleasantly.
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©Chapter 5 – Slide 10
Compose a Draft
Choose words reflecting the you attitude.
Construct sentences using the active voice.
Assemble paragraphs using clear topic sentences enhanced by supporting sentences.
Choose paragraph locations.
Open with the good news.
Follow with adequate details or descriptions.
Close with a goodwill statement.
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©Chapter 5 – Slide 11
Complete a Message
Proofread, edit, revise, and finalize.
Check your message.
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©Chapter 5 – Slide 12
Good News Strategy
Section 2: Good News and Neutral News Applications
Open with the good or neutral news.
Follow with adequate details or descriptions.
End pleasantly.
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©Chapter 5 – Slide 13
Thank-You Messages
Begin with the good news about something specific.
Offer extra details about why you appreciate what the receiver did or said.
End with the emphasis on the receiver.
Thank-you messages lay a strong foundation for maintaining friendships and goodwill. Make the receiver feel important.
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©Chapter 5 – Slide 14
Congratulatory Messages
Congratulatory messages usually are unexpected, and therefore, make a major impression and build goodwill quickly.
Offer congratulations for a specific accomplishment.
Provide details that clearly show your sincerity.
End with emphasis on the receiver and the achievement.
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©Chapter 5 – Slide 15
Recommendation Messages
Identify the candidate and the job or benefit.
Provide facts relevant to the position or benefit.
Close with an offer of further information.
Write positive recommendation messages using the good news strategy.
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©Chapter 5 – Slide 16
Begin by clearly describing your request.
Include adequate details so the receiver can answer your inquiry.
End with clear directions so the receiver can respond.
Inquiries and Replies
Inquiry messages ask the receiver for information about products or services.
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©Chapter 5 – Slide 17
Begin by answering the main question.
Include pertinent information.
End pleasantly and demonstrate the you attitude.
Inquiries and Replies (continued)
Reply messages answer inquiry messages preferably within five days.
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©Chapter 5 – Slide 18
Use direct language to assure the seller you want to buy.
Give complete details to assist the seller in filling your order promptly and correctly.
Include payment information and shipping instructions.
Orders and Acknowledgments
Order messages ask for goods or services.
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©Chapter 5 – Slide 19
Indicate that the product was sent or the service was approved.
Describe quality features of the product or service.
End by encouraging future orders.
Orders and Acknowledgments (continued)
Acknowledgement messages confirm receipt of an order, provide information on delivery status, and encourage future orders.
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©Chapter 5 – Slide 20
Begin with a specific request for an adjustment.
Give a complete and concise description of the claim.
End courteously with a suggestion for prompt action.
Routine Claims and Adjustments
Claims messages ask for adjustments.
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©Chapter 5 – Slide 21
Grant the request in the first sentence or subject line.
Provide necessary details about the adjustment.
End with a cordial, open invitation for future business.
Routine Claims and Adjustments (continued)
Adjustment messages accept the validity of the claim.
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©Chapter 5 – Slide 22
State the major request in the first sentence.
Make the request clear with additional details.
End courteously and indicate the action you expect.
Requests and Responses
Request messages ask for information, approval, permission, cooperation, or assistance.
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©Chapter 5 – Slide 23
Answer the request in the first sentence.
Include additional pertinent information.
End with a goodwill statement.
Requests and Responses(continued)
Response messages provide opportunities to establish goodwill and promote business.