M5E1-BUSINESS COMMHeba El-Hendi

Finishing Up Last Lesson

• Turn in slide 29 homework: Simplified Sentence

• Peer Editing

Objectives for Ch 6: Positive & Neutral Messages

1. Describe positive ad neutral messages

2. Understand the four guidelines for using the direct plan 3. Distinguish between poor and good positive and

neutral messages.

4. Prepare competently a positive and neutral message using the direct plan.

 

Objective I: Positive and Neutral Messages

A positive or neutral message conveys pleasant, favorable, or neutral information to the receiver.

Purpose a. Inquiring about a service, product, or a person b. Approve a request that has been made of you or your

organization c. Announce an upcoming sale or a new productd. Be used in internal communication to announce

promotions, expansions, salary increases, etc.

Direct Plan • The direct plan should be used in transmitting all positive

and neutral messages. Oral and written

• Direct plan: attempts to achieve the primary purpose of the message by placing the main idea in the opening.

• Other supporting details or explanations of the primary purpose are placed after the opening.

• Objective of the Direct Plan is to increase the likelihood of a receiver reading an entire message.

Objective II: Four guidelines for Using the Direct Plan

• 1. Opening • 2. Explanation • 3. Sales Appeal• 4. Friendly Close

1st Guideline of Direct Plan 1. Opening A. Give the positive or neutral information B. Be optimistic C. Provide coherence D. Use emphasis techniques E. Stress receiver interests and benefits  Make good use of the subject line if email Paragraph should be short

2nd Guideline of Direct Plan 2. Explanation A. Present related information B. Be objective C. Be concise D. Be positive  Because the explanation is factual it needs to be objective

3rd Guideline of Direct Plan 3. Sales Appeal (if needed) A. Personalize appeal B. Suggest alternatives if appropriate C. Aim for quick action  Attempting to persuade the reader to take a specific

action. Messages with sales appeal: program acceptance,

messages. Can tell about an upcoming sale or a new product.

4th Guideline of Direct Plan

4. Friendly Close A. Build goodwill B. Be concise/Avoid clichés C. Be positive D. Express appreciation  May express appreciation for an employee’s service or for

a customer’s business. Can unify the message by referring to the good

information from the first paragraph

Objective III: Distinguishing Between the Good and Bad

James Thomas: Retired from Hard Rock Gas Company Employed more than 30 years. Company wants to establish a scholarship in Thomas’s

name YOU: Director of human resources for Hard Rock Inform Mr. Thomas of the scholarship Ask him to develop the selection criteria Ask Mr. Thomas about serving on the selection committee

Applying the Direct PlanUse the direct plan for these types of messages as well

Inquiries: request for information Request approval: a message expressing the writer’s

needs or desires and usually asks for a response. Claims: requests for merchandise exchange, for refunds

on defective or damaged goods, and unsatisfactory service or work.

Adjustments: A positive response to a claim to ensure the goodwill of the customer.

Objective IV: Practice  Format: Email

Prompt: Develop a message that could be sent via email to students at your school inviting them to attend a meeting of a student professional organization (or workshop). You may include details such as a guest speaker, free pizza, or any other components that would be attractive to the students.

Objectives for Ch 7: Goodwill Messages

• Objectives • 1. Understand what is a goodwill message • 2. Learn how to compose common types • 3. Practice

Objective I: Describe a Goodwill Message

Goodwill messages are written to communicate concern and interest.

Use goodwill messages to maintain and build good relationships

Timeliness is of utmost importance; goodwill messages should be time sensitive

The receiver should not think you are trying to further a business relationship

Objective II: Compose Types of Goodwill Messages  

Types: Congratulations, condolence, appreciation, and invitation

Objective III: Practice Write a condolence letterFormat: your choice

Prompt: Salim Tabaa and you were close friends in college. Salim became a soccer coach for a minor league team after graduation. You read in the newspaper that Salim’s team was defeated at the regional championship game. Write a letter to Salim expressing your condolence. Add your own details.