BUSINESS MESSAGES

EFFECTIVEBUSINESS MESSAGES

Purposeful

Audience-Centered

Concise

REMEMBER TO HAVE

The right attitude

The right plan

PLAN FOR ROUTINE/POSITIVE/ GOOD

NEWS MESSAGES

Opening Paragraph: Tell the good

news

Middle Paragraph: Give the details

Closing Paragraph: Your “Call for

action”

OPENERS FOR ROUTINE MESSAGES Weak:

While reading WIRED magazine, I noticed an offer of a free video describing your web-building software.

Improved: Please send me your free video describing your Web-

building software. Weak:

I am conducting a training class for students of photography at the Lincoln Training center, I saw a picture we would like to use in our program.

Improved: What is the procedure for ordering a copy of a

photograph to be used for training purposes?

CLOSINGS FOR ROUTINE MESSAGES Weak:

Thanks for any information you provide. Improved:

We would appreciate receiving answers to these questions before April 4 so that we will have plenty of time to plan our conferences.

Weak: Hoping to hear from you at your earliest

convenience. Improved:

Please send the video by August 15.

PLAN FOR

BAD NEWS MESSAGES

TWO APPROACHES• Bad news decision (with or

without buffer)• Explanation/ Reasons• Appropriate, courteous

ending

Direct Approa

ch

• Buffer• Explanation/ Reasons• Bad news decision• Appropriate, courteous

ending

Indirect Approac

h

BUFFER

buffers should be neutral in

tone

avoid misleading the reader

into thinking the news is

good.

Agreement

•We both know how hard it is to make profit in this industry

Appreciation

•Your check for $127.17 arrived yesterday. Thank you.

Cooperation

•Employee Services is here to assist all associates with their health insurance, retirement planning, and continuing education needs.

Fairness

•For the past week we have carefully monitored those using the photocopying machine to see whether we can detect any pattern of use that might explain its frequent breakdowns

Good

News

•A replacement knob for your range is on its way, shipped February 10 via UPS.

Praise

•The Stratford Group clearly has an impressive record of accomplishment in helping clients resolve financial reporting problems.

Understanding

•So that you can more easily find the printer with the features you need, we are enclosing a brochure that describes all the Panasonic printers currently available.

EXPLANATION AND ANALYSIS

Explanations, are often crucial to the effectiveness of a negative message.

a. Try to convince the reader that you are acting in their interest.

b. Explain courteously all relevant facts behind the decision.

c. Show that the request has been carefully considered.

DECISION, IMPLIED, OR EXRESSED WITH RESALE AND/OR HELPFUL SUGGESTIONS.

If the reasons are so clear that the reader will conclude you must refuse the request then don’t state the bad news.

If an implied decision might be misunderstood, express your decision clearly near the end of the explanation.

THE WORD “YOU” REALLY EFFECTS YOUR TONE

Congratulate & thank with “you” “Your company always provides the best

service” Do not use “you” when giving bad or

negative information “Your Shoddy work produced a bad

toaster.”

Vs. “My toaster no longer works”

NOT GOOD.

You must have dropped the engine. The housing is badly cracked.

BETTER

The badly cracked housing suggests

that your engine must have fallen

onto a hard surface from some

height.

THE RIGHT ATTITUDE

Be Polite Instead of this:

You’ve been sitting on our order for two weeks. We need it now!

Use this: We are eager to receive our order. When

can we expect delivery?

THE RIGHT ATTITUDE

Be courteous and shield the reader’s pride

Instead of : If you had studied the instructions carefully, you would have known not to put the garment in hot water.

SAY: Water will not typically damage the garment. However, hot water will discolor it, as is stated on the label.

THE RIGHT ATTITUDE

Convince the reader that your

decision, although contrary to his/her

request, is FAIR, REASONABLE,

NECESSARY, and possible even

ADVANTAGEOUS

THE RIGHT ATTITUDE

Emphasize the positive Instead of this:

It is impossible to repair your vacuum cleaner today.

Use this: Your vacuum cleaner will be ready by Tuesday.

Instead of this: -Cheap merchandise

-Toilet paper-Elderly person

Use this:-Bargain prices

-Bathroom tissue-Senior citizen

THE RIGHT ATTITUDE

Avoid using company policy/ rules without further explanation

For e.g. It would be inconvenient for us…

It would be impossible for us….

Include, if possible, the customer benefit and reasons behind your rules and policies

THE RIGHT ATTITUDE

Assume that the customer wants to do the right thing

For e.g. You have every right to expect high

quality in … You are probably wondering how you

can…

THE RIGHT ATTITUDE Single out when you praise them

For e.g. You made an astute choice Ms. Rehman.

Put them in a group when you criticizeFor e.g.

People sometimes misinterpret the terms of the warranty.

Mention mistakes by using impersonal construction

For e.g.

Some of these figures need to be rechecked.

POSITIVE PHRASINGInstead of this

We have received your broken clock.

I cannot understand what you mean.

The damage won’t be fixed for a week.

There will be a delay in your order.

Say this We have received

the clock you sent us.

Please clarify your request.

The item will be repaired next week.

We will ship your order as soon as possible.

FRIENDLY, POSITIVE CLOSE.

Endings should be positive

Offer assurances. Invite future patronage Make clear whatever action is required Give alternatives.