Business Communication MGMT 355 Pre-examination Review Two Business Communication Chapter 6 Delivering Good and Neutral Messages Good and Neutral News Written, Electronic or Verbal Direct (deductive) approach: > Opening states main idea > Body provides detailed explanation
Pre-examination Review Two
Delivering Good and Neutral Messages
> Opening states main idea
> Body provides detailed explanation
> Closing summarizes and includes a future-oriented thought
> emphasizes main idea with position
> easy to grasp quickly
> saves time
I was pleasantly surprised to receive a certificate to your online music site in return for conducting your strategic planning seminar. Downloading music added some “jazz” to my day while giving me more insight into your business model. Thanks for your kindness and the useful gift.
This past week, I found myself applying the principles you discussed in your speech to the Lincoln Jaycees. The time analysis you suggested easily identified areas requiring more management focus. Prioritizing my daily activities will be a challenge, but now I see the need for it. Thanks for an informative and useful seminar.
A routine claim for replacement, refund, exchange or monetary reimbursement where responsibility is obvious does not require a forceful or accusatory tone.
Our company recently purchased your Audit Partner 7.0 software. The 6.2 version served us well and we were interested in the additional features offered by the upgrade. Unfortunately, the new edition does not work. Our computer technology group discovered several bugs, especially in the reporting modules. As the attached error logs show – and your technical staff agrees – these problems are inherent in the software.
Please refund our money or provide a corrected program that we can distribute to our audit staff. Thank you.
Your November 3d letter was referred to me for reply. Thank you for calling our attention to the problems you have encountered with Audit Partner 7.0. We have studied your error logs and agree that the software includes coding errors. We don’t yet know how they slipped through our rigorous quality control procedures, but we will find out.
Meanwhile, please accept our apology and a service pack to correct them. Please let us know if you encounter any other problems. We appreciate your prompt feedback.
Requesting Computer Service
Delivering Bad-news Messages
> The message is the second response to a repeated request
> The request is immoral, illegal or unethical and you want to “shake” the sender
> Your relations with the receiver are strong enough to survive the effects of a direct approach
But consider carefully before choosing a direct approach to deliver bad news!
>generally hint at the message without fully revealing it
> but don’t emotionally close the receiver down with too much detail too early
> and don’t build false hopes by being too empathetic
Yes, it’s a balancing act.
The HighFly skis you stocked this past season are skillfully crafted from the most innovative and durable materials. Offering a wide assortment of these high-quality products demonstrates your excellent business strategy for developing customer loyalty.
Our refund policy provides you the opportunity to do so at the lowest possible cost. We fully reimburse you for unsold merchandise returned at the close of the season minus a modest 15 percent to cover our cost of holding the returned merchandise until the next season. The reimbursement we sent covers merchandise you returned at the end of February.
In anticipation of the coming season, you can save 10 percent by ordering any of the new skis described in the enclosed catalog before May 10th. We look forward to meeting your future needs.
Delivering Persuasive Messages
Attention, Interest, Desire, Action (AIDA)
Reports and Business Presentations
“Productivity will increase when skilled employees are organized to work as teams rather than solely as individuals…”
> Avoids needless duplication
> Can establish need and point of departure for primary research
> Who wrote this?
> Is it objective and credible?
> How current? When published?
> Do other sources contradict it?
> It based on other data, what are they?