Delivering Good- and Neutral- News Messages

1. Delivering Good- and Neutral- News Messages Chapter 6

2. Direct Outline Used in Good- and Neutral-News Messages

3. Advantages of the Deductive Outline Begins with an ___________ sentence Gets ________ by responding to the audience’s ______ to know Puts reader in a good frame of mind in order to be ________ to details Allows easy __________ through the details after the main idea is presented easy-to-write attention desire receptive movement

4. Your Turn Which of the following is the best message opening? Version 1 Your employee-of-the-month award proposal reflects value for the company and our employees. So that we can consider the feasibility of the idea, please provide a few more details. Version 2 I have read your proposal for the employee-of-the-month award and think it is a great idea. However, before it can be submitted to the board, I need to have a few more details. Enclosed please find my comments regarding your employee-of-the-month award proposal. The idea appears to be a win-win situation for the company and our employees. Version 3

5. Your Turn Which of the following is the best message closing? Version 1 I am pleased that you submitted this proposal and I look forward to submitting the revised version to the board of directors at their next meeting. Version 2 Thank you for providing a proposal that may enable our company to provide a much-deserved reward to our employees. Completing your revision by this Friday will ensure the proposal will be addressed at the upcoming board of directors meeting. Version 3 Please submit a more detailed analysis of your proposal as soon as possible. Thank you in advance.

6. Types of Good-News Messages

7. Positive News Message: Why It Works A casual dress policy has been approved for First National Bank and will be effective July 1. As most of us agree, casual attire in the banking industry generally means “dressy casual,” since virtually all of us interact with our clientele regularly throughout the day. To maintain our traditional professional image while enjoying more relaxed attire, please follow these guidelines: Men Women Sport or polo shirt, with collars Pant suit Khakis or corduroys Sweater or blouse with Loafers with socks pants or skirt Loafers with socks Low heels with hosiery Tennis shoes, open-toed shoes, sandals, jogging suits, shorts, jeans, sweatpants, and sweatshirts are inappropriate. Formal business attire should be worn when meeting with clients outside the office. Please visit the HR website for the complete casual attire policy and illustrations of appropriate casual attire. If you have questions as you begin changing in your wardrobe, please call me at ext. 59. • Announces approval of policy • Restates appreciation by assuring reader of benefits gained • Explains policy clearly, including table formatted for quick, easy access to details • Encourages open discussion

8. Benefits of Written Appreciation Messages • Provides sincere thoughts because few people take time to write • Provides tangible evidence that can be used to support a performance evaluation • May be treasured over the years

9. Making the Most of Appreciation Messages Say “thank you” in a timely manner Avoid exaggerated language that is not believable Make specific comments for what you are thankful

10. How effective is an email for sending appreciation messages? Your Turn

11. Using Written Appreciation Messages Appropriately • Write briefly beginning with main idea • Convey a genuine tone by • Send promptly — within 2 or 3 days • Consider sending copy to reader’s employer or writing employer with copy sent to employee

12. Appreciation Message: Why It Works Appreciation for Outstanding Work Ren, Completing the ropes course at Camp Horizon was a memorable and life-changing experience for every member of our office staff. Your facilitators were masterful in allowing our teams to take risks while ensuring their safety. The course provided a diverse series of activities that enabled each staff member to participate, regardless of our physical limitations. Identifying the real leaders in our office was quite interesting. In the words of one colleague, “The ropes course has shown me I can do more than I have come to expect of myself.” Thank you for helping us see our potential. • Extends appreciation • Gives evidence of activity’s worth without exaggeration or mechanical language • Restates appreciation by assuring reader of benefits gained

13. What manner should you use when you apologize? Your Turn

14. Handling Apologies once • State the apology _____ • Be _____ • Use _______ statements that don’t ________the error • Include ______you will take to prevent error from _________ brief general reinforce action recurring

15. Apology Message: Why It Works Mike, Please accept my apology for missing yesterday’s meeting of the Planning Committee. Had the plane from Denver arrived on schedule, I could have attended. The report on tax considerations for the proposed site of the Windermere Apartments is ready. Let me know if you plan to include it on next week’s agenda. Thanks, Jerry • Begins with apology • Gives a reason for the error without offering excuses • Offers something tangible to make up for error

16. Guidelines for Procedural Messages Begin each numbered step with action statement Place each step on a separate line for easy reading Consider preparing flow chart Follow your own instructions Ask someone else to follow instructions

17. Procedural Message: Why It Works • Procedures for Requesting Computer Service • Access http://www.drmc.com/it/index.html, and click the Service option. • Provide the information requested. Be certain to complete the required items denoted with asterisks. • Check your email for a service order confirmation, typically within 24 hours. • Complete normal shut-down procedures when leaving your computer station. Although the service work will be performed after hours, technicians will start your computer using their personal login procedures. • Check your email for a service completion notice, and message us if the work was not completed to your satisfaction. • Revised 6/20/2011 • Provides descriptive title that clearly identifies procedures • Enumerates to direct attention to each sequential step • Begins each item with an action verb for clarity • Includes date of last revision for currency

18. Procedural Message: What Does Not Work TO: All Employees FROM: Joe Brown, HRM Director DATE: March 7, 2011 RE: Earthquake Preparedness Because earthquake tremors have been jarring Evansville and we are located in a high-rise building, we need to be sure that we are prepared for an earthquake. Therefore, the following actions should be taken in the event of an earthquake: • Uses passive voice; should be received-centered • Uses numbered list for tasks not occurring in specific order • Uses unparallel items in list • Uses dangling modifier • Elevators should not be used. • Fire alarms or sprinkler systems may activate and startle people. • Earthquakes do not kill; buildings do. • If outside, open areas are safer than areas near wires, signs, buildings, or trees. • People in offices should drop to the floor, take cover under desks, and ride out the tremor. • If no desks or tables are near, people should seek cover against an interior wall.

19. TO: All Employees FROM: Joe Brown, HRM Director DATE: March 7, 2011 RE: What Do In Case of Earthquake As many of you are aware, earthquakes have been occurring more frequently in Evansville. Because our offices are located in a high-rise building, we need to be as prepared as possible in the event of an earthquake. Please use the following guidelines when necessary: • Take cover under desks or drop to the floor. • Seek cover against an interior wall. • Avoid windows, glass doors, tall furniture, and hanging objects. • Use the stairs. Elevators should not be used. • Avoid areas near wires, signs, buildings, or trees if outside. An earthquake drill will be held early next week to make sure everyone knows what to do in case an earthquake should occur. If you have any questions about these procedures, please call me at ext. 303. Procedural Message: Why It Works • Begins with explanation of why information is being provided • Provides specific, bulleted list of possible actions • Uses parallelism to construct bulleted list; uses active verbs