1 / 26

Business Messages

Business Messages. Purposeful. Audience-Centered. Concise. Effective Business Messages. The right attitude The right plan. Remember to have. Opening Paragraph: Tell the good news Middle Paragraph: Give the details Closing Paragraph: Your “Call for action”.

jaxon
Download Presentation

Business Messages

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Business Messages

  2. Purposeful Audience-Centered Concise EffectiveBusiness Messages

  3. The right attitude • The right plan Remember to have

  4. Opening Paragraph: Tell the good news Middle Paragraph: Give the details Closing Paragraph: Your “Call for action” Plan for Routine/positive/ GoOD NEWS Messages

  5. 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? Openers for routine messages

  6. 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. Closings for routine messages

  7. Plan for bad news messages

  8. TWO APPROACHES

  9. buffers should be neutral in tone • avoid misleading the reader into thinking the news is good. BUFFER

  10. 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. Explanation and Analysis

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

  12. 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” The word “you” really effects your tone

  13. You must have dropped the engine. The housing is badly cracked. Not Good.

  14. The badly cracked housing suggests that your engine must have fallen onto a hard surface from some height. Better

  15. 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

  16. 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

  17. Convince the reader that your decision, although contrary to his/her request, is FAIR, REASONABLE, NECESSARY, and possible even ADVANTAGEOUS THE RIGHT ATTITUDE

  18. 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. THE RIGHT ATTITUDE

  19. 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

  20. 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

  21. Single out when you praise them For e.g. You made an astute choice Ms. Rehman. • Put them in a group when you criticize For 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. THE RIGHT ATTITUDE

  22. Instead of this We have received your brokenclock. Icannot understand what you mean. Thedamagewon’t be fixed for a week. There will be a delayin 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. Positive Phrasing

  23. Endings should be positive • Offer assurances. • Invite future patronage • Make clear whatever action is required • Give alternatives. FRIENDLY, POSITIVE CLOSE.

More Related