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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”.

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effective business messages

Purposeful

Audience-Centered

Concise

EffectiveBusiness Messages
plan for routine positive good news messages

Opening Paragraph: Tell the good news

Middle Paragraph: Give the details

Closing Paragraph: Your “Call for action”

Plan for Routine/positive/ GoOD NEWS Messages
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?
Openers for routine messages
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.
Closings for routine messages
buffer

buffers should be neutral in tone

  • avoid misleading the reader into thinking the news is good.
BUFFER
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.

Explanation and Analysis
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.
DECISION, IMPLIED, OR EXRESSED WITH RESALE AND/OR HELPFUL SUGGESTIONS.
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”
The word “you” really effects your tone
better

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

Better
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
the right attitude1

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
the right attitude2

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

THE RIGHT ATTITUDE
the right attitude3

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
slide22

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 attitude4

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
the right attitude5

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
positive phrasing
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
friendly positive close

Endings should be positive

    • Offer assurances.
    • Invite future patronage
    • Make clear whatever action is required
    • Give alternatives.
FRIENDLY, POSITIVE CLOSE.