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Chapter 6
Delivering Good- and
Neutral- News Messages
Lecture Slides
Business Communication, 16e, Lehman & DuFrene
© 2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly
accessible website, in whole or in part.
Direct Outline Used in Goodand Neutral-News Messages
Chapter 6, Business Communication, 16e, Lehman & DuFrene
© 2011
Cengage Learning
Advantages of the Deductive Outline
• Begins with an easy-to-write
___________ sentence
• Gets attention
________ by responding to the
audience’s ______
desire to know
• Puts reader in a good frame of mind in
order to be receptive
________ to details
• Allows easy __________
movement through the
details after the main idea is presented
Chapter 6, Business Communication, 16e, Lehman & DuFrene
© 2011
Cengage Learning
Your Turn
Which of the following is the best message opening?
Version 1
Version 2
Version 3
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.
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-themonth award proposal. The idea appears to be a win-win situation for
the company and our employees.
Chapter 6, Business Communication, 16e, Lehman & DuFrene
© 2011
Cengage Learning
Types of Good-News Messages
Positive news
messages
Thank you and
appreciation
messages
Apologies
Routine claims
Routine
requests
Order
acknowledgments
Credit
information
messages
Chapter 6, Business Communication, 16e, Lehman & DuFrene
Messages
extending
credit
© 2011
Cengage Learning
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
Chapter 6, Business Communication, 16e, Lehman & DuFrene
© 2011
Cengage Learning
Distinguishing Between
Resale and Sales Promotion
Resale — Discussion of goods and services already purchased
Example: Remember that your 20- ounce stadium cups are
dishwasher and microwave safe.
Sales promotion — Statements made about related
merchandise or services
Example: When your stadium cups order arrives, look for our
new catalog so you can create a custom design for your baseball
season.
Chapter 6, Business Communication, 16e, Lehman & DuFrene
© 2011
Cengage Learning
Requirements of the
Equal Credit Opportunity Act
• Notify credit applicant of credit decision
within 30 days of request
• Disclose terms of credit agreement
• Disclose reasons for refusal if credit is denied
• Provide name and contact information of the
consumer reporting agency if their
information influenced the credit decision
Chapter 6, Business Communication, 16e, Lehman & DuFrene
© 2011
Cengage Learning
Extending Credit: Write Deductively
• Open with credit
_____ extension and
________
shipment information
• Indicate basis for credit extension
and explain terms
_____
policies
• Outline credit _______
• Communicate genuine desire to build
________
business __________
relationship
Chapter 6, Business Communication, 16e, Lehman & DuFrene
© 2011
Cengage Learning
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
Chapter 6, Business Communication, 16e, Lehman & DuFrene
© 2011
Cengage Learning
I
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.
Chapter 6, Business Communication, 16e, Lehman & DuFrene
© 2011
Cengage Learning