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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