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ULM - Bus 3005 - Class Notes - Week 4

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ULM - Bus 3005 - Class Notes - Week 4

School: University of Louisiana at Monroe
Department: Business
Course: Business Communication
Professor: Allison Jarrell
Term: Fall 2016
Tags: business and communication
Name: BUSN 3005 Lecture Notes 9.12.16
Description: These notes cover how to write a proper Positive Message using the appropriate writing process in various channels of media.
Uploaded: 09/19/2016
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background image Use the direct form of communication Are routine and straightforward Help workers conduct everyday business Make up the bulk of workplace communication Require solid writing skills Positive messages share the following traits: Simple requests for information or action Replies to customers Types of Positive Messages e-mails Memos Letters Social media networks Blogs IM and text messages Channels used for positive messages Positive Message Characteristics DO I really need to write this e-mail, memo, or letter? Why am I writing? How will the reader react? What channel should I use? How can I save mu reader's time? Phase 1: Analysis, Anticipation, and Adaptation Collect information Choose the best organizational strategy Compose the first drat Group similar information together Keep your paragraphs short Phase 2: Research, Organization, and Drafting Is the message clear? Is the message correct? Did you plan for feedback? Will this message achieve its purpose? Phase 3: Revision, Proofreading, and Evaluation Effective Positive Messages and the Writing Process Ask a question or issue a polite command Avoid long explanations preceding the main idea Opening - Main idea first Express questions in numbered o bulleted form Use open-ended questions instead of yes-or-no questions.  Suggest reader benefits, if possible Body - Provide details and explain your purpose: State specifically, but courteously what action is to be taken Set an end date, if one is significant. Provide a logical reason for the end date Avoid cliché endings Show appreciation, but use a fresh expression Make it easy for the receiver to respond Closing - end with appreciation and a call for action: Creating Request Messages 9.12.16 Wk. 4 Monday, September 12, 2016 11:02 AM     BUSN 3005 Page 1    
background image Make it easy for the receiver to respond Open directly Deliver the information the reader wants When announcing good news, do so properly Opening Explant the subject logically Use lists, headings, boldface, italics, or other graphic devices to improve readability Promote our products and your organization to customers Body Offer a concluding thought perhaps referring to the information or action requested Avoid cliché endings Be cordial Closing Responding to Requests Be positive Be transparent Be honest Be timely Be helpful Responding to Customers online Explain immediately what you want done State the remedy briefly when it is obvious Explain your goal when the remedy is not obvious Opening Avoid becoming angry or trying to fix blame Include names and dates with previous actions Body End courteously with a tone that promotes goodwill Closing Direct Claims and Complaints When approving a customer's claim, announce the good news (adjustment) immediately Avoid sounding grudging or reluctant Opening Strive to twin back the customer's confidence Apologize if it seems appropriate, but be careful about admitting responsibility Check with your boss or legal counsel first. Avoid blaming customers - even if they are at fault Avoid blaming individuals or departments in your organization Body Show appreciation that the customer wrote. Consider expressing confidence that the problem was solved Thank the customer for past business And that you look forward to future business Closing Adjustment Messages Be Selfless Be Specific Be Sincere Be Spontaneous Keep it Short The five S's of Goodwill Messages If someone sends you a goodwill message, always send a positive response in the same channel.
When correcting errors, be weary of eliminating too much information.
    BUSN 3005 Page 2    

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School: University of Louisiana at Monroe
Department: Business
Course: Business Communication
Professor: Allison Jarrell
Term: Fall 2016
Tags: business and communication
Name: BUSN 3005 Lecture Notes 9.12.16
Description: These notes cover how to write a proper Positive Message using the appropriate writing process in various channels of media.
Uploaded: 09/19/2016
3 Pages 11 Views 8 Unlocks
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