BUSN 3005 Lecture Notes 9.12.16
BUSN 3005 Lecture Notes 9.12.16 BUSN 3005
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This 3 page Class Notes was uploaded by Garrett Henson on Monday September 19, 2016. The Class Notes belongs to BUSN 3005 at University of Louisiana at Monroe taught by Allison Jarrell in Fall 2016. Since its upload, it has received 5 views. For similar materials see Business Communication in Business at University of Louisiana at Monroe.
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Date Created: 09/19/16
9.12.16 Wk. 4 Monday, September 12, 2016 11:02 AM PositiveMessage Characteristics • Positivemessages share the following traits: ○ Use the direct form of communication ○ Are routine and straightforward ○ Help workersconduct everydaybusiness ○ Make up the bulk of workplace communication ○ Require solid writing skills • Types of PositiveMessages ○ Simple requests for information or action ○ Replies to customers • Channels used for positive messages ○ e-mails ○ Memos ○ Letters ○ Social media networks ○ Blogs ○ IM and text messages Effective PositiveMessages and the Writing Process • Phase 1: Analysis,Anticipation, and Adaptation ○ 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 2: Research, Organization, and Drafting ○ Collect information ○ Choose the best organizational strategy ○ Composethe first drat ○ Group similar informationtogether ○ Keep your paragraphs short • Phase 3: Revision, Proofreading, and Evaluation ○ Is the message clear? ○ Is the message correct? ○ Did you plan for feedback? ○ Will this message achieve its purpose? Creating Request Messages • Opening - Main idea first ○ Ask a question or issue a polite command ○ Avoid long explanations preceding the main idea • Body - Providedetails and explain your purpose: ○ Express questions in numbered o bulleted form ○ Use open-ended questions instead of yes-or-no questions. ○ Suggest reader benefits, if possible • Closing - end with appreciation and a call for action: ○ State specifically, but courteouslywhat 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 ○ Make it easy for the receiver to respond Responding to Requests • Opening ○ Open directly ○ Deliver the informationthe reader wants ○ When announcing good news, do so properly • Body ○ Explant the subject logically ○ Use lists, headings, boldface, italics, or other graphic devices to improve readability ○ Promoteour products and your organization to customers • Closing ○ Offer a concluding thought perhaps referring to the informationor action requested ○ Avoid cliché endings ○ Be cordial Responding to Customers online • Be positive • Be transparent • Be honest • Be timely • Be helpful Direct Claims and Complaints • Opening ○ Explain immediatelywhat you want done ○ State the remedy briefly when it is obvious ○ Explain your goal when the remedyis not obvious • Body ○ Avoid becoming angry or trying to fix blame ○ Include names and dates with previous actions • Closing ○ End courteouslywith a tone that promotesgoodwill Adjustment Messages • Opening ○ When approving a customer'sclaim, announce the good news (adjustment)immediately ○ Avoid sounding grudging or reluctant • Body ○ Strive to twin back the customer'sconfidence ○ 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 • Closing ○ Show appreciation that the customerwrote. ○ Consider expressing confidence that the problem was solved ○ Thank the customer for past business ○ And that you look forward to future business The five S's of Goodwill Messages • Be Selfless • Be Specific • Be Sincere • Be Spontaneous • Keep it Short If someonesends you a goodwill message, always send a positive response in the same channel. When correcting errors, be weary of eliminating too much information. When correcting errors, be weary of eliminating too much information. Part of Assignment: List the 5 weaknessesyou see in the poorly written letter. Directions are on assignment page