Copyright © 2013 Cengage Learning 8e COMMUNICATING IN BUSINESS Chapter 6 Writing Positive and...

Copyright © 2013 Cengage Learning

8e

COMMUNICATING IN BUSINESS

Chapter 6 Writing Positive and Neutral Messages


Neutral and Positive Messages

Planning and Organizing Instant Messaging

Responding Goodwill Messages

Online Comments

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Planning and Organizing | Instant Messaging | Responding | Composing | Addressing Online

Link to the full story on the blog

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Boeing 787 Dreamliner Ready for Service

Boeing's long-awaited 787 Dreamliner is ready for delivery to its first client, All Nippon Airways. At $20 million per plane, the Dreamliner uses 20% less fuel than its competitors, has cleaner cabin air, and debuts new lighting and design elements, such as button-controlled window lighting and touch-screen monitors for entertainment.

Read the press release.

How is it organized?

http://www.bizcominthenews.com/bizcom_in_the_news/2011/08/boeing-has-unveiled-the-787-dreamliner-httpwwwreuterscomarticle20110807us-boeing-idustre77600b20110807feedtyp.html



http://www.bizcominthenews.com/bizcom_in_the_news/2010/10/new-american-ceo-brings-good-news-for-bp.html

http://boeing.mediaroom.com/index.php?s=43&item=1872

http://boeing.mediaroom.com/index.php?s=43&item=1872

[Click to edit Master title style]

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Planning and Organizing | Instant Messaging | Responding | Goodwill | Online Comments

Organizational Approaches

• Presents the major idea first, followed by explanations and details

Direct Plan

• Presents the explanations before the major idea

Indirect Plan

• Is most common for neutral and positive messages

• Attracts attention, starts positively, and saves time

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Organizing a Neutral Message (Request)

Hi Ken,

I'm planning a new event for clients, and I could use your advice on holding an event like this. You did a great job for the Hilltop Conference, a much bigger event.

The event will be for our top 150 clients, and of course, you’re included. We haven't decided on a venue yet. Were you happy with the Stonewalk Center, or do you have other recommendations? Also, what do you think about our hiring a professional event planner? I know you do all of the work yourself, but I'm concerned about my abilities! Do you have someone you could recommend?

I would appreciate any guidance you’re willing to offer before July 15, when I have to meet with Carl. If you would rather talk on the phone than reply by email, you can reach me at 569-6314, or let me know a good time to call you.

Thank you,

Siobhan

Major Idea FirstPresent as a direct question, statement, or polite request.

Explanation and DetailsExplain initial request, include background information, and identify benefits.

Friendly ClosingExpress appreciation, state deadlines, and be specific.





Online Comments

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Using Instant Messaging at Work

When to IM at work

• To ask a simple question, to convey information quickly, or to get a fast response

• In the way IM is used within your organization’s culture

• Not for personal or confidential business information

• Not for excessive personal messaging at work

How to IM at work

• Create a professional screen name.• Start by asking, “Is this a good time?” or

"Got a sec?"• Keep IMs short and focused.• Follow grammar, punctuation, and

capitalization standards.• Avoid using abbreviations, and use

emoticons sparingly.• Follow your company's IM policies.





Online Comments

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Responding to a Neutral Message

Respond promptly.

Respond courteously.

Use the direct organizational plan.

Answer all questions asked or implied.

Personalize your response.

Promote your company.

Close on a positive, friendly note.


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How Can You Improve This Response?

Question(sent by email)

What colors do you have available now for the

Honda Civic? If I want a different color, how long

would I have to wait?

Answer(sent by email)

Atomic Blue, Taffeta White, and Tango Red.

For other colors, it depends.


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Did You Include…

• Wait times for specific colors?• Interior color choices?• By when the current colors may still be available?• By when other colors should be ordered?• Contact information? • Encouragement to purchase (promotion)?

What else may be important to the

customer?





Online Comments

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Types of Goodwill Messages

Recognition Notes

Congratulatory Notes

Thank You Notes

Sympathy Notes

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How to Write a Meaningful Goodwill Message

• Send a goodwill message while the reason is still fresh in the reader’s mind Be Prompt

• State the major idea in the first sentence or two, even for sympathy notesBe Direct

• Avoid language that is too flowery or too strongBe Sincere

• Personalize the messageBe Specific

• A personal note card or a one-paragraph email may be plentyBe Brief





Online Comments

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Happy

Will you respond?

No Response

Reach Out

Degrading

Misguided

Unhappy

Monitor

Fix the Facts

Restore the Relationship

Consider

Social Media PostsYou have found a post about your company.

Is it positive?

NO

NO

NO

NO

YES

YES

YES

NO

YES

YES

DISCOVER

EVALUATE

RESPOND

Deciding Whether to Respond

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Engaging Customers Online: Starwood

What differences do you notice between how

Starwood Hotels and the Gap “engage” customers

on Twitter?


Video Suggestion

Video Example

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Avon CEO Accepts an Award

• What are Andrea Jung’s key messages in her speech?

• What most impresses you about this speech?

• What would you suggest that Jung change if she delivered this speech again?

Copyright © 2013 Cengage Learning 8e COMMUNICATING IN BUSINESS Chapter 6 Writing Positive and...

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