Positive and Negative Letters

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    GOOD NEWSMESSAGES

    Kashif NawazContact No. 0331-4791167

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    By: Kashif Nawaz JakharMOD: C

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    Understanding the Power of Business Letters

    Kashif NawazContact No. 0331-4791167

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    Most workplace messages deal with routine mattersthat require straightforward answersPositive, straightforward letters help organizations

    conduct everyday business and convey goodwill tooutsides A letter is a powerful way to get your message across

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    Business Letters are Necessary When:

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    A permanent record is requiredConfidentiality is paramountFormality and sensitivity are essential

    A persuasive, well considered presentation isimportant

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    Open Your Request Directly

    Kashif NawazContact No. 0331-4791167

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    Readers tend to look at the opening and closingImmediately tell the reader what you wantThis saves the reader time

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    The Body and the Closing

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    Provide the necessary detailsItemize the information to improve readabilityClose with an action request

    Tell the reader what you want done and when

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    Direct Claims

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    When you as a customer must write to identify orcorrect a wrong, the letter is called a claim Written claims are often taken more seriously, and

    they also establish a record of what happened

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    Writing Plan for a Direct Claim

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    Opening: Describe clearly the desired actionBody: Explain the nature of the claim, tell why theclaim is justified, and provide details regarding the

    action requestedClosing: End pleasantly with a goodwill statementand include an end date and action request, ifappropriate

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    How to Write a Claim

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    Open your claim with a clear statement of what you wantExplain and justify your claim in the body Avoid becoming angry or trying to fix blameState the facts logically, objectively, andunemotionally; let the reader decide on the causesInclude copies of all pertinent documents such as

    invoices, sales slips, catalogues, etc.Close your claim with a specific action requestPut it all together and revise

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    Direct Replies

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    Example: a customer wants information about a product Writing Plan for Direct Replies:1) Subject Line: identify previous correspondence or

    refer to the main idea2) Opening: Deliver the most important informationfirst3) Body: Arrange information logically, explain and

    clarify it, provide additional info if appropriate, and buildgoodwill4) Closing: End pleasantly

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    Adjustment Letters

    Kashif NawazContact No. 0331-4791167

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    Even the best run and best loved businessesoccasionally receive claims or complaints fromconsumers When a company receives a claim and decides torespond favorably, the letter is called an adjustmentletter3 goals in writing this letter:1) rectify the wrong, if one exits2) regain the confidence of the customer3) promote future business and goodwill

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    Writing Plan for Adjustment Letters

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    1) Subject Line: (optional) Identify the previouscorrespondence and refer to the main topic2) Opening: Grant the request or announce the

    adjustment immediately 3) Body: Provide details about how you arecomplying with the request; try to regain thecustomers confidence

    4) Closing: End positively with a forward lookingthought; express confidence in future businessrelations

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    Goodwill Messages

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    What is a goodwill message? According to Chapter 6, what should a goodwillmessage be?

    Is email appropriate for goodwill messages?

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    Strategies for Delivering Bad News

    Kashif NawazContact No. 0331-4791167

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    You may have to write business messages ending business relationships, declining proposals,announcing price increases, refusing requests fordonations, terminating employees, turning downinvitations, or responding to unhappy customersBecause bad news disappoints, irritates, andsometimes anger the receiver, such messages must

    be written carefully

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    The bad feelings associated with disappointingnews can be reduced if the receiver:

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    1) Knows the reasons for the rejection2) Feels that the news was revealed sensitively3) Thinks the matter was treated seriously

    4) Believes that the decision was fair You have to know when to use the direct pattern and when to use the indirect pattern

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    Primary Goals in Communicating Bad News

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    Primary Goals:1) Make the receiver understand the bad news2) Help the receiver accept the bad news

    3) Maintain a positive image of you and yourorganization

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    Secondary Goals in Communicating Bad News

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    Secondary Goals:1) Reduce bad feelings2) Convey fairness

    3) Eliminate future correspondence4) Avoid creating legal liability or responsibility for you or your organization

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    Using the Indirect Pattern to Prepare the Reader

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    What does the indirect pattern do whencommunicating bad news? When should you use the direct pattern to

    communicate bad news?How can you apply the writing process tocommunicating bad news? What are three causes of legal problems when itcomes to communicating bad news?

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    Techniques for Delivering Bad News Sensitively

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    1) Buffering the Opening- begin with a neutral but meaningfulstatement that makes the reader continue reading; should berelevant and concise and provide a natural transition to theexplanation that follows2) Apologizing- sincere apologies work; apologize to customers if you or your company erred; apologize sincerely and acceptresponsibility 3) Convey Empathy- involves understanding and entering intothe feelings of someone else4) Presenting the Reasons- Bad news messages should explainreasons before stating the negative news

    5) Cushion the bad news- position the news strategically, use thepassive voice, or suggest compromises6) Close Pleasantly- close with a statement that is positive andpromotes goodwill

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    Refusing Direct Requests and Claims

    Kashif NawazContact No. 0331-4791167

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    As a business communicator, if you have to say no toa request in writing, you can use the direct orindirect pattern

    If youre using the indirect pattern, what should your writing plan look like?

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    Delivering Bad News to Customers

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    Ways to do damage control:1) call the individual involved2) Describe the problem and apologize

    3) Explain why the problem occurred, what you aredoing to resolve it, and how you will prevent it fromhappening again4) Follow up with a letter that documents the phonecall and promotes goodwill

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    Delivering Workplace Bad News

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    Smart organizations involved in a crisis prefer tocommunicate the news openly to employees,customers and stockholders

    When bad news must be delivered to employees,management may want to deliver the newspersonally Students: Describe the writing plan for announcing

    bad news to employees

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