Positive and Neutral Business

Messages

Topic: Six
Positive and Neutral Business Messages
Preliminary Assessment
Assess Particular Situation,
Your Reader and Your Goal

Good Beginning Portraying

The Readers Reaction

For Positive and Neutral

Massage Use Direct Plan
The General Direct Plan

Beginning with the Objective

 Stating the main purpose directly.
 Orienting the sender, if needed, briefly before stating the
main point.
Covering the Remaining Part of the Objective
 Adding additional information, explanation, and/or
comment (if needed) once the main objective is stated.
Ending with Adapted Goodwill
 Providing appropriate friendly comment at the end.
Date: 7/2/17

To: Julie Johnson <jjohnson@[Link]>

From: Suri Tanaka <stanaka@[Link]>

Re: Remodel Project

Management is really pleased with the progress made on the remodel. There
were four employee focus group meetings held and two meetings with the
architects. Just last week, the architects brought back the layouts for the back
offices and employee break room.

This new drawing included couches, kitchen facilities and many outlets to
recharge electronics. Can you each provide some feedback on this design?
With some of the ergonomic furniture choices, the project started to look like it
would be exceeding the budget by 10 percent.

Management needs employee feedback on areas where some of the

improvements could be delayed.

Best,

Suri
Positive Message Writing Goal
The primary purpose of every business communication
is to deliver information clearly and efficiently. Clear
communication ensures the receiver understands the
intended message. Efficient communication ensures the
message is communicated quickly without a lot of
explanation back and forth.

Positive messages tend to consist of routine or good

news.

Congratulations, Confirmations, Directions,

Simple credit requests, or Credit approvals.
Positive Message Example
Mr. X has worked hard to find a lost shipment. He finally has
enough information to email the customer and provide an
update on the situation. He begins writing up his draft: “You
won’t believe how many people I had to contact
to find this for you. I had to call Texas, send a
copy to Dallas, and then…..

“I have found your product at the Texas depot,

and I have scheduled delivery for March 30”
Routine Inquiries
Choosing from Two Types of Beginnings
 Starting with a specific question that sets up the basis of
other questions.
 Starting with a general request for information and the
specific questions follow this initial question.
Informing and Explaining Adequately
 General explanatory material fits well before or after the
direct request in the opening paragraph.
 Placing explanations with the questions in case of
multiple questions.
 Routine Inquiries (Continued)
Structuring the Questions
 Making each question a separate sentence with a bullet, a
symbol to give emphasize and to draw attention.
 Giving each question a separate paragraph if explanations
are needed just after the question being asked.
 Ordering or ranking questions with numbers that aid
readers to check and to refer while answering.
 Structuring questions in question form.
 Avoiding questions that can be answered with a simple
“yes” or “no” form.

Ending with Goodwill

 Example: Routine Request

Dear Mr. Peterson:

Subject: Request for Information About Banquet Facilities

Would you please provide information regarding your

banquet facilities.

We are considering holding our annual awards luncheon for

265 of our personnel at your hotel on March 25. Our decision
will be based on answers to the following questions:
 Continued from Previous Slide…

1. Is your facility available from 9 a.m. until 3 p.m. on

that date? We will need the additional time for setup
and takedown.

2. Do you offer free use of audiovisual equipment?

We would need a color projector and screen.
We would supply the portable computer.

3. Do you have a variety of lunches that can be

served tableside for between $15 and $18,
including tax and gratuities?

Thank you for providing this information in time for us to

make our site selection by January 15.
Example: Inquiry
Dear Mr. Smith
As a recent college graduate entering the business world, I
am interested in building an investment portfolio. Please send
the information that answers the following questions about
your investment program.
• What would be the required minimum initial investment?
• Do you offer the following investments: stocks, bonds,
mutual funds, or utility funds?
• Which bond (discount or premium) is better to invest?
Your answers to the above questions by June 1, 200-, would
be appreciated. You may send the information to me at the
above address.
Sincerely,
 General Favorable Responses
Beginning with the Answer
 If there is only one question, answer it right away.
 If there are two or more questions, start with the most
important one.
Identifying the Message Being Answered
 Provide evidence or reference to the sender’s inquiry.
Logically Arranging the Answers
 Maintaining the order of the responses in which the original
message was sent.
 Giving numbers to the questions (if the reader numbered
the earlier message).
 Arranging answers by paragraphs to give emphasize.
General Favorable Responses (Contd.)

Skillfully Handling the Negatives

 Emphasizing good news, subordinating the bad news.
 Placing good news at the beginning and ending parts of a
message.
 Giving less space to bad news and more to good news.
Considering Extras
 Adding extra information and/or asking questions that
might add value to reader’s situation.
Closing Cordially
 Ending with a friendly comment that would address
specific situation of the reader.
 Example: Routine Reply

Dear Mr. Olson:

Subject: Hosting Your Awards Luncheon

Yes, we would enjoy hosting your awards luncheon on March

25. Our L’Enfant Room, which has a lovely view of the
Cleveland skyline, is available until 4 p.m. that day.

To offer round-the-clock service, we have contracted with an

outside firm to provide all audiovisual services for a
reasonable fee. You may make arrangements directly with
GuestServ by calling the company at 555-1086.
 Continued from Previous Slide…

For the health-conscious guest, we offer soup-and-salad

lunches for between $12 and $18. We also offer a hot buffet
line with your choice of two main dishes for between $16 and
$20.

No matter what your choice, you will find that our facilities,
food, and service live up to the “Cleveland’s finest” label
recently awarded to us by Cleveland Monthly magazine.
Please call me at 555-3288 to let me know how we might
serve your organization.

Sincerely,
Granting Claims and Adjustments

Adjustment grants involve the contents of good news –

 Provide good-news answer directly
 Refer to the message that you are answering
 End with a friendly note

Two Special Needs…

 Need to overcome negative impressions.
 Need to regain lost confidence.
Adjustment Grants (Continued)
Negative Impressions: These are the attempts to
overcome the negative thoughts that may remain in the
customer’s mind even after the damage/failure has
been corrected.
 Avoid words that aid in recalling the bad situation.
 Avoid negative words that describe the situation.
 Avoid apology at the end as it reminds the bad
experience of the customer (Or, the reader).
 Demonstrate concern for the reader’s interests.

Lost Confidence: These are the attempts to regain the

lost confidence by explaining what has been done to
rectify the damage or loss.
Granting Claims and Requests for
Adjustment

When the “Company” is at fault

 Acknowledge receipt of the customer’s claim or
complaint
 Assign personal responsibility for setting matters
straight
 Symphetize with the customer’s inconvenience
 Explain precisely how you have resolved or plan to
resolve the situation
 Take steps to repair the relationship
 Follow up to verify that your response was correct
 Explain what will happen
Acknowledges receipt
next and when, without
Example (When company is at fault)
of the customer’s
making promises the
message
writer can’t keep

Your e-mail message concerning your recent Klondike order

has been forwarded to our director of order fulfillment. Your
complete satisfaction is our goal, and a customer service
representative will contact you within 48 hours to assist with
the issues raised in your letter.

In the meantime, please accept the enclosed $5 gift certificate

as a token of our appreciation for your business. Whether
you’re skiing or driving a snowmobile, Klondike Gear offers
you the best protection from wind, snow, and cold. c

Thank you for taking the time to write to us. Your input helps
us better serve you and all our customers.
Granting Claims and Requests for
Adjustment

When the “Customer” is at fault

 Weight the cost of complying with or refusing the
request
 If you choose to comply, open with the good news
 Use the body of the message to respectfully educate
the customer about steps needed to avoid a similar
outcome in the future
 Close with an appreciation for the customer’s
business
 Example (When customer is at fault)
Acknowledges reader communication,
keeps opening positive by avoiding
negative words such as “Problem”, and
conveys theMr.
Dear good message right away.
Silva,

Thank you for contacting us about your in-line skates. Even

though your six-month warranty has expired, Skates Alive! Is
mailing you a complete wheel assembly replacement free of
charge. Explain the problem without blaming the customer by avoidi
pronoun “You” and by suggesting ways to avoid future pro
The product that you purchased is our best-selling and most
reliable skate. However, wheel jams may occur when fine
particles of sand block the smooth rotating action of the
wheels. These skates perform best when used on roadways
and tracks that are relatively free of sand. We suggest that
you remove and clean the wheel assemblies once a month
and have them checked by your dealer every six months….
 Example (When customer is at fault)

Encourages the reader for continued

correspondence and the culture of
appreciating customers.

We love hearing from our skaters, so keep in touch. All of us

at Skate Alive! wish you good times and miles of healthy
skating.

Sincerely,
Candace Parker
Customer service representative
Example: Adjustment Grant (Slow and
Negative Treatment)

Mr. Peterson:

Subject: Your broken Old London lights

We have received your May 1 claim reporting that our

shipment of Old London lamppost lights reached you with 17
broken units. We regret the inconvenience caused you and
understand your unhappiness.

Apparently the fault is the result of an inexperienced

temporary employee’s negligence. We have taken corrective
measures…
 Continued from Previous Slide…

… to assure that future shipments will be packed more

carefully.
I am please to report that we are sending replacement today.
They should reach you before your sales begin. Our
deliveryman will pick up the broken units when he makes
delivery.
Again, we regret all the trouble caused you.
Stephanie King.
Example: Adjustment Grant (Direct and
Positive Treatment)

Mr. Peterson:

Subject: Your May 1 report on invoice 1248

Seventeen carefully packed Old London lamppost should

reach your sales floor in time for your Saturday promotion. Our
deliveryman left our warehouse to deliver the same to you on
Friday.

Because your satisfaction with our service and products is our

top priority, we have thoroughly checked our shipping
procedures. It appears that the shipment was packed by a
temporary employee…
 Continued from Previous Slide…

…who was in charge for a veteran packer. We now have our

veteran packer back at work.
As you know, the Old London lamppost lights have become
one of the hottest products in the lighting field. We are
confident that they will play their part in the success of your
sale.

Stephanie King
Order Acknowledgements
Using Directness and Goodwill Building
 Start with the good news
 End with a goodwill note
 Attach warm expression to the new customers

Being Tactful With Delays

 Avoid accusing the reader for delivering inadequate
information
 In case of back-order, emphasize good parts of the
message
 Give customers alternative, or substitute product.
Example: Order Acknowledgement
(Slow Movement to Favorable Response)

Mr. Peterson:

Your April 4 order for $1000 worth of Berger paints has been
received. We are pleased to have this nice order and hope
that it is the beginning of a long relationship.

As you instructed, we will bill you for this amount. We are

shipping the goods today by FedEx.

We look forward to your future orders.

Sincerely
Example: Order Acknowledgement
(Fast-moving Presentation of a Favorable Message)

Mr. Peterson:

Your selection of Berger paints was shipped today by FedEx

and should reach you by Wednesday. As per your requirement,
we are sending you an invoice for $1000, including sales tax.

Because this is your first order from us, I welcome you to the
Berger Paints dealers association. Our representative, Ms.
Cindy will call from time to time to offer assistance as needed.

We genuinely appreciate your order. We are determined to

serve you well in the years ahead.

Sincerely
End of Session