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Chapter 6Positive and
Neutral Messages
6
Chapter 6 Krizan Business Communication ©2005 2
Positive/neutral messages
Convey positive, favorable, or neutral information to the receiver
Chapter 6 Krizan Business Communication ©2005 3
Positive/neutral message may
Inquire about product or person
Approve a request
Chapter 6 Krizan Business Communication ©2005 4
Messages may
Promote sale or new product
Announce promotion, salary increase, etc.
Chapter 6 Krizan Business Communication ©2005 5
When preparing a positive/neutral message, organize your information using the direct plan.
Chapter 6 Krizan Business Communication ©2005 6
Advantages of direct plan for receiver areConveying pleasant or
favorable informationKnowing immediately
message is positive/neutral
Chapter 6 Krizan Business Communication ©2005 7
Advantage of direct plan for sender isGiving purpose at
beginning of message may assure favorable response from receiver
Chapter 6 Krizan Business Communication ©2005 8
Four steps of direct plan are
OpeningExplanationSales appealFriendly close
Chapter 6 Krizan Business Communication ©2005 9
Use direct plan for
AdjustmentsRequestsCredit approvalsEmployment applications
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Stage 1: Opening
When preparing opening, give positive/neutral message in subject line or first paragraph
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Stage 2: Explanation
Explanation conveys additional information relating to positive/ neutral message
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Stage 3: Sales Appeal
If appropriate, sender attempts to persuade receiver to take specific action
Chapter 6 Krizan Business Communication ©2005 13
Use sales appeal when
Authorizing charge cardsInforming students of
program acceptanceApproving claims
Chapter 6 Krizan Business Communication ©2005 14
Stage 4: Friendly Close
Found in last paragraph Used to build good will
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Situations for using direct plan are
InquiriesRequest approvals
Chapter 6 Krizan Business Communication ©2005 16
Additional situations
Claims adjustmentsUnsolicited
positive/neutral messages
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Inquiries:
Are neutral messages Ask about products/servicesRequest personal
information
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Request approvals:
Express sender needsRequire response
Chapter 6 Krizan Business Communication ©2005 19
Claims request:
Merchandise exchangeRefund for damaged
merchandiseRemedy for unsatisfactory
service or work
Chapter 6 Krizan Business Communication ©2005 20
Adjustments:
Require quick, positive response
Help maintain goodwill of customers
Chapter 6 Krizan Business Communication ©2005 21
Unsolicited positive/neutral messages:Announce new productState new operation hoursPublicize price reductions
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How would you handle an adjustment request when only part of claim can be approved?
