Chapter 06 business communication

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6Chapter 6 Positive and Neutral Messages

Positive/neutral messages Convey positive, favorable, or neutral information to the receiverChapter 6 Krizan Business Communication 2005 2

Positive/neutral message may Inquire about product or person Approve a requestChapter 6 Krizan Business Communication 2005 3

Messages may Promote sale or new product Announce promotion, salary increase, etc.Chapter 6 Krizan Business Communication 2005 4

When preparing a positive/neutral message, organize your information using the direct plan.Chapter 6 Krizan Business Communication 2005 5

Advantages of direct plan for receiver are Conveying pleasant or favorable information Knowing immediately message is positive/neutralChapter 6 Krizan Business Communication 2005 6

Advantage of direct plan for sender is Giving purpose at beginning of message may assure favorable response from receiverChapter 6 Krizan Business Communication 2005 7

Four steps of direct plan are Opening Explanation Sales appeal Friendly closeChapter 6 Krizan Business Communication 2005 8

Use direct plan for Adjustments Requests Credit approvals Employment applicationsChapter 6 Krizan Business Communication 2005 9

Stage 1: Opening When preparing opening, give positive/neutral message in subject line or first paragraphChapter 6 Krizan Business Communication 2005 10

Stage 2: Explanation Explanation conveys additional information relating to positive/ neutral messageChapter 6 Krizan Business Communication 2005 11

Stage 3: Sales Appeal If appropriate, sender attempts to persuade receiver to take specific actionChapter 6 Krizan Business Communication 2005 12

Use sales appeal when Authorizing charge cards Informing students of program acceptance Approving claimsChapter 6 Krizan Business Communication 2005 13

Stage 4: Friendly Close

Found in last paragraph Used to build good will

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Situations for using direct plan are Inquiries Request approvals

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Additional situations Claims adjustments Unsolicited positive/neutral messagesChapter 6 Krizan Business Communication 2005 16

Inquiries: Are neutral messages Ask about products/services Request personal informationChapter 6 Krizan Business Communication 2005 17

Request approvals:

Express sender needs Require responseChapter 6 Krizan Business Communication 2005 18

Claims request: Merchandise exchange Refund for damaged merchandise Remedy for unsatisfactory service or workChapter 6 Krizan Business Communication 2005 19

Adjustments: Require quick, positive response Help maintain goodwill of customersChapter 6 Krizan Business Communication 2005 20

Unsolicited positive/neutral messages: Announce new product State new operation hours Publicize price reductionsChapter 6 Krizan Business Communication 2005 21

How would you handle an adjustment request when only part of claim can be approved?Chapter 6 Krizan Business Communication 2005 22

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