GOOD NEWS & NEUTRAL MESSAGESChapter 8

Outline Organizational Plan Favorable replies Neutral Messages

Organizational Plan Favorable RepliesA. Answering InquiriesB. Granting Requests for adjustmentC. Approving CreditD. Acknowledging OrdersE. Granting Favors and Other requestsF. Job Acceptance LettersG. Goodwill Messages Neutral MessagesA. AnnouncementsB. Transmittals

Organization Plan You can use the direct approach, good-news plan

whenever your message is favorable or nuetral to your reader.

The plan has three parts1. First : Best news or main idea2. Middle: Explanations, with one or more of the

following, when appropriate: all necessary details, educational information, resale, sales promotion.

3. Last: Positive, friendly ending, with a clear statement of action desired, motivation to action, willingness to help further, appreciation.

Good-news Plan1. All necessary details: Include all facts, terms, reasons

and other explanations that pertain to the best between of the main idea.

2. Educational information: include instructions for use and other educational facts about a product or services the customer has bought.

3. Resale Material: Include appropriate favorable information about a product or service the reader has already bought or is planning to buy or about your organization.

4. Sales promotion: Include suggestions about other products or services related to those the customer has bought or is considering to buy.

Favorable Replies Most persons like good-news first in a

communication; favorable replies allow you to begin in a positive manner.

Favorable Replies To help build goodwill, a progressive

organization replies to all reasonable requests courteously, helpfully and promptly. If u know there will be a delay, a brief acknowledgement should state the reason and then tell the inquirer approximately when to expect a complete answer. If such a message, you begin with the best news first-information that is useful to the reader or shows you are doing something.

Answering Inquiries It is advisable if possible, to write a

recommendation to a specific person.

Granting requests for adjustment Err on the side of the customer; give him

or her the benefit of the doubt. An adjustment letter is the reply to a

complaint called a claim letter.

Tone in Adjustment- Granting Messages

A considerate and cautious tone is important because the customer may have been irritated or inconvenienced by the situation.

Organization & Content When Seller is at Fault

Try to create Rapport with your reader in the first paragraph.

You should generally include the explanation of the problem or mistake

Sales promotion is usually desirable in situations involving often-replaced items.

Sometimes it is advisable to grant an adjustment when the buyer or third-party is at fault.

Organization & Content When the Fault is not Yet Determined When fault is not yet determined the optimal

organization pattern may change. Approving CreditWhen approving credit, follow the good-news plan and

include necessary information resale, sales promotion, and appreciation. A clear explanation of credit terms is important to avoid problems later.

Decision or shipment in first paragraph Explanation of credit terms Resale and sales promotion; international promotions

demand an understanding of the culture of the country to which you send the sales promotion.

Acknowledging Orders Acknowledging orders builds goodwill; the

acknowledgement must be definite and complete. Acknowledgement of the first order Sending the ordeed items; include complete

information in sending orders; remember the five W’s

Resale material on services is appropriate to consumer and retailer; resale material on product is more relevant for the consumer because the retailer is usually familiar with the products.

Acknowledgement of repeat Orders

Provide complete information about terms and delivery date; include expressions of appreciation.

Include order blanks or information to make the desired action easy.

Granting favors and Other Requests

Use the good-news plan: good-news first, relevant comments or explanation and a cordial ending

Job Acceptance Letters Three Parts1. Accept Positions and express

appreciation;2. Confirm details and ask questions.3. Provide a pleasant closing.

Acceptance Letters

Protect yourself with a detailed acceptance letter Even if you have accepted a job offer verbally, it's smart to write an acceptance letter to formally accept the offer

and to confirm details of employment. With Write Express software you get example acceptance letters to help you find the perfect words to say, plus

choice phrases and sentences recommended by professionals.

How to write an acceptance letter: Be gracious when accepting a job, promotion, appointment, public office, gift, etc. Thank the person, business, organization, etc. when you begin your letter. Briefly identify what it is that you are accepting. For example, “This is a wonderful opportunity for me, and

I am happy to accept the position as associate director of sales.” Thank those who have helped you, if you feel it is appropriate. Restate the terms as you understand them if you are formally accepting a job position or similar

assignment, including the starting date, job expectations, rate of compensation, health and dental benefits, sick and vacation days, etc.

Keep the tone of your letter positive if you are accepting a resignation. Do not say anything that might make you liable for legal action.

Thank the person for the invitation if you are accepting an invitation to a social event, and express your anticipation that the event will be a success. Clarify any details about the event, if needed, such as date or time, location, dress, etc.

Recheck for errors. For job offers and the like, the acceptance letter may become part of a company’s permanent file for you, so make sure that it is well-worded and free of embarrassing grammatical or other errors.

Close your letter by restating your appreciation for being offered the job, award, gift, etc.

writing an acceptance letter

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Choose an acceptance letter that fits your need. Our letters cover 12 common situations. Or let our software guide you through the writing process with easy tips, sample phrases and

sentences. In just minutes you can write your very own, personalized acceptance letter. Print your acceptance letter and mail it!

For each topic you get several model acceptance letters: Accept a formal invitation to a social event Accept a job offer Accept a request to serve in an honorary position Accept a resignation Accept an honor Accept an informal invitation to a social event Accept an invitation to a business appointment Accept an invitation to an event Accept an invitation to speak or perform Accept and express appreciation for a suggestion Decline to accept a gift Thank someone for accepting your advice or recommendation

Goodwill Messages Nothing wrong with expressing feeling in

a good-will messageGoodwill LettersSend kind feelings of approval, concern or support with the perfect goodwill letter

How to write a goodwill letter

Goodwill letters often come as a surprise, are greatly appreciated, and are an effective way to build relationships.

Whether expressing gratitude, appreciation, recognition, or condolences, be sincere in your remarks. Most people can tell when you are not.

Keep your letter focused on the recipient, not on yourself or your company.

Do not write this letter solely for the purpose of making a sales pitch. The purpose of this letter is to spread goodwill, without promoting any hidden agenda.

Keep your letter brief. Be specific when writing this letter. For example, rather than writing

vague generalities about a job well done, include details that demonstrate what the person did to deserve the recognition.

Try to stay away from clichés and canned expressions. Be creative.  

Letter of Appreciation Say "thank you" with an

appreciation letter and make someone feel special

People respond positively when treated kindly. Employees work harder when they feel appreciated. With a sincere, well-written appreciation letter you can improve relations with words of admiration, gratitute, and recognition.

 

How to write an appreciation letter

Write your appreciation letter within a few days of whatever happened to inspire your gratitude.

Handwrite a personal appreciation letter on a sheet of stationery. Use customized letterhead for business correspondence. Address your appreciation letter to a specific person, if possible, not

just to the company or to the organization in general. Specifically state what you appreciate. Be sincere--most people can sense when you are not being honest. Write clearly and concisely; this is no time to be longwinded or flowery. Be brief. Avoid thanking the person beforehand--for example: ‘Thanking you in

advance for your help in this matter.’ To do so is presumptuous and suggests you do not feel the need to write a follow-up letter.

Close with warm regards or best wishes for continued success.  

Letters of Congratulation You have one chance to send a letter of

congratulation they will remember! Don't let special occasions go unnoticed. We can

help you write a congratulation letter that adequetely expresses pleasure on the occasion of success or good fortune.

With WriteExpress software you get example congratulation letters to help you find the perfect words to say, plus choice phrases and sentences recommended by professionals.

 

How to write an effective congratulation letter

Write the congratulation letter as soon as possible after the fortunate event takes place.

State in the beginning the specific occasion that has motivated you to write a congratulation letter.

Express praise and approval of the reader's accomplishment in your congratulation letter.

Keep your congratulation letter simple and concise--under one page in length.

Keep your letter positive and don't include any negative comments or unhappy news.

Don't suggest that the fortunate event should benefit the letter-writer in any way.

Don't exaggerate your congratulatory words or your letter may seem sarcastic or mocking.

 

Letter of Condolence The formal Condolence Letter should be sent within two weeks of the loss

or death, neatly written on stationery; it and may be sent as a follow up after sending a Condolence Note. Formal condolence letters are sent by businesses, health care professionals, veterinary professionals and the military.

A Condolence Note or Sympathy Card (Condolence Card or Sympathy Note) are the less formal forms used to express condolences or sympathies immediately following a death.

Why Write a Condolence Letter Think of the sympathy letter as a written condolence call; it is a

permanent reminder of your support for the grieving person. One of the main benefits of having condolences in written form is that the grieving person can pull out and reread the condolence letter at any time to remember.

Condolence letters sent following the death of a loved one are saved as treasured mementos and tangible reminders of the comfort received from friends, colleagues and other loved ones following a death

How to Write a Condolence Letter

Zunin and Zunin reviewed thousands of condolence letters when researching their book, The Art of Condolence. They discovered seven key elements go into writing the typical Condolence Letter.

The key elements are 1.) Acknowledging the loss and the name of the deceased. 2.) Expressing sympathy. 3.) Note special qualities of the deceased. 4.) Including a memory of the deceased. 5.) Reminding the grieving person of their personal strengths or special qualities. 6.) Offering help, but making sure it is a specific offer and 7.) Ending the letter with a thoughtful word, a hope, a wish or expression of sympathy.

Writing a Condolence or Sympathy Letter can be very simple if one remembers the letter will be sending COMFORT to the grieving person (slightly adjusted to create a memory aid).

Comment on the loss and the name of the deceased Offer sympathy Mention special qualities of the deceased Find a special memory to share Offer specific help Remind the person of his or her strengths and special qualities Thoughtful closure Following the simple COMFORT mnemonic to write a Condolence Letter will help in

remembering the seven elements to include in a Condolence Note: Comment on the loss, Offer sympathy, Mention special qualities, Find a special memory to share, Offer specific help, Remind the person of strengths and end with a Thoughtful Closure

Some suggestions for closures:

With Sympathy With Deepest Sympathy My Sincerest Sympathies Sympathy from all of us My Condolences With Heartfelt Condolences Thinking of you You are in my thoughts

Inquiry Letters

Quickly and effortlessly create model inquiry letters

With Write Express software you get example inquiry letters to help you find the perfect words to say, plus choice phrases and sentences recommended by professionals.

 

How to write an inquiry letter:

Be courteous. Remember, by making this request you are imposing on the reader’s time and/or resources.

Don’t send an inquiry letter for information that you could easily find out by other means, such as with a quick search on the Internet.

Your letter can be fairly short, but it should be long enough to adequately explain what it is that you are inquiring about and what you want the reader to do in response to your letter.

Generally, give at least a couple of weeks for the person, company, or organization to respond to your inquiry before sending a follow-up letter or making a follow-up phone call.

If appropriate, you may want to mention that you will keep any information provided confidential. (This may increase the likelihood that the reader will respond to your inquiry.)

Make it as easy as possible for the person to respond to your request. This might mean offering to pay for any needed photocopies or mailing costs, or perhaps including a self-addressed, stamped envelope; necessary forms, questionnaires, or other documents; and so forth.

Make sure to include contact information so that the person can easily get in touch with you if necessary, such as your cell or home phone number or e-mail address.

When the person responds to your inquiry, it is a good idea to send a quick note of thanks expressing your appreciation and telling how the information helped (or can help) you. If appropriate, you may want to offer to return the favor in the future.

 

How to respond to an inquiry letter:

Specifically indicate the inquiry that was made, as you understand it. Express your appreciation for the person’s interest. If possible, personally respond to the inquiry. You might want to include with your

response letter any brochures, catalogs, reports, or other helpful information available.

If appropriate, clearly describe any action you feel the person should take and the reason(s) for such a recommendation. (However, you may want to use caution because of any possible liability you might incur for offering such advice.)

If you can not personally answer the person’s question, let him/her know that you have contacted the person who can and that he/she will shortly be in touch with the reader. If this is not possible, express your regret for being unable to help the reader, and try to find out for him/her the contact information for someone who can help.

If appropriate, you might want to include additional information about your organization, the products or services you sell, or the subject matter of the inquiry, beyond the scope of the original inquiry.

Close by saying that you would be happy to help the reader in the future if he/she needs further assistance or by wishing him/her well in his/her endeavor or project, etc.

 

Inquiry Letter Tips:

Begin your letter by stating who you are and giving your status or position (such as student, researcher, interested consumer, etc.), and tell how you found out about the individual or entity that you are writing to.

Clearly state what it is that you are inquiring about and what you would like the recipient of your letter to do. Make your inquiry as specific as possible.

You might want to briefly explain the purpose of your letter or what you hope to accomplish. Such an explanation may prompt the recipient of your letter to act more quickly.

If appropriate, consider mentioning the letter recipient’s qualifications for responding to your inquiry (this may prompt him/her to act when he/she might otherwise be hesitant to do so). For example, you could explain that you are writing to the reader because she is a leader in her field and the accepted authority on the subject you are interested in.

Include the date by which you need the information, services, etc. that you are requesting, and indicate that you await the reader’s response.

Thank the person for his/her time.  

Neutral Messages Unsolicited messages –specifically,

announcements & transmittals Announcements: the good-news plan works

for most kinds of announcements Announcing sales and events Announcing procedures, politics and

responsibilities Clarity & tones are important factors in

messages announcing policies & directives. Announcing honors and activities of people

Transmittals Transmittal Letters Quickly and effortlessly create transmittal

letters to clarify your desires and instructions.

With Write Express software you get example transmittal letters to help you find the perfect words to say, plus choice phrases and sentences recommended by professionals.

A Transmittal is a letter or memo that simply sends a documents to the reader

Transmittals are also called COVERING LETTERS.

What is a transmittal letter?

Transmittal letters are often used to accompany drafts or contracts that are being sent for review or approval. They also accompany contracts with signatures.

Generally speaking, a transmittal letter accompanies a document and explains what the document is, why it should receive the reader's consideration, and what the reader should do with it.

Letters of transmittal provide the opportunity to remind a reader of a report title and to highlight points of interest. The letter may also contain sensitive or confidential information that is related to, but not a part of, the report.

If you are sending a transmittal letter to accompany supplies, equipment, etc. that are being sent to someone within the company, that person's concerns are the same as those of any other customer, and he or she should receive the same consideration.

 

How to write a transmittal letter:

Establish good will. Make your transmittal letter as clear and neat as possible. Keep your letters brief (usually no more than one page). Include important dates or deadlines that the reader should be

made aware of. Identify the contents of the package you send when sending a bid,

proposal, or quotation in response to a request. Your letter of transmittal should address your client, and it should briefly explain the title of the enclosed proposal or other document, delineate the research completed to produce the document, and outline the major sections of the document.

Answer questions not covered in your company literature when accompanying examples or information requested by a customer or potential client.

Promote further sales when sending a transmittal letter with a customer's order by reminding the reader of the product's good qualities.