POSITIVE & NEUTRAL MESSAGES

Deductive Approach

Depending on your assessment of the receivers reaction to your main idea Receiver feels pleasing or neutral Good News: Messages that convey pleasant Information Neutral: Message of Interest to the receiver but unlikely to generate an emotional reaction

Deductive Approach Fig 6.1

Main Idea- Details & Explanations- Remind & future oriented closing thought Advantages of Deductive Approach
1st

sentence Easy to Write 1st sentence gets the attention 1st sentence puts receivers in a pleasant frame of mind Arrangement saves receivers time
Business Communication by Lehman, Dufrene & Sinha

Page 106- Chapter 6

1.

Beginning with the Objective Presenting Any Necessary Explanation

2.

3.

Covering the Remaining part of the Objective

Ending with Adapted Goodwill
Basic Business Communication by Lesikar & Flatley

4.

Good News Messages

1. 2.

Positive News Thank you & Appreciation Messages

1.
1. 2. 3. 4.

Thank you Messages

Reflect your sincere feelings & gratitude Identify the reason for being grateful Provide specific reasons the action is appreciated Eg: Thanks for a gift, thanks for hospitality

2.
1.

Appreciation Messages
2.
3. 4.

Recognize, Reward and Encourage Receiver Timely Manner Exaggerated Language Specific Comments

Routine Claims

Claim: A request for Adjustment (Eg: Refund, replacement, exchange, or payment for damages) Routine Claim: Claim granted quickly, willingly and without persuasion Persuasive Claim: Claim granted only after explanations and persuasive arguments have been presented As routine claims will be granted quickly and willingly, a forceful, accusatory tone is inappropriate.

Examples

Fig 6-2 Page 126 Fig 6-3 128 Fig 6-4 & Fig 6-5 Page 129 Fig 6-6 & Fig 6-7 Page 130-131 Case Illustration Page 140 Charles Hotel (Leskiar & Flatley) Critical Thinking Ex-3 Page 145 (Leskiar & Flatley)