GOOD NEWS AND NEUTRAL

MESSAGES
Ms. Maria Ahmad
Favorable Replies
1. Answering Inquiries
2. Granting requests for adjustment
3. Approving Credit
4. Acknowledging orders
5. Granting favors and other requests
6. Job acceptance letters
7. Goodwill messages: appreciation, congratulation, and condolence letters.
Neutral Messages
Announcement about:
• Sales and events
• Procedure, policies and
responsibilities
• Honors and activities of
people
• Transmittals(packing slip)
Use Direct Approach

• First: best news or main idea

• Middle: Explanation, with one or more of the following, when appropriate:

all necessary details, educational information, resale and sales promotion.
(why, what, when, who, where and how)

• Last: positive, friendly ending with a clear statement of action deaired,

motivation to action, willingness to help further and appreciation.
Favorable Replies
• Begin with the best news first- information that is useful to the reader.
• Compliance with the reader request is more important than:
1. Expression of gratitude
2. Pleasure
3. Apology for not being able to deal with the request.
E.g.
Job acceptance letters
Letters of Congratulations, Appreciation and Condolences
Answering Inquiries
• Information about personnel and credit applicants.
• You have fourfold responsibility when you write recommendation.
• 1. The applicants, so they can get what they are best qualified.
• 2. The inquiries, because they are depending on your sincere
comments. (prospective employee, creditor, landlord or whomever).
• 3. Your own conscience and reputation, for integrity.
• 4. the civil rights and legal statues that covers hiring practices.
Plan For Recommendation Letters
A subject line can cover main part:
Confidential Report by Request on Ms. Sehrish as a Prospective Field
Representative.
Main idea
• State the applicant’s full name and what a sender relationship to you.
• Mention dates, length of time and type of job credit, tenancy or whatever is
pertinent (relevant).
• Explanation:
• Answer all questions
• Support your statement of evaluation with specific, facts about performance
record.
• Negative material: Recommendation for Candidates with shortcomings.
Plan For Recommendation Letters
Ending
• Opinion about the applicant probable fitness for the position or for
the lease, credit.
• Be sure to correlate your opinion.
Granting Request for Adjustment
• Depends upon not only on what you say but how you say it.
• It includes:
• Tone of adjustment messages
• Organization and content when the seller is at fault.
• When the buyer or third party is at fault.
• When fault has not yet been determined .
• Tone of adjustment messages
• Consideration and courteous tone is important.
Organization and content when the seller is at fault.
• Begin with whatever you think the reader will consider the best news.
i.e refund, exchange, credit memos and speedier.
• Explaining what caused the mistake.
• When fault has not yet been determined .
• Express interest in the problem
• Assure the customer you are looking into the matter
• Include brief resale material, if desirable
• Courteously state that you will give your reader the facts as they are
available.
When the buyer or third party is at fault.
• Direct approach:
• Begin by granting the request and follow by a tactful explanation that
helps the customer understand that mistreatment of the purchase
from your firm.
• Indirect Approach:
• Neutral statement that creates rapport (relationships) i.e appreciation
of the reporting the problem.
Final;
Psychological effect on the reader is better if you allow the claim after
you have shown that buyer is at fault.
Writing: Compositional Modes:
• Write a paragraph introducing yourself to your instructor and your
class. Address such areas as your background, interests, achievements,
and goals.

• 200-300 words
• Timing: 15 minutes
 Approving Credits
Best News Explanation
a. Credit approval (if no a. Basis for credit; compliment
purchase) b. Credit terms, payment,
b. Shipment (if goods discounts, limits
ordered) c. Resale on services
Description, Quantity, 1. Consumer: parking, shopping
Prices, Costs, Methods service, departments,
Charges conveniences, deliveries, price
c. Courtesy benefits.
2. Intermediary; warehouses,
discounts, selling aids,
advertising, guarantees, repairs,
deliveries.
d. Resales on products choices
Courteous Case
A. Expectation of pleasant
service and order (not greedy)
B. Suggested action (easy
action. Dared action, if
desirable)
C. Courtesy, suggestion of
further help, if pertinent
(relevant)
Acknowledging Orders
1. Best News 3. Courteous close
A. Shipment Details A. Expectation of pleasant service and order
Description, Quantity, Prices, Costs, (not greedy)
Methods Charges B. Suggested action (easy action. Dared action,
if desirable)
B. Thanks for reminder and/or order
C. Courtesy, suggestion of further help, if
2. Explanation pertinent (relevant)
For Credit Customer For Cash or Credit For Cash Customer
1. Basic For Credit- Resale on Services same Perhaps credit application
Compliment as part one. form enclosed, with
2. Credit terms: payments, Resale on Products invitation to return to
Discounts, limits. ordered: highlights on return it for consideration.
special features-adapted to
buyer.
 Granting Favors

Best news; main idea Explanation Courteous Close

a. Acceptance of favor, a. Pertinent Comments, and a. Cordial (pleasant),

request details regarding favor- what pertinent comments; perhaps
b. Courtesy is being or will be done, etc. a forward look, good wish,
b. Questions, if necessary, compliment, or request.
pertaining to favor.
 Announcements
Best news; main idea Explanation Courteous Close

When appropriate; a. Details to emphasize, A. Expectation of pleasant

a. Five W’s; reader in reader benefits if possible service and order (not
first and all other In admission of error greedy)
paragraphs a. Explanation, apologize, B. Suggested action (easy
b. Statements of emphasis on sincere desire action. Dared action, if
pleasant, to serve well desirable)
compliment; b. Resale on firm products, C. Courtesy, suggestion of
congratulations or service, as appropriate. further help, if pertinent
c. Admission of errors (relevant)
 Transmittals
Best news; Main Idea Explanation Courteous Close

1. Transmittals of If needed A. Expectation of pleasant

Specific item (s) 1. Comments service and order (not
A. A concise reasons 2. Instructions greedy)
B. Courtesy B. Suggested action (easy
action. Dared action, if
desirable)
C. Courtesy, suggestion of
further help, if pertinent
(relevant)