CHAPTER 7

Getting to the point in Good-News and Neutral Messages

 THE GENERAL DIRECT PLAN

A. Beginning with the objective: if your target is to provide information, begin with
information that you want to provide. ( Orientation if required)
B. Covering the remaining part of the objective: if u provide all information at the beginning
nothing needed. If u have additional information:
 cover your information systematically
 Arrange them by priorities

C. Ending with goodwill:

 behave like face to face communication
 thanks and tag for details
 don’t use confusing word, be specific.
 ROUTINE INQUIRIES

A. Choosing the beginning:

 with direct question/request
 With brief statement to orient the readers with question
B. Informing and explaining adequately:
 Explain your question to make it easy to your reader.
c. Structuring the questions:
 make each question using Bullet
 u can use separate paragraph for each question
 Order/Rank your questions
 Structure your question in true question form
 Avoid yes no type questions
D. Ending with Goodwill
 Give thanks
 FAVORABLE RESPONSES

A. Identifying message being answered ( except Email)

B. Beginning with the Answer:
 If your answer is single one start with the answer
C. Logical Arranging the Answer:
 If answer is more than one body of the message become vital,
 Rearrange your answer based on priority
D. Skillfully Handling the Negatives:
 write good news at the very beginning and ending with high emphasis
 Place bad news at secondary position
 Less emphasize on bad news
 Use positive word to avoid negative expression.
E. Considering Extras:
 To maintain good relation provides so extra information.
F. Closing Cordially
 THANK YOU MESSAGE/ ORDER
ACKNOWLEDGEMENT

A. Order Acknowledgement:
 sent to let people who order goods know the status of their orders
 Most ask are routine
 Tell when goods are being shipped
B. Use direct approach:
 warm expression of thanks for order
 Provide current status of goods.
C. Tact in order Acknowledgement:
 Try to minimize the negative news
 Focus on what can or will happen rather than didn’t happen
 Incase of vague order be determine about color, size and price
 STRATEGIES FOR OTHER THANK-YOU-
MESSAGE

A. It requires:
 if someone favor u
 Getting gift from others
 Benefited from others
 Thanks to customers
B. Way to write:
 Must be brief
 Write directly
 Tone should be informal and friendly
 Use first name rather salutation
 Hand writing
 DIRECT CLAIM

A. Using directness for claims:

 easily and quickly address the claim
 Use written format rather than oral.
 Tone must be objective and professional
 Mind that your claim will be adjusted (don’t be hard)
B. Organizing the direct claim:
 Beginning a direct claim
 Exampling the issue
 Providing a good will closing.
 ADJUSTMENT GRANTS

Begin directly with the most important points

Open and close friendly tone
Special needs to be considered:
 overcome any negative impression
 Need to regain confidence of your company