BUILDING

GOODWILL
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OBJECTIVES
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 BUILD GOODWILL
THROUGH
Your best quote that reflects your
 You-attitude
approach… “It’s one small step for
man,one
Positive
giantEmphasis
leap for mankind.”
Improving Tone, Power
and Politeness
Bias-free- Neillanguage
Armstrong
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 YOU-ATTITUDE
Your best
You-attitude is a quote that reflects that
style of communication your:
1. approach…
Looks at things“It’s one
from the small step
audience’s for
point of view
2. man, one giant
Emphasizing leap
what the for mankind.”
audience wants to know
3. Respecting the audience’s intelligence, and
protecting the audience’s ego.

- Neil Armstrong
 5 WAYS TO CREATE
YOU-ATTITUDE
Your
1.Talk best
about quotenotthat
audience, reflects your
yourself.
approach…
2.Refer “It’s
to audience’s oneorsmall
request order. step for
3.Don’t talk about feelings.
man, one giant leap for mankind.”
4.In positive situations, use you more often than I.
Use we when it includes the audience.
5.In negative situations, avoid you.
- Neil Armstrong
 5 WAYS TO CREATE
YOU-ATTITUDE
Your
1.Talk best
about quotenotthat
audience, reflects
yourself. your
approach… “It’s one small step for
 Tell how message affects the audience.
man,
 Don’tone giant
mention leap for work
communicator’s mankind.”
or generosity.
 Stress what audience wants to know.

YOURSELF
- Neil Armstrong
 5 WAYS TO CREATE
YOU-ATTITUDE
Your
1.Talk best
about quote
audience that reflects
: Examples your
approach… “It’s one
a. Lacks you-attitude: small
I have stepthe
reserved for
man, one
service giant
vehicle leap
so you foruse
could mankind.”
it for your
official travel tomorrow.
b. Contains you-attitude: The service vehicle
was requested and was made available for your
- Neil Armstrong
official travel tomorrow.
 5 WAYS TO CREATE
YOU-ATTITUDE
Yourtobest
2. Refer quoteRequest
Audience’s that reflects
or Order your
approach… “It’s one small step for
Specifically
man, onespecific
 Make giantreferences,
leap fornotmankind.”
generic
 Name content of order/request for person or
agency

- Neil Armstrong
 5 WAYS TO CREATE
YOU-ATTITUDE
2. Refer to Audience’s Request or
Your best quote that reflects Order your
Specifically : Examples
approach… “It’s one small step for
a. Lacks you-attitude: I have reserved the
man, one giant leap for mankind.”
service vehicle so you could use it for your
official travel tomorrow.
b. Contains you-attitude: The service vehicle
with plate no. BKS
- Neil621 was requested and was
Armstrong
made available for your official travel tomorrow.
 5 WAYS TO CREATE
YOU-ATTITUDE
YourTalk
3. Don’t best quote
About that
Feelingsreflects your
approach…
 Don’t talk “It’s
aboutone small feelings
audience’s step for
man, onepredict
 Don’t giant audience’s
leap for mankind.”
response
 Only express feelings to:
• Offer sympathy
• Congratulate
- Neil Armstrong
 5 WAYS TO CREATE
YOU-ATTITUDE
YourTalk
3. Don’t best quote
About that: Examples
Feelings reflects your
approach… “It’s one
a. Lacks you-attitude: Yousmall
will be step
happyfor
to
man,
learn one giant
that your leap for mankind.”
reimbursement request has been
approved.
b. Contains you-attitude: Your reimbursement
request has been approved.
- Neil Armstrong
 5 WAYS TO CREATE
YOU-ATTITUDE
4. InYour best
Positive quote Use
Situations, that“You”
reflects
Moreyour
Often
than “I”. Use “We”“It’s
approach… if it includes the audience.
one small step for
man, one
 Use giant
you leap situations
in positive for mankind.”
 Rarely use I in messages
 Avoid we if it excludes the audience
- Neil Armstrong
 5 WAYS TO CREATE
YOU-ATTITUDE
4. InYour best
Positive quoteUse
Situations, that reflects
“You” yourthan
More Often
“I”. Use “We” if it includes the audience
approach… “It’s one small step for : Examples
a.
man,Lacks
one you-attitude:
giant leap I will
for schedule a
mankind.” due
date that works best for my schedule.
b. Contains you-attitude: We will schedule the
due date after we meet.
- Neil Armstrong
 5 WAYS TO CREATE
YOU-ATTITUDE
Your“You”
5. Avoid bestinquote that
Negative reflects
Situationsyour
approach… “It’s oneego
 Protect audience’s small step for
man, oneassigning
 Avoid giant leap for mankind.”
blame
• Use passive verbs
• Use impersonal style
• Talk about things, not people
- Neil Armstrong
 5 WAYS TO CREATE
YOU-ATTITUDE
Your“You”
5. Avoid bestinquote that
Negative reflects
Situations your
: Examples
approach… “It’s one
a. Lacks you-attitude: Yousmall step
failed to sign for
your
receipt
man, oneof payment.
giant leap for mankind.”
b. Contains you-attitude: The receipt of
payment was not signed.

- Neil Armstrong
 You-Attitude Beyond
Sentence Level
Your
1. Be best quote that reflects your
complete
2. approach… “It’s one
Anticipate and answer small step for
questions
3. man,
Show why info is important
one giant leap for mankind.”
4. Show how the subject affects audience
5. Put most important info first
6. Arrange info to meet audience’s needs
- Neil Armstrong
7. Use headings and lists
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 Positive Emphasis

 IsYour
a waybest quote
of looking that reflects your
at situations
 approach… “It’s one small step for
Focus on the positive
 Created through:
man, one giant leap for mankind.”
• Words
• Information
• Organization
- Neil Armstrong
• Layout Half full or Half empty?
 Five Ways to Create
Positive Emphasis
1. Avoid negative words
Your best quote that reflects your
2. Beware of hidden negatives
approach… “It’s one small step
3. Focus on what audience can do, not limitations for
man, negative
4.Justify one giant leap for
information mankind.”
by giving reason or
linking to audience benefit
5. Put negative information in the middle and
present it compactly
- Neil Armstrong
 Five Ways to Create
Positive Emphasis
Yournegative
1. Avoid best quote
words that reflects
: Examples your
approach…
a. Contains“It’s one small
Negatives : Neverstep forput
fail to
man,
the one
actual timegiant leap for
of departure andmankind.”
arrival in your
pass slip.
b. Omits Negatives (Better) : Always put
the actual time of -departure
Neil Armstrong and arrival in your
pass slip.