POSITI

VE
MESS
AGES

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POSITIVE MESSAGES

•Request Messages
•Responding to Requests
•Instruction Messages
•Direct Claims and Complaints
•Adjustment
•Goodwill Messages

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DIRECT REQUEST

A customer wants information about a product

A supplier asks to arrange a meeting
An employee inquiries about a procedure
A manager requests your input on a marketing
campaign

MSC HUYEN PHAM _ INTERNATIONAL UNIVERSITY

 Ask the most important question first
or express a polite command. Start
Opening with the main idea first to let the
reader knows what you want.

Explain the request logically and DIRECT

Body
courteously. Ask other questions if
necessary. Make it readable by REQUES
bulleted points.
T
Request a specific action with an due
Closing date, if appropriate, and show
appreciation.

MSC HUYEN PHAM _ INTERNATIONAL UNIVERSITY

MSC HUYEN PHAM _ INTERNATIONAL UNIVERSITY
 Respond to the request with a
Opening summary statement.

RESPON
Body
List answers to sender’s questions in
order asked. Promote your
DING TO
organization to customers if possible. REQUES
TS
Offer a concluding though, perhaps
Closing referring to the information or action
requested. Offer further assistance.

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MSC HUYEN PHAM _ INTERNATIONAL UNIVERSITY
 Expand the subject line by stating the
Opening main idea concisely in a full sentence.

Divide the instructions into steps. List

INSTRU
Body
the steps in the order in which they are
to be carried out. Arrange the items
CTION
vertically with numbers. Begin each
step with an action verb.
MESSAG
ES
Request a specific action, summarize
Closing the message, or present a closing
though.

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MSC HUYEN PHAM _ INTERNATIONAL UNIVERSITY
Opening Describe clearly the desired action.

Body
Explain the claim, tell why it is
justified, and provide details
DIRECT
describing the desired action. CLAIMS

End pleasantly with a goodwill

Closing statement, and include an end date
and action request, if appropriate.

MSC HUYEN PHAM _ INTERNATIONAL UNIVERSITY

MSC HUYEN PHAM _ INTERNATIONAL UNIVERSITY
 Grant the request or announce the
Opening adjustment immediately.

Provide details about how you are

Body
complying with the request. Try to
regain the customer’s confidence.
ADJUST
Apologize, if appropriate, but don’t
admit negligence.
MENT
End positively with a forward-looking
thought. Include sales promotion, if
Closing appropriate. Avoid referring to
unpleasantness.

MSC HUYEN PHAM _ INTERNATIONAL UNIVERSITY

MSC HUYEN PHAM _ INTERNATIONAL UNIVERSITY
NEGATIVE
MESSAGES
MSC HUYEN PHAM _ INTERNATIONAL UNIVERSITY
GOALS IN COMMUNICATING
NEGATIVE NEWS

Explain clearly and completely

Project a professional image
Convey empathy and sensitivity
Be fair
Maintain friendly relations

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WHEN TO USE THE
DIRECT STRATEGY
When the bad news is not damaging
When the receiver may overlook the bad news
When the organization or receiver prefers directness
When firmness is necessary

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MSC HUYEN PHAM _ INTERNATIONAL UNIVERSITY
WHEN TO USE THE
INDIRECT STRATEGY
When the bad news is personally upsetting
When the bad news will provoke a hostile reaction
When the bad news threatens the customer relationship
When the bad news is unexpected (the company suddenly
closes an office)

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FOUR-PART INDIRECT STRATEGY
FOR BAD NEWS

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FOUR-PART INDIRECT STRATEGY
FOR BAD NEWS

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MSC HUYEN PHAM _ INTERNATIONAL UNIVERSITY
MSC HUYEN PHAM _ INTERNATIONAL UNIVERSITY
BUFFER POSSIBILITIES:
Compliment: “I sincerely admire your fundraising projects on behalf
of young entrepreneurs. I am honored that you asked me to be the
guest speaker for the event on May 6.”

Appreciation: “We appreciated learning about your experiences and

qualifications in the interview last week.”

Facts: “During the past eight months the number of guests eating in
our restaurant has dropped 40%.”

Understanding: “We know that you expect superior performance

from the products you purchase from Dell. That’s why we are writing
personally about the XPS laptop your recently ordered.”
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APPOLOGY

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MSC HUYEN PHAM _ INTERNATIONAL UNIVERSITY