Bus 100 Final Study Guide

Bus 100 Final Study Guide - Chapter 6 What are the four...

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Chapter 6 What are the four parts of planning for a business message? Use Direct organizational pattern Access your reader’s probable reaction to what you have to say. Begin with your objective. For instance, if you are asking for information, start by asking for it. End with adapted goodwill such as “if you answer these questions by next week, Ms. Hill and I will be grateful. Inquiries and Responses: In routine inquiry, you can either start with a specific question or a general question that sets up other questions. When you answer inquiries favorably, your primarily goal is to tell your readers what they want to know. Because their reaction will be favorable, be direct. If your answer has some bad news in it, position the positive and good news in positions of high emphasis. When you grant a client an adjustment due to damage products or error in service, write your message in direct order. However, be aware of two factors: a) you need to overcome negative impressions that the experience leading to the adjustment has made in the readers mind, b) you need to regain the reader’s lost confidence. Adjustment messages What is the overall plan for adjustment messages? Here is the overall plan for adjustment messages: a) Begin directly—with the good news, b) Incidentally, identify the correspondence that you are answering, c) Avoid negatives that recall the problem, d) Regain lost confidence through explanation or corrective action, e) End with a friendly positive comment Order Acknowledgements Acknowledgements are sent to let people know the status of their orders. Most companies use a form or computer generated messages. Claims are an exception to bad news situations: a) Businesses want to know if there is a problem with their product, b) Directness lends strength, and strength enhances the likelihood of a satisfactory response. Internal-Operational Communication Frankness is expected in most internal exchanges. Most follow a direct pattern.
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Chapter 7 When a message contains primarily bad news, you usually should write it in indirect form. This is specially effective when you MUST say NO. Using the Indirect Order form also allows you to provide an explanation as to why you are refusing the request. Your strategy might include: a) facts that clearly make the decision necessary (i.e. budgets, deadlines), b) expert opinion of authorities whom both you and your reader respect c) You could show the reader that the negative decision will in fact benefit the reader in the long term (current assets to debts ratio in rejecting a credit application) More on Bad News Use first or third person and avoid a “you” centered strategy. Always end the message on a forward-looking and positive note :
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This note was uploaded on 07/17/2009 for the course BUS 100 taught by Professor Moshiri during the Fall '08 term at UC Riverside.

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Bus 100 Final Study Guide - Chapter 6 What are the four...

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