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Business Messages

The document provides guidance on writing different types of business messages, including persuasive messages, sales letters, negative messages, and announcing bad news. It recommends including an opening to gain attention, body to build interest and reduce resistance, and closing to motivate action. For announcing bad news indirectly, it suggests buffering the opening, presenting reasons, cushioning the bad news, and closing pleasantly.

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nomiiiiiiiii
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55 views13 pages

Business Messages

The document provides guidance on writing different types of business messages, including persuasive messages, sales letters, negative messages, and announcing bad news. It recommends including an opening to gain attention, body to build interest and reduce resistance, and closing to motivate action. For announcing bad news indirectly, it suggests buffering the opening, presenting reasons, cushioning the bad news, and closing pleasantly.

Uploaded by

nomiiiiiiiii
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Business Messages

Persuasive Messages
 These are necessary when resistance is anticipated
 When idea requires preparation before its presented
 Writing plan for a persuasive message:
 Opening: Obtain the reader’s attention and interest: Describe a
problem, state some thing unexpected, suggest reader benefits, offer
praise or compliments, or ask a stimulating question
 Body: Build interest: Explain the purpose of request, Prove its
worthwhile, use facts and figures, direct and indirect benefits etc
 Body: Reduce Resistance: Anticipate objections, offer
counterarguments, establish credibility, demonstrate competence and
show value of your proposal
 Closing: Motivate action: Ask for a particular action. Make the action
easy to take, Show courtesy and respect.
Requesting favors & actions
 Persuading within organizations
 Making claims and requesting
adjustments (Complaint Letters)
Logical Development
Moderate Tone
Sales Letter
General:
 Opening: Gain Attention
 Body: Build interest & Reduce resistance
 Closing: Motivate action

Online:
 Be selective: use “opt-in” marketing approach
 Use receiver’s name
 Keep the message short, conversational and focused
 Make a strong offer
 Motivate response
 Provide means for being removed form mailing list
Negative Messages
 Business problems are usually resolved in
following ways:
 Call the individual involved
 Describe the problem and apologize
 Explain why problem occurred, what you are
doing for resolution, and how you will prevent it
from happening again
 Follow up with a letter that documents the phone
call and promotes goodwill
Negative Messages
 Written correspondence is involved
when:
 Personal contact is impossible
 To establish record of incident
 Formally confirm follow up procedures
 Promote good relations
Announcing Bad News: Indirect
Approach
 The indirect approach to announce bad news
consists of four main parts:
 Buffer
 Reasons
 Bad News
 Closing
 Ethics & indirect strategy
Bad News: Buffering the opening
“Buffer is a device to reduce shock or pain”
 Best News first
 Compliment
 Appreciation
 Agreement
 Facts
 Understanding
 Apology
Bad News: Presenting Reasons
 Being cautious in explaining
 Citing reader benefit
 Explaining company policy
 Choosing positive words
 Showing that the matter was treated
seriously and fairly
Bad News: Cushioning the bad news

 Positioning the bad news


 Using the passive voice
 Accentuating the positive
 Implying the refusal
 Suggesting a compromise or an
alternate
Bad News: Closing Pleasantly
 Forward look
 Alternative
 Good wishes
 Freebies
 Resale or sales promotion
Refusing Request/Claims/ Announcing
bad news to customers or employees

 Buffer: Start with a neutral statement


 Reasons: Present relevant reasons, avoid
negative tone, include sales, resale
material/promotion
 Bad News: Soften the tone, use passive voice,
accentuate positive etc
 Closing: Renew good feelings with a positive
statement. Look forward to continued business
Bad News: Direct Patter
 When bad news is not damaging
 When receiver may overlook the bad news
 When organization policy suggests
directness
 When receiver prefers directness
 When firmness is necessary

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