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Lecture Note - Chap 6

This document contains an outline for writing positive business messages. It discusses channels for positive messages like emails, memos, and social media. It provides guidance for writing direct requests, response messages, claims, and adjustment messages. Key elements include being clear, concise, and courteous while addressing the other party's needs and maintaining goodwill. The document also describes the five S's of goodwill messages: being selfless, specific, sincere, spontaneous, and short.

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Khánh Chi
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132 views4 pages

Lecture Note - Chap 6

This document contains an outline for writing positive business messages. It discusses channels for positive messages like emails, memos, and social media. It provides guidance for writing direct requests, response messages, claims, and adjustment messages. Key elements include being clear, concise, and courteous while addressing the other party's needs and maintaining goodwill. The document also describes the five S's of goodwill messages: being selfless, specific, sincere, spontaneous, and short.

Uploaded by

Khánh Chi
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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Name: Trần Thị Khánh Chi Student ID:

19040058

University of Foreign Languages and International Studies

DIVISION OF ENGLISH FOR SPECIAL PURPOSES

Chapter 6: Positive Messages

Fill the gap with a suitable word or phrase. Use the textbook as a reference.

Outcome 1: Channels used for Positive messages


● (1) Memos
● (2) E-mails
● (3) Social media networks
● Letters
● (4) IM and text messages
● Blogs

Outcome 2: Reasons why business letters are important


● Are still the preferred channel for (5) external communication in certain situations.
● Go to (6) suppliers, government agencies, vendors, and customers.
● Encourage (7) feedback.
● Project a favorable image of the organization.
● (8) Promote a future business.
● Provide a (9) permanent record.
● Are (10) sensitive and formal.
● Accompany (11) confidentially.
● Explain terms.
● Share ideas.
● (12) Negotiate agreements.
● Answer vendor (13) questions.
● Maintain (14) customer relations.

Outcome 3: Writing plan for direct requests


3.1. OPENING
● Ask the most important question (15) first or express a polite command.
● (16) Give long explanations preceding the main idea.
3.2. BODY
● Explain the request (17) logically and courteously.
● (18) List questions in numbered or bulleted form.
● Use open-ended questions (What steps are necessary …) instead of (19) closed-ended
questions (Will she complete her contractual obligation …)
● ▪ Suggest reader (20) other requests, if possible.
3.3. CLOSING
● State specifically, and courteously, what (21) action is to be taken.
● Mention an (22) end date, if necessary. Provide logical reasoning for the (23) action
mentioned above.
● Make it easy for the receiver to (24) understand

Outcome 4: Writing plan for response messages


4.1. SUBJECT LINE
● Summarize the (25) main information from your reply.
● Use (26) suitable styles omitting articles (a, an, the).
4.2. OPENING
● Start directly by responding to the request with a (27) summary statement.
● Deliver the information that the (28) receiver wants.
● When announcing good news, do so (29) neutral.
4.3. BODY
● Provide (30) additional information and details.
● Use lists, tables, headings, and bold or italics to add (31) information and (32) statistics.
● Try to (33) recommend your products and your organization to customers.
4.4. CLOSING
● Add a (34) concluding remark, summary, or offer of further assistance.
● Avoid (35) sounding repetitive (If you have any other questions, don’t hesitate to call).
● Be (36) polite.

Outcome 5: Writing plan for a direct claim


5.1. OPENING
● Describe clearly the (37) desired claim.
● State the (38) remedy briefly when it is obvious (Please credit my Visa account).
● Request and (39) explain when the remedy is not obvious (Please explain your policy).
5.2. BODY
● Explain your (40) claim.
● Tell why it is (41) justified.
● Provide (42) details describing the desired action.
5.3. CLOSING
● End pleasantly with a (43) goodwill statement.
● Include an end date and (44) action request, if appropriate

Outcome 6: Writing plan for adjustment messages


6.1. SUBJECT LINE
● Identify the previous (45) correspondence and refer to the main topic.
6.2. OPENING
● Grant the request or announce the (46) adjustment immediately.
● Avoid sounding grudging or (47) reluctant.
6.3. BODY
● Provide details about how you are (48) complying with the request.
● Try to regain the customer’s (49) confidence.
● Explain how diligently your organization works to avoid (50) disappointing customers.
● (51) Apologize, if appropriate, but don’t admit negligence.
● Don’t use (52) negative words (trouble, regret, misunderstanding, fault, error).
● Avoid blaming customers – even when they may be (53) at fault.
● Don’t blame (54) individuals or departments within your organization.
● Avoid making (55) unrealistic promises you can’t guarantee that the situation will never
recur.
6.4. CLOSING
● Express (56) appreciation of what the customer wrote.
● End positively with a forward-looking thought perhaps suggesting future business relations.
● Avoid referring to (57) unpleasantness by mentioning again what went wrong.

Outcome 7: The Five Ss of Goodwill Messages


Draw a mindmap to describe the relationship among the 5 Ss.
● Selfless. Focus the message solely on the receiver, not the sender. Don't talk about yourself;
avoid such comments as I remember when I…
● Specific. Personalize the message by mentioning specific incidents or characteristics of the
receiver. Telling a colleague a Great speech is much less effective than a Great story about
McDonald's marketing in Moscow. Take care to verify names and other facts.
● Sincere. Let your words show genuine feelings. Rehearse in your mind how you would
express the message to the receiver orally. Then transform that conversational language into
your written message. Avoid pretentious, formal, or flowery language (It gives me great
pleasure to extend felicitations on the occasion of your firm's twentieth anniversary).
● Spontaneous. Keep the message fresh and enthusiastic. Avoid canned phrases
(Congratulations on your promotion, Good luck in the future). Strive for directness and
naturalness, not creative brilliance.
● Short. Although goodwill messages can be as long as needed, try to accomplish your
purpose in only a few sentences. Remembering an individual is most important. Such caring
does not require documentation or wordiness. Individuals and business organizations often
use special note cards or stationery for brief messages

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