B Comm Chap 7.ppt

8/10/2019 B Comm Chap 7.ppt

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Chapter 7

Positive, Neutral,

and Social BusinessMessages


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Parts of a Business

Letter

Letterhead Island Graphics 893 Dillingham Boulevard

Honolulu, HI 96817-8817

line 12 or 2 lines below letterhead

Dateline September 13, 200x

2 to 10 lines

Inside Mr. T. M. Wilson

Address Visual Concepts nterprises

1!01 "aumualii "i#hwa$

%ihue, "& !'('' 1 blan) lineSalutation *ear Mr. Wilson+


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1 blan) line

Subject Line S-/CT+ %C %TT ST% 1 blan) line

Body This letter illustrates bloc) letter st$le, aboutwhich $ou as)ed. 4ll t$ped lines be#in at the le5t

mar#in. The date is usuall$ placed two inches 5rom

the top ed#e o5 the paper or two lines below the last line o5 the

letterhead, whiche6er position is lower.

&n modi5ied bloc) st$le, the dateline and closin# lines

are started at the center instead o5 at the le5t mar#in.


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&5 a sub7ect line is included, it appears two lines

below the salutation. The word SUBJEC is

optional. Most readers will reco#ni8e a statement

in this position as the sub7ect without an

identi5$in# label. The complimentar$ close

appears two lines below the end o5 the last

para#raph. 1 blan) line

Complimentary Sincerel$,

Close 3 blan) lines


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Signature Mar) ". Won#Block 9raphics *esi#ner

1 blan) line

Reference M"W+pil

Initials


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Types of Messages

Positive or neutral

Claims

Adjustments

Social business messages


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Positive or Neutral Message

Information will be pleasant,favorable, or neutral to the receiver

The message may Provide routine or unsolicited

information

!e"uest information or action !espond favorably to a re"uest for

information or action


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The Opening

&ive the positive or neutralinformation

'e optimisticProvide coherence

(se emphasis techni"ues

Stress receiver interests andbene)ts


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The Eplanation

Present related information

'e objective

'e concise

'e positive


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The Sales !ppeal"if appropriate#

Personali*e for the receiver and

situation!estore con)dence or suggest

alternatives

Aim for "uic+ action


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The $riendly Close

'uild goodwill

'e concise

'e positive

#press appreciation


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%e&uest !pprovals

(se the direct plan -pen with the good news

Provide details or an e#planation

Include a friendly close


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Clai(s

(se the direct plan

Present the claim and its impact Provide e#planation with

bac+ground information

State the speci)c remedy you see+ Include a friendly, optimistic close


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Clai( !d)ust(ents

This is a positive response to aclaim

(se the direct plan Positive information

Convincing e#planation

.ective, personali*ed sales appeal

Positive close


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Social Business Messages

Congratulations

Condolence

Appreciation

Invitation

/oliday greetings0elcome


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Congratulations

'e personal, sincere, direct

Immediately mention the honoror accomplishment

Say why the receiver is

deservingnd positively


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Condolence

(se direct plan

Convey sympathy

Include only necessary details1 usea positive and sincere tone

-.er assistance if appropriate

!efer to the future in a positiveway


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!ppreciation

(se the direct plan

#press gratitude

Provide supporting evidence

#press appreciation using wordsdi.erent than used in the opening


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'nvitation

Include all necessary information

including date, time, place,suggested dress, whether thereceiver may bring a guest, and

an !S2P notation


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*oliday +reeting

Ac+nowledge appropriateholidays in the countries where

you have employees, customers,or suppliers

Cards are the most common

format3istinctive messages may bemore memorable


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elco(e

(se the welcome as the mainidea

Provide details

(se a personal close


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Style in Social BusinessMessages

/andwritten in times of sorrow Printed invitation for a formal social

function

Computer4printed message towelcome an employee or customer Commercially produced cards for

brief personal messages

Computer4printed letters for purelybusiness situations

4mail and electronic greeting cardslac+ the personal tone desirable in

social business messages

Documents

B Comm Chap 7.ppt