Business Messages

Business Messages Are Important When

A permanent record is required.

Formality is necessary. A message is sensitive. An organized, well-

considered presentation is necessary.

Hidden Negative Meanings

You are wrong . . . .(I am right.)

You do not understand . . . .(You are not very bright.)

Your delay . . . .(You are at fault.)

You forgot to . . . .(You are not only inefficient but also stupid and careless.)

Use Bias-Free Language

Gender-Biased

female attorney

waitress

man hours

workman

Improved

attorney

server

working hours

workerBiased

Each employee has his ID card.

Improved

Each employee has an ID card.

All employees have ID cards.

Use Courteous LanguageLess Courteous

Everyone must return these forms by January 1.

More Courteous

Please return the forms by January 1.

Less Courteous

This is the second time I’ve had to write!

Why can’t you get my account straight?

More Courteous

Attached is my previous letter.

Please help me straighten out this account.

Use Simple, Familiar LanguageUnfamiliar

We need to effectuate improvement of our

manuals to better elucidate our training goals.

Familiar

We need to improve our manuals to clarify

our training goals.

Unfamiliar

Sales reps generally conjecture when making

sales projections for homogeneous territories.

Familiar

Sales reps generally guess when projecting

sales in similar territories.

Direct Lettersand Goodwill

Messages

PersuasiveMessages

Bad News Messages

Messages

RoutineMessages

1. Direct requests for information and action

2. Direct claims

3. Direct responses to information requests

4. Adjustment letters

5. Letters of recommendation

6. Goodwill messages

Direct Lettersand Goodwill

Messages

Writing Plan for Direct Claim

Body Closing

Describe clearly the desired action.

Opening

Opening Closing

Explain the nature of the claim. Tell why the claim is justified. Provide details regarding the

action requested.

Body

Writing Plan for Direct Claim

Opening Body

End pleasantly with a goodwill statement.

Include end dating if appropriate.

Closing

Writing Plan for Direct Claim

Letters of Sympathy

to console a friend, relative,

or loved one

Letters of Sympathy

to console a friend, relative,

or loved one

Congratulatory Messages forengagements,

marriages,anniversaries,

births, promotions,appointments, awards, or anysignificant event

Congratulatory Messages forengagements,

marriages,anniversaries,

births, promotions,appointments, awards, or anysignificant event

Letters of Appreciation tocustomers for their business,

hosts and hostesses for their hospitality,colleagues for jobs well done, or

individuals who have performed favors

Letters of Appreciation tocustomers for their business,

hosts and hostesses for their hospitality,colleagues for jobs well done, or

individuals who have performed favors

ThreeThree

Types ofTypes of

GoodwillGoodwill

MessagesMessages

ThreeThree

Types ofTypes of

GoodwillGoodwill

MessagesMessages

Keep themessage

short.

Keep themessage

short.

Bespontaneous.

Bespontaneous.

Be sincere.

Be sincere.

Bespecific.

Bespecific.

Beselfless.

Beselfless.

Tips for WritingTips for Writing

GoodwillGoodwill

MessagesMessages

The Five SsThe Five Ss

Tips for WritingTips for Writing

GoodwillGoodwill

MessagesMessages

The Five SsThe Five Ss

Writing Thank-YousWriting Thank-Yous

Cover three points in gift thank-yous. Identify the gift. Tell why you appreciate it. Explain how you will use it.

Be sincere in sending thanks for a favor. Tell what the favor means to you. Avoid superlatives and gushiness. Maintain credibility with sincere, simple

statements.

Explain the request logically and courteously.

Ask other questions if necessary

Request a specific action with an end date, if appropriate.

Show appreciation.

RoutineMessages

Improving Openers for Routine Request LettersImproving Openers for Routine Request Letters

Improved

Will you please answer the following questions regarding possible accommodations at the PC for a conference in May.

Body Closing

Weak

I’ve been given the task of locating a convention site for my company’s meeting. I’ve checked a number of places, and your hotel looks possible.

Opening

Improving Closings for Direct Request LettersImproving Closings for Direct Request Letters

Weak

Thanks for any information you provide.

Opening Body Closing

Improved

We would appreciate receiving answers to these questions before April 4 so that we will have plenty of time to plan our conference.