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Lecture Lesikar's business communication: Connecting in a digital world (13/e): Chapter 7 - Kathryn Rentz, Paula Lentz

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Chapter 7 - Getting to the point in good-news and neutral messages. This chapter presents the following content: Understand the reader’s likely reaction, learn the general plan for direct-order messages, applications of the general plan. | Chapter 7 Getting to the Point in Good-News and Neutral Messages © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Understand the reader’s likely reaction. Learn the general plan for direct-order messages. Applications of the general plan Routine inquiries Favorable responses Order acknowledgments and thank-you messages Direct claims Adjustment grants Operational communications Click to edit Master title style Chapter Overview Determine the reader’s probable reaction—positive, neutral, negative. If the reader’s reaction is likely positive or neutral, use a direct approach. Asking for something your reader is likely to grant Complying with the reader’s request Giving good news Acknowledging an order If the reader’s reaction is likely negative, use an . | Chapter 7 Getting to the Point in Good-News and Neutral Messages © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Understand the reader’s likely reaction. Learn the general plan for direct-order messages. Applications of the general plan Routine inquiries Favorable responses Order acknowledgments and thank-you messages Direct claims Adjustment grants Operational communications Click to edit Master title style Chapter Overview Determine the reader’s probable reaction—positive, neutral, negative. If the reader’s reaction is likely positive or neutral, use a direct approach. Asking for something your reader is likely to grant Complying with the reader’s request Giving good news Acknowledging an order If the reader’s reaction is likely negative, use an indirect approach. Asking for something your reader will not grant Refusing a request Click to edit Master title style Preliminary Assessment Begin with your objective, stating it immediately in the first sentence or after a brief summary of background information. Cover the remaining part of the objective. End with goodwill. Click to edit Master title style The General Plan for Direct Order Routine Inquiries are direct requests for information (questions). Routine Inquiry situations may include: Following up on an ad. Choosing a vendor. Checking meeting availability with a client. Click to edit Master title style Routine Inquiries Possibilities: Make each question a separate sentence with a bullet. Give each question a separate paragraph. Order or rank each question with numbers. Structure your questions in true question form so that they stand out (aren’t buried in text). Click to edit Master title style Routine Inquiry—Question Tips Favorable Responses are positive answers