Chapter 7 - Saying “Yes” and “No” in correspondence. In this chapter, the following content will be discussed: Four-part plan for yes letters, creating effective buffers for bad news, a model for negative responses to orders, denying credit without explanation. | 5/14/2020 5:44:12 AM Four-part Plan for Yes Letters • Deliver the yes message early. • Keep the yes message simple. • Specify exactly what you are saying yes to. • Sell when appropriate. 5/14/2020 5:44:12 AM Creating Effective Buffers for Bad News • Focus on a positive aspect. • Praise the reader appropriately. • Concentrate on special needs. • Use time as an explanation, if true. 5/14/2020 5:44:12 AM A Model for Negative Responses to Orders • Begin with a buffer. • Clearly state what you can and cannot do. • Include helpful explanations or qualifications • Conclude with goodwill. 5/14/2020 5:44:12 AM Denying Credit Without Explanation • Tell the reader how you felt in receiving application. • Get to the heart of your action. • Thank the reader. | 5/14/2020 6:16:37 AM Four-part Plan for Yes Letters • Deliver the yes message early. • Keep the yes message simple. • Specify exactly what you are saying yes to. • Sell when appropriate. 5/14/2020 6:16:37 AM Creating Effective Buffers for Bad News • Focus on a positive aspect. • Praise the reader appropriately. • Concentrate on special needs. • Use time as an explanation, if true. 5/14/2020 6:16:37 AM A Model for Negative Responses to Orders • Begin with a buffer. • Clearly state what you can and cannot do. • Include helpful explanations or qualifications • Conclude with goodwill. 5/14/2020 6:16:37 AM Denying Credit Without Explanation • Tell the reader how you felt in receiving application. • Get to the heart of your action. • Thank the reader. | 5/14/2020 6:32:13 AM Four-part Plan for Yes Letters • Deliver the yes message early. • Keep the yes message simple. • Specify exactly what you are saying yes to. • Sell when appropriate. 5/14/2020 6:32:13 AM Creating Effective Buffers for Bad News • Focus on a positive aspect. • Praise the reader appropriately. • Concentrate on special needs. • Use time as an explanation, if true. 5/14/2020 6:32:13 AM A Model for Negative Responses to Orders • Begin with a buffer. • Clearly state what you can and cannot do. • Include helpful explanations or qualifications • Conclude with goodwill. 5/14/2020 6:32:13 AM Denying Credit Without Explanation • Tell the reader how you felt in receiving application. • Get to the heart of your action. • Thank the reader. . | 5/14/2020 6:50:35 AM Four-part Plan for Yes Letters • Deliver the yes message early. • Keep the yes message simple. • Specify exactly what you are saying yes to. • Sell when appropriate. 5/14/2020 6:50:35 AM Creating Effective Buffers for Bad News • Focus on a positive aspect. • Praise the reader appropriately. • Concentrate on special needs. • Use time as an explanation, if true. 5/14/2020 6:50:35 AM A Model for Negative Responses to Orders • Begin with a buffer. • Clearly state what you can and cannot do. • Include helpful explanations or qualifications • Conclude with goodwill. 5/14/2020 6:50:35 AM Denying Credit Without Explanation • Tell the reader how you felt in receiving application. • Get to the heart of your action. • Thank the reader.
