TEACHER – SHAHED RAHMAN

Directness in Good-News and Neutral Message

ADJUSTMENT GRANTS

Good news in adjustment grant justifies directness.

In a positive situations a message written in the direct order is appropriate Considering Special Needs

Considering Special Needs

You begin directly with the good news answer.

Refer to the message you are answering

Two special needs Need to Overcome Negative

Impressions Negative impression remain; so overcome

them. Experience has not been pleasant Using the words that produce positive effects Overcome through positive writing Even apologies may be negative Do not unnecessarily recall the bad situation Stop using negative words – mistake, difficulty

and misunderstanding

Considering Special Needs

Need to Regain Lost Confidence Regain lost confidence

through convincing explanation

Its always depends on the situation

Need to survey the situation.

Make sure its ethical and supported by truth.

Explain the corrective actions

5 Steps Considering the Special Needs

1. Begin directly with the good news 2. Incidentally identify the

correspondence that you are answering3. Avoid negatives that recall the

problem 4. Regain lost confidence through

explanation or corrective action5. End with friendly positive comment

Contrasting Adjustments

A slow and Negative TreatmentThe Direct and Positive Technique

MAKE SURE YOU READ THE EXAMPLE IN THE BOOK !!!!!

ORDER ACKNOWLEDGMENTS

Acknowledgments are sent to let people who order goods know the status of their orders.

Businesses usually acknowledge orders with form notes but they sometimes use letters.

Acknowledgments can serve to build good will.

Many companies use computer generated message for such situations

ORDER ACKNOWLEDGMENTS

Using Directness and Goodwill Building Start with the good news - that you shipped the goods Directness and goodwill mark the message Mr. Brown your product should reach you in a day or

two. Check the sample letter in page 133 Sending receipt will build a goodwill.

Being Tactful in Shipment Delays When goods must be delayed, handle this news

tactfully In vague orders, request the needed information

positively Emphasize receipt of the items in back orders We cant ship the inkjet cartridges until the 9th We will rush the inkjet cartridges to you as soon as

our stock is replenished by a shipment due May 9

Main points of Order Acknowledgments

Give status of order, acknowledging incidentally

Include some goodwill- sales talk, reselling, or such.

Include a thank-you.Report frankly or handle

tactfully problems with vague or back orders.

CONTRASTING ACKNOWLEDGMENTS

Slow Route to a Favorable Message Fast Moving Presentation of the Good News

PLEASE READ THE EXAMPLES FROM BOOK !!!!!

CLAIMS

Using Directness for Bad News Claims are written to collect for damages Use directness for this bad news because

The reader wants to know what went wrong with their product or service

It adds strength – enhances the likelihood of success

Identify the Problem in a Direct Beginning Need to identify the transaction involved You can put it in Subject Subject: Damaged Condition of fire

extinguishers on arrival, your invoice C13144

CLAIMS

Stating The Problem Directly State the problem clearly in the

beginning Example : The model H freezer ( Serial

No. 713129) that we bought from you September 17 suddenly quit working, ruining $517 of frozen foods in the process

Giving Choice in Correcting Error Handling the claim by either stating

what you want or letting the reader decide

Money back or replacement Most business people want to do the

right thing

CLAIMS

Overcoming Negativeness with a Friendly Close Your closing words should show your

cordial attitude Thank you in advance I would be grateful if you could get the

new merchandise to me in time for my Friday sale.

Outlining The Claim Message

Begin Directly. What is Wrong Identify the situation ( Invoice

number, Product Information etc. ) in the text or in a subject line.

Present enough of the facts to permit a decision.

Seek corrective action. End positively – friendly but

firm.