CHAPTER 6
POSITIVE MESSAGE
Objectives
• Understand the channesl and how business letters
should be formatted
• How to compose a direct messages that make
requests, respond to inquiries online and offline
• Prepare message that make direct claims and voice
complaints
• Create adjustment message
• How to write special messages that convey kindness
and goodwill
What is positive message?
• Are routine and straightforward
• Help workers conduct everyday business
• Make up the bulk of workplace communication
• Require solid writing skills
Channels used for positive
messages
• E-mails
• Memos
• Letters
• Social media networks
• Blogs
Three-Step Writing
Process
Planning Writing Completing
Analyze Situation Revise
Adapt to
the Audience
Gather Information Produce
Select Medium Proofread
Compose
the Message
Get Organized Distribute
Understanding Business Letters
Confidential and formal
Provide a permanent record
Deliver contracts
Explain terms
Share ideas
Negotiate agreements
Formal Business Letter
Routine Requests
State Request
Support Request
Close Message
Action and
Information
More Shared Less Shared
State the Request
Background Background
Internal External
Audience Support the Request Audience
Less More
Close the Request
Formal Formal
Writing Plan for Direct
Requests
Opening
• Ask the most important question first or
express a polite command
• Avoid long explanations preceding the main
Writing Plan for Direct
Requests
Body
• Explain the request logically and courteously.
• Express questions in numbered or bulleted form.
• Use open-ended questions (What steps are necessary...) instead of yes-
or-no questions - (Can the project begin on time?).
• Suggest reader benefits, if possible.
Writing Plan for Direct Requests
Closing
• State specifically, but courteously, what action is to be
taken.
• Set an end date, if necessary. Provide a logical reason for
the end date.
Writing plan for email, memo
and letter replies
Subject Line
• Summarize the main information from your reply.
(A subject line is optional in letters.)
• Use abbreviated style omitting articles (a, an,
the).
Writing plan for email, memo
and letter replies
Opening
• Start directly by responding to the request with
a summary statement.
• When announcing good news, do so promptly.
Writing plan for email, memo
and letter replies
Body
• Explain the subject logically.
• Use lists, tables, headings, boldface, italics, or other graphic
devices to improve readability.
• Promote your products and your organization to customers.
Writing plan for email, memo
and letter replies
Closing
• Offer a concluding thought, perhaps referring to the
information or action requested.
• Avoid cliché endings
(If you have any other questions, don’t hesitate to call).
Responding to Customers
Online
• Vocal individuals can start a firestorm of criticism
or become powerful brand ambassadors
• Companies must adopt strategies that help
them decide when and in what ways to respond.
Responding to Customers
Online
• Be positive.
• Be transparent.
• Be honest.
• Be timely.
• Be helpful.
Writing plan for instruction
message
• Subject line: summarize the content of the message
• Opening: expand the subject line by starting the main
ideas concisely in a full sentence
Writing plan for instruction
message
Body
• Present the instructions in orderly steps.
• Arrange the items vertically with numbers.
• Begin each step with an action verb using the imperative mood
Ex: Unlock the door, open the file
Writing plan for instruction
message
Closing
• Request a specific action, summarize the message,
or present a closing thought.
• Include a deadline and a reason, if appropriate.
Memo delivering Instructions
Claims and Requests
for Adjustment
Who Is at Fault?
The The A Third
Company Customer Party
Guidelines for Writing Online Reviews and
Complaints
1. Establish your credibility.
2. Check posting rules.
3. Provide balanced reviews.
4. Consider the Web’s permanence.
5. Embrace transparency.
6. Accept offers for help.
7. Refuse payment for favorable critiques.
Goodwill Messages
• Be spontaneous.
• Keep it short.
• Be specific.
• Be sincere.
• Be selfless.
Fostering Goodwill
Congratulations
Appreciation
Condolences
Saying Thank You
• Written notes showing appreciation and expressing thanks
are significant to their receivers.
• Thank-you notes are typically short messages written on
special notepaper or heavy card stock.
• Businesspeople build goodwill by thanking others gracefully.
Assignment
You are a member of IU English Club and your team takes part in”Welcome Freshmen” Day on Oct 31, 2022.
Therefore, you were assigned to order for the team’s uniforms. You are going to order 100 T-shirts and 100 caps
with printed IU logo in two colors Blue and White. T-shirt has different sizes (S. M, L) and the caps must be
adjustable cap. All products need to be delivered one week before the event. And before signing the contract
with supplier, you also want to know the costs, ordering times, extra charges and discount policy…etc
• YOUR TASK: Write a letter to Mr. VIET LE at 123 Tran Hung Dao st, distrct 1, HCM. He is a sales representative
of a potential supplier of TS company. Explain your order and list specific questions.
The End
