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Good neutral messages

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Written Communication - What all criterias to take care while writing a Good or Neutral Message

Publicada em: Educação
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Good neutral messages

  1. 1. Business CommunicationLehman – Dufrene - Sinha
  2. 2. Written – Letters &Memos Opening: States the pleasant or main ideaElectronic – Email, Body:Instant message, Provides Details & Explanationwebsite, blog, textmessage Closing: ReminderSpoken – In person, Future oriented thoughtTelephonic, VoiceMail
  3. 3. To express thanks for a giftAfter conducting your strategic planning seminar, I was pleasantly surprised to receive a certificate to your online music site.Downloading music added some “jazz” to my day while giving me more insight into your business model. Thanks for your kindness and for this useful gift
  4. 4. To extend thanks for hospitalityRay and I thoroughly enjoyed the weekend excursion you hosted atLake Douglas for our work team. Since we moved here from Myrtle Beach, sailing has become a rare pleasure. You were kind to invite us. Thanks for a delightful time.
  5. 5. Identifies the Circumstances for which the writer is gratefulTo extend thanks for hospitalityRay and I thoroughly enjoyed the weekend excursion you hosted atLake Douglas for our work team. Since we moved here from Myrtle Beach, sailing has become a rare pleasure. You were kind to invite us. Thanks for a delightful time. Provides basic reasons the action is appreciated
  6. 6. Interoffice MemorandumTO: All EmployeesFROM: Ganesh Malhotra, Human Resource ManagerDATE: May 15, 2012SUBJECT: Casual Dress Policy Takes Effect July 1A casual dress policy has been approved for First National Bank and will be effective July 1. Asmost of us agree, casual attire in the banking industry generally means “Dressy casual”, sincevirtually all of us interact with our clientele regularly throughout the day.To maintain our traditional professional image while enjoying more relaxed attire, pleasefollow these guidelines:Men WomenSport or polo shirt, with collars Pant suitKhakis or corduroys Sweater or blouse with pants or skirt, salwar- curidar suitsLoafers with Socks Loafers with Socks, Low heels withhosieryTennis shoes, open-toed shoes, sandals, jogging suits, shorts, jeans, sweatpants, andsweatshirts are inappropriate. Formal business attire should be worn when meeting withclients outside the office.Please visit the HR website for the complete casual attire policy and illustrations ofappropriate casual attire. If you have questions as you begin making changes in yourwardrobe, please call me at ext. 59
  7. 7. Interoffice MemorandumTO: All EmployeesFROM: Ganesh Malhotra, Human Resource ManagerDATE: May 15, 2012SUBJECT: Casual Dress Policy Takes Effect July 1 InformationA casual dress policy has been approved for First National Bank and will be effective July 1. Asmost of us agree, casual attire in the banking industry generally means “Dressy casual”, sincevirtually all of us interact with our clientele regularly throughout the day.To maintain our traditional professional image while enjoying more relaxed attire, pleasefollow these guidelines:Men Women ExplanationSport or polo shirt, with collars Pant suitKhakis or corduroys Sweater or blouse with pants or skirt, salwar- curidar suitsLoafers with Socks Loafers with Socks, Low heels withhosiery + Discussion of the PolicyTennis shoes, open-toed shoes, sandals, jogging suits, shorts, jeans, sweatpants, andsweatshirts are inappropriate. Formal business attire should be worn when meeting withclients outside the office.Please visit the HR website for the complete casual attire policy and illustrations ofappropriate casual attire. If you have questions as you begin making changes in yourwardrobe, please call me at ext. 59 Encourages readers to ask questions
  8. 8. Guidelines for Appreciation MessageYour speech to the Lincoln Jaycees was very much appreciated. You are an excellent speaker, and you have good ideas. Thank you
  9. 9. Guidelines for Appreciation MessageThis past week I have found myself applying the principles you discussedlast week at your speech to the Lincoln Jaycees.When I completed the time analysis you suggested, I easily identified anumber of areas for better management. Taking time to prioritize my dailytasks will be a challenge, but I now see its importance for accomplishingcritical goals. Thank you for an informative and useful seminar
  10. 10. Guidelines for Appreciation MessageSend in Timely MannerAvoid Exaggerated LanguageMake specific comments about outstanding qualities or performance
  11. 11. Appreciation MessageTo: Shaz DeShazer <deshazer@ch.com>From: Sudhanshu Mehra <sudhanshu@gemco.com>Subject: Appreciation for Outstanding WorkShaz,Completing the ropes course at Camp Horizon was a memorable and life – changingexperience for every member of our office staff.Your facilitators were masterful in allowing our teams to take risks while ensuringtheir safety. The course provide a diverse series of activities that enabled each staffmember to participate, regardless of our physical limitations. It was interesting forus to identify the real leaders in our office.In the words of one colleague, “The ropes course has shown me I can do more thanI have to come to expect of myself.” Thank you for helping us see our potential.Best wishes,Sudhanshu Mehra
  12. 12. Appreciation MessageTo: Shaz DeShazer <deshazer@ch.com>From: Sudhanshu Mehra <sudhanshu@gemco.com>Subject: Appreciation for Outstanding WorkShaz,Completing the ropes course at Camp Horizon was a memorable and life – changingexperience for every member of our office staff. Extends appreciationYour facilitators were masterful in allowing our teams to take risks while ensuringtheir safety. The course provide a diverse series of activities that enabled each staffmember to participate, regardless of our physical limitations. It was interesting forus to identify the real leaders in our office. Specific EvidenceIn the words of one colleague, “The ropes course has shown me I can do more thanI have to come to expect of myself.” Thank you for helping us see our potential.Best wishes, Tangible BenefitsSudhanshu Mehra
  13. 13. Claim is a request for an adjustment – Refund, Replacement,Adjustment, Payment for Damages etc. Routine Claims Persuasive Claims
  14. 14. Poor Example of Routine ClaimMs. Sinha,Our company recently purchased the upgrade of your Audit Partner 7.0 software.We have used the 6.2 release in the past and were interested in the new featurespromoted in your advertisement. Unfortunately, your new software system doesnot work.When our computer technology advisory group tested the new version, wediscovered several bugs, especially in the reporting modules. The attached logsand error messages prove, and your technical support staff agree, that theseproblems were caused by the software.We are not willing to distribute the upgrade to our audit staff unless these errorsare corrected. Please modify the program or refund our money
  15. 15. Good Example of Routine ClaimMs. Sinha,Please send us a service pack that will correct the errors in the recent release ofyour Audit Partner software.Extensive testing by our computer technology advisory group always precedesdistribution of software to our staff and the beginning of training programs. Afterjust a short time working with Audit Partner 7.0, it became clear that this versioncontains numerous bugs, especially in reporting modules. Please examine theattached logs and error messages generated by our computer technologyadvisory group. Their conversations with your technical support staff confirm ourevaluation of this version of your audit software.Our audit personnel are eagerly awaiting the new version of your software foruse in our initial training program tentatively scheduled for next month.Hopefully, the service pack will correct the errors and enable this version tooperate as effectively as version 6.2.Thanks,XYZ
  16. 16. Poor Example of Routine ClaimMs. Sinha, Forceful tone to convey details receiver already knowsOur company recently purchased the upgrade of your Audit Partner 7.0 software.We have used the 6.2 release in the past and were interested in the new featurespromoted in your advertisement. Unfortunately, your new software system doesnot work. Shows no empathy for receiverWhen our computer technology advisory group tested the new version, wediscovered several bugs, especially in the reporting modules. The attached logsand error messages prove, and your technical support staff agree, that theseproblems were caused by the software. Uses second person with negative languageWe are not willing to distribute the upgrade to our audit staff unless these errorsare corrected. Please modify the program or refund our money States claims that should have appeared in the first paragraph
  17. 17. Good Example of Routine ClaimMs. Sinha,Please send us a service pack that will correct the errors in the recent release ofyour Audit Partner software. Emphasizes main ideaExtensive testing by our computer technology advisory group always precedesdistribution of software to our staff and the beginning of training programs. Afterjust a short time working with Audit Partner 7.0, it became clear that this versioncontains numerous bugs, especially in reporting modules. Please examine theattached logs and error messages generated by our computer technologyadvisory group. Their conversations with your technical support staff confirm ourevaluation of this version of your audit software. Provides explanationOur audit personnel are eagerly awaiting the new version of your software foruse in our initial training program tentatively scheduled for next month.Hopefully, the service pack will correct the errors and enable this version tooperate as effectively as version 6.2. Ends on positive noteThanks,XYZ
  18. 18. Poor Example of ResponseThank you for your letter on November 3. It has been referred to me for replyWe have studied the log and error messages you attached to your complaint. Weare unclear how these errors went undetected in our testing process, but weagree that the problems you experienced resulted from coding errors in thesoftware.That you for calling this problem to our attention, and we certainly hope theservice pack corrects all of these problems
  19. 19. Good Example of ResponseMs. XYZ,The service pack for Audit Partner 7.0 will be shipped to you within three weeks.Thank you for bringing this situation to our attention so quickly while we are stillin the early stages of distributing this software. Although the software wassubjected to our normal quality control review, our sample data sets did nottrigger the errors you experienced using realistic data.Our developers are proud of the new functionality added to Version 7.0. Pleasecall us at 555-0800 if your control review team can assist your technologyadvisory group in testing the software after installing the service packThanks,ABCSales Manager
  20. 20. Poor Example of Response Provides obvious factsThank you for your letter on November 3. It has been referred to me for replyWe have studied the log and error messages you attached to your complaint. Weare unclear how these errors went undetected in our testing process, but weagree that the problems you experienced resulted from coding errors in thesoftware. Continues with more obvious facts and no meaningful explanationThat you for calling this problem to our attention, and we certainly hope theservice pack corrects all of these problems Alludes vaguely to main idea while closing on negative note
  21. 21. Good Example of ResponseMs. XYZ, Begins with good newsThe service pack for Audit Partner 7.0 will be shipped to you within three weeks. Expresses appreciation for being informedThank you for bringing this situation to our attention so quickly while we are stillin the early stages of distributing this software. Although the software wassubjected to our normal quality control review, our sample data sets did nottrigger the errors you experienced using realistic data. Presents explanationOur developers are proud of the new functionality added to Version 7.0. Pleasecall us at 555-0800 if your control review team can assist your technologyadvisory group in testing the software after installing the service pack Attempts to regain possible lostThanks, goodwill by offering personalizedABC assistanceSales Manager
  22. 22. Good example of an Online Order ConfirmationTo: Claire DampierFrom: Majesticfragrances.comSubject: Order Confirmation from www.majesticfragrances.comClaire,Thank you for shopping at www.majesticfragrances.com . Your order (shown below) hasbeen shipped via UPS with delivery expected on Friday, January 7. Your tracking numberis 1RA17903335A summary of your order information follows:Order No. 2641582470 Order Dat: Jan 03, 2008 11:11 AMBilled and shipped to:Claire Dampier916 Erin WayCarlisle, PA 17013USAPhone: 601 555-3211Thank you for shipping with us. If you have questions about your order, please contact uson 1-800-555-3189
  23. 23. Each step – Action statementEach step on a Separate LinePrepare a flow chartFollow your instructions step by stepAsk a colleague or employee to do the same

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