Group - 3

Rituparna Chakraborty - A011

Ravi Chawla - A012
Gaurav Dhawan - A013
Kanika Gandotra - A014
Manu Garg - A015
BUSINESS MESSAGES
Business Messages
Definition
Three step process
Planning - Gather, Analyze and Choose
Drafting - Flexibility, moving on, strategies
Revising - Editing and proofreading
Different Types
Letters - Elements
Memorandums - Policy Memo, MOU, MOAs
E - Mails - Various steps
Text Messages
Instant Messaging
Directness in Good-News and Neutral
Messages
The General Direct Plan


Beginning with the objectives
Covering the remaining part of the objective
Ending with adapted goodwill




ROUTINE ENQUIRIES

Choosing from Two Types of Beginnings
Informing and Explaining Adequately
Structuring the Questions
Ending with Goodwill

General Favorable Responses

Beginning with the Answer
Identifying the Message Being Answered
Logically Arranging the Answers
Skillfully Handling the Negatives
Considering Extras
Closing Cordially

Special Needs
Overcome Negative
Impression
Regain Lost
Confidence
Adjustment Grants
Review the Plan
Review
* Begin directly-with good news.
* Incidentally identify the correspondence that
you are answering.

* Avoid negatives that recall problem.
* Regain lost confidence through explanation or
corrective action.
*End with friendly, positive comment
Contrasting Adjustment
Adjustments
Slow and Negative
treatment

Direct and
Positive technique

Indirectness in bad news

Situation requiring indirectness

When a message is primarily bad news, it usually should be written in
the indirect order. The indirect order is especially effective when it
must be to say no or convey other disappointing news. The main reason
is that the negative messages are received more positively when an
explanation precedes them.


THE GENERAL INDIRECT PLAN

Using a strategic buffer
Indirectness messages presenting bad news often begin with a strategic
buffer.
A buffer can be neutral or positive. A neutral buffer might simply
acknowledge the receipt of the readers earlier message and indicate the
awareness of what it said. A positive buffer might thank the reader for
bringing a situation to your attention on a positive note.

Setting up the negative news

Presenting the bad news positively

Offering alternative solution

Ending on a positive note

REFUSED REQUESTS

The refusal of a request is definitely bad news. The reader has asked
something, and the answer is no. the primary goal, of course, is to
present this bad news.
Developing the strategy
Setting up explanation in opening
Presenting the explanation convincingly
Handling the refusal positively

Using a compromise when practical
Closing with Goodwill
Fitting the general plan to refused requests


Contrasting refusals

The advantage of the indirect order in refusal messages is evident from
the following contrasting examples.
Harshness in direct refusal the first example states the bad news right
away. This blunt treatment puts the reader in an unreceptive frame of
mind.
Tact and courtesy in an indirect refusal
The second example skillfully handles the negative message. Its
opening words are on subject and neutral.

ADJUSTMENT REFUSALS

Adjustment refusals are special types of refused requests. The reader
makes a claim asking for a remedy. Usually we grant claims. Most are
legitimate, and we want to correct any error for which we are
responsible.

Important Strategies for Persuasion
Know your reader
Choose and develop targeted reader benefit
Make good use of three kinds of appeals
Generate clear and simple content
Structure of Persuasive requests
Identifying the objective of the request
Opening of the request
Presentation
Putting forward the request
Summary

Ethical concern regarding sales messages
Checklist for composing a Sales Message
Determining the central appeal
Determining the make-up of the Mailing
Gaining attention
Holding attention in the Opening
Building a Persuasive case
Stressing the You-Viewpoint
Carefully choosing the vocabulary
Including all the necessary information

Urging the action
Recalling the Appeal
Adding the post-script
Offering name removal to email readers
Reviewing the general sales plan
Skillful presentation of a Rational Appeal

THANK YOU