BCOM 10 Chapter 6: Delivering Good- and Neutral-News Messages

Vocabulary flashcards defining core terms and message strategies for good- and neutral-news business correspondence, claims, adjustments, credit, and procedural writing.

Good-news messages

Messages that convey pleasant information.

Neutral-news messages

Messages that interest the reader but are not likely to generate an emotional reaction.

Deductive (or direct) sequence

An organizational pattern in which the message begins with the main idea followed by supporting details.

Thank-you messages

Deductively written messages sent after receiving a gift, being a guest, attending an interview, or benefiting in other ways to reflect sincere feelings of gratitude.

Appreciation messages

Messages written to recognize, reward, and encourage the receiver, sent to commend deserving people rather than for self-gain.

Claim

A request for an adjustment.

Routine claims

Messages requesting an adjustment written under the assumption that the claim will be granted quickly and willingly, without persuasion.

Persuasive claims

Messages requesting an adjustment written under the assumption that a claim will be granted only after presenting explanations and persuasive arguments.

Adjustment messages

Fair responses by businesses to legitimate requests presented in claim messages by customers.

Resale

The discussion of goods or services already bought.

Sales promotional material

Statements made about related merchandise or service.

Routine requests

Messages written under the assumption that a request will be granted quickly and willingly, without persuasion, following the deductive sequence.

Persuasive requests

Messages written under the assumption that a requested action will be taken after presenting persuasive arguments.

Favor requests

Requests asked of business professionals where an unplanned and stereotyped acceptance suggests that the contribution will be similar.

Routine responses

A fast and efficient way of transmitting frequently recurring messages where receiver reaction tends to be favorable or neutral.

Acknowledgment message

A message that indicates an order has been received and is being processed, typically sent as preprinted letters or copies of the sales order.

Procedural messages

Messages (such as memos and emails) that communicate standard operating procedures and other instructions to facilitate daily business operations and ensure accurate, consistent task completion.