business comm

textbook exam 2

Main focus of persuasion

How persuasion has changed in the digital age

the volume and reach of persuasive messages have exploded

organizations of all types are in the persuasion business

persuasive techniques are more subtle

persuasion is more complex

AIDA strategy

attention

interest

desire

action

Writing and effective claim message

perhaps open with praise or a point of agreement

review what you have done to resolve the problem

explain precisely what happened or why your claim is valid

enclose copies of relevant documents

close with a clear action statement

Meaning of “above the fold”

Keep the main information on top. E-mails should be top heavy. Primary points should appear early in the message.

when to use the direct strategy in delivering bad news

•When the bad news is not damaging

•When the receiver may overlook the bad news

•When the organization or receiver prefers directness

•When firmness is necessary

when to use the indirect strategy in delivering bad news

•When the bad news is personally upsetting

•When the bad news will provoke a hostile reaction

•When the bad news threatens the customer relationship

•When the bad news is unexpected

writing pattern for indirect strategies

writing pattern for direct strategies

Bad news→ reasons → closing

what is a buffer

•A device to reduce shock or pain

•A neutral but meaningful statement that makes the reader continue reading

•A concise, relevant opening that provides a natural transition to the explanation that follows

what are different types of buffers

compliment: praise receiver’s accomplishments, organization, or efforts

appreciation: convey thanks

agreement: make relevant statement with which both you and receiver can agree

facts: provide objective information

understanding: show you care about your receiver

what does apology mean

admission of blameworthiness and regret for an undesirable event

effective closing strategies for negative messages

look forward: anticipate future relations or business

alternative: give a follow through advice or offer an alternative

good wishes: express sincere good wishes and thank the reader

freebies: send a coupon, sample or gift to restore confidence

resale or sales promotion: invite the reader to consider your other products or services

o   Changing passive voice to active voice

Using Passive Voice

I will not be providing extra credit in this class.

Correction:

Extra credit will not be provided in this class.

Management has decided to permanently close the Houston office.

Correction:

The Houston office will be permanently closed.

Negative Messages

We will not be offering bonuses to part time employees.

Correction:

Bonuses will not be offered to part time employees.

OR

Bonuses will be offered to full time employees.

o   Delivering a negative message using a subordinating clause

We will not be offering bonuses to part time employees.

However, we will be giving an extra week off with pay for all employees, both full time and part time, at Christmas.

Correction:

While we are unable to offer bonuses to part time employees, we will be giving an extra week off, with pay, for all employees, both full time and part time, at Christmas.

Negative Messages

Your grant proposal was denied. Please continue to pursue both internal and external funding opportunities.

Correction:

Although you did not receive a grant this year, I trust that you will continue to pursue both internal and external funding opportunities.

o   Implying the bad news

We will not be giving Christmas bonuses this year. We have had a difficult year and our revenue has decreased significantly.

Correction:

Because we have had a difficult year and our revenue has decreased significantly, we hope to be able to restore the Christmas bonus next year.

Your grant proposal was denied. With the reduction in grant funds caused by budget cuts, many worthwhile proposals could not be funded.

Correction:

With the reduction in grant funds caused by budget cuts, many worthwhile proposals could not be funded.

We hope that you will apply for another grant in the future.

frontload

part of the opening, start with the main idea

imperative mood

•Most effective way to list directions

•The imperative mood requests an action

indicative mood

describes a statement

writing plan for instruction messages

opening (Expand the subject line by stating the main idea concisely in a full sentence.)

body (•List steps in order they are to be carried out.

•Arrange the items vertically with numbers.

•Begin each step with an action verb using the imperative mood

•Sign and return the enclosed document.

•Show reader benefits if possible)

closing (•Request a specific action, summarize the message, or present a closing thought.

•Include a deadline and a reason, if appropriate.)

closing elements of a claim message

•End pleasantly with a goodwill statement.

•Include an end date and action request, if appropriate.

goals of an adjustment message

rectifying the wrong, if one exists

regaining confidence of the customer

promoting further business

most preferred channel of business messages

e-mail

approx. how many hours businesspeople spend each day on email

2 hours

appropriate use of email

-Longer, more involved, and well-organizedmessages providing or requesting information or responding to inquiries

-Effective for multiple recipients and messages that must be
archived (saved)

-Cover document when sending longer attachments

inappropriate use of email

Not a substitute for face-to-face conversations or telephone calls

components of an email

subject line, opening, body, closing

controlling your inbox

check email at set times

apply the “two minute rule” if you can read it and respond within two minutes take care of it immediately

when is it best to use face-to-face conversations or telephone calls

•Convey enthusiasm or warmth

•Explain a complex situation

•Present a persuasive argument

•Smooth over disagreements

benefits of texting

-you can communicate quickly, convenient, direct, texts can be automated, texts get opened, customers actually respond, creates a paper trail

risks of texting

phishing schemes, viruses, and malware

potential for leaks of privileged information

evidence in lawsuits, subject to discovery

another distraction

inappropriate uses while on company business can expose organization to legal liability

best practices for email

keep tone professional

avoid vague subject lines and keep them descriptive and short

use proper punctuation and practice good grammar

choose email salutation carefully

triple check your recipients name

use ‘reply all’ sparingly

respond in 24 hours or say when you will

think before forwarding

email etiquette

every line should end with a terminal punctuation mark.

use question marks sparingly

if formal use a colon, if casual use comma

appropriate email salutations

down-editing

inserting your responses to parts of the incoming message.