BCOM Midterm 2 study

Frontload Vs. Buffering

Frontload with good information because they will react positively

Buffer for bad news as a way to soften the blow

Definitions

To inform: get info from one head to the next

to persuade: the effect you have-how others think or behave as a result of you

to establish credentials: demonstrate/convey why they should listen to you

to convey good will: building, maintaining, and repairing relationships (writing to Oscar about his dead ferret)

Goodwill

Goodwill is in everything but not everything is in goodwill. Adding anything else into good will messages makes it look like you have an agenda.

Direct Message

main idea

details

goodwill (always end with goodwill)

Buffering/Indirect Message

Details

Main idea

Goodwill (always end with goodwill)

Response from Reader

Welcome (the message)

Neutral

Hostile

context determines the weight of these variables, but most reader emails are frontloaded

Interested Reader Responses:

Interested and welcome: Frontload

Interested and neutral: Frontload

Interested and hostile: Buffer

Uninterested Reader Responses:

uninterested and welcome: Frontload

uninterested and neutral: Buffer

uninterested and hostile: Buffer

Reader effect

negative or positive response to the message

when you give knowledge its a buffer

Bad News Rules

Clearly: no misunderstandings

Firmly: no false hope or heding expressions

Politely: do what you can to make people receptive to the news

Bad News Reminders

Be sure to retain the good will of the receiver

avoid legal responsibility for the bad news

Low Stakes Bad News

The receiver is not catastrophically affected

Bad news is routine or can be expected (the printer is out or vacation time ios rejected)

High Stakes Bad News

the receiver is catastrophically affected

the bad news is not expected or routine

if the receiver will be upset then the message is high stakes (but it depends on the person)

Stakes Emails

Low stakes emails

High stakes emails

Low Stake Emails

open with bad news (frontload)

give reasons

close with good will

High Stakes Emails

buffer

reasons behind bad news

bad news

close with good will

Bad News Rules

Don’t sugar coat bad news because it can lead to misunderstandings or offense.

Pick undisputable reasons.

no false sympathy.

Buffer Types:

Agreement

appreciation

facts

understanding

good news

principles

Request Question

Before asking think: “Is this the right thing to be asking for right now?”

Frontloaded Request Format

Requests to the receiver:

Response-what will their response be?

knowledge-do they have knowledge of the situation/request

routine-is this a routine email/request for them?

Buffer Request Format

buffering means having to persuade

Response-what will their response be?

knowledge-they have no knowledge of the request

routine-this is not a routine email/request for them

Request Rules of Thumb

when making a request make sure to make it in person or over the phone because they are less likely to say no.

Why buffer requests?

If the request is awkward then buffer it to build interest, address possible concerns, and state your case

Email Rule of Thumb

the response to your email should not take longer than it took to write it.

Problem/complaint emails

Come with solutions to your problem

ex. "absent from school —> classmate will take notes for me

Request Email Format

Request

Intro/explanation

Good will

Structural Analysis and Chanel Protocol (emails request/problem?)

Subject Line

opening/closing

frontload

goodwill

How to determine stakes (frontload or buffer)

if you’re stressed then your email is high stakes for you and you should frontload it if it is not high stakes for the receiver.

2 Rules of Emails (Forwarding)

Never forward an email without permission

always write your emails assuming they will be forwarded

Requests should be bold but not…

Always be bold in your requests (but don’t be wordy)

Fuel and Friction

Fuel: argument for (what you think should happen)

Friction: what’s stopping you (what’s getting in the way of the receiver doing it?)

Question to ask before complaining:

“Do I want to show anger or achieve something?”

Constructive Solution Format:

Opening: complaint/point of the argument

Opening: state the problem and solution

Body: explain the problem, be specific about dates/times, explain with emotion how the receiver is responsible. Appel to the receiver’s sense of morals, ethics, and responsibility.

Closing: restate your request for a specific action

Closing: finish with sincere good will

Tips for Complaints/Requests

Always have a solution/suggestion

Don’t sound angry or irrational

Make sure the request is fair

Requests but don’t demand

4 Strategic Purposes of Business Messages

1. Good Will

2. Inferring

3. Persuading

4. establish credibility

No particular order

All of them can convey good will but good will can not convey any of them.

What is Good Will’s Sole Purpose?

To convey goodwill. No other strategic purpose allowed.

What does Good Will do?

1. Congratulations or sympathy

2. they are to nurture relationships with people

3. humanizes us and the recipient

4. the good will built can be leaned on later when the relationship is strained

Goodwill Principles

1. good will message should be purely good will

2. be as specific as possible-that builds credibility

3. be simple-too much in there makes it cluttered

4. be honest

Buffering Note:

Buffering gives an email space to get ready for bad news

Things to Look for in emails (Goodwill and Complaints)

Comes across as authentic

goodwill (depending/always?)

specific

goodwill should be credible and sincere

don’t give praise too freely or it gets diluted

be specific (for complaints)

solutions (of complaining/problem)

Formal Email Notes

Starting with only a name is more formal

ending with things like initials (JP) are possible if in a high position like the dean

Midterm 2 Requirements (Need to do at least 2 for an A)

Put ideas on the table (put the clay on the table)

add onto ideas (mold the clay-good idea! let’s try this!)

Include people

Politeness Requests

Request→direct (you feel you are able to ask)→ex. “Can I have Erin’s old office?” or indirect (don’t feel powerful enough to ask)→ ex. “I hear Erin’s old office is free?”

No request (Chicken out)

Negative Politeness Cues

More formal ways of speaking

also called formality cues

Positive Politeness Cues

More familiar ways of speaking

also called familiarity cues

3 Variables for Deciding Politeness

1. power/status: the power difference

2. social distance: how well they know each other

3. intrinsic severity/stakes: how important the topic is

Note on Greeting Formality

A greeting can change with social distance but not the title.

ex. “good morning Professor Ruppert” vs. “Hey, professor Ruppert” Professor Ruppert is the same but not the greeting.

General Email Writing Rules

1. Use language the receiver can understand (long words can either impress or shut out the receiver. impress with ideas not words)

2. some words/phrases are cliches so be specific and unique (cliche’s-especially in goodwill, feel less genuine)

3. Try to avoid heding expressions like I think or I wonder (it lessens the effect of your words and can invite counter arguments or critism instead of being a direct statement)

4. You-View (gives the receiver greater ownership)

5. receiver benefit (draws attention to what the receiver gets out of it)

6. Put the good information at the front of the message and the bad later to make the message seem more positive

7. We-view (shows a kind of partnership between the receiver and the writer)

8. Protect the feelings of others and use sensitive language

Branches of Linguistics

there are infinite branches

1. Grammer and Mechanics: how sentences are formed

2. semantics: what we see vs. hear (14. Vs. fourteen and tone?)

3. pragmatics: meaning in context (the same sentence can mean very different things)

3 Linguistic Branches Expanded

Grammer and Mechanics: the way someone writes a message can lose or gain them credibility

semantics: don’t force your definition of words onto someone else.

pragmatics: mean, kind, inclusive, or exclusive are dependent on context. Readers look at things from their context so take that into account when writing.

3 Email and Perception Levels

1. Comprehensibility: the writing is distracting so no one can focus on the ideas. Like showing up to a meeting dressed as a clown so no one focuses on your ideas and only your fit.

2. Credibility: slight grammatic issues, but people can still understand what you want (funner vs. more fun). Like showing up to a meeting with a tie that doesn’t match, but it’s only a slight distraction form your ideas.

3. Character: say the same thing but in a better way-the fit does not distract at all, maybe even plays in your favor.

Primacy and Recency

Primacy: main idea at the start of the message for emphasis —> positive instead of negative language

Recency: main idea at the end of the message for emphasis

Take Apart a Negative Email

1. Names (don’t say names when it’s bad)

2. sensitivity (try not to use “you” when its bad)

3. “We-view” (don’t be condescending-we don’t do that, but show you’re a team-we can still)

4. negative message (don’t say “you can’t” but instead “you can still”)

5. subject line (accusing vs. inquiring-inquire)

6. heding (“I think” statements because you don’t know the full story)

Exam Language

-Stylistic devices

-heding

-You-view

politeness/formality ques

Stylistic Devices

In this class I will teach you Vs. In this class you’ll learn (this had you-view)

AI Format

1. Act as→ an email generator

2. Tone—> what kind of email I want (low stakes, high stakes request, etc.)

3. Context—>The specific situation that causes the email to be written

AI Exam Format (Example)

Act as: an email generator

Tone: Serious and convincing

Context: there are tours going through the library at 10:45 during study hours. it’s distracting the entire second floor/ there are repeated complaints. help me write an email with a solution.

AI Exam Corrections/Additions to the Email Example

add some you-view.

buffer the request so they have context.

could be a briefer subject line.

open with a compliment

could delete second paragraph

Note on Tenses and Distance

Past tense words like “Just wanted” create a greater distance.