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Positive Emphasis

To learn how to Continue building goodwill. Emphasize the positive. Use positive emphasis ethically. Begin to choose an appropriate tone. Positive Emphasis. Start by answering these questions: How do I create positive emphasis? What’s the best way to apologize?

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Positive Emphasis

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  1. To learn how to Continue building goodwill. Emphasize the positive. Use positive emphasis ethically. Begin to choose an appropriate tone. Positive Emphasis

  2. Start by answering these questions: How do I create positive emphasis? What’s the best way to apologize? Why do I need to think about tone, politeness, and power? Positive Emphasis

  3. Some Negatives Are Necessary • To build credibility when giving bad news. • To help people to take a problem seriously.

  4. Some Negatives Are Necessary continued • To deliver a rebuke with no alternative. • To create a “reverse psychology” to make people look favorably at your product or service.

  5. Avoid negative words. Focus on what the reader can do. Justify a negative—give a reason or link it to a reader benefit. To Create Positive Emphasis

  6. Omit unimportant negatives. Put the negative in the middle and present it compactly. To Create Positive Emphasis continued

  7. Afraid Bad Careless Delay Delinquent Deny Difficulty Error Some Common Negative Words • Fail • Fault • Loss • Misfortune • Mistake • Neglect • Never • No • Problem • Reject • Sorry • Terrible • Trivial • Wrong • Unfair • Unfortunate

  8. Lacking:We havefailedto take inventory. Better:Wewill be finishedtaking inventoryFriday. Lacking: This exercycle is not guaranteed for life. Better: This exercycle is guaranteed for 10 years. Positive Emphasis Examples

  9. Lacking: Now Crispy Crunch tastes better. Better: Now Crispy Crunch tastes even better. Lacking: If you are not satisfied with Interstate Fidelity Insurance, you do not have to renew your policy. Better: Omit the sentence. Positive Emphasis Examples continued

  10. Tone and Politeness • Both are issues of power. • Tone is the implied attitude of the writer toward the reader. • Don’t use the same tone with a superior as with a peer or subordinate.

  11. To Achieve Good Tone • Use courtesy titles for people outside the organization you don’t know very well. • Be aware of the power implications of words. • When you must give bad news, consider hedging your statement.

  12. Apologizing • If you must, apologize • Early. • Briefly. • Sincerely. • Be aware that apologies have legal implications.

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