Learning to Write Directly Electronically and On Paper & Learning to Deliver Bad News

1. Learning to Write Directly Electronically and On Paper &Learning to Deliver Bad News

2. THE IMPORTANCE OF WRITING DIRECTLY • Your written doc – the only link with your receiver • What will your reader’s reaction be? Will your message be received favourably or unfavourably? (see Table 3.1, p.74, Direct Versus Indirect Messages) • If  …………………… …………………… Approach / Bottom-Lining • If…………………… …………………… Approach Just put yourself in your reader’s shoes!

3. Chapter 3 Writing Directly

4. DIRECT WRITING • Good-news documents include: - - Good-will - - Routine requests - - Adjustments - - Congratulations - - Credit extensions- -- Credit Approval - - Order Acknowledgements - - Approvals on claims most important news first – make the first few lines count How? • 1st paragraph – …………… …………………… ……… idea, a specific one • 2nd paragraph – …………………… ……………… details, ……………… …………………… information • Last paragraph – …………………… …………………… close (See Box 3.1., pp.76-77: An Effective Direct Letter and an Effective Direct Memo)

5. STEPS TO DIRECT WRIITNG STEP 1 Deliver the News or Make the Request STEP 2 Include Details or Explanations STEP 3 Close Positively with the Actions Step

6. STEPS TO DIRECT WRIITNG • Deliver the News or Make the Request (Step 1) you want your reader to know your topic… - 1st paragraph: present main idea …………… ……………………… {include a subject line} Your reader will …………………… …………………… …………………… your getting to the point! • Include Details or Explanations (Step 2) - 2nd paragraph: should explain or further ………… …………………… on the main point Think of every Q your reader may have, put yourself in your reader’s place Tell your readers all they need to know, not all the info you have available • Close Positively with the Actions Step (Step 3) - last paragraph: closes the message (opportunity to reinforce the good will of your organisation) Avoid worn-out clichés (they only add …………………… weight to your letter) I look forward to hearing from you Do not hesitate to call me

7. ADVANTAGES OF THE DIRECT APPROACH • Advantages of the Direct Approach • Improves …………………… …………………… …………………… • Saves your audience …………………… …………………… - - - - - - - - - - - • Why don’t we like the Direct Approach? • Formal schooling –indirect structure • Keep audience’s …………………… …………………… • Sender’s …………………… …………………… to be appreciated

8. DIRECT OPENINGS & DIRECT RESPONSES • Direct Openings: (see p.78, Direct Openings) Getting Information  Seeking Help  Congratulating Others  Placing an Order  Asking for Credit  Making a Recommendation  Expressing Thanks  Telling a Decision  Making a Request • Direct Responses: (see p.79, Direct Responses) Sending Information  Offering Help  Granting a Request  Filling Orders  Granting Credit  Soliciting Feedback

9. Chapter 4 Writing Indirectly

10. THE IMPORTANCE OF WRITING INDIRECTLY • …………………… …………………… – then conciseness and directness • Use “you attitude” – use ………… ……………………… / positive words • Don’t be too subtle – otherwise you may ……………….…………… your reader • Don’t sacrifice ………… ………………… – take the time to select tactful words (see Box 4.1, p.86, ‘Before’ and ‘After’ Bad-New Memos)

11. INDIRECT WRITING / SAYING NO • Bad-news documents include: - - Adjustment Refusals - - Credit refusals - - Problem Orders - - Favour Refusals Make this unpleasant task less painful for both parties involved How? • ………… …………………… …………– put yourself in the reader’s shoes • Deliver disappointing news …………………… …………………… • Be conscious of your attitude (See Box 3.1., pp.76-77: An Effective Direct Letter and an Effective Direct Memo)

12. ADVANTAGES OF THE INDIRECT APPROACH • Advantages of the Indirect Approach • Increases audience’s tendency to see you as ………………… -minded • Softens your audience’s …………………… …………………… • …………………… …………………… reader’s interest

13. STEPS TO INDIRECT WRIITNG STEP 1 Begin with a Neutral Statement STEP 2 Explain the Denial STEP 3 Present the Refusal & Offer an Alternative STEP 4 End with a Positive Note

14. STEPS TO INDIRECT WRIITNG • Begin with a Neutral Statement (Step 1) - begin with a neutral …………………… …………………… - acknowledge the problem …… …………………… {in a way that leads to agreement} • Explain the Denial (Step 2) - Lay out the …………………… …………………… of your side of the issue Make your reader reach the disappointing conclusion and understand - be short and specific - “Company policy” (?!)

15. STEPS TO INDIRECT WRIITNG • Present the Refusal & Offer an Alternative (Step 3) - don’t be vague in your ………………… : no further communication should be needed - de- …………………… …………………… the bad news : * where in text * positive language - Offer an alternative / Suggest a substitute / Make a compromise • End on a Positive Note Get your reader on your side! - Positive statement – reader should feel ….… …………………… disposed toward you - don’t bring up the bad news again (!)

16. INDIRECT OPENINGS • Indirect Openings: (see p.90, Indirect Openings) Saying No  Rejecting Changes in Policies and Procedures  Refusing Claims  Disallowing Claims  Dealing with Problems  Declining to Extend Credit Terms No one likes to receive a negative message These special documents require you to be …………………… …………………… but …… …………………… ……………… !

17. Coming-up next class!!! Writing Memos