Delivering Good- and neutral-News messages

1. Delivering Good- and neutral-News messages MGT 3213–07 Chapter 6 Lehman/Dufrene

2. deductive Outline

3. Advantages of the Deductive Outline • Begins with an ____________ sentence • Gets ________ by responding to audience’s ______ to know • Puts reader in good frame of mind in order to be _________ to details • Allows easy _________ through the details after main idea is presented

4. Types of Good-News Messages

5. Positive News Message: Why It Works A casual dress policy has been approved for First National Bank and will be effective July 1. As most of us agree, casual attire in the banking industry generally means “dressy casual,” since virtually all of us interact with our clientele regularly throughout the day. To maintain our traditional professional image while enjoying more relaxed attire, please follow these guidelines: Men Women Sport or polo shirt, with collars Pant suit Khakis or corduroys Sweater or blouse with pants or skirt Loafers with socks Loafers with socks Low heels with hosiery Tennis shoes, open-toed shoes, sandals, jogging suits, shorts, jeans, sweatpants and sweatshirts are inappropriate. Formal business attire should be worn when meeting with clients outside the office. Please visit the HR website for the complete casual attire policy and illustrations of appropriate casual attire. If you have questions as you begin making changes in your wardrobe, please call me at ext. 59.

6. How can employees build lasting relationships with customers or clients? • Thank them regularly for their business • Offer them discounts if they order every month or every quarter • Provide small “gift with purchase” over a certain amount

7. Making the Most of Appreciation Messages • Send promptly • Avoid exaggerated language that is not believable • Make specific comments for what you are thankful • Write briefly beginning with main idea • Convey a genuine tone • Consider sending copy to reader’s employer or writing employer with copy sent to employee

8. Benefits of Written Appreciation Messages Provides sincere thoughts because few people take time to write Provides tangible evidence that can be used to support a performance evaluation May be treasured over the years

9. Appreciation Message: Why It Works Appreciation for Outstanding Work Will, Completing the ropes course at Camp Horizon was a memorable and life-changing experience for every member of our office staff. Your facilitators were masterful in allowing our teams to take risks while ensuring their safety. The course provided a diverse series of activities that enabled each staff member to participate, regardless of our physical limitations. It was interesting for us to identify the real leaders in our office. In the words of one colleague, “The ropes course has shown me I can do more than I have come to expect of myself.” Thank you for helping us see our potential.

10. Sending Gifts • Check ethical codes • Make sure it’s clear that the gift is “no strings attached” • Be creative

11. Consider Sending Information • Maintain files of articles, industry information • Even if the client's already seen it, he or she will appreciate that you're supporting his or her interests.

12. Annual Corporate Thank You Messages • Consider when to send for maximum impact

13. Thank Your Complaining Customers • Complaints are a valuable gift • Thank them for giving you the chance to correct the problem • Assure them that you want to do everything you can to make them happy

14. Thank Your Employees • 10% of employees report they have supervisors who say a daily "thank you" for a job well done • More than half of employees (55%) said they were thanked never, seldom or only occasionally.

15. Guidelines for Procedural Messages • Begin each numbered step with action statement • Place each step on separate line for easy reading • Consider preparing flow chart • Follow your own instructions • Ask someone else to follow your instructions

16. Procedural Message: What Does Not Work TO: All Employees FROM: Joe Brown, HRM Director DATE: March 7, 2012 RE: Earthquake Preparedness Because earthquake tremors have been jarring Evansville and we are located in a high-rise building, we need to be sure that we are prepared for an earthquake. Therefore, the following actions should be taken in the event of an earthquake: • Elevators should not be used. • Fire alarms or sprinkler systems may activate and startle people. • Earthquakes do not kill; buildings do. • If outside, open areas are safer than areas near wires, signs, buildings, or trees. • People in offices should drop to the floor, take cover under desks, and ride out the tremor. • If no desks or tables are near, people should seek cover against an interior wall.

17. Procedural Message: Why It Works TO: All Employees FROM: Joe Brown, HRM Director DATE: March 7, 2012 RE: What Do In Case of Earthquake As many of you are aware, earthquakes have been occurring more frequently in Evansville. Because our offices are located in a high-rise building, we need to be as prepared as possible in the event of an earthquake. Please use the following guidelines when necessary: • Take cover under desks or drop to the floor. • Seek cover against an interior wall. • Avoid windows, glass doors, tall furniture, and hanging objects. • Use the stairs. Elevators should not be used. • Avoid areas near wires, signs, buildings, or trees if outside. An earthquake drill will be held early next week to make sure everyone knows what to do in case an earthquake should occur. If you have any questions about these procedures, please call me at ext. 303.

18. Procedural Message: Why It Works • Procedures for Requesting Computer Service • Access http://www.drmc.com/it/index.html, and click the Service option. • Provide the information requested. Be certain to complete the required items denoted with asterisks. • Check your email for a service order confirmation, typically within 24 hours. • Complete normal shut-down procedures when leaving your computer station. Although the service work will be performed after hours, technicians will start your computer using their personal login procedures. • Check your email for a service completion notice, and message us if the work was not completed to your satisfaction. • Revised 6/20/08

19. good Apologies • Don’t minimize your wrong-doing • Don’t blame someone else • Be sincere

20. good Apologies • Use the “because” clause • Apologize for the action and how it made the other person feel • “I’m sorry I was 20 minutes late because I was rude and disrespectful to keep you waiting.” • Be specific and clear about how you will change your behavior • Avoid self-pitying statements • Keep it as short and as clear as possible • Stay focused on your own behavior.

21. good Apologies • When you don’t know what you did wrong • Admit that you’re confused • Be respectful • "I'm sorry to have upset you so much. I'm not sure exactly what I did wrong, but I would really appreciate it if you could tell me so I don't repeat it again.“

22. Apology Message: Why It Works Mike, Please accept my apology for missing yesterday’s meeting of the Planning Committee. Had the plane from Denver arrived on schedule, I could have attended. The report on tax considerations for the proposed site of the Windermere Apartments is ready. Let me know if you plan to include it on next week’s agenda. Thanks, Jerry

23. Routine Messages • Fast and efficient • Personalized • Negative connotation • Enthusiasm

24. Routine Claim: What Does Not Work Yesterday evening I stopped by the construction site of the apartments you are under contract to build. You appear to be well ahead of schedule. According to our agreement, all requests and complaints are to be made in writing. I noticed that water heaters had been installed in two of the apartments. The units are 30-gallon heaters, but the specs call for 50-gallon heaters in each of the 12 apartments. For some families, the smaller size may be sufficient; but others may need the larger size. Because the larger size is specified in the agreement we signed, I respectfully request that the two 30-gallon units be removed and that 50-gallon water heaters be installed in all the apartments. Thank you for your consideration in this matter.

25. Routine Claim: Why It Works Dear Mr. Jackson: Please replace the two 30-gallon heaters (installed last week) with 50-gallon units. Large units are essential for families with children. For that reason, the contract specifies a 50-gallon heater for each of the 12 apartments. The project appears to be well ahead of schedule. Thanks for your efforts. Sincerely, Peter Allen