Transcript Chapter 6 Positive and Neutral Messages

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Chapter 6
Positive and Neutral
Messages
When should the
direct approach be
used for writing
messages?
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This plan should be
used for writing
positive or neutral
messages.
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Why is this plan
appropriate?
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This approach
Gives good news first
Encourages receiver to
respond positively to
rest of message
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Explain the youviewpoint.
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The you-viewpoint
stresses the
receiver’s interests
and benefits rather
than the sender’s.
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How can the proper
handling of a request
build an organization’s
goodwill?
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When companies
approve requests,
they demonstrate the
value they place on
their customers.
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Why should claim
letters be written
using the direct
approach?
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More of these letters are
answered positively
when the claim is
presented:
 Objectively at the
beginning of the letter
 Without blaming the
receiver
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Distinguish between
claim messages and
adjustment messages.
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Claim messages
explain what the
writer wants.
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Adjustment messages
are positive responses
to claim messages.
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Why should companies
welcome unsolicited
positive or neutral
messages?
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These messages can
 Increase employee morale
 Promote customer
goodwill
 Affect receiver positively
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