Directness in Good-New and Neutral Messages

Chapter 6 on Directness in Good-New and Neutral Messages properly asseses the readers' reaction to a message. It describes the general plan for direct-order messages. It informs the reader on how to write clear, well-structured routine requests for information., write claims that objectively explain the facts, and write order acknowledgments that cover problems and build goodwill. It also covers how to write direct, orderly, and friendly answers to inquiries, compose orderly and thorough inquiries about prospective employees that show respect for human rights, and, finally, clearly explains how to compose adjustment grants that regain any lost confidence.

• General Direct Plan
  • Beggining with objective
    • Directnous saves time for reader and writer
  • Presenting necessary explanation
    • If helpful provide explanation
  • Covering main part of objective
    • Complete systematically
  • Ending with adapted goodwill
    • End with goodwill comment
• Routine Inquiries
  • Choosing from 2 types of begginings
    • Specifc question that sets up info wanted
    • General request for info
  • Informing and explaining
  • Structuring question
  • Ending with goodwill
  • Reviewing order
  • Contrasting examples
    • Use good and bad ex.
  • Respecting rights of people
  • Structuring around one job
  • Summarizing plan
• General Favorable Responses
  • Begin with answer
  • Identify message being answered
  • Logically arrange answers
  • Skillfully handle negatives
    • Emphasize favorable responses
    • Subordinate unfavorable responses
  • Consider extras
    • Little extra things you do for reader adds to goodwill
  • Close Cordially
  • Review plan
  • Use contrasting illistrations
• Personal Evaluations
  • Use typical direct order
    • Emphasize fairness
  • Make report fair and accurate
    • Facts over opinions
    • Do not alter truth
  • Structure plan for personnel evaluations
  • Use contrasting examples
• Adjustment Grants
  • Consider special needs
    • Need to overcome negative impressions
    • need to regain lost confidence
  • Review plan
  • Contrast adjustments
    • Slow negative treatment
    • Direct and positive technique
• Order Acknowledgments
  • Use directness and goodwill building
  • Be tactful in shipment delays
  • Summarize structure of order acknowledments
  • Contrasting acknowledgments
    • Slow route to favorable message
    • Fast presentation of good news
• Claims
  • Use directness for bad news
  • Identify problem in the beggining
  • State problem directly
  • Give choice in correcting error
  • Overcom negativeness with friendly close
  • Outline the claim message
  • Use contrasting examples of claim messages
    • Slow harsh message
    • Firm yet courteous message