Operations Essay

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Locker−Kienzler: Business and Administrative Communication, Eighth Edition

III. Basic Business Messages

10. Informative and Positive Messages

© The McGraw−Hill Companies, 2008

C H A P T E R

10

Informative and Positive Messages
Learning Objectives
After studying this chapter, you will know:

1 When to use common business media. 2 How to use the chosen channel effectively. 3 How to write letters and memos. 4 How to compose some of the common varieties of informative and positive messages.

Locker−Kienzler: Business and Administrative Communication, Eighth Edition

III. Basic Business Messages

10. Informative and Positive Messages

© The McGraw−Hill Companies, 2008

IN

THE NEWS

All in a Day’s
…show more content…
Informative and Positive Messages

© The McGraw−Hill Companies, 2008

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Part 3 Basic Business Messages

Chapter Outline
Information Overload Common Media

• • •

Face-to-Face Contacts Phone Calls Instant Messages

Writing E-Mails, Letters, and Paper Memos Organizing Informative and Positive Messages Subject Lines for Informative and Positive Messages

• • • •

Making Subject Lines Specific Making Subject Lines Concise Making Subject Lines Appropriate for the Pattern of Organization Pointers for E-Mail Messages

Managing the Information in Your Messages Using Benefits in Informative and Positive Messages Ending Informative and Positive Messages Humor in Informative Messages Varieties of Informative and Positive Messages

• • • • • • •

Transmittals Summaries Thank-You and Positive Feedback Notes Adjustments and Responses to Complaints

Solving a Sample Problem Problem Analysis of the Problem Discussion of the Sample Solutions

Summary of Key Points

Business messages must meet the needs of the sender (and the sender’s organization), be sensitive to the audience, and accurately reflect the topic being discussed. Informative and positive messages are the bread-and-butter messages in organizations. When we need to convey information to which the receiver’s basic reaction will be neutral, the message is informative. If we convey information to which the receiver’s reaction will be positive, the message is a positive or good news message.

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