POSITIVE AND

NEUTRAL
MESSAGES
CHAPTER 6
 6-1. Routine e-mails,
memos and letters
AGENDA 6-2. Typical request, response
and instruction Message

6-3. Direct Claims,

Complaints

6-4. Adjustment Message

6-5. Goodwill Messages

Practice + Conclusion
6-1 ROUTINE E-MAILS,
MEMOS, AND LETTERS

To identify the channels through

which positive and neutral message
travel in the digital era workplace
MOST WORKPLACE MESSAGES
CONVEY POSITIVE OR
NEUTRAL INFORMATION
Simple requests for information or action
1 Replies to customers
Explanations to coworkers
Instructions
Direct claims
Complaints

2 Be direct and to the point when writing

workplace messages
FOR ROUTINE WORKPLACE
MESSAGES
E-mail is the channel most frequently
used.

Memos are also used as e-mail

attachments.

Letters are typically used for external

communication, either in hard copy or in
electronic form.
 UNDERSTANDING
BUSINESS LETTERS

1 Letters are the preferred channel of

communication for delivering messages
outside an organization.
2 Such letters go to:
Suppliers
Government agencies
Other businesses
Customers
3 A form letter mailed to consumers gets
more attention than an e-mail does
 BUSINESS LETTERS ARE
NECESSARY WHEN THE
SITUATION
Providing a Permanent Record

Safeguarding Confidentiality

DoorDash hack leaks data Calls for formality and sensitivity

of 4.9 million customers,
restaurants Favors a persuasive, well-
considered presentation
FORMATING BUSINESS LETTER
 FORMATING BUSINESS LETTER

Letterhead
Dateline
For business letters, block style is a
popular format: Inside
1 Start the date 2 inches from the top address
or 1 blank line below the letterhead.
For block style, begin all lines at the Salutation
left margin.
Leave side margins of 1 to 1.5 inches Body
depending on the length of the letter
and the font size.
Single-space the body and double-
space between paragraphs.
Use left justification. Complimentary
close
Organization name
Author’s name
6-2 TYPICAL
REQUEST,
RESPONSE, AND
INSTRUCTION
MESSAGES
 A/ WRITING REQUEST

Opening: Ask the most important question, express a polite

command, or state the main idea.

Body: Explain the request logically and courteously. And you can ask
other questions, if necessary.

Closing: Request a specific action with an end date, if appropriate,

and express appreciation.
 A/ WRITING REQUEST
When you write request and think it will be received
positively, frontload your messages which means start with
the main idea.
You can apply the following organization to write effective
request messages
Big Idea First
Providing Details
Closing with appreciation and a call for action
 EXAMPLE
“I Am writing this request consideration for a transfer from my position at XYZ Inc. to a similar position
at the XYZ office located in Dallas, Texas. My family has experienced some changes which necessitate
the need for me to be in closer proximity to them” => The email starts with the main idea that Ms. Lee
requests permission to work in another office of the company in the same position. Then she
explained the reason for the request was to work closer to her family. This makes the receiver
understand her reasons for writing this letter clearly and saves their time.

The body part is where she provides details about her understanding of the company and her
qualifications to convince her boss of her request for the position in Dallas.

In the closing paragraph, she calls for her boss’s action which is reviewing her resume, and also
shows her appreciation towards the receiver.
B/RESPONDING TO
REQUEST
RESPONDING TO
REQUEST

Most replies to requests for information

or action will be favorable and direct.
RESPONDING TO REQUEST
SUBJECT Summarize the main information from your
LINE
reply

Start directly by responding with a summary

OPENING
statement.

BODY Provide additional information and details

Add a concluding remark, summary, or offer of

CLOSING
further assistance.
EXAMPLE
Opening: Shows the main idea of
the response that the order has
been confirmed and informs the
customer about the process of
preparing the order and the delivery
time. Then they remind the
customer to keep track by visiting
their website
Body: additional information about
the second letter when the order is
shipped. And a promise to deliver on
time and give the customer their
best service
Closing: Asking the customer
not to delete the letter for
future use
C- REACTING TO CUSTOMER
COMMENTS ON SOCIAL MEDIA
Vocal individuals can start a firestorm
of criticism or become powerful
brand ambassadors.

Social media marketing experts have

developed strategic decision making
guidlines.

The guildlines consist of two main

parts.
1. WELCOMING CUSTOMER
COMMENTS
Savvy companies can use customer feedback to enhance their
goods and services

The monitoring softwares data offer real-time feedback to help

identify supply chain flaws, and optimize operating instructions

75% Consumers in the United States expected companies to

respond to concerns they made on social media . 30% expects
responses on the same day
2. Adopting Best Practices for Replying to
Social Media Posts

Marketers recommend responding to posts only when

1 businesses can add value, such as by correcting false
information or providing customer service

When reacting to comments on social media, try the

2
following guidelines
GUIDELINES
EXAMPLES
D-COMPOSING
INSTRUCTION
MESSAGES

Instruction messages should

clearly explain how to complete
a task.
CREATING STEP-BY-STEP INSTRUCTIONS

SUBJECT
Summarize the content of the message.
LINE

OPENING
Expand the subject line by stating the main idea concisely in a full
sentence.

List the steps in the order in which they are to be carried out.
BODY Arrange the items vertically with numbers. Begin each step
with an action verb using the imperative mood.

Request a specific action, summarize the message, or present

CLOSING
a closing thought.
IMPERATIVE MOOD
The most effective way to list directions is to use command
language, which is called the imperative mood.

Indicative mood Imperative

(command) mood

Describe a statement Requests an action

“The switch must be turned

“Turn off the switch
off immediately.”
immediately.”
“The first step involves
“Read the book first.”
reading the book.”
INSTRUCTION MESSAGE
Revising a message Delivering
Instructions

Provide clear explanations

Watch your tone

 REVIEW QUESTIONS
FILL THE GAP

1. To your message means start with the main idea.

2. The most effective way to list directions is to use command
language, which is called the .
3. The describes a statement.
 REVIEW QUESTIONS
FILL THE GAP
1. To frontload your message means to start with the main idea.
2. The most effective way to list directions is to use command
language, which is called the .
3. The describes a statement.
 REVIEW QUESTIONS
FILL THE GAP
1. To frontload your message means to start with the main idea.
2. The most effective way to list directions is to use command
language, which is called the Imperative mood.
3. The describes a statement.
 REVIEW QUESTIONS
FILL THE GAP

1. To frontload your message means to start with the main idea.

2. The most effective way to list directions is to use command
language, which is called the Imperative mood.
3. The indicative mood describes a statement.
6-3
DIRECT CLAIMS
AND
COMPLAINTS
Consumers must write to identify
or correct a wrong, the message is
called a claim
 DIRECT CLAIMS
OPENING Describe the desired action clearly

BODY Explain the claim

CLOSING End with a goodwill statement

STATING A CLEAR
CLAIM IN THE OPENING
Open your claim with a clear statement
of the action you want

With obvious remedy, state it immediately.

With less obvious remedy, ask for a change in

policy or an explanation
 EXAMPLE

A customer who bought a defective laptop

“Please send me a new laptop as soon as
from an online store and wants to return it possible.”
1
for a refund or exchange.

A buyer who purchased a dress from a

2 seller, but the dress does not fit, has a
defect, or is not what the buyer ordered.
 EXAMPLE

A customer who bought a defective laptop

“Please send me a new laptop as soon as
from an online store and wants to return it possible.”
1
for a refund or exchange.

A buyer who purchased a dress from a

“I would like to return the dress and receive a
2 seller, but the dress does not fit, has a
full refund.”
defect, or is not what the buyer ordered.
 SUPPORTING THE CLAIM

In the body, explain the problem and justify

1
your request

Provide details to resolve the issue without

2
further correspondence

3 Avoid becoming angry or trying to fix blame

State the facts logically, objectively, and

4
unemotionally
 SUPPORTING THE CLAIM

5 Include copies of all pertinent documents

When service is involved, cite the names of

6
individuals you spoke to and the dates of calls

7 When an alternative remedy exists, spell it out

 EXAMPLE

A customer who bought a defective laptop “If you cannot send me a new laptop within 10
1 from an online store and wants to return it days, I would accept a comparable model or a
for a refund or exchange. full refund.”

A buyer who purchased a dress from a

2 seller, but the dress does not fit, has a
defect, or is not what the buyer ordered.
 EXAMPLE

A customer who bought a defective laptop “If you cannot send me a new laptop within 10
1 from an online store and wants to return it days, I would accept a comparable model or a
for a refund or exchange. full refund.”

A buyer who purchased a dress from a

“If you do not have the dress I ordered in
2 seller, but the dress does not fit, has a stock, I would be willing to exchange it for
defect, or is not what the buyer ordered. another item of equal value.”
 CONLUDING WITH AN
ACTION REQUEST

End a claim By taking the time

message with a In making to put your claim in
courteous If appropriate, claims, act writing, you
statement that include an end promptly indicate your
promotes date seriousness
goodwill and
summarizes your
action request
EXAMPLE Save a copy of your message

A customer who bought a defective laptop “Please send me a confirmation email with the
from an online store and wants to return it tracking number of the new laptop by Friday,
1
for a refund or exchange. September 15.”

A buyer who purchased a dress from a

2 seller, but the dress does not fit, has a
defect, or is not what the buyer ordered.
EXAMPLE Save a copy of your message

A customer who bought a defective laptop “Please send me a confirmation email with the
from an online store and wants to return it tracking number of the new laptop by Friday,
1
for a refund or exchange. September 15.”

A buyer who purchased a dress from a

“Please let me know how to return the dress
2 seller, but the dress does not fit, has a
and process the refund within 10 days.”
defect, or is not what the buyer ordered.
REVISING THE MESSAGE
FOR TONE AND CLARITY

Check for any errors: grammar, spelling,...

For tone: temper it with polite and respectful

language

For clarity: using simple and direct words

and sentences
POSTING COMPLAINTS AND
REVIEWS ON SOCIAL MEDIA
SOCIAL LISTENING
Data gathering to improve business
strategy and customer service.

Analyzing online chatter on social media

platforms
CONSIDER THESE POINTS:

1 Angry Posts Are Out of Your Control

2 Public Criticism Can Cost You

3 Commenting Responsibly
ANGRY POSTS ARE
OUT OF YOUR CONTROL
PUBLIC CRITICISM
CAN COST YOU
COMMENTING RESPONSIBLY
FOLLOW THESE GUIDELINES:

Establish your credibility

Consider the reach and permanence of posts
Check posting rules
Accept offers to help
Provide balanced reviews
Refuse payment for favorable critiques.
6-4
ADJUSTMENT
MESSAGE
A message that a company
decides to respond favorably
when receiving a claim.
BUSINESSES MAKE FAVORABLE
ADJUSTMENTS TO LEGITIMATE
CLAIMS FOR TWO REASONS:

Contractual and tort law protects consumers for

1
recovery of damages.

Most organizations genuinely want to satisfy their

2
customers and retain their business.
3 GOALS IN ADJUSTMENT MESSAGES

Rectifying the Regaining the

Promoting
wrong, if one confidence of the
further business
exists customer
 Adjustment Messages
WRITING
PLAN Subject line: Identify the previous correspondence
and refer to the main topic.
Opening: Grant the request or announce the
adjustment immediately.
Positive Body: Provide details about how you are complying
Adjustment with the request. Try to regain the customer’s
Messages confidence. Apologize, if appropriate, but don’t admit
negligence.
Closing: End positively with a forward-looking thought;
express confidence about future business relations.
Include a sales promotion, if appropriate. Avoid
referring to unpleasantness
INTO THE PROCESS

Hello, Samantha
We received your complaint email of September 6 regarding the $90
unwanted warranty charged along with your purchase of the Acer laptop.
We sincerely apologize for the mistake and have corrected the billing.
Please return to our Belleville location with your receipt and the credit
card you purchased the computer with so that we can credit the same card
for $90. We can’t do any transaction without the receipt and credit card.
We are sorry for this problem and will punish the sales staff for forgetting
to check the accuracy of the bill of sale before sending the order for
payment.
Thanks for choosing Future Shock for your personal electronics. We will
offer you a $20 gift card for future purchases at our store.
Look forward to seeing you soon.
Have a great day!
Melissa
 REVEALING GOOD
NEWS UP FRONT
Present the good news immediately.
We are very sorry that you
Never begin with a negative
are having trouble with your statement
smartphone.

Don't dwell on what went wrong,

don't write in anger

You will be receiving shortly a

new LG smartphone to replace Avoid halfhearted or reluctant
the old one . responses
Avoid halfhearted or reluctant responses
EXPLAINING COMPLIANCE IN
THE MESSAGE BODY
Explain how you are complying with the claim
trouble
inconvenience
Seek to regain the customer’s trust regret error
fault
defective
Explain what changes will be made, how the product is being unfortunately
improved, genuine efforts to improve customer service

Avoid emphasizing negative words

Keep your message positive and upbeat

 DECIDING WHETHER TO
APOLOGIZE
Thirty-six U.S. states have passed apology laws that allow an expression of regret
without fear that such a statement would be used as a basis for liability in court

Some business writing experts advise against apologies

If apologizing seems natural, do so early and briefly

 DECIDING WHETHER TO
APOLOGIZE
Sincere apology is essential for repairing relationships on the job, but do not fall back
on the familiar phrase

Ex: I’m sorry for any inconvenience we may have caused

We understand the frustration our delay has caused you

Or We’re sorry you didn’t receive better service.

USING SENSITIVE LANGUAGE
Don’t use negative words or phrases

Don’t blame customers—even when

they may be at fault

Don’t blame individuals or departments

within your organization

Don’t make unrealistic promises

 SHOWING CONFIDENCE
IN THE CLOSING
Expressing confidence that the problem has been resolved and
that continued business relations will result.

Mention the product in a favorable light

You were most helpful in informing us
of this situation and permitting us to
Recommend a new product correct it. We appreciate your
thoughtfulness in writing to us.

Express your appreciation for the

customer’s business

Anticipate future business

Refer to the desire to be of service and

to satisfy customers
P Hello, Samantha
We received your complaint email of September 6 regarding the $90

R unwanted warranty charged along with your purchase of the Acer laptop.
We sincerely apologize for the mistake and have corrected the billing.
A Please return to our Belleville location with your receipt and the credit
card you purchased the computer with so that we can credit the same card
C for $90. We can’t do any transaction without the receipt and credit card.
We are sorry for this problem and will punish the sales staff for forgetting
T to check the accuracy of the bill of sale before sending the order for
payment.
I Thanks for choosing Future Shock for your personal electronics. We will

C offer you a $20 gift card for future purchases at our store.
Look forward to seeing you soon.

E Have a great day!

Melissa
 Opening Hello, Samantha
We received your complaint email of September 6 regarding
1 Failing to reveal good news front the $90 unwanted warranty charged along with your purchase
of the Acer laptop. We sincerely apologize for the mistake and
2 No subject line have corrected the billing.

Body
Please return to our Belleville location with your receipt and the
credit card you purchased the computer with so that we can credit
1
Giving details to improve
customer service halfheartedly the same card for $90. We can’t do any transaction without the
receipt and credit card.
2 Blaming individuals within
organization.
We are sorry for this problem and will punish the sales staff for
forgetting to check the accuracy of the bill of sale before sending
3 Failing to regaining the
confidence of the customer the order for payment.
 Closing Thanks for choosing Future Shock for your personal
electronics. We will offer you a $20 gift card for future
1
Not showing enough appreciation purchases at our store.
Look forward to seeing you soon.
Have a great day!
2
Promoting further business

Melissa
shallowly

Overall
This email do not satisfied 3 goals of an adjustment, with some further mistakes:
Poor-detailing explaination
Lack of mentioning action to prevent its recurrence
Can NOT satisfy their customer
S
O
L
U
T
I
O
N
 Add supporting ideas

6-5 GOODWILL MESSAGES

Add supporting ideas

 Goodwill messages are used in the workplace to
1
show a sense of kindness and friendliness

Personal sentiments of the sender are always

2 more expressive and more meaningful to
readers than printed cards or oral messages

Write it promptly
 THE FIVE SS

Selfless
Specific
Sincere
Spontaneous
Short
Add supporting ideas

Add supporting ideas

 SAYING THANK YOU
Letters of appreciation may be written to:

Customers for their orders

Hosts for their hospitality
Individuals for kindnesses performed
Employees for a job well done
Customers who complain
 Recognizing
Saying thank
Expressing Sending thanks employees
you for
thanks for a Gift for a Favor for their
Hospitality
contributions
REPLYING TO GOODWILL MESSAGES

Answering a Congratulatory Note

In responding to congratulations, keep it short and simple.

Responding to Praise
Use simple words in conveying your appreciation.
EXPRESSING SYMPATHY
AND CONDOLENCES

Conveying Sympathy

Writing Condolences
 CONVEYING SYMPATHY

Refer to the death or misfortune sensitively

“ Please accept my most heartfelt condolences on behalf of the entire company. ”

“ Please pass my sincerest sympathies on to your family. ”

Praise the deceased in a personal way

“ H was a forceful but caring leader. “

“ J was a fine person and a well-liked man, who will be sadly missed by all who knew
him. ”
 CONVEYING SYMPATHY

Offer assistance without excessive detail

“ If we may help you or lighten your load in any way, you have but to call. ”
“ If there is anything that I can do to help and support, I would be more than willing. ”

End on a reassuring, forward-looking note

“ I send you my best wishes for a speedy recovery. “

“ We hope that you will soon find comfort in this time of sorrow. ”
 WRITING CONDOLENCES

1 Mention the loss tactfully

2 Recognize good qualities of the deceased

3 Assure the receiver of your concern

4 Offer assistance

5 Conclude on a reassuring note

(1) We are deeply saddened, Maria, to learn of the death of your husband. (2) Bob’s kind
nature and friendly spirit endeared him to all who knew him. He will be missed.
(3) Although words seem empty in expressing our grief, we want you to know that your
friends at Isotronics extend their profound sympathy to you. (4) If we may help you or
lighten your load in any way, you have but to call.

(5) We know that the treasured memories of your many happy years together, along
with the support of your family and many friends, will provide strength and comfort in
the months ahead.
1

WHICH
ONE DO
YOU
PREFER?

2
 USING E-MAIL FOR
GOODWILL MESSAGES

E-mail is a fast and nonintrusive

way to show your feelings

E-mail messages are quickly

gone and forgotten
Handwritten or printed messages remain and
can be savored

Handwritten notes are most impressive and

personal
KEY TERM

frontload imperative mood indicative mood

claim social listening

adjustment apology laws

KEY TERM - QUESTION 1
A B

proofreading only
including an
the beginning of a
attachment
letter
​Frontloading
a message
C D refers to:

including a placing the

salutation or main idea of the
greeting message first
KEY TERM - QUESTION 1
A B

proofreading only
including an
the beginning of a
attachment
letter
​Frontloading
a message
C D refers to:

including a placing the

salutation or main idea of the
greeting message first
KEY TERM - QUESTION 2
A B

requests an describes a The

action statement
imperative
mood is
C D language
that_______.
conveys an expresses an
emotion irrefutable fact
KEY TERM - QUESTION 2
A B

requests an describes a The

action statement
imperative
mood is
C D language
that_______.
conveys an expresses an
emotion irrefutable fact
KEY TERM - QUESTION 3

“The first step involves installing the app” is an

example of the indicative mood.

A B

TRUE FALSE
KEY TERM - QUESTION 3

“The first step involves installing the app” is an

example of the indicative mood.

A B

TRUE FALSE
KEY TERM - QUESTION 4
Telephone claims are more effective than those
made in writing because the caller can better
express emotion.

A B

TRUE FALSE
KEY TERM - QUESTION 4
Telephone claims are more effective than those
made in writing because the caller can better
express emotion.

A B

TRUE FALSE
KEY TERM - QUESTION 5
A B Which of
the
Individuals should give Posting negative comments online
companies an opportunity poses no risk because businesses and following
to resolve the issue before professionals cannot sue individuals
writing an online complaint. for negative online comments tips would
you give to
C D someone
who wants
A complaint that you post Post anonymously because to post a
on social media can only be anonymous complaints or
shared by you reviews cannot be traced.
complaint
online?
KEY TERM - QUESTION 5
Which of
the
following
Individuals should give tips would
companies an opportunity SOCIAL you give to
to resolve the issue before LISTENING someone
writing an online complaint. who wants
to post a
complaint
online?
KEY TERM - QUESTION 6
A B Adjustment
messages
avoid humiliation by
verify the honesty of should
downplaying the
the customer's claim rectify a
mistake
wrong if
one exists,
C D regain the
confidence
warn the customer promote future of the
of possible legal business and customer,
action goodwill and _______.
KEY TERM - QUESTION 6
A B Adjustment
messages
avoid humiliation by
verify the honesty of should
downplaying the
the customer's claim rectify a
mistake
wrong if
one exists,
C D regain the
confidence
warn the customer promote future of the
of possible legal business and customer,
action goodwill and _______.
KEY TERM - QUESTION 7
A B If you feel
that an
We understand your reliance on
a high-performance router and
apology is
We are sorry for any inconvenience
apologize for the incomplete
this may have caused appropriate,
installation of your DataServe
router. which of the
following
C D apologies
sounds
We regret the error that It is unfortunate that your customized,
caused the system failure DataServe router has failed, and
we promise that this failure will
sincere, and
you claim on your
DataServe router. never occur again. uses positive
language?
KEY TERM - QUESTION 7
A B If you feel
that an
We understand your reliance on
a high-performance router and
apology is
We are sorry for any inconvenience
apologize for the incomplete
this may have caused appropriate,
installation of your DataServe
router. which of the
following
C D apologies
sounds
We regret the error that It is unfortunate that your customized,
caused the system failure DataServe router has failed, and
we promise that this failure will
sincere, and
you claim on your
DataServe router. never occur again. uses positive
language?
KEY TERM

frontload imperative mood indicative mood

claim social listening

adjustment apology laws

 If you have any questions
please feel free to ask

THANK YOU
FOR
LISTENING