DIRECTNESS IN GOOD NEWS

AND NEUTRAL MESSAGES

CH6
BUS-EMB500
Mhb

Directness in Business

Most business messages use a direct order.

In direct order approach the message leads with its

most important point and then moves to additional
or supporting information.

First, we will describe a general plan for writing all

messages of this type.

Then we adapt this general plan to some of the

more common business situation.

The General Direct Plan

Beginning with the objective

- Put the key point upfront.
- But you may need to lead with brief orienting information.

Covering the remaining part of the objective.

- Complete the objective systematically perhaps by listing
or
paragraphing.

Ending with a goodwill

- End with a goodwill especially adapted to the message.

Common Direct Message

Situation

Routine Enquiries

Favorable Responses

Adjustment Grants

Order Acknowledgements and other Thank You

Messages

Operational Messages

Any Other Direct Message Situations

Routine Enquiries

Choosing from two types of beginning.

Begin by asking either of two types of questions:
- a specific question that sets up the information wanted, or
- a general request for information

Informing and Explaining adequately

- Somewhere in the message, explain enough to enable the
reader to
answer.
- Place the explanation anywhere it fits logically.

Routine Enquiries

Structuring the questions

- If the enquiry involves just one question, begin with it.
- If it involves more than one, make each stand out. Do this by
1) Placing each question in a separate sentence.
2) Structuring the questions in separate paragraph.
3) Ordering or ranking the questions.
4) Using the questions form a sentence.
- If you want a YES or NO answer, frame the questions
appropriately.

Ending with Goodwill

- End with a friendly comment that fits the case.

Routine Enquiries

Structuring the questions

- If the enquiry involves just one question, begin with it.
- If it involves more than one, make each stand out. Do this by
1) Placing each question in a separate sentence.
2) Structuring the questions in separate paragraph.
3) Ordering or ranking the questions.
4) Using the questions form a sentence.
- If you want a YES or NO answer, frame the questions
appropriately.

Ending with Goodwill

- End with a friendly comment that fits the case.

Routine Enquiries

ROLE PLAY EXERCISE

Your Role & Situation: Page 116

Your Enquiry: Page 121, 122, 123

Favorable Responses

Your Role & Situation: Page 125

Your Response: Page 128

Adjustment Grants
Your Role & Situation: Page 128
Your Response: Page 133

Order Acknowledgements and other Thank

You Messages

Class Exercise

Operational Messages

Class Exercise

Any Other Direct Message Situations

Other direct message situation may occur.

Apply the techniques you have already learnt.