Professional Documents
Culture Documents
Mba C431 Lec 8 Routine Persuasive and Bad News Messages
Mba C431 Lec 8 Routine Persuasive and Bad News Messages
BITS Pilani
Pilani | Dubai | Goa | Hyderabad
Lecture 8
JAYASHREE MAHESH
BITS Pilani
Pilani | Dubai | Goa | Hyderabad
PART 1
ROUTINE MESSAGES
Objectives
Compose a routine request
Compose a routine reply
Compose a routine claim letter
Compose a routine adjustment letter
Compose a goodwill message
3
BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956
Routine Requests
4
BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956
Contd.
1) Is your facility available from 9 a.m. until 3 p.m. on that date?
Although our meal runs from noon until 2 p.m., we need the
additional time for setup and takedown.
2) Do you offer free use of audiovisual equipment? We would
need an overhead projector and screen and a color projector
system that would enable us to project computer images. We
would supply the portable computer.
3) Do you have a variety of hot lunches that can be served
tableside for charges between $15 to $18, including tax and
gratuities?
Thank you for providing this information in time for us to make
our site selection by January 15.
Sincerely,
09/27/16
BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956
Routine Replies
8
BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956
10
BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956
Contd.
To
provide
round-the-clock
expert
service
for our business and convention guests,
we have contracted with an outside firm to
provide all audiovisual services for a reasonable fee.
You may make arrangements directly with GuestServ by
calling the company at 555-1086.
For the health-conscious guest, we offer soup-and-salad
lunches for between $12 and $18, including beverage,
tax, and gratuity. We also offer a hot buffet line with your
choice of two main dishes for between $16 and $20. Hot
meals served tableside begin at $21.75 for our popular
braised chicken breast.
09/27/16
Contd.
No matter what your choice, you will find that our
facilities, food, and service live up to the Clevelands
finest label recently awarded to us by Cleveland
Monthly magazine. Please call me at 555-3288 to let
me know how the Berkshire might serve your
organization.
Sincerely,
09/27/16
BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956
details,
using
objective,
13
BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956
Contd.
Page 3 of the contract we signed on January 18 states
that complimentary valet parking will be provided for all
catered events with a total food and beverage charge of at
least $7,500.
I have enclosed copies of your invoice, our check, and the
contract with the valet-parking clause highlighted. Thanks
for taking care of this matter and for a truly memorable
meal. Everyone is still talking about your delicious milehigh pie.
Sincerely,
09/27/16
BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956
19
BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956
Contd.
As you will remember, the day before your luncheon, you gave
us a head count of 268 guests, which resulted in an estimated
bill of $7,420below the $7,500 minimum for free valet parking.
Although we were happy to accommodate the eight extra
guests who showed up without reservations the next day, we
inadvertently failed to note that they brought your total bill above
the minimum required for free parking.
I appreciate your calling this matter to our attention, Mr. Olson,
and look forward to serving you and your colleagues another
slice of our famous mile-high pie in the near future.
Sincerely,
09/27/16
BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956
Goodwill Messages
Types
Congratulatory Messages
Thank you notes
Sympathy / condolence messages
21
BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956
22
BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956
23
BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956
24
BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956
Letter of Recommendation
Be fair
Give background details about nature and length of
relationship with the applicant
Label it confidential and state that you were asked to
provide this information
Discuss only job related traits and behaviors be objective
If any specific questions asked, answer all of them
Present negative information in such a way that the reader
will perceive it with the same degree of importance that you
do
Close by giving an overall summary
25
BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956
26
BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956
BITS Pilani
Pilani | Dubai | Goa | Hyderabad
PART 2
PERSUASIVE MESSAGES
Objectives
Decide when to use the direct or indirect plan
Compose a persuasive message prompting an
idea
Compose a persuasive message requesting a
favor
Compose a persuasive claim
Compose a persuasive sales letter
30
BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956
Persuasion
Process of motivating someone to
take a specific action
support a particular idea
31
BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956
Audience Analysis
Knowledge and attitude of the reader
Effect on the reader
Writer credibility
32
BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956
34
BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956
35
BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956
36
BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956
Selling an Idea
Begin by introducing the recommendation , along with
a brief rationale
Provide a smooth transition to necessary background
information
Cite statistics and external testimony for credibility
Repeat the recommendation after presenting most of
the rationale
Neutralize any obvious obstacle
Close on a positive, confident note, motivating prompt
action
37
BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956
Requesting a Favor
Begin by making a complimentary remark about
the reader
Intimate the request
Provide sufficient background information
Minimize obstacles
Close with a restatement of reader benefit
38
BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956
and
provide
40
BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956
Main Reason 2
Facts /
Examples
Facts /
Examples
Main Reason 3
Facts /
Examples
Conclusion
41
BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956
Prepare
Learn as much as possible about
Product
Competition
Audience
42
BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956
Motivate Action
Make the desired action clear and easy to take
Ask for the specified action confidently
Encourage prompt action
End your letter with the reminder of the reader
benefit
45
BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956
Collection Letters
Purpose is to collect past due accounts
Retain customers goodwill
Four stage series of message to be used:
Reminder Stage
Inquiry Stage
Appeal Stage
Ultimatum Stage
46
BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956
BITS Pilani
Pilani | Dubai | Goa | Hyderabad
PART 3
BAD NEWS MESSAGES
Objectives
Decide when to use the direct or indirect plan
Compose a message that rejects an idea
Compose a message that refuses a favor
Compose a message that refuses a claim
Compose an announcement that conveys bad
news
48
BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956
Purpose
Convey the bad news
Retain the readers goodwill
Message to be communicated
Politely
Clearly
Firmly
49
BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956
Direct Plan
Used for simpler situations with little explanation
and background information
Writing bad news to superior
The bad news is small insignificant matter
Reader not involved emotionally
Reader prefers directness
Reader expects a no response
Writer wants to emphasize the bad news
Reader writer relationship is extreme
50
BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956
Indirect Plan
Used when giving news to
Subordinates
Customers
Readers who prefer indirect approach
Readers you dont know
51
BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956
Types of Buffers
Agreement
Appreciation
Compliment
Facts
General principle
Good news
Understanding
53
BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956
Types
Bad news about normal operations price
change
Bad news about the organization product
recalls, unexpected operating deficits, legal
problems
58
BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956
Activity
Writing a Routine Adjustment Letter
09/27/16
BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956
Contd:
Statement of Explanation should:
explain the facts in neutral, impersonal and
tactful language
describe what Urban Systems will do to prevent
re-occurrences
reestablish Packards confidence in both the
product and Urban Systems
61
BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956
Contd.
Closing statement should never:
refer again to the problem
apologize again
suggest the possibility of future problems
imply that the reader might still be upset
62
BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956
Contd.
Closing statement should:
have a positive forward looking note
appreciate the readers interest in Ultra Light
Strips and / or Urban Systems
subtly promote a different product or service
once the readers confidence has be restored
63
BITS Pilani, Deemed to be University under Section 3 of UGC Act, 1956