Chapter 6

CHAPTER 6
POSITIVE MESSAGE
Objectives
• Understand the channesl and how business letters should be
formatted
• How to compose a direct messages that make requests, respond
to inquiries online and offline
• Prepare message that make direct claims and voice complaints
• Create adjustment message
• How to write special messages that convey kindness and goodwill
What is positive message?
• Are routine and straightforward
• Help workers conduct everyday business
• Make up the bulk of workplace communication
• Require solid writing skills

Channels used for positive messages
• E-mails
• Memos
• Letters
• Social media networks
• Blogs
• IM and text messages

Three-Step Writing Process
Planning Writing Completing
Analyze Situation Revise

Adapt to
the Audience
Gather Information Produce
Select Medium Proofread

Compose
the Message
Get Organized Distribute
Understanding Business Letters
 Confidential and formal
 Provide a permanent record
 Deliver contracts
 Explain terms
 Share ideas
 Negotiate agreements
Formal Business Letter
Routine Requests
State Request
Support Request
Close Message
Action and Information
More Shared Less Shared
State the Request
Background Background
Internal External
Audience Support the Request Audience
Less More
Close the Request
Formal Formal
Writing Plan for Direct Requests
Opening
• Ask the most important question first or express a polite
command
• Avoid long explanations preceding the main idea.

Body
• Explain the request logically and courteously.
• Express questions in numbered or bulleted form.
• Use open-ended questions (What steps are necessary...) instead of yes-or-no questions -
(Can the project begin on time?).
• Suggest reader benefits, if possible.

Closing
• State specifically, but courteously, what action is to be taken.
• Set an end date, if necessary. Provide a logical reason for the end date.
• Make it easy for the receiver to respond.

Writing plan for email, memo
and letter replies
Subject Line
• Summarize the main information from your reply.
(A subject line is optional in letters.)
• Use abbreviated style omitting articles (a, an, the).

and letter replies
Opening
• Start directly by responding to the request with a
summary statement.
• When announcing good news, do so promptly.

and letter replies
Body
• Explain the subject logically.
• Use lists, tables, headings, boldface, italics, or other graphic devices
to improve readability.
• Promote your products and your organization to customers.

and letter replies
Closing
• Offer a concluding thought, perhaps referring to the information or
action requested.
• Avoid cliché endings
(If you have any other questions, don’t hesitate to call).

Responding to Customers Online
• Vocal individuals can start a firestorm of criticism or become
powerful brand ambassadors
• Companies must adopt strategies that help them decide
when and in what ways to respond.

Responding to Customers Online
• Be positive.
• Be transparent.
• Be honest.
• Be timely.
• Be helpful.
Writing plan for instruction message
• Subject line: summarize the content of the message
• Opening: expand the subject line by starting the main ideas concisely in a
full sentence
Body
• Present the instructions in orderly steps.
• Arrange the items vertically with numbers.
• Begin each step with an action verb using the imperative mood
Ex: Unlock the door, open the file

Closing
• Request a specific action, summarize the message, or present a
closing thought.
• Include a deadline and a reason, if appropriate.

Memo delivering Instructions
Claims and Requests for
Adjustment
Who Is at Fault?
The The A Third

Company Customer Party
Guidelines for Writing Online Reviews and Complaints
1. Establish your credibility.

2. Check posting rules.
3. Provide balanced reviews.
4. Consider the Web’s permanence.
5. Embrace transparency.
6. Accept offers for help.
7. Refuse payment for favorable critiques.
Goodwill Messages
• Be spontaneous.
• Keep it short.
• Be specific.
• Be sincere.
• Be selfless.
Fostering Goodwill
Congratulations
Appreciation
Condolences
Saying Thank You
• Written notes showing appreciation and expressing thanks are
significant to their receivers.
• Thank-you notes are typically short messages written on special
notepaper or heavy card stock.
• Businesspeople build goodwill by thanking others gracefully.

Assignment
You are a member of IU English Club and your team takes part in”Welcome Freshmen” Day on Oct 31, 2022.
Therefore, you were assigned to order for the team’s uniforms. You are going to order 100 T-shirts and 100 caps
with printed IU logo in two colors Blue and White. T-shirt has different sizes (S. M, L) and the caps must be
adjustable cap. All products need to be delivered one week before the event. And before signing the contract
with supplier, you also want to know the costs, ordering times, extra charges and discount policy…etc
• YOUR TASK: Write a letter to Mr. VIET LE at 123 Tran Hung Dao st, distrct 1, HCM. He is a sales representative
of a potential supplier of TS company. Explain your order and list specific questions.
The End

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• Are routine and straightforward

• Help workers conduct everyday business

• Make up the bulk of workplace communication

• Require solid writing skills

• Social media networks

• IM and text messages

Analyze Situation Revise

Select Medium Proofread

 Confidential and formal

 Provide a permanent record

• Ask the most important question first or express a polite

• Avoid long explanations preceding the main idea.

• Express questions in numbered or bulleted form.

(Can the project begin on time?).

• Suggest reader benefits, if possible.

• State specifically, but courteously, what action is to be taken.

• Make it easy for the receiver to respond.

• Summarize the main information from your reply.

(A subject line is optional in letters.)

• Use abbreviated style omitting articles (a, an, the).

• Start directly by responding to the request with a

• When announcing good news, do so promptly.

• Explain the subject logically.

• Use lists, tables, headings, boldface, italics, or other graphic devices

• Promote your products and your organization to customers.

• Offer a concluding thought, perhaps referring to the information or

• Avoid cliché endings

(If you have any other questions, don’t hesitate to call).

• Vocal individuals can start a firestorm of criticism or become

powerful brand ambassadors

• Companies must adopt strategies that help them decide

when and in what ways to respond.

• Subject line: summarize the content of the message

• Present the instructions in orderly steps.

• Arrange the items vertically with numbers.

Ex: Unlock the door, open the file

• Request a specific action, summarize the message, or present a

• Include a deadline and a reason, if appropriate.

The The A Third

1. Establish your credibility.

significant to their receivers.

• Thank-you notes are typically short messages written on special

notepaper or heavy card stock.

• Businesspeople build goodwill by thanking others gracefully.

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