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Lecture 8

COMM 205 Lecture Notes - Lecture 8: Apollo 11 Goodwill MessagesPremium

2 pages68 viewsWinter 2017

Course Code
COMM 205
Philipe Colas

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Chapter 8: Positive Messages
Request Messages:
Start with the main idea; the most emphatic positions in a message are the opening and closing.
Ask a question or issue a polite command: Will you please answer the following questions …
Avoid long explanations preceding the main ideas
Explain your purpose and provide necessary detail.
Frame your questions logically.
Focus on reader benefits.
Express questions in parallel form. Number or bullet them.
To elicit the most information, use open questions (What training programs do you
recommend?) rather than closed questions, which require a yes-or-no answer (Are training
programs available?)
State specifically, but courteously, what action is to be taken.
Set an end date, if one is significant. Explain.
Avoid trite and presumptuous endings (Thank you in advance for …). Show appreciation, but
use a fresh expression.
Make it easy for receiver to comply with your request.
Responding to Requests
Subject line
Consider including a subject line to identify the topic and any previous correspondence.
Use abbreviated style, omitting articles
(a, an, the).
Deliver the information the reader wants.
When announcing good news, do so promptly.
Supply explanations and additional information.
Check facts and figures carefully.
Use lists, tables, headings, boldface, italics, or other graphic devices to improve readability.
In letters to customers, promote your products and your organization.
Remember to use the “youview.
Refer to the information provided or to its use.
Help the reader with specifics, if further action is required.
Offer concluding thought, perhaps referring to the information or action requested.
Avoid clicendings: If you have any other questions, don’t hesitate to call.
Guidelines for responding to online posts:
Be positive
Respond in a friendly, professional tone.
Correct mistakes politely.
Do not argue, insult, or blame others.
Be transparent
State your name and position.
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