COMM 205 Lecture 4: CHAPTER 7,8 Positive & Negative messages

• School: Concordia University
• Department: Commerce
• Course: COMM 205
• Professor: Mark Medicoff

Document Summary

Opening: put the main request first, it can be a question or a polite command. Introduce multiple requests in a summarized fashion, using lists and formatting. Opening: put the main idea or good news first. Body: explain your response, remember your audience and anticipate questions they"ll have. Make sure you"re the right person to respond and do so quickly. Open with a clear statement of what you would like. Explain details of what you"re complying with. End with expression of goodwill (never blame the customers even if they"re at fault) (don"t always need to apologize, but people love to be apologized to) Thank-you letters: thank them for what they have done. Include a few details on what they"ve done helped. Letter of congratulations: conveys pleasure at someone"s happiness. Letter of sympathy: expresses condolences for a personal loss, keep it positive and offers support.