Good neutral messages
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Here is a flow chart showing the steps to prepare hot chocolate: 1. Gather supplies - Milk - Chocolate powder or syrup - Whipped cream - Marshmallows 2. Heat milk - Pour milk into a saucepan - Heat on stove over medium heat until steaming 3. Add chocolate - Stir in chocolate powder or syrup until fully dissolved 4. Pour into mug - Carefully pour hot chocolate into mug 5. Top with extras - Add whipped cream and marshmallows 6. Enjoy! - Drink your hot chocolate and enjoy!
Good neutral messages
- 1. Business Communication Lehman – Dufrene - Sinha
- 2. Written – Letters & Memos Opening: States the pleasant or main idea Electronic – Email, Body: Instant message, Provides Details & Explanation website, blog, text message Closing: Reminder Spoken – In person, Future oriented thought Telephonic, Voice Mail
- 3. To express thanks for a gift After conducting your strategic planning seminar, I was pleasantly surprised to receive a certificate to your online music site. Downloading music added some “jazz” to my day while giving me more insight into your business model. Thanks for your kindness and for this useful gift
- 4. To extend thanks for hospitality Ray and I thoroughly enjoyed the weekend excursion you hosted at Lake Douglas for our work team. Since we moved here from Myrtle Beach, sailing has become a rare pleasure. You were kind to invite us. Thanks for a delightful time.
- 5. Identifies the Circumstances for which the writer is grateful To extend thanks for hospitality Ray and I thoroughly enjoyed the weekend excursion you hosted at Lake Douglas for our work team. Since we moved here from Myrtle Beach, sailing has become a rare pleasure. You were kind to invite us. Thanks for a delightful time. Provides basic reasons the action is appreciated
- 6. Interoffice Memorandum TO: All Employees FROM: Ganesh Malhotra, Human Resource Manager DATE: May 15, 2012 SUBJECT: Casual Dress Policy Takes Effect July 1 A casual dress policy has been approved for First National Bank and will be effective July 1. As most of us agree, casual attire in the banking industry generally means “Dressy casual”, since virtually all of us interact with our clientele regularly throughout the day. To maintain our traditional professional image while enjoying more relaxed attire, please follow these guidelines: Men Women Sport or polo shirt, with collars Pant suit Khakis or corduroys Sweater or blouse with pants or skirt, salwar- curidar suits Loafers with Socks Loafers with Socks, Low heels with hosiery Tennis shoes, open-toed shoes, sandals, jogging suits, shorts, jeans, sweatpants, and sweatshirts are inappropriate. Formal business attire should be worn when meeting with clients outside the office. Please visit the HR website for the complete casual attire policy and illustrations of appropriate casual attire. If you have questions as you begin making changes in your wardrobe, please call me at ext. 59
- 7. Interoffice Memorandum TO: All Employees FROM: Ganesh Malhotra, Human Resource Manager DATE: May 15, 2012 SUBJECT: Casual Dress Policy Takes Effect July 1 Information A casual dress policy has been approved for First National Bank and will be effective July 1. As most of us agree, casual attire in the banking industry generally means “Dressy casual”, since virtually all of us interact with our clientele regularly throughout the day. To maintain our traditional professional image while enjoying more relaxed attire, please follow these guidelines: Men Women Explanation Sport or polo shirt, with collars Pant suit Khakis or corduroys Sweater or blouse with pants or skirt, salwar- curidar suits Loafers with Socks Loafers with Socks, Low heels with hosiery + Discussion of the Policy Tennis shoes, open-toed shoes, sandals, jogging suits, shorts, jeans, sweatpants, and sweatshirts are inappropriate. Formal business attire should be worn when meeting with clients outside the office. Please visit the HR website for the complete casual attire policy and illustrations of appropriate casual attire. If you have questions as you begin making changes in your wardrobe, please call me at ext. 59 Encourages readers to ask questions
- 8. Guidelines for Appreciation Message Your speech to the Lincoln Jaycees was very much appreciated. You are an excellent speaker, and you have good ideas. Thank you
- 9. Guidelines for Appreciation Message This past week I have found myself applying the principles you discussed last week at your speech to the Lincoln Jaycees. When I completed the time analysis you suggested, I easily identified a number of areas for better management. Taking time to prioritize my daily tasks will be a challenge, but I now see its importance for accomplishing critical goals. Thank you for an informative and useful seminar
- 10. Guidelines for Appreciation Message Send in Timely Manner Avoid Exaggerated Language Make specific comments about outstanding qualities or performance
- 11. Appreciation Message To: Shaz DeShazer <deshazer@ch.com> From: Sudhanshu Mehra <sudhanshu@gemco.com> Subject: Appreciation for Outstanding Work Shaz, Completing the ropes course at Camp Horizon was a memorable and life – changing experience for every member of our office staff. Your facilitators were masterful in allowing our teams to take risks while ensuring their safety. The course provide a diverse series of activities that enabled each staff member to participate, regardless of our physical limitations. It was interesting for us to identify the real leaders in our office. In the words of one colleague, “The ropes course has shown me I can do more than I have to come to expect of myself.” Thank you for helping us see our potential. Best wishes, Sudhanshu Mehra
- 12. Appreciation Message To: Shaz DeShazer <deshazer@ch.com> From: Sudhanshu Mehra <sudhanshu@gemco.com> Subject: Appreciation for Outstanding Work Shaz, Completing the ropes course at Camp Horizon was a memorable and life – changing experience for every member of our office staff. Extends appreciation Your facilitators were masterful in allowing our teams to take risks while ensuring their safety. The course provide a diverse series of activities that enabled each staff member to participate, regardless of our physical limitations. It was interesting for us to identify the real leaders in our office. Specific Evidence In the words of one colleague, “The ropes course has shown me I can do more than I have to come to expect of myself.” Thank you for helping us see our potential. Best wishes, Tangible Benefits Sudhanshu Mehra
- 13. Claim is a request for an adjustment – Refund, Replacement, Adjustment, Payment for Damages etc. Routine Claims Persuasive Claims
- 14. Poor Example of Routine Claim Ms. Sinha, Our company recently purchased the upgrade of your Audit Partner 7.0 software. We have used the 6.2 release in the past and were interested in the new features promoted in your advertisement. Unfortunately, your new software system does not work. When our computer technology advisory group tested the new version, we discovered several bugs, especially in the reporting modules. The attached logs and error messages prove, and your technical support staff agree, that these problems were caused by the software. We are not willing to distribute the upgrade to our audit staff unless these errors are corrected. Please modify the program or refund our money
- 15. Good Example of Routine Claim Ms. Sinha, Please send us a service pack that will correct the errors in the recent release of your Audit Partner software. Extensive testing by our computer technology advisory group always precedes distribution of software to our staff and the beginning of training programs. After just a short time working with Audit Partner 7.0, it became clear that this version contains numerous bugs, especially in reporting modules. Please examine the attached logs and error messages generated by our computer technology advisory group. Their conversations with your technical support staff confirm our evaluation of this version of your audit software. Our audit personnel are eagerly awaiting the new version of your software for use in our initial training program tentatively scheduled for next month. Hopefully, the service pack will correct the errors and enable this version to operate as effectively as version 6.2. Thanks, XYZ
- 16. Poor Example of Routine Claim Ms. Sinha, Forceful tone to convey details receiver already knows Our company recently purchased the upgrade of your Audit Partner 7.0 software. We have used the 6.2 release in the past and were interested in the new features promoted in your advertisement. Unfortunately, your new software system does not work. Shows no empathy for receiver When our computer technology advisory group tested the new version, we discovered several bugs, especially in the reporting modules. The attached logs and error messages prove, and your technical support staff agree, that these problems were caused by the software. Uses second person with negative language We are not willing to distribute the upgrade to our audit staff unless these errors are corrected. Please modify the program or refund our money States claims that should have appeared in the first paragraph
- 17. Good Example of Routine Claim Ms. Sinha, Please send us a service pack that will correct the errors in the recent release of your Audit Partner software. Emphasizes main idea Extensive testing by our computer technology advisory group always precedes distribution of software to our staff and the beginning of training programs. After just a short time working with Audit Partner 7.0, it became clear that this version contains numerous bugs, especially in reporting modules. Please examine the attached logs and error messages generated by our computer technology advisory group. Their conversations with your technical support staff confirm our evaluation of this version of your audit software. Provides explanation Our audit personnel are eagerly awaiting the new version of your software for use in our initial training program tentatively scheduled for next month. Hopefully, the service pack will correct the errors and enable this version to operate as effectively as version 6.2. Ends on positive note Thanks, XYZ
- 19. Poor Example of Response Thank you for your letter on November 3. It has been referred to me for reply We have studied the log and error messages you attached to your complaint. We are unclear how these errors went undetected in our testing process, but we agree that the problems you experienced resulted from coding errors in the software. That you for calling this problem to our attention, and we certainly hope the service pack corrects all of these problems
- 20. Good Example of Response Ms. XYZ, The service pack for Audit Partner 7.0 will be shipped to you within three weeks. Thank you for bringing this situation to our attention so quickly while we are still in the early stages of distributing this software. Although the software was subjected to our normal quality control review, our sample data sets did not trigger the errors you experienced using realistic data. Our developers are proud of the new functionality added to Version 7.0. Please call us at 555-0800 if your control review team can assist your technology advisory group in testing the software after installing the service pack Thanks, ABC Sales Manager
- 21. Poor Example of Response Provides obvious facts Thank you for your letter on November 3. It has been referred to me for reply We have studied the log and error messages you attached to your complaint. We are unclear how these errors went undetected in our testing process, but we agree that the problems you experienced resulted from coding errors in the software. Continues with more obvious facts and no meaningful explanation That you for calling this problem to our attention, and we certainly hope the service pack corrects all of these problems Alludes vaguely to main idea while closing on negative note
- 22. Good Example of Response Ms. XYZ, Begins with good news The service pack for Audit Partner 7.0 will be shipped to you within three weeks. Expresses appreciation for being informed Thank you for bringing this situation to our attention so quickly while we are still in the early stages of distributing this software. Although the software was subjected to our normal quality control review, our sample data sets did not trigger the errors you experienced using realistic data. Presents explanation Our developers are proud of the new functionality added to Version 7.0. Please call us at 555-0800 if your control review team can assist your technology advisory group in testing the software after installing the service pack Attempts to regain possible lost Thanks, goodwill by offering personalized ABC assistance Sales Manager
- 24. Good example of an Online Order Confirmation To: Claire Dampier From: Majesticfragrances.com Subject: Order Confirmation from www.majesticfragrances.com Claire, Thank you for shopping at www.majesticfragrances.com . Your order (shown below) has been shipped via UPS with delivery expected on Friday, January 7. Your tracking number is 1RA17903335 A summary of your order information follows: Order No. 2641582470 Order Dat: Jan 03, 2008 11:11 AM Billed and shipped to: Claire Dampier 916 Erin Way Carlisle, PA 17013 USA Phone: 601 555-3211 Thank you for shipping with us. If you have questions about your order, please contact us on 1-800-555-3189
- 25. Each step – Action statement Each step on a Separate Line Prepare a flow chart Follow your instructions step by step Ask a colleague or employee to do the same