Session 9

Poor Response

Verma Does not come

to the point directly
Dear John,
Thank you for your letter. We are the number one hardware & software
supplier in the city. Our customers include some of the biggest IT
organizations in the city. However, I wonder if I can answer all the
questions that you have asked.
The price of each computer would be around Rs 20000 excluding taxes,
and currently we do not have the required number with the configurations
you have asked for. We can, however, deliver them in splits. You need
not worry about the warranty.
Services are offered but there will be extra charge for maintenance,
upgrade, and repair.

Disorganized response
Verma
Poor closing
 Writing informative
messages

Make your reply look effective &

professional

Step 1: Answer the central question first

Dear John
Thank you for your inquiry. We would be delighted to
provide you with all the information, and we definitely
do have the computer configurations that you are
looking for.
 Writing informative
messages

Step 2: Provide explanations

- Clear & should not leave doubt in the readers mind

- Provide all information sought by the reader

- If there are series of questions, arrange answers

logically

- Answer to each question could be a paragraph

 Writing informative
messages

Step 3: Tackle negative part of message

- Treat request with priority & seriousness

- Try & change the context

Yes, a bulk purchase of more than 500 computers will

automatically make you our privileged customer and we
would be providing free-of-cost service for software and
installations for a period of six months from the date of the
contract.
 Writing informative
messages

Step 3: Tackle negative part of message

- Reassuring prospective customer of the best of

services would also help

OR

- Give less emphasis to the negative part and place it

in the middle of the reply rather than at the
beginning or ending
 Writing informative
messages

Step 4: Close message cordially

- Reader should feel happy at the end of the message

- If you feel more follow up is needed, specify it

Please do let us know in case you have any queries or want to

discuss the order further. We would be pleased to have you as our
customer, and will endeavor to deliver what we have promised.
 Plan: Informative writing

Explanation, communicating the details

Opening
- should tell the reader what information will be
delivered
- should address a fundamental audience need:
why audience members need the information?
Organise matter analytically (according to
importance- logical)
Think about possible barriers
 Session 10

Persuasive Letter
 Objective

To:
Develop skills in writing persuasive letters
 Meaning of Persuasion

Process of motivating someone to take a specific

action or to support a particular idea

Persuading:
- Superior to adopt a certain proposal
- Supplier to refund the purchase price of defective
product
- Potential customer to buy your product/service
 Planning Persuasive Letter

Purpose
Be clear about the specific results you wish to achieve
Audience Analysis
- Satisfy the specific need of audience
- Knowledge and attitude of the reader
- Effect on the reader let the reader know the benefits of
doing as you ask

Not: The San Diego Accounting Society would like you to speak to us on
the topic of expensing versus capitalizing 401-C assets.
But: Speaking to the San Diego Accounting Society would enable you to
present your firms views on the controversial topic of expensing versus
capitalizing 401- C assets.
 Planning Persuasive Letter

Writer credibility

- The more trustworthy you are, the more trustworthy your

message will appear
 How to start?

Direct and Indirect methods

Conditions to use Direct method:

Superiors within the organisation

Audience is predisposed to listen objectively to your request

Proposal does not require strong persuasion

Proposal is long or complex

You know that your readers prefer the direct approach

 Direct Plan

Present major idea first

Present your recommendation along with criteria in the first
paragraph

Not: I recommend we hold our Primacy sales meeting at the

Valley View Hotel

But: I have evaluated three hotels as possible meeting sites for

our Primacy sales meeting and recommend we meet at the Valley
View Hotel. As discussed below, the Valley View is centrally
located, has the best meeting facilities, and is moderately priced.
Indirect Plan (AIDA)
 Indirect Plan

Delay asking for action

Present your reasons first

Subject line is not generally used

If subject line is mandatory, make it neutral

Not: Subject: Proposal to Sell the Roper Division

But: Subject: Analysis of Roper Division Profitability

 Indirect Plan - Opening

Rhetorical question is the most effective

Not: How would you like to save our department $ 7,500
yearly?
But: What do you think the labor costs are for changing just
one light bulb? $ 2? $ 5? More?
Not: Did you know that the Hartford Community Fund is
more than 50 years old?
But: What do Tina Turner and the Hartford Community Fund
have in common?
 Indirect Plan Creating Interest

Convince the reader that your request is reasonable

Provide convincing evidence

Use reasonable tone

Be objective, specific, logical and reasonable

Avoid emotionalism, obvious flattery, insincerity and

exaggeration

Not: Why should it take a thousand phone calls to convince your

computer to credit my account for Rs 2,650?

But: Even after five phone calls over the past three weeks, I find
that Rs 2,650 has still not been credited to my account.
 Dealing with Obstacles

Dont ignore possible obstacles to granting your request

Dont emphasize them, either
Strategize to show your request is reasonable (inspite of
the obstacle)

- If you are asking confidential information, discuss how you will

treat it
- If you are asking for large donation, explain how payment can
be made on installment plan/payroll deduction/point out tax
deductible feature
 Motivating Action

Request is stated (Direct plan) / implied(Indirect plan) in the

beginning
Give direct statement of request late in the message
Clearly, state the specific action that you want to be taken

Not: If you agree this proposal is worthwhile, please let me know

by June 1
But: To enable us to have this plan in place before the opening of
our new branch on June 1, simply initial this memo and return it
to me.
 Session 11

Bad News Letter

 Objective

To:
Develop skills in writing negative messages
 Why is it difficult?

Sensitive issue
Cannot say no
Problem - compounded in print (no facial expressions
and voice)
 How to communicate

Appreciate readers efforts

Compliment the reader
Empathize with the reader
Apologize to the reader
Agree with the reader
Give concrete, rational explanations for refusal
Avoid negative words
Provide neutral closing
 Semantics to make refusal less
painful
Avoid personal pronouns
you were lacking in essential qualifications, which is
why we

Avoid phony statements

The Axin Bank deeply cares for its customers; however for the
next five days we will be unable to provide essential services as
the Bank is currently undergoing some upgrades.

(could have provided alternatives for smooth

transactions)
 Semantics to make refusal less
painful

Avoid stating bad news in the opening line

We regret that we will not be able to offer you
appointment in our company

Give reasons for the bad news

- Show that the decision is fair and reasonable
 Use positive language

Negative: Your misunderstanding of your policy prompts your

accusation that we are at fault.
Positive: Section 3 of your policy makes us responsible only when
we service the equipment.
Negative: I regret the inconvenience caused you by the breakdown
of the equipment.
Positive: The repaired equipment should give you years of good
service.
Negative: We must refuse your request to use our equipment.
Positive: As we are a state office, our equipment can be used for
government purposes only.
 Common Negative Words
Alibi
Afraid Apology
Allege Blame
Beware Complaint
Careless Difficult
Decline
Disappoint Fault
Fail Impossible
Inconvenience Misunderstanding
Unfortunate Ruin
Waste Unfair
Worry Wrong
States the negative
Ineffective
information directly; Negative Feedback
no opening buffer;
does not establish a
common ground
Dear Tanmay Shukla Does not provide
logical explanation;
There are a lot of issues in the annual report that you is have drafted
rude and
& sarcastic;
sent me for approval. lacks respect and
courtesy; does not
It is surprising that a professional like you is not able to
usewrite a report
you-viewpoint
free of language and content errors! I am sure you were taught these
things at school!

Please correct the report and revert to me ASAP. I do not want any errors
this time.
Does not close
positively; restates the
Sincerely negative information;
de-emphasizes
techniques; does not
treat the reader with
(Prabhat Kaul) empathy & respect
Manager
 Effective Negative Feedback
Starts the message by
acknowledging the efforts of
the Dear Mr neutral
reader; Tanmaybuffer
Shukla
This is regarding the annual report that you have prepared. Your effort
in collating all the information is highly appreciated.

Shares feedback in an
Though the report includes all the relevant sections and related
objective manner
information, the presentation needs to be improved. It accusing
without is also expected
the
that such reports are completely error-free in terms
readerof content and
language.
Please make the necessary modifications and send me the revised
report by tomorrow. I am sure you would take care of the above
mentioned reviews in all the future business documents.
Wish you all the best. Clearly conveys
expectations

Sincerely
Managerial Communication II

Session 12
 Objectives
To know more about:

Memo

its uses

its format

writing an effective memo

 Memorandum

Derived from the word memorandus to be remembered

Internal communication

Specific & concise

Less formal & shorter than letters

 Uses
Upward, downward, lateral & diagonal

To inform about changes in policy, procedures

To announce events, meetings

To present proposals, decisions, briefings

To delegate responsibilities

To report results

To inform & motivate

 Uses

Communicating to groups (saves time over talking &

ensures that all have same information)

Fixing responsibility
Proof of written document if questions of responsibility
arise later

Communicating with opponents

Communicating with the inaccessible

A series of memos: Proof of past attempts to reach
someone
 Routine Memos
Purpose:
Communicate requirements
Make requests
Serve as reminders
Provide information, feedback
Make announcements

Structure: Bullet point form, short sentences &

paragraphs

Writing Style: Conversational tone; firm yet

friendly
 Memo of Transmittal

Purpose:
Transmits reports & proposals to a senior
(usually - 1 page long)

Structure: About 2 paragraphs

Writing Style: Formal

 Memo Reports
Purpose:
To update status of a project

Structure: About 2 pages

Complex sentences; 4-6 paragraphs; tables &
charts used to show data

Writing Style: Formal

 Format
Header
TO: Single or multiple
FROM: Your name, dept., Initials
DATE:
SUBJECT:

Subject line: Clear & Specific

Office rules for attendance instead of Rules
Changes in dress code from 1st Feb. 2014 instead of
Dress code
 Introductory Paragraph

Build goodwill
Supply relevant background information (set the context)
- answer the questions : What is this? Why me?
Indicate the broad purpose

Language: conversational and plain

Tone: friendly, courteous and positive
Length: short
 Body

Discuss implications of facts cited above

Could include:
More details/Persuasive arguments/benefits/reminders/
announcements/feedback/reports

Follow 8 c principles for effective message: completeness,

clarity, concreteness, correctness, conciseness, consideration,
courtesy and candidness

Language: Concise & precise

Format: Bullets, spacing (paragraphs), lists (1, 2,)
Align text to left
 Conclusion

State any expected outcome, action or other

information appropriate to your purpose

Provide effective polite closure - giving your extension

number or email address

Please send me your comments and suggestions by

January 31st.
If you have any questions, please call me at Ext.
1045.
 Other details
No indent
No salutation
No signature block

2nd page requires: Subject line, a date line

& a page number (Page 2 of 2)
Text is single-spaced within & double-
spaced between paragraphs
Memorandum

TO: Alan Reynolds (Director HR)

FROM: Abhay Kumar (Manager- HR)
DATE: February 6, 2014
SUBJECT: Changes in Payroll Practices

As you suggested, a couple of changes are made in the payroll procedures.

This alleviates some of the bottlenecks that have delayed paychecks in the
past few months.

1. Paychecks will no longer be mailed out. Employees will receive the

check for the month on the last working day of that month. Direct
deposits will still be made to their checking or saving account provided
direct deposit is used for only one account.
2. All travel and expense reimbursements received before the twentieth of
each month will be included in that monthly paycheck. Requests for
reimbursement will no longer be paid by individual checks as in the
past. Of course, these expense reimbursements are not taxed.

These changes in payroll should help to guarantee timely paychecks.