INFORMAL ORAL COMMUNICATION

DIRECTNESS IN GOOD NEWS AND NEUTRAL MESSAGES :

Direct order is used in most business messages. A general direct plan is presented and then adapted to specific situations.

(1)

Preliminary Assessment :
Begin by assessing the readers probable reaction. A positive or neutral reaction calls for directness; A negative reaction, indirectness.

(2)

Beginning with the objective :

Start with the objective.

(3)

Covering the remaining part of the Objective :

Complete the objective systematically perhaps by listing or paragraphing.

(4)

Ending with adapted Goodwill :

End with a goodwill comment.

ROUTINE INQUIRIES
Routine inquiries appropriately begin asking either of 2 types of question : a) A specific question that sets up the information wanted b) A general request for information.

.. 1. Begin directly with the objective either a specific question that sets up the entire message or a general request for information. 2. 3. 4. 5. Include necessary explanation wherever it fits. If a number of questions are involved, ask them. Make the question stand out ( using bullets, numbering, paragraphing, question form) End with goodwill words adapted to the individual case.

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GENERAL FAVORABLE RESPONSES

Begin by Answering. If there is 1 question, answer it If there is more than one, answer the most important. Place favorable responses at beginnings and ends. Give them more space.

.. 1. 2. 3. 4. 5. 6. Begin with the answer, or state that you are complying with the request. Indentify the message begin answered either incidentally or in a subject line. Continue to give what is wanted in orderly arrangement. In negative information is involved, give it reduced emphasis. Consider including extras. End with a friendly comment adapted to your reader.

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ADJUSTMENT GRANTS
Good news in adjustment grants justifies directness. Follow the good news pattern, but consider two special needs. Negative impressions remain; so overcome them through positive writing.

.. 1. 2. 3. 4. 5. Begin directly with the good news. Incidentally indentify the correspondence that you are answering. Avoid negatives that recall the problem. Regain lost confidence through explanation or corrective action. End with a friendly, positive comment.

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ORDER ACKNOWLEDGMENTS
Acknowledgments are sent to let people who order goods know the status of their orders. To maintain the goodwill for repeat customers, revise acknowledgments regularly. Acknowledgments can serve to build goodwill. Directness and goodwill mark the message. When goods must be delayed, handle this news tactfully. In vague orders, request the needed information positively.

.. 1. 2. 3. 4. 5. Give status of order, acknowledging incidentally. Include some goodwill sales talk, reselling, or such efforts. Include a thank-you. Report frankly or handle tactfully problems with vague or back orders. Close with adapted, friendly comment.

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CLAIMS
Claims are written to collect for damages. Use directness for this bad news because, (a) (b) The reader wants to know It adds strength

Your tone should suggest the reasonableness of reader and writer. Indentify the problem in the direct beginning. State the problem clearly in the opening. Handle the claim by either stating what you want or letting the reader decide. Your closing words should show your cordial attitude.

.. 1. 2. Begin directly. Tell what is wrong. Indentify the situation (invoice number, product information etc.) in the text or in a subject line. 3. 4. 5. Present enough of the facts to permit a decision. Seek corrective action. End positively friendly but firm.

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