BA 403 Chapter 10

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4 pointers for subject lines

- director gave me your name - two short travel questions - good news in line - don't use generic

how to organize informative and positive messages

- good news and most important info - details and background - present any negatives positively - explain benefits - goodwill ending

secondary purpose of positive or informative messages

1. build good image of the sender 2. build a good image of sender's organization 3. cement a good relationships 4. deemphasize any negative elements 5. reduce or eliminate future messages on the same subject.

what are the five channels of communication?

1. face to face 2. phone calls 3. Instant messages 4. emails 5. letters.

primary purpose of positive or informative messages

1. give information or good news 2. have the receiver view the information positively.

4 reasons why phone calls are good

1. no multiple visits 2. tone of voice 3. something immediately 4. no paper trail

what are the 2 obvious difference between the emails and paper memos.

1. paper memos company name and logo 2. paper memo's "from line" gets initialed.

7 reasons emails are used.

1. routine crap 2. save time 3. save money 4. convenience 5. communicate accurately 6. details for reference 7. create a paper trail

how to organize a letter of transmitter (4 things)

1. tell the reader what you're sending. 2. summarize the main points 3. special circumstances. 4. tell reader exactly what you want him to do.

4 tips to face to face communication

1. timing is convenient 2. complex? documents in hand 3. don't usurp their space 4. look for "time to go" signs

5 tips for phone calls

1. timing is convenient 2. speak clearly 3. information hook 4. short and cordial call 5. focus on the call - do not do other work

face to face is a good choice when .... 7 things

1. you're welcomed 2. build business relationship 3. save multiple calls 4. dialogue is required 5. something immediately 6. no paper trail 7. situation is complex

how many people can the angriest of customers influence?

18 people.

what percent of consumers said they were dissatisfied with how a company handed their complaint?

46%

what percent of consumer report have bas customer service experience that left them angry?

70%

What kind of message has the receiver's basic reaction will be neutral.

Informative Message.

be sure to present advantages to the

audience

you don't need benefits when

factual information attitude doesn't matter benefits make audience sound selfish benefits are too obvious

three factors that contributed to the perception of email overload.

first - unstable requests... second - pressure to respond third - delegation of tasks and shiftings.

what should focus on the business relationship you share with your reader, and not on the reader's hobbies family or personal life.

goodwill endings.

in a summary of conversation for internal use

identify the people topic of discussion decisions made who does what next.

what kind of message is: acceptances;