hello everyone we are looking at chapter nine writing uh writing routine and positive messages and we're going to actually be putting into practice all of the writing techniques and and special features and so forth that we discussed and reviewed in chapters five six and seven where we reviewed the three-step writing writing um process I'll go to that right so where we spent you know time planning looking at our audience and so forth the different ways to adapt to the audience the different things to think about encomposing the message and then finally completing the message and again going back to when we first started chapter five one of the things that the main reason we want to go over these and start um putting into effect and using and applying these effective writing techniques is we want to eliminate a lot of these common problems that is often seen in professional documents so that's what we want we want to focus on so with chapter nine we're going to be doing our first set of writing and doing some messages so that you can can apply those techniques and um with just as a reminder what we talked about in chapter five you have to select the appropriate outline how you want to lay out your message and you're either going to use a deductive or direct approach or an inductive or indirect approach chapter nine because it's routine General professional messages and normally your audience will be pleased or interested in what you have to say we're going to focus on using the indirect approach in our next chapter we're going to be looking at some negative and not positive types of messages where you're going to have maybe a displeased audience or they're not going to be interested in what you have to say and you have to make them interested we'll be focusing on the inductive approach but for chapter nine for right now we're going to focus on the deductive or direct approach so the outline the strategy to present messages using the direct and deductive outline it's just three three parts you have an opening and in your opening you come right out and you state your purpose all right so when we go back to our five criteria for Effective messages the first thing we want is you want a clear purpose so in a direct outline strategy you start your opening with your clear purpose being in your body you provide your details and explanation and again going back to our criteria you would uh have enough information it would be complete so that the audience can react to the message and it would be correct and concise you would want to have that then ending a direct message direct outline message a couple of ways you can do it um we're going to look at some things later on but you could do just a simple uh restatement of the purpose you know thank you for a thank you if if it is appropriate to the purpose um anything that does a good will ending creates that relationship or so forth and you'll also hear this term sometimes throughout our writing you may have a future oriented thought so again from a professional standpoint and go back to our purpose we hope to you know a single message fulfills the purpose so you're not back and forth back and forth trying to figure that message but that future oriented may be okay we've taken care of this purpose now we'll segue into the next person purpose that's what a future oriented so for our messages that we will be working on um during during this content area we're going to focus on this direct outline and they would be laid out with stating the main purpose giving enough information explanation in the body to fulfill the purpose and then ending with a Goodwill ending of some sort that is applicable to the purpose and in doing that you should fulfill the criteria for an effective message again going back to a clear uh clear purpose a complete message where all the information is there that the audience will need to react to the message making sure the message is CR all the information is correct and concise that comes from your proofreading conjecture thinking about chapter 7 and then the ending the Goodwill um and if you you do all those things that clear purpose complete information correct and concise it's going to save the audience this time and further Bill Goodwill which are the last two criteria there so let's take a minute and look at some examples but before we do that um you want to be reminded we want to always make sure that we adapt our message to the audience so this is a review of what we talked about in chapters five and six so you're writing from that receiver's point of view that you attitude obviously ethical and responsible communication we're always working to build Good Will and then the the last four bullets are some of the ones that the highlights of the ones that we talked about in chapter six making your writing more effective you know contemporary conversational language um simple informal words like you speak not you know using large words that that are not part of your conversation obviously positive and tactful and again writing concisely so I believe I've got a couple of examples here um in thinking about uh adapting to the audience thinking about effective techniques these are three different versions for starting uh a message so this would be um the first the direct outline this would be the opening paragraph stating the purpose take a minute and look at these you might want to pause the video so you can read them um but in your mind which one would you choose okay um what would be the best opening based on um making a u attitude effective writing and so forth would be version one okay and the reason it would be version one is it best reflects the U attitude and effective writing it is specific your employee of the month or World award proposal reflects value for the company and our employees so that we can consider the feasibility of the idea please provide a few more details and then you would go into the body with the details now why version one over version two very similar but version one is an exam a good example of writing with a good you attitude from that receiver's point of view version two is totally from The Writer's point of view so that's why version one is better than version two and then version three uses all those things that you don't want to use uh in close please fine that's that outdated expression um win-win situation that's that cliche you want to avoid and so forth so it just doesn't Encompass the um the correct and effective writing techniques so again take a minute to look at them look at the difference between version one and version two they're very similar but version one would be the more effective opening because it best reflects that you attitude and better effective writing techniques another one okay uh ending the message so again think about when you're ending a direct message that Goodwill building Goodwill restating the purpose thinking future oriented there's several different ways you could do it but the key is um and again reflecting those effective writing techniques so look at the the examples there okay and can I think about 21 but for this example version 2 would be the best ending again reflecting a better you attitude it's it has a specific date so you know again so we're ending thank you for providing the proposal that may enable our company to provide a much deserved reward completing your revisions by this Friday so you're given a date will ensure that the proposal will be addressed at the upcoming board of directors meetings so again it reflects that you attitude um version one versus version two version one is all totally from The Writer's point I am pleased that you submitted and look forward to the revised version to the board of directors at their next meeting and again it lacks a due date it lacks uh specifics and so forth and then again version three is um what you don't want to do you know a more detailed analysis we've already talked about as soon as possible that that could mean anything so you want the one that reflects that best you attitude which is version two right so make sure you're looking at these examples there's lots of examples going to be presented in this in this lecture in PowerPoint along with the textbook examples and that's you want to start working on and making your writing uh look and see and use these effective techniques so there's lots of routine positive type messages we're going to be writing writing a few of these um you know obviously assuming you know positive news routine requests routine request means that somebody's okay with it you're not gonna have to um try to try to make them understand or be interested so a routine would be direct okay you know any type of order acknowledgments writing instructions asking for recommendations anything like that and I apologize that the boxes aren't big enough I will fix that but um these are all just routine messages that will use that direct outline strategy for writing those messages and we'll be writing several of these as we go through also have some examples okay um here's just an example of an announcement I guess going back here this would be kind of a positive news message I think an announcement and it is um it announces the dress approval policy a casual dress policy has been approved and will be effective July 1. okay there's your purpose um then they kind of give a little bit of information about it this is what you need this is what's considered uh dressy casual or dressy casual so these are things you want to want to do this is what you're not supposed to do and then please visit HR for the complete casual policy and illustrations if you have questions as you begin changing your wardrobe please call me at extension 59. um I'm going to go ahead and address this I do have it later on in the PowerPoint but I'm going address it right now notice it says if you have questions as you begin changing in your wardrobe please call me it just doesn't say if you have questions okay one of the things you never want to do is just to end a message with if you have questions please call me please email me whatever you know whatever it's open-ended and what it does is it keeps that um it allows the receiver to keep that communication going when it should have ended so again if you want them to contact you be specific on what they should contact you not just if you have questions so you do want to avoid that kind of open-ended ending where they could just keep contacting about stuff you want to have this is kind of future oriented you know changing in your wardrobe I'm going to help you know you're going from here now we're going from here if you have questions let me help you with that so keep that in mind in in ending not having that open-ended where the communication can keep going oh so here's a good good example in addition to what's in your textbook all right here's just some strategies um again having you look at some of the some of the the bad ways that we want to avoid using the more effective techniques okay and again this is more you attitude that's what we're looking at so instead of I am pleased to inform you just say task important Pharmaceuticals has accepted your bid to provide public speaking and presentation training to the sales staff very straight to the point you get the purpose and then they can go on with the details okay here's just something about the details being very specific again you want to be you want to have necessary details and explanation you don't want to leave anything out so you know you can you can look over this this example you know they talked about the salary who they're going to meet with when they start and so forth these are just examples and then again here's one um this is just thinking about instead of being negative think about positive so instead of no longer carrying this line of sweatshirts what is replacing it the new Olympic line has replaced sports scores sports girls sweaters that you ask about Olympic features wider range of colors and so forth so you're letting them know even though that might even something you loved and whatever that's been replaced you just tell them it's no longer there that that's negative but giving them that option so these are all good examples to help you see the better way and to apply these effective techniques all right um this is what I was just talking about uh ending that message with with the different things you can do again a think you may be sufficient you've got to go back to the purpose and what you're wanting your audience to do if you do ask for Action you need to clarify just like in the one example we need your revision by Friday so that it can go to the board of board of directors okay um again how will it benefit the audience that goes back to that being received Center all right we've already talked about Goodwill for and future oriented and of course we just had that example of if you have questions give me a call give me an email you do not want to end with that because it keeps it open if you do want them to call you or email you about something be specific about what it is not just open-ended um here's that strategy think about uh if you are wanting specific information or a specific uh action again you start out with um what you want them to do why you're making the requests again if you're making a requests and asking to do something how is it going to benefit them and they'll be most more um likely and easier to fulfill your your request okay and then again while you're making it and why it's in the reader's reader's interest so these are strategies you want to implement in requesting information and we're going to have some examples of the different types of messages as we go through for a recommendation all right um you all might have had to ask somebody for a recommendation already maybe you apply for a scholarship or something um but then of course when you get into the job market and you're doing that you'll need you know bad so again here's kind of that using that direct approach she would come right out in your first paragraph and ask for the recommendation and what you need it for all right giving up information then in your body you know maybe include things you want that person to include in your recommendation or provide them with some details that would help them write that recommendation and they'll always you know when do you need it how does it need to be delivered you know and obviously Express appreciation thank you in doing that okay um another one another type of message we talked about there's some that just Foster Goodwill uh pretty much group them into congratulations appreciations and then condolences condolences are sad but that does show empathy and sympathy and good and good will so it is it is considered a routine positive message um again what makes especially congratulations and appreciation is being specific about what that that person that you're writing about does I think I have a couple couple of examples um yeah there's there's benefits of those written appreciation messages uh you know again not not everybody's going to write an appreciation message so having something to take the time means a lot to that person's fostering those relationships a tangible evidence to show that they did a good job all right and I don't know maybe their sentimental and we'll save it so there are some benefits to that um obviously you want to say thank you in a timely manner it goes back to etiquette we talked a little bit about etiquette in chapter four and again although there is not a time limit on saying thank you you can always you know apologize for being so late but it is better to do it timely yeah obviously genuine um don't ex especially with an appreciation where you're recognizing something that they did or congratulations even don't exaggerate be be sincere be honest about the achievement okay um and also you know if you're writing it and you're not that in that person's employer or supervisor if it's at work you definitely would want to send a copy so that that employer would know a supervisor would know you that you made a special indication of this person here's a good example okay uh again appreciation outstanding work very specific for what they did completing the ropes course at Camp Horizon here was information about how they did that your facilitators are masterful of course provided diverse Series so forth identifying real leaders in our office was quite interesting so they're you know they're thinking someone for a weekend leadership camp in the words of one colleague the Rope supports has shown me I can do more than I have come to expect myself thank you for helping us see your see see our potential so again it's specific appreciative detailed enough that it shows that they know what what's going on so um apologies and apologies some quite quickly you have to apologize a lot of people do it face to face sometimes you have to do it in writing the key thing for the apologies you only have to apologize once State the apology don't keep saying oh I apologize again I'm so sorry ending I'm so sorry again in your beginning because it's a routine direct message State the apology at the beginning give the brief reasons General statements about why maybe how you're going to fix the mistake might be included depending on the purpose in the audience okay so again you know um that action from reoccurring but it is going to depend on that but the key point is you don't have to keep saying it over and over and often I've seen apologies and they stated at the beginning it's in the middle it's in the end and it just needs to be at one time follow that direct outline here's here's going to get again um an example missing yesterday's meeting unfortunately my plane had my plane didn't arrive on schedule they were traveling not getting there report on tax considerations is ready let me know if you plan to include in next week's agenda so he's apologizing from us in a meeting and not having something turned in on time so um but authors like you said offers up to make up so good examples short doesn't have to put a lot of detail into it just this is what happens this is why I've got it fixed all right um I do want to talk just a minute about claim letters and um requests for adjustment and a claim letter is when there is something wrong and you are having to to write to a business to fix it so whether the the problem is with through the actual company the customers at fault or even like a third party um third party would be an example you order something from Amazon while you pay Amazon you ordered it on Amazon it's shipped and handled through another party and they mess up the shipping or whatever then you have to go through them so that's that's the most common example I can I can give you there's lots of third-party examples in once you get into uh your professional communication but that's when we can all all do it so you have to think about when you're granting those claims who's at fault all right obviously if it's a customer writing to a company they'll take care of it pretty quickly but you've got to be careful with that if the thought of the customer from that company standpoint depending on the purpose and and everything you've got to maintain that Goodwill and and not um like we talked about in chapter um I think it's Chapman chapter six you want to use techniques that while it is the customer's fault you're not blaming that customer and then the same thing with the third party you've got to make sure that they are um that you're getting all the information to them to fix that so I've got a couple of examples well not quite I think I think it'll just kind of went over all that but again in a claim the big thing is you want to you know know you've got the claim uh this is from the customer standpoint you know sympathize with frustration try to fix it as best as you can explain how you plan to fix it and maintain that good working relationship with that customer okay and then if necessary follow up on any responses that you need to so um a couple of things you can do and the customers that bought you can actually refuse it for granted if you refuse it you know what do you what are you thinking about um that is it going to cost the company to make an adjustment are they going to lose business all right um if they Grant the claim would they have to discourage future claims in other words is this a problem customer that just complains about everything and of course avoid being condescending so these are all things to think about when you're building that that message all right in these next two examples I've got one that does not work and then the next in our show does work and these are two good of examples of audience analysis and how to react to a problem so in this case what the problem is is you have a contractor building um apartments and there's a specific specification on a water heater and the um the Builder isn't the building the Builder has got it messed up the the person building the um the person that's in charge of the I guess the uh we're not using the right term I'm sorry the person that is in charge of overseeing the building realizes there's a mistake and is letting the construction Crews know that but if you notice down here in the last paragraph This is where they do the purpose I request that the two 30 gallon units be removed and that 50 gallon water heaters be installed now they've given you know good information up here they started out with Goodwill all right but in this case it does not follow the direct outline and it doesn't follow audience analysis somebody that's working in a construction industry if they did something wrong they just want to know what it is how to fix it and move on so having all this kind of nice stuff in it and then not even having the purpose till the end this is not a good example this is a good example again audience analysis all right so start right out replace the two 30 gallon heaters with 50 gallon units that's what you got to do why large units are essential uh for families and children for that reason the contract specifies 50 gallon heater for each of the 12 apartments in the Goodwill the project appears to be well ahead of schedule thanks for your efforts all right so again um you've got to look at your audience some may need a little more some may need a little less okay but you definitely routine positive direct you want to follow the outline purpose purpose details Goodwill ending to to fulfill the purpose this one really didn't need a follow-up replace it obviously if he goes in and they're not replaced but um you know the sender the the receiver the message doesn't need to follow up on anything other than just replace the units a couple more examples all right here's another one uh where a customer is it fault all right and something this is a good example again um I'm recognizing what was wrong recognizing that they sent a climb in and then they've kind of already said your six-month warranty expired they give them details about how they can get things fixed okay a little more details about uh where they're located and how they can you know how how because they're in Florida they might want to go to the the bigger model because it protects the wheels from sand and dirt in in their skate outdoor skates and then we love to hear from skaters so keep in touch all of our skaters wish you good times and miles of healthy skating so there's your Goodwill ending helping you enjoy you know uh the next thing so so again look over look over these examples and and why they work so you're not really blaming the customer but it's kind of like hey you're living in Florida sanding dirt that lesser model doesn't hold up as well so you've done it in a way to encourage them to buy the the more advanced or sturdier model all right um again here's just some things to consider we talked about that third party that fall obviously you evaluate and review the policies um you want to focus on the solution not the blame and again regardless of who is responsible you want to let the customer know you know how to have a problem this would be the business working with that third party trying to get it to get it fixed and the key thing there is to focus on the solution not placing blame all right um making claims requesting adjustments here's an example of um this is another example of a claim letter or a comparison of a utility bills of neighboring businesses suggest that the utility meter in our store may not be accurate please send the technician check it out so they're wanting some type of Bill adjustment in that way okay so they provided some backup information requested specific action again the key thing is being specific in what you want providing enough details but not ever details not things that they don't need and I didn't realize that that ends us so um let me go back to the beginning here screen sharing again so let me go back and screen share okay so what we're focusing on is uh lots of examples in this video as well as in the textbook to help avoid these problems we are focusing on um using the direct outline strategy to present our message and again start with the opening the purpose given up detailed explanation so that the audience can react and then provide a Goodwill ending there's lots of several different options for you to to do that and you want to make sure you're meeting those written criterias that you do have that clear purpose complete information is there everything is correct and concise only the necessary information is there and then if you meet those three you are going to save the reader's time and you are going to build Good Will so that's what we're focusing on so we'll be working let me go over here we'll be working um during this content area uh with chapter nine and also with chapter 10 in focusing on writing a variety of messages so for chapter nine we're going to look at a variety of routine type messages using different mediums mainly developing an email message but I do plan to have you write an old-fashioned letter so that you will know how to correctly format that and that ends us for chapter nine