Business communication building critical skill 3rd by locker module 7

PPT PPT Module Module 77 Positive PositiveEmphasis Emphasis McGraw-Hill/Irwin ©2007, The McGraw-Hill Companies, All Rights 7-2 Positive Positive Emphasis Emphasis ♦To learn how to  Continue building goodwill  Emphasize the positive  Use positive emphasis ethically  Begin to choose an appropriate tone 7-3 Positive Positive Emphasis Emphasis Start by answering these questions:  How I create positive emphasis?  What’s the best way to apologize?  Why I need to think about tone, politeness, and power? 7-4 Some Some Negatives Negatives Are Are Necessary Necessary ♦To build credibility when giving bad news ♦To help people to take a problem seriously 7-5 Some Some Negatives Negatives Are Are Necessary Necessary continued continued ♦To deliver a rebuke with no alternative ♦To create a “reverse psychology” to make people look favorably at your product or service 7-6 To To Create Create Positive Positive Emphasis Emphasis ♦Avoid negative words ♦Focus on what the reader can ♦Justify a negative— give a reason or link it to a reader benefit 7-7 To To Create Create Positive Positive Emphasis Emphasis continued continued ♦Omit unimportant negatives ♦Put the negative in the middle and present it compactly 7-8 Some Some Common Common Negative Negative Words Words ♦ Afraid ♦ Bad ♦ Careless ♦ Delay ♦ Delinquent ♦ Deny ♦ Difficulty ♦ Error ♦ Fail ♦ Fault ♦ Loss ♦ Misfortune ♦ Mistake ♦ Neglect ♦ Never ♦ No ♦ Problem ♦ Reject ♦ Sorry ♦ Terrible ♦ Trivial ♦ Wrong ♦ Unfair ♦ Unfortunate 7-9 Positive Positive Emphasis Emphasis Examples Examples ♦ Lacking: We have failed to take inventory ♦ Better: We will be finished taking inventory Friday ♦ Lacking: This exercycle is not guaranteed for life ♦ Better: This exercycle is guaranteed for 10 years 7-10 Positive Positive Emphasis Emphasis Examples Examples continued continued ♦ Lacking: Now Crispy Crunch tastes better ♦ Better: Now Crispy Crunch tastes even better ♦ Lacking: If you are not satisfied with Interstate Fidelity Insurance, you not have to renew your policy ♦ Better: Omit the sentence 7-11 Tone Tone and and Politeness Politeness ♦Both are issues of power ♦Tone is the implied attitude of the writer toward the reader ♦Don’t use the same tone with a superior as with a peer or subordinate 7-12 To To Achieve Achieve Good Good Tone Tone ♦Use courtesy titles for people outside the organization you don’t know very well ♦Be aware of the power implications of words ♦When you must give bad news, consider hedging your statement 7-13 Apologizing Apologizing ♦If you must, apologize  Early  Briefly  Sincerely ♦Be aware that apologies have legal implications  .. .7- 2 Positive Positive Emphasis Emphasis ♦To learn how to  Continue building goodwill  Emphasize the positive  Use positive emphasis ethically  Begin to choose an appropriate tone 7- 3... service 7- 6 To To Create Create Positive Positive Emphasis Emphasis ♦Avoid negative words ♦Focus on what the reader can ♦Justify a negative— give a reason or link it to a reader benefit 7- 7 To... Emphasis Emphasis Start by answering these questions:  How I create positive emphasis?  What’s the best way to apologize?  Why I need to think about tone, politeness, and power? 7- 4 Some Some Negatives