Module 10 - Informative and Positive Messages
1. Tell the reader what you’re sending.
2. Summarize your main point(s).
3. Indicate any special circumstances or information that would
help the reader understand the document.
4. Tell the reader what will happen next.
Confirmations: As the name implies, confirmations simply confirm information from oral
conversations. Sending a confirmation—through e-mail especially—is good, both to confirm a
conversation and to create a written record. Start the message by indicating that it is a
confirmation, not a new message. Indicate information discussed. Use Appendix 10-B and
Appendix 10-C to show a sample confirmation message.
Summaries: These can include conversations, documents, and
meetings. For internal use for a conversation, identify the people
present, the topic of discussion, decisions made, and who does what
next. To summarize a document, start with the main point, give
supporting evidence and details, evaluate the document, and identify
actions that your organization should take (PP 10-17).
Adjustments and Responses to Complaints: Responding to customer complaints can help
improve the likelihood of repeat business. As with many messages, you-attitude is important.
Students should avoid focusing on their company’s processes for deciding whether to make an
adjustment. When you grant a customer’s request for an adjusted price, discount, replacement,
or other benefit to resolve a complaint, do so in the very first sentence. Don’t talk about your
own process in making a decision, nor say anything that sounds grudging.
Teaching Tip: Students should review Module 6 for information on you-attitude.
Thank-You Notes: Sending a thank-you note helps builds goodwill, especially in situations
where you have requested something of an individual or organization, such as a job interview.
Put the good news up front, use specifics, and keep the message short.
Teaching Tip: Have students return to this section of the module when reviewing job
hunt strategies in Unit 7.
Appendix 10-A shows a checklist for writing informative/positive messages.
How can I apply what I’ve learned in this module? LO 10-5
Plan your activities and answer the PAIBOC questions.
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