Modules 11 & 12

Module 11: Negative Massages
In module 11, how to properly write negative messages was the topic. The primary purposes for negative messages are to give the reader bad news, to have the reader read, understand, and accept the message, and to maintain as much goodwill as possible. The secondary purposes are to build a good image of the writer and the writer's organization, and to reduce or eliminate future correspondence on the same subject so the message doesn't create more work for the writer. Negative subject lines should only be used if you think the reader may ignore the message. The organization of a letter that delivers a negative message to customers or other people outside your organization should start with the reason, then refusal, then the alternative, and finally end with a goodwill ending. Letters that deliver bad news to superiors should start with the shared problem, then the details, then the alternatives, then finally a request for action. The most common kind of negative messages are rejections and refusals, disciplinary notices and negative performance appraisals, and layoffs and firings.
Module 12: Persuasive Messages
Modules 12 shows how to successfully write persuasive messages. Persuasive messages are used to have the reader react to the information provided in the letter. Direct request patterns are used when a response is needed from people willing to act. Problem-solving patterns are used when action is needed from everyone. The organization for a direct request should start with the request for action, then the details, followed by the request for action again. The organization for problem-solving persuasive messages should start with the shared problem, then the details, then solution, followed by the negatives, reader benefits, and finally the request for action. Other techniques for making the message more persuasive is to build credibility and emotional appeal. This can be done by using the right tone and reasons for the reader to act promptly. The common kinds or persuasive messages are orders, collection letters, performance appraisals, and letters of recommendation.