PPT Module 7 Positive Emphasis Mc GrawHillIrwin 2007

7 -1 Positive Emphasis ¨To learn how to § Continue building goodwill. § Emphasize

7 -2 Positive Emphasis Start by answering these questions: § How do I create

7 -3 Some Negatives Are Necessary ¨To build credibility when giving bad news. ¨To

7 -4 Some Negatives Are Necessary continued ¨To deliver a rebuke with no alternative.

7 -5 To Create Positive Emphasis ¨Avoid negative words. ¨Focus on what the reader

7 -6 To Create Positive Emphasis continued ¨Omit unimportant negatives. ¨Put the negative in

7 -7 Some Common Negative Words ¨ Afraid ¨ Bad ¨ Careless ¨ Delay

7 -8 Positive Emphasis Examples ¨ Lacking: We have failed to take inventory. ¨

7 -9 Positive Emphasis Examples continued ¨ Lacking: Now Crispy Crunch tastes better. ¨

7 -10 Tone and Politeness ¨Both are issues of power. ¨Tone is the implied

7 -11 To Achieve Good Tone ¨Use courtesy titles for people outside the organization

7 -12 Apologizing ¨If you must, apologize § Early. § Briefly. § Sincerely. ¨Be

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7 -1 Positive Emphasis ¨To learn how to § Continue building goodwill. § Emphasize the positive. § Use positive emphasis ethically. § Begin to choose an appropriate tone.

7 -2 Positive Emphasis Start by answering these questions: § How do I create positive emphasis? § What’s the best way to apologize? § Why do I need to think about tone, politeness, and power?

7 -3 Some Negatives Are Necessary ¨To build credibility when giving bad news. ¨To help people to take a problem seriously.

7 -4 Some Negatives Are Necessary continued ¨To deliver a rebuke with no alternative. ¨To create a “reverse psychology” to make people look favorably at your product or service.

7 -5 To Create Positive Emphasis ¨Avoid negative words. ¨Focus on what the reader can do. ¨Justify a negative— give a reason or link it to a reader benefit.

7 -6 To Create Positive Emphasis continued ¨Omit unimportant negatives. ¨Put the negative in the middle and present it compactly.

7 -7 Some Common Negative 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 -8 Positive Emphasis 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 -9 Positive Emphasis Examples 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 do not have to renew your policy. ¨ Better: Omit the sentence.

7 -10 Tone and 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 -11 To Achieve Good 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 -12 Apologizing ¨If you must, apologize § Early. § Briefly. § Sincerely. ¨Be aware that apologies have legal implications.