Building good will-Tone, power and politeness

Respects the reader’s intelligence.
Protects the reader’s ego.
Level 2 Starter B (入门级B)
Key Language
You-Attitude
To apply you-attitude, use the following five techniques:
When the stakes are low, be straightforward.
When you must give bad news, consider hedging your statement.
When you give bad news to your supervisor, display selfconfidence and competency while respecting and being sensitive to your supervisor.
• Show readers how the subject of your message affects them.
• Put information readers are most interested in first. • Arrange information to meet reader’s needs, not yours. • Using headings and lists so readers can find key points quickly.
Level 2 Starter B (入门级B)
Key Language
You-Attitude
How to create you-attitude:
Looks at things from the reader’s point of view.
YouAttitude
Emphasizes what the reader wants to know.
Level 2 Starter B (入门级B)
Reading
Below are seven ways to create goodwill .
• Be complete. • Anticipate and answer readers’ questions. • When you include information the reader didn’t ask for, show why it is important.
Level 2 Starter B (入门级B)
Overview
In this class, we are going to…
• learn create you-attitude. • Learn create positive emphasis.
• Learn improve tone in business communications.
4. In positive situations, use “you” more often than “I.” Use “we” when it includes the reader.
5. In negative situations, avoid the word you. Protect the reader’s ego. Use passive verbs and impersonal expressions to avoid assigning blame.
Building good will-Tone, power and politeness
Business writing 08.
Level 2 Starter B (入门级B)
Warmer
What does the following sentence mean?
“You-attitude and goodwill involve showing your audience that you understand and care about their needs, concerns, and problems.” ----Karma Capitalism
Level 2 Starter B (入门级B)
Summary
Before you go…
• What are five ways to create you-attitude ? • What are five ways to create positive emphasis ? • How can you improve the tone of business messages ?
• Justify negative information by giving a reason or linking it to an audience benefit.
• If the negative is truly unimportant, omit it.
•Put the negative information in the middle and present it compactly.
1.Talk about the reader, not about yourself.
2. Refer to the reader’s request or order specifically.
Байду номын сангаас
3. Don’t talk about feelings except to congratulate or offer sympathy.
Level 2 Starter B (入门级B)
Reading
Positive Emphasis
• Avoid negative words and words with negative connotations.
How to create positive emphasis:
• Focus on what the audience can do rather than on limitations.
Level 2 Starter B (入门级B)
Level 2 Starter B (入门级B)
Task
Suppose you’ve worked at a store that sells fine jewelry. In orientation, the manager tells you that the store photographs jewelry it sells or appraises and mails the photo as a goodwill gesture after the transaction. However, when you see the form letter, you know that it doesn’t build much goodwill – and you say so, The manager says, “well , Suppose you rewrite it.”Rewrite the letter that would help build goodwill.
Level 2 Starter B (入门级B)
Reading
Tone, power, and politeness
Use courtesy titles for people outside your organization whom you don’t know.
Be aware of the power implications of the words you use.