Response: Modules 11 and 12

            According to Module 11, negative messages are part of the business life, so the way we write them can affect our image, and how our readers respond to them. In negative messages, our audience needs to see that the matter is been taken seriously, and that the reasons behind the bad news are fair. The organization of negative messages will depend on the audience and purpose. If we are giving bad news to customers or people outside the company, the following pattern can be useful: give the reason, give the negative just once and make it clear, show or suggest alternatives, and end with a positive statement. If we are giving bad news to superiors, we can use the following organization: share the problem, offer the details, present the possible solutions, recommend a solution, and ask for action at the end. If the message is for peers or subordinates we can share the problem, present the alternatives, and request input or action.

            The lecture offers interesting information about the legal implications that our writing and oral communication can have on our company. It suggests writing what we really mean, because the reasons we give in support of a decision can be used in court and governmental investigations.

            According to Module 12, today’s businesses depend on persuasion more than ever to get quality work done. Since persuasive messages want the reader to act, the information we provide has to be complete and overcome any possible objection the reader may have. Therefore, depending on the situation and the resistance we may expect from the reader, we can use different strategies. There are four strategies: direct request, problem-solving persuasion, sales, and reward and punishment. We can use direct request when we expect rapid agreement from the reader. We can organize the message the following way: we first request the action and then we give the readers all the information they need to act on the request. Finally, we ask for the action we want. On the other hand, when we expect resistance from our audience, we can use problem-solving messages. In this case, we describe the problem, give details, explain the solutions, show the negatives, add benefits, and ask for the action we want at the end.

Probably the most difficult task in persuasive messages is to overcome objections. I find useful the strategies offered in the lecture. For instance, we can specify how much time and money is required for a project because it may not be as much as the readers believe. We could also show that a specific action is necessary to achieve a more important goal or turn a disadvantage into an opportunity.

Another suggestion from the lecture that I also find useful is to be aware of corporate culture. A way to learn how to write in our organization is by imitating and observing how the documents are written by our co-workers, and listening to the feedback from bosses and peers.