BU208 Lecture Notes - Lecture 9: Crimethinc. Publications
Document Summary
Confirmations should be brief and clear about what oral information is being confirmed. As we discussed on the phone today . Attached is the meeting schedule we discussed earlier today . When writing a summary (of meetings or dialogues) include: The best way to lose a customer, ignore a complaint. Adjustments and responses to complaints are necessary documents. Meant to build respect and good feelings. Negative or (cid:498)bad news(cid:499) messages contain information that costs the reader: Stressing benefits might make the reader sound selfish. We must carefully plan and present how the bad news is delivered. To have the reader read, understand, and accept the message. To assure readers that they have been taken seriously. To assure readers that your decision is fair and reasonable. If the readers were in your shoes, they would make the same decision. Requests that may seem bothersome, insulting, or intrusive. How you organize your messages depends on the audience.
