Use of verbal and nonverbal communication in the workplace

Question

Instructions

Writing Routine, Positive, Negative and Persuasive Messages

Letters are the preferred method for delivering a message outside of the organization. There are a few things to consider when deciding whether or not sending a business letter is the correct course of action. In most organizations communication is done through messaging. There are a few different types of messages, first being a request message. When creating a request, message be sure to start with an opening that puts the big idea first, ask the most important question in the beginning. Next explain the request logically and courteously in the body. In closing request, specific information and an end day along with your appreciation. When responding to a request email you should use a similar format. Start with a subject line that summarizes the main information. Open by directly responding to the request with a summary statement. The body of your message should provide additional information and details in a readable format. Lastly add a concluding remark, summary and offer further assistance. When responding to customers be sure to be positive, transparent, honest, timely and helpful. Instruction messages start with a subject line that summarizes the content of the message. In the opening expand the subject line by stating the main idea concisely in a full sentence. The body of your message is where you will present instructions in steps in order in which they are to be carried out. Arrange the items vertically with numbers. Begin each step with an action verb using the imperative mood.  When closing request, a specific action, summarize the message, and present a closing thought, include a deadline and a reason. Make sure to provide clear explanations and watch your tone.

Direct claims and complaint messages should start with an opening that describes clearly the desired action. Explain the claim in the body, tell why it is justified, provide details describing the desired actions. End the message pleasantly with a goodwill statement that includes the end date and action request. Be sure to watch that you are not posting out of anger or using public criticism because it can cost you, be responsible. Adjustment messages is a favorable response to a claim. When writing an adjustment, message identify the previous correspondence and refer to the main topic. Grant the request or announce the adjustment immediately in the opening. Provide details in the body about how you are complying with the request. Try to regain the customer’s confidence and apologize but do not admit negligence. In your closing, end positively with a forward-looking thought, express confidence about future business relations and include a sales promotion. Goodwill messages should be selfless, specific, sincere, spontaneous and short. They can be used to express thanks or sympathy. Though email is acceptable hand written or printed notes show more effort and would be more appreciated.

Negative Messages

Negative messages must be handled with care. Ensure the receiver knows the reason for the rejection, feels that the news was revealed sensitively, and believes that the matter was treated seriously and fairly. You can achieve this by explaining clearly and completely, projecting a professional image, conveying empathy and sensitivity, being fair and maintaining a friendly relationship. You may relay the news using a direct or indirect strategy.

Positive Messages

Positive messages include messages where the audience is expected to react in a neutral to positive manner. Positive messages tend to consist of routine or good news. These messages might be items such as congratulations, confirmations, directions, simple credit requests, or credit approvals. Also included in this category might be denials that are somewhat routine or expected. This could be something like a parking lot closure that inconveniences employees, but in a minor way. As strange as this sounds, sympathy messages are in this category as well. Sympathy messages are routine since they will not be a surprise to the receiver.

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Week 7 & 8  Regular Assignment

In this course, you will learn how to plan, develop, and deliver a message in the workplace as well as the importance choosing the appropriate tone for your message. For this assignment, please create a memo to be shared on a company intranet explaining the use of verbal or non-verbal communication in the workplace.

Your memo should be between 250-500 words, and should have a positive, negative, or persuasive tone. The tone, formatting, and business language of your memo should be appropriate for your approach to the topic.

Sources

You must provide at least one valid source for the information in your memo and incorporate at least one image. Be sure to list your source(s) at the end of the memo or in a reference page using APA format. If you're unsure about how to use APA format to cite your sources, use Purdue Owl or APA 6th edition manual.