Communication is central to getting things done at work. There’s no doubt that routine email messages are the mainstay of information-sharing in the workplace, although business communication is also handled through text messages and in-person meetings. Campaign Monitor reports that most employees receive an average of 121 emails each day. Some emails follow routine spoken messages as a way to solidify what was shared. Others may serve as a virtual pat on the back or a message that insists on improved work performance.
Sharing Routine Information
The most common message sent in the workplace focuses on sharing basic information. Sharing passive information or an action request falls under this category. You may also send an instructional email that provides details about a new assignment or a policy change in the organization. The format that you use for routine informational emails can affect how your employees digest the content of the message. Consider this example of a routine message example for sharing information:
Opening:
Good Morning. Find attached to this email our new policy on employee overtime. Please review it in detail, so that you’re aware of the changes to our current policies and procedures.
Body:
We developed this policy to provide clarification about the approval process for overtime and the limit on additional compensation for each employee. This policy is active immediately.
Closing:
If you have any questions about this new policy, please talk to your supervisor or contact human resources. It is our goal to have transparent communication about all of our policies and procedures.
Sharing Bad News
Bad news comes in many forms, but most organizational leaders manage this type of message at some point. If you have to deliver a negative message to an employee or an entire workforce, consider your audience and the most effective way to share the information. If you’re providing performance feedback or terminating an employee, meet in a private office.
The Society for Human Resource Management emphasizes the importance of being direct with your message. You may feel inclined to skirt the issue, but open and transparent communication is the best course of action for a negative message. Resist the urge to pad a negative message with something positive. You may cloud the issue if you use filler to soften your approach.
Persuasive Messages Are Compelling
Even if you aren’t in sales, the art of persuasion is critical in business communication. You may convey a persuasive message in an email, letter or meeting. Routine communication examples that are persuasive include budget proposals, sales pitches, marketing plans, client acquisition and new project initiatives. Important topics that you should cover in a persuasive message include:
- Be creative with your opening statement.
- Build interest in the body of your argument.
- Provide convincing facts about your proposal.
- Include testimonials or reviews.
- Review the benefits.
- Provide an action-oriented closing message.
Feel-Good Messages Make a Difference
Sending a positive message to an employee or colleague is satisfying. Messages of this nature should be clear and to the point. A brief, often spontaneous message of encouragement builds morale and encourages hard work and loyalty. If you’re sending a routine email that recognizes a job well done, it should include the following:
- A specific description of the purpose of the message
- A rationale for why the work was important
- A closing statement that encourages continued excellence
It’s important to focus on the recipient of this message. You also want to point out the behavior that you are commending with an empowering tone. Finally, keep the message short and authentic in tone.
Excellence in Business Comm., 10e (Thill)
Chapter 8 Writing Routine and Positive Messages
1) When making a routine request, you should begin with
A) an indication of the importance of your request.
B) a statement of who you are.
C) a clear statement of the main idea or request.
D) a question.
E) a humorous comment.
Answer: C
2) When making a routine request, you should
A) use the inductive plan.
B) assume that the audience will comply.
C) demand immediate action.
D) explain the consequences of failing to comply.
E) assume that the audience will not comply.
Answer: B
3) Which of the following would be the best opening for a routine request?
A) Please send me a summary of last month's east region sales data.
B) As soon as you get this, send me last month's sales data.
C) I know you may not want to, but send me last month's sales data.
D) I am very sorry to ask you to do this.
E) Hopefully, this will not be too much trouble for you.
Answer: A
4) In the body of a routine request, you should
A) beg the reader to grant your request.
B) explain and justify your request.
C) give your sales pitch.
D) explain what will happen if the audience does not do what you are asking.
E) state your main idea.
Answer: B
5) When asking multiple questions in a request message
A) begin with the least important question and work your way up to the most important.
B) avoid any open-ended questions.
C) begin with the most important question.
D) weave your questions into the rest of the content of your message.
E) combine as many questions as possible into one.
Answer: C
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