session 8 courtesy considerateness. courtesy courtesy is making the other person feel important. be...
TRANSCRIPT
![Page 1: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/1.jpg)
Session 8
CourtesyConsiderateness
![Page 2: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/2.jpg)
Courtesy
![Page 3: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/3.jpg)
Courtesy
Courtesy is making the other person feel important.Be honest but tactful.
Your letter is not clear at all; I can’t understand it.
Murphy and Hildebrandt, Effective Business Communications.
![Page 4: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/4.jpg)
Courtesy
Prefer expressions that are pleasant or courteous. Avoid expressions that might offend the reader.
You are delinquent.
Murphy and Hildebrandt, Effective Business Communications.
![Page 5: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/5.jpg)
Courtesy
Grant and apologize good-naturedly.
Your order for a customized driver’s seat means that we will have to work overtime and design the seat from scratch. But we’ll do it anyway because you are a valued customer.
![Page 6: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/6.jpg)
Learn the Art of Refusing
Sequence ideas so that the positive are highlighted first.Start with a common point of agreement.Empathize with the recipient. Imagine how you would feel if you were to receive the letter or memo that you’re writing.
![Page 7: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/7.jpg)
Focus on the rationale of “no.” Show the benefits of this to the receiver.
Indicate what you have done, what you can do, what you are doing, and what you will do.
![Page 8: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/8.jpg)
Softening a Negative Message
State what you can do instead of what you cannot do.
We cannot set up a meeting before May 15.
![Page 9: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/9.jpg)
Replace words that carry strong negative connotations.
If you have any problem, please call me.
You sent the wrong form.
![Page 10: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/10.jpg)
Negative Words to Avoid
AfraidAnxiousBadDelinquentIgnorantImpossibleNeverNo
ProblemRejectTerribleUnfairUnpleasantUnreliableUnsure
![Page 11: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/11.jpg)
Words to use with caution
briberycalamitydiscriminationexorbitantgulliblehigh-pressure tacticsincompetent
insanelazysenilesuspiciousunbelievableunfairunheard of
![Page 12: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/12.jpg)
Letters of ComplaintPut it in writing courteously.
Make your letter or memo simple and firm.
ProblemCostSolution
State the facts.Assume goodwill on the part of the organization.
![Page 13: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/13.jpg)
Responding to Letters of Complaint
Acknowledge.Explain.Apologize and reassure.
![Page 14: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/14.jpg)
Considerateness
![Page 15: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/15.jpg)
ConsideratenessConsiderateness is being human.Prepare every message with the recipient in mind.Put yourself in his or her place.Foster a YOU attitude.
EmpathyHuman touchUnderstanding human nature
![Page 16: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/16.jpg)
The You AttitudeEffective writers make the audience believe that the most important person in their correspondence - in their business relationship - is "you," the reader.
http://emedia.leeward.hawaii.edu/hurley/eng209w/ principles/youattitude/youattitude.htm#etiq
![Page 17: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/17.jpg)
The You Attitude is a style of writing that:
Looks at things from the reader’s point of view;Shows reader benefit and emphasizes what the reader wants to know;Focuses on the positive; Protects the reader's ego;
http://emedia.leeward.hawaii.edu/hurley/eng209w/ principles/youattitude/youattitude.htm#etiq
![Page 18: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/18.jpg)
Expresses appreciation for readers;Applies psychology to humanize messages; andUses correct etiquette in all communication media.
http://emedia.leeward.hawaii.edu/hurley/eng209w/ principles/youattitude/youattitude.htm#etiq
The You Attitude is a style of writing that:
![Page 19: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/19.jpg)
Focus on Reader's Point of View
Focus on what the reader receives or can do, not on what we've done. Don't completely avoid "I" or "we." Just de-emphasize it.
We shipped your order today.Your order will arrive on Thursday.You will receive your order on Thursday.
http://emedia.leeward.hawaii.edu/hurley/eng209w/ principles/youattitude/youattitude.htm#etiq
![Page 20: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/20.jpg)
Our shelter provides 100 adults' beds and 50 children's beds for the needy.
http://emedia.leeward.hawaii.edu/hurley/eng209w/ principles/youattitude/youattitude.htm#etiq
![Page 21: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/21.jpg)
Emphasize the PositiveWhen we emphasize the positive, we convince the reader we know what we're doing and are goal-oriented.When we emphasize the negative, we sound unsure and indecisive.
http://emedia.leeward.hawaii.edu/hurley/eng209w/ principles/youattitude/youattitude.htm#etiq
![Page 22: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/22.jpg)
Not: It will be impossible to open an account for you until you send us your signature card. But:
http://emedia.leeward.hawaii.edu/hurley/eng209w/ principles/youattitude/youattitude.htm#etiq
![Page 23: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/23.jpg)
Protect the Reader's Ego
Avoid "you" when it criticizes the reader. Instead, use an impersonal expression or a passive verb to avoid assigning blame. Don't focus on the problem; focus on solving the problem.
http://emedia.leeward.hawaii.edu/hurley/eng209w/ principles/youattitude/youattitude.htm#etiq
![Page 24: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/24.jpg)
You failed to sign your check.
http://emedia.leeward.hawaii.edu/hurley/eng209w/ principles/youattitude/youattitude.htm#etiq
![Page 25: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/25.jpg)
Express Appreciation 1. Avoid calling your readers stupid (even if
done unintentionally) If you had read the instruction booklet… You are probably ignorant of the fact that…
2. Avoid suggesting that they are lying (even if you don't say so directly)
You claim that you returned the item.According to you, the item stopped working.
http://emedia.leeward.hawaii.edu/hurley/eng209w/ principles/youattitude/youattitude.htm#etiq
![Page 26: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/26.jpg)
3. Avoid indicating that they are complainers.
You complain that.... We have received your complaint describing…
4. Avoid blaming them.Obviously you overlooked... You forgot to…You failed to... You neglected to...
http://emedia.leeward.hawaii.edu/hurley/eng209w/ principles/youattitude/youattitude.htm#etiq
![Page 27: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/27.jpg)
5. Avoid issuing ultimatums.This will be the last memo sent on this subject. Anyone dressing inappropriately faces immediate disciplinary action!Either comply with the regulations or face the consequences!
http://emedia.leeward.hawaii.edu/hurley/eng209w/ principles/youattitude/youattitude.htm#etiq
![Page 28: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/28.jpg)
Use Correct EtiquetteAnswer your messages – e-mail, letters, and phone calls – promptly.Leave clear messages on answering machines and voice mail.
State whom you are calling, your first and last names, your company and title, the reason for your call, and your phone number.Keep your message brief.Speak slowly.Deliver bad news personally.Follow up on important messages to make sure they were received.
http://emedia.leeward.hawaii.edu/hurley/eng209w/principles/youattitude/youattitude.htm#etiq
![Page 29: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/29.jpg)
E-mail Etiquette
Respect other people's electronic space by sending messages only when necessary.Make your subject line informative.Avoid overusing the label "urgent.”Use short paragraphs.
http://emedia.leeward.hawaii.edu/hurley/eng209w/principles/youattitude/youattitude.htm#etiq
![Page 30: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/30.jpg)
Refrain from using all capital letters, which is the equivalent of shouting.Quote a previous e-mail when responding to questions or requests.Proofread every message.Be careful about using the "reply all" button.Check your e-mail often.Clean out your e-mailbox regularly.
E-mail Etiquette
http://emedia.leeward.hawaii.edu/hurley/eng209w/principles/youattitude/youattitude.htm#etiq
![Page 31: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/31.jpg)
Using Sensitive Language
www.randomhouse.com/words/language/avoid_guide.html
![Page 32: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/32.jpg)
![Page 33: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/33.jpg)
Sexism
Avoid This Use This
mankind, man
man-made
Avoid using “man” or “men” and “he” or “his” to refer to people of either sex.
![Page 34: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/34.jpg)
SexismUse gender-neutral terms for occupations, positions, and roles.
Avoid:
• anchorman • bellboy • chairman • cleaning lady• clergyman• congressman • fireman • forefather • girl/gal Friday
• layman
• mailman
• policeman
• salesgirl
• spokesman
• weatherman
• actress
• housewife
![Page 35: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/35.jpg)
SexismReplace “he.”
When a driver approaches a red light, he must prepare to stop.
![Page 36: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/36.jpg)
Race, Ethnicity, and National Origin
Avoid:
Indian Orientalcolored native
![Page 37: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/37.jpg)
Age
Avoid:
elderlyagedgeriatric
![Page 38: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/38.jpg)
Sexual Orientation
Avoid:
queer dykefairy
![Page 39: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/39.jpg)
Persons with Disabilities or Illnesses
Avoid:
Mongoloid polio victim deaf and dumb
![Page 40: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/40.jpg)
Patronizing or Demeaning Expressions
Avoid:
the fair sex sweetiedeardeariehoney boy (when referring to or addressing an adult man)
![Page 41: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/41.jpg)
Expressions that Emphasize Differences
Avoid:
the male nurse Marie Curie, a great woman scientist.secretary and her boss
Include references to age, sex, religion, race, and the like only if they are relevant.
![Page 42: Session 8 Courtesy Considerateness. Courtesy Courtesy is making the other person feel important. Be honest but tactful. Your letter is not clear at all;](https://reader036.vdocuments.us/reader036/viewer/2022062620/551b4af0550346ae7a8b4f65/html5/thumbnails/42.jpg)
Exercise
1. You have created a problem.2. I am sorry that I am unable to help you.3. At our grand opening, we're cutting prices
by 50%!4. You lack the credit references we require
for opening an account with us. 5. A good secretary can anticipate the needs
of her boss, even if he does not say anything.
6. Because you failed to pay your bill, your account is delinquent.
7. Niggers are the largest minority in the United States.