Email your manager (Erin Sanders) and make a persuasive request to attend the conference in Las Vegas. Add any relevant supportive details as needed.
Eva Chan 
CommunicatingPersuasiveMessages1.pptx
Communicating Persuasive Messages
An Unpersuasive Request
Example of Logos
Numerical data
As shown in the graph, customer complaints have increased by 50% in the last six months.
Facts
Inc. magazine cites research showing that getting new customers costs 5 to 10 times as much as keeping an existing one. In addition, repeat customers spend 67% more than new ones.
Example of Ethos
Expert authority
According to sales expert Joni Farrington, “the cost of an unhappy customer is much greater than the cost of any individual lost sales.” It also includes the loss of that person’s future business and the potential lost sales from people who have talked to the unhappy customer.
Personal experience
This software is too difficult to learn without training. I’ve spent 10 hours trying to learn all its functions, and I still can’t figure out how to issue a refund.
Example of Pathos
Customers will get get the answers to their questions more quickly because of our trained customer service representatives.
Our customer service representatives will feel more confident in their ability to address the basic needs of our customers.
This Photo by Unknown Author is licensed under CC BY-SA
A Persuasive Request
Proposals
This Photo by Unknown Author is licensed under CC BY-SA-NC
Understand Decision-Making Criteria
Quality
Cost
Time
Assignment: Ask your Manager
You are a business analyst with the Human Resources Information Systems (HRIS) team for a medium national company in the manufacturing industry.
The current HRIS is 10 years old. A lot has changed in HRIS technology since then. With this version, there is a huge amount of manual entry, delaying the approval workflows and availability of accurate information. In fact, it requires a team of 8 people to manage all the processes and data. Your manager has recently talked about the need to upgrade to the 2020 version of the HRIS for better efficiency, but the budget is tight and the conversion could be costly.
You’ve read that customers who converted to the 2020 version of the HRIS experience better employee compliance with the documentation and custom requirements. The workflows are automated and easy to monitor. Also, the number of people to manage the processes and data is much less.
In the fall, there is a 3-day HR technology conference in Las Vegas, NV. Speakers include your competitors in the manufacturing industry. Expected attendees include similar-sized companies who are also using the same outdated version of HRIS. The cost to attend is $1000 in registration fees and another $1000 in travel and expenses. You believe attending the conference could be useful to gather information from attendees and listen to speakers about how to convert to the 2020 HRIS without too much time or cost.
Email your manager (Erin Sanders) and make a persuasive request to attend the conference in Las Vegas. Add any relevant supportive details as needed.
Planning Process
Who
Who is the reader? Erin Sanders, Manager of the HRIS team
Why is this message important to them? HR information should be timely and accurate and the current system and supporting processes are not efficient.
Why
What is the intent of the message (to do, to know, to feel)? To know and to feel (persuasion)
What do you want them to do in response to the message? Allocate funds and allow you to attend the conference
What
What is the situation that prompted the message? HRIS is outdated and not very efficient
Is there urgency? Yes & No. The conference is only a few months away. Early registration gets better rates.
Will the message prompt any negative emotions (anger, hostility, confusion, etc.)? Concern because budgets are tight.
Checklist
A subject line that stresses the benefits.
Uses an indirect approach that establishes that a problem exists.
Discussion of one option that shows a solution is possible.
Offers a refutation that anticipates objections.
Pronouns are focused on the company (our, we) and not on the writer (I, my).
Includes logos, ethos, and pathos.
To: Maria Cardoni ([email protected])
Subject: Proposal to Increase Productivity and Customer Satisfaction
Maria,
Since the new customer service software was installed two weeks ago, we’ve experienced a drop in productivity and an increase in customer complaints. While employees had an excellent orientation session, the training did not cover all functions of the software. I’m concerned that employees will continue to have problems. Can we meet this week to discuss possible training options?
One option is an in-depth, half-day workshop offered by the software manufacturer. The company has agreed to deliver it twice, with half the employees attending each session, for a total of $5,000. This is cost-effective since our research shows that each customer complaint costs us approximately $50 in employee time and lost sales. In the first two weeks of the software installation, we had 75 complaints above average for an estimated cost of $3,750.
Because recent budget cuts eliminated our professional development budget, I know it will be difficult to make a special request for funding. However, investing this money in training will ultimately save us money and ensure that we get full value from our new software.
I can provide you with whatever supporting data you need. I’ll call your assistant to schedule an appointment.
Thanks,
Sam
To: Maria Cardoni ([email protected])
Subject: Proposal to Increase Productivity and Customer Satisfaction
Maria,
Since the new customer service software was installed two weeks ago, we’ve
experienced a drop in productivity and an increase in customer complaints. While
employees had an excellent orientation session, the training did not cover all functions
of the software. I’m concerned that employees will continue to have problems. Can we
meet this week to discuss possible training options?
One option is an in-depth, half-day workshop offered by the software manufacturer.
The company has agreed to deliver it twice, with half the employees attending each
session, for a total of $5,000. This is cost-effective since our research shows that each
customer complaint costs us approximately $50 in employee time and lost sales. In the
first two weeks of the software installation, we had 75 complaints above average for an
estimated cost of $3,750.
Because recent budget cuts eliminated our professional development budget, I know it
will be difficult to make a special request for funding. However, investing this money in
training will ultimately save us money and ensure that we get full value from our new
software.
I can provide you with whatever supporting data you need. I’ll call your assistant to
schedule an appointment.
Thanks,
Sam
.MsftOfcThm_Accent1_Fill { fill:#4472C4; } .MsftOfcThm_Accent1_Stroke { stroke:#4472C4; }
