Week 3 Discussion Question 1 + 3

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Melissa: Message Strategy: Week 3, DQ 1 ( Reply Due Now)

The purpose of this assignment is to consider four scenarios and assign the most appropriate message type to use for the communication method. In addition to describing the message type chosen, the writer of this paper will share the justification behind the choice. To begin this exercise, the reader needs to understand the message types: routine, positive, negative, and finally persuasive (Thill and Bovee, 2017).

In the first scenario, an unsolicited message is sent to the department manager explaining why the sender of the message believes the companies experiment with self-managed teams have failed (Thill and Bovee, 2017, p.309). Of the four message types, this message is very negative. The writer of this message should follow the plan, write, and complete steps to ensure the delivery of this message is as thorough as possible (Thill and Bovee, 2017, p.253-254).

The justification for this first scenario is quite simple. The message is not a good news feeling one, it doesn’t include any action requests, and it provides no solutions. In the writer’s experience, Manager’s never want to hear negative news without any opportunities for improvement. In addition, people in general, do not react well to being told something has failed, so the writer should ensure the message is professional, clear, and concise (Thill and Bovee, 2017).

Unlike scenario one, the second example conveys the same issue but offers a solution as well. To review the scenario, an unsolicited message is sent to the department manager explaining why the sender of the message believes the companies experiment with self-managed teams have failed, but adds the suggestion one of the more experienced employees be promoted to a supervisor (Thill and Bovee, 2017, p.309). The message type used to deliver this message is persuasive.

Sending persuasive messages requires analyzing the situation, gathering information, organizing the writer’s thoughts, and lastly, delivering the call of action or request for change (Thill and Bovee, 2017, p. 289-293). The writer of this paper has written many emails using this exact protocol. It is generally accepted, ideas fail within the business industry, but Managers prefer when associates take the initiative in offering up viable solutions to a bad situation. In this circumstance, the writer of the email is in the unique position to hold the audience’s full attention. This opportunity should not be taken lightly and involves a thorough demonstration of the employee’s worth.

In the third scenario, a system glitch in the accounting system has resulted in the customer being overcharged on the last five orders (Thill and Bovee, 2017, p.309). In addition, it calls for an apology to the customer and the immediate refund of the amount overcharged (Thill and Bovee, 2017, p.309). The most effective message type employed with this delivery is routine.

The writer of this paper chose this message type because it includes the following goals: communicating the information, answering all questions, and leaves the reader with a good feeling at the end (Thill and Bovee, 2017, p.232). Routine messaging is a combination of writing to the point of what is important, why it is relevant, and why it is important to the reader (Thill and Bovee, 2017, p.227). When one thinks of sending routine messages, the response is not all positive or negative, but rather a hybrid of sorts.

In the final scenario, a news release has been announced your company is inviting 50 previously laid off employees from earlier in the year to come back to work (Thill and Bovee, 2017, p.309). The message type associated with this one is positive.

The writer of this paper chose this message type for obvious reasons. The message is not a call for action, nor informing of negative news, nor is it an attempt to convince the reader to be swayed one way or the other (Thill and Bovee, 2017). According to Thill and Bovee, “smart companies recognize that it’s good business to spread the word about positive developments…good news is always welcome (2017, p.237). One can imagine, of all four types, this is the one most welcomed and easiest to write.

In summary, the four message types are routine, positive, negative, and persuasive. In addition, four different situations were described and assigned to a message type. It was discovered during this exercise each of the message types invites a different preparation and delivery vehicle in order to communicate effectively.

References

Bovee, C. L., & Thill, J. V. (2012). Excellence in Business Communications, 12th edition. Boston, MA. Pearson.