Modules 11 and 12 talked about negative and persuasive messages. Module 11 talked about negative messages and the most effective way to deliver them. The module explains that the negative message should be conveyed only once, then explained in a kind of way that will bring comfort to the person, and give them a chance to understand what the issue is and how to react to it. It also stresses that at the end of the letter, there should be a goodwill ending to try and maintain the good relationship that the writer may have and want to keep with the recipient of the message. The module also explains that bad news can also be in the form of delivering bad news about something that may have gone wrong to a person in power. It is important to explain in this situation why this happened as well as how it is being resolved. In module 12, the book explains persuasive messages. This module says that the primary purpose for writing a persuasive letter is to get a reaction out of the recipient, but the secondary purpose is to create a good image for the writer, because the idea that the reader has of the writer is important for what they want to do with the information that they receive in the message. Module 12 also talks about how building emotional appeal, credibility, and using the right tone can be good techniques to make a letter more persuasive.
A very important point that I took away from these two chapters was about writing a negative letter to a person in charge. With wanting to work in the corporate world, I know that there may be times that it will be necessary for me to write a letter like that, whether it be about me or a group of co-workers. Knowing how to make the situation look and sound better than it is, and explain how it is being fixed will be very helpful.
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