M4 _ Lesson 5 _ Lead in

Lesson 5

Positive and Negative Messages

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In business, employees read and write lots of ​

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(=regular) work messages. This is one of their regular duties. Some employees even start checking their work messages before they arrive at the office. These messages usually contain internal and ​

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information, such as work ​

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and ​

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.

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routine

neutral

procedures

schedules

negative

written

oral

external

random

inform

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Some messages express good news; they are called “​

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messages”.

For instance, messages about ​

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(=the act of raising an employee’s rank in the company) are positive. Some messages ​

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bad news; they are called “negative messages”. Messages about staff ​

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(=the act of firing an employee/employees) are negative.​

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positive

staff promotion

convey

redundancy

sensitive

good

pay rise

bonus

unemployment

send

​A goodwill message is an example of a routine work message. It is also an example of positive message. Read the following message from Mr. David Hajjar, the Assistant Food & Beverage Manager of The Peninsula Hong Kong, who thanked a hotel guest for her positive feedback (=comment). Goodwill messages can be sent horizontally or vertically; internally or externally. Mr. Hajjar may have forwarded the hotel guest’s email to the chef to congratulate the chef on receiving the positive feedback and praise the chef’s effort.

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Mr. Hajjar’s goodwill message contains a simple structure:

Paragraph1: a ​

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opening;

Paragraph 2: a ​

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response to the customer’s feedback; and

Paragraph 3: a ​

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closing line

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direct

specific

polite

special

simply

simple

sensitive

vertical

external

asynchronous

Mini Worwall Game!

​Reading Comprehension

Go to your Teaching Note P.5