Modules 11 and 12

Module 11 is about how to give a reader a negative message while still maintaining goodwill and a good image of the writer.  This is tricky, but using a subject line that is about solving the problem can help.  It is important to organize your message in a way that suits your audience.  In general, it is a good idea to explain why something negative occurred and to offer some solutions.  A useful part of the module could be when and how to use a buffer.   A buffer can be appropriate if the reader values harmony, and allows the writer to delay giving the negative message by having a neutral or positive message to start.

Module 12 focuses on persuasive messages.  There are two main kinds of strategies when delivering a persuasive message.  The direct request pattern should be used when you only need a response from those willing to act, your audience may not read your message, culture demands it, or your audience will not resist.  The problem-solving pattern is used in the situations opposite from before.  It is important to structure your message in the correct way for the pattern you choose.  A useful aspect of this module is about how to phrase questions non-defensively and ask follow-up questions in order to indentify and overcome objections.