COMMUNICATION IN

THE ORGANIZATION:
POSITIVE AND
NEGATIVE MESSAGES
Reference: Business Communication, Process and
Product; Guffey, M; Loewy, D. (2011); 7th Edition

Charles Tristan Dale A. Certeza, R.N.

Corporate Planning Analyst
Planning and Monitoring Division,
Corporate Planning Department
Zamboanga City Water District
POSITIVE MESSAGES IN AN
ORGANIZATIONAL SETTING

 Positive Messages – generally promote goodwill or

harmony between conversing parties
 In an organizational setting, positive messages
encompasses:
 a. requests for information/ clarification
 b. feedback/ responses to inquiries
 c. formal business letters
 d. office memorandums and emails
 Positive messages, from an organizational perspective,
conveys professionalism and are usually direct to the
point.
POSITIVE MESSAGES IN AN
ORGANIZATIONAL SETTING (cont’d.)

 Positive Messages – communicated (a) internally or

(b) externally
 External Positive Messages:
 a. Requests for Information/ Clarification from
External Party
 b. Customer Feedback
 quick, efficient and insightful responses – keys to
developing and maintaining customer goodwill and
market position
 3 X 3 WRITING PROCESS
APPROACH

•Analysis •Research •Revision

Pre- •Anticipation •Organization Revising •Proofreading
Writing Writing •Evaluation
•Adaptation •Composition
Phase 1: PRE-WRITING:
1. Determine need for writing.
ANALYSIS
2. Establish purpose and objective.
3. Anticipate and visualize reader’s reaction and
response ANTICIPATION
4. Determine channel of communication
5. Adopt a straightforward approach for the reader’s
convenience

ADAPTATION
Phase 2: WRITING
 RESEARCH: search and collate related information
through news articles, researches, past letters, etc.
 ORGANIZATION:
 Utilize bullets to itemize key points
 Record notes from researches as references
 Draft an outline highlighting flow of the message
 COMPOSITION:
 Prepare the rough draft; grammatical and technical
errors must not be taken seriously at this point
 Employ free-writing by allowing thoughts to freely flow
at this stage
Phase 3: REVISING
1. Evaluate for clarity and cohesion of message
REVISION
2. Review content for grammatical and technical
errors and apply necessary corrections
PROOFREADING
3. Include feedback mechanism on the message
4. Assess message from recipient’s perspective and
determine if the intended objective has been
reached.

EVALUATION
SAMPLE OUTPUT UTILIZING
3X3 PROCESS APPROACH
 EMAILS AND MEMORANDUMS
 Emails:
 Inherently informal in nature
 Appropriate for exchanging short messages, minor updates
and requests for information, distributing related information
 Helpful when an informal paper trail is needed

 Interoffice/ Internal Memorandums:

 Generally formal in nature
 Presented following an organized structure and layout
utilized by the organization
 Useful in communicating office policies, instructions,
reports and other information requiring a permanent
record
BUSINESS LETTERS
 Business Letters are mostly written for external
communications with clients, suppliers, contractors or
other government/ private agencies
 Considerations in preparing a business letter:
1. Situation/ setting calls for a permanent record of
exchange of information
2. Confidentiality of information is imperative
3. Formality and professionalism are of utmost priorities
4. Intended to persuade, influence or relay important
information to the recipient
BUSINESS LETTERS (cont’d.)
 Business Letters are mostly written for external
communications with clients, suppliers, contractors or
other government/ private agencies
 Considerations in preparing a business letter:
1. Situation/ setting calls for a permanent record of
exchange of information
2. Confidentiality of information is imperative
3. Formality and professionalism are of utmost priorities
4. Intended to persuade, influence or relay important
information to the recipient