Upon completing this chapter, you will be able to write business communications that have a positive effect on human relations. To reach this goal, you should be able to:

1. Explain the need for a positive effect in business messages.
2. Use a conversational style that has the appropriate level of formality and eliminates “rubber stamps.”
3. Use the you-viewpoint to build goodwill.
4. Employ positive language to achieve goodwill and other desired effects.
5. Explain and use the elements of courtesy.
6. Use the three major techniques for emphasizing the positive and de-emphasizing the negative.