Question

Adapting your message to the task and audience requires empathy, which means putting yourself in the other person’s shoes. Empathetic senders consider how the receiver will decode the message and try to find the most appealing tone and professional "We will ship your order on Saturday. Thank you for shopping with us."

Read the following message, and determine if it is sender focused or audience focused.

Your satisfaction is important to us. Please share your thoughts and comments on how we can improve your dining experience.

1. Is the preceding message sender focused or audience focused?
2. Which of the following selections effectively use the "you" view. Check all that apply.

a. Your name will be automatically entered in the raffle if you attend the annual company BBQ.
b. We received your letter regarding your CRB2 home entertainment center.
c. We will ship your order on Saturday. Thank you for shopping with us.
d. Your satisfaction is important to us. Please complete the customer satisfaction survey.

Answer 1

1. Is the preceding message sender focused or audience focused?

The message is completely audience focused. From the start, the message is telling the audience that it is their satisfaction what is important, and later, it asks the audience to share their thoughts about the service so that service can be improved upon.

2. Which of the following selections effectively use the "you" view. Check all that apply.

c. We will ship your order on Saturday. Thank you for shopping with us.

d. Your satisfaction is important to us. Please complete the customer satisfaction survey.

In both cases, the messages are audience focused, and the pronoun "You" is being used appropriately to signify the prevalence that the customer has for the company.