Copyright 2017 Pearson Education Inc Excellence in Business
Copyright © 2017 Pearson Education, Inc.
Excellence in Business Communication Chapter 8 Writing Routine and Positive Messages Copyright © 2017 Pearson Education, Inc.
Learning Objectives 1. Outline an effective strategy for writing routine business requests. 2. Describe three common types of routine requests. 3. Outline an effective strategy for writing routine replies and positive messages. 4. Describe six common types of routine replies and positive messages. Copyright © 2017 Pearson Education, Inc. Chapter 8 - 3
Strategy for Routine Requests (LO 1) Outline an effective strategy for writing routine business requests. Copyright © 2017 Pearson Education, Inc. Chapter 8 - 4
Structure of Routine Requests (1) The Opening Three Parts (Direct Approach) (2) The Body (3) The Close Copyright © 2017 Pearson Education, Inc. Chapter 8 - 5
Stating Your Request Up Front • Pay Attention to Tone • Assume Audience Compliance • Be Specific about What You Want Copyright © 2017 Pearson Education, Inc. Chapter 8 - 6
Explaining and Justifying Your Request • Follow from Opening Remarks • Ask Important Questions First • Limit Questions to One Topic Copyright © 2017 Pearson Education, Inc. Chapter 8 - 7
Requesting Specific Action in a Courteous Close • State a Specific Request • Provide Contact Information • Express Your Appreciation Copyright © 2017 Pearson Education, Inc. Chapter 8 - 8
Common Examples of Routine Requests (LO 2) Describe three common types of routine requests. Copyright © 2017 Pearson Education, Inc. Chapter 8 - 9
Asking for Information and Action State Your Request Clearly Explain and Support the Request Introduce Reader Benefits Copyright © 2017 Pearson Education, Inc. Chapter 8 - 10
Asking for Recommendations State Your Request Clearly Offer Support for Your Request Express Your Appreciation Copyright © 2017 Pearson Education, Inc. Chapter 8 - 11
Making Claims and Requesting Adjustments State the Problem Clearly Explain the Situation Clearly Request Specific Action Copyright © 2017 Pearson Education, Inc. Chapter 8 - 12
Strategy for Routine Replies and Positive Messages (LO 3) Outline an effective strategy for writing routine replies and positive messages. Copyright © 2017 Pearson Education, Inc. Chapter 8 - 13
Starting with the Main Idea Prepare the Audience for What Will Follow Write Your Opening Clearly Copyright © 2017 Pearson Education, Inc. Keep the Opening Concise Chapter 8 - 14
Providing Necessary Details and Explanation Explain Your Point Completely Maintain a Supportive Tone Copyright © 2017 Pearson Education, Inc. Create a Favorable Context Chapter 8 - 15
Ending with a Courteous Close Keep It Short and Simple, Neutral or Positive Simply Say “Thank You” Copyright © 2017 Pearson Education, Inc. Clarify Follow-Up Action Chapter 8 - 16
Common Examples of Routine Replies and Positive Messages (LO 4) Describe six common types of routine replies and positive messages. Copyright © 2017 Pearson Education, Inc. Chapter 8 - 17
Answering Requests for Information or Action Using the Direct Approach Open with the Main Idea Include Explanation and Detail Close the Message Courteously Copyright © 2017 Pearson Education, Inc. Chapter 8 - 18
Granting Claims and Requests for Adjustments • Acknowledge the complaint. • Sympathize with the customer. • Take or assign personal responsibility. • Explain how you’ll handle the situation. • Take steps to repair the relationship. • Follow up on your response. Copyright © 2017 Pearson Education, Inc. Chapter 8 - 19
Providing Recommendations and References Candidate’s Name Position or Objective Your Relationship Facts and Evidence Comparison with Peers Overall Evaluation Copyright © 2017 Pearson Education, Inc. Chapter 8 - 20
Effective Recommendation Letter Copyright © 2017 Pearson Education, Inc. Chapter 8 - 21
Sharing Routine Information Opening State Purpose; Nature of Information Body Provide Necessary Information Closing End with a Courteous Close Copyright © 2017 Pearson Education, Inc. Chapter 8 - 22
Announcing Good News (1 of 2) • News Releases External Messages • Direct-to-Consumer Releases • Social Media Releases Copyright © 2017 Pearson Education, Inc. Chapter 8 - 23
Announcing Good News (2 of 2) Copyright © 2017 Pearson Education, Inc. Chapter 8 - 24
Fostering Goodwill • Sending Congratulations • Expressing Appreciation • Offering Condolences Copyright © 2017 Pearson Education, Inc. Chapter 8 - 25
Goodwill Messages Copyright © 2017 Pearson Education, Inc. Chapter 8 - 26
All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. Printed in the United States of America. Copyright © 2017 Pearson Education, Inc. Chapter 8 - 27
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