GOOD NEWS AND GOODWILL MESSAGES Routine Message They

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GOOD NEWS AND GOODWILL MESSAGES

GOOD NEWS AND GOODWILL MESSAGES

Routine Message ¨ They are short and simple ¨ Effective Communication creates a positive

Routine Message ¨ They are short and simple ¨ Effective Communication creates a positive impression-and a positive impression will get more positive responses to your request ¨. For all routine situ. you need to analyze, investigation & adapt UR message. ¨ Organize UR routine Mess acc to direct approach. ¨ Use language that is Positive and Polite. ¨ Keep Direct Approach from abrupt or tactless. ¨ Clear & direct messages get positive results. ¨ Here also You should Revise, Produce and Proof Read

3 Steps Writing Process For Routine Message 1. Planning Routine Message -Analyze UR purpose

3 Steps Writing Process For Routine Message 1. Planning Routine Message -Analyze UR purpose & audience - Investigate UR reader’s needs + have all facts to satisfy them. -Adapt UR message to UR audience thro. Medium +use YOU attitude. 2. Writing Routine Message - State the request or main idea

3 Steps Writing Process For Routine Message -Give necessary details -Close with a cordial

3 Steps Writing Process For Routine Message -Give necessary details -Close with a cordial request for specific action. 3. Completing Routine Message – make it as Professional as possible. -Revise for clarity & Conciseness. - Selecting appropriate design elements & delivery methods. - Care full Proof reading ¨

Strategy of writing Routine Request 1. Open by stating UR specific request. Avoid being

Strategy of writing Routine Request 1. Open by stating UR specific request. Avoid being abrupt or tactless. Pay attention to tone assume your audience will comply avoid personal introductions, end polite requests with a period & be specific. 2. Use Middle of RM to justify UR request +explain its importance. 3. Close RM by asking for specific action (deadline as often as possible ) Add all contact information so that reader can respond.

Parts of a Routine Good News/ Good Will Message LOGO. ADD. Date To, Add

Parts of a Routine Good News/ Good Will Message LOGO. ADD. Date To, Add Dear Opening: Clear state the main idea the request or the good news Body: Include all the necessary details Close : Close cordially & refer to the good news or st ate the specific action you desire. Sincerely Manager

4 types of Routine Request ¨ Each Type has distinguishing features. ¨ Start with

4 types of Routine Request ¨ Each Type has distinguishing features. ¨ Start with Statement of the main idea. ¨ 1. Letters placing orders -body includes columns for product information. ¨ Closing including delivery address. preferred method of shipment + information about enclosed payment. ¨ 2. When request is for information /action –middle explains /justifies UR request & close specifies what U need & when U need. ¨ 3. Claim/request 4 adjustment – Middle facts that reader needs to verify facts. Close requests a specific solution/sincere desire to find one +it suggests that future business depends on a satisfactory resolution.

4 types of Routine Request ¨ 4. Request for recommendation – opening states the

4 types of Routine Request ¨ 4. Request for recommendation – opening states the position or award being applied for. If necessary recall the nature + date of relationship with reader. ¨ Middle-refers to UR resume/includes information that would support a recommendation. ¨ Close – Includes NAME+ ADD. of the person to whom the recommendation will be sent.

Checklist –Writing Routine Request ¨ A. Direct statement of the request 1. Use the

Checklist –Writing Routine Request ¨ A. Direct statement of the request 1. Use the direct approach, since your audience will respond favorably to your request. 2. Phrase the opening clearly & simply so that the main idea cannot be misunderstood. 3 Write in a polite , undemanding, personal tone. 4. Preference complex requests with a sentence or two of explanation.

Checklist –Writing Routine Request ¨ 1. 2. 3. 4. 5. 6. 7. B. Justification,

Checklist –Writing Routine Request ¨ 1. 2. 3. 4. 5. 6. 7. B. Justification, explanation & details Justify the request or explain its importance. Explain the benefit of responding. State desired actions in a positive & supportive manner. Itemize parts of a complex request in a logical or numbered series. List specific Q that you can’t ans. through UR own efforts. Limit any Q. to one topic. Word any Q. to get the type of A. you need.

Checklist –Writing Routine Request ¨ C. Courteous close with request for 1. 2. 3.

Checklist –Writing Routine Request ¨ C. Courteous close with request for 1. 2. 3. 4. specific action. Courteously request a specific action. Make it easy to comply by including your contact info. : name, add. , ph. , fax, E-mail Indicate gratitude. Clearly state any important deadline or time frame for request.

Checklist –Writing Routine Replies + Positive Message ¨ A. Initial statement of the good

Checklist –Writing Routine Replies + Positive Message ¨ A. Initial statement of the good news/main idea 1. If Message is mixed , present the good news first. 2. Respond promptly 3. Avoid obvious statements such as “I am pleased to”, ”We have received”, “This is in response” or “Enclosed please find” 4. Convey an upbeat, courteous, you-oriented tone.

Checklist –Writing Routine Replies + Positive Message ¨ 1. 2. 3. 4. 5. 6.

Checklist –Writing Routine Replies + Positive Message ¨ 1. 2. 3. 4. 5. 6. 7. 8. 9. B. Middle, -informational section Imply/express interest in the request/provide details of the GNews. List all the infor. In an orderly manner. Ans. All the Q & requests in the order posed. Adapt replies to the Reader’s needs. Indicate what U will do / what you have done. Include all necessary details needed to understand UR ans. If the info. Is confidential tell Reader why & offer other assistance. Embed –ve Statements. in +ve context or balance with +ve alternatives. Inform reader the general benefits of doing business with UR firm Avoid pompous language.

Checklist –Writing Routine Replies + Positive Message ¨ C. Warm , courteous close :

Checklist –Writing Routine Replies + Positive Message ¨ C. Warm , courteous close : 1. If further action is required tell Reader how to proceed +encourage the R 2 act promptly. 2. Avoid clinches (such as “ Pl. feel free to…” 3. Offer additional service but avoid implying that UR ans. is inadequate by using doubtful state. Like “I trust that”, “I hope” 4. Express goodwill or take an optimistic look into the future.

Message granting a claim when Co. Customer, Third Party is at fault Explanatory section

Message granting a claim when Co. Customer, Third Party is at fault Explanatory section differs depending on who is a t fault. ¨ UR Co. -avoid reacting defensively +be careful when referring 2 ur co. mistakes exp. UR Co. efforts to do a good job. Do not make unrealistic promises/ guarantees ¨ Customer at fault – help C 2 realize what went wrong so that it will not happen again. Do not sound condescending, preachy, insulting. ¨ 3 rd. Party at fault – U can honors the claim with no explanation or explain that the problem was not your fault.

Recommendation Letter ¨ ¨ ¨ 1. 2. 3. 4. 5. When U have to

Recommendation Letter ¨ ¨ ¨ 1. 2. 3. 4. 5. When U have to refer to his short comings stick to facts. Give UR recommendations in a favorable manner Questions to ask oneself……. . Does the person receiving the info. Have a legitimate right? Does the inform. I give relate directly to the job? Have I put the candidates case strongly as possible? Am I misleading the Reader? Have I based all my statements on 1 st. hand knowledge and provable facts.

Good will messages –to make it effective 1. Useful for building relationships. With Customers,

Good will messages –to make it effective 1. Useful for building relationships. With Customers, Colleagues, /business people 2. These friendly, unexpected notes have no direct business purpose but ‘feel good factor’ to the sender. 3. Effective –make it honest &sincere. Avoid exaggerating, back up compliments with specific points & give restricted praise.