Writing Routine and Positive Messages Copyright 2010 Pearson

Writing Routine and Positive Messages Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 1

The Three-Step Process • Planning • Writing • Completing Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 2

Routine Request Strategy State the Request Clarify Request Close the Message Pay Attention to Tone Important Questions Specific Request Assume Compliance Relevant Questions Contact Information Be Specific One-Topic Questions Appreciation/Goodwill Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 3

Common Requests • Information and action • Recommendations • Claims and adjustments Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 4

Information and Action • Straightforward style – State the request – Support the request – Offer reader benefits Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 5

Recommendations • The direct approach – Make the request – Establish rapport – Express appreciation Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 6

Claims and Adjustments • State the problem • Explain the problem • Provide verification • Propose a solution Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 7

Routine Replies and Positive Messages • Overall goals – Communicate information – Answer all questions – Provide required details – Make a good impression Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 8

Routine-Message Strategy • Main idea • Relevant details • Cordial close Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 9

Common Routine Replies and Positive Messages • Information and action • Claims and adjustments • Recommendations • Informative messages • Good-news announcements • Goodwill messages Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 10

Action and Information • Promptness • Graciousness • Thoroughness Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 11

Claims and Adjustments • Who is at fault? – The company – The customer – A third party Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 12

Company Is at Fault • Acknowledge claim or complaint • Sympathize with the customer • Take responsibility for the outcome • Explain your plan of action • Work to repair the relationship • Follow up on your response Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 13

Customer Is at Fault • Refuse the claim – Cost of adjustment – Cost of lost business • Grant the claim – Discourage mistakes – Maintain the customer Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 14

Third-Party Is a Fault • Evaluate situation • Offer solutions • Avoid blame game Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 15

Recommendations • Candidate’s full name • Position or objective • Nature of your relationship • What prompted you to write • Relevant facts and evidence • Overall evaluation Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 16

Informative Messages • Reminder notices • Policy statements – State the purpose – Provide required details – Close courteously Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 17

Goodwill Messages • Congratulations – Business and personal occasions • Appreciation – Good feelings and excellence • Condolences – Caring and sympathy Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 18