Writing Routine and Positive Messages Prentice Hall 2007

Writing Routine and Positive Messages © Prentice Hall, 2007 Excellence in Business Communication, 7 e 1

The Three-Step Process • Planning • Writing • Completing © Prentice Hall, 2007 Excellence in Business Communication, 7 e 2

Routine Requests • State the request • Explain and justify the request • Close the message © Prentice Hall, 2007 Excellence in Business Communication, 7 e 3

State the Request • Use the right tone • Consider the audience • Punctuate properly • Use specific language © Prentice Hall, 2007 Excellence in Business Communication, 7 e 4

Support the Request • Ask important questions first • Ask relevant questions • Deal with one topic per question © Prentice Hall, 2007 Excellence in Business Communication, 7 e 5

Close the Message • Specific request • Goodwill and appreciation • Contact information © Prentice Hall, 2007 Excellence in Business Communication, 7 e 6

Routine Requests • Information and action • Claims and adjustments • Recommendations © Prentice Hall, 2007 Excellence in Business Communication, 7 e 7

Action and Information • Company insiders • Company outsiders © Prentice Hall, 2007 Excellence in Business Communication, 7 e 8

Recommendations • State the request • Provide a resume or other support • Express appreciation © Prentice Hall, 2007 Excellence in Business Communication, 7 e 9

Claims and Adjustments • State the problem • Offer details and explanations • Propose a specific action or solution © Prentice Hall, 2007 Excellence in Business Communication, 7 e 10

Routine Replies and Positive Messages • Start with the main idea • Provide details and explanations • End with a courteous close © Prentice Hall, 2007 Excellence in Business Communication, 7 e 11

Types of Routine Replies and Positive Messages • • • Requests for information or action Claims and adjustment requests Recommendations Informative messages Good-news announcements Goodwill messages © Prentice Hall, 2007 Excellence in Business Communication, 7 e 12

Requests for Information and Action • The direct approach – Prompt – Gracious – Thorough © Prentice Hall, 2007 Excellence in Business Communication, 7 e 13

Claims and Requests for Adjustment • Who is at fault? – The company – The customer – A third party © Prentice Hall, 2007 Excellence in Business Communication, 7 e 14

References and Recommendations • Avoid overstatements • Provide facts • Avoid value judgments • Balance praise and criticism © Prentice Hall, 2007 Excellence in Business Communication, 7 e 15

Informative Messages • Reminder notices – Upcoming events – New procedures – Workplace changes • Policy statements – Shipping and returns – Sales discounts – Company developments © Prentice Hall, 2007 Excellence in Business Communication, 7 e 16

Good-News Announcements • Direct approach – Employment offers • Careful wording • Legal advice – News releases • Relevant information • Public relations © Prentice Hall, 2007 Excellence in Business Communication, 7 e 17

Promoting Goodwill • Congratulations • Appreciation • Condolences © Prentice Hall, 2007 Excellence in Business Communication, 7 e 18