Writing Routine GoodNews and Goodwill Messages Pearson Education

Writing Routine, Good-News, and Goodwill Messages © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition 1

The Three-Step Process • Planning • Writing • Completing © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition 2

Routine Requests • Make your request • Explain and justify your request • Conclude your message © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition 3

State Your Request • Use a courteous tone • Assume reader compliance • Avoid personal introductions • Use questions and polite requests • Be specific and precise © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition 4

Explain and Justify Your Request • Explain the request • Offer reader benefits • Ask most important questions first • Ask relevant questions • Deal with one topic per question © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition 5

Conclude Your Message • Request specific action • Provide contact information • Promote goodwill © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition 6

Types of Routine Requests • Business orders • Information and action • Claims and adjustments © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition 7

Business Orders • State your request • Clarify the order • Provide shipping information © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition 8

Action and Information • State why you are writing • Explain the request • Ask for specific action © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition 9

Claims and Adjustments • State the problem • Support your assertions • Politely request action © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition 10

Routine Replies and Positive Messages • Impart information • Answer questions • Provide details • Promote goodwill © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition 11

The Direct Approach • Main idea • Relevant details • Courteous close © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition 12

Types of Routine Replies and Positive Messages • Requests for information and action • Claims and requests for adjustments • Messages that promote goodwill © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition 13

Information and Action • Be prompt • Be gracious • Be thorough © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition 14

Claims and Requests for Adjustment • Who is at fault? – The company – The customer – A third party © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition 15

Goodwill Messages • Congratulations • Appreciation • Condolences © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition 16