Writing Routine GoodNews and Goodwill Messages Prentice Hall

Writing Routine, Good-News, and Goodwill Messages © Prentice Hall, 2003 Business Communication Today 1

The Three-Step Process Planning Writing Completing Message Audience © Prentice Hall, 2003 Business Communication Today 2

Routine Requests State the Request Explain and Justify the Request Close the Message © Prentice Hall, 2003 Business Communication Today 3

State the Request Up Front Be Specific Pay Attention to Tone Assume Your Audience Will Comply Avoid Starting With Personal Introductions Punctuate Polite Requests and Questions Differently © Prentice Hall, 2003 Business Communication Today 4

Explain and Justify the Request Ask Important Questions First Ask Relevant Questions Deal With One Topic Per Question © Prentice Hall, 2003 Business Communication Today 5

Close the Request Specific Request Three Important Elements Goodwill and Appreciation Contact Information © Prentice Hall, 2003 Business Communication Today 6

Routine Requests (Form letters are often used) Products and Services Information and Action Claims and Adjustments Recommendations and References © Prentice Hall, 2003 Business Communication Today 7

Placing Orders The Reader’s Attitude Your Requirements © Prentice Hall, 2003 Business Communication Today 8

Requesting Action and Information Company Insiders Company Outsiders © Prentice Hall, 2003 Business Communication Today 9

Making Claims and Requesting Adjustments State the Problem Offer Details and Explanation Propose Specific Action or Solution © Prentice Hall, 2003 Business Communication Today 10

Requesting References or Recommendations State the Request Provide a Résumé or Other Information Express Appreciation © Prentice Hall, 2003 Business Communication Today 11

Routine Announcements, Replies and Positive Messages Start With the Main Idea Provide Details and Explanations (sales promotion when appropriate) End With a Courteous Close (and resale when appropriate) © Prentice Hall, 2003 Business Communication Today 12

Informative Messages Reminder Notices © Prentice Hall, 2003 Policy Statements Business Communication Today 13

Requests for Information and Action Choosing the Direct Approach © Prentice Hall, 2003 Handling Potential Sales Business Communication Today 14

Claims and Requests for Adjustment Who Is at Fault? The Company © Prentice Hall, 2003 The Customer Business Communication Today A Third Party 15

Providing Recommendations and References (Beware of libel and slander) Avoid Overstatements Provide Facts Be Specific Avoid Value Judgments © Prentice Hall, 2003 Business Communication Today 16

Good News Announcements (News Releases) Offers of Employment © Prentice Hall, 2003 Products and Operations Business Communication Today 17

Sending Goodwill Messages Congratulations Appreciation Condolences © Prentice Hall, 2003 Business Communication Today 18