Writing Routine Requests Prentice Hall 2005 Business Communication

Writing Routine Requests © Prentice Hall, 2005 Business Communication Essentials 1

The Three-Step Process • Planning • Writing • Completing © Prentice Hall, 2005 Business Communication Essentials 2

Routine Requests • State your request • Justify your request • Conclude your message © Prentice Hall, 2005 Business Communication Essentials 3

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

Justify Your Request • Explain the request • Offer reader benefits • Ask questions © Prentice Hall, 2005 Business Communication Essentials 5

Conclude Your Message • Request specific action • Provide contact information • Promote goodwill © Prentice Hall, 2005 Business Communication Essentials 6

Types of Routine Requests • Business orders • Information and action • Claims and adjustments • References and recommendations © Prentice Hall, 2005 Business Communication Essentials 7

Business Orders • State your request • Clarify the order • Provide shipping information © Prentice Hall, 2005 Business Communication Essentials 8

Action and Information • State why you are writing • Explain the request • Ask for specific action © Prentice Hall, 2005 Business Communication Essentials 9

Claims and Adjustments • State the problem • Support your assertions • Propose a solution © Prentice Hall, 2005 Business Communication Essentials 10

References and Recommendations • State the request • Provide a résumé • Say “Thank You” © Prentice Hall, 2005 Business Communication Essentials 11

Routine Replies and Positive Messages • Overall goals – Impart information – Answer all questions – Provide required details – Make a good impression © Prentice Hall, 2005 Business Communication Essentials 12

The Direct Approach • Main idea • Relevant details • Cordial close © Prentice Hall, 2005 Business Communication Essentials 13

Types of Routine Replies and Positive Messages • Requests for action and information • Claims and requests for adjustments • Recommendations and references • Messages that promote goodwill © Prentice Hall, 2005 Business Communication Essentials 14

Action and Information • Be prompt • Be gracious • Be thorough © Prentice Hall, 2005 Business Communication Essentials 15

Claims and Requests for Adjustment • Who is at fault? – The company – The customer – A third party © Prentice Hall, 2005 Business Communication Essentials 16

References and Recommendations • Be forthright • Be specific • Stick to the facts • Avoid value judgments © Prentice Hall, 2005 Business Communication Essentials 17

Goodwill Messages • Congratulations • Appreciation • Condolences © Prentice Hall, 2005 Business Communication Essentials 18

Reviewing Key Points • Using the three-step process • Writing routine messages • Writing good-news messages • Writing goodwill messages © Prentice Hall, 2005 Business Communication Essentials 19