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Writing Routine and Positive Messages: Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 1

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128 views27 pages

Writing Routine and Positive Messages: Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 1

Uploaded by

shumaila parveen
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
You are on page 1/ 27

Writing Routine and

Positive Messages

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 1


Writing Routine and
Positive Messages
• Routine Message?

• Positive Message?

Chapter 8 - 2
Writing Routine and Positive
Messages
1. Three Step Process
2. Strategy for Routine Requests
3. Routine Replies
4. Announcements & News Releases
5. Claims and Adjustments
6. Goodwill Messages
Three-Step Writing Process

Planning Writing Completing

Analyze Situation Revise


Adapt to
the Audience
Gather Information Produce

Select Medium Proofread


Compose
the Message
Get Organized Distribute

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 4


Routine Requests

State Request

Support Request

Close Message

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 5


State the Request

Use the Right Tone

Assume Audience
Compliance

Use Specific Language

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 6


Support the Request
Explain the Request

Stress Reader Benefits

Ask Questions

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 7


Close the Message
Specific Request

Three Important
Contact Information
Elements

Appreciation
and Goodwill
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 8
Types of Routine Requests

Action and Information

Recommendations

Claims and Adjustments

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 9


Action and Information

More Shared Less Shared


Background
State the Request Background

Internal External
Support the Request
Audience Audience

Less More
Formal
Close the Request Formal

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 10


Recommendations
 State the request

 Support the request

 Provide a résumé

 Show appreciation

 Provide instructions
© Prentice Hall, 2008 Business Communication Today, 9e C
ha
Routine Replies
and Positive Messages
The Main Idea

Details and Support

A Courteous Close

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 12


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, 2008 Business Communication Today, 9e C
ha
Check List – Routine
Request

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 14


Requests for
Action and Information

Prompt

Gracious

Thorough

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 15


Recommendations
Candidate’s Full Name Position or Objective

Nature of the Relationship Why You Are Writing

Relevant Facts or Evidence Comparison and Evaluation

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 16


Informative Messages

Reminder Notices Policy Statements

Upcoming Events Shipping and Returns

New Procedures Sales Discounts

Workplace Changes Company Developments

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 17


Check List: Routine Replies
& Positive Messages

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 18


Good-News Announcements

Direct Approach

Employment News
Offers Releases

Careful Relevant Public


Legal Advice
Wording Information Relations

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 19


Effective News Releases
Pick Newsworthy Events

Focus on One Subject

Stress Important Ideas

Keep Statements Brief


© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 20
Effective News Releases
Minimize Verbal Clutter

Focus on Specifics

Exercise Restraint

Follow Industry Practices


© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 21
Claims and Requests for
Adjustment

Who Is at Fault?

The The A Third


Company Customer Party

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 22


Check List: Claims &
Adjustments

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 23


Claims and Adjustments
Expect a Fair Adjustment

Problem Statement
Remain Positive

Be Professional
Details and Explanations

Specific Actions or Solutions

Document all Correspondence


© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 24
Check List: Claims and
Adjustments

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 25


Fostering Goodwill

Congratulations

Appreciation

Condolences

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 26


Check List: Goodwill
Messages

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 27

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