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    Writing Routine and Positive Messages

    Uploaded by

    Osama Muzammil
    Business

    Copyright:

    © All Rights Reserved
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    Writing Routine and Positive Messages

    Uploaded by

    Osama Muzammil
    64 views20 pages
    Business

    Copyright

    © © All Rights Reserved

    Available Formats

    PPT, PDF, TXT or read online from Scribd

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    Business

    Copyright:

    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    64 views20 pages

    Writing Routine and Positive Messages

    Uploaded by

    Osama Muzammil
    Business

    Copyright:

    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    of 20

    Writing Routine and

    Positive Messages

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


    The Three-Step Process

    Planning
    Writing
    Completing

    Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 2


    Making Routine Requests

    State the request (the main idea)


    Give details and justify the request
    Close by requesting specific action

    Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 3


    State the Request
    Pay attention to tone
    Assume audience will comply
    Be specific

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


    Support the Request
    Explain your initial request
    Stress reader benefits
    Ask questions
    Ask important questions first
    Ask relevant questions
    Deal with one topic per question

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


    Close the Message

    Make a specific request


    Provide contact information
    Express appreciation and goodwill

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


    Routine Requests

    Asking for information and action


    Making claims and requesting
    adjustments
    Asking for recommendations

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


    Action and Information

    Internal audience
    External audience
    State your request
    Support the request
    Close the request

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


    Asking for Recommendations

    State the request


    Support your request
    Provide a rsum
    Express appreciation
    Provide instructions

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


    Making Claims and
    Requesting Adjustments
    Stay professional
    Expect a fair adjustment
    Document all correspondence
    State the problem
    Offer details and explanations
    Propose a specific action or solution

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


    Routine Replies
    and Positive Messages
    Start with the main idea
    Provide details and explanations
    End with a courteous close

    Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 11


    Common Routine Replies and
    Positive Messages
    Requests for information or action
    Grants of claims and requests for
    adjustment
    Recommendations
    Informative messages
    Good-news announcements
    Goodwill messages
    Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 12
    Requests for
    Information and Action
    The direct approach
    Prompt
    Gracious
    Thorough

    Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 13


    Claims and Requests
    for Adjustment
    Who is at fault?
    The company
    The customer
    A third party

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


    Recommendations
    Candidates full name
    Position or objective
    Nature of your relationship
    What prompted you to write
    Relevant facts, evidence, and
    comparisons
    Overall evaluation
    Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 15
    Informative Messages
    Reminder notices
    Upcoming events
    New procedures
    Workplace changes
    Policy statements
    Shipping and returns
    Sales discounts
    Company developments

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


    Good-News Announcements

    Direct approach
    Employment offers
    Careful wording
    Legal advice
    News releases
    Relevant information
    Public relations

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


    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 - 18


    Effective News Releases

    Minimize verbal clutter


    Focus on specifics
    Exercise restraint
    Follow industry conventions

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


    Fostering Goodwill

    Congratulations
    Appreciation
    Condolences

    Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 20

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