Writing Routinen and Positive Messages

Writing Routinen and Positive Messages

Writing Routine and Positive Messages Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 7 - 1 The Three-Step Process Planning Writing Completing

Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 7 - 2 Routine Requests State the request Explain and justify the request Close the message Prentice Hall, 2007

Excellence in Business Communication, 7e Chapter 7 - 3 State the Request Use the right tone Consider the audience Punctuate properly Use specific language Prentice Hall, 2007

Excellence in Business Communication, 7e Chapter 7 - 4 Support the Request Ask important questions first Ask relevant questions Deal with one topic per question Prentice Hall, 2007 Excellence in Business Communication, 7e

Chapter 7 - 5 Close the Message Specific request Goodwill and appreciation Contact information Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 7 - 6

Routine Requests Information and action Claims and adjustments Recommendations Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 7 - 7 Action and Information Company insiders

Company outsiders Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 7 - 8 Recommendations State the request Provide a resume or other support Express appreciation

Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 7 - 9 Claims and Adjustments State the problem Offer details and explanations Propose a specific action or solution Prentice Hall, 2007

Excellence in Business Communication, 7e Chapter 7 - 10 Routine Replies and Positive Messages Start with the main idea Provide details and explanations End with a courteous close Prentice Hall, 2007 Excellence in Business Communication, 7e

Chapter 7 - 11 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, 2007 Excellence in Business Communication, 7e Chapter 7 - 12 Requests for

Information and Action The direct approach Prompt Gracious Thorough Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 7 - 13 Claims and Requests

for Adjustment Who is at fault? The company The customer A third party Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 7 - 14 References

and Recommendations Avoid overstatements Provide facts Avoid value judgments Balance praise and criticism Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 7 - 15 Informative Messages

Reminder notices Upcoming events New procedures Workplace changes Policy statements Shipping and returns Sales discounts Company developments Prentice Hall, 2007 Excellence in Business Communication, 7e

Chapter 7 - 16 Good-News Announcements Direct approach Employment offers Careful wording Legal advice News releases Relevant information Public relations

Prentice Hall, 2007 Excellence in Business Communication, 7e Chapter 7 - 17 Promoting Goodwill Congratulations Appreciation Condolences Prentice Hall, 2007

Excellence in Business Communication, 7e Chapter 7 - 18

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