Presentation is loading. Please wait.

Presentation is loading. Please wait.

© Prentice Hall, 2005 Business Communication Today 8eChapter 7 - 1 Writing Routine Messages.

Similar presentations


Presentation on theme: "© Prentice Hall, 2005 Business Communication Today 8eChapter 7 - 1 Writing Routine Messages."— Presentation transcript:

1 © Prentice Hall, 2005 Business Communication Today 8eChapter Writing Routine Messages

2 © Prentice Hall, 2005 Business Communication Today 8eChapter The Three-Step Process Planning Writing Completing

3 © Prentice Hall, 2005 Business Communication Today 8eChapter Routine Requests State the request Explain and justify the request Close the message

4 © Prentice Hall, 2005 Business Communication Today 8eChapter State the Request Use the right tone Consider the audience Punctuate properly Use specific language

5 © Prentice Hall, 2005 Business Communication Today 8eChapter Support the Request Ask important questions first Ask relevant questions Deal with one topic per question

6 © Prentice Hall, 2005 Business Communication Today 8eChapter Close the Message Specific request Goodwill and appreciation Contact information

7 © Prentice Hall, 2005 Business Communication Today 8eChapter Routine Requests Information and action Claims and adjustments References and recommendations

8 © Prentice Hall, 2005 Business Communication Today 8eChapter Requesting Action and Information Company insiders Company outsiders

9 © Prentice Hall, 2005 Business Communication Today 8eChapter Making Claims and Requesting Adjustments State the problem Offer details and explanations Propose a specific action or solution

10 © Prentice Hall, 2005 Business Communication Today 8eChapter Requesting References and Recommendations State the request ésumé or other informationProvide a résumé or other information Express appreciationExpress appreciation

11 © Prentice Hall, 2005 Business Communication Today 8eChapter Routine Messages and Positive Replies Start with the main idea Provide details and explanations End with a courteous close

12 © Prentice Hall, 2005 Business Communication Today 8eChapter Types of Routine Replies and Positive Messages Requests for information or action Claims and adjustment requests Recommendations Informative messages Good-news announcements Goodwill messages

13 © Prentice Hall, 2005 Business Communication Today 8eChapter Requests for Information and Action The direct approach –Prompt –Gracious –Thorough

14 © Prentice Hall, 2005 Business Communication Today 8eChapter Claims and Requests for Adjustment Who is at fault? –The company –The customer –A third party

15 © Prentice Hall, 2005 Business Communication Today 8eChapter References and Recommendations Avoid overstatements Provide facts Avoid value judgments Balance praise and criticism

16 © Prentice Hall, 2005 Business Communication Today 8eChapter Informative Messages Reminder notices –Upcoming events –New procedures –Workplace changes Policy statements –Shipping and returns –Sales discounts –Company developments

17 © Prentice Hall, 2005 Business Communication Today 8eChapter Good-News Announcements Direct approach –Employment offers Careful wording Legal advice –News releases Relevant information Public relations

18 © Prentice Hall, 2005 Business Communication Today 8eChapter Effective News Releases Pick newsworthy events Stress important ideas Keep statements brief

19 © Prentice Hall, 2005 Business Communication Today 8eChapter Effective News Releases Minimize verbal clutter Focus on specifics Exercise restraint

20 © Prentice Hall, 2005 Business Communication Today 8eChapter Sending Goodwill Messages Congratulations Appreciation Condolences


Download ppt "© Prentice Hall, 2005 Business Communication Today 8eChapter 7 - 1 Writing Routine Messages."

Similar presentations


Ads by Google