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Pertemuan 8 Writing Routine and Positive Messages Matakuliah: J0012/ Komunikasi Bisnis I Tahun : 2008.

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Presentation on theme: "Pertemuan 8 Writing Routine and Positive Messages Matakuliah: J0012/ Komunikasi Bisnis I Tahun : 2008."— Presentation transcript:

1 Pertemuan 8 Writing Routine and Positive Messages Matakuliah: J0012/ Komunikasi Bisnis I Tahun : 2008

2 Bina Nusantara Choosing the Approach Audience Reaction Message Opening Message Body Message Closing Eager/Interested/ Pleased/Neutral DispleasedUninterested/Unwilling Main idea, good news, or request Necessary details Cordial comment or statement about specific action Neutral buffer statement Reasons/justification, bad news, positive suggestion Cordial close Attention-getting statement/question Arousing interest, building desire Request for action

3 Bina Nusantara PlanningWritingCompleting Analyze Situation Gather Information Select Medium Get Organized Revise Produce Proofread Distribute Adapt to the Audience Adapt to the Audience Compose the Message Compose the Message Three-Step Writing Process

4 Bina Nusantara Routine Requests State Request State Request Support Request Support Request Close Message Close Message

5 Bina Nusantara State the Request Use the Right Tone Assume Audience Compliance Compliance Use Specific Language

6 Bina Nusantara Support the Request Explain the Request Stress Reader Benefits Ask Questions

7 Bina Nusantara Close the Message Contact Information Appreciation and Goodwill Specific Request Three Important Elements Elements

8 Bina Nusantara Types of Routine Requests Action and Information Recommendations Claims and Adjustments

9 Bina Nusantara Claims and Adjustments Expect a Fair Adjustment Document all Correspondence Remain Positive Be Professional Problem Statement Details and Explanations Specific Actions or Solutions

10 Bina Nusantara Recommendations State the request Support the request ésumé Provide a résumé Show appreciation Show appreciation Provide instructions Provide instructions

11 Bina Nusantara Routine Replies and Positive Messages The Main Idea Details and Support A Courteous Close

12 Bina Nusantara Types of Routine Replies and Positive Messages Requests for information or action Requests for information or action Claims and adjustment requests Claims and adjustment requests Recommendations Recommendations Informative messages Informative messages Good-news announcements Good-news announcements Goodwill messages Goodwill messages

13 Bina Nusantara Claims and Requests for Adjustment Who Is at Fault? TheCompanyTheCompanyTheCustomerTheCustomer A Third Party Party

14 Bina Nusantara Recommendations Candidate’s Full Name Nature of the Relationship Relevant Facts or Evidence Position or Objective Why You Are Writing Comparison and Evaluation

15 Bina Nusantara Informative Messages Reminder Notices Upcoming Events New Procedures Workplace Changes Policy Statements Shipping and Returns Sales Discounts Company Developments

16 Bina Nusantara Good-News Announcements EmploymentOffersEmploymentOffersNewsReleasesNewsReleases CarefulWordingCarefulWording Legal Advice RelevantInformationRelevantInformationPublicRelationsPublicRelations Direct Approach

17 Bina Nusantara Effective News Releases Pick Newsworthy Events Pick Newsworthy Events Focus on One Subject Focus on One Subject Stress Important Ideas Stress Important Ideas Keep Statements Brief Keep Statements Brief Minimize Verbal Clutter Minimize Verbal Clutter Focus on Specifics Focus on Specifics Exercise Restraint Exercise Restraint Follow Industry Practices Follow Industry Practices

18 Bina Nusantara Fostering Goodwill CongratulationsCongratulations AppreciationAppreciation CondolencesCondolences


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