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© 2005 Pearson Education Canada Inc Business Communication EssentialsChapter 7 - 1 Writing Routine, Good-News, and Goodwill Messages.

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Presentation on theme: "© 2005 Pearson Education Canada Inc Business Communication EssentialsChapter 7 - 1 Writing Routine, Good-News, and Goodwill Messages."— Presentation transcript:

1 © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter Writing Routine, Good-News, and Goodwill Messages

2 © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter From The Real World When we ask for action, most people appreciate it when you tell them directly what you want, how it affects them, and why it is important to do it. At the same time we are making these requests, we also have to build or maintain a positive relationship with the reader. A positive impression will help you get the action you want. Fred G. Withers, Managing Partner Ernst & Young, Vancouver

3 © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter The Three-Step Process Completing Audience Message Writing Planning

4 © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter Routine Requests Make Your Request Justify Conclude Your Message

5 © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter State Your Request Use a courteous toneUse a courteous tone Be specific and preciseBe specific and precise Assume reader complianceAssume reader compliance Avoid personal introductionsAvoid personal introductions Use questions and polite requestsUse questions and polite requests

6 © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter Justify Your Request Explain the request Offer reader benefits Ask questions

7 © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter Conclude Your Message Request Specific Action Provide Contact Information Promote Goodwill

8 © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter Types of Routine Requests Business Orders Claims and Adjustments AdjustmentsInformation and Action Information References and Recommendations Recommendations

9 © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter Business Orders State Your Request Clarify the Order Provide Shipping Information

10 © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter Action and Information State Why You Are Writing Explain the Request Ask For Specific Action

11 © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter Claims and Adjustments State the Problem Support Your Assertions Propose a Solution

12 © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter References and Recommendations State the Request Provide a Résumé Say “Thank You”

13 © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter Routine Replies and Positive Messages ImpartInformationImpartInformationAnswerQuestionsAnswerQuestions ProvideDetailsProvideDetailsPromoteGoodwillPromoteGoodwill

14 © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter The Direct Approach The Message Receptive Audience Main Idea Relevant Details Cordial Close

15 © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter Types of Routine Replies and Positive Messages Requests for Action and Information Claims and Requests for Adjustments Recommendations and References Messages That Promote Goodwill

16 © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter Action and Information Be Prompt Be Gracious Be Thorough Use the Direct Approach

17 © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter Claims and Adjustments Who is at fault? The Company The Customer A Third Party

18 © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter References and Recommendations Be Forthright Stick to the Facts Be Specific Avoid Value Judgments

19 © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter Goodwill Messages CongratulationsCongratulations AppreciationAppreciation CondolencesCondolences Sincere Honest Specific Restrained

20 © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter Real World Applications When organizing request messages, why is it important to know whether any cultural differences exist between you and your audience? Let’s discuss!

21 © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter Real World Applications Your company’s error cost an important business customer a new client; you know it and your customer knows it. Do you apologize, or do you refer to the incident in a positive light without admitting any responsibility? Let’s discuss!

22 © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter Real World Applications You’ve been asked to write a letter of recommendation for an employee who uses a wheelchair. The disability has no effect on the employee’s ability to do the job, and you feel confident about writing a positive recommendation. You know the prospective company’s facilities aren’t well suited to wheelchair access. Do you mention the employee’s disability in your letter? Let’s discuss!

23 © 2005 Pearson Education Canada Inc Business Communication EssentialsChapter Real World Applications Every time you send a direct-request memo to Ted Jackson, he delays or refuses to comply. Should you send Jackson a memo to ask what’s wrong? Should you complain to your supervisor about Jackson’s uncooperative attitude? Should you arrange a face-to-face meeting with Jackson? Should you bring up the problem at the next staff meeting? Let’s discuss!


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