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© Prentice Hall, 2003 Business Communication TodayChapter 7 - 1 Writing Routine, Good-News, and Goodwill Messages.

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Presentation on theme: "© Prentice Hall, 2003 Business Communication TodayChapter 7 - 1 Writing Routine, Good-News, and Goodwill Messages."— Presentation transcript:

1 © Prentice Hall, 2003 Business Communication TodayChapter 7 - 1 Writing Routine, Good-News, and Goodwill Messages

2 © Prentice Hall, 2003 Business Communication TodayChapter 7 - 2 The Three-Step Process Planning Writing Completing

3 © Prentice Hall, 2003 Business Communication TodayChapter 7 - 3 Routine Requests State the request Explain and justify the request Close the message

4 © Prentice Hall, 2003 Business Communication TodayChapter 7 - 4 State the Request Up Front Be specific Pay attention to tone Assume your audience will comply Don’t start with a personal introduction Punctuate polite requests and questions differently

5 © Prentice Hall, 2003 Business Communication TodayChapter 7 - 5 Explain and Justify the Request Ask important questions first Ask relevant questions Deal with one topic per question

6 © Prentice Hall, 2003 Business Communication TodayChapter 7 - 6 Close the Request Request specific action Provide contact information Express appreciation and goodwill

7 © Prentice Hall, 2003 Business Communication TodayChapter 7 - 7 Routine Requests Placing orders Requesting information and action Making claims and requesting adjustments Requesting recommendations and references

8 © Prentice Hall, 2003 Business Communication TodayChapter 7 - 8 Placing Orders The reader’s attitude Your requirements

9 © Prentice Hall, 2003 Business Communication TodayChapter 7 - 9 Requesting Action and Information Company insiders Company outsiders

10 © Prentice Hall, 2003 Business Communication TodayChapter 7 - 10 Making Claims and Requesting Adjustments State the problem Offer details and explanations Propose a specific action or solution

11 © Prentice Hall, 2003 Business Communication TodayChapter 7 - 11 Requesting References and Recommendations State the request ésumé or other informationProvide a résumé or other information Express appreciationExpress appreciation

12 © Prentice Hall, 2003 Business Communication TodayChapter 7 - 12 Routine Announcements, Replies and Positive Messages Start with the main idea Provide details and explanations End with a courteous close

13 © Prentice Hall, 2003 Business Communication TodayChapter 7 - 13 Informative Messages Reminder notices Policy statements

14 © Prentice Hall, 2003 Business Communication TodayChapter 7 - 14 Requests for Information and Action Choosing the direct approach Handling potential sales

15 © Prentice Hall, 2003 Business Communication TodayChapter 7 - 15 Claims and Requests for Adjustment Who is at fault? –The company –The customer –A third party

16 © Prentice Hall, 2003 Business Communication TodayChapter 7 - 16 Providing Recommendations and References Avoid overstatements Provide facts Avoid value judgments Be specific

17 © Prentice Hall, 2003 Business Communication TodayChapter 7 - 17 Good-News Announcements Offers of employment Products and operations

18 © Prentice Hall, 2003 Business Communication TodayChapter 7 - 18 Sending Goodwill Messages Congratulations Appreciation Condolences


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