Writing Routine and Positive Messages Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall

Learning Objectives Apply the three-step writing process to routine and positive messages Outline an effective strategy for writing routine requests Explain how to ask for specific action in a courteous manner Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall

Learning Objectives Describe a strategy for writing routine replies and positive messages Discuss the importance of knowing who is responsible when granting claims and requests for adjustment Discuss the value of goodwill messages and explain how to make them effective Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall

The Three-Step Process Planning Writing Completing Analyze Situation Gather Information Select Medium Get Organized Revise Produce Proofread Distribute Adapt to the Audience Compose the Message Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall

Routine Requests The direct approach State the request Support the request Close the message Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall

State the Request Use the right tone Assume compliance Be specific Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall

Support the Request Explain the request Propose benefits Ask questions Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall

Close the Message Specific request Contact information Appreciation and goodwill Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall

Common Requests Information and action Recommendations Claims and adjustments Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall

Information and Action Adapt to audience and situation State the request Support the request Offer reader benefits Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall

Requesting Recommendations The direct approach Make the request Establish rapport Express appreciation Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall

Claims and Adjustments State the problem Explain the problem Provide verification Propose actions and solutions Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall

Routine Replies and Positive Messages Overall goals Offer information Answer all questions Provide required details Make a good impression Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall

Routine Message Strategy Main idea Relevant details Cordial close Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall

Common Routine Replies and Positive Messages Information and action Claims and adjustments Recommendations Informative messages Good-news announcements Goodwill messages Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall

Information and Action Promptness Graciousness Thoroughness Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall

Claims and Adjustments Who is at fault? The company The customer A third party Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall

Company Is At Fault Acknowledge the claim or complaint Take responsibility for the outcome Sympathize with the customer Explain your plan of action Work to repair the relationship Follow up on your response Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall

Customer Is At Fault Refuse the claim Grant the claim Cost of adjustment Cost of lost business Grant the claim Discourage mistakes Maintain the customer Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall

Third Party Is At Fault Evaluate situation Offer solutions Avoid blame game Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall

Writing Recommendations Candidate’s full name Position or objective Nature of your relationship What prompted you to write Relevant facts and evidence Overall evaluation Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall

Informative Messages Reminder notices Policy statements Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall

Announcing Good News Direct to the news media Direct to consumers Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall

Goodwill Messages Congratulations Appreciation Condolences Business and personal occasions Appreciation Contributions and performance Condolences Caring and sympathy Copyright © 2011 Pearson Education, Inc. publishing as Prentice Hall