© Prentice Hall, 2007Business Communication Essentials, 3eChapter Writing Routine and Positive Messages

© Prentice Hall, 2007Business Communication Essentials, 3eChapter PlanningWritingCompleting Analyze Situation Gather Information Select Medium Get Organized Revise Produce Proofread Distribute Analyze the Audience Analyze the Audience Compose the Message Compose the Message Three-Step Writing Process

© Prentice Hall, 2007Business Communication Essentials, 3eChapter Routine Request Strategy State the RequestExplain and JustifyClose the Message Practice CourtesyImportant QuestionsSpecific Request Assume ComplianceRelevant QuestionsContact Information Be SpecificOne-Topic QuestionsAppreciation/Goodwill

© Prentice Hall, 2007Business Communication Essentials, 3eChapter Types of Routine Requests Action and Information Recommendations Claims or Adjustments

© Prentice Hall, 2007Business Communication Essentials, 3eChapter Action and Information State the Request Support the Request Offer Reader Benefits

© Prentice Hall, 2007Business Communication Essentials, 3eChapter Recommendations State the Request Provide a Résumé Say “Thank You”

© Prentice Hall, 2007Business Communication Essentials, 3eChapter Claims and Adjustments State the problem Explain the problem Provide verification Propose a solution

© Prentice Hall, 2007Business Communication Essentials, 3eChapter Routine Replies and Positive Messages Overall Goals CommunicateInformationCommunicateInformation Answer All Questions QuestionsProvide Needed Details Provide Make a Good Impression Impression Positive ResponsesGoodwill Messages

© Prentice Hall, 2007Business Communication Essentials, 3eChapter Routine-Message Strategy The Message Receptive Audience Main Idea Relevant Details Relevant Details Cordial Close Cordial Close

© Prentice Hall, 2007Business Communication Essentials, 3eChapter Common Routine Replies and Positive Messages Action and InformationClaims and Adjustments RecommendationsInformative Messages AnnouncementsGoodwill Messages

© Prentice Hall, 2007Business Communication Essentials, 3eChapter Action and Information Be Prompt Be Gracious Be Thorough

© Prentice Hall, 2007Business Communication Essentials, 3eChapter Claims and Adjustments Who Is at Fault? TheCompanyTheCompanyTheCustomerTheCustomer A Third Party Party

© Prentice Hall, 2007Business Communication Essentials, 3eChapter Recommendations Candidate’s full name Position or objective Nature of your relationship What prompted you to write Relevant facts and evidence Overall evaluation

© Prentice Hall, 2007Business Communication Essentials, 3eChapter Informative Messages Notices Policies

© Prentice Hall, 2007Business Communication Essentials, 3eChapter Goodwill Messages Congratulations Appreciation Condolences

© Prentice Hall, 2007Business Communication Essentials, 3eChapter Reviewing Key Points Using the three-step process Making routine requests Sending routine replies Sending Positive messages