Chapter 7 Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter Writing Routine and Positive Messages
© Prentice Hall, 2007Business Communication Essentials, 3e Chapter Key Writing Concepts Organization Active/passive language “You” orientation Reader benefit, alternative Respectful tone Formatting Spelling, grammar, punctuation, content Design & readability Closing with goodwill
Strategy for Routine Requests Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 3
State the Request Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter ToneTone AudienceAudience SpecificsSpecifics
Supporting Questions Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter ImportantImportant RelevantRelevant One-TopicOne-Topic
Close the Request Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter ActionAction ContactContact AppreciationAppreciation
Strategy for Routine Replies and Positive Messages Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 7
Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter Message Goals Communicate Information Leave a Good Impression Provide the Details Answer All Questions
Message Strategy Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter Main IdeaSupportClose ClearDetailsBenefits ConciseToneGoodwill
Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter Action or Information PromptPrompt GraciousGracious ThoroughThorough
Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter Claims or Adjustments Company Policy Assessment of Fault Assessment of Fault
Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter Company at Fault Acknowledge claim or complaintAcknowledge claim or complaint Sympathize with the customerSympathize with the customer Take responsibility for the outcomeTake responsibility for the outcome Explain your plan of actionExplain your plan of action Work to repair the relationshipWork to repair the relationship Follow up on your responseFollow up on your response
Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter Customer at Fault Refuse Claim Adjustment Cost Business Cost Grant Claim Deter Mistakes Keep Customers
Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter Third-Party at Fault Assess Situation Assess Situation Offer Solutions Offer Solutions No Blame Game No Blame Game
Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter Fostering Goodwill ► Offering Congratulations ► Showing Appreciation ► Condolences and Sympathy
Writing Routine and Positive Messages Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter