© Prentice Hall, 2008 Business Communication Today, 9eChapter Writing Routine and Positive Messages

© Prentice Hall, 2008 Business Communication Today, 9eChapter The Three-Step Process Planning Writing Completing

© Prentice Hall, 2008 Business Communication Today, 9eChapter Making Routine Requests State the request (the main idea) Give details and justify the request Close by requesting specific action

© Prentice Hall, 2008 Business Communication Today, 9eChapter State the Request Pay attention to tone Assume audience will comply Be specific

© Prentice Hall, 2008 Business Communication Today, 9eChapter Support the Request Explain your initial request Stress reader benefits Ask questions –Ask important questions first –Ask relevant questions –Deal with one topic per question

© Prentice Hall, 2008 Business Communication Today, 9eChapter Close the Message Make a specific request Provide contact information Express appreciation and goodwill

© Prentice Hall, 2008 Business Communication Today, 9eChapter Routine Requests Asking for information and action Making claims and requesting adjustments Asking for recommendations

© Prentice Hall, 2008 Business Communication Today, 9eChapter Action and Information Internal audience External audience –State your request –Support the request –Close the request

© Prentice Hall, 2008 Business Communication Today, 9eChapter Asking for Recommendations State the request Support your request ésuméProvide a résumé Express appreciationExpress appreciation Provide instructionsProvide instructions

© Prentice Hall, 2008 Business Communication Today, 9eChapter Making Claims and Requesting Adjustments Stay professional Expect a fair adjustment Document all correspondence –State the problem –Offer details and explanations –Propose a specific action or solution

© Prentice Hall, 2008 Business Communication Today, 9eChapter Routine Replies and Positive Messages Start with the main idea Provide details and explanations End with a courteous close

© Prentice Hall, 2008 Business Communication Today, 9eChapter Common Routine Replies and Positive Messages Requests for information or action Grants of claims and requests for adjustment Recommendations Informative messages Good-news announcements Goodwill messages

© Prentice Hall, 2008 Business Communication Today, 9eChapter Requests for Information and Action The direct approach –Prompt –Gracious –Thorough

© Prentice Hall, 2008 Business Communication Today, 9eChapter Claims and Requests for Adjustment Who is at fault? –The company –The customer –A third party

© Prentice Hall, 2008 Business Communication Today, 9eChapter Recommendations Candidate’s full name Position or objective Nature of your relationship What prompted you to write Relevant facts, evidence, and comparisons Overall evaluation

© Prentice Hall, 2008 Business Communication Today, 9eChapter Informative Messages Reminder notices –Upcoming events –New procedures –Workplace changes Policy statements –Shipping and returns –Sales discounts –Company developments

© Prentice Hall, 2008 Business Communication Today, 9eChapter Good-News Announcements Direct approach –Employment offers Careful wording Legal advice –News releases Relevant information Public relations

© Prentice Hall, 2008 Business Communication Today, 9eChapter Effective News Releases Pick newsworthy events Focus on one subject Stress important ideas Keep statements brief

© Prentice Hall, 2008 Business Communication Today, 9eChapter Effective News Releases Minimize verbal clutter Focus on specifics Exercise restraint Follow industry conventions

© Prentice Hall, 2008 Business Communication Today, 9eChapter Fostering Goodwill Congratulations Appreciation Condolences