© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Writing Routine and Positive Messages

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter The Three-Step Process Planning Writing Completing

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Routine Requests State the request (the main idea) Give details and justify the request Close by requesting specific action

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter State the Request Pay attention to tone Assume audience will comply Be specific

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter 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 Excellence in Business Communication, 8eChapter Close the Message Make a specific request Provide contact information Express appreciation and goodwill

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Making Routine Requests Asking for information and action Making claims and requesting adjustments Asking for recommendations

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Action and Information Internal audience External audience –State your request –Support the request –Close the request

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Recommendations State the request Support your request ésuméProvide a résumé Express appreciationExpress appreciation Provide instructionsProvide instructions

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Claims and 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 Excellence in Business Communication, 8eChapter Routine Replies and Positive Messages Start with the main idea Provide details and explanations End with a courteous close

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Types of 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 Excellence in Business Communication, 8eChapter Requests for Information and Action The direct approach –Prompt –Gracious –Thorough

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Claims and Requests for Adjustment Who is at fault? –The company –The customer –A third party

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter When Your Company Is At Fault Acknowledge receipt of claim Take personal responsibility Sympathize with the customer Explain your plan of action Repair the relationship Follow up with the customer

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter When Others Are at Fault Customer At FaultThird Party At Fault Refuse the Claim Honor the Claim Consider Public Relations Honor the Claim Honor Claim but Deny Fault Refer to Third Party

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Recommendations Support praise with examples and facts Handle shortcomings with care

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Informative Messages Reminder notices –Upcoming events –New procedures –Workplace changes Policy statements –Shipping and returns –Sales discounts –Company developments

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Good-News Announcements Direct approach –Employment offers Careful wording Legal advice –News releases Relevant information Public relations

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Effective News Releases Pick newsworthy events Focus on one subject Stress important ideas Keep statements brief

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Effective News Releases Minimize verbal clutter Focus on specifics Exercise restraint Follow industry conventions

© Prentice Hall, 2008 Excellence in Business Communication, 8eChapter Fostering Goodwill Congratulations Appreciation Condolences