© Prentice Hall, 2003 Business Communication TodayChapter Writing Routine, Good-News, and Goodwill Messages

© Prentice Hall, 2003 Business Communication TodayChapter The Three-Step Process Completing Audience Message Writing Planning

© Prentice Hall, 2003 Business Communication TodayChapter Routine Requests State the Request Explain and Justify the Request Close the Message

© Prentice Hall, 2003 Business Communication TodayChapter State the Request Up Front Assume Your Audience Will Comply Be Specific Punctuate Polite Requests and Questions Differently Pay Attention to Tone Avoid Starting With Personal Introductions

© Prentice Hall, 2003 Business Communication TodayChapter Explain and Justify the Request Ask Important Questions First Ask Relevant Questions Deal With One Topic Per Question

© Prentice Hall, 2003 Business Communication TodayChapter Close the Request Goodwill and Appreciation ContactInformation SpecificRequest Three Important Elements Elements

© Prentice Hall, 2003 Business Communication TodayChapter Products and Services Information and Action Recommendations and References Claims and Adjustments Routine Requests (Form letters are often used)

© Prentice Hall, 2003 Business Communication TodayChapter Placing Orders The Reader’s Attitude YourRequirements

© Prentice Hall, 2003 Business Communication TodayChapter Requesting Action and Information Company Insiders Company Outsiders

© Prentice Hall, 2003 Business Communication TodayChapter Making Claims and Requesting Adjustments State the Problem Offer Details and Explanation Propose Specific Action or Solution

© Prentice Hall, 2003 Business Communication TodayChapter Requesting References or Recommendations State the Request Provide a Résumé or Other Information ExpressAppreciation

© Prentice Hall, 2003 Business Communication TodayChapter Routine Announcements, Replies and Positive Messages Start With the Main Idea Provide Details and Explanations (sales promotion when appropriate) End With a Courteous Close (and resale when appropriate)

© Prentice Hall, 2003 Business Communication TodayChapter Informative Messages ReminderNoticesReminderNotices PolicyStatementsPolicyStatements

© Prentice Hall, 2003 Business Communication TodayChapter Requests for Information and Action Choosing the Direct Approach Handling Potential Sales

© Prentice Hall, 2003 Business Communication TodayChapter Claims and Requests for Adjustment Who Is at Fault? TheCompanyTheCompanyTheCustomerTheCustomer A Third Party Party

© Prentice Hall, 2003 Business Communication TodayChapter Providing Recommendations and References (Beware of libel and slander) Avoid Overstatements Be Specific Provide Facts Avoid Value Judgments

© Prentice Hall, 2003 Business Communication TodayChapter Good News Announcements (News Releases) Offers of EmploymentProducts and Operations

© Prentice Hall, 2003 Business Communication TodayChapter Sending Goodwill Messages Congratulations Appreciation Condolences