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

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

© 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 Be specific Pay attention to tone Assume your audience will comply Don’t start with a personal introduction Punctuate polite requests and questions differently

© 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 Request specific action Provide contact information Express appreciation and goodwill

© Prentice Hall, 2003 Business Communication TodayChapter Routine Requests Placing orders Requesting information and action Making claims and requesting adjustments Requesting recommendations and references

© Prentice Hall, 2003 Business Communication TodayChapter Placing Orders The reader’s attitude Your requirements

© 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 explanations Propose a specific action or solution

© Prentice Hall, 2003 Business Communication TodayChapter Requesting References and Recommendations State the request ésumé or other informationProvide a résumé or other information Express appreciationExpress appreciation

© Prentice Hall, 2003 Business Communication TodayChapter Routine Announcements, Replies and Positive Messages Start with the main idea Provide details and explanations End with a courteous close

© Prentice Hall, 2003 Business Communication TodayChapter Informative Messages Reminder notices Policy statements

© 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? –The company –The customer –A third party

© Prentice Hall, 2003 Business Communication TodayChapter Providing Recommendations and References Avoid overstatements Provide facts Avoid value judgments Be specific

© Prentice Hall, 2003 Business Communication TodayChapter Good-News Announcements Offers of employment Products and operations

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