© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Writing Routine and Positive Messages

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter The Three-Step Process Planning Writing Completing

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Routine Requests State the request Explain and justify the request Close the message

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter State the Request Use the right tone Consider the audience Punctuate properly Use specific language

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Support the Request Ask important questions first Ask relevant questions Deal with one topic per question

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Close the Message Specific request Goodwill and appreciation Contact information

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Routine Requests Information and action Claims and adjustments Recommendations

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Action and Information Company insiders Company outsiders

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Recommendations State the request Provide a resume or other support Express appreciation

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Claims and Adjustments State the problem Offer details and explanations Propose a specific action or solution

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Routine Replies and Positive Messages Start with the main idea Provide details and explanations End with a courteous close

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Types of Routine Replies and Positive Messages Requests for information or action Claims and adjustment requests Recommendations Informative messages Good-news announcements Goodwill messages

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Requests for Information and Action The direct approach –Prompt –Gracious –Thorough

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Claims and Requests for Adjustment Who is at fault? –The company –The customer –A third party

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter References and Recommendations Avoid overstatements Provide facts Avoid value judgments Balance praise and criticism

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Informative Messages Reminder notices –Upcoming events –New procedures –Workplace changes Policy statements –Shipping and returns –Sales discounts –Company developments

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Good-News Announcements Direct approach –Employment offers Careful wording Legal advice –News releases Relevant information Public relations

© Prentice Hall, 2007 Excellence in Business Communication, 7eChapter Promoting Goodwill Congratulations Appreciation Condolences