© Prentice Hall, 2005 Excellence in Business CommunicationChapter Writing Routine Messages

© Prentice Hall, 2005 Excellence in Business CommunicationChapter The Three-Step Process Completing Audience Message Writing Planning

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Routine Requests State the Request Explain and Justify the Request Close the Message

© Prentice Hall, 2005 Excellence in Business CommunicationChapter State the Request Pay Attention to Tone Assume Audience Compliance Avoid Personal Introductions Use Specific Language

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Support the Request Ask Important Questions First Ask Relevant Questions Deal With One Topic Per Question

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Close the Request Goodwill and Appreciation ContactInformation Specific Action Three Important Elements Elements

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Routine Requests Information and Action Claims and Adjustments Recommendations and References

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Requesting Action and Information Company Insiders Company Outsiders

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Making Claims and Requesting Adjustments State the Problem Offer Details and Explanation Propose Specific Action or Solution

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Requesting References or Recommendations State the Request Provide a Résumé or Other Information ExpressAppreciation

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Routine Replies and Positive Messages Start With the Main Idea Provide Details and Explanations End With a Courteous Close

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Informative Messages ReminderNoticesReminderNotices PolicyStatementsPolicyStatements

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Requests for Information and Action Choosing the Direct Approach Handling Potential Sales

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Who Is at Fault? TheCompanyTheCompanyTheCustomerTheCustomer A Third Party Party Claims and Requests for Adjustments

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Providing Recommendations and References Avoid Overstatements Be Specific Provide Facts Avoid Value Judgments

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Sending Goodwill Messages Congratulations Appreciation Condolences