1. Writing Routine Messages
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Excellence in Business Communication

2. The Three-Step Process
Planning
Writing
Completing
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Excellence in Business Communication

3. Excellence in Business Communication
Routine Requests
State the request
Explain and justify the request
Close cordially
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Excellence in Business Communication

4. Excellence in Business Communication
State the Request
Pay attention to tone
Assume audience compliance
Avoid personal introductions
Be specific
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Excellence in Business Communication

5. Excellence in Business Communication
Support the Request
Ask important questions first
Ask relevant questions
Use one-topic questions
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Excellence in Business Communication

6. Excellence in Business Communication
Close the Request
Request specific action
Provide contact information
Express appreciation and goodwill
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Excellence in Business Communication

7. Excellence in Business Communication
Routine Requests
Requesting information and action
Making claims and requesting adjustments
Requesting recommendations and references
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Excellence in Business Communication

8. Requesting Action and Information
Company insiders
Company outsiders
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Excellence in Business Communication

9. Making Claims and Requesting Adjustments
State the problem
Offer details and explanations
Propose a specific action or solution
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Excellence in Business Communication

10. Requesting References and Recommendations
State the request
Provide a résumé or other information
Express appreciation
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Excellence in Business Communication

11. Routine Replies and Positive Messages
Start with the main idea
Provide details and explanations
End with a courteous close
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Excellence in Business Communication

12. Excellence in Business Communication
Informative Messages
Reminder notices
Policy statements
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Excellence in Business Communication

13. Requests for Information and Action
Choosing the direct approach
Handling potential sales
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Excellence in Business Communication

14. Claims and Requests for Adjustment
Who is at fault?
The company
The customer
A third party
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Excellence in Business Communication

15. Providing Recommendations and References
Avoid overstatements
Provide facts
Avoid value judgments
Be specific
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Excellence in Business Communication

16. Sending Goodwill Messages
Congratulations
Appreciation
Condolences
© Prentice Hall, 2005
Excellence in Business Communication