1. © Prentice Hall, 2004 Business Communication EssentialsChapter 7 - 1 Writing Routine, Good-News, and Goodwill Messages

2. © Prentice Hall, 2004 Business Communication EssentialsChapter 7 - 2 The Three-Step Process Planning Writing Completing

3. © Prentice Hall, 2004 Business Communication EssentialsChapter 7 - 3 Routine Requests Make your request Justify your request Conclude your message

4. © Prentice Hall, 2004 Business Communication EssentialsChapter 7 - 4 State Your Request Use a courteous tone Be specific and precise Assume reader compliance Avoid personal introductions Use questions and polite requests

5. © Prentice Hall, 2004 Business Communication EssentialsChapter 7 - 5 Justify Your Request Explain the request Offer reader benefits Ask questions

6. © Prentice Hall, 2004 Business Communication EssentialsChapter 7 - 6 Conclude Your Message Request specific action Provide contact information Promote goodwill

7. © Prentice Hall, 2004 Business Communication EssentialsChapter 7 - 7 Types of Routine Requests Business orders Information and action Claims and adjustments References and recommendations

8. © Prentice Hall, 2004 Business Communication EssentialsChapter 7 - 8 Business Orders State your request Clarify the order Provide shipping information

9. © Prentice Hall, 2004 Business Communication EssentialsChapter 7 - 9 Action and Information State why you are writing Explain the request Ask for specific action

10. © Prentice Hall, 2004 Business Communication EssentialsChapter 7 - 10 Claims and Adjustments State the problem Support your assertions Propose a solution

11. © Prentice Hall, 2004 Business Communication EssentialsChapter 7 - 11 References and Recommendations State the request ésuméProvide a résumé Say “Thank You”Say “Thank You”

12. © Prentice Hall, 2004 Business Communication EssentialsChapter 7 - 12 Routine Replies and Positive Messages Impart information Answer questions Provide details Promote goodwill

13. © Prentice Hall, 2004 Business Communication EssentialsChapter 7 - 13 The Direct Approach Main idea Relevant details Cordial close

14. © Prentice Hall, 2004 Business Communication EssentialsChapter 7 - 14 Types of Routine Replies and Positive Messages Requests for action and information Claims and requests for adjustments Recommendations and references Messages that promote goodwill

15. © Prentice Hall, 2004 Business Communication EssentialsChapter 7 - 15 Action and Information Be prompt Be gracious Be thorough

16. © Prentice Hall, 2004 Business Communication EssentialsChapter 7 - 16 Claims and Requests for Adjustment Who is at fault? –The company –The customer –A third party

17. © Prentice Hall, 2004 Business Communication EssentialsChapter 7 - 17 References and Recommendations Be forthright Be specific Stick to the facts Avoid value judgments

18. © Prentice Hall, 2004 Business Communication EssentialsChapter 7 - 18 Goodwill Messages Congratulations Appreciation Condolences