1. Chapter 7 Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 1 Writing Routine and Positive Messages

2. Learning Objectives 1.Outlining a strategy for routine requests 2.Reviewing common routine requests 3.Outlining a strategy for routine replies and positive messages 4.Describing examples of routine replies and positive messages Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 2

3. Strategy for Routine Requests Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 3

4. State the Request Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 4 ToneTone AudienceAudience SpecificsSpecifics

5. Supporting Questions Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 5 ImportantImportant RelevantRelevant One-TopicOne-Topic

6. Close the Request Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 6 ActionAction ContactContact AppreciationAppreciation

7. Common Examples of Routine Requests Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 7

8. Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 8 Information or Action The RequestThe Request SupportSupport Reader BenefitsReader Benefits

9. Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 9 Recommendations The RequestThe Request InformationInformation AppreciationAppreciation

10. Claims or Adjustments Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 10 The ProblemThe Problem EvidenceEvidence Specific ActionSpecific Action

11. Strategy for Routine Replies and Positive Messages Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 11

12. Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 12 Message Goals Communicate Information Leave a Good Impression Provide the Details Answer All Questions

13. Message Strategy Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 13 Main IdeaSupportClose ClearDetailsBenefits ConciseToneGoodwill

14. Common Examples of Routine Replies and Positive Messages Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 14

15. Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 15 Action or Information PromptPrompt GraciousGracious ThoroughThorough

16. Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 16 Claims or Adjustments Company Policy Assessment of Fault Assessment of Fault

17. Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 17 Company at Fault Acknowledge claim or complaintAcknowledge claim or complaint Sympathize with the customerSympathize with the customer Take responsibility for the outcomeTake responsibility for the outcome Explain your plan of actionExplain your plan of action Work to repair the relationshipWork to repair the relationship Follow up on your responseFollow up on your response

18. Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 18 Customer at Fault Refuse Claim Adjustment Cost Business Cost Grant Claim Deter Mistakes Keep Customers

19. Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 19 Third-Party at Fault Assess Situation Assess Situation Offer Solutions Offer Solutions No Blame Game No Blame Game

20. Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 20 Recommendations Candidate’s NamePosition or Objective Your RelationshipFacts and Evidence Comparative DataOverall Evaluation

21. Informative Messages Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 21

22. Pick Newsworthy ItemsPick Newsworthy Items Focus on One SubjectFocus on One Subject Stress Important IdeasStress Important Ideas Keep Statements BriefKeep Statements Brief Effective News Releases Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 22

23. Minimize Verbal ClutterMinimize Verbal Clutter Focus on SpecificsFocus on Specifics Exercise RestraintExercise Restraint Use Industry StandardsUse Industry Standards Effective News Releases Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 23

24. Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 24 Online News Releases

25. Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 25 Fostering Goodwill ► Offering Congratulations ► Showing Appreciation ► Condolences and Sympathy

26. Writing Routine and Positive Messages Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 26