1. © Prentice Hall, 2008 Business Communication Today, 9eChapter 8 - 1 Writing Routine and Positive Messages

2. © Prentice Hall, 2008 Business Communication Today, 9eChapter 8 - 2 The Three-Step Process Planning Writing Completing

3. © Prentice Hall, 2008 Business Communication Today, 9eChapter 8 - 3 Making Routine Requests State the request (the main idea) Give details and justify the request Close by requesting specific action

4. © Prentice Hall, 2008 Business Communication Today, 9eChapter 8 - 4 State the Request Pay attention to tone Assume audience will comply Be specific

5. © Prentice Hall, 2008 Business Communication Today, 9eChapter 8 - 5 Support the Request Explain your initial request Stress reader benefits Ask questions –Ask important questions first –Ask relevant questions –Deal with one topic per question

6. © Prentice Hall, 2008 Business Communication Today, 9eChapter 8 - 6 Close the Message Make a specific request Provide contact information Express appreciation and goodwill

7. © Prentice Hall, 2008 Business Communication Today, 9eChapter 8 - 7 Routine Requests Asking for information and action Making claims and requesting adjustments Asking for recommendations

8. © Prentice Hall, 2008 Business Communication Today, 9eChapter 8 - 8 Action and Information Internal audience External audience –State your request –Support the request –Close the request

9. © Prentice Hall, 2008 Business Communication Today, 9eChapter 8 - 9 Asking for Recommendations State the request Support your request ésuméProvide a résumé Express appreciationExpress appreciation Provide instructionsProvide instructions

10. © Prentice Hall, 2008 Business Communication Today, 9eChapter 8 - 10 Making Claims and Requesting Adjustments Stay professional Expect a fair adjustment Document all correspondence –State the problem –Offer details and explanations –Propose a specific action or solution

11. © Prentice Hall, 2008 Business Communication Today, 9eChapter 8 - 11 Routine Replies and Positive Messages Start with the main idea Provide details and explanations End with a courteous close

12. © Prentice Hall, 2008 Business Communication Today, 9eChapter 8 - 12 Common Routine Replies and Positive Messages Requests for information or action Grants of claims and requests for adjustment Recommendations Informative messages Good-news announcements Goodwill messages

13. © Prentice Hall, 2008 Business Communication Today, 9eChapter 8 - 13 Requests for Information and Action The direct approach –Prompt –Gracious –Thorough

14. © Prentice Hall, 2008 Business Communication Today, 9eChapter 8 - 14 Claims and Requests for Adjustment Who is at fault? –The company –The customer –A third party

15. © Prentice Hall, 2008 Business Communication Today, 9eChapter 8 - 15 Recommendations Candidate’s full name Position or objective Nature of your relationship What prompted you to write Relevant facts, evidence, and comparisons Overall evaluation

16. © Prentice Hall, 2008 Business Communication Today, 9eChapter 8 - 16 Informative Messages Reminder notices –Upcoming events –New procedures –Workplace changes Policy statements –Shipping and returns –Sales discounts –Company developments

17. © Prentice Hall, 2008 Business Communication Today, 9eChapter 8 - 17 Good-News Announcements Direct approach –Employment offers Careful wording Legal advice –News releases Relevant information Public relations

18. © Prentice Hall, 2008 Business Communication Today, 9eChapter 8 - 18 Effective News Releases Pick newsworthy events Focus on one subject Stress important ideas Keep statements brief

19. © Prentice Hall, 2008 Business Communication Today, 9eChapter 8 - 19 Effective News Releases Minimize verbal clutter Focus on specifics Exercise restraint Follow industry conventions

20. © Prentice Hall, 2008 Business Communication Today, 9eChapter 8 - 20 Fostering Goodwill Congratulations Appreciation Condolences