1. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 7 - 1 Writing Routine Messages

2. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 7 - 2 The Three-Step Process Completing Audience Message Writing Planning

3. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 7 - 3 Routine Requests State the Request Explain and Justify the Request Close the Message

4. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 7 - 4 State the Request Pay Attention to Tone Assume Audience Compliance Avoid Personal Introductions Use Specific Language

5. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 7 - 5 Support the Request Ask Important Questions First Ask Relevant Questions Deal With One Topic Per Question

6. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 7 - 6 Close the Request Goodwill and Appreciation ContactInformation Specific Action Three Important Elements Elements

7. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 7 - 7 Routine Requests Information and Action Claims and Adjustments Recommendations and References

8. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 7 - 8 Requesting Action and Information Company Insiders Company Outsiders

9. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 7 - 9 Making Claims and Requesting Adjustments State the Problem Offer Details and Explanation Propose Specific Action or Solution

10. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 7 - 10 Requesting References or Recommendations State the Request Provide a Résumé or Other Information ExpressAppreciation

11. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 7 - 11 Routine Replies and Positive Messages Start With the Main Idea Provide Details and Explanations End With a Courteous Close

12. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 7 - 12 Informative Messages ReminderNoticesReminderNotices PolicyStatementsPolicyStatements

13. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 7 - 13 Requests for Information and Action Choosing the Direct Approach Handling Potential Sales

14. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 7 - 14 Who Is at Fault? TheCompanyTheCompanyTheCustomerTheCustomer A Third Party Party Claims and Requests for Adjustments

15. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 7 - 15 Providing Recommendations and References Avoid Overstatements Be Specific Provide Facts Avoid Value Judgments

16. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 7 - 16 Sending Goodwill Messages Congratulations Appreciation Condolences