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    Writing Routine and Positive Messages: Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 1

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    Writing Routine and Positive Messages: Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 1

    Uploaded by

    shumaila parveen
    104 views27 pages

    Original Title

    Chap8

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    Copyright:

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    Download as pdf or txt
    104 views27 pages

    Writing Routine and Positive Messages: Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 1

    Uploaded by

    shumaila parveen

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 27

    Writing Routine and

    Positive Messages

    © Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 1


    Writing Routine and
    Positive Messages
    • Routine Message?

    • Positive Message?

    Chapter 8 - 2
    Writing Routine and Positive
    Messages
    1. Three Step Process
    2. Strategy for Routine Requests
    3. Routine Replies
    4. Announcements & News Releases
    5. Claims and Adjustments
    6. Goodwill Messages
    Three-Step Writing Process

    Planning Writing Completing

    Analyze Situation Revise


    Adapt to
    the Audience
    Gather Information Produce

    Select Medium Proofread


    Compose
    the Message
    Get Organized Distribute

    © Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 4


    Routine Requests

    State Request

    Support Request

    Close Message

    © Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 5


    State the Request

    Use the Right Tone

    Assume Audience
    Compliance

    Use Specific Language

    © Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 6


    Support the Request
    Explain the Request

    Stress Reader Benefits

    Ask Questions

    © Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 7


    Close the Message
    Specific Request

    Three Important
    Contact Information
    Elements

    Appreciation
    and Goodwill
    © Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 8
    Types of Routine Requests

    Action and Information

    Recommendations

    Claims and Adjustments

    © Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 9


    Action and Information

    More Shared Less Shared


    Background
    State the Request Background

    Internal External
    Support the Request
    Audience Audience

    Less More
    Formal
    Close the Request Formal

    © Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 10


    Recommendations
     State the request

     Support the request

     Provide a résumé

     Show appreciation

     Provide instructions
    © Prentice Hall, 2008 Business Communication Today, 9e C
    ha
    Routine Replies
    and Positive Messages
    The Main Idea

    Details and Support

    A Courteous Close

    © Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 12


    Types of Routine Replies
    and Positive Messages
    Requests for information or action
    Claims and adjustment requests
    Recommendations
    Informative messages
    Good-news announcements
    Goodwill messages
    © Prentice Hall, 2008 Business Communication Today, 9e C
    ha
    Check List – Routine
    Request

    © Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 14


    Requests for
    Action and Information

    Prompt

    Gracious

    Thorough

    © Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 15


    Recommendations
    Candidate’s Full Name Position or Objective

    Nature of the Relationship Why You Are Writing

    Relevant Facts or Evidence Comparison and Evaluation

    © Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 16


    Informative Messages

    Reminder Notices Policy Statements

    Upcoming Events Shipping and Returns

    New Procedures Sales Discounts

    Workplace Changes Company Developments

    © Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 17


    Check List: Routine Replies
    & Positive Messages

    © Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 18


    Good-News Announcements

    Direct Approach

    Employment News
    Offers Releases

    Careful Relevant Public


    Legal Advice
    Wording Information Relations

    © Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 19


    Effective News Releases
    Pick Newsworthy Events

    Focus on One Subject

    Stress Important Ideas

    Keep Statements Brief


    © Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 20
    Effective News Releases
    Minimize Verbal Clutter

    Focus on Specifics

    Exercise Restraint

    Follow Industry Practices


    © Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 21
    Claims and Requests for
    Adjustment

    Who Is at Fault?

    The The A Third


    Company Customer Party

    © Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 22


    Check List: Claims &
    Adjustments

    © Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 23


    Claims and Adjustments
    Expect a Fair Adjustment

    Problem Statement
    Remain Positive

    Be Professional
    Details and Explanations

    Specific Actions or Solutions

    Document all Correspondence


    © Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 24
    Check List: Claims and
    Adjustments

    © Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 25


    Fostering Goodwill

    Congratulations

    Appreciation

    Condolences

    © Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 26


    Check List: Goodwill
    Messages

    © Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 27

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