Writing Routine, Good-News, and Goodwill Messages

Prentice Hall, 2004

Business Communication Essentials

Chapter 7 - 1

The Three-Step Process

Audience

Message

Message

Planning

Writing

Completing

Audience
Prentice Hall, 2004 Business Communication Essentials Chapter 7 - 2

Routine Requests
Make Your Request Justify Your Request Conclude Your Message
Prentice Hall, 2004 Business Communication Essentials Chapter 7 - 3

State Your Request

Use a courteous tone Be specific and precise Assume reader compliance Avoid personal introductions Use questions and polite requests
Prentice Hall, 2004 Business Communication Essentials Chapter 7 - 4

Justify Your Request

Explain the request Offer reader benefits Ask questions

Prentice Hall, 2004

Business Communication Essentials

Chapter 7 - 5

Conclude Your Message

Request Specific Action Provide Contact Information Promote Goodwill
Prentice Hall, 2004 Business Communication Essentials Chapter 7 - 6

Types of Routine Requests

Business Orders Business Orders Information Information and Action and Action References and References and Recommendations Recommendations
Chapter 7 - 7

Claims and Claims and Adjustments Adjustments

Prentice Hall, 2004

Business Communication Essentials

Business Orders
State Your Request

Clarify the Order Provide Shipping Information

Prentice Hall, 2004 Business Communication Essentials Chapter 7 - 8

Action and Information

State Why You Are Writing Explain the Request Ask For Specific Action
Prentice Hall, 2004 Business Communication Essentials Chapter 7 - 9

Claims and Adjustments

State the Problem Support Your Assertions Propose a Solution
Prentice Hall, 2004 Business Communication Essentials Chapter 7 - 10

References and Recommendations

State the Request Provide a Rsum Say Thank You
Prentice Hall, 2004 Business Communication Essentials Chapter 7 - 11

Routine Replies and Positive Messages

Impart Impart Information Information Provide Provide Details Details
Prentice Hall, 2004 Business Communication Essentials

Answer Answer Questions Questions Promote Promote Goodwill Goodwill

Chapter 7 - 12

The Direct Approach

The Message

Main Idea

Relevant Details

Cordial Close

Receptive Audience
Prentice Hall, 2004 Business Communication Essentials Chapter 7 - 13

Types of Routine Replies and Positive Messages

Requests for Action and Information Claims and Requests for Adjustments Recommendations and References Messages That Promote Goodwill
Prentice Hall, 2004 Business Communication Essentials Chapter 7 - 14

Action and Information

Be Prompt
Use the Direct Approach

Be Gracious Be Thorough

Prentice Hall, 2004

Business Communication Essentials

Chapter 7 - 15

Claims and Adjustments

The Company The Customer A Third Party
Prentice Hall, 2004

Who is at fault?
Chapter 7 - 16

Business Communication Essentials

References and Recommendations

Be Forthright Stick to the Facts
Prentice Hall, 2004

Be Specific Avoid Value Judgments

Chapter 7 - 17

Business Communication Essentials

Goodwill Messages
Specific

Congratulations Congratulations

Sincere

Appreciation Appreciation

Restrained

Condolences Condolences

Honest

Prentice Hall, 2004

Business Communication Essentials

Chapter 7 - 18