Chapter 8 - Routine and Positive Messages
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Transcript of Chapter 8 - Routine and Positive Messages
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8/11/2019 Chapter 8 - Routine and Positive Messages
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Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 1
Writing Routine and
Positive Messages
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8/11/2019 Chapter 8 - Routine and Positive Messages
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Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 2
Planning Writing Completing
Analyze Situation
Gather Information
Select Medium
Get Organized
Revise
Produce
Proofread
Distribute
Adapt to
the Audience
Compose
the Message
Three-Step Writing Process
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Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 3
Routine Requests
State Request
Support Request
Close Message
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Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 4
State the Request
Use the Right Tone
Assume Audience
Compliance
Use Specific Language
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Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 5
Support the Request
Explain the Request
Stress Reader Benefits
Ask Questions
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Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 6
Close the Message
Contact Information
Appreciation
and Goodwill
Specific Request
Three Important
Elements
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Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 7
Types of Routine Requests
Action and Information
Recommendations
Claims and Adjustments
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Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 8
Action and Information
Internal
Audience
External
Audience
State the Request
Support the Request
Close the Request
More Shared
Background
Less Shared
Background
Less
Formal
More
Formal
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Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 9
Recommendations
State the request
Support the request
Provide a rsum
Show appreciation
Provide instructions
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Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 10
Claims and Adjustments
Expect a Fair Adjustment
Document all Correspondence
RemainPositive
Be
Professiona
l
Problem Statement
Details and Explanations
Specific Actions or Solutions
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Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 11
Routine Replies
and Positive Messages
The Main Idea
Details and Support
A Courteous Close
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Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 12
Types of Routine Replies
and Positive MessagesRequests for information or action
Claims and adjustment requests
Recommendations
Informative messages
Good-news announcements
Goodwill messages
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Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 13
Requests for
Action and Information
Prompt
Gracious
Thorough
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Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 14
Claims and Requests for
Adjustment
Who Is at Fault?
TheCompany
TheCustomer
A ThirdParty
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Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 15
Recommendations
Candidates Full Name
Nature of the Relationship
Relevant Facts or Evidence
Position or Objective
Why You Are Writing
Comparison and Evaluation
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Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 16
Informative Messages
Reminder Notices
Upcoming Events
New Procedures
Workplace Changes
Policy Statements
Shipping and Returns
Sales Discounts
Company Developments
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Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 17
Good-News Announcements
Employment
Offers
News
Releases
Careful
WordingLegal Advice
Relevant
Information
Public
Relations
Direct Approach
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Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 18
Effective News Releases
Pick Newsworthy Events
Focus on One Subject
Stress Important Ideas
Keep Statements Brief
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Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 19
Effective News Releases
Minimize Verbal Clutter
Focus on Specifics
Exercise Restraint
Follow Industry Practices
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Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 20
Fostering Goodwill
Congratulations
Appreciation
Condolences