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

Transcription

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

2 Writing Routine and Positive Messages Routine Message? Positive Message? Chapter 8-2

3 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

4 Three-Step Writing Process Planning Writing Completing Analyze Situation Gather Information Adapt to the Audience Revise Produce Select Medium Get Organized Compose the Message Proofread Distribute Prentice Hall, 2008 Business Communication Today, 9e Chapter 8-4

5 Routine Requests State Request Support Request Close Message Prentice Hall, 2008 Business Communication Today, 9e Chapter 8-5

6 State the Request Use the Right Tone Assume Audience Compliance Use Specific Language Prentice Hall, 2008 Business Communication Today, 9e Chapter 8-6

7 Support the Request Explain the Request Stress Reader Benefits Ask Questions Prentice Hall, 2008 Business Communication Today, 9e Chapter 8-7

8 Close the Message Specific Request Three Important Elements Contact Information Appreciation and Goodwill Prentice Hall, 2008 Business Communication Today, 9e Chapter 8-8

9 Types of Routine Requests Action and Information Recommendations Claims and Adjustments Prentice Hall, 2008 Business Communication Today, 9e Chapter 8-9

10 Action and Information More Shared Background State the Request Less Shared Background Internal Audience Support the Request External Audience Less Formal Close the Request More Formal Prentice Hall, 2008 Business Communication Today, 9e Chapter 8-10

11 Recommendations State the request Support the request Provide a résumé Show appreciation Provide instructions Prentice Hall, 2008 Business Communication Today, 9e C ha

12 Routine Replies and Positive Messages The Main Idea Details and Support A Courteous Close Prentice Hall, 2008 Business Communication Today, 9e Chapter 8-12

13 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

14 Check List Routine Request Prentice Hall, 2008 Business Communication Today, 9e Chapter 8-14

15 Requests for Action and Information Prompt Gracious Thorough Prentice Hall, 2008 Business Communication Today, 9e Chapter 8-15

16 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

17 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

18 Check List: Routine Replies & Positive Messages Prentice Hall, 2008 Business Communication Today, 9e Chapter 8-18

19 Good-News Announcements Direct Approach Employment Offers News Releases Careful Wording Legal Advice Relevant Information Public Relations Prentice Hall, 2008 Business Communication Today, 9e Chapter 8-19

20 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

21 Effective News Releases Minimize Verbal Clutter Focus on Specifics Exercise Restraint Follow Industry Practices Prentice Hall, 2008 Business Communication Today, 9e Chapter 8-21

22 Claims and Requests for Adjustment Who Is at Fault? The Company The Customer A Third Party Prentice Hall, 2008 Business Communication Today, 9e Chapter 8-22

23 Check List: Claims & Adjustments Prentice Hall, 2008 Business Communication Today, 9e Chapter 8-23

24 Remain Positive Claims and Adjustments Expect a Fair Adjustment Problem Statement Details and Explanations Specific Actions or Solutions Be Professional Document all Correspondence Prentice Hall, 2008 Business Communication Today, 9e Chapter 8-24

25 Check List: Claims and Adjustments Prentice Hall, 2008 Business Communication Today, 9e Chapter 8-25

26 Fostering Goodwill Congratulations Appreciation Condolences Prentice Hall, 2008 Business Communication Today, 9e Chapter 8-26

27 Check List: Goodwill Messages Prentice Hall, 2008 Business Communication Today, 9e Chapter 8-27