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Chapter 8

Chapter 8. Writing Routine & Positive Messages. Three Step Writing Process. Plan Your Message : analyze the situation, gather information, select the right medium Write Your Message : “you” attitude, remain neutral Complete Your Message : brief, straightforward, proofread, revise, distribute.

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Chapter 8

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  1. Chapter 8 Writing Routine & Positive Messages

  2. Three Step Writing Process • Plan Your Message: analyze the situation, gather information, select the right medium • Write Your Message: “you” attitude, remain neutral • Complete Your Message: brief, straightforward, proofread, revise, distribute.

  3. Routine Requests • Writing routine requests consist of: • State Your Request - pay attention to tone, assume the audience will comply and be specific. • Explain/Justify Your Request – ask the most important questions first, ask only relevant questions, deal with only one topic per question. • Request Specific Action – close the message with a specific request for action, express your gratitiude.

  4. Examples of Routine Messages • Answering requests for information • Granting claims and requests for adjustments • Providing recommendations • Announcing good news • Fostering goodwill

  5. When writing routine messages: Start with the main idea: Routine Message Rules

  6. When writing a routine message: Provide necessary details & explanation End with a courteous close Routine Message Rules

  7. Granting Claims/Adjustments • Whenever you communicate about a mistake, do it carefully. • Acknowledge receipt of the customer’s complaint • Take personal responsibility • Sympathize with the customer’s inconvenience • Explain precisely how you have resolved the issue • Take steps to repair the relationship • Follow up to verify

  8. Granting Claims when the Customer is at Fault • When the customer is at fault, you can choose to either: • Refuse the claim and attempt to justify your refusal. • Simply do what the customer asks.

  9. Writing Recommendations • When writing a recommendation, include the following details: • The candidate’s full name • The position or other objective the candidate is seeking. • The nature of your relationship • An indication of whether you are answering a request from the person or taking initiative • Facts of evidence relevant to the candidate • A comparison of this candidate’s potential with that of his/her peers. • Your overall evaluation of the candidates suitability.

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