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Writing Routine and Positive Messages

Writing Routine and Positive Messages. The Three-Step Process. Planning Writing Completing. Routine Requests. State the request Explain and justify the request Close the message. State the Request. Use the right tone Consider the audience Punctuate properly Use specific language.

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Writing Routine and Positive Messages

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  1. Writing Routine and Positive Messages Excellence in Business Communication, 7e

  2. The Three-Step Process • Planning • Writing • Completing Excellence in Business Communication, 7e

  3. Routine Requests • State the request • Explain and justify the request • Close the message Excellence in Business Communication, 7e

  4. State the Request • Use the right tone • Consider the audience • Punctuate properly • Use specific language Excellence in Business Communication, 7e

  5. Support the Request • Ask important questions first • Ask relevant questions • Deal with one topic per question Excellence in Business Communication, 7e

  6. Close the Message • Specific request • Goodwill and appreciation • Contact information Excellence in Business Communication, 7e

  7. Routine Requests • Information and action • Claims and adjustments • Recommendations Excellence in Business Communication, 7e

  8. Action and Information • Company insiders • Company outsiders Excellence in Business Communication, 7e

  9. Recommendations • State the request • Provide a resume or other support • Express appreciation Excellence in Business Communication, 7e

  10. Claims and Adjustments • State the problem • Offer details and explanations • Propose a specific action or solution Excellence in Business Communication, 7e

  11. Routine Replies and Positive Messages • Start with the main idea • Provide details and explanations • End with a courteous close Excellence in Business Communication, 7e

  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 Excellence in Business Communication, 7e

  13. Requests forInformation and Action • The direct approach • Prompt • Gracious • Thorough Excellence in Business Communication, 7e

  14. Claims and Requestsfor Adjustment • Who is at fault? • The company • The customer • A third party Excellence in Business Communication, 7e

  15. Referencesand Recommendations • Avoid overstatements • Provide facts • Avoid value judgments • Balance praise and criticism Excellence in Business Communication, 7e

  16. Informative Messages • Reminder notices • Upcoming events • New procedures • Workplace changes • Policy statements • Shipping and returns • Sales discounts • Company developments Excellence in Business Communication, 7e

  17. Good-News Announcements • Direct approach • Employment offers • Careful wording • Legal advice • News releases • Relevant information • Public relations Excellence in Business Communication, 7e

  18. Promoting Goodwill • Congratulations • Appreciation • Condolences Excellence in Business Communication, 7e

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