Writing Routine, Good-News, and Goodwill Messages - PowerPoint PPT Presentation

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Writing Routine, Good-News, and Goodwill Messages

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  1. Writing Routine, Good-News, and Goodwill Messages Business Communication Essentials

  2. The Three-Step Process • Planning • Writing • Completing Business Communication Essentials

  3. Routine Requests • Make your request • Justify your request • Conclude your message Business Communication Essentials

  4. State Your Request • Use a courteous tone • Be specific and precise • Assume reader compliance • Avoid personal introductions • Use questions and polite requests Business Communication Essentials

  5. Justify Your Request • Explain the request • Offer reader benefits • Ask questions Business Communication Essentials

  6. Conclude Your Message • Request specific action • Provide contact information • Promote goodwill Business Communication Essentials

  7. Types of Routine Requests • Business orders • Information and action • Claims and adjustments • References and recommendations Business Communication Essentials

  8. Business Orders • State your request • Clarify the order • Provide shipping information Business Communication Essentials

  9. Action and Information • State why you are writing • Explain the request • Ask for specific action Business Communication Essentials

  10. Claims and Adjustments • State the problem • Support your assertions • Propose a solution Business Communication Essentials

  11. Referencesand Recommendations • State the request • Provide a résumé • Say “Thank You” Business Communication Essentials

  12. Routine Replies and Positive Messages • Impart information • Answer questions • Provide details • Promote goodwill Business Communication Essentials

  13. The Direct Approach • Main idea • Relevant details • Cordial close Business Communication Essentials

  14. Types of Routine Repliesand Positive Messages • Requests for action and information • Claims and requests for adjustments • Recommendations and references • Messages that promote goodwill Business Communication Essentials

  15. Action and Information • Be prompt • Be gracious • Be thorough Business Communication Essentials

  16. Claims and Requestsfor Adjustment • Who is at fault? • The company • The customer • A third party Business Communication Essentials

  17. References andRecommendations • Be forthright • Be specific • Stick to the facts • Avoid value judgments Business Communication Essentials

  18. Goodwill Messages • Congratulations • Appreciation • Condolences Business Communication Essentials