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Writing Routine Requests. The Three-Step Process. Planning Writing Completing. Routine Requests. State your request Justify your request Conclude your message. State Your Request. Use a courteous tone Be specific and precise Assume reader compliance Avoid personal introductions
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Writing Routine Requests Business Communication Essentials
The Three-Step Process • Planning • Writing • Completing Business Communication Essentials
Routine Requests • State your request • Justify your request • Conclude your message Business Communication Essentials
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
Justify Your Request • Explain the request • Offer reader benefits • Ask questions Business Communication Essentials
Conclude Your Message • Request specific action • Provide contact information • Promote goodwill Business Communication Essentials
Types of Routine Requests • Business orders • Information and action • Claims and adjustments • References and recommendations Business Communication Essentials
Business Orders • State your request • Clarify the order • Provide shipping information Business Communication Essentials
Action and Information • State why you are writing • Explain the request • Ask for specific action Business Communication Essentials
Claims and Adjustments • State the problem • Support your assertions • Propose a solution Business Communication Essentials
Referencesand Recommendations • State the request • Provide a résumé • Say “Thank You” Business Communication Essentials
Routine Replies and Positive Messages • Overall goals • Impart information • Answer all questions • Provide required details • Make a good impression Business Communication Essentials
The Direct Approach • Main idea • Relevant details • Cordial close Business Communication Essentials
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
Action and Information • Be prompt • Be gracious • Be thorough Business Communication Essentials
Claims and Requestsfor Adjustment • Who is at fault? • The company • The customer • A third party Business Communication Essentials
References andRecommendations • Be forthright • Be specific • Stick to the facts • Avoid value judgments Business Communication Essentials
Goodwill Messages • Congratulations • Appreciation • Condolences Business Communication Essentials
Reviewing Key Points • Using the three-step process • Writing routine messages • Writing good-news messages • Writing goodwill messages Business Communication Essentials