1 / 21

Chapter 6: Routine & Goodwill Messages

Rasooldad AMIRY Jordan BROWN Alexandra DEAN Anita HSIEH Nicolas MARTIN. Chapter 6: Routine & Goodwill Messages. 1. What are Routine & Goodwill Messages?. A basic form of communication used in every day business Examples include: claims, orders, adjustments and appreciations

terry
Télécharger la présentation

Chapter 6: Routine & Goodwill Messages

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Rasooldad AMIRY • Jordan BROWN • Alexandra DEAN • Anita HSIEH • Nicolas MARTIN Chapter 6: Routine & Goodwill Messages 1

  2. What are Routine & Goodwill Messages? • A basic form of communication used in every day business • Examples include: claims, orders, adjustments and appreciations • Usually overlooked but are just as important as a business report 2

  3. Direct Writing Plan • Make purpose clear from the start • Save time and carry impact • Straightforward 3

  4. Direct Writing Plan • Three-Steps Writing Structure: • Opening: delivers the main message • Middle: explains details • Closing: ends pleasantly 4

  5. Requests • How to ask for something you need • Request Memo: a message that asks the reader to perform a routine action 5

  6. Requests • Put the main idea first • Give a reason for the request or state its benefit in the second paragraph • Introduce multiple requests or questions with a summary statement • Anticipate details 6

  7. Requests • Strike a tone that is right for your reader • Keep minor points to a minimum • Use a layout that focuses attention on your request • Close in a courteous and efficient way 7

  8. Responses • The answer to a request • Determine if you are the right person to handle the response • Reply as soon as you possibly can • Begin with good news or the most important piece of information 8

  9. Responses • Design your response to be useful • Use the company’s ethical guidelines • Make your closing work for you • Always revise your work 9

  10. Goodwill Messages • Enhances the value of a business beyond its tangible assets • Creates a bond of friendship and establishes trust between the writer and recipient • Thanks, Sympathy or Condolences 10

  11. Goodwill Messages • “It’s the thought that counts” • Puts you in a positive light • Enhances your visibility • Others more willing to help you in the future 11

  12. Goodwill Messages • Personal: • Specific details • Meaningful • Not mechanical • Prompt: • Send message while news and events are still fresh in the reader’s memory 12

  13. Goodwill Messages • Spontaneous, Short and Sincere: • Sound honest • Avoid clichéd expressionsex: “I hope...” or “I trust...” 13

  14. Informative Letters • Announcement • A message that makes something known • Cover or Transmittal Letters • An informative letter that accompanies materials sent from one person to another & why they are sent • Instructional Letters/Memo • Explains a process, activity or operation 14

  15. Letter Format • Letters Balance and Placement • Professional looking • Centred vertically and horizontally • Unjustified right margins makes it easier to read • Letter Style and Layouts • Determined by the company • Full block, modified block and simplified 15

  16. Letter Format (cont’d) • Letter Elements • Letterhead/Return Address • Dateline • Delivery/Confidential Notation • Inside Address • Attention Line • Reference Line • Salutation 16

  17. Letter Elements • Subject Line (optional) • Message Body • Complementary Close • Signature Block • Identification Initials • Enclosure Notation • Copy Notation • Continuation Page Heading 17

  18. Letter Formats (cont’d) • Addressing Envelopes • Follow Canada Post guidelines 18

  19. Bibliography • Bock, Wally (ZeroDraftBlog). Twitter. Twitter, Inc., n.d. Tweet. 19 November 2012. <https://twitter.com/ZeroDraftBlog> • "Business Communication Quarterly." Sage Journal. Association for Business Communication, 1969. Web. 19 November 2012. <http://bcq.sagepub.com/> • “Business Letter.” Dmoz. AOL, 2011. Web. 19 November 2012. <http://www.dmoz.org/Business/Business_Services/Communications/Writing_and_Editing/Writing/Business_Letters/> • "Business Letter." Wikipedia, The Free Encyclopedia. Wikimedia Foundation, Inc. 22 July 2004. Web. 19 November 2012.< http://en.wikipedia.org/wiki/Business_letter> • “Business Letter: Accentuating the Positives.” The Purdue OWL Family of Sites. The Writing Lab, The OWL at Purdue and Purdue University, 21 April 2010. Web. 19 November 2012. <http://owl.english.purdue.edu/owl/resource/654/1/> • “Business Writing with UpWrite Press.” UpWrite Press. UpWrite Press, 2002. Web. 19 November 2012. <https://www.facebook.com/UpWritePress> 19

  20. Bibliography Cont’d • Case, Alex, et al. “Forum: Letter Writing.” English Language (ESL) Learning. UsingEnglish.com, n.d. Web. 19 November 2012. <http://www.usingenglish.com/forum/letter-writing/> • Clark, Jonathan. Business Writing Solutions. Business Writing Solutions, n.d. Web. 19 November 2012. <http://www.businesswritingsolutions.com/> • Dana, Heather, Carol Hancock, and JoDee Phillips. "The Future of Business: Merit in Writing Across the Curriculum." American Journal of Business Education 4.10 (2011): 51-8. ABI/INFORM Complete; ABI/INFORM Trade & Industry. Web. 19 Nov. 2012. • Gaertner-Johnston, Lynn. Business Writing:How to Write. Syntax Training, 2005. Web. 19 November 2012. <http://www.businesswritingblog.com/business_writing/how_to_write_____/> • Segling, Jeffrey L. And Edward Coleman. The AMA Handbook of Business Letters. New York: AMACOM, 2007. Print. • UpWritePress. “The Key Forms of Business Writing: Basic Letter.” Youtube. Youtube, 6 March 2009. Web. 19 November 2012. <http://www.youtube.com/watch?v=I2txr6OY5dY> 20 20

  21. Zenome / Chapter 6: Routine & Goodwill Messages • <http://zenome.com/directory/index.php?parentID=007.065.006.999> 21

More Related