bovee bct12 ppt_ch10
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Chapter 10
Writing Routine and Positive Messages
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 1Chapter 10 -
Learning Objectives1. Outline a strategy for routine requests
2. Review common routine requests
3. Outline a strategy for routine replies and positive messages
4. Describe six types of routine replies and positive messages
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 2Chapter 10 -
Strategy for Routine Requests
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 3Chapter 10 -
State the Request
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 4Chapter 10 -
Pay Attention to Tone
Assume Audience Compliance
State Precisely What You Want
Explain the Request
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 5Chapter 10 -
Ask Important Questions First
Ask Only Relevant Questions
Limit Questions to One Topic
Close the Request
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 6Chapter 10 -
State a Specific Request
Provide Contact Information
Express Your Appreciation
Summary of Discussion
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Common Examples of Routine Requests
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Information or Action
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 9Chapter 10 -
• State the Request
• Support the Request
• Introduce Reader Benefits
Recommendations
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 10Chapter 10 -
• Request Recommendation
• Support the Request
• Express Your Appreciation
Claims or Adjustments
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 11Chapter 10 -
• State the Problem
• Provide an Explanation
• Request Specific Action
Summary of Discussion
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Strategy for Routine and Positive Messages
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Goals of the Message
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Communicate Information
Leave a Good Impression
Provide the Details
Answer All Questions
Message Strategy
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Main Idea Support Close
Clear Details Thank You
Concise Tone Follow-Up
Summary of Discussion
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Examples of Routine and Positive Messages
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 17Chapter 10 -
Action or Information
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 18Chapter 10 -
ThoroughPrompt Gracious
Answer All Questions
Leave a Good Impression
Encourage a Future Sale
Claims or Adjustments
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 19Chapter 10 -
•Interpret Policy•Determine Fault
Company at Fault• Acknowledge the claim or complaint• Sympathize with the customer• Take responsibility for the outcome• Explain your plan of action• Work to repair the relationship• Follow up on your response
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 20Chapter 10 -
Customer at FaultRefuse the Claim
Adjustment Cost
Business Cost
Grant the Claim
Deter Mistakes
Keep Customers
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 21Chapter 10 -
Third-Party at Fault
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 22Chapter 10 -
•Assess Situation•Offer Solutions•No Blame Game
Recommendations
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 23Chapter 10 -
Candidate Objective
Relationship Evidence
Comparisons Evaluation
Routine Information
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UpdatesStatusPoliciesProcedures
Announce Good News
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 25Chapter 10 -
•Facilities•Executives•Products•Services•Community
Effective News Releases
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 26Chapter 10 -
•Select Relevant, Newsworthy Items
•Focus on One Subject at a Time
•Put the Most Important Idea First
•Use Short Sentence and Paragraphs
Effective News Releases
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 27Chapter 10 -
•Eliminate Verbal Clutter
•Be as Specific as Possible
•Avoid Being Self-Congratulatory
•Follow Accepted Industry Standards
Social Media Releases
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 28Chapter 10 -
•Bullet-Points•Multimedia•Bookmarking
Fostering Goodwill
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 29Chapter 10 -
•Relationships•Information •Entertainment
Typical Messages
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•Congratulations•Appreciation•Condolences
Summary of Discussion
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 31Chapter 10 -
Chapter 10
Writing Routine and Positive Messages
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 32Chapter 10 -
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 33Chapter 10 -
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