copyright © 2010 pearson education internationalchapter 8 - 1 writing routine and positive messages
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Copyright © 2010 Pearson Education International Chapter 8 - 1
Writing Routine and Writing Routine and Positive MessagesPositive Messages
Copyright © 2010 Pearson Education International Chapter 8 - 2
Learning ObjectivesLearning Objectives
• Apply the three-step writing process to
routine and positive messages
• Outline an effective strategy for writing
routine requests
• Explain how to ask for specific action in a
courteous manner
Copyright © 2010 Pearson Education International Chapter 8 - 3
Learning ObjectivesLearning Objectives
• Describe a strategy for writing routine replies
and positive messages
• Discuss the importance of knowing who is
responsible when granting claims and
requests for adjustment
• Discuss the value of goodwill messages and
explain how to make them effective
Copyright © 2010 Pearson Education International Chapter 8 - 4
The Three-Step ProcessThe Three-Step Process
Writing CompletingPlanning
Analyze Situation
Gather Information
Select Medium
Get Organized
Revise
Produce Message
Proofread Message
Distribute Message
Adapt to the Audience
Composethe Message
Copyright © 2010 Pearson Education International Chapter 8 - 5
Routine RequestsRoutine Requests
• The direct approach
– State the request
– Support the request
– Close the message
Copyright © 2010 Pearson Education International Chapter 8 - 6
State the RequestState the Request
• Use the right tone
• Assume compliance
• Be specific
Copyright © 2010 Pearson Education International Chapter 8 - 7
Support the RequestSupport the Request
• Explain the request
• Propose benefits
• Ask questions
Copyright © 2010 Pearson Education International Chapter 8 - 8
Close the MessageClose the Message
• Specific request
• Contact information
• Appreciation and goodwill
Copyright © 2010 Pearson Education International Chapter 8 - 9
Common RequestsCommon Requests
• Information and action
• Recommendations
• Claims and adjustments
Copyright © 2010 Pearson Education International Chapter 8 - 10
Information and ActionInformation and Action
• Adapt to audience and situation
– State the request
– Support the request
– Offer reader benefits
Copyright © 2010 Pearson Education International Chapter 8 - 11
RecommendationsRecommendations
• The direct approach
–Make the request
– Establish rapport
– Express appreciation
Copyright © 2010 Pearson Education International Chapter 8 - 12
Claims and AdjustmentsClaims and Adjustments
• State the problem
• Explain the problem
• Provide verification
• Propose actions and solutions
Copyright © 2010 Pearson Education International Chapter 8 - 13
Routine Replies Routine Replies and Positive Messagesand Positive Messages
• Overall goals
– Communicate information
– Answer all questions
– Provide required details
–Make a good impression
Copyright © 2010 Pearson Education International Chapter 8 - 14
Routine-Message Routine-Message StrategyStrategy
• Main idea
• Relevant details
• Cordial close
Copyright © 2010 Pearson Education International Chapter 8 - 15
Common Routine RepliesCommon Routine Repliesand Positive Messagesand Positive Messages
• Information and action
• Claims and adjustments
• Recommendations
• Informative messages
• Good-news announcements
• Goodwill messages
Copyright © 2010 Pearson Education International Chapter 8 - 16
Information and ActionInformation and Action
• Promptness
• Graciousness
• Thoroughness
Copyright © 2010 Pearson Education International Chapter 8 - 17
Claims and AdjustmentsClaims and Adjustments
• Who is at fault?
– The company
– The customer
– A third party
Copyright © 2010 Pearson Education International Chapter 8 - 18
Company Is at FaultCompany Is at Fault
• Acknowledge claim or complaint
• Take responsibility for the outcome
• Sympathize with the customer
• Explain your plan of action
• Work to repair the relationship
• Follow up on your response
Copyright © 2010 Pearson Education International Chapter 8 - 19
Customer Is at FaultCustomer Is at Fault
• Refuse the claim– Cost of adjustment– Cost of lost business
• Grant the claim– Discourage mistakes–Maintain the customer
Copyright © 2010 Pearson Education International Chapter 8 - 20
Third-Party Is a FaultThird-Party Is a Fault
• Evaluate situation
• Offer solutions
• Avoid blame game
Copyright © 2010 Pearson Education International Chapter 8 - 21
Recommendations Recommendations
• Candidate’s full name
• Position or objective
• Nature of your relationship
• What prompted you to write
• Relevant facts and evidence
• Overall evaluation
Copyright © 2010 Pearson Education International Chapter 8 - 22
Informative MessagesInformative Messages
• Reminder notices
• Policy statements
Copyright © 2010 Pearson Education International Chapter 8 - 23
Good-News Good-News AnnouncementsAnnouncements
• Direct approach
– Employment offers
– News releases
Copyright © 2010 Pearson Education International Chapter 8 - 24
Effective News ReleasesEffective News Releases
• Pick newsworthy events
• Focus on one subject
• Stress important ideas
• Keep statements brief
Copyright © 2010 Pearson Education International Chapter 8 - 25
Effective News ReleasesEffective News Releases
• Minimize verbal clutter
• Focus on specifics
• Exercise restraint
• Follow industry practices
Copyright © 2010 Pearson Education International Chapter 8 - 26
Goodwill MessagesGoodwill Messages
• Congratulations
– Business and personal occasions
• Appreciation
– Good feelings and performance
• Condolences
– Caring and sympathy
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