copyright © 2010 pearson education internationalchapter 8 - 1 writing routine and positive messages

Copyright © 2010 Pearson Education International Chapter 8 - 1

Writing Routine and Writing Routine and Positive MessagesPositive Messages


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


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


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


Routine RequestsRoutine Requests

• The direct approach

– State the request

– Support the request

– Close the message


State the RequestState the Request

• Use the right tone

• Assume compliance

• Be specific


Support the RequestSupport the Request

• Explain the request

• Propose benefits

• Ask questions


Close the MessageClose the Message

• Specific request

• Contact information

• Appreciation and goodwill


Common RequestsCommon Requests

• Information and action

• Recommendations

• Claims and adjustments


Information and ActionInformation and Action

• Adapt to audience and situation

– State the request

– Support the request

– Offer reader benefits


RecommendationsRecommendations

• The direct approach

–Make the request

– Establish rapport

– Express appreciation


Claims and AdjustmentsClaims and Adjustments

• State the problem

• Explain the problem

• Provide verification

• Propose actions and solutions


Routine Replies Routine Replies and Positive Messagesand Positive Messages

• Overall goals

– Communicate information

– Answer all questions

– Provide required details

–Make a good impression


Routine-Message Routine-Message StrategyStrategy

• Main idea

• Relevant details

• Cordial close


Common Routine RepliesCommon Routine Repliesand Positive Messagesand Positive Messages

• Information and action

• Claims and adjustments

• Recommendations

• Informative messages

• Good-news announcements

• Goodwill messages


Information and ActionInformation and Action

• Promptness

• Graciousness

• Thoroughness


Claims and AdjustmentsClaims and Adjustments

• Who is at fault?

– The company

– The customer

– A third party


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


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


Third-Party Is a FaultThird-Party Is a Fault

• Evaluate situation

• Offer solutions

• Avoid blame game


Recommendations Recommendations

• Candidate’s full name

• Position or objective

• Nature of your relationship

• What prompted you to write

• Relevant facts and evidence

• Overall evaluation


Informative MessagesInformative Messages

• Reminder notices

• Policy statements


Good-News Good-News AnnouncementsAnnouncements

• Direct approach

– Employment offers

– News releases


Effective News ReleasesEffective News Releases

• Pick newsworthy events

• Focus on one subject

• Stress important ideas

• Keep statements brief


Effective News ReleasesEffective News Releases

• Minimize verbal clutter

• Focus on specifics

• Exercise restraint

• Follow industry practices


Goodwill MessagesGoodwill Messages

• Congratulations

– Business and personal occasions

• Appreciation

– Good feelings and performance

• Condolences

– Caring and sympathy

copyright © 2010 pearson education internationalchapter 8 - 1 writing routine and positive messages

Documents

message slide

goodwill slide

specific slide

effective slide

party slide

good impression slide

positive messages information

courteous manner slide