Download - 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 -
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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
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Strategy for Routine Requests
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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
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Explain the Request
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Ask Important Questions First
Ask Only Relevant Questions
Limit Questions to One Topic
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Close the Request
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State a Specific Request
Provide Contact Information
Express Your Appreciation
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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
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Recommendations
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 10Chapter 10 -
• Request Recommendation
• Support the Request
• Express Your Appreciation
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Claims or Adjustments
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 11Chapter 10 -
• State the Problem
• Provide an Explanation
• Request Specific Action
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Summary of Discussion
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Strategy for Routine and Positive Messages
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Goals of the Message
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 14Chapter 10 -
Communicate Information
Leave a Good Impression
Provide the Details
Answer All Questions
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Message Strategy
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 15Chapter 10 -
Main Idea Support Close
Clear Details Thank You
Concise Tone Follow-Up
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Summary of Discussion
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Examples of Routine and Positive Messages
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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
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Claims or Adjustments
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 19Chapter 10 -
•Interpret Policy•Determine Fault
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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
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Customer at FaultRefuse the Claim
Adjustment Cost
Business Cost
Grant the Claim
Deter Mistakes
Keep Customers
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Third-Party at Fault
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 22Chapter 10 -
•Assess Situation•Offer Solutions•No Blame Game
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Recommendations
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 23Chapter 10 -
Candidate Objective
Relationship Evidence
Comparisons Evaluation
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Routine Information
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 24Chapter 10 -
UpdatesStatusPoliciesProcedures
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Announce Good News
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 25Chapter 10 -
•Facilities•Executives•Products•Services•Community
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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
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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
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Social Media Releases
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 28Chapter 10 -
•Bullet-Points•Multimedia•Bookmarking
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Fostering Goodwill
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•Relationships•Information •Entertainment
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Typical Messages
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•Congratulations•Appreciation•Condolences
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Summary of Discussion
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 31Chapter 10 -
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Chapter 10
Writing Routine and Positive Messages
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 32Chapter 10 -
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Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 33Chapter 10 -