writing routine,good-news and goodwill messages
TRANSCRIPT
PRESENTED BYTAUSIF AHMADMBA (PHARMA)
1ST SEMESTER 2009-11
Three-step writing processThree-step writing process
Planning Writing Completing
Analyze SituationAnalyze Situation
Gather InformationGather Information
Select MediumSelect Medium
Get OrganizedGet Organized
ReviseRevise
ProduceProduce
ProofreadProofread
DistributeDistribute
Analyze the Audience
Analyze the Audience
Composethe MessageCompose
the Message
Making routine requests Request for something needed Normal course of business
Mildly bad news Not upsetting
Anticipate audience to comply Most letters, memos, emails
Routine request strategyRoutine request strategyState the requestPractice Courtesy
Explain and justifyImportant Questions
Close the messageSpecific Request
Assume Compliance Relevant Questions Contact Information
Be Specific One-Topic Questions Appreciation/Goodwill
Types of routine requests1. Information and Action
a. What do you want to knowb. Why do you want to knowc. Why is it in the reader’s interest to help you
2. Making Claims and Requesting Adjustmentsa. Put your claim in writingb. Be honestc. Document claim with copies of invoices, sales receipts, canceled checks,etc.d. Don’t take frustration out on employeese. Assume that a fair adjustment will be made
3. Requesting Recommendations and Referencesa. When asking someone to write a letter of recommendation,provide the person with dates, events, personal data, etc.b. Never give a person as reference without first asking permission.
Strategy for routine replies/positive messages1. Instead of This
a. I am pleased to inform you
b. No, we no longer carry that line of clothing.
2. Write Thisa. Congratulations!
b. We now have a new line of clothing that has replaced the item you asked about
Making claims and requesting adjustments. State the Problem
a. Document your dissatisfaction
2. Offer Details and Explanationa. Invoices, sales receipts, cancelled checks, etc.
3. Propose Specific Action or Solution
Granting Claims and Requests for Adjustments1 When your Company is at fault
a. Do not blame individuals and/or departmentsb. Avoid excusesc. Never promise it’ll never happen againd. State that the error was an unusual incident!
2 When the Customer is at faulta. Refuse the claim and justify actions.b. May lose the customerc. May lose other customers through unhappy customerd. Or, honor the customer’s request
Granting Claims and Requests for Adjustments
When a Third Party is at Fault1 Honor the claim (most used)
a. Use good news letter
2 Honor the claim, but explain that you’re not at faulta. Use good news letter; stress your explanation
3 Refer the claimant to the third party (usually bad choice)a. Not satisfying the customer’s need.b. May use bad-news message
References and Recommendations
1 Letter should contain:a. Full name of candidateb. Job or benefit being soughtc. Nature of relationship with candidated. Facts relevant to the position or benefit soughte. Overall evaluation of the candidate's suitability for the job or
benefit
2 Shortcoming: (beware of being libelous)a. Include only relevant, factual informationb. Avoid value judgmentsc. Balance criticisms with favorable points
Recommendations
State the request
Support your request
Provide a résuméésumé
Express appreciationExpress appreciation
Provide instructionsProvide instructions
Claims and AdjustmentsStay professional
Expect a fair adjustment
Document all correspondenceState the problem
Offer details and explanations
Propose a specific action or solution
Routine Replies and Positive Messages
Start with the main idea
Provide details and explanations
End with a courteous close
Types of Routine Replies and Positive Messages
Requests for information or actionGrants of claims and requests for adjustmentRecommendationsInformative messagesGood-news announcementsGoodwill messages
Requests forInformation and Action
The direct approach
Prompt
Gracious
Thorough
Claims and Requestsfor AdjustmentWho is at fault?
The company
The customer
A third party
Good-News Announcements
EmploymentEmploymentOffersOffers
EmploymentEmploymentOffersOffers
News News ReleasesReleases
News News ReleasesReleases
Careful Careful WordingWordingCareful Careful WordingWording Legal AdviceLegal AdviceLegal AdviceLegal Advice RelevantRelevant
InformationInformationRelevantRelevant
InformationInformationPublicPublic
RelationsRelationsPublicPublic
RelationsRelations
Direct ApproachDirect ApproachDirect ApproachDirect Approach
Sending Goodwill Messages Be sincere and
honest
Congratulations
Appreciation and
Condolence