Chapter 8. Writing Routine & Positive Messages. Three Step Writing Process. Plan Your Message : analyze the situation, gather information, select the right medium Write Your Message : “you” attitude, remain neutral Complete Your Message : brief, straightforward, proofread, revise, distribute.
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Writing Routine & Positive Messages
Three Step Writing Process
- Plan Your Message: analyze the situation, gather information, select the right medium
- Write Your Message: “you” attitude, remain neutral
- Complete Your Message: brief, straightforward, proofread, revise, distribute.
- Writing routine requests consist of:
- State Your Request - pay attention to tone, assume the audience will comply and be specific.
- Explain/Justify Your Request – ask the most important questions first, ask only relevant questions, deal with only one topic per question.
- Request Specific Action – close the message with a specific request for action, express your gratitiude.
Examples of Routine Messages
- Answering requests for information
- Granting claims and requests for adjustments
- Providing recommendations
- Announcing good news
- Fostering goodwill
When writing routine messages:
Start with the main idea:
Routine Message Rules
When writing a routine message:
Provide necessary details & explanation
End with a courteous close
Routine Message Rules
- Whenever you communicate about a mistake, do it carefully.
- Acknowledge receipt of the customer’s complaint
- Take personal responsibility
- Sympathize with the customer’s inconvenience
- Explain precisely how you have resolved the issue
- Take steps to repair the relationship
- Follow up to verify
Granting Claims when the Customer is at Fault
- When the customer is at fault, you can choose to either:
- Refuse the claim and attempt to justify your refusal.
- Simply do what the customer asks.
- When writing a recommendation, include the following details:
- The candidate’s full name
- The position or other objective the candidate is seeking.
- The nature of your relationship
- An indication of whether you are answering a request from the person or taking initiative
- Facts of evidence relevant to the candidate
- A comparison of this candidate’s potential with that of his/her peers.
- Your overall evaluation of the candidates suitability.