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1. Chapter 8 Writing Routine & Positive Messages
2. 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.
3. Routine Requests 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.
4. Examples of Routine Messages Answering requests for information
Granting claims and requests for adjustments
Announcing good news
5. Routine Message Rules When writing routine messages:
Start with the main idea:
6. Routine Message Rules When writing a routine message:
Provide necessary details & explanation
End with a courteous close
7. Granting Claims/Adjustments 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
8. 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.
9. Writing Recommendations 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.