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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. 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. 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 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 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. 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.