Chapter 8
Download
1 / 9

Writing Routine Positive Messages - PowerPoint PPT Presentation


  • 334 Views
  • Updated On :

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.

loader
I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.
capcha
Download Presentation

PowerPoint Slideshow about 'Writing Routine Positive Messages' - kipp


An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -
Presentation Transcript
Chapter 8 l.jpg

Chapter 8

Writing Routine & Positive Messages


Three step writing process l.jpg
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 l.jpg
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 l.jpg
Examples of Routine Messages

  • Answering requests for information

  • Granting claims and requests for adjustments

  • Providing recommendations

  • Announcing good news

  • Fostering goodwill


Routine message rules l.jpg

When writing routine messages:

Start with the main idea:

Routine Message Rules


Routine message rules6 l.jpg

When writing a routine message:

Provide necessary details & explanation

End with a courteous close

Routine Message Rules


Granting claims adjustments l.jpg
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 l.jpg
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 l.jpg
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.


ad