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Writing Routine, Good-News, and Goodwill Messages. The Three-Step Process. Planning Writing Completing. Routine Requests. Make your request Justify your request Conclude your message. State Your Request. Use a courteous tone Be specific and precise Assume reader compliance

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Writing Routine, Good-News, and Goodwill Messages


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Presentation Transcript
writing routine good news and goodwill messages

Writing Routine, Good-News, and Goodwill Messages

Business Communication Essentials

the three step process
The Three-Step Process
  • Planning
  • Writing
  • Completing

Business Communication Essentials

routine requests
Routine Requests
  • Make your request
  • Justify your request
  • Conclude your message

Business Communication Essentials

state your request
State Your Request
  • Use a courteous tone
  • Be specific and precise
  • Assume reader compliance
  • Avoid personal introductions
  • Use questions and polite requests

Business Communication Essentials

justify your request
Justify Your Request
  • Explain the request
  • Offer reader benefits
  • Ask questions

Business Communication Essentials

conclude your message
Conclude Your Message
  • Request specific action
  • Provide contact information
  • Promote goodwill

Business Communication Essentials

types of routine requests
Types of Routine Requests
  • Business orders
  • Information and action
  • Claims and adjustments
  • References and recommendations

Business Communication Essentials

business orders
Business Orders
  • State your request
  • Clarify the order
  • Provide shipping information

Business Communication Essentials

action and information
Action and Information
  • State why you are writing
  • Explain the request
  • Ask for specific action

Business Communication Essentials

claims and adjustments
Claims and Adjustments
  • State the problem
  • Support your assertions
  • Propose a solution

Business Communication Essentials

references and recommendations
Referencesand Recommendations
  • State the request
  • Provide a résumé
  • Say “Thank You”

Business Communication Essentials

routine replies and positive messages
Routine Replies and Positive Messages
  • Impart information
  • Answer questions
  • Provide details
  • Promote goodwill

Business Communication Essentials

the direct approach
The Direct Approach
  • Main idea
  • Relevant details
  • Cordial close

Business Communication Essentials

types of routine replies and positive messages
Types of Routine Repliesand Positive Messages
  • Requests for action and information
  • Claims and requests for adjustments
  • Recommendations and references
  • Messages that promote goodwill

Business Communication Essentials

action and information15
Action and Information
  • Be prompt
  • Be gracious
  • Be thorough

Business Communication Essentials

claims and requests for adjustment
Claims and Requestsfor Adjustment
  • Who is at fault?
    • The company
    • The customer
    • A third party

Business Communication Essentials

references and recommendations17
References andRecommendations
  • Be forthright
  • Be specific
  • Stick to the facts
  • Avoid value judgments

Business Communication Essentials

goodwill messages
Goodwill Messages
  • Congratulations
  • Appreciation
  • Condolences

Business Communication Essentials