1 / 26

Chapter 7

Chapter 7. Writing Routine and Positive Messages. Learning Objectives. Outlining a strategy for routine requests Reviewing common routine requests Outlining a strategy for routine replies and positive messages Describing examples of routine replies and positive messages.

heulwen
Download Presentation

Chapter 7

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. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Chapter 7 Writing Routine and Positive Messages

  2. Learning Objectives • Outlining a strategy for routine requests • Reviewing common routine requests • Outlining a strategy for routine replies and positive messages • Describing examples of routine replies and positive messages

  3. Strategy for Routine Requests

  4. State the Request • Tone • Audience • Specifics

  5. Supporting Questions • Important • Relevant • One-Topic

  6. Close the Request • Action • Contact • Appreciation

  7. Common Examples of Routine Requests

  8. Information or Action • The Request • Support • Reader Benefits

  9. Recommendations • The Request • Information • Appreciation

  10. Claims or Adjustments • The Problem • Evidence • Specific Action

  11. Strategy for Routine Replies and Positive Messages

  12. Message Goals Communicate Information Answer All Questions Provide the Details Leave a Good Impression

  13. Message Strategy Main Idea Support Close Clear Details Benefits Concise Tone Goodwill

  14. Common Examples of Routine Replies and Positive Messages

  15. Action or Information • Prompt • Gracious • Thorough

  16. Claims or Adjustments Company Policy Assessment of Fault

  17. Company at Fault • Acknowledge claim or complaint • Sympathize with the customer • Take responsibility for the outcome • Explain your plan of action • Work to repair the relationship • Follow up on your response

  18. Customer at Fault Refuse Claim Grant Claim Adjustment Cost Deter Mistakes Business Cost Keep Customers

  19. Third-Party at Fault • Assess Situation • Offer Solutions • No Blame Game

  20. Recommendations • Candidate’s Name • Position or Objective • Your Relationship • Facts and Evidence • Comparative Data • Overall Evaluation

  21. Informative Messages Notices Policies

  22. Pick Newsworthy Items • Focus on One Subject • Stress Important Ideas • Keep Statements Brief Effective News Releases

  23. Minimize Verbal Clutter • Focus on Specifics • Exercise Restraint • Use Industry Standards Effective News Releases

  24. Online News Releases Direct-to- Consumers Social Media Releases

  25. Fostering Goodwill ►Offering Congratulations ►Showing Appreciation ►Condolences and Sympathy

  26. Writing Routine and Positive Messages

More Related