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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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chapter 8

Chapter 8

Writing Routine & Positive Messages

three step writing process
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
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
Examples of Routine Messages
  • Answering requests for information
  • Granting claims and requests for adjustments
  • Providing recommendations
  • Announcing good news
  • Fostering goodwill
routine message rules6
When writing a routine message:

Provide necessary details & explanation

End with a courteous close

Routine Message Rules
granting claims adjustments
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
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
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.