logging in or signing up Written communication vivekranjanb Download Post to : URL : Related Presentations : Share Add to Flag Embed Email Send to Blogs and Networks Add to Channel Uploaded from authorPOINT lite Insert YouTube videos in PowerPont slides with aS Desktop Copy embed code: (To copy code, click on the text box) Embed: URL: Thumbnail: WordPress Embed Customize Embed The presentation is successfully added In Your Favorites. Views: 2134 Category: Education License: All Rights Reserved Like it (2) Dislike it (0) Added: November 03, 2008 This Presentation is Public Favorites: 2 Presentation Description No description available. Comments Posting comment... By: gobindsahi (15 month(s) ago) Dear Bhandai, I found useful for all whoever is looking to understand written communication. Could you send me at my email this presentation please. My email is ganpatifood@yahoo.co.uk. Thank you for your support. Gobind Sahi Saving..... Post Reply Close Saving..... Edit Comment Close By: irbis (26 month(s) ago) please, send it ppt on e-mail: irbis-ai@mail.ru Saving..... Post Reply Close Saving..... Edit Comment Close Premium member Presentation Transcript Chapter 7: Routine messages : OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.1 Chapter 7: Routine messages Compose a routine request. Compose a routine reply. Compose a routine claim letter. Compose a routine adjustment letter. Compose a goodwill message. ORGANIZATIONAL PLANS : ORGANIZATIONAL PLANS DIRECT Main idea is stated first Needed information Friendly closing INDIRECT Reasons are presented before the major idea Used for persuasive & bad news messages Routine requests : OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.2 Routine requests Main request and justification Explanation and details Friendly closing Routine request : OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.3 Routine request Dear Mr. Peterson: Subject: Request for Information About Banquet Facilities Would you please provide information regarding your banquet facilities. We are considering holding our annual awards luncheon for 265 of our personnel at your hotel on March 25. Our decision will be based on answers to the following questions: Slide 5: OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.4 1. Is your facility available from 9 a.m. until 3 p.m. on that date? We will need the additional time for setup and takedown. Do you offer free use of audiovisual equipment? We would need a color projector and screen. We would supply the portable computer. Do you have a variety of hot lunches that can be served tableside for between $15 and $18, including tax and gratuities? Thank you for providing this information in time for us to make our site selection by January 15. Sincerely, Routine replies : OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.5 Routine replies Best news or main idea Explanation and details Positive, original closing Can be a form letter Standardized wording Routine reply : OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.6 Routine reply Dear Mr. Olson: Subject: Hosting Your Awards Luncheon We would enjoy hosting your awards luncheon on March 25. Our L’Enfant Room, which has a lovely view of the Cleveland skyline, is available until 4 p.m. that day. To offer round-the-clock service, we have contracted with an outside firm to provide all audiovisual services for a reasonable fee. You may make arrangements directly with GuestServ by calling the company at 555-1086. Slide 8: OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.7 For the health-conscious guest, we offer soup-and-salad lunches for between $12 and $18. We also offer a hot buffet line with your choice of two main dishes for between $16 and $20. Hot meals served tableside begin at $21.75 for our popular braised chicken breast. No matter what your choice, you will find that our facilities, food, and service live up to the “Cleveland’s finest” label recently awarded to us by Cleveland Monthly magazine. Please call me at 555-3288 to let me know how we might serve your organization. Sincerely, Routine claim letters : OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.8 Routine claim letters Identify the problem. Provide necessary details, using objective, courteous language. Ask confidently for action. Routine claim letter : OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.9 Routine claim letter Dear Ms. Pearson: Subject: Request for Valet-Parking Refund Would you please issue Franklin Associates a refund check for $426 to fix an incorrect charge for valet parking at a luncheon we held at the Berkshire on March 25. We paid your Invoice 3042 for $8,012 with our Check No. 941386. Upon reviewing your invoice, however, I noted a $426 charge for valet parking for 213 vehicles at $2 each. Slide 11: OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.10 Our contract with you states that “complimentary valet parking will be provided for all catered events with a total food and beverage charge of at least $7,500.” I have enclosed copies of your invoice, our check, and the contract. Thanks for taking care of this matter and for a truly memorable meal. Everyone is still talking about your delicious mile-high pie. Sincerely, Routine adjustment letters : OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.11 Respond promptly, giving the good news up front. Briefly explain what went wrong and how you fixed the problem. Reestablish the customer’s confidence. Close on a confident, forward-looking note. Routine adjustment letters Routine adjustment letter : OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.12 Routine adjustment letter Dear Mr. Olson: Subject: Your Refund Check for $451.56 Thanks for giving us the opportunity to correct our bill. The enclosed check for $451.56 represents a refund of the valet parking bill of $426 plus $25.56 tax. As you will remember, the day before your luncheon, you gave us a head count of 268 guests, which resulted in a bill of $7,420—below the $7,500 minimum for free parking. Slide 14: OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.13 Although we were happy to accommodate the eight extra guests who showed up without reservations, we inadvertently failed to note that they brought your total bill above the minimum required for free parking. I appreciate your calling this matter to our attention, Mr. Olson, and look forward to serving you and your colleagues another slice of our famous mile-high pie in the near future. Sincerely, Goodwill messages : OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.14 Goodwill messages Congratulatory Thank you Sympathy Level of formality Typed vs. handwritten Goodwill messages : OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.14 Goodwill messages Be prompt. Be direct. Be sincere. Be specific. Be brief. Importance of goodwill messages : Importance of goodwill messages Formal Used for employee evaluation To place in files Informal Encourages & motivates employees ? Goodwill message : OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.15 Goodwill message Key terms : OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.16 Key terms adjustment letter claim letter direct organizational plan form letter goodwill message indirect organizational plan You do not have the permission to view this presentation. In order to view it, please contact the author of the presentation.
Written communication vivekranjanb Download Post to : URL : Related Presentations : Share Add to Flag Embed Email Send to Blogs and Networks Add to Channel Uploaded from authorPOINT lite Insert YouTube videos in PowerPont slides with aS Desktop Copy embed code: (To copy code, click on the text box) Embed: URL: Thumbnail: WordPress Embed Customize Embed The presentation is successfully added In Your Favorites. Views: 2134 Category: Education License: All Rights Reserved Like it (2) Dislike it (0) Added: November 03, 2008 This Presentation is Public Favorites: 2 Presentation Description No description available. Comments Posting comment... By: gobindsahi (15 month(s) ago) Dear Bhandai, I found useful for all whoever is looking to understand written communication. Could you send me at my email this presentation please. My email is ganpatifood@yahoo.co.uk. Thank you for your support. Gobind Sahi Saving..... Post Reply Close Saving..... Edit Comment Close By: irbis (26 month(s) ago) please, send it ppt on e-mail: irbis-ai@mail.ru Saving..... Post Reply Close Saving..... Edit Comment Close Premium member Presentation Transcript Chapter 7: Routine messages : OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.1 Chapter 7: Routine messages Compose a routine request. Compose a routine reply. Compose a routine claim letter. Compose a routine adjustment letter. Compose a goodwill message. ORGANIZATIONAL PLANS : ORGANIZATIONAL PLANS DIRECT Main idea is stated first Needed information Friendly closing INDIRECT Reasons are presented before the major idea Used for persuasive & bad news messages Routine requests : OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.2 Routine requests Main request and justification Explanation and details Friendly closing Routine request : OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.3 Routine request Dear Mr. Peterson: Subject: Request for Information About Banquet Facilities Would you please provide information regarding your banquet facilities. We are considering holding our annual awards luncheon for 265 of our personnel at your hotel on March 25. Our decision will be based on answers to the following questions: Slide 5: OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.4 1. Is your facility available from 9 a.m. until 3 p.m. on that date? We will need the additional time for setup and takedown. Do you offer free use of audiovisual equipment? We would need a color projector and screen. We would supply the portable computer. Do you have a variety of hot lunches that can be served tableside for between $15 and $18, including tax and gratuities? Thank you for providing this information in time for us to make our site selection by January 15. Sincerely, Routine replies : OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.5 Routine replies Best news or main idea Explanation and details Positive, original closing Can be a form letter Standardized wording Routine reply : OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.6 Routine reply Dear Mr. Olson: Subject: Hosting Your Awards Luncheon We would enjoy hosting your awards luncheon on March 25. Our L’Enfant Room, which has a lovely view of the Cleveland skyline, is available until 4 p.m. that day. To offer round-the-clock service, we have contracted with an outside firm to provide all audiovisual services for a reasonable fee. You may make arrangements directly with GuestServ by calling the company at 555-1086. Slide 8: OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.7 For the health-conscious guest, we offer soup-and-salad lunches for between $12 and $18. We also offer a hot buffet line with your choice of two main dishes for between $16 and $20. Hot meals served tableside begin at $21.75 for our popular braised chicken breast. No matter what your choice, you will find that our facilities, food, and service live up to the “Cleveland’s finest” label recently awarded to us by Cleveland Monthly magazine. Please call me at 555-3288 to let me know how we might serve your organization. Sincerely, Routine claim letters : OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.8 Routine claim letters Identify the problem. Provide necessary details, using objective, courteous language. Ask confidently for action. Routine claim letter : OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.9 Routine claim letter Dear Ms. Pearson: Subject: Request for Valet-Parking Refund Would you please issue Franklin Associates a refund check for $426 to fix an incorrect charge for valet parking at a luncheon we held at the Berkshire on March 25. We paid your Invoice 3042 for $8,012 with our Check No. 941386. Upon reviewing your invoice, however, I noted a $426 charge for valet parking for 213 vehicles at $2 each. Slide 11: OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.10 Our contract with you states that “complimentary valet parking will be provided for all catered events with a total food and beverage charge of at least $7,500.” I have enclosed copies of your invoice, our check, and the contract. Thanks for taking care of this matter and for a truly memorable meal. Everyone is still talking about your delicious mile-high pie. Sincerely, Routine adjustment letters : OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.11 Respond promptly, giving the good news up front. Briefly explain what went wrong and how you fixed the problem. Reestablish the customer’s confidence. Close on a confident, forward-looking note. Routine adjustment letters Routine adjustment letter : OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.12 Routine adjustment letter Dear Mr. Olson: Subject: Your Refund Check for $451.56 Thanks for giving us the opportunity to correct our bill. The enclosed check for $451.56 represents a refund of the valet parking bill of $426 plus $25.56 tax. As you will remember, the day before your luncheon, you gave us a head count of 268 guests, which resulted in a bill of $7,420—below the $7,500 minimum for free parking. Slide 14: OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.13 Although we were happy to accommodate the eight extra guests who showed up without reservations, we inadvertently failed to note that they brought your total bill above the minimum required for free parking. I appreciate your calling this matter to our attention, Mr. Olson, and look forward to serving you and your colleagues another slice of our famous mile-high pie in the near future. Sincerely, Goodwill messages : OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.14 Goodwill messages Congratulatory Thank you Sympathy Level of formality Typed vs. handwritten Goodwill messages : OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.14 Goodwill messages Be prompt. Be direct. Be sincere. Be specific. Be brief. Importance of goodwill messages : Importance of goodwill messages Formal Used for employee evaluation To place in files Informal Encourages & motivates employees ? Goodwill message : OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.15 Goodwill message Key terms : OBER, CONTEMPORARY BUSINESS COMMUNICATION, 6/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.16 Key terms adjustment letter claim letter direct organizational plan form letter goodwill message indirect organizational plan