Writing Routine, Good-News, and Goodwill Messages: © Prentice Hall, 2003 Business Communication Today Chapter 7 - 1 Writing Routine, Good-News, and Goodwill Messages
The Three-Step Process: © Prentice Hall, 2003 Business Communication Today Chapter 7 - 2 The Three-Step Process Completing Audience Audience Message Message Writing Planning
Routine Requests: © Prentice Hall, 2003 Business Communication Today Chapter 7 - 3 Routine Requests State the Request Explain and Justify the Request Close the Message
State the Request Up Front: © Prentice Hall, 2003 Business Communication Today Chapter 7 - 4 State the Request Up Front Assume Your Audience Will Comply Be Specific Punctuate Polite Requests and Questions Differently Pay Attention to Tone Avoid Starting With Personal Introductions
Explain and Justify the Request: © Prentice Hall, 2003 Business Communication Today Chapter 7 - 5 Explain and Justify the Request Ask Important Questions First Ask Relevant Questions Deal With One Topic Per Question
Close the Request: © Prentice Hall, 2003 Business Communication Today Chapter 7 - 6 Close the Request Goodwill and Appreciation Contact Information Specific Request Three Important Elements
Routine Requests: © Prentice Hall, 2003 Business Communication Today Chapter 7 - 7 Products and Services Information and Action Recommendations and References Claims and Adjustments Routine Requests
Placing Orders: © Prentice Hall, 2003 Business Communication Today Chapter 7 - 8 Placing Orders The Reader’s Attitude Your Requirements
Requesting Action and Information: © Prentice Hall, 2003 Business Communication Today Chapter 7 - 9 Requesting Action and Information Company Insiders Company Outsiders
Making Claims and Requesting Adjustments: © Prentice Hall, 2003 Business Communication Today Chapter 7 - 10 Making Claims and Requesting Adjustments State the Problem Offer Details and Explanation Propose Specific Action or Solution
Requesting References or Recommendations: © Prentice Hall, 2003 Business Communication Today Chapter 7 - 11 Requesting References or Recommendations State the Request Provide a R ésumé or Other Information Express Appreciation
Routine Announcements, Replies and Positive Messages: © Prentice Hall, 2003 Business Communication Today Chapter 7 - 12 Routine Announcements, Replies and Positive Messages Start With the Main Idea Provide Details and Explanations End With a Courteous Close
Informative Messages: © Prentice Hall, 2003 Business Communication Today Chapter 7 - 13 Informative Messages Reminder Notices Policy Statements
PowerPoint Presentation: © Prentice Hall, 2003 Business Communication Today Chapter 7 - 14 Requests for Information and Action Choosing the Direct Approach Handling Potential Sales
Claims and Requests for Adjustment: © Prentice Hall, 2003 Business Communication Today Chapter 7 - 15 Claims and Requests for Adjustment Who Is at Fault? The Company The Customer A Third Party
Providing Recommendations and References: © Prentice Hall, 2003 Business Communication Today Chapter 7 - 16 Providing Recommendations and References Avoid Overstatements Be Specific Provide Facts Avoid Value Judgments
PowerPoint Presentation: © Prentice Hall, 2003 Business Communication Today Chapter 7 - 17 Good News Announcements Offers of Employment Products and Operations
Sending Goodwill Messages: © Prentice Hall, 2003 Business Communication Today Chapter 7 - 18 Sending Goodwill Messages Congratulations Appreciation Condolences