Writing Routine and Positive Messages

Writing Routine and Positive Messages

Writing Routine and Positive Messages Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 1 Learning Objectives Apply the three-step writing process to routine and positive messages Outline an effective strategy for writing

routine requests Explain how to ask for specific action in a courteous manner Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 2 Learning Objectives Describe a strategy for writing routine replies and positive messages

Discuss the importance of knowing who is responsible when granting claims and requests for adjustment Discuss the value of goodwill messages and explain how to make them effective Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 3 The Three-Step Process Planning

Analyze Situation Gather Information Select Medium Get Organized Writing Adapt to the Audience Compose

the Message Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Completing Revise Produce Message Proofread Message Distribute Message Chapter 8 - 4

Routine Requests The direct approach State the request Support the request Close the message Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 5 State the Request

Use the right tone Assume compliance Be specific Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 6 Support the Request Explain the request Propose benefits

Ask questions Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 7 Close the Message Specific request Contact information Appreciation and goodwill

Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 8 Common Requests Information and action Recommendations Claims and adjustments Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall

Chapter 8 - 9 Information and Action Adapt to audience and situation State the request Support the request Offer reader benefits Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 10

Recommendations The direct approach Make the request Establish rapport Express appreciation Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 11

Claims and Adjustments State the problem Explain the problem Provide verification Propose actions and solutions Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 12 Routine Replies

and Positive Messages Overall goals Communicate information Answer all questions Provide required details Make a good impression Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 13

Routine-Message Strategy Main idea Relevant details Cordial close Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 14 Common Routine Replies

and Positive Messages Information and action Claims and adjustments Recommendations Informative messages Good-news announcements Goodwill messages Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 15

Information and Action Promptness Graciousness Thoroughness Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 16 Claims and Adjustments Who is at fault?

The company The customer A third party Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 17 Company Is at Fault Acknowledge claim or complaint Take responsibility for the outcome

Sympathize with the customer Explain your plan of action Work to repair the relationship Follow up on your response Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 18 Customer Is at Fault Refuse the claim Cost of adjustment

Cost of lost business Grant the claim Discourage mistakes Maintain the customer Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 19 Third-Party Is a Fault

Evaluate situation Offer solutions Avoid blame game Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 20 Recommendations Candidates full name Position or objective

Nature of your relationship What prompted you to write Relevant facts and evidence Overall evaluation Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 21 Informative Messages Reminder notices Policy statements

Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 22 Good-News Announcements Direct approach Employment offers News releases

Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 23 Effective News Releases Pick newsworthy events Focus on one subject Stress important ideas Keep statements brief Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall

Chapter 8 - 24 Effective News Releases Minimize verbal clutter Focus on specifics Exercise restraint Follow industry practices Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall

Chapter 8 - 25 Goodwill Messages Congratulations Business and personal occasions Appreciation Good feelings and performance Condolences Caring and sympathy

Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 26

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