© Prentice Hall, 2003 Business Communication Today Chapter 7 - 1

Writing Routine, Writing Routine, Good-News, and Good-News, and

Goodwill MessagesGoodwill Messages

© Prentice Hall, 2003 Business Communication Today Chapter 7 - 2

The Three-Step The Three-Step ProcessProcess

CompletingCompleting

Audience

Audience

Mes

sage

Message

WritingWritingPlanningPlanning

© Prentice Hall, 2003 Business Communication Today Chapter 7 - 3

Routine RequestsRoutine Requests

State the RequestState the Request

Explain and JustifyExplain and Justifythe Requestthe Request

Close theClose theMessageMessage

© Prentice Hall, 2003 Business Communication Today Chapter 7 - 4

State the Request Up FrontState the Request Up Front

Assume Your Audience Will ComplyAssume Your Audience Will ComplyAssume Your Audience Will ComplyAssume Your Audience Will Comply

Be SpecificBe SpecificBe SpecificBe Specific

Punctuate Polite Requests and Questions DifferentlyPunctuate Polite Requests and Questions DifferentlyPunctuate Polite Requests and Questions DifferentlyPunctuate Polite Requests and Questions Differently

Pay Attention to TonePay Attention to TonePay Attention to TonePay Attention to Tone

Avoid Starting With Personal IntroductionsAvoid Starting With Personal IntroductionsAvoid Starting With Personal IntroductionsAvoid Starting With Personal Introductions

© Prentice Hall, 2003 Business Communication Today Chapter 7 - 5

Explain and Justify Explain and Justify the Requestthe Request

Ask Important Questions FirstAsk Important Questions FirstAsk Important Questions FirstAsk Important Questions First

Ask Relevant QuestionsAsk Relevant QuestionsAsk Relevant QuestionsAsk Relevant Questions

Deal With One Topic Per QuestionDeal With One Topic Per QuestionDeal With One Topic Per QuestionDeal With One Topic Per Question

© Prentice Hall, 2003 Business Communication Today Chapter 7 - 6

Close the RequestClose the Request

Goodwill andGoodwill andAppreciationAppreciation

ContactContactInformationInformation

SpecificSpecificRequestRequest

Three ImportantThree ImportantElementsElements

Three ImportantThree ImportantElementsElements

© Prentice Hall, 2003 Business Communication Today Chapter 7 - 7

ProductsProductsand Servicesand Services

InformationInformationand Actionand Action

RecommendationsRecommendationsand Referencesand References

Claims andClaims andAdjustmentsAdjustments

Routine RequestsRoutine Requests

© Prentice Hall, 2003 Business Communication Today Chapter 7 - 8

Placing OrdersPlacing Orders

The Reader’sThe Reader’sAttitudeAttitude

Your Your RequirementsRequirements

© Prentice Hall, 2003 Business Communication Today Chapter 7 - 9

Requesting Action Requesting Action and Informationand Information

Company Insiders

Company Outsiders

© Prentice Hall, 2003 Business Communication Today Chapter 7 - 10

Making Claims and Making Claims and Requesting AdjustmentsRequesting Adjustments

State the ProblemState the Problem

Offer DetailsOffer Detailsand Explanationand Explanation

Propose SpecificPropose SpecificAction or SolutionAction or Solution

© Prentice Hall, 2003 Business Communication Today Chapter 7 - 11

Requesting ReferencesRequesting Referencesor Recommendationsor Recommendations

State the RequestState the Request

Provide a RProvide a Résuméésuméor Other Informationor Other Information

ExpressExpressAppreciationAppreciation

© Prentice Hall, 2003 Business Communication Today Chapter 7 - 12

Routine Announcements, Routine Announcements, Replies and Positive Replies and Positive

MessagesMessagesStart With theStart With the

Main IdeaMain Idea

Provide DetailsProvide Detailsand Explanationsand Explanations

End With a End With a Courteous CloseCourteous Close

© Prentice Hall, 2003 Business Communication Today Chapter 7 - 13

Informative Informative MessagesMessages

ReminderReminderNoticesNotices

ReminderReminderNoticesNotices

PolicyPolicyStatementStatement

ss

PolicyPolicyStatementStatement

ss

© Prentice Hall, 2003 Business Communication Today Chapter 7 - 14

Requests forRequests forInformation and ActionInformation and Action

Choosing theChoosing theDirect ApproachDirect Approach

HandlingHandlingPotential SalesPotential Sales

© Prentice Hall, 2003 Business Communication Today Chapter 7 - 15

Claims and RequestsClaims and Requestsfor Adjustmentfor Adjustment

Claims and RequestsClaims and Requestsfor Adjustmentfor Adjustment

Who Is at Fault?Who Is at Fault?Who Is at Fault?Who Is at Fault?

The The CompanyCompany

The The CompanyCompany

TheTheCustomerCustomer

TheTheCustomerCustomer

A ThirdA ThirdPartyParty

A ThirdA ThirdPartyParty

© Prentice Hall, 2003 Business Communication Today Chapter 7 - 16

Providing Providing RecommendationsRecommendations

and Referencesand References

Avoid Overstatements

Be Specific

Provide Facts

Avoid Value Judgments

© Prentice Hall, 2003 Business Communication Today Chapter 7 - 17

Good NewsGood NewsAnnouncementsAnnouncements

Offers ofOffers ofEmploymentEmployment

ProductsProductsand Operationsand Operations

© Prentice Hall, 2003 Business Communication Today Chapter 7 - 18

Sending Goodwill Sending Goodwill

MessagesMessages

CongratulationsCongratulations

AppreciationAppreciation

CondolencesCondolences