Pertemuan 8

Writing Routine and Positive Messages

Matakuliah : J0012/ Komunikasi Bisnis ITahun : 2008

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Choosing the Approach

AudienceReaction

MessageOpening

MessageBody

MessageClosing

Eager/Interested/Pleased/Neutral Displeased Uninterested/Unwilling

Main idea, good news, or request

Necessary details

Cordial comment orstatement about

specific action

Neutral buffer statement

Reasons/justification,bad news, positive

suggestion

Cordial close

Attention-gettingstatement/question

Arousing interest,building desire

Request for action

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Planning Writing Completing

Analyze SituationAnalyze Situation

Gather InformationGather Information

Select MediumSelect Medium

Get OrganizedGet Organized

ReviseRevise

ProduceProduce

ProofreadProofread

DistributeDistribute

Adapt tothe Audience

Adapt tothe Audience

Composethe MessageCompose

the Message

Three-Step Writing Process

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Routine Requests

State RequestState Request

Support RequestSupport Request

Close MessageClose Message

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State the Request

Use the Right ToneUse the Right ToneUse the Right ToneUse the Right Tone

Assume AudienceAssume AudienceCompliance Compliance

Assume AudienceAssume AudienceCompliance Compliance

Use Specific LanguageUse Specific LanguageUse Specific LanguageUse Specific Language

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Support the Request

Explain the Request

Stress Reader Benefits

Ask Questions

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Close the Message

Contact InformationContact Information

AppreciationAppreciationand Goodwilland Goodwill

Specific RequestSpecific Request

Three ImportantThree ImportantElementsElements

Three ImportantThree ImportantElementsElements

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Types of Routine Requests

Action and InformationAction and Information

RecommendationsRecommendations

Claims and AdjustmentsClaims and Adjustments

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Claims and AdjustmentsExpect a Fair Adjustment

Document all Correspondence

Rem

ain

Posit

iveBe Professional

Problem StatementProblem Statement

Details and ExplanationsDetails and Explanations

Specific Actions or SolutionsSpecific Actions or Solutions

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Recommendations

State the request

Support the request

Provide a résuméésumé

Show appreciationShow appreciation

Provide instructionsProvide instructions

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Routine Replies and Positive Messages

The Main Idea

Details and Support

A Courteous Close

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Types of Routine Replies and Positive Messages

Requests for information or actionRequests for information or action

Claims and adjustment requestsClaims and adjustment requests

RecommendationsRecommendations

Informative messagesInformative messages

Good-news announcementsGood-news announcements

Goodwill messagesGoodwill messages

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Claims and Requests for 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

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Recommendations

Candidate’s Full Name

Nature of the Relationship

Relevant Facts or Evidence

Position or Objective

Why You Are Writing

Comparison and Evaluation

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Informative Messages

Reminder NoticesReminder Notices

Upcoming EventsUpcoming Events

New ProceduresNew Procedures

Workplace ChangesWorkplace Changes

Policy StatementsPolicy Statements

Shipping and ReturnsShipping and Returns

Sales DiscountsSales Discounts

Company DevelopmentsCompany Developments

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Good-News Announcements

EmploymentEmploymentOffersOffers

EmploymentEmploymentOffersOffers

News News ReleasesReleases

News News ReleasesReleases

Careful Careful WordingWordingCareful Careful WordingWording Legal AdviceLegal AdviceLegal AdviceLegal Advice RelevantRelevant

InformationInformationRelevantRelevant

InformationInformationPublicPublic

RelationsRelationsPublicPublic

RelationsRelations

Direct ApproachDirect ApproachDirect ApproachDirect Approach

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Effective News ReleasesPick Newsworthy EventsPick Newsworthy Events

Focus on One SubjectFocus on One Subject

Stress Important IdeasStress Important Ideas

Keep Statements BriefKeep Statements BriefMinimize Verbal ClutterMinimize Verbal ClutterFocus on SpecificsFocus on SpecificsExercise RestraintExercise RestraintFollow Industry PracticesFollow Industry Practices

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Fostering Goodwill

Congratulations Congratulations Congratulations Congratulations

AppreciationAppreciationAppreciationAppreciation

CondolencesCondolencesCondolencesCondolences