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Chapter 10
Writing Routine and Positive Messages
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 1Chapter 10 -
Learning Objectives1. Outline a strategy for routine requests
2. Review common routine requests
3. Outline a strategy for routine replies and positive messages
4. Describe six types of routine replies and positive messages
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 2Chapter 10 -
Strategy for Routine Requests
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State the Request
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Pay Attention to Tone
Assume Audience Compliance
State Precisely What You Want
Explain the Request
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Ask Important Questions First
Ask Only Relevant Questions
Limit Questions to One Topic
Close the Request
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State a Specific Request
Provide Contact Information
Express Your Appreciation
Summary of Discussion
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Common Examples of Routine Requests
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Information or Action
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• State the Request
• Support the Request
• Introduce Reader Benefits
Recommendations
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• Request Recommendation
• Support the Request
• Express Your Appreciation
Claims or Adjustments
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• State the Problem
• Provide an Explanation
• Request Specific Action
Summary of Discussion
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Strategy for Routine and Positive Messages
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Goals of the Message
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Communicate Information
Leave a Good Impression
Provide the Details
Answer All Questions
Message Strategy
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Main Idea Support Close
Clear Details Thank You
Concise Tone Follow-Up
Summary of Discussion
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Examples of Routine and Positive Messages
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Action or Information
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ThoroughPrompt Gracious
Answer All Questions
Leave a Good Impression
Encourage a Future Sale
Claims or Adjustments
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•Interpret Policy•Determine Fault
Company at Fault• Acknowledge the claim or complaint• Sympathize with the customer• Take responsibility for the outcome• Explain your plan of action• Work to repair the relationship• Follow up on your response
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Customer at FaultRefuse the Claim
Adjustment Cost
Business Cost
Grant the Claim
Deter Mistakes
Keep Customers
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Third-Party at Fault
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•Assess Situation•Offer Solutions•No Blame Game
Recommendations
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Candidate Objective
Relationship Evidence
Comparisons Evaluation
Routine Information
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UpdatesStatusPoliciesProcedures
Announce Good News
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•Facilities•Executives•Products•Services•Community
Effective News Releases
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•Select Relevant, Newsworthy Items
•Focus on One Subject at a Time
•Put the Most Important Idea First
•Use Short Sentence and Paragraphs
Effective News Releases
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•Eliminate Verbal Clutter
•Be as Specific as Possible
•Avoid Being Self-Congratulatory
•Follow Accepted Industry Standards
Social Media Releases
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•Bullet-Points•Multimedia•Bookmarking
Fostering Goodwill
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•Relationships•Information •Entertainment
Typical Messages
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•Congratulations•Appreciation•Condolences
Summary of Discussion
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Chapter 10
Writing Routine and Positive Messages
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 32Chapter 10 -
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 33Chapter 10 -
