Copyright © 2017 Pearson Education, Inc Excellence in in Excellence Business Communication Communication Business Chapter Writing Routine and Positive Messages Copyright © 2017 Pearson Education, Inc Learning Objectives Outline an effective strategy for writing routine business requests Describe three common types of routine requests Outline an effective strategy for writing routine replies and positive messages Describe six common types of routine replies and positive messages Copyright © 2017 Pearson Education, Inc Chapter - Strategy for for Routine Routine Requests Requests Strategy (LO 1) Outline an effective strategy for writing routine business requests Copyright © 2017 Pearson Education, Inc Chapter - Structure of Routine Requests (1) (1) The The Opening Opening Three Three Parts Parts (Direct (Direct Approach) Approach) (2) (2) The The Body Body (3) (3) The The Close Close Copyright © 2017 Pearson Education, Inc Chapter - Stating Your Request Up Front •Pay Attention to Tone •Assume Audience Compliance •Be Specific about What You Want Copyright © 2017 Pearson Education, Inc Chapter - Explaining and Justifying Your Request •Follow from Opening Remarks •Ask Important Questions First •Limit Questions to One Topic Copyright © 2017 Pearson Education, Inc Chapter - Requesting Specific Action in a Courteous Close •State a Specific Request •Provide Contact Information •Express Your Appreciation Copyright © 2017 Pearson Education, Inc Chapter - Common Examples Examples of of Common Routine Requests Requests Routine (LO 2) Describe three common types of routine requests Copyright © 2017 Pearson Education, Inc Chapter - Asking for Information and Action StateYour YourRequest RequestClearly Clearly State Explainand andSupport Supportthe theRequest Request Explain IntroduceReader ReaderBenefits Benefits Introduce Copyright © 2017 Pearson Education, Inc Chapter - 10 Strategy for for Routine Routine Replies Replies and and Positive Positive Strategy Messages Messages (LO 3) Outline an effective strategy for writing routine replies and positive messages Copyright © 2017 Pearson Education, Inc Chapter - 13 Starting with the Main Idea Prepare the Audience for What Will Follow Write Your Opening Clearly Copyright © 2017 Pearson Education, Inc Keep the Opening Concise Chapter - 14 Providing Necessary Details and Explanation Explain Your Point Completely Maintain a Supportive Tone Copyright © 2017 Pearson Education, Inc Create a Favorable Context Chapter - 15 Ending with a Courteous Close Keep It Short and Simple, Neutral or Positive Simply Say “Thank You” Copyright © 2017 Pearson Education, Inc Clarify Follow-Up Action Chapter - 16 Common Examples Examples of of Routine Routine Replies Replies and and Common Positive Messages Messages Positive (LO 4) Describe six common types of routine replies and positive messages Copyright © 2017 Pearson Education, Inc Chapter - 17 Answering Requests for Information or Action Using the Direct Approach Open with the Main Idea Include Explanation and Detail Close the Message Courteously Copyright © 2017 Pearson Education, Inc Chapter - 18 Granting Claims and Requests for Adjustments • • • • • • Acknowledge the complaint Sympathize with the customer Take or assign personal responsibility Explain how you’ll handle the situation Take steps to repair the relationship Follow up on your response Copyright © 2017 Pearson Education, Inc Chapter - 19 Providing Recommendations and References Candidate’s Name Position or Objective Your Relationship Facts and Evidence Comparison with Peers Overall Evaluation Copyright © 2017 Pearson Education, Inc Chapter - 20 Effective Recommendation Letter Copyright © 2017 Pearson Education, Inc Chapter - 21 Sharing Routine Information Opening Opening State Purpose; Purpose; Nature Nature of of Information Information State Body Body Provide Necessary Necessary Information Information Provide Closing Closing End with with aa Courteous Courteous Close Close End Copyright © 2017 Pearson Education, Inc Chapter - 22 Announcing Good News (1 of 2) •News Releases External Messages •Direct-to-Consumer Releases •Social Media Releases Copyright © 2017 Pearson Education, Inc Chapter - 23 Announcing Good News Copyright © 2017 Pearson Education, Inc (2 of 2) Chapter - 24 Fostering Goodwill •Sending Congratulations •Expressing Appreciation •Offering Condolences Copyright © 2017 Pearson Education, Inc Chapter - 25 Goodwill Messages Copyright © 2017 Pearson Education, Inc Chapter - 26 All rights reserved No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher Printed in the United States of America Copyright © 2017 Pearson Education, Inc Chapter - 27 .. .Excellence in in Excellence Business Communication Communication Business Chapter Writing Routine and Positive Messages Copyright © 2017 Pearson Education, Inc Learning Objectives Outline... Pearson Education, Inc Chapter - 11 Making Claims and Requesting Adjustments Copyright © 2017 Pearson Education, Inc Chapter - 12 Strategy for for Routine Routine Replies Replies and and Positive Positive... Write Your Opening Clearly Copyright © 2017 Pearson Education, Inc Keep the Opening Concise Chapter - 14 Providing Necessary Details and Explanation Explain Your Point Completely Maintain a Supportive