Lecturer: Gareth Jones Class 6: Routine Business Messages

Lecturer: Gareth JonesClass 6: Routine Business Messages

Editing – Content, readability Introductions and conclusions Indirect and direct messages

3rd December 2009 2Business Communication (BUS-101)

Editing – StyleEmail/Memo/Letter FormatRoutine Messages◦Requesting Information◦Making a complaint◦Requesting a Reference Letter

For normal business situationsAbout day to day activityRarely complicatedQuick, clear, and direct

3 Step writing process:◦Step 1: Planning (gather, organise, focus)◦Step 2: Writing (Drafting)◦Step 3: Completing (editing)

Even though messages are short, it is still good to plan the message.

Collect info, organise your thoughts, focus your ideas

Go over 5 communication strategiesPurpose? Objective? Style? Channel?

Audience?

Use the “you” attitudeAdapt the message to the

readers

3 Step writing process:◦Step 1: Planning (gather, organize,

focus)◦Step 2: Writing (Drafting)◦Step 3: Completing (editing)

Assume your reader is interested or neutral

Assume they will respond positively

Must have a clear opening (Introduction)State all main ideas (Body)Close Politely (Conclusion)

3 Step writing process:◦Step 1: Planning (gather, organize, focus)◦Step 2: Writing (Drafting)◦Step 3: Completing (editing)

Check content, readability, style format.Proofread typos, errors, etc.Read over before sending

We will look at the strategy for writing routine messages.

Start with the Introduction

State your request at the beginningPay attention to your toneAvoid personal introsBe specific (say exactly what you want!)

Explain and justify your request Include any benefits it might have for

your audience

If you have questions, ask them here.List the most important questions first.Make the questions simple and short

(succinct)

Repeat your specific request including:◦Time◦Place

Say how you can be reached, including:◦Phone #◦Email◦Office◦Skype◦Etc…

End with a polite closingWhat is a polite closing?

We will look at three different kinds:◦Normal Requests◦Complaints◦Requests for a reference

We will look at three different kinds:◦Normal Request◦Complaint◦Request for a reference

Asking for information or actionOpinions?Help?

State three things:◦What you want to know◦Why you want to know it◦Why the reader should help

Be clear in your request and your explanation

Direct approach◦Include dates and times

For fellow employees:◦Assume they know you◦Have a clear and detailed subject◦Email is usually the best channel

For other companies◦To ask other customers to provide

information or do something simple

Always be polite, but not too polite- no need to grovel!

Ask clear and numbered questions for an easy reply

We will look at three different kinds:◦Normal Request◦Complaint◦Request for a reference

If you are unsatisfied with a service or product◦Over charging◦Broken products◦Impolite salespeople

Also called “Claims and Adjustments”

Explain the problemGive the details of the problemRequest or suggest action (if known)◦Be prepared to send other documents

(receipts, sales info, etc)

Good for you because it leaves a permanent record

Must be rational, clear, and politeAssume the reader will agree with you

Beginning◦Straightforward explanation of problem

Middle◦Complete explanation. Include all specifics

and details of problem. (date purchased, date of issue)

End◦Request specific action (if known)◦Provide contact information

We will look at three different kinds:

◦Normal Request◦Complaint◦Request for a reference

Many jobs will ask for a reference or a recommendation

This is a letter from someone who knows you and will tell the company about you

You should ask a former teacher, boss, lecturer, etc

Follow routine request strategies

Introduction/opening

Start by asking permission◦“Would you please provide me a

recommendation…”Say what position you are applying for

and at what company

If time has passed, repeat how you know this person including the time and place. (School, job, etc)

Body◦Include a copy of your resume and any

useful information that would make you good for this job (school work, experience)

Closing◦Include the name and address of the person

it should be sent to and a deadline if there is one◦Close with a goodwill ending

Lecturer: Gareth Jones Class 6: Routine Business Messages

Documents

Gareth murran

Gareth Morgan - Cap4

Lecturer: Gareth Jones Class 2: The Writing Process

Gareth Metcalfe’s Gareth Metcalfe’s live Gareth Metcalfe’s

Gareth Warmingham Senior Lecturer

Gareth Bellaby

Gareth Jones Gareth Jones - A Man Who Knew Too Much Gareth Jones - A Man Who Knew Too Much National Press Club 21st November 2011 Gareth

Lecturer: Gareth Jones Class 14: Academic Essays

Lecturer: Gareth Jones Class 9: Presentations 3. How to be a better presenter ◦ Body language ◦ Stances ◦ Speech ◦ Practising the presentation ◦ Conquering

Lecturer: Gareth Jones Class 1: Introduction, Basic Writing Skills & Reports

Gareth Jones 1209

Lecturer: Gareth Jones Class 11: Routine & Bad News Messages

MSc Computer Games and Entertainment Maths & Graphics Unit 2011/12 Lecturer: Gareth Edwards

Associations between work-related exposure and the ...Dr Gareth T Jones Senior Lecturer in Epidemiology ... Det følgende er en dansk oversættelse af referencedokumentets populære

Gareth Morgan

Gareth Bale

1 Gareth Jones Gareth Jones Princeton Club, New York 6th November 2013 Gareth Jones When the Holodomor Makes the News… 1

Gareth dale

Stress management Gareth

Lecturer: Gareth Jones Class 7: Routine Business Messages