8/11/2019 Chapter 8 - Routine and Positive Messages

1/20

Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 1

Writing Routine and

Positive Messages

8/11/2019 Chapter 8 - Routine and Positive Messages

2/20

Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 2

Planning Writing Completing

Analyze Situation

Gather Information

Select Medium

Get Organized

Revise

Produce

Proofread

Distribute

Adapt to

the Audience

Compose

the Message

Three-Step Writing Process

8/11/2019 Chapter 8 - Routine and Positive Messages

3/20

Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 3

Routine Requests

State Request

Support Request

Close Message

8/11/2019 Chapter 8 - Routine and Positive Messages

4/20

Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 4

State the Request

Use the Right Tone

Assume Audience

Compliance

Use Specific Language

8/11/2019 Chapter 8 - Routine and Positive Messages

5/20

Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 5

Support the Request

Explain the Request

Stress Reader Benefits

Ask Questions

8/11/2019 Chapter 8 - Routine and Positive Messages

6/20

Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 6

Close the Message

Contact Information

Appreciation

and Goodwill

Specific Request

Three Important

Elements

8/11/2019 Chapter 8 - Routine and Positive Messages

7/20

Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 7

Types of Routine Requests

Action and Information

Recommendations

Claims and Adjustments

8/11/2019 Chapter 8 - Routine and Positive Messages

8/20

Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 8

Action and Information

Internal

Audience

External

Audience

State the Request

Support the Request

Close the Request

More Shared

Background

Less Shared

Background

Less

Formal

More

Formal

8/11/2019 Chapter 8 - Routine and Positive Messages

9/20

Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 9

Recommendations

State the request

Support the request

Provide a rsum

Show appreciation

Provide instructions

8/11/2019 Chapter 8 - Routine and Positive Messages

10/20

Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 10

Claims and Adjustments

Expect a Fair Adjustment

Document all Correspondence

RemainPositive

Be

Professiona

l

Problem Statement

Details and Explanations

Specific Actions or Solutions

8/11/2019 Chapter 8 - Routine and Positive Messages

11/20

Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 11

Routine Replies

and Positive Messages

The Main Idea

Details and Support

A Courteous Close

8/11/2019 Chapter 8 - Routine and Positive Messages

12/20

Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 12

Types of Routine Replies

and Positive MessagesRequests for information or action

Claims and adjustment requests

Recommendations

Informative messages

Good-news announcements

Goodwill messages

8/11/2019 Chapter 8 - Routine and Positive Messages

13/20

Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 13

Requests for

Action and Information

Prompt

Gracious

Thorough

8/11/2019 Chapter 8 - Routine and Positive Messages

14/20

Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 14

Claims and Requests for

Adjustment

Who Is at Fault?

TheCompany

TheCustomer

A ThirdParty

8/11/2019 Chapter 8 - Routine and Positive Messages

15/20

Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 15

Recommendations

Candidates Full Name

Nature of the Relationship

Relevant Facts or Evidence

Position or Objective

Why You Are Writing

Comparison and Evaluation

8/11/2019 Chapter 8 - Routine and Positive Messages

16/20

Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 16

Informative Messages

Reminder Notices

Upcoming Events

New Procedures

Workplace Changes

Policy Statements

Shipping and Returns

Sales Discounts

Company Developments

8/11/2019 Chapter 8 - Routine and Positive Messages

17/20

Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 17

Good-News Announcements

Employment

Offers

News

Releases

Careful

WordingLegal Advice

Relevant

Information

Public

Relations

Direct Approach

8/11/2019 Chapter 8 - Routine and Positive Messages

18/20

Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 18

Effective News Releases

Pick Newsworthy Events

Focus on One Subject

Stress Important Ideas

Keep Statements Brief

8/11/2019 Chapter 8 - Routine and Positive Messages

19/20

Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 19

Effective News Releases

Minimize Verbal Clutter

Focus on Specifics

Exercise Restraint

Follow Industry Practices

8/11/2019 Chapter 8 - Routine and Positive Messages

20/20

Prentice Hall, 2008 Business Communication Today, 9e Chapter 8 - 20

Fostering Goodwill

Congratulations

Appreciation

Condolences