© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 1

Writing Routine, Writing Routine, Good-News, and Good-News, and

Goodwill MessagesGoodwill Messages

© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 2

Three-Step Writing Three-Step Writing ProcessProcess

Step 1 Step 3Step 2

Planning Writing Completing

© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 3

Routine RequestsRoutine Requests

State the RequestState the Request

Support the RequestSupport the Request

Close the MessageClose the Message

© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 4

State the RequestState the Request

Use the Right ToneUse the Right Tone

Consider the AudienceConsider the Audience

Punctuate ProperlyPunctuate Properly

Use Specific LanguageUse Specific Language

© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 5

Support the RequestSupport the Request

Ask Important Questions FirstAsk Important Questions FirstAsk Important Questions FirstAsk Important Questions First

Ask Relevant QuestionsAsk Relevant QuestionsAsk Relevant QuestionsAsk Relevant Questions

Present One Topic Per QuestionPresent One Topic Per QuestionPresent One Topic Per QuestionPresent One Topic Per Question

© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 6

Close the MessageClose the Message

Goodwill andGoodwill andAppreciationAppreciation

Contact InformationContact Information

Specific RequestSpecific Request

Three ImportantThree ImportantElementsElements

Three ImportantThree ImportantElementsElements

© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 7

Routine RequestsRoutine Requests

Information and ActionInformation and Action

Claims and AdjustmentsClaims and Adjustments

References References and Recommendationsand Recommendations

© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 8

Requesting Action Requesting Action and Informationand Information

Company Insiders

Company Outsiders

© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 9

Making Claims and Making Claims and Requesting AdjustmentsRequesting Adjustments

Problem StatementProblem Statement

Details and ExplanationDetails and Explanation

Actions or SolutionsActions or Solutions

© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 10

Requesting ReferencesRequesting Referencesor Recommendationsor Recommendations

State the RequestState the Request

Provide a RProvide a Résuméésuméor Other Informationor Other Information

Express AppreciationExpress Appreciation

© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 11

Routine Replies Routine Replies and Positive Messagesand Positive Messages

The Main IdeaThe Main IdeaThe Main IdeaThe Main Idea

Details and ExplanationsDetails and ExplanationsDetails and ExplanationsDetails and Explanations

A Courteous CloseA Courteous CloseA Courteous CloseA Courteous Close

© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 12

Types of Routine Replies Types of Routine Replies and Positive Messagesand 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

© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 13

Requests forRequests forInformation and ActionInformation and Action

The Direct ApproachThe Direct ApproachThe Direct ApproachThe Direct Approach

PromptPromptPromptPrompt GraciousGraciousGraciousGracious ThoroughThoroughThoroughThorough

© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 14

Claims and Requests for Claims and Requests for AdjustmentAdjustment

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

© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 15

ReferencesReferencesand Recommendations and Recommendations

Avoid Avoid OverstatementsOverstatements

Avoid Avoid OverstatementsOverstatements

Avoid ValueAvoid ValueJudgmentsJudgments

Avoid ValueAvoid ValueJudgmentsJudgments

Provide Provide Factual InformationFactual Information

Provide Provide Factual InformationFactual Information

Balance PraiseBalance Praiseand Criticismand Criticism

Balance PraiseBalance Praiseand Criticismand Criticism

© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 16

Informative MessagesInformative 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

© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 17

Good-News Good-News AnnouncementsAnnouncements

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

© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 18

Effective News Effective News ReleasesReleases

Pick Newsworthy EventsPick Newsworthy Events

Stress Important IdeasStress Important Ideas

Keep Statements BriefKeep Statements Brief

© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 19

Effective News Effective News ReleasesReleases

Minimize verbal clutterMinimize verbal clutter

Focus on SpecificsFocus on Specifics

Exercise RestraintExercise Restraint

© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 20

Promoting GoodwillPromoting Goodwill

CongratulationsCongratulations

AppreciationAppreciation

CondolencesCondolences