BusCom07.ppt 286KB Mar 29 2010 04:55:17 AM

Writing Routine,
Good-News, and
Goodwill Messages

©

Business Communicat

Chapter 7 - 1

The Three-Step
Process

Planning

Writing

Completing

Message

Message

Audience

Audience

©

Business Communicat

Chapter 7 - 2

Routine Requests
State the Request
Explain and Justify
the Request
Close the
Message
©

Business Communicat

Chapter 7 - 3

State the Request Up Front
Be Specific
Pay Attention to Tone
Assume Your Audience Will Comply
Avoid Starting With Personal Introductions
Punctuate Polite Requests and Questions Differently
©

Business Communicat

Chapter 7 - 4

Explain and Justify
the Request
Ask Important Questions First
Ask Relevant Questions

Deal With One Topic Per Question
©

Business Communicat

Chapter 7 - 5

Close the Request
Specific
Request
Three Important
Important
Three
Elements
Elements

Goodwill and
Appreciation
Contact
Information

©

Business Communicat

Chapter 7 - 6

Routine Requests

©

Products
and Services

Information
and Action

Claims and
Adjustments

Recommendations
and References

Business Communicat

Chapter 7 - 7

Placing Orders
The Reader’s
Attitude
Your
Requirements
©

Business Communicat

Chapter 7 - 8

Requesting Action
and Information

Company
Insiders
Company
Outsiders
©

Business Communicat

Chapter 7 - 9

Making Claims and
Requesting Adjustments
State the Problem
Offer Details
and Explanation
Propose Specific
Action or Solution
©

Business Communicat

Chapter 7 -

Requesting References
or Recommendations
State the Request
Provide a Résumé
or Other Information
Express
Appreciation
©

Business Communicat

Chapter 7 -

Routine Announcements,
Replies and Positive
Messages
Start With the

Main Idea
Provide Details
and Explanations
End With a
Courteous Close
©

Business Communicat

Chapter 7 -

Informative
Messages
Reminder
Notices

©

Policy
Statement

s

Business Communicat

Chapter 7 -

Requests for
Information and Action

Choosing the
Handling
Direct Approach Potential Sales
©

Business Communicat

Chapter 7 -

Claims and Requests
for Adjustment

Adjustment
Who Is at Fault?

The
Company
©

The
Customer
Business Communicat

A Third
Party
Chapter 7 -

Providing
Recommendations
and References
Avoid
Overstatements

Provide Facts

Be Specific

Avoid Value
Judgments

©

Business Communicat

Chapter 7 -

Good News
Announcements
Offers of
Employment
©

Products
and Operations

Business Communicat

Chapter 7 -

Sending Goodwill
Messages
Congratulations
Appreciation
Condolences
©

Business Communicat

Chapter 7 -