©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 7 - 1
Writing Routine,
Writing Routine,
Good-News, and
Good-News, and
Goodwill Messages
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 7 - 2
The Three-Step
The Three-Step
Process
Process
Completing Completing
Audience
Audience
M
e
s
s
a
g
e
M
e
s
s
a
g
e
Writing Writing Planning
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 7 - 3
Routine Requests
Routine Requests
State the Request
State the Request
Explain and Justify
Explain and Justify
the Request
the Request
Close the
Close the
Message
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 7 - 4
State the Request Up Front
State the Request Up Front
Assume Your Audience Will Comply
Assume Your Audience Will Comply
Assume Your Audience Will Comply
Assume Your Audience Will Comply Be Specific
Be SpecificBe Specific
Be Specific
Punctuate Polite Requests and Questions Differently
Punctuate Polite Requests and Questions Differently
Punctuate Polite Requests and Questions Differently
Punctuate Polite Requests and Questions Differently Pay Attention to Tone
Pay Attention to Tone
Pay Attention to Tone
Pay Attention to Tone
Avoid Starting With Personal Introductions
Avoid Starting With Personal Introductions
Avoid Starting With Personal Introductions
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 7 - 5
Explain and Justify
Explain and Justify
the Request
the Request
Ask Important Questions First
Ask Important Questions First
Ask Important Questions First
Ask Important Questions First
Ask Relevant Questions
Ask Relevant Questions
Ask Relevant Questions
Ask Relevant Questions
Deal With One Topic Per Question
Deal With One Topic Per Question
Deal With One Topic Per Question
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 7 - 6
Close the Request
Close the Request
Goodwill and
Goodwill and
Appreciation
Appreciation
Contact
Contact
Information
Information
Specific
Specific
Request
Request
Three Important
Three Important
Elements
Elements
Three Important
Three Important
Elements
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Prentice Hall , 2003
Business Communicat ion Today
Chapter 7 - 7
Products
Products
and Services
and Services
Information
Information
and Action
and Action
Recommendations
Recommendations
and References
and References
Claims and
Claims and
Adjustments
Adjustments
Routine Requests
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 7 - 8
Placing Orders
Placing Orders
The Reader’s
The Reader’s
Attitude
Attitude
Your
Your
Requirements
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 7 - 9
Requesting Action
Requesting Action
and Information
and Information
Company
Insiders
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 7 - 10
Making Claims and
Making Claims and
Requesting Adjustments
Requesting Adjustments
State the Problem
State the Problem
Offer Details
Offer Details
and Explanation
and Explanation
Propose Specific
Propose Specific
Action or Solution
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 7 - 11
Requesting References
Requesting References
or Recommendations
or Recommendations
State the Request
State the Request
Provide a R
Provide a R
ésumé
ésumé
or Other Information
or Other Information
Express
Express
Appreciation
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 7 - 12
Routine Announcements,
Routine Announcements,
Replies and Positive
Replies and Positive
Messages
Messages
Start With the
Start With the
Main Idea
Main Idea
Provide Details
Provide Details
and Explanations
and Explanations
End With a
End With a
Courteous Close
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 7 - 13
Informative
Informative
Messages
Messages
Reminder
Reminder
Notices
Notices
Reminder
Reminder
Notices
Notices
Policy
Policy
Statement
Statement
s
s
Policy
Policy
Statement
Statement
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 7 - 14
Requests for
Requests for
Information and Action
Information and Action
Choosing the
Choosing the
Direct Approach
Direct Approach
Handling
Handling
Potential Sales
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 7 - 15
Claims and Requests
Claims and Requests
for Adjustment
for Adjustment
Claims and Requests
Claims and Requests
for Adjustment
for Adjustment
Who Is at Fault?
Who Is at Fault?
Who Is at Fault?
Who Is at Fault?
The
The
Company
Company
The
The
Company
Company
The
The
Customer
Customer
The
The
Customer
Customer
A Third
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 7 - 16
Providing
Providing
Recommendations
Recommendations
and References
and References
Avoid
Overstatements
Be Specific
Provide Facts
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 7 - 17
Good News
Good News
Announcements
Announcements
Offers of
Offers of
Employment
Employment
Products
Products
and Operations
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 7 - 18
Sending Goodwill
Sending Goodwill
Messages
Messages
Congratulations
Congratulations
Appreciation
Appreciation
Condolences
