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Chapter 7

Chapter 7. Writing Routine and Positive Messages. Learning Objectives. Outline a strategy for routine requests Review common routine requests Outline a strategy for routine replies and positive messages Describe examples of routine replies and positive messages.

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Chapter 7

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  1. Chapter 7 Writing Routine and Positive Messages

  2. Learning Objectives • Outline a strategy for routine requests • Review common routine requests • Outline a strategy for routine replies and positive messages • Describe examples of routine replies and positive messages

  3. Strategy for Routine Requests

  4. State the Request • Tone • Audience • Specifics

  5. Explain and Justify • Explanation • Benefits • Questions

  6. Close the Request • Action • Contact • Appreciation

  7. Summary of Discussion

  8. Common Examples of Routine Requests

  9. Information or Action

  10. Recommendations

  11. Claims or Adjustments

  12. Summary of Discussion

  13. Strategy for Routine Replies and Positive Messages

  14. Message Goals Communicate Information Answer All Questions Provide the Details Leave a Good Impression

  15. Message Strategy Main Idea Support Close Clear Details Thank You Concise Tone Follow-Up

  16. Summary of Discussion

  17. Common Examples of Routine Replies and Positive Messages

  18. Action or Information • Prompt • Gracious • Thorough

  19. Claims or Adjustments • Interpret Policy • Determine Fault

  20. Company at Fault • Acknowledge the claim or complaint • Sympathize with the customer • Take responsibility for the outcome • Explain your plan of action • Work to repair the relationship • Follow up on your response

  21. Customer at Fault Refuse Claim Grant Claim Adjustment Cost Deter Mistakes Business Cost Keep Customers

  22. Third-Party at Fault ►Assess the Situation ►Offer Feasible Solutions ►Avoid the Blame Game

  23. Recommendations Candidate Objective Relationship Evidence Comparisons Evaluation

  24. Routine Information • Updates • Status • Policies • Procedures

  25. Announce Good News • Facilities • Executives • Products • Services • Community

  26. Effective News Releases • Select Relevant, Newsworthy Items • Focus on One Subject • Put the Most Important Information First • Use Short Sentence and Paragraphs

  27. Effective News Releases • Eliminate Clutter and Extraneous Facts • Be as Specific as Possible • Avoid Being Self-Congratulatory • Follow Accepted Industry Standards

  28. Online News Releases Direct-to- Consumers Social Media Releases

  29. Fostering Goodwill • Messages • Information • Entertainment

  30. Typical Messages • Congratulations • Appreciation • Condolences • Sympathy

  31. Summary of Discussion

  32. Writing Routine and Positive Messages

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