Writing Routine and Positive Messages

1. © Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 7 - 1 Writing Routine and Positive Messages Learning Objectives After studying this chapter, you will be able to: Apply the three-step writing process to routine and positive messages. Outline an effective strategy for writing routine requests. Explain how to ask for specific action in a courteous manner. Describe a strategy for writing routine replies and positive messages. Discuss the importance of knowing who is responsible when granting claims and requests for adjustment. Explain how creating informative messages differs from responding to information requests. Describe the importance of goodwill messages and explain how to make them effective.Learning Objectives After studying this chapter, you will be able to: Apply the three-step writing process to routine and positive messages. Outline an effective strategy for writing routine requests. Explain how to ask for specific action in a courteous manner. Describe a strategy for writing routine replies and positive messages. Discuss the importance of knowing who is responsible when granting claims and requests for adjustment. Explain how creating informative messages differs from responding to information requests. Describe the importance of goodwill messages and explain how to make them effective.

2. © Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 7 - 2