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Pertemuan 8 Writing Routine and Positive Messages. Matakuliah : J0012/ Komunikasi Bisnis I Tahun : 2008. Audience Reaction. Eager/Interested/ Pleased/Neutral. Displeased . Uninterested/Unwilling. Message Opening. Main idea, good news, or request. Neutral buffer statement.
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Pertemuan 8Writing Routine and Positive Messages Matakuliah : J0012/ Komunikasi Bisnis I Tahun : 2008
Audience Reaction Eager/Interested/ Pleased/Neutral Displeased Uninterested/Unwilling Message Opening Main idea, good news, or request Neutral buffer statement Attention-getting statement/question Message Body Necessary details Reasons/justification, bad news, positive suggestion Arousing interest, building desire Message Closing Cordial comment or statement about specific action Cordial close Request for action Choosing the Approach
Analyze Situation Revise Adapt to the Audience Gather Information Produce Select Medium Proofread Compose the Message Get Organized Distribute Three-Step Writing Process Planning Writing Completing
State Request • Support Request • Close Message Routine Requests
Use the Right Tone Assume Audience Compliance Use Specific Language State the Request
Explain the Request Stress Reader Benefits Ask Questions Support the Request
Specific Request Contact Information Appreciation and Goodwill Close the Message Three Important Elements
Action and Information Recommendations Claims and Adjustments Types of Routine Requests
Problem Statement Details and Explanations Specific Actions or Solutions Claims and Adjustments Expect a Fair Adjustment Remain Positive Be Professional Document all Correspondence
Recommendations • State the request • Support the request • Provide a résumé • Show appreciation • Provide instructions
The Main Idea Details and Support A Courteous Close Routine Replies and Positive Messages
Types of Routine Replies and Positive Messages • Requests for information or action • Claims and adjustment requests • Recommendations • Informative messages • Good-news announcements • Goodwill messages
Who Is at Fault? The Company The Customer A Third Party Claims and Requests for Adjustment
Candidate’s Full Name Position or Objective Nature of the Relationship Why You Are Writing Relevant Facts or Evidence Comparison and Evaluation Recommendations
Informative Messages Reminder Notices Policy Statements Upcoming Events Shipping and Returns New Procedures Sales Discounts Workplace Changes Company Developments
Careful Wording Legal Advice Relevant Information Public Relations Good-News Announcements Direct Approach Employment Offers News Releases
Pick Newsworthy Events • Minimize Verbal Clutter • Focus on One Subject • Focus on Specifics • Stress Important Ideas • Exercise Restraint • Keep Statements Brief • Follow Industry Practices Effective News Releases
Congratulations Appreciation Condolences Fostering Goodwill