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Writing Routine Messages

Writing Routine Messages. The Three-Step Process. Planning Writing Completing. Routine Requests. State the request Explain and justify the request Close the message. State the Request. Use the right tone Consider the audience Punctuate properly Use specific language.

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Writing Routine Messages

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  1. Writing Routine Messages Business Communication Today 8e

  2. The Three-Step Process • Planning • Writing • Completing Business Communication Today 8e

  3. Routine Requests • State the request • Explain and justify the request • Close the message Business Communication Today 8e

  4. State the Request • Use the right tone • Consider the audience • Punctuate properly • Use specific language Business Communication Today 8e

  5. Support the Request • Ask important questions first • Ask relevant questions • Deal with one topic per question Business Communication Today 8e

  6. Close the Message • Specific request • Goodwill and appreciation • Contact information Business Communication Today 8e

  7. Routine Requests • Information and action • Claims and adjustments • References and recommendations Business Communication Today 8e

  8. Requesting Action and Information • Company insiders • Company outsiders Business Communication Today 8e

  9. Making Claims andRequesting Adjustments • State the problem • Offer details and explanations • Propose a specific action or solution Business Communication Today 8e

  10. Requesting Referencesand Recommendations • State the request • Provide a résumé or other information • Express appreciation Business Communication Today 8e

  11. Routine Messages and Positive Replies • Start with the main idea • Provide details and explanations • End with a courteous close Business Communication Today 8e

  12. Types of Routine Replies and Positive Messages • Requests for information or action • Claims and adjustment requests • Recommendations • Informative messages • Good-news announcements • Goodwill messages Business Communication Today 8e

  13. Requests forInformation and Action • The direct approach • Prompt • Gracious • Thorough Business Communication Today 8e

  14. Claims and Requestsfor Adjustment • Who is at fault? • The company • The customer • A third party Business Communication Today 8e

  15. Referencesand Recommendations • Avoid overstatements • Provide facts • Avoid value judgments • Balance praise and criticism Business Communication Today 8e

  16. Informative Messages • Reminder notices • Upcoming events • New procedures • Workplace changes • Policy statements • Shipping and returns • Sales discounts • Company developments Business Communication Today 8e

  17. Good-News Announcements • Direct approach • Employment offers • Careful wording • Legal advice • News releases • Relevant information • Public relations Business Communication Today 8e

  18. Effective News Releases • Pick newsworthy events • Stress important ideas • Keep statements brief Business Communication Today 8e

  19. Effective News Releases • Minimize verbal clutter • Focus on specifics • Exercise restraint Business Communication Today 8e

  20. Sending Goodwill Messages • Congratulations • Appreciation • Condolences Business Communication Today 8e

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