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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 cordially. State the Request. Pay attention to tone Assume audience compliance Avoid personal introductions Be specific.

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Writing Routine Messages

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  1. Writing Routine Messages Excellence in Business Communication

  2. The Three-Step Process • Planning • Writing • Completing Excellence in Business Communication

  3. Routine Requests • State the request • Explain and justify the request • Close cordially Excellence in Business Communication

  4. State the Request • Pay attention to tone • Assume audience compliance • Avoid personal introductions • Be specific Excellence in Business Communication

  5. Support the Request • Ask important questions first • Ask relevant questions • Use one-topic questions Excellence in Business Communication

  6. Close the Request • Request specific action • Provide contact information • Express appreciation and goodwill Excellence in Business Communication

  7. Routine Requests • Requesting information and action • Making claims and requesting adjustments • Requesting recommendations and references Excellence in Business Communication

  8. Requesting Action and Information • Company insiders • Company outsiders Excellence in Business Communication

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

  10. Requesting Referencesand Recommendations • State the request • Provide a résumé or other information • Express appreciation Excellence in Business Communication

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

  12. Informative Messages • Reminder notices • Policy statements Excellence in Business Communication

  13. Requests forInformation and Action • Choosing the direct approach • Handling potential sales Excellence in Business Communication

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

  15. Providing Recommendations and References • Avoid overstatements • Provide facts • Avoid value judgments • Be specific Excellence in Business Communication

  16. Sending Goodwill Messages • Congratulations • Appreciation • Condolences Excellence in Business Communication

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