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Writing Routine and Positive Messages

Writing Routine and Positive Messages. Planning. Writing. Completing. Analyze Situation. Adapt to the Audience. Revise. Gather Information. Produce. Compose the Message. Select Medium. Proofread. Get Organized. Distribute. The Three-Step Process. Pay Attention to Tone.

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Writing Routine and Positive Messages

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  1. Writing Routine and Positive Messages

  2. Planning Writing Completing Analyze Situation Adapt to the Audience Revise Gather Information Produce Compose the Message Select Medium Proofread Get Organized Distribute The Three-Step Process

  3. Pay Attention to Tone Important Questions Specific Request Assume Compliance Relevant Questions Contact Information Be Specific One-Topic Questions Appreciation/Goodwill Routine Request Strategy State Request Clarify Request Close Message

  4. Information and Action Recommendations Claims or Adjustments Common Requests

  5. Straightforward Style Adapt to Situation Adapt to Audience State the Request Support the Request Offer Reader Benefits Information and Action

  6. The Direct Approach Make the Request Establish Rapport Express Appreciation Recommendations

  7. Claims and Adjustments • State the problem • Explain the problem • Provide verification • Request action

  8. Responses Announcements Goodwill Offer Information Answer Questions Provide Details Make an Impression Routine Repliesand Positive Messages Overall Goals

  9. Main Idea Relevant Details Cordial Close Routine-Message Strategy The Message Receptive Audience

  10. Common Routine Replies and Positive Messages • Information and action • Claims and adjustments • Recommendations • Informative messages • Good-news announcements • Goodwill messages

  11. Promptness Graciousness Thoroughness Action and Information

  12. Who Is at Fault? The Company The Customer A Third Party Claims and Adjustments

  13. Company Is at Fault • Acknowledge 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

  14. Cost of Adjustment Discourage Mistakes Cost of Lost Business Maintain the Customer Customer Is at Fault Refuse the Claim Grant the Claim

  15. Evaluate Situation Offer Solutions Avoid Blame Game Third-Party Is at Fault

  16. Candidate’s Name Position or Objective Nature of Relationship Why You Are Writing Relevant Evidence Overall Evaluation Recommendations

  17. Notices Policies Informative Messages

  18. Business Achievements Create Good Feelings Express Caring Personal Highlights Promote Further Excellence Convey Sympathy Goodwill Messages Congratulations Appreciation Condolences

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