Post on 13-Jun-2018
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 1
Writing Routine and Writing Routine and Positive MessagesPositive Messages
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 2
Learning ObjectivesLearning Objectives• 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
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 3
Learning ObjectivesLearning Objectives• 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
• Discuss the value of goodwill messages and explain how to make them effective
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 4
The Three-Step ProcessThe Three-Step ProcessWriting CompletingPlanning
Analyze Situation
Gather Information
Select Medium
Get Organized
Revise
Produce Message
Proofread Message
Distribute Message
Adapt to the Audience
Composethe Message
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 5
Routine RequestsRoutine Requests
• The direct approach– State the request– Support the request– Close the message
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 6
State the RequestState the Request
• Use the right tone• Assume compliance• Be specific
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 7
Support the RequestSupport the Request
• Explain the request• Propose benefits• Ask questions
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 8
Close the MessageClose the Message
• Specific request• Contact information• Appreciation and goodwill
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 9
Common RequestsCommon Requests
• Information and action• Recommendations• Claims and adjustments
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 10
Information and ActionInformation and Action
• Adapt to audience and situation– State the request– Support the request– Offer reader benefits
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 11
RecommendationsRecommendations
• The direct approach–Make the request– Establish rapport– Express appreciation
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 12
Claims and AdjustmentsClaims and Adjustments
• State the problem• Explain the problem• Provide verification • Propose actions and solutions
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 13
Routine Replies Routine Replies and Positive Messagesand Positive Messages
• Overall goals– Communicate information– Answer all questions– Provide required details–Make a good impression
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 14
Routine-Message Routine-Message StrategyStrategy
• Main idea• Relevant details• Cordial close
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 15
Common Routine RepliesCommon Routine Repliesand Positive Messagesand Positive Messages
• Information and action• Claims and adjustments• Recommendations • Informative messages• Good-news announcements• Goodwill messages
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 16
Information and ActionInformation and Action
• Promptness• Graciousness• Thoroughness
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 17
Claims and AdjustmentsClaims and Adjustments
• Who is at fault?– The company– The customer– A third party
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 18
Company Is at FaultCompany Is at Fault
• Acknowledge claim or complaint• Take responsibility for the outcome• Sympathize with the customer• Explain your plan of action• Work to repair the relationship• Follow up on your response
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 19
Customer Is at FaultCustomer Is at Fault
• Refuse the claim– Cost of adjustment– Cost of lost business
• Grant the claim– Discourage mistakes–Maintain the customer
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 20
Third-Party Is a FaultThird-Party Is a Fault
• Evaluate situation• Offer solutions• Avoid blame game
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 21
Recommendations Recommendations
• Candidate’s full name• Position or objective• Nature of your relationship• What prompted you to write• Relevant facts and evidence• Overall evaluation
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 22
Informative MessagesInformative Messages• Reminder notices• Policy statements
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 23
Good-News Good-News AnnouncementsAnnouncements
• Direct approach– Employment offers– News releases
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 24
Effective News ReleasesEffective News Releases
• Pick newsworthy events• Focus on one subject• Stress important ideas• Keep statements brief
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 25
Effective News ReleasesEffective News Releases
• Minimize verbal clutter• Focus on specifics• Exercise restraint• Follow industry practices
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 26
Goodwill MessagesGoodwill Messages
• Congratulations– Business and personal occasions
• Appreciation– Good feelings and performance
• Condolences– Caring and sympathy