Chapter 7 Copyright © 2014 Pearson Education, Inc.Chapter 7 - 1 Writing Routine and Positive...
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Transcript of Chapter 7 Copyright © 2014 Pearson Education, Inc.Chapter 7 - 1 Writing Routine and Positive...
![Page 1: Chapter 7 Copyright © 2014 Pearson Education, Inc.Chapter 7 - 1 Writing Routine and Positive Messages.](https://reader036.fdocuments.net/reader036/viewer/2022081506/56649db35503460f94aa3b45/html5/thumbnails/1.jpg)
Chapter 7
Copyright © 2014 Pearson Education, Inc. Chapter 7 - 1
Writing Routine and Positive Messages
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Learning Objectives1. Outline a strategy for routine requests
2. Review common routine requests
3. Outline a strategy for routine replies and positive messages
4. Describe examples of routine replies and positive messages
Copyright © 2014 Pearson Education, Inc. Chapter 7 - 2
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Strategy for Routine Requests
Copyright © 2014 Pearson Education, Inc. Chapter 7 - 3
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State the Request
Copyright © 2014 Pearson Education, Inc. Chapter 7 - 4
•Tone
•Audience
•Specifics
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Explain and Justify
Copyright © 2014 Pearson Education, Inc. Chapter 7 - 5
•Explanation
•Benefits
•Questions
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Close the Request
Copyright © 2014 Pearson Education, Inc. Chapter 7 - 6
•Action
•Contact
•Appreciation
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Summary of Discussion
Copyright © 2014 Pearson Education, Inc. Chapter 7 - 7
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Common Examples of Routine Requests
Copyright © 2014 Pearson Education, Inc. Chapter 7 - 8
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Copyright © 2014 Pearson Education, Inc. Chapter 7 - 9
Information or Action
• State the Request
• Support the Request
• Introduce Reader Benefits
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Copyright © 2014 Pearson Education, Inc. Chapter 7 - 10
Recommendations• Ask for a
Recommendation
• Support the Request
• Express Your Appreciation
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Claims or Adjustments
Copyright © 2014 Pearson Education, Inc. Chapter 7 - 11
• State the Problem
• Explain Your Situation
• Request for Specific Action
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Summary of Discussion
Copyright © 2014 Pearson Education, Inc. Chapter 7 - 12
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Strategy for Routine Replies and Positive
Messages
Copyright © 2014 Pearson Education, Inc. Chapter 7 - 13
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Copyright © 2014 Pearson Education, Inc. Chapter 7 - 14
Message Goals
Communicate Information
Leave a Good Impression
Provide the Details
Answer All Questions
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Message Strategy
Copyright © 2014 Pearson Education, Inc. Chapter 7 - 15
Main Idea Support Close
Clear Details Thank You
Concise Tone Follow-Up
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Summary of Discussion
Copyright © 2014 Pearson Education, Inc. Chapter 7 - 16
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Common Examples of Routine Replies and Positive Messages
Copyright © 2014 Pearson Education, Inc. Chapter 7 - 17
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Copyright © 2014 Pearson Education, Inc. Chapter 7 - 18
Action or Information
•Prompt
•Gracious
•Thorough
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Copyright © 2014 Pearson Education, Inc. Chapter 7 - 19
Claims or Adjustments
•Interpret Policy
•Determine Fault
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Copyright © 2014 Pearson Education, Inc. Chapter 7 - 20
Company at Fault• Acknowledge the 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
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Copyright © 2014 Pearson Education, Inc. Chapter 7 - 21
Customer at Fault
Refuse Claim
Adjustment Cost
Business Cost
Grant Claim
Deter Mistakes
Keep Customers
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Copyright © 2014 Pearson Education, Inc. Chapter 7 - 22
Third-Party at Fault
►Assess the Situation
►Offer Feasible Solutions
►Avoid the Blame Game
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Copyright © 2014 Pearson Education, Inc. Chapter 7 - 23
Candidate Objective
Relationship Evidence
Comparisons Evaluation
Recommendations
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Copyright © 2014 Pearson Education, Inc. Chapter 7 - 24
Updates
Status
Policies
Procedures
Routine Information
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Announce Good News
Copyright © 2014 Pearson Education, Inc. Chapter 7 - 25
•Facilities•Executives•Products•Services•Community
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Effective News Releases
Copyright © 2014 Pearson Education, Inc. Chapter 7 - 26
• Select Relevant, Newsworthy Items
• Focus on One Subject
• Put the Most Important Information First
• Use Short Sentence and Paragraphs
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Effective News Releases
Copyright © 2014 Pearson Education, Inc. Chapter 7 - 27
• Eliminate Clutter and Extraneous Facts
• Be as Specific as Possible
• Avoid Being Self-Congratulatory
• Follow Accepted Industry Standards
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Online News Releases
Copyright © 2014 Pearson Education, Inc. Chapter 7 - 28
Direct-to- Consumers
Social MediaReleases
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Fostering Goodwill
Copyright © 2014 Pearson Education, Inc. Chapter 7 - 29
•Messages
•Information
•Entertainment
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Copyright © 2014 Pearson Education, Inc. Chapter 7 - 30
Typical Messages
•Congratulations•Appreciation•Condolences•Sympathy
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Summary of Discussion
Copyright © 2014 Pearson Education, Inc. Chapter 7 - 31
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Writing Routine and Positive Messages
Copyright © 2014 Pearson Education, Inc. Chapter 7 - 32
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Copyright © 2014 Pearson Education, Inc. Chapter 7 - 33