Writing Routine, Good-News, and Goodwill Messages © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition

The Three-Step Process Planning Writing Completing © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition

Business Communication Essentials, Canadian Edition Routine Requests Make your request Explain and justify your request Conclude your message © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition

Business Communication Essentials, Canadian Edition State Your Request Use a courteous tone Assume reader compliance Avoid personal introductions Use questions and polite requests Be specific and precise © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition

Explain and Justify Your Request Explain the request Offer reader benefits Ask most important questions first Ask relevant questions Deal with one topic per question © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition

Business Communication Essentials, Canadian Edition Conclude Your Message Request specific action Provide contact information Promote goodwill © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition

Types of Routine Requests Business orders Information and action Claims and adjustments © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition

Business Communication Essentials, Canadian Edition Business Orders State your request Clarify the order Provide shipping information © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition

Action and Information State why you are writing Explain the request Ask for specific action © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition

Claims and Adjustments State the problem Support your assertions Politely request action © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition

Routine Replies and Positive Messages Impart information Answer questions Provide details Promote goodwill © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition

Business Communication Essentials, Canadian Edition The Direct Approach Main idea Relevant details Courteous close © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition

Types of Routine Replies and Positive Messages Requests for information and action Claims and requests for adjustments Messages that promote goodwill © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition

Information and Action Be prompt Be gracious Be thorough © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition

Claims and Requests for Adjustment Who is at fault? The company The customer A third party © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition

Business Communication Essentials, Canadian Edition Goodwill Messages Congratulations Appreciation Condolences © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition