© Prentice Hall, 2004 Business Communication EssentialsChapter Writing Routine, Good-News, and Goodwill Messages

© Prentice Hall, 2004 Business Communication EssentialsChapter The Three-Step Process Planning Writing Completing

© Prentice Hall, 2004 Business Communication EssentialsChapter Routine Requests Make your request Justify your request Conclude your message

© Prentice Hall, 2004 Business Communication EssentialsChapter State Your Request Use a courteous tone Be specific and precise Assume reader compliance Avoid personal introductions Use questions and polite requests

© Prentice Hall, 2004 Business Communication EssentialsChapter Justify Your Request Explain the request Offer reader benefits Ask questions

© Prentice Hall, 2004 Business Communication EssentialsChapter Conclude Your Message Request specific action Provide contact information Promote goodwill

© Prentice Hall, 2004 Business Communication EssentialsChapter Types of Routine Requests Business orders Information and action Claims and adjustments References and recommendations

© Prentice Hall, 2004 Business Communication EssentialsChapter Business Orders State your request Clarify the order Provide shipping information

© Prentice Hall, 2004 Business Communication EssentialsChapter Action and Information State why you are writing Explain the request Ask for specific action

© Prentice Hall, 2004 Business Communication EssentialsChapter Claims and Adjustments State the problem Support your assertions Propose a solution

© Prentice Hall, 2004 Business Communication EssentialsChapter References and Recommendations State the request ésuméProvide a résumé Say “Thank You”Say “Thank You”

© Prentice Hall, 2004 Business Communication EssentialsChapter Routine Replies and Positive Messages Impart information Answer questions Provide details Promote goodwill

© Prentice Hall, 2004 Business Communication EssentialsChapter The Direct Approach Main idea Relevant details Cordial close

© Prentice Hall, 2004 Business Communication EssentialsChapter Types of Routine Replies and Positive Messages Requests for action and information Claims and requests for adjustments Recommendations and references Messages that promote goodwill

© Prentice Hall, 2004 Business Communication EssentialsChapter Action and Information Be prompt Be gracious Be thorough

© Prentice Hall, 2004 Business Communication EssentialsChapter Claims and Requests for Adjustment Who is at fault? –The company –The customer –A third party

© Prentice Hall, 2004 Business Communication EssentialsChapter References and Recommendations Be forthright Be specific Stick to the facts Avoid value judgments

© Prentice Hall, 2004 Business Communication EssentialsChapter Goodwill Messages Congratulations Appreciation Condolences