Lecturer: Gareth Jones Class 6: Routine Business Messages

 Editing – Content, readability  Introductions and conclusions  Indirect and direct messages 3rd December 20092Business Communication (BUS-101)

 Editing – Style  /Memo/Letter Format  Routine Messages ◦ Requesting Information ◦ Making a complaint ◦ Requesting a Reference Letter 3rd December 20093Business Communication (BUS-101)

 For normal business situations  About day to day activity  Rarely complicated  Quick, clear, and direct 3rd December 20094Business Communication (BUS-101)

 3 Step writing process: ◦ Step 1: Planning (gather, organise, focus) ◦ Step 2: Writing (Drafting) ◦ Step 3: Completing (editing) 3rd December 20095Business Communication (BUS-101)

 3 Step writing process: ◦ Step 1: Planning (gather, organise, focus) ◦ Step 2: Writing (Drafting) ◦ Step 3: Completing (editing) 3rd December 20096Business Communication (BUS-101)

 Even though messages are short, it is still good to plan the message.  Collect info, organise your thoughts, focus your ideas 3rd December 20097Business Communication (BUS-101)

 Go over 5 communication strategies  Purpose? Objective? Style? Channel? Audience? 3rd December 20098Business Communication (BUS-101)

 Use the “you” attitude  Adapt the message to the readers 3rd December 20099Business Communication (BUS-101)

 3 Step writing process: ◦ Step 1: Planning (gather, organize, focus) ◦ Step 2: Writing (Drafting) ◦ Step 3: Completing (editing) 3rd December Business Communication (BUS-101)

 Assume your reader is interested or neutral  Assume they will respond positively 3rd December Business Communication (BUS-101)

 Must have a clear opening (Introduction)  State all main ideas (Body)  Close Politely (Conclusion) 3rd December Business Communication (BUS-101)

 3 Step writing process: ◦ Step 1: Planning (gather, organize, focus) ◦ Step 2: Writing (Drafting) ◦ Step 3: Completing (editing) 3rd December Business Communication (BUS-101)

 Check content, readability, style format.  Proofread typos, errors, etc.  Read over before sending 3rd December Business Communication (BUS-101)

 We will look at the strategy for writing routine messages.  Start with the Introduction 3rd December Business Communication (BUS-101)

 State your request at the beginning  Pay attention to your tone  Avoid personal intros  Be specific (say exactly what you want!) 3rd December Business Communication (BUS-101)

 Explain and justify your request  Include any benefits it might have for your audience 3rd December Business Communication (BUS-101)

 If you have questions, ask them here.  List the most important questions first.  Make the questions simple and short (succinct) 3rd December Business Communication (BUS-101)

 Repeat your specific request including: ◦ Time ◦ Place 3rd December Business Communication (BUS-101)

 Say how you can be reached, including: ◦ Phone # ◦ ◦ Office ◦ Skype ◦ Etc… 3rd December Business Communication (BUS-101)

 End with a polite closing  What is a polite closing? 3rd December Business Communication (BUS-101)

 We will look at three different kinds: ◦ Normal Requests ◦ Complaints ◦ Requests for a reference 3rd December Business Communication (BUS-101)

 We will look at three different kinds: ◦ Normal Request ◦ Complaint ◦ Request for a reference 3rd December Business Communication (BUS-101)

 Asking for information or action  Opinions?  Help? 3rd December Business Communication (BUS-101)

 State three things: ◦ What you want to know ◦ Why you want to know it ◦ Why the reader should help 3rd December Business Communication (BUS-101)

 Be clear in your request and your explanation  Direct approach ◦ Include dates and times 3rd December Business Communication (BUS-101)

 For fellow employees: ◦ Assume they know you ◦ Have a clear and detailed subject ◦ is usually the best channel 3rd December Business Communication (BUS-101)

 For other companies ◦ To ask other customers to provide information or do something simple 3rd December Business Communication (BUS-101)

 Always be polite, but not too polite- no need to grovel!  Ask clear and numbered questions for an easy reply 3rd December Business Communication (BUS-101)

 We will look at three different kinds: ◦ Normal Request ◦ Complaint ◦ Request for a reference 3rd December Business Communication (BUS-101)

 If you are unsatisfied with a service or product ◦ Over charging ◦ Broken products ◦ Impolite salespeople 3rd December Business Communication (BUS-101)

 Also called “Claims and Adjustments” 3rd December Business Communication (BUS-101)

 Explain the problem  Give the details of the problem  Request or suggest action (if known) ◦ Be prepared to send other documents (receipts, sales info, etc) 3rd December Business Communication (BUS-101)

 Good for you because it leaves a permanent record  Must be rational, clear, and polite  Assume the reader will agree with you 3rd December Business Communication (BUS-101)

 Beginning ◦ Straightforward explanation of problem 3rd December Business Communication (BUS-101)

 Middle ◦ Complete explanation. Include all specifics and details of problem. (date purchased, date of issue) 3rd December Business Communication (BUS-101)

 End ◦ Request specific action (if known) ◦ Provide contact information 3rd December Business Communication (BUS-101)

 We will look at three different kinds: ◦ Normal Request ◦ Complaint ◦ Request for a reference 3rd December Business Communication (BUS-101)

 Many jobs will ask for a reference or a recommendation  This is a letter from someone who knows you and will tell the company about you 3rd December Business Communication (BUS-101)

 You should ask a former teacher, boss, lecturer, etc  Follow routine request strategies 3rd December Business Communication (BUS-101)

 Introduction/opening 3rd December Business Communication (BUS-101)

 Start by asking permission ◦ “Would you please provide me a recommendation…”  Say what position you are applying for and at what company 3rd December Business Communication (BUS-101)

 If time has passed, repeat how you know this person including the time and place. (School, job, etc) 3rd December Business Communication (BUS-101)

 Body ◦ Include a copy of your resume and any useful information that would make you good for this job (school work, experience) 3rd December Business Communication (BUS-101)

 Closing ◦ Include the name and address of the person it should be sent to and a deadline if there is one ◦ Close with a goodwill ending 3rd December Business Communication (BUS-101)