1. Business Communication
Lecturer: Gareth Jones
Class 6: Routine Business Messages

2. Yesterday Editing – Content, readability Introductions and conclusions
Indirect and direct messages
Business Communication (BUS-101)
3rd December 2009

3. Today Editing – Style Email/Memo/Letter Format Routine Messages
Requesting Information
Making a complaint
Requesting a Reference Letter
Business Communication (BUS-101)
3rd December 2009

4. Routine Messages For normal business situations
About day to day activity
Rarely complicated
Quick, clear, and direct
Business Communication (BUS-101)
3rd December 2009

5. Routine Messages 3 Step writing process:
Step 1: Planning (gather, organise, focus)
Step 2: Writing (Drafting)
Step 3: Completing (editing)
Business Communication (BUS-101)
3rd December 2009

6. Routine Messages 3 Step writing process:
Step 1: Planning (gather, organise, focus)
Step 2: Writing (Drafting)
Step 3: Completing (editing)
Business Communication (BUS-101)
3rd December 2009

7. Planning
Even though messages are short, it is still good to plan the message.
Collect info, organise your thoughts, focus your ideas
Business Communication (BUS-101)
3rd December 2009

8. Planning Go over 5 communication strategies
Purpose? Objective? Style? Channel? Audience?
Business Communication (BUS-101)
3rd December 2009

9. Adapt the message to the readers
Planning
Use the “you” attitude
Adapt the message to the readers
Business Communication (BUS-101)
3rd December 2009

10. Routine Messages 3 Step writing process:
Step 1: Planning (gather, organize, focus)
Step 2: Writing (Drafting)
Step 3: Completing (editing)
Business Communication (BUS-101)
3rd December 2009

11. Writing Assume your reader is interested or neutral
Assume they will respond positively
Business Communication (BUS-101)
3rd December 2009

12. Writing Must have a clear opening (Introduction)
State all main ideas (Body)
Close Politely (Conclusion)
Business Communication (BUS-101)
3rd December 2009

13. Routine Messages 3 Step writing process:
Step 1: Planning (gather, organize, focus)
Step 2: Writing (Drafting)
Step 3: Completing (editing)
Business Communication (BUS-101)
3rd December 2009

14. Editing Check content, readability, style format.
Proofread typos, errors, etc.
Read over before sending
Business Communication (BUS-101)
3rd December 2009

15. Message Strategy
We will look at the strategy for writing routine messages.
Start with the Introduction
Business Communication (BUS-101)
3rd December 2009

16. Introduction Strategy
State your request at the beginning
Pay attention to your tone
Avoid personal intros
Be specific (say exactly what you want!)
Business Communication (BUS-101)
3rd December 2009

17. Body Strategy Explain and justify your request
Include any benefits it might have for your audience
Business Communication (BUS-101)
3rd December 2009

18. Body Strategy If you have questions, ask them here.
List the most important questions first.
Make the questions simple and short (succinct)
Business Communication (BUS-101)
3rd December 2009

19. Closing Strategy Repeat your specific request including: Time Place
Business Communication (BUS-101)
3rd December 2009

20. Closing Strategy Say how you can be reached, including: Phone # Email
Office
Skype
Etc…
Business Communication (BUS-101)
3rd December 2009

21. Closing Strategy End with a polite closing What is a polite closing?
Business Communication (BUS-101)
3rd December 2009

22. Routine Messages We will look at three different kinds:
Normal Requests
Complaints
Requests for a reference
Business Communication (BUS-101)
3rd December 2009

23. Routine Messages We will look at three different kinds: Normal Request
Complaint
Request for a reference
Business Communication (BUS-101)
3rd December 2009

24. Normal Request Asking for information or action Opinions? Help?
Business Communication (BUS-101)
3rd December 2009

25. Normal Request State three things: What you want to know
Why you want to know it
Why the reader should help
Business Communication (BUS-101)
3rd December 2009

26. Normal Request Be clear in your request and your explanation
Direct approach
Include dates and times
Business Communication (BUS-101)
3rd December 2009

27. Normal Request For fellow employees: Assume they know you
Have a clear and detailed subject
is usually the best channel
Business Communication (BUS-101)
3rd December 2009

28. Normal Request For other companies
To ask other customers to provide information or do something simple
Business Communication (BUS-101)
3rd December 2009

29. Normal Request
Always be polite, but not too polite- no need to grovel!
Ask clear and numbered questions for an easy reply
Business Communication (BUS-101)
3rd December 2009

30. Routine Messages We will look at three different kinds: Normal Request
Complaint
Request for a reference
Business Communication (BUS-101)
3rd December 2009

31. Complaint If you are unsatisfied with a service or product
Over charging
Broken products
Impolite salespeople
Business Communication (BUS-101)
3rd December 2009

32. Complaint Also called “Claims and Adjustments”
Business Communication (BUS-101)
3rd December 2009

33. Complaint 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)
Business Communication (BUS-101)
3rd December 2009

34. Complaint Good for you because it leaves a permanent record
Must be rational, clear, and polite
Assume the reader will agree with you
Business Communication (BUS-101)
3rd December 2009

35. Complaint Beginning Straightforward explanation of problem
Business Communication (BUS-101)
3rd December 2009

36. Complaint
Middle
Complete explanation. Include all specifics and details of problem. (date purchased, date of issue)
Business Communication (BUS-101)
3rd December 2009

37. Complaint End Request specific action (if known)
Provide contact information
Business Communication (BUS-101)
3rd December 2009

38. Routine Messages We will look at three different kinds: Normal Request
Complaint
Request for a reference
Business Communication (BUS-101)
3rd December 2009

39. Reference Request
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
Business Communication (BUS-101)
3rd December 2009

40. Reference Request You should ask a former teacher, boss, lecturer, etc
Follow routine request strategies
Business Communication (BUS-101)
3rd December 2009

41. Reference Request Introduction/opening
Business Communication (BUS-101)
3rd December 2009

42. Reference Request Start by asking permission
“Would you please provide me a recommendation…”
Say what position you are applying for and at what company
Business Communication (BUS-101)
3rd December 2009

43. Reference Request
If time has passed, repeat how you know this person including the time and place. (School, job, etc)
Business Communication (BUS-101)
3rd December 2009

44. Reference Request Body
Include a copy of your resume and any useful information that would make you good for this job (school work, experience)
Business Communication (BUS-101)
3rd December 2009

45. Reference Request 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
Business Communication (BUS-101)
3rd December 2009