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

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

3. 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

4. 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

5. 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

6. 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

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

8. 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

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

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

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

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

13. 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

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

15. 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

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