1. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 7 - 1 Writing Routine and Positive Messages

2. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 7 - 2 Key Writing Concepts Organization Active/passive language “You” orientation Reader benefit, alternative Respectful tone Formatting Spelling, grammar, punctuation, content Design & readability Closing with goodwill

3. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 7 - 3 PlanningWritingCompleting Analyze Situation Gather Information Select Medium Get Organized Revise Produce Proofread Distribute Analyze the Audience Analyze the Audience Compose the Message Compose the Message Three-Step Writing Process

4. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 7 - 4 Routine Request Strategy State the RequestExplain and JustifyClose the Message Practice CourtesyImportant QuestionsSpecific Request Assume ComplianceRelevant QuestionsContact Information Be SpecificOne-Topic QuestionsAppreciation/Goodwill

5. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 7 - 5 Types of Routine Requests Action and Information Recommendations Claims or Adjustments

6. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 7 - 6 Action and Information State the Request Support the Request Offer Reader Benefits

7. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 7 - 7 Recommendations State the Request Provide a Résumé Say “Thank You”

8. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 7 - 8 Claims and Adjustments State the problem Explain the problem Provide verification Propose a solution

9. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 7 - 9 Routine Replies and Positive Messages Overall Goals CommunicateInformationCommunicateInformation Answer All Questions QuestionsProvide Needed Details Provide Make a Good Impression Impression Positive ResponsesGoodwill Messages

10. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 7 - 10 Routine-Message Strategy The Message Receptive Audience Main Idea Relevant Details Relevant Details Cordial Close Cordial Close

11. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 7 - 11 Common Routine Replies and Positive Messages Action and InformationClaims and Adjustments RecommendationsInformative Messages AnnouncementsGoodwill Messages

12. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 7 - 12 Action and Information Be Prompt Be Gracious Be Thorough

13. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 7 - 13 Claims and Adjustments Who Is at Fault? TheCompanyTheCompanyTheCustomerTheCustomer A Third Party Party

14. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 7 - 14 Recommendations Candidate’s full name Position or objective Nature of your relationship What prompted you to write Relevant facts and evidence Overall evaluation

15. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 7 - 15 Informative Messages Notices Policies

16. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 7 - 16 Goodwill Messages Congratulations Appreciation Condolences

17. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 7 - 17 Reviewing Key Points Using the three-step process Making routine requests Sending routine replies Sending Positive messages