1. Chapter 7 Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 1 Writing Routine and Positive Messages

2. © Prentice Hall, 2007Business Communication Essentials, 3e Chapter 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. Strategy for Routine Requests Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 3

4. State the Request Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 4 ToneTone AudienceAudience SpecificsSpecifics

5. Supporting Questions Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 5 ImportantImportant RelevantRelevant One-TopicOne-Topic

6. Close the Request Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 6 ActionAction ContactContact AppreciationAppreciation

7. Strategy for Routine Replies and Positive Messages Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 7

8. Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 8 Message Goals Communicate Information Leave a Good Impression Provide the Details Answer All Questions

9. Message Strategy Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 9 Main IdeaSupportClose ClearDetailsBenefits ConciseToneGoodwill

10. Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 10 Action or Information PromptPrompt GraciousGracious ThoroughThorough

11. Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 11 Claims or Adjustments Company Policy Assessment of Fault Assessment of Fault

12. Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 12 Company at Fault Acknowledge claim or complaintAcknowledge claim or complaint Sympathize with the customerSympathize with the customer Take responsibility for the outcomeTake responsibility for the outcome Explain your plan of actionExplain your plan of action Work to repair the relationshipWork to repair the relationship Follow up on your responseFollow up on your response

13. Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 13 Customer at Fault Refuse Claim Adjustment Cost Business Cost Grant Claim Deter Mistakes Keep Customers

14. Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 14 Third-Party at Fault Assess Situation Assess Situation Offer Solutions Offer Solutions No Blame Game No Blame Game

15. Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 15 Fostering Goodwill ► Offering Congratulations ► Showing Appreciation ► Condolences and Sympathy

16. Writing Routine and Positive Messages Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 16