1. Chapter 7 Copyright © 2014 Pearson Education, Inc.Chapter 7 - 1 Writing Routine and Positive Messages

2. Learning Objectives 1.Outline a strategy for routine requests 2.Review common routine requests 3.Outline a strategy for routine replies and positive messages 4.Describe examples of routine replies and positive messages Copyright © 2014 Pearson Education, Inc.Chapter 7 - 2

3. Strategy for Routine Requests Copyright © 2014 Pearson Education, Inc.Chapter 7 - 3

4. State the Request Copyright © 2014 Pearson Education, Inc.Chapter 7 - 4 Tone Audience Specifics

5. Explain and Justify Copyright © 2014 Pearson Education, Inc.Chapter 7 - 5 Explanation Benefits Questions

6. Close the Request Copyright © 2014 Pearson Education, Inc.Chapter 7 - 6 Action Contact Appreciation

7. Summary of Discussion Copyright © 2014 Pearson Education, Inc.Chapter 7 - 7

8. Common Examples of Routine Requests Copyright © 2014 Pearson Education, Inc.Chapter 7 - 8

9. Copyright © 2014 Pearson Education, Inc.Chapter 7 - 9 Information or Action

10. Copyright © 2014 Pearson Education, Inc.Chapter 7 - 10 RecommendationsRecommendations

11. Claims or Adjustments Copyright © 2014 Pearson Education, Inc.Chapter 7 - 11

12. Summary of Discussion Copyright © 2014 Pearson Education, Inc.Chapter 7 - 12

13. Strategy for Routine Replies and Positive Messages Copyright © 2014 Pearson Education, Inc.Chapter 7 - 13

14. Copyright © 2014 Pearson Education, Inc.Chapter 7 - 14 Message Goals Communicate Information Leave a Good Impression Provide the Details Answer All Questions

15. Message Strategy Copyright © 2014 Pearson Education, Inc.Chapter 7 - 15 Main Idea Support Close Clear Details Thank You Concise Tone Follow-Up

16. Summary of Discussion Copyright © 2014 Pearson Education, Inc.Chapter 7 - 16

17. Common Examples of Routine Replies and Positive Messages Copyright © 2014 Pearson Education, Inc.Chapter 7 - 17

18. Copyright © 2014 Pearson Education, Inc.Chapter 7 - 18 Action or Information Prompt Gracious Thorough

19. Copyright © 2014 Pearson Education, Inc.Chapter 7 - 19 Claims or Adjustments Interpret Policy Determine Fault

20. Copyright © 2014 Pearson Education, Inc.Chapter 7 - 20 Company at Fault Acknowledge the claim or complaint Sympathize with the customer Take responsibility for the outcome Explain your plan of action Work to repair the relationship Follow up on your response

21. Copyright © 2014 Pearson Education, Inc.Chapter 7 - 21 Customer at Fault Refuse Claim Adjustment Cost Business Cost Grant Claim Deter Mistakes Keep Customers

22. Copyright © 2014 Pearson Education, Inc.Chapter 7 - 22 Third-Party at Fault ► Assess the Situation ► Offer Feasible Solutions ► Avoid the Blame Game

23. Copyright © 2014 Pearson Education, Inc.Chapter 7 - 23 CandidateObjective RelationshipEvidence ComparisonsEvaluation RecommendationsRecommendations

24. Copyright © 2014 Pearson Education, Inc.Chapter 7 - 24 Updates Status Policies Procedures Routine Information

25. Announce Good News Copyright © 2014 Pearson Education, Inc.Chapter 7 - 25 Facilities Executives Products Services Community

26. Effective News Releases Copyright © 2014 Pearson Education, Inc.Chapter 7 - 26 Select Relevant, Newsworthy Items Focus on One Subject Put the Most Important Information First Use Short Sentence and Paragraphs

27. Effective News Releases Copyright © 2014 Pearson Education, Inc.Chapter 7 - 27 Eliminate Clutter and Extraneous Facts Be as Specific as Possible Avoid Being Self-Congratulatory Follow Accepted Industry Standards

28. Online News Releases Copyright © 2014 Pearson Education, Inc.Chapter 7 - 28 Direct-to- Consumers Social Media Releases

29. Fostering Goodwill Copyright © 2014 Pearson Education, Inc.Chapter 7 - 29 Messages Information Entertainment

30. Copyright © 2014 Pearson Education, Inc.Chapter 7 - 30 Typical Messages Congratulations Appreciation Condolences Sympathy

31. Summary of Discussion Copyright © 2014 Pearson Education, Inc.Chapter 7 - 31

32. Writing Routine and Positive Messages Copyright © 2014 Pearson Education, Inc.Chapter 7 - 32

33. Copyright © 2014 Pearson Education, Inc.Chapter 7 - 33