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

2.  Editing – Content, readability  Introductions and conclusions  Indirect and direct messages 3rd December 20092Business Communication (BUS-101)

3.  Editing – Style  Email/Memo/Letter Format  Routine Messages ◦ Requesting Information ◦ Making a complaint ◦ Requesting a Reference Letter 3rd December 20093Business Communication (BUS-101)

4.  For normal business situations  About day to day activity  Rarely complicated  Quick, clear, and direct 3rd December 20094Business Communication (BUS-101)

5.  3 Step writing process: ◦ Step 1: Planning (gather, organise, focus) ◦ Step 2: Writing (Drafting) ◦ Step 3: Completing (editing) 3rd December 20095Business Communication (BUS-101)

6.  3 Step writing process: ◦ Step 1: Planning (gather, organise, focus) ◦ Step 2: Writing (Drafting) ◦ Step 3: Completing (editing) 3rd December 20096Business Communication (BUS-101)

7.  Even though messages are short, it is still good to plan the message.  Collect info, organise your thoughts, focus your ideas 3rd December 20097Business Communication (BUS-101)

8.  Go over 5 communication strategies  Purpose? Objective? Style? Channel? Audience? 3rd December 20098Business Communication (BUS-101)

9.  Use the “you” attitude  Adapt the message to the readers 3rd December 20099Business Communication (BUS-101)

10.  3 Step writing process: ◦ Step 1: Planning (gather, organize, focus) ◦ Step 2: Writing (Drafting) ◦ Step 3: Completing (editing) 3rd December 200910Business Communication (BUS-101)

11.  Assume your reader is interested or neutral  Assume they will respond positively 3rd December 200911Business Communication (BUS-101)

12.  Must have a clear opening (Introduction)  State all main ideas (Body)  Close Politely (Conclusion) 3rd December 200912Business Communication (BUS-101)

13.  3 Step writing process: ◦ Step 1: Planning (gather, organize, focus) ◦ Step 2: Writing (Drafting) ◦ Step 3: Completing (editing) 3rd December 200913Business Communication (BUS-101)

14.  Check content, readability, style format.  Proofread typos, errors, etc.  Read over before sending 3rd December 200914Business Communication (BUS-101)

15.  We will look at the strategy for writing routine messages.  Start with the Introduction 3rd December 200915Business Communication (BUS-101)

16.  State your request at the beginning  Pay attention to your tone  Avoid personal intros  Be specific (say exactly what you want!) 3rd December 200916Business Communication (BUS-101)

17.  Explain and justify your request  Include any benefits it might have for your audience 3rd December 200917Business Communication (BUS-101)

18.  If you have questions, ask them here.  List the most important questions first.  Make the questions simple and short (succinct) 3rd December 200918Business Communication (BUS-101)

19.  Repeat your specific request including: ◦ Time ◦ Place 3rd December 200919Business Communication (BUS-101)

20.  Say how you can be reached, including: ◦ Phone # ◦ Email ◦ Office ◦ Skype ◦ Etc… 3rd December 200920Business Communication (BUS-101)

21.  End with a polite closing  What is a polite closing? 3rd December 200921Business Communication (BUS-101)

22.  We will look at three different kinds: ◦ Normal Requests ◦ Complaints ◦ Requests for a reference 3rd December 200922Business Communication (BUS-101)

23.  We will look at three different kinds: ◦ Normal Request ◦ Complaint ◦ Request for a reference 3rd December 200923Business Communication (BUS-101)

24.  Asking for information or action  Opinions?  Help? 3rd December 200924Business Communication (BUS-101)

25.  State three things: ◦ What you want to know ◦ Why you want to know it ◦ Why the reader should help 3rd December 200925Business Communication (BUS-101)

26.  Be clear in your request and your explanation  Direct approach ◦ Include dates and times 3rd December 200926Business Communication (BUS-101)

27.  For fellow employees: ◦ Assume they know you ◦ Have a clear and detailed subject ◦ Email is usually the best channel 3rd December 200927Business Communication (BUS-101)

28.  For other companies ◦ To ask other customers to provide information or do something simple 3rd December 200928Business Communication (BUS-101)

29.  Always be polite, but not too polite- no need to grovel!  Ask clear and numbered questions for an easy reply 3rd December 200929Business Communication (BUS-101)

30.  We will look at three different kinds: ◦ Normal Request ◦ Complaint ◦ Request for a reference 3rd December 200930Business Communication (BUS-101)

31.  If you are unsatisfied with a service or product ◦ Over charging ◦ Broken products ◦ Impolite salespeople 3rd December 200931Business Communication (BUS-101)

32.  Also called “Claims and Adjustments” 3rd December 200932Business Communication (BUS-101)

33.  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) 3rd December 200933Business Communication (BUS-101)

34.  Good for you because it leaves a permanent record  Must be rational, clear, and polite  Assume the reader will agree with you 3rd December 200934Business Communication (BUS-101)

35.  Beginning ◦ Straightforward explanation of problem 3rd December 200935Business Communication (BUS-101)

36.  Middle ◦ Complete explanation. Include all specifics and details of problem. (date purchased, date of issue) 3rd December 200936Business Communication (BUS-101)

37.  End ◦ Request specific action (if known) ◦ Provide contact information 3rd December 200937Business Communication (BUS-101)

38.  We will look at three different kinds: ◦ Normal Request ◦ Complaint ◦ Request for a reference 3rd December 200938Business Communication (BUS-101)

39.  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 3rd December 200939Business Communication (BUS-101)

40.  You should ask a former teacher, boss, lecturer, etc  Follow routine request strategies 3rd December 200940Business Communication (BUS-101)

41.  Introduction/opening 3rd December 200941Business Communication (BUS-101)

42.  Start by asking permission ◦ “Would you please provide me a recommendation…”  Say what position you are applying for and at what company 3rd December 200942Business Communication (BUS-101)

43.  If time has passed, repeat how you know this person including the time and place. (School, job, etc) 3rd December 200943Business Communication (BUS-101)

44.  Body ◦ Include a copy of your resume and any useful information that would make you good for this job (school work, experience) 3rd December 200944Business Communication (BUS-101)

45.  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 3rd December 200945Business Communication (BUS-101)