1. Chapter 10 By: Andrea Jacobs and Brianna Hightower 1B

2. Planning Page(219) When Planning ask yourself…. Why are you writing? Who is your audience? What do you want the reader to think or do? What ideas do you want to communicate?

3. Providing Information Page(219) Most common reason for writing business messages is to provide info to customers, colleagues, or supervisors There are two general approaches to writing a message:direct and indirect.Although each writing situation is unique you first decision should be selecting which approach is being used.

4. Positive and Neutral Messages (pg. 220) 1.Reason for Writing: tell the reader what the purpose for writing them is. What is the main subject? Can you fit it in the subject line in an e-mail? 1.Provide Information: write in clear, short sentences. Use paragraphs. Use bulleted lists if needed. 1.Closing the Message: Be courteous when ending your message. Offer assistance if necessary and be clear and direct.

5. Negative Messages (pg. 221) An indirect approach is best used when delivering negative messages. 1.Explain First: Giving an explanation at the very start helps with the negative parts. Show empathy for the reader and address possible objections or concerns. 1.State the Negative in a Positive Language: Choose a respectful way to get the negative message across. 1.Close Courteously: maintain positivity. If necessary, be firm, but not harsh.

6. Routine Informational Messages (pg. 221) Confirmation messages written to coworkers is downward communication, and should be written short and informal. Sending a message to a customer requires formal communication.

7. Transmittal Messages (pg. 225) A transmittal message accompanies a document and explains what the document is, why it should receive the reader's consideration, and what the reader should do with it.

8. Instructions and Directions (pg.225) Instructions-usually can be carried out in any order, while directions,whether simple or complex, usually must be followed in sequence.

9. Chapter 10 P225 -229 Christopher Medina

10. Guidelines for Writing a Confirmation Message Clearly and specifically state the circumstances to which you are referring Make every effort to provide complete and accurate information that reflects your best notes or memory Ask questions, rather than making assumptions, if any part of the agreement is not clear in your mind

11. Guidelines for Writing a Confirmation Message cont. Ask reader to confirm that the information is correct. If necessary, invite additional feedback to ensure that you and the reader have mutual understanding and agreement.

12. Transmittal message ❏ A transmittal message is a routine communication accompanying documents or other materials attached to emails or sent by a delivery service ❏ The message may also include a description of the materials ❏ The level of formality of a transmittal message depends on the reader

13. d Guidelines for writing a transmittal message

14. Chapter 10 Pages 244-247 Made by: Ryan Koon and Tiara Duncan

15. Writing sales messages SALES MESSAGES: must persuade the reader to spend money for a product or service, either immediately or later. This attracts the attention of the reader, while selling the features and benefits of the product or service.

17. Attract the reader’s attention Think of something that the reader needs or wants and explain why your product or service will meet those needs or wants. Use a provocative statement to get the reader’s attention.

18. Build the reader’s interest

19. Create desire for product or service

20. Anticipate Questions and Objections Anticipate questions and objections the reader may have. Then, provide information to answer those question or overcome those objections.

21. encourage the reader to take action