1. © Prentice Hall, 2003 Business Communication TodayChapter 7 - 1 Writing Routine, Good-News, and Goodwill Messages

2. © Prentice Hall, 2003 Business Communication TodayChapter 7 - 2 The Three-Step Process Completing Audience Message Writing Planning

3. © Prentice Hall, 2003 Business Communication TodayChapter 7 - 3 Routine Requests State the Request Explain and Justify the Request Close the Message

4. © Prentice Hall, 2003 Business Communication TodayChapter 7 - 4 State the Request Up Front Assume Your Audience Will Comply Be Specific Punctuate Polite Requests and Questions Differently Pay Attention to Tone Avoid Starting With Personal Introductions

5. © Prentice Hall, 2003 Business Communication TodayChapter 7 - 5 Explain and Justify the Request Ask Important Questions First Ask Relevant Questions Deal With One Topic Per Question

6. © Prentice Hall, 2003 Business Communication TodayChapter 7 - 6 Close the Request Goodwill and Appreciation ContactInformation SpecificRequest Three Important Elements Elements

7. © Prentice Hall, 2003 Business Communication TodayChapter 7 - 7 Products and Services Information and Action Recommendations and References Claims and Adjustments Routine Requests (Form letters are often used)

8. © Prentice Hall, 2003 Business Communication TodayChapter 7 - 8 Placing Orders The Reader’s Attitude YourRequirements

9. © Prentice Hall, 2003 Business Communication TodayChapter 7 - 9 Requesting Action and Information Company Insiders Company Outsiders

10. © Prentice Hall, 2003 Business Communication TodayChapter 7 - 10 Making Claims and Requesting Adjustments State the Problem Offer Details and Explanation Propose Specific Action or Solution

11. © Prentice Hall, 2003 Business Communication TodayChapter 7 - 11 Requesting References or Recommendations State the Request Provide a Résumé or Other Information ExpressAppreciation

12. © Prentice Hall, 2003 Business Communication TodayChapter 7 - 12 Routine Announcements, Replies and Positive Messages Start With the Main Idea Provide Details and Explanations (sales promotion when appropriate) End With a Courteous Close (and resale when appropriate)

13. © Prentice Hall, 2003 Business Communication TodayChapter 7 - 13 Informative Messages ReminderNoticesReminderNotices PolicyStatementsPolicyStatements

14. © Prentice Hall, 2003 Business Communication TodayChapter 7 - 14 Requests for Information and Action Choosing the Direct Approach Handling Potential Sales

15. © Prentice Hall, 2003 Business Communication TodayChapter 7 - 15 Claims and Requests for Adjustment Who Is at Fault? TheCompanyTheCompanyTheCustomerTheCustomer A Third Party Party

16. © Prentice Hall, 2003 Business Communication TodayChapter 7 - 16 Providing Recommendations and References (Beware of libel and slander) Avoid Overstatements Be Specific Provide Facts Avoid Value Judgments

17. © Prentice Hall, 2003 Business Communication TodayChapter 7 - 17 Good News Announcements (News Releases) Offers of EmploymentProducts and Operations

18. © Prentice Hall, 2003 Business Communication TodayChapter 7 - 18 Sending Goodwill Messages Congratulations Appreciation Condolences