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 Planning Writing Completing

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 Be specific Pay attention to tone Assume your audience will comply Don’t start with a personal introduction Punctuate polite requests and questions differently

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 Request specific action Provide contact information Express appreciation and goodwill

7. © Prentice Hall, 2003 Business Communication TodayChapter 7 - 7 Routine Requests Placing orders Requesting information and action Making claims and requesting adjustments Requesting recommendations and references

8. © Prentice Hall, 2003 Business Communication TodayChapter 7 - 8 Placing Orders The reader’s attitude Your requirements

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 explanations Propose a specific action or solution

11. © Prentice Hall, 2003 Business Communication TodayChapter 7 - 11 Requesting References and Recommendations State the request ésumé or other informationProvide a résumé or other information Express appreciationExpress appreciation

12. © Prentice Hall, 2003 Business Communication TodayChapter 7 - 12 Routine Announcements, Replies and Positive Messages Start with the main idea Provide details and explanations End with a courteous close

13. © Prentice Hall, 2003 Business Communication TodayChapter 7 - 13 Informative Messages Reminder notices Policy statements

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? –The company –The customer –A third party

16. © Prentice Hall, 2003 Business Communication TodayChapter 7 - 16 Providing Recommendations and References Avoid overstatements Provide facts Avoid value judgments Be specific

17. © Prentice Hall, 2003 Business Communication TodayChapter 7 - 17 Good-News Announcements Offers of employment Products and operations

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