1. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 7 - 1 Writing Routine and Positive Messages

2. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 7 - 2 The Three-Step Process Planning Writing Completing

3. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 7 - 3 Routine Requests State the request Explain and justify the request Close the message

4. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 7 - 4 State the Request Use the right tone Consider the audience Punctuate properly Use specific language

5. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 7 - 5 Support the Request Ask important questions first Ask relevant questions Deal with one topic per question

6. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 7 - 6 Close the Message Specific request Goodwill and appreciation Contact information

7. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 7 - 7 Routine Requests Information and action Claims and adjustments Recommendations

8. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 7 - 8 Action and Information Company insiders Company outsiders

9. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 7 - 9 Recommendations State the request Provide a resume or other support Express appreciation

10. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 7 - 10 Claims and Adjustments State the problem Offer details and explanations Propose a specific action or solution

11. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 7 - 11 Routine Replies and Positive Messages Start with the main idea Provide details and explanations End with a courteous close

12. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 7 - 12 Types of Routine Replies and Positive Messages Requests for information or action Claims and adjustment requests Recommendations Informative messages Good-news announcements Goodwill messages

13. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 7 - 13 Requests for Information and Action The direct approach –Prompt –Gracious –Thorough

14. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 7 - 14 Claims and Requests for Adjustment Who is at fault? –The company –The customer –A third party

15. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 7 - 15 References and Recommendations Avoid overstatements Provide facts Avoid value judgments Balance praise and criticism

16. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 7 - 16 Informative Messages Reminder notices –Upcoming events –New procedures –Workplace changes Policy statements –Shipping and returns –Sales discounts –Company developments

17. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 7 - 17 Good-News Announcements Direct approach –Employment offers Careful wording Legal advice –News releases Relevant information Public relations

18. © Prentice Hall, 2007 Excellence in Business Communication, 7eChapter 7 - 18 Promoting Goodwill Congratulations Appreciation Condolences