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© Prentice Hall, 2005 Excellence in Business CommunicationChapter 7 - 1 Writing Routine Messages
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© Prentice Hall, 2005 Excellence in Business CommunicationChapter 7 - 2 The Three-Step Process Completing Audience Message Writing Planning
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© Prentice Hall, 2005 Excellence in Business CommunicationChapter 7 - 3 Routine Requests State the Request Explain and Justify the Request Close the Message
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© Prentice Hall, 2005 Excellence in Business CommunicationChapter 7 - 4 State the Request Pay Attention to Tone Assume Audience Compliance Avoid Personal Introductions Use Specific Language
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© Prentice Hall, 2005 Excellence in Business CommunicationChapter 7 - 5 Support the Request Ask Important Questions First Ask Relevant Questions Deal With One Topic Per Question
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© Prentice Hall, 2005 Excellence in Business CommunicationChapter 7 - 6 Close the Request Goodwill and Appreciation ContactInformation Specific Action Three Important Elements Elements
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© Prentice Hall, 2005 Excellence in Business CommunicationChapter 7 - 7 Routine Requests Information and Action Claims and Adjustments Recommendations and References
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© Prentice Hall, 2005 Excellence in Business CommunicationChapter 7 - 8 Requesting Action and Information Company Insiders Company Outsiders
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© Prentice Hall, 2005 Excellence in Business CommunicationChapter 7 - 9 Making Claims and Requesting Adjustments State the Problem Offer Details and Explanation Propose Specific Action or Solution
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© Prentice Hall, 2005 Excellence in Business CommunicationChapter 7 - 10 Requesting References or Recommendations State the Request Provide a Résumé or Other Information ExpressAppreciation
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© Prentice Hall, 2005 Excellence in Business CommunicationChapter 7 - 11 Routine Replies and Positive Messages Start With the Main Idea Provide Details and Explanations End With a Courteous Close
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© Prentice Hall, 2005 Excellence in Business CommunicationChapter 7 - 12 Informative Messages ReminderNoticesReminderNotices PolicyStatementsPolicyStatements
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© Prentice Hall, 2005 Excellence in Business CommunicationChapter 7 - 13 Requests for Information and Action Choosing the Direct Approach Handling Potential Sales
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© Prentice Hall, 2005 Excellence in Business CommunicationChapter 7 - 14 Who Is at Fault? TheCompanyTheCompanyTheCustomerTheCustomer A Third Party Party Claims and Requests for Adjustments
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© Prentice Hall, 2005 Excellence in Business CommunicationChapter 7 - 15 Providing Recommendations and References Avoid Overstatements Be Specific Provide Facts Avoid Value Judgments
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© Prentice Hall, 2005 Excellence in Business CommunicationChapter 7 - 16 Sending Goodwill Messages Congratulations Appreciation Condolences
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