1. Chapter Eight Routine Messages Cover McGraw-Hill/Irwin Copyright © 2014 by The McGraw-Hill Companies, Inc. All rights reserved.

2. 8-2 Learning Objectives LO8.1 Describe how delivering routine messages impacts credibility. LO8.2 Describe the process for developing routine business messages. LO8.3 Construct routine business requests. LO8.4 Compose routine sets of expectations. LO8.5 Construct routine sets of directions. LO8.6 Compose routine responses to inquiries.

3. 8-3 Learning Objectives LO8.7 Construct routine announcements. LO8.8 Compose routine claims. LO8.9 Construct routine appreciation messages. LO8.10 Compose apologies. LO8.11 Construct expressions of sympathy.

4. 8-4 Developing Routine Messages  In any given business day you need to produce credible messages quickly.  Excellent business communicators can develop routine written messages in a matter of minutes.

5. 8-5 Developing Routine Messages  Developing routine messages quickly does not mean abandoning the writing process of planning, drafting, and reviewing.

6. 8-6 Components of Routine Messages  State the primary message (ten words or fewer).  Provide details in paragraphs of 20 to 80 words.  Give restatement of the request or key message in more specific terms.  State goodwill.

7. 8-7 The Writing Process for Routine Messages Figure 8.1

8. 8-8 The Writing Process for Routine Messages Figure 8.1

9. 8-9 The Writing Process for Routine Messages Figure 8.1

10. 8-10 Making Requests  Requests are the essence of people coordinating work efforts, buying and selling products and services, and maintaining work relationships.

11. 8-11 Components of Requests Make request Provide rationale Call to action State goodwill

12. 8-12 Less-Effective Routine Request Figure 8.2

13. 8-13 More-Effective Routine Request Figure 8.3

14. 8-14 Setting Expectations  Setting expectations is directly tied to your credibility and ability to foster interpersonal trust in the workplace  Failure to do it can lead to lasting professional disappointments and breakdowns in working relationships

15. 8-15 Setting Expectations Describing responsibilities Providing deadlines Discussing coordination

16. 8-16 Less-Effective Example of Setting Expectations Figure 8.4

17. 8-17 More-Effective Example of Setting Expectations

18. 8-18 Providing Directions  Directions typically include specific—often step-by-step—guidelines for accomplishing particular tasks  In messages with procedures and directions, make the steps stand out clearly by enumerating each one.

19. 8-19 Components of Directions State goal Give step- by-step directions State goodwill

20. 8-20 Less-Effective Directions Figure 8.6

21. 8-21 More-Effective Directions Figure 8.7

22. 8-22 Responding to Inquiries  One of the most important strategies for responding to inquiries is to set off each question so your readers can quickly identify responses to particular questions  You generally can do this using bullets or numbered lists and/or special formatting

23. 8-23 Creating Announcements  Announcements  updates to policies and procedures, notices of events, and other correspondences that apply to a group of employees and/or customers

24. 8-24 Creating Announcements  To prevent employees and customers from ignoring announcements, the subject line must be specific and must create interest

25. 8-25 Less-Effective Announcement Figure 8.10

26. 8-26 More-Effective Announcement Figure 8.11

27. 8-27 Making Claims  Claims  requests for other companies to compensate for or correct the wrongs or mistakes they have made

28. 8-28 Making Claims  As you write claims, keep in mind that your goal is to have your claim honored  Focus on facts first and emotions second  Lay out a logical, reasonable, and professional explanation for your claim

29. 8-29 Less-Effective Claim Figure 8.12

30. 8-30 More-Effective Claim Figure 8.13

31. 8-31 Showing Appreciation  A sincere expression of thanks also helps achieve business goals and strengthens work relationships.

32. 8-32 Less-Effective Appreciation Message Figure 8.14

33. 8-33 More-Effective Appreciation Message Figure 8.15

34. 8-34 Making Apologies An apology includes the following elements:  acknowledgment of a mistake or an offense  an expression of regret for the harm caused  acceptance of responsibility  a commitment that the offense will not be repeated  Effective apologies should be timely and sincere.

35. 8-35 An Apology Figure 8.16

36. 8-36 Expressing Sympathy  The foremost requirement of any expression of sympathy is that it be sincere  Your genuine concern will compensate for any deficiencies in the words you use  Handwrite your expression of sympathy on a nice card

37. 8-37 An Expression of Sympathy Figure 8.17