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Prentice Hall, 2008

Business Communication Today, 9e Chapter 8 - 1


Writing Routine and
Positive Messages
Prentice Hall, 2008
Business Communication Today, 9e Chapter 8 - 2
Planning Writing Completing
Analyze Situation
Gather Information
Select Medium
Get Organized
Revise
Produce
Proofread
Distribute
Adapt to
the Audience
Compose
the Message
Three-Step Writing Process
Prentice Hall, 2008
Business Communication Today, 9e Chapter 8 - 3
Routine Requests
State Request
Support Request
Close Message
Prentice Hall, 2008
Business Communication Today, 9e Chapter 8 - 4
State the Request
Use the Right Tone
Assume Audience
Compliance
Use Specific Language
Prentice Hall, 2008
Business Communication Today, 9e Chapter 8 - 5
Support the Request
Explain the Request
Stress Reader Benefits
Ask Questions
Prentice Hall, 2008
Business Communication Today, 9e Chapter 8 - 6
Close the Message
Contact Information
Appreciation
and Goodwill
Specific Request
Three Important
Elements
Prentice Hall, 2008
Business Communication Today, 9e Chapter 8 - 7
Types of Routine Requests
Action and Information
Recommendations
Claims and Adjustments
Prentice Hall, 2008
Business Communication Today, 9e Chapter 8 - 8
Action and Information
Internal
Audience
External
Audience
State the Request
Support the Request
Close the Request
More Shared
Background
Less Shared
Background
Less
Formal
More
Formal
Prentice Hall, 2008
Business Communication Today, 9e Chapter 8 - 9
Recommendations
State the request
Support the request
Provide a rsum
Show appreciation
Provide instructions
Prentice Hall, 2008
Business Communication Today, 9e Chapter 8 - 10
Claims and Adjustments
Expect a Fair Adjustment
Document all Correspondence
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Problem Statement
Details and Explanations
Specific Actions or Solutions
Prentice Hall, 2008
Business Communication Today, 9e Chapter 8 - 11
Routine Replies
and Positive Messages
The Main Idea
Details and Support
A Courteous Close
Prentice Hall, 2008
Business Communication Today, 9e Chapter 8 - 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
Prentice Hall, 2008
Business Communication Today, 9e Chapter 8 - 13
Requests for
Action and Information
Prompt
Gracious
Thorough
Prentice Hall, 2008
Business Communication Today, 9e Chapter 8 - 14
Claims and Requests for
Adjustment
Who Is at Fault?
The
Company
The
Customer
A Third
Party
Prentice Hall, 2008
Business Communication Today, 9e Chapter 8 - 15
Recommendations
Candidates Full Name
Nature of the Relationship
Relevant Facts or Evidence
Position or Objective
Why You Are Writing
Comparison and Evaluation
Prentice Hall, 2008
Business Communication Today, 9e Chapter 8 - 16
Informative Messages
Reminder Notices
Upcoming Events
New Procedures
Workplace Changes
Policy Statements
Shipping and Returns
Sales Discounts
Company Developments
Prentice Hall, 2008
Business Communication Today, 9e Chapter 8 - 17
Good-News Announcements
Employment
Offers
News
Releases
Careful
Wording
Legal Advice
Relevant
Information
Public
Relations
Direct Approach
Prentice Hall, 2008
Business Communication Today, 9e Chapter 8 - 18
Effective News Releases
Pick Newsworthy Events
Focus on One Subject
Stress Important Ideas
Keep Statements Brief
Prentice Hall, 2008
Business Communication Today, 9e Chapter 8 - 19
Effective News Releases
Minimize Verbal Clutter
Focus on Specifics
Exercise Restraint
Follow Industry Practices
Prentice Hall, 2008
Business Communication Today, 9e Chapter 8 - 20
Fostering Goodwill
Congratulations
Appreciation
Condolences