BUS 251 - CHP 10 - Writing Routine and Positive Messages

Business Communication Today
Fourteenth Edition
Chapter 10
Writing Routine and Positive
Messages
Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.
Learning Objectives
10.1 Outline an effective strategy for writing routine business
requests.
10.2 Describe three common types of routine requests.
10.3 Outline an effective strategy for writing routine replies and
positive messages.
10.4 Describe six common types of routine replies and positive
messages.
Three Parts of a Routine Request
• The Opening
• The Body
• The Close
Stating Your Request Up Front
• Pay Attention to Tone
• Assume Audience Compliance
• Be Specific
Explaining and Justifying Your Request
• Smooth and Logical Explanation
• Show Benefit to the Reader (“You” Attitude)
• Ask the Most Important Question First
• Breakdown Complex Requests
Requesting Specific Action in a Courteous
Close
• Specific Request and Deadline
• Contact Information
• Expression of Appreciation
Asking for Information and Action
• State Request Clearly
• Support Why You’re Making the Request
• Appeal to Readers’ Interests If Applicable
Asking for Recommendations
• Ask Permission
• Organize Your Request Using the Direct Approach
• State the Purpose of the Recommendation
• Remind the Reader How You Know Each Other
• Close with an Expression of Appreciation
Making Claims and Requesting Adjustments
• Explain the Problem and Give Details

• Provide Backup Information
• Request Specific Action
Starting with the Main Idea
• Clear and Concise Opening
• Share Good News First
• Prepare Audience for Details that Follow
Providing Details and Explanation
• Use the Body to Explain Your Point Completely
• Use the Indirect Approach (if there is some negative
information as well)
• Provide Assurance to Customer
Ending With a Courteous Close
• End on a Neutral or Positive Note
• A Simple “Thank You” May Suffice
• Clearly Communicate any Necessary Follow-Up Action
Answering Requests for Information or
Action
• Respond to the Inquiry and Answer All Questions
• Leave the Reader with a Good Impression
• Encourage the Future Sale
Granting Claims and Requests for
Adjustment
• Acknowledge Receipt of the Customer’s Claim or
Complaint
• Sympathize with the Customer
• Take Personal Responsibility
• Explain How You Resolved the Situation
• Take Steps to Repair the Relationship/ compensation
• Follow Up
• Maintain professionalism
Blunt and accusing
letter is unlikely to lead
Subject: Bill Adjustment to a cooperative reply
or further business.
To whom it may concern:
I just received a bill for $1,500 for the party that I held for my employees at
the Royal Party Centre. I absolutely refuse to pay this amount for the subpar
job you did of hosting this event.
First, you put us in an unpleasant room with no windows even though we

had made our reservations weeks in advance. As if this weren’t bad enough,
it took the servers so long to bring all our food out that some people had
finished eating before others were even served.
I regret that I chose your centre for this important company event. This bad
experience reflected poorly on me. Enclosed is my payment for $1,000,
which I feel is more than fair.
Timothy Warner
The indirect
approach is
Subject: Invoice #271 (Office Party on Dec 12, 2014) less harsh.
Dear Mr. Philips:
As you know, our office held its Annual Winter Lunch at your party centre on
December 12. While the food was exceptional, I have concerns regarding
our experience.
When I made the booking last September (Contract Attached), I requested

to have the party in Hall A because of its size and view. The room we were
given was Hall C, which as you know is small and has no windows. The
party was elegant, but it appeared that more servers were needed. As a
result some guests had finished eating before others had even started.
Overall the party was not the impressive “Thank You” to my hardworking
employees I had in mind when we finalized the contract. In light of these
circumstances I am requesting a revised invoice of $1,000.
Timothy Warner
Providing Recommendations and
References
• Understand company policies
• Candidate’s Full Name
• Objective Candidate is Seeking
• Nature of Relationship with Candidate
• Facts Relevant to Candidate and the Opportunity
• Comparison of Candidate to Peers
• Overall Evaluation of Candidate
Sharing Routine Information
• State the Purpose
• Provide Necessary Details
• End with a Courteous Close
Announcing Good News
• Examples:
– Opening new facilities
– Hiring a new executive
– Introducing new products or services
– Sponsoring community events
• Use the direct approach
Fostering Goodwill
• Sending Congratulations
• Sending Messages of Appreciation
– Recognize other’s contribution
– Encourages further excellence
• Offering Condolences

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Business Communication Today

• Explain the Problem and Give Details

First, you put us in an unpleasant room with no windows even though we

When I made the booking last September (Contract Attached), I requested

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