Writing routine and positive messages ppt

Business etiquette

1. Copyright © 2010 Pearson Education International Chapter 8 -1
Writing Routine and
Positive Messages

2. Copyright © 2010 Pearson Education International Chapter 8 -2
Learning Objectives
•Apply the three-step writing process to
routine and positive messages
•Outline an effective strategy for writing
routine requests
•Explain how to ask for specific action in a
courteous manner

3. Copyright © 2010 Pearson Education International Chapter 8 -3
Learning Objectives
•Describe a strategy for writing routine replies
and positive messages
•Discuss the importance of knowing who is
responsible when granting claims and
requests for adjustment
•Discuss the value of goodwill messages and
explain how to make them effective

4. Copyright © 2010 Pearson Education International Chapter 8 -4
The Three-Step Process
Writing CompletingPlanning
Analyze Situation
Gather Information
Select Medium
Get Organized
Revise
Produce Message
Proofread Message
Distribute Message
Adapt to
the Audience
Compose
the Message

5. Copyright © 2010 Pearson Education International Chapter 8 -5
Routine Requests
•The direct approach
–State the request
–Support the request
–Close the message

6. Copyright © 2010 Pearson Education International Chapter 8 -6
State the Request
•Use the right tone
•Assume compliance
•Be specific

7. Copyright © 2010 Pearson Education International Chapter 8 -7
Support the Request
•Explain the request
•Propose benefits
•Ask questions

8. Copyright © 2010 Pearson Education International Chapter 8 -8
Close the Message
•Specific request
•Contact information
•Appreciation and goodwill

9. Copyright © 2010 Pearson Education International Chapter 8 -9
Common Requests
•Information and action
•Recommendations
•Claims and adjustments

10. Copyright © 2010 Pearson Education International Chapter 8 -10
Information and Action
•Adapt to audience and situation
–State the request
–Support the request
–Offer reader benefits

11. Copyright © 2010 Pearson Education International Chapter 8 -11
Recommendations
•The direct approach
–Make the request
–Establish rapport
–Express appreciation

12. Copyright © 2010 Pearson Education International Chapter 8 -12
Claims and Adjustments
•State the problem
•Explain the problem
•Provide verification
•Propose actions and solutions

13. Copyright © 2010 Pearson Education International Chapter 8 -13
Routine Replies
and Positive Messages
•Overall goals
–Communicate information
–Answer all questions
–Provide required details
–Make a good impression

14. Copyright © 2010 Pearson Education International Chapter 8 -14
Routine-Message Strategy
•Main idea
•Relevant details
•Cordial close

15. Copyright © 2010 Pearson Education International Chapter 8 -15
Common Routine Replies
and Positive Messages
•Information and action
•Claims and adjustments
•Recommendations
•Informative messages
•Good-news announcements
•Goodwill messages

16. Copyright © 2010 Pearson Education International Chapter 8 -16
Information and Action
•Promptness
•Graciousness
•Thoroughness

17. Copyright © 2010 Pearson Education International Chapter 8 -17
Claims and Adjustments
•Who is at fault?
–The company
–The customer
–A third party

18. Copyright © 2010 Pearson Education International Chapter 8 -18
Company Is at Fault
•Acknowledge claim or complaint
•Take responsibility for the outcome
•Sympathize with the customer
•Explain your plan of action
•Work to repair the relationship
•Follow up on your response

19. Copyright © 2010 Pearson Education International Chapter 8 -19
Customer Is at Fault
•Refuse the claim
–Cost of adjustment
–Cost of lost business
•Grant the claim
–Discourage mistakes
–Maintain the customer

20. Copyright © 2010 Pearson Education International Chapter 8 -20
Third-Party Is a Fault
•Evaluate situation
•Offer solutions
•Avoid blame game

21. Copyright © 2010 Pearson Education International Chapter 8 -21
Recommendations
•Candidate’s full name
•Position or objective
•Nature of your relationship
•What prompted you to write
•Relevant facts and evidence
•Overall evaluation

22. Copyright © 2010 Pearson Education International Chapter 8 -22
Informative Messages
•Reminder notices
•Policy statements

23. Copyright © 2010 Pearson Education International Chapter 8 -23
Good-News Announcements
•Direct approach
–Employment offers
–News releases

24. Copyright © 2010 Pearson Education International Chapter 8 -24
Effective News Releases
•Pick newsworthy events
•Focus on one subject
•Stress important ideas
•Keep statements brief

25. Copyright © 2010 Pearson Education International Chapter 8 -25
Effective News Releases
•Minimize verbal clutter
•Focus on specifics
•Exercise restraint
•Follow industry practices

26. Copyright © 2010 Pearson Education International Chapter 8 -26
Goodwill Messages
•Congratulations
–Business and personal occasions
•Appreciation
–Good feelings and performance
•Condolences
–Caring and sympathy