Bus com07
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Bus com07

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    Bus com07 Bus com07 Presentation Transcript

    • Writing Routine, Good-News, and Goodwill Messages
    • The Three-Step Process Completing Audience Audience Message Message Writing Planning
    • Routine Requests State the Request Explain and Justify the Request Close the Message
    • State the Request Up Front Assume Your Audience Will Comply Be Specific Punctuate Polite Requests and Questions Differently Pay Attention to Tone Avoid Starting With Personal Introductions
    • Explain and Justify the Request Ask Important Questions First Ask Relevant Questions Deal With One Topic Per Question
    • Close the Request Three Important Elements Goodwill and Appreciation Contact Information Specific Request
    • Routine Requests Products and Services Information and Action Recommendations and References Claims and Adjustments
    • Placing Orders The Reader’s Attitude Your Requirements
    • Requesting Action and Information Company Insiders Company Outsiders
    • Making Claims and Requesting Adjustments State the Problem Offer Details and Explanation Propose Specific Action or Solution
    • Requesting References or Recommendations State the Request Provide a R ésumé or Other Information Express Appreciation
    • Routine Announcements, Replies and Positive Messages Start With the Main Idea Provide Details and Explanations End With a Courteous Close
    • Informative Messages Reminder Notices Policy Statements
    • Requests for Information and Action Choosing the Direct Approach Handling Potential Sales
    • Claims and Requests for Adjustment Who Is at Fault? The Company The Customer A Third Party
    • Providing Recommendations and References Avoid Overstatements Be Specific Provide Facts Avoid Value Judgments
    • Good News Announcements Offers of Employment Products and Operations
    • Sending Goodwill Messages Congratulations Appreciation Condolences