Bus com07

576 views
518 views

Published on

Published in: Business
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
576
On SlideShare
0
From Embeds
0
Number of Embeds
8
Actions
Shares
0
Downloads
2
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Bus com07

  1. 1. Writing Routine, Good-News, and Goodwill Messages
  2. 2. The Three-Step Process Completing Audience Audience Message Message Writing Planning
  3. 3. Routine Requests State the Request Explain and Justify the Request Close the Message
  4. 4. 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
  5. 5. Explain and Justify the Request Ask Important Questions First Ask Relevant Questions Deal With One Topic Per Question
  6. 6. Close the Request Three Important Elements Goodwill and Appreciation Contact Information Specific Request
  7. 7. Routine Requests Products and Services Information and Action Recommendations and References Claims and Adjustments
  8. 8. Placing Orders The Reader’s Attitude Your Requirements
  9. 9. Requesting Action and Information Company Insiders Company Outsiders
  10. 10. Making Claims and Requesting Adjustments State the Problem Offer Details and Explanation Propose Specific Action or Solution
  11. 11. Requesting References or Recommendations State the Request Provide a R ésumé or Other Information Express Appreciation
  12. 12. Routine Announcements, Replies and Positive Messages Start With the Main Idea Provide Details and Explanations End With a Courteous Close
  13. 13. Informative Messages Reminder Notices Policy Statements
  14. 14. Requests for Information and Action Choosing the Direct Approach Handling Potential Sales
  15. 15. Claims and Requests for Adjustment Who Is at Fault? The Company The Customer A Third Party
  16. 16. Providing Recommendations and References Avoid Overstatements Be Specific Provide Facts Avoid Value Judgments
  17. 17. Good News Announcements Offers of Employment Products and Operations
  18. 18. Sending Goodwill Messages Congratulations Appreciation Condolences

×