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 Completing
Planning
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