Writing routine and positive messages ppt
- 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