Routine message

Download Routine message

Post on 07-Aug-2015

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  1. 1. 1 Writing Routine and Positive Messages
  2. 2. Strategy for Routine Requests 2
  3. 3. State the Request 3 Tone Audience Specifics
  4. 4. Supporting Questions 4 Important Relevant One-Topic
  5. 5. Close the Request 5 Action Contact Appreciation
  6. 6. Common Examples of Routine Requests 6
  7. 7. 7 Information or Action The Request Support Reader Benefits
  8. 8. 8 Recommendations The Request Information Appreciation
  9. 9. Claims or Adjustments 9 The Problem Evidence Specific Action
  10. 10. Strategy for Routine Replies and Positive Messages 10
  11. 11. 11 Message Goals Communicate Information Leave a Good Impression Provide the Details Answer All Questions
  12. 12. Message Strategy 12 Main Idea Support Close Clear Details Benefits Concise Tone Goodwill
  13. 13. Common Examples of Routine Replies and Positive Messages 13
  14. 14. 14 Action or Information Prompt Gracious Thorough
  15. 15. 15 Claims or Adjustments Company Policy Assessment of Fault
  16. 16. 16 Company at Fault Acknowledge claim or complaint Sympathize with the customer Take responsibility for the outcome Explain your plan of action Work to repair the relationship Follow up on your response
  17. 17. 17 Customer at Fault Refuse Claim Adjustment Cost Business Cost Grant Claim Deter Mistakes Keep Customers
  18. 18. 18 Third-Party at Fault Assess Situation Offer Solutions No Blame Game
  19. 19. 19 Recommendations Candidates Name Position or Objective Your Relationship Facts and Evidence Comparative Data Overall Evaluation
  20. 20. Informative Messages 20 PoliciesNotices
  21. 21. Pick Newsworthy Items Focus on One Subject Stress Important Ideas Keep Statements Brief Effective News Releases 21
  22. 22. Minimize Verbal Clutter Focus on Specifics Exercise Restraint Use Industry Standards Effective News Releases 22
  23. 23. 23 Online News Releases
  24. 24. 24 Fostering Goodwill Offering Congratulations Showing Appreciation Condolences and Sympathy