written analysis and communication
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TRANSCRIPT
© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 1
Writing Routine, Writing Routine, Good-News, and Good-News, and
Goodwill MessagesGoodwill Messages
© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 2
Three-Step Writing Three-Step Writing ProcessProcess
Step 1 Step 3Step 2
Planning Writing Completing
© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 3
Routine RequestsRoutine Requests
State the RequestState the Request
Support the RequestSupport the Request
Close the MessageClose the Message
© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 4
State the RequestState the Request
Use the Right ToneUse the Right Tone
Consider the AudienceConsider the Audience
Punctuate ProperlyPunctuate Properly
Use Specific LanguageUse Specific Language
© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 5
Support the RequestSupport the Request
Ask Important Questions FirstAsk Important Questions FirstAsk Important Questions FirstAsk Important Questions First
Ask Relevant QuestionsAsk Relevant QuestionsAsk Relevant QuestionsAsk Relevant Questions
Present One Topic Per QuestionPresent One Topic Per QuestionPresent One Topic Per QuestionPresent One Topic Per Question
© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 6
Close the MessageClose the Message
Goodwill andGoodwill andAppreciationAppreciation
Contact InformationContact Information
Specific RequestSpecific Request
Three ImportantThree ImportantElementsElements
Three ImportantThree ImportantElementsElements
© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 7
Routine RequestsRoutine Requests
Information and ActionInformation and Action
Claims and AdjustmentsClaims and Adjustments
References References and Recommendationsand Recommendations
© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 8
Requesting Action Requesting Action and Informationand Information
Company Insiders
Company Outsiders
© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 9
Making Claims and Making Claims and Requesting AdjustmentsRequesting Adjustments
Problem StatementProblem Statement
Details and ExplanationDetails and Explanation
Actions or SolutionsActions or Solutions
© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 10
Requesting ReferencesRequesting Referencesor Recommendationsor Recommendations
State the RequestState the Request
Provide a RProvide a Résuméésuméor Other Informationor Other Information
Express AppreciationExpress Appreciation
© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 11
Routine Replies Routine Replies and Positive Messagesand Positive Messages
The Main IdeaThe Main IdeaThe Main IdeaThe Main Idea
Details and ExplanationsDetails and ExplanationsDetails and ExplanationsDetails and Explanations
A Courteous CloseA Courteous CloseA Courteous CloseA Courteous Close
© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 12
Types of Routine Replies Types of Routine Replies and Positive Messagesand Positive Messages
Requests for information or actionRequests for information or action
Claims and adjustment requestsClaims and adjustment requests
RecommendationsRecommendations
Informative messagesInformative messages
Good-news announcementsGood-news announcements
Goodwill messagesGoodwill messages
© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 13
Requests forRequests forInformation and ActionInformation and Action
The Direct ApproachThe Direct ApproachThe Direct ApproachThe Direct Approach
PromptPromptPromptPrompt GraciousGraciousGraciousGracious ThoroughThoroughThoroughThorough
© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 14
Claims and Requests for Claims and Requests for AdjustmentAdjustment
Who Is at Fault?Who Is at Fault?Who Is at Fault?Who Is at Fault?
The The CompanyCompany
The The CompanyCompany
TheTheCustomerCustomer
TheTheCustomerCustomer
A ThirdA ThirdPartyParty
A ThirdA ThirdPartyParty
© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 15
ReferencesReferencesand Recommendations and Recommendations
Avoid Avoid OverstatementsOverstatements
Avoid Avoid OverstatementsOverstatements
Avoid ValueAvoid ValueJudgmentsJudgments
Avoid ValueAvoid ValueJudgmentsJudgments
Provide Provide Factual InformationFactual Information
Provide Provide Factual InformationFactual Information
Balance PraiseBalance Praiseand Criticismand Criticism
Balance PraiseBalance Praiseand Criticismand Criticism
© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 16
Informative MessagesInformative Messages
Reminder NoticesReminder Notices
Upcoming EventsUpcoming Events
New ProceduresNew Procedures
Workplace ChangesWorkplace Changes
Policy StatementsPolicy Statements
Shipping and ReturnsShipping and Returns
Sales DiscountsSales Discounts
Company DevelopmentsCompany Developments
© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 17
Good-News Good-News AnnouncementsAnnouncements
EmploymentEmploymentOffersOffers
EmploymentEmploymentOffersOffers
News News ReleasesReleases
News News ReleasesReleases
Careful Careful WordingWordingCareful Careful WordingWording Legal AdviceLegal AdviceLegal AdviceLegal Advice RelevantRelevant
InformationInformationRelevantRelevant
InformationInformationPublicPublic
RelationsRelationsPublicPublic
RelationsRelations
Direct ApproachDirect ApproachDirect ApproachDirect Approach
© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 18
Effective News Effective News ReleasesReleases
Pick Newsworthy EventsPick Newsworthy Events
Stress Important IdeasStress Important Ideas
Keep Statements BriefKeep Statements Brief
© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 19
Effective News Effective News ReleasesReleases
Minimize verbal clutterMinimize verbal clutter
Focus on SpecificsFocus on Specifics
Exercise RestraintExercise Restraint
© Prentice Hall, 2005 Business Communication Today 8e Chapter 7 - 20
Promoting GoodwillPromoting Goodwill
CongratulationsCongratulations
AppreciationAppreciation
CondolencesCondolences