PRESENTED BY

TAUSIF AHMAD
MBA (PHARMA)
1ST SEMESTER 2009-11
Three-step writing process
Planning Writing Completing

Analyze Situation Revise

Analyze
the Audience
Gather Information Produce

Select Medium Proofread

Compose
the Message
Get Organized Distribute
Making routine requests
Request for something needed
Normal course of business
Mildly bad news
Not upsetting
Anticipate audience to comply
Most letters, memos, emails
Routine request strategy
State the request Explain and justify Close the message
Practice Courtesy Important Questions Specific Request

Assume Compliance Relevant Questions Contact Information

Be Specific One-Topic Questions Appreciation/Goodwill

Types of routine requests
1. Information and Action
a. What do you want to know
b. Why do you want to know
c. Why is it in the reader’s interest to help you
2. Making Claims and Requesting Adjustments
a. Put your claim in writing
b. Be honest
c. Document claim with copies of invoices, sales receipts, canceled checks,
etc.
d. Don’t take frustration out on employees
e. Assume that a fair adjustment will be made
3. Requesting Recommendations and References
a. When asking someone to write a letter of recommendation,
provide the person with dates, events, personal data, etc.
b. Never give a person as reference without first asking permission.
Strategy for routine replies/positive
messages
1. Instead of This
a. I am pleased to inform you
b. No, we no longer carry that line of clothing.
2. Write This
a. Congratulations!
b. We now have a new line of clothing that has
replaced the item you asked about
Making claims and requesting
adjustments
. State the Problem
a. Document your dissatisfaction
2. Offer Details and Explanation
a. Invoices, sales receipts, cancelled checks, etc.
3. Propose Specific Action or Solution
Granting Claims and Requests for
Adjustments
1 When your Company is at fault
a. Do not blame individuals and/or departments
b. Avoid excuses
c. Never promise it’ll never happen again
d. State that the error was an unusual incident!
2 When the Customer is at fault
a. Refuse the claim and justify actions.
b. May lose the customer
c. May lose other customers through unhappy customer
d. Or, honor the customer’s request
Granting Claims and Requests for
Adjustments

When a Third Party is at Fault

1 Honor the claim (most used)
a. Use good news letter
2 Honor the claim, but explain that you’re not at fault
a. Use good news letter; stress your explanation
3 Refer the claimant to the third party (usually bad
choice)
a. Not satisfying the customer’s need.
b. May use bad-news message
References and Recommendations
1 Letter should contain:
a. Full name of candidate
b. Job or benefit being sought
c. Nature of relationship with candidate
d. Facts relevant to the position or benefit sought
e. Overall evaluation of the candidate's suitability for the job or
benefit
2 Shortcoming: (beware of being libelous)
a. Include only relevant, factual information
b. Avoid value judgments
c. Balance criticisms with favorable points
Recommendations
State the request
Support your request
Provide a résumé
Express appreciation
Provide instructions
Claims and Adjustments
Stay professional
Expect a fair adjustment
Document all correspondence
State the problem
Offer details and explanations
Propose a specific action or solution
Routine Replies
and Positive Messages
 Start with the main idea
 Provide details and explanations
 End with a courteous close
Types of Routine Replies and Positive
Messages
Requests for information or action
Grants of claims and requests for adjustment
Recommendations
Informative messages
Good-news announcements
Goodwill messages
Requests for
Information and Action
The direct approach
Prompt
Gracious
Thorough
Claims and Requests
for Adjustment
Who is at fault?
The company
The customer
A third party
Good-News
Announcements
Direct Approach

Employment News
Offers Releases

Careful Relevant Public

Legal Advice
Wording Information Relations
Sending Goodwill Messages
Be sincere and
honest
Congratulations
Appreciation and
Condolence