Beruflich Dokumente
Kultur Dokumente
Fourteenth Edition
Chapter 10
Writing Routine and Positive
Messages
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Learning Objectives
10.1 Outline an effective strategy for writing routine business
requests.
10.2 Describe three common types of routine requests.
10.3 Outline an effective strategy for writing routine replies and
positive messages.
10.4 Describe six common types of routine replies and positive
messages.
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Three Parts of a Routine Request
• The Opening
• The Body
• The Close
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Stating Your Request Up Front
• Pay Attention to Tone
• Assume Audience Compliance
• Be Specific
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Explaining and Justifying Your Request
• Smooth and Logical Explanation
• Show Benefit to the Reader (“You” Attitude)
• Ask the Most Important Question First
• Breakdown Complex Requests
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Requesting Specific Action in a Courteous
Close
• Specific Request and Deadline
• Contact Information
• Expression of Appreciation
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Asking for Information and Action
• State Request Clearly
• Support Why You’re Making the Request
• Appeal to Readers’ Interests If Applicable
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Asking for Recommendations
• Ask Permission
• Organize Your Request Using the Direct Approach
• State the Purpose of the Recommendation
• Remind the Reader How You Know Each Other
• Close with an Expression of Appreciation
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Making Claims and Requesting Adjustments
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Starting with the Main Idea
• Clear and Concise Opening
• Share Good News First
• Prepare Audience for Details that Follow
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Providing Details and Explanation
• Use the Body to Explain Your Point Completely
• Use the Indirect Approach (if there is some negative
information as well)
• Provide Assurance to Customer
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Ending With a Courteous Close
• End on a Neutral or Positive Note
• A Simple “Thank You” May Suffice
• Clearly Communicate any Necessary Follow-Up Action
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Answering Requests for Information or
Action
• Respond to the Inquiry and Answer All Questions
• Leave the Reader with a Good Impression
• Encourage the Future Sale
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Granting Claims and Requests for
Adjustment
• Acknowledge Receipt of the Customer’s Claim or
Complaint
• Sympathize with the Customer
• Take Personal Responsibility
• Explain How You Resolved the Situation
• Take Steps to Repair the Relationship/ compensation
• Follow Up
• Maintain professionalism
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Blunt and accusing
letter is unlikely to lead
Subject: Bill Adjustment to a cooperative reply
or further business.
To whom it may concern:
I just received a bill for $1,500 for the party that I held for my employees at
the Royal Party Centre. I absolutely refuse to pay this amount for the subpar
job you did of hosting this event.
I regret that I chose your centre for this important company event. This bad
experience reflected poorly on me. Enclosed is my payment for $1,000,
which I feel is more than fair.
Timothy Warner
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The indirect
approach is
Subject: Invoice #271 (Office Party on Dec 12, 2014) less harsh.
Dear Mr. Philips:
As you know, our office held its Annual Winter Lunch at your party centre on
December 12. While the food was exceptional, I have concerns regarding
our experience.
Overall the party was not the impressive “Thank You” to my hardworking
employees I had in mind when we finalized the contract. In light of these
circumstances I am requesting a revised invoice of $1,000.
Timothy Warner
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Providing Recommendations and
References
• Understand company policies
• Candidate’s Full Name
• Objective Candidate is Seeking
• Nature of Relationship with Candidate
• Facts Relevant to Candidate and the Opportunity
• Comparison of Candidate to Peers
• Overall Evaluation of Candidate
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Sharing Routine Information
• State the Purpose
• Provide Necessary Details
• End with a Courteous Close
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Announcing Good News
• Examples:
– Opening new facilities
– Hiring a new executive
– Introducing new products or services
– Sponsoring community events
• Use the direct approach
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Fostering Goodwill
• Sending Congratulations
• Sending Messages of Appreciation
– Recognize other’s contribution
– Encourages further excellence
• Offering Condolences
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