Writing Routine and

Positive Messages

Copyright 2010 Pearson Education, Inc.

Chapter 8 - 1

The Three-Step
Process
Planning

Writing

Completing

Analyze Situation

Adapt to
the Audience

Revise

Gather Information
Select Medium
Get Organized

Compose
the Message

Copyright 2010 Pearson Education, Inc.

Produce
Proofread
Distribute
Chapter 8 - 2

Routine Requests
Direct Approach

State the
the Request
Request
State
Routine
Business

Support the
the Request
Request
Support

Willing
Audience

Close the
the Message
Message
Close
Copyright 2010 Pearson Education, Inc.

Chapter 8 - 3

State the Request

Use
Use the
the Right
Right Tone
Tone
Assume
Assume Compliance
Compliance
Be
Be Specific
Specific
Copyright 2010 Pearson Education, Inc.

Chapter 8 - 4

Support the Request

Explain the
the Request
Request
Explain
Propose Benefits
Benefits
Propose
Ask Questions
Questions
Ask
Copyright 2010 Pearson Education, Inc.

Chapter 8 - 5

Close the Message

Specific Request

Contact Information
Appreciation and
Goodwill
Copyright 2010 Pearson Education, Inc.

Chapter 8 - 6

Common Requests
Information and Action
Recommendations
Claims or Adjustments
Copyright 2010 Pearson Education, Inc.

Chapter 8 - 7

Information and Action

Adapt to
Situation

Straightforward Style

Adapt to
Audience

State the Request

Support the Request
Offer Reader Benefits
Copyright 2010 Pearson Education, Inc.

Chapter 8 - 8

Recommendations
The
The Direct
Direct Approach
Approach

Make
Make the
the
Request
Request

Establish
Establish
Rapport
Rapport

Express
Express
Appreciation
Appreciation

Copyright 2010 Pearson Education, Inc.

Chapter 8 - 9

Claims and
Adjustments
Problem
Problem Statement
Statement
Explanation
Explanationand
andVerification
Verification
Specific
SpecificActions
Actionsor
orSolutions
Solutions

Be Professional

Remain Positive

Expect a Fair Adjustment

Document Correspondence
Copyright 2010 Pearson Education, Inc.

Chapter 8 -

Routine Replies
and Positive Messages
Overall Goals
Responses

Offer
Information

Announcements

Answer
Questions

Provide
Details

Copyright 2010 Pearson Education, Inc.

Goodwill

Make an
Impression
Chapter 8 -

Routine-Message
Strategy
The Message

Main Idea
Idea
Main

Relevant
Relevant
Details
Details

Cordial
Cordial
Close
Close

Receptive Audience
Copyright 2010 Pearson Education, Inc.

Chapter 8 -

Common Routine Replies

and Positive Messages
Information and Action Claims and Adjustments
Recommendations

Informative Messages

Good-News
Announcements

Goodwill Messages

Copyright 2010 Pearson Education, Inc.

Chapter 8 -

Information and Action

Promptness
Graciousness
Thoroughness
Copyright 2010 Pearson Education, Inc.

Chapter 8 -

Claims and
Adjustments
The Company?

Who Is At Fault?

The Customer?
A Third Party?

Copyright 2010 Pearson Education, Inc.

Chapter 8 -

Company Is At Fault
Acknowledge the 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
Copyright 2010 Pearson Education, Inc.

Chapter 8 -

Customer Is At Fault
Refuse the
the Claim
Claim
Refuse

Grant the
the Claim
Claim
Grant

Cost of
of Adjustment
Adjustment
Cost

Discourage Mistakes
Mistakes
Discourage

Cost of
of Lost
Lost Business
Business
Cost

Maintain the
the Customer
Customer
Maintain

Copyright 2010 Pearson Education, Inc.

Chapter 8 -

Third Party Is At
Fault
Evaluate
Evaluate Situation
Situation
Offer
Offer Solutions
Solutions
Avoid
Avoid Blame
Blame Game
Game
Copyright 2010 Pearson Education, Inc.

Chapter 8 -

Recommendations
Candidates Name

Position or Objective

Nature of Relationship

Why You Are Writing

Relevant Evidence

Overall Evaluation

Copyright 2010 Pearson Education, Inc.

Chapter 8 -

Informative
Messages
Notices

Policies

Copyright 2010 Pearson Education, Inc.

Chapter 8 -

Good-News
Announcements
Direct Approach
Employment
Offers
Careful
Planning

Legal
Issues

News
Releases
Relevant
Information

Public
Relations

Copyright 2010 Pearson Education, Inc.

Chapter 8 -

Effective News
Releases
Pick Newsworthy Events
Focus On One Subject
Stress Important Ideas
Keep Statements Brief
Copyright 2010 Pearson Education, Inc.

Chapter 8 -

Effective News
Releases
Minimize Verbal Clutter
Focus On Specifics
Exercise Restraint
Follow Industry Practices
Copyright 2010 Pearson Education, Inc.

Chapter 8 -

Goodwill Messages
Congratulations

Appreciation

Condolences

Business
Business
Achievements
Achievements

Create
Create
Good
GoodFeelings
Feelings

Express
ExpressCaring
Caring

Personal
PersonalHighlights
Highlights

Promote
PromoteFurther
Further
Excellence
Excellence

Convey
ConveySympathy
Sympathy

Copyright 2010 Pearson Education, Inc.

Chapter 8 -

Writing Routine and

Positive Messages

Copyright 2010 Pearson Education, Inc.

Chapter 8 -