Chapter 7 Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 7 - 1 Writing Routine and Positive Messages
Chapter 7 Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 7 - 1 Writing Routine and Positive Messages.
Dec 23, 2015
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Chapter 7
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 7 - 1
Writing Routine and Positive Messages
© Prentice Hall, 2007 Chapter 7 - 2
Key Writing Concepts
• Organization• Active/passive language• “You” orientation • Reader benefit, alternative• Respectful tone• Formatting• Spelling, grammar, punctuation, content• Design & readability• Closing with goodwill
Strategy for Routine Requests
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 7 - 3
State the Request
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 7 - 4
•Tone
•Audience
•Specifics
Supporting Questions
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 7 - 5
•Important
•Relevant
•One-Topic
Close the Request
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 7 - 6
•Action
•Contact
•Appreciation
Strategy for Routine Replies and Positive
Messages
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 7 - 7
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 7 - 8
Message Goals
Communicate Information
Leave a Good Impression
Provide the Details
Answer All Questions
Message Strategy
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 7 - 9
Main Idea Support Close
Clear Details Benefits
Concise Tone Goodwill
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 7 - 10
Action or Information
•Prompt
•Gracious
•Thorough
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 7 - 11
Claims or Adjustments
Company Policy
Assessment of Fault
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 7 - 12
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
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 7 - 13
Customer at Fault
Refuse Claim
Adjustment Cost
Business Cost
Grant Claim
Deter Mistakes
Keep Customers
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 7 - 14
Third-Party at Fault•Assess Situation
•Offer Solutions
•No Blame Game
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 7 - 15
Fostering Goodwill
►Offering Congratulations
►Showing Appreciation
►Condolences and Sympathy
Writing Routine and Positive Messages
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 7 - 16
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