Pertemuan 8 Writing Routine and Positive Messages

Pertemuan 8 Writing Routine and Positive

Messages

Matakuliah : J0012/ Komunikasi Bisnis ITahun : 2008

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Choosing the ApproachAudienceReaction

MessageOpening

MessageBody

MessageClosing

Eager/Interested/Pleased/Neutral Displeased Uninterested/Unwilling

Main idea, good news, or request

Necessary details

Cordial comment orstatement about

specific action

Neutral buffer statement

Reasons/justification,bad news, positive

suggestion

Cordial close

Attention-gettingstatement/question

Arousing interest,building desire

Request for action

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Planning Writing Completing

Analyze Situation

Gather Information

Select Medium

Get Organized

Revise

Produce

Proofread

Distribute

Adapt tothe Audience

Composethe Message

Three-Step Writing Process

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Routine RequestsState RequestState Request

Support RequestSupport Request

Close MessageClose Message

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State the Request

Use the Right ToneUse the Right Tone

Assume AudienceAssume AudienceCompliance Compliance

Use Specific LanguageUse Specific Language

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Support the RequestExplain the Request

Stress Reader Benefits

Ask Questions

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Close the Message

Contact InformationContact Information

AppreciationAppreciationand Goodwilland Goodwill

Specific RequestSpecific Request

Three ImportantThree ImportantElementsElements

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Types of Routine Requests

Action and InformationAction and Information

RecommendationsRecommendations

Claims and AdjustmentsClaims and Adjustments

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Claims and AdjustmentsExpect a Fair Adjustment

Document all Correspondence

Rem

ain

Posit

iveBe Professional

Problem Statement

Details and Explanations

Specific Actions or Solutions

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Recommendations State the request

Support the request

Provide a résuméésumé

Show appreciationShow appreciation

Provide instructionsProvide instructions

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Routine Replies and Positive Messages

The Main Idea

Details and Support

A Courteous Close

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Types of Routine Replies and 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

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Claims and Requests for Adjustment

Who Is at Fault?Who Is at Fault?

The The CompanyCompany

TheTheCustomerCustomer

A ThirdA ThirdPartyParty

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RecommendationsCandidate’s Full Name

Nature of the Relationship

Relevant Facts or Evidence

Position or Objective

Why You Are Writing

Comparison and Evaluation

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Informative Messages

Reminder Notices

Upcoming Events

New Procedures

Workplace Changes

Policy Statements

Shipping and Returns

Sales Discounts

Company Developments

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Good-News Announcements

EmploymentEmploymentOffersOffers

News News ReleasesReleases

Careful Careful WordingWording Legal AdviceLegal Advice RelevantRelevant

InformationInformationPublicPublic

RelationsRelations

Direct ApproachDirect Approach

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Effective News ReleasesPick Newsworthy EventsPick Newsworthy EventsFocus on One SubjectFocus on One SubjectStress Important IdeasStress Important IdeasKeep Statements BriefKeep Statements BriefMinimize Verbal ClutterMinimize Verbal ClutterFocus on SpecificsFocus on SpecificsExercise RestraintExercise RestraintFollow Industry PracticesFollow Industry Practices

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Fostering Goodwill

Congratulations Congratulations

AppreciationAppreciation

CondolencesCondolences