Writing Routines Goodnew Msgs
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Transcript of Writing Routines Goodnew Msgs
Writing Routine, Good-News, and Goodwill Messages
17-Feb-15 BY BP Chapter 7 - 1
The Three-Step Process
17-Feb-15
Completing
Audience
Audience
Mess
age Message
WritingPlanning
BY BP Chapter 7 - 2
Routine Requests
17-Feb-15
Make Request
Justify Request
Conclude Message
BY BP Chapter 7 - 3
Make RequestUse a courteous tone
Be specific and precise
Assume reader compliance
Avoid personal introductions
Use questions and polite requests
17-Feb-15 BY BP Chapter 7 - 4
Justify RequestExplain the request
Offer reader benefits
Ask questions
17-Feb-15 BY BP Chapter 7 - 5
Conclude Message
17-Feb-15
Request Specific Action
ProvideContact Information
Promote Goodwill
BY BP Chapter 7 - 6
Types of Routine Requests
17-Feb-15
Business Orders
Claims andAdjustments
Informationand Action
References andRecommendations
BY BP Chapter 7 - 7
Business Orders
17-Feb-15
State Request
Clarify the Order
Provide Shipping Information
BY BP Chapter 7 - 8
Information And Action
17-Feb-15
State Why Are You Writing
Explain the Request
Ask For Specific Action
BY BP Chapter 7 - 9
Claims and Adjustments
17-Feb-15
State the Problem
SupportAssertions
Propose a Solution
BY BP Chapter 7 - 10
References and Recommendations
17-Feb-15
State the Request
Provide a Résumé
Say “Thank You”
BY BP Chapter 7 - 11
17-Feb-15
Routine Repliesand Positive Messages
ImpartInformation
AnswerQuestions
ProvideDetails
PromoteGoodwill
BY BP Chapter 7 - 12
The Direct Approach
17-Feb-15
The Message
Receptive Audience
Main Idea RelevantDetails
CordialClose
BY BP Chapter 7 - 13
Types of Routine Replies and Positive Messages
17-Feb-15
Claims and Requests for Adjustments
Recommendations and References
Messages That Promote Goodwill
BY BP Chapter 7 - 14
Claims and Adjustments
17-Feb-15
Who is at fault?
The Company
The Customer
A Third Party
BY BP Chapter 7 - 15
References and Recommendations
17-Feb-15
Be Forthright
Stick tothe Facts
Be Specific
Avoid Value Judgments
BY BP Chapter 7 - 16
Goodwill Messages
17-Feb-15
Congratulations
Appreciation
Condolences
Sincere
Honest
Specific
Restrained
BY BP Chapter 7 - 17
Good-News Announcements
17-Feb-15
EmploymentOffers
News Releases
Careful Wording Legal Advice Relevant
InformationPublic
Relations
Direct Approach
BY BP Chapter 7 - 18