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Excellence in business communication 12e by vthill and brovee chapter 08

Copyright © 2017 Pearson Education, Inc.


Excellence in
in
Excellence
Business Communication
Communication
Business
Chapter 8
Writing Routine and Positive Messages

Copyright © 2017 Pearson Education, Inc.


Learning Objectives

1.

Outline an effective strategy for writing routine business
requests.


2.
3.

Describe three common types of routine requests.
Outline an effective strategy for writing routine replies and
positive messages.

4.

Describe six common types of routine replies and positive
messages.

Copyright © 2017 Pearson Education, Inc.

Chapter 8 - 3


Strategy for
for Routine
Routine Requests
Requests
Strategy

(LO 1) Outline an effective strategy for writing routine business
requests.

Copyright © 2017 Pearson Education, Inc.

Chapter 8 - 4


Structure of Routine Requests

(1)
(1) The
The Opening
Opening

Three

Three Parts
Parts
(Direct
(Direct Approach)
Approach)

(2)
(2) The
The Body
Body

(3)
(3) The
The Close
Close
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Chapter 8 - 5


Stating Your Request Up Front

•Pay Attention to Tone

•Assume Audience Compliance

•Be Specific about What You Want

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Chapter 8 - 6


Explaining and Justifying
Your Request
•Follow from Opening Remarks

•Ask Important Questions First

•Limit Questions to One Topic

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Chapter 8 - 7


Requesting Specific Action in
a Courteous Close
•State a Specific Request

•Provide Contact Information

•Express Your Appreciation

Copyright © 2017 Pearson Education, Inc.

Chapter 8 - 8


Common Examples
Examples of
of
Common
Routine Requests
Requests
Routine
(LO 2) Describe three common types of routine requests.

Copyright © 2017 Pearson Education, Inc.

Chapter 8 - 9


Asking for Information
and Action
StateYour
YourRequest
RequestClearly
Clearly
State

Explainand
andSupport
Supportthe
theRequest
Request
Explain

IntroduceReader
ReaderBenefits
Benefits
Introduce

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Chapter 8 - 10


Asking for Recommendations

State Your Request Clearly

Offer Support for Your Request

Express Your Appreciation

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Chapter 8 - 11


Making Claims and
Requesting Adjustments

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Chapter 8 - 12


Strategy for
for Routine
Routine Replies
Replies and
and Positive
Positive
Strategy
Messages
Messages
(LO 3) Outline an effective strategy for writing routine replies and
positive messages.

Copyright © 2017 Pearson Education, Inc.

Chapter 8 - 13


Starting with the Main Idea

Prepare the Audience for What Will Follow

Write Your Opening Clearly

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Keep the Opening Concise

Chapter 8 - 14


Providing Necessary Details and
Explanation
Explain Your Point Completely

Maintain a Supportive Tone

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Create a Favorable Context

Chapter 8 - 15


Ending with a Courteous Close

Keep It Short and Simple, Neutral or Positive

Simply Say
“Thank You”

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Clarify
Follow-Up Action

Chapter 8 - 16


Common Examples
Examples of
of Routine
Routine Replies
Replies and
and
Common
Positive Messages
Messages
Positive
(LO 4) Describe six common types of routine replies and positive
messages.

Copyright © 2017 Pearson Education, Inc.

Chapter 8 - 17


Answering Requests for Information or
Action
Using the Direct Approach
Open with the Main Idea

Include Explanation and Detail

Close the Message Courteously
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Chapter 8 - 18


Granting Claims and Requests for
Adjustments








Acknowledge the complaint.
Sympathize with the customer.
Take or assign personal responsibility.
Explain how you’ll handle the situation.
Take steps to repair the relationship.
Follow up on your response.

Copyright © 2017 Pearson Education, Inc.

Chapter 8 - 19


Providing Recommendations and
References
Candidate’s Name

Position or Objective

Your Relationship

Facts and Evidence

Comparison with Peers

Overall Evaluation

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Chapter 8 - 20


Effective
Recommendation Letter

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Chapter 8 - 21


Sharing Routine Information

Opening
Opening

State Purpose;
Purpose; Nature
Nature of
of Information
Information
State

Body
Body

Provide Necessary
Necessary Information
Information
Provide

Closing
Closing

End with
with aa Courteous
Courteous Close
Close
End

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Chapter 8 - 22


Announcing Good News

(1 of 2)

•News Releases

External
Messages

•Direct-to-Consumer Releases

•Social Media Releases

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Chapter 8 - 23


Announcing Good News

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(2 of 2)

Chapter 8 - 24


Fostering Goodwill

•Sending Congratulations

•Expressing Appreciation

•Offering Condolences

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Chapter 8 - 25


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