Writing Routine and Positive

Messages

Albert
Budi
Ferry
Hartanto
Martin

Learning Objectives
1. Outline an effective strategy for writing routine
business requests
2. Describe three common types of routine
requests
3. Outline an effective strategy for writing routine
replies and positive messages
4. Describe six common types of routine replies
and positive messages

Strategy for Routine Requests

For routine requests and positive messages
State the request or main idea
Give necessary details
Close with a cordial request for specific action

Common Examples of Routine

Requests
1. Asking for Information and Action
2. Asking for Recommendations
3. Making Claims and Requesting Adjustments

Asking for Information and

Action

Asking for Recommendations

Making Claims and Requesting

Adjustments
When making a claim
Explain the problem and give details
Provide backup information
Request specific action
Be prepared to document any claims
you make with a company. Send copies
and keep the original documents.

Three-Step Writing Process

Strategy for Routine and Positive Messages

Strategy for Routine Requests

For routine requests and positive messages
State the request or main idea
Give necessary details
Close with a cordial request for specific action

Common Examples of Routine

and Positive Messages
1.
2.
3.
4.
5.
6.

Answering request for action & information

Granting claims and request for adjustment
Providing recommendations
Sharing routine information
Announcing good News
Fostering Goodwill

Granting claims and request for

adjustment
1. Responding to a Claim When Your Company Is
at Fault
2. Responding to a Claim When a Third Party Is
at Fault

Responding to a Claim When the Buyer

Is at Fault

PROVIDING RECOMMENDATIONS

Sharing routine information

1.

Sharing routine information

Announcing good News

1.

Sharing routine information

Fostering Goodwill
1. Sending Congratulations
2. Sending Messages of Appreciation
3. Offering Condolences

Fostering Goodwill

Writing Negative
Messages

Learning Objectives
Apply the three-step writing process to
negative messages
Compare and contrast the direct and
indirect approaches to negative messages,
including when its appropriate to use
each one
Identify the risks of using the indirect
approach and explain how to avoid
problems

Learning Objectives
Explain the importance of maintaining
high standards of ethics and etiquette
when delivering negative messages
Explain the role of communication in crisis
management
List and discuss three guidelines for
delivering negative news to job applicants

Goals of Negative Messages

Convey the message
Gain acceptance for the bad news
Maintain as much goodwill as
possible with your audience
Maintain a good corporate image
Minimize future correspondence
Copyright 2010
Pearson Education
International

Chapter 9 - 24

The three-step writing process to

negative messages
STEP 1: PLANNING A NEGATIVE
MESSAGE
STEP 2: WRITING A NEGATIVE
MESSAGE
STEP 3: COMPLETING A NEGATIVE
MESSAGE

STEP 1: PLANNING A
NEGATIVE MESSAGE
Factors to consider when choosing approaches:
Will the bad news come as a shock?
Does the reader prefer short messages that get
right to the point?
How important is this news to the reader?
Do you need to maintain a close working
relationship with the reader?
Do you need to get the readers attention?
What is your organizations preferred style?

STEP 2: WRITING A
NEGATIVE MESSAGE

STEP 3: COMPLETING A
NEGATIVE MESSAGE
Revise your content to make sure
everything is clear, complete, and
concise-bearing in mind that even
small flaws are magnified as readers
react to your negative news. Produce
clean, professional documents and
proofread carefully to eliminate
mistakes.

The Direct Approach

Opening with clear statement of
the bad news
Providing reasons and additional
information
Closing on respectful note

The Indirect Approach

Begin with a buffer
Provide reasons and additional
information
Continuing with a clear statement
of bad news
Closing on a respectful note

Maintaining High Standards

of Ethics and Etiquette
Sharing bad news effectively
requires commitment from
everyone in the organization.
Negative situations can put your
sense of self-control and business
etiquette to the test.

Sending Negative Messages

on Routine Business Matters
Making negative announcements on
routine business matters
Rejecting suggestions and proposals
Refusing routine request
Handling bad news about transactions
Refusing claims and request for
adjustment

Handling bad news about

transactions

Refusing claims and request

for adjustment

Copyright 2010
Pearson Education
International

Chapter 9 - 38

Sending Negative
Organizational News
Communicating under normal
circumstances
Communicating in a crisis

Communicating in a crisis

Copyright 2010
Pearson Education
International

Chapter 9 - 41

Sending Negative
Employment Messages
Refusing requests for employee for employee
references and recommendation letters
Refusing social networking recommendation
requests
Rejecting job applications
Giving negative performance reviews
Terminating employment

Refusing requests for employee for

employee references and
recommendation letters

Rejecting job applications