Professional Documents
Culture Documents
Chapter 7
Chapter 7
Chapter 7
Getting to the
Point in Good-
News and Neutral
Messages
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ThetoBasic
Click edit Format: Direct
Master title Order
style
• Begin with your objective
– State it immediately in the first sentence
– Or after a brief summary of background information.
• Cover the remaining part of the objective
– If there is more than one question, information you
are asking use points or paragraphs for each one.
• End with goodwill
– Conclude on a friendly note
– Might want to avoid some of the ‘rubberstamps’ we
discussed
– Get a personalized tone
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Click to editTypes
Different Master
of title
Directstyle
Orders
• Direct Order
– Routine inquiries
– Favorable responses
– Adjustment grants
– Order Acknowledgements
– Operational communications
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ClickRoutine
to edit Inquiries & Format
Master title style
Routine Inquiries are direct requests for information.
Ex: Following up on an advertisement, Checking
meeting availability with a client etc.
1. Focus directly on the objective. Choose from 2 types of
beginnings (general or specific)
2. Include necessary explanation- if required
3. If there is more than one inquiry- use bullet
points/numbers/paragraphs for each one
4. End with a goodwill- adapt words to individual cases
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Routine Inquiries
• you might begin with a general question:
• Could you please send me additional information about the Riverdale
office space you advertised on craigslist on May 24?
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Favorable
Click Responses
to edit Master title&style
Format
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Order Acknowledgement & Format
Click to edit Master title style
Order Acknowledgements are sent to let people
know the status of their order.
1. Begin with a direct order- Let the reader know
what they are asking about.
2. Continue with providing information
3. If appropriate then achieve a secondary goal –
selling tactics
4. Close with goodwill and thanking for the order.
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This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 7-10
Operational Messages
Click to edit Master title style
The internal communications needed in a
company’s work. Usually sent between employees.
Can range from casual to highly formal.
– Casual
• Quick responses to immediate work needs
• Usually sent between peers
– Moderately formal
• More carefully constructed direct messages
• The messages that we looked at in this chapter
– Highly formal
• Messages about policies and procedures
• Formally written by superiors to subordinates or vice versa
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Operational Messages
Click to edit Master title style
• Organize in the direct order.
• Choose the appropriate tone (casual,
moderately formal, or formal).
• Be clear and courteous.
• Order the information logically.
• Close in a way that builds goodwill.
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