Writing Routine,

Good-News, and
Goodwill Messages

© Prentice Hall, 2004 Business Communication Essentials Chapter 7 - 1

 The Three-Step Process

Audience
Message

Message
Planning Writing Completing

Audience

© Prentice Hall, 2004 Business Communication Essentials Chapter 7 - 2

 Routine Requests
Make
Your Request

Justify
Your Request

Conclude
Your Message
© Prentice Hall, 2004 Business Communication Essentials Chapter 7 - 3
 State Your Request
• Use a courteous tone

• Be specific and precise

• Assume reader compliance

• Avoid personal introductions

• Use questions and polite requests

© Prentice Hall, 2004 Business Communication Essentials Chapter 7 - 4
 Justify Your Request

• Explain the request

• Offer reader benefits

• Ask questions

© Prentice Hall, 2004 Business Communication Essentials Chapter 7 - 5

 Conclude Your Message

Request
Specific Action

Provide
Contact Information

Promote Goodwill

© Prentice Hall, 2004 Business Communication Essentials Chapter 7 - 6

Types of Routine Requests

Information
Information
Business
Business Orders
Orders and
and Action
Action

Claims
Claims and
and References
References and
and
Adjustments
Adjustments Recommendations
Recommendations

© Prentice Hall, 2004 Business Communication Essentials Chapter 7 - 7

 Business Orders

State Your Request

Clarify the Order

Provide Shipping
Information
© Prentice Hall, 2004 Business Communication Essentials Chapter 7 - 8
 Action and Information
State Why
You Are Writing

Explain the Request

Ask For
Specific Action
© Prentice Hall, 2004 Business Communication Essentials Chapter 7 - 9
 Claims and Adjustments

State the Problem

Support
Your Assertions

Propose a Solution

© Prentice Hall, 2004 Business Communication Essentials Chapter 7 - 10

 References
and Recommendations
State the Request

Provide a Résumé

Say “Thank You”

© Prentice Hall, 2004 Business Communication Essentials Chapter 7 - 11

 Routine Replies
and Positive Messages

Impart
Impart Answer
Answer
Information
Information Questions
Questions

Provide
Provide Promote
Promote
Details
Details Goodwill
Goodwill

© Prentice Hall, 2004 Business Communication Essentials Chapter 7 - 12

 The Direct Approach

The Message

Relevant Cordial
Main Idea
Details Close

Receptive Audience

© Prentice Hall, 2004 Business Communication Essentials Chapter 7 - 13

 Types of Routine Replies
and Positive Messages
Requests for Action and Information

Claims and Requests for Adjustments

Recommendations and References

Messages That Promote Goodwill

© Prentice Hall, 2004 Business Communication Essentials Chapter 7 - 14

 Action and Information

Be Prompt
Use the
Direct Approach

Be Gracious

Be Thorough
© Prentice Hall, 2004 Business Communication Essentials Chapter 7 - 15
 Claims and Adjustments

The Company

The Customer

A Third Party
Who is at fault?
© Prentice Hall, 2004 Business Communication Essentials Chapter 7 - 16
 References and
Recommendations

Be
BeForthright
Forthright Be
BeSpecific
Specific

Stick
Stickto
to Avoid
AvoidValue
Value
the
theFacts
Facts Judgments
Judgments
© Prentice Hall, 2004 Business Communication Essentials Chapter 7 - 17
 Goodwill Messages

Specific Congratulations
Congratulations Sincere

Appreciation
Appreciation

Restrained Condolences
Condolences Honest

© Prentice Hall, 2004 Business Communication Essentials Chapter 7 - 18