8 Writing Routine, Good-News, and Goodwill Messages优秀英语课件.pptVIP

Prentice Hall, 2003 Business Communication Today Writing Routine, Good-News, and Goodwill Messages The Three-Step Process Routine Requests State the Request Up Front Explain and Justify the Request Close the Request Routine Requests Placing Orders Requesting Action and Information Making Claims and Requesting Adjustments Requesting Referencesor Recommendations Routine Announcements, Replies and Positive Messages Informative Messages Claims and Requestsfor Adjustment Providing Recommendationsand References Sending Goodwill Messages * Completing Audience Audience Message Message Writing Planning State the Request Explain and Justify the Request Close the Message Assume Your Audience Will Comply Be Specific Punctuate Polite Requests and Questions Differently Pay Attention to Tone Avoid Starting With Personal Introductions Ask Important Questions First Ask Relevant Questions Deal With One Topic Per Question Goodwill and Appreciation Contact Information Specific Request Three Important Elements Products and Services Information and Action Recommendations and References Claims and Adjustments The Reader’s Attitude Your Requirements Company Insiders Company Outsiders State the Problem Offer Details and Explanation Propose Specific Action or Solution State the Request Provide a Résumé or Other Information Express Appreciation Start With the Main Idea Provide Details and Explanations End With a Courteous Close Reminder Notices Policy Statements Requests forInformation and Action Choosing the Direct Approach Handling Potential Sales Who Is at Fault? The Company The Customer A Third Party Avoid Overstatements Be Specific Provide Facts Avoid Value Judgments Good NewsAnnouncements Offers of Employment Products and Operations Congratulations Appreciation Condolences All companies send routine informative messages such as reminder notices and policy statements. When writing informative messages, use the beginning of the message to state the purpose (to info