Writing Routine and Positive Messages

Report
Chapter 8
Writing Routine and
Positive Messages
Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall
Chapter 8 - 2
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
Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall
Chapter 8 - 3
New Media Concepts for AgeOld Problems
Get Satisfaction
Community-Based
Social Helpdesk
Social Media
Integration
Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall
Chapter 8 - 4
Strategy for Routine Requests
• State Request
• Assume
Compliance
Open
Body
• Explain and
Justify Request
• Breakdown
Complicated
Requests
• Request
Specific
Action
• Express
Appreciations
Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall
Close
Chapter 8 - 5
Common Examples of Routine
Requests
• Asking for information and action
• Asking for recommendations
• Making claims and requesting
adjustments
Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall
Chapter 8 - 6
Asking for Information and
Action
Most
simple
requests
can be
handled
with three
message
points:
What you want to know or
what you want the reader to do
Why you’re making the request
Why it may be in your reader’s
interest to help you
Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall
Chapter 8 - 7
Asking for Recommendations
Direct
Approach
• Ask for
recommendat
ion and
explain what
you need it
for.
Body
• Include
experience,
background,
skills
• Add any
unique
attributes
Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall
Close
• Include a
deadline and
delivery
information
• Express
appreciation
Chapter 8 - 8
Making Claims and Requesting
Adjustments
When writing a claim or
requesting an adjustment:
● 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.
Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall
Chapter 8 - 9
Strategy for Routine and
Positive Requests
Start with the Main Idea
Instead of This
Write This
I am pleased to inform you
that after careful
consideration of a diverse
and talented pool of
applicants, each of whom
did a thorough job of
analyzing Trask Horton
Pharmaceuticals’s training
needs, we have selected
your bid.
Trask Horton
Pharmaceuticals has
accepted your bid to
provide public
speaking and presentation
training to the
sales staff.
Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall
Chapter 8 - 10
Strategy for Routine and
Positive Requests
Provide Necessary Details and Explanation
Your educational background and internship have
impressed us, and we believe you would be a valuable
addition to Green Valley Properties. As discussed
during your interview, your salary will be $4,300 per
month, plus benefits. Please plan to meet with our
benefits manager, Paula Sanchez, at 8 a.m. on
Monday, March 21. She will assist you with all the
paperwork necessary to tailor our benefit package to
your family situation. She will also arrange various
orientation activities to help you acclimate to our
company.
Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall
Chapter 8 - 11
Strategy for Routine and
Positive Requests
Turn a Negative in to a Positive
Instead of This
Write This
No, we no longer carry the
Sportsgirl line of sweaters.
The new Olympic line has
replaced the Sportsgirl
sweaters that you asked
about. Olympic features a
wider range of colors and
sizes and more
contemporary styling.
Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall
Chapter 8 - 12
Strategy for Routine and
Positive Requests
End with a Courteous Close
“Thank you” sufficient with no follow-up
If action then clarify who/what/when
Identify how action will benefit audience if applicable
Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall
Chapter 8 - 13
Common Examples of Routine
and Positive Messages
1. Answering requests for information and action
2. Granting claims and requests for adjustments
3. Providing recommendations and references
4. Sharing routine information
5. Announcing good news
6. Fostering goodwill
Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall
Chapter 8 - 14
Answering Requests for
Information and Action
Here is the brochure “Entertainment Unlimited” that you requested. This booklet
describes the vast array of entertainment options available to you with an Ocean
Satellite Device (OSD). (Response to inquiry, questions)
On page 12 you’ll find a list of the 338 channels that the OSD brings into your
home. You’ll have access to movie, sports, and music channels; 24-hour news
channels; local channels; and all the major television networks. OSD gives you a clearer
picture and more precise sound than those old-fashioned dishes that took up most of
your yard—and OSD uses only a small dish that mounts easily on your roof.
More music, more cartoons, more experts, more news, and more sports are
available to you with OSD than with any other cable or satellite connection in this region.
It’s all there, right at your fingertips. (Leave reader with a good impression of your firm)
Just call us at 1-800-786-4331, and an OSD representative will come to your home to
answer your questions. You’ll love the programming and the low monthly cost. Call
today! (Encourage future sale)
Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall
Chapter 8 - 15
Granting Claims and
Requests for Adjustments
Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall
Chapter 8 - 16
Responding to a Claim When
Your Company Is At Fault
• Acknowledge receipt of complaint
• Sympathize with customer’s frustration
• Take or assign personal responsibility for
setting matters straight
• Explain your plan of action
• Work to repair the relationship
• Follow up on your response
Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall
Chapter 8 - 17
Responding to a Claim When
the Customer Is At Fault
Refuse the Claim
Grant the Claim
Cost of Adjustment
Discourage Future
Claims
Cost of Lost Business
Avoid Being
Condescending
Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall
Chapter 8 - 18
Claim Reply: Customer at Fault
The writer opens by
thanking the customer
and then delivers the good
news. The second
paragraph explains the
cause of the problem and
gently suggests that the
customer could have
prevented it, but does so
without insulting or
accusing. The third
paragraph offers a specific
suggestion for the
customer’s next purchase
and does so in a positive
way.
Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall
Chapter 8 - 19
Responding to a Claim When a
Third Party is at Fault
1. Evaluate the situation and review your
company’s policies before responding.
2. Avoid placing blame; focus on the solution.
3. Regardless of who is responsible for resolving
the situation, let the customer know what will
happen to resolve the problem.
Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall
Chapter 8 - 20
Providing Recommendations
and References
A successful recommendation letter contains a
number of relevant details:
•The candidate’s full name
•The position or other objective the candidate is
seeking
•The nature of your relationship with the
candidate
•Facts and evidence relevant to the candidate
and the opportunity
Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall
Chapter 8 - 21
Sharing Routine Information
Message Type
Project Updates
Order Status
Policies
Department
Announcements
Reminder Notices
Content Organization
Open - Purpose,
Brief Overview of
Information
Body - Details
Close - Courteous
Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall
Chapter 8 - 22
Sharing Routine Information
on Facebook
The one-sentence opening
paragraph summarizes
information about a companysponsored contest.
A link provides full detail
about the
contest.
The post makes good use of
graphics and text to provide
additional details.
The final text element shares
entry restrictions to help
consumers know whether they
are eligible to enter.
Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall
Chapter 8 - 23
Announcing Good News Through a
Social Media News Release
The full narrative on the left is
“bulletized” here on the right,
which helps bloggers and
others create their own story.
Each bullet also has a Twitter
button, which lets readers send
the bullet point as an
individual tweet.
Related links take readers to
the company’s main website or
the specific product webpage.
Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall
Chapter 8 - 24
Fostering Goodwill
Congratulations
• Workplace
achievement
s
• Personal
events
Appreciation
• Recognize
contributions
• Promote
future
excellence
Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall
Condolences
• Express
caring
• Consider
media and
timing
Chapter 8 - 25
Sending Messages of Appreciation
Thank you and everyone on your team for the heroic efforts you
took to bring our servers back up after last Friday’s flood. We were
able to restore business right on schedule first thing Monday
morning. You went far beyond the level of contractual service in
restoring our data center within 16 hours. I would especially like to
highlight the contribution of networking specialist Julienne Marks,
who worked for 12 straight hours to reconnect our Internet service.
If I can serve as a reference in your future sales activities, please do
not hesitate to ask.
Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall
Chapter 8 - 26
Summary of Objectives
Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall
Chapter 8 - 27
Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall
Chapter 8 - 28

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