Writing Routine and Positive Messages参考.ppt

Prentice Hall, 2008 Business Communication Essentials, 3e Writing Routine and Positive Messages The Three-Step Process Routine Request Strategy Common Requests Information and Action Recommendations Claims and Adjustments State the problem Explain the problem Provide verification Request action Routine Repliesand Positive Messages Routine-Message Strategy Common Routine Replies and Positive Messages Information and action Claims and adjustments Recommendations Informative messages Good-news announcements Goodwill messages Action and Information Claims and Adjustments Company Is at Fault Acknowledge claim or complaint Sympathize with the customer Take responsibility for the outcome Explain your plan of action Work to repair the relationship Follow up on your response Customer Is at Fault Third-Party Is at Fault Recommendations Informative Messages Goodwill Messages Analyze Situation Gather Information Select Medium Get Organized Revise Produce Proofread Distribute Adapt to the Audience Compose the Message Planning Completing Writing State Request Clarify Request Close Message Pay Attention to Tone Important Questions Specific Request Assume Compliance Relevant Questions Contact Information Be Specific One-Topic Questions Appreciation/Goodwill Information and Action Recommendations Claims or Adjustments Adapt to Situation Adapt to Audience Straightforward Style State the Request Support the Request Offer Reader Benefits Make the Request Establish Rapport Express Appreciation The Direct Approach Overall Goals Offer Information Answer Questions Provide Details Make an Impression Announcements Goodwill Responses The Message Receptive Audience Main Idea Relevant Details Cordial Close Promptness Graciousness Thoroughness Who Is at Fault? The Company The Customer A Third Party Refuse the Claim Grant the Claim Cost of Adjustment Cost of Lost Business Discourage Mistakes Maintain the Customer Evaluate Situation Offer Solutions Avoid Blame Game Candidate’s Name Position