Professional Documents
Culture Documents
Positive Messages
Chapter 8 - 1
The Three-Step
Process
Planning
Writing
Completing
Analyze Situation
Adapt to
the Audience
Revise
Gather Information
Select Medium
Get Organized
Compose
the Message
Produce
Proofread
Distribute
Chapter 8 - 2
Routine Requests
Direct Approach
State the
the Request
Request
State
Routine
Business
Support the
the Request
Request
Support
Willing
Audience
Close the
the Message
Message
Close
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Chapter 8 - 3
Chapter 8 - 4
Chapter 8 - 5
Contact Information
Appreciation and
Goodwill
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Chapter 8 - 6
Common Requests
Information and Action
Recommendations
Claims or Adjustments
Copyright 2010 Pearson Education, Inc.
Chapter 8 - 7
Straightforward Style
Adapt to
Audience
Chapter 8 - 8
Recommendations
The
The Direct
Direct Approach
Approach
Make
Make the
the
Request
Request
Establish
Establish
Rapport
Rapport
Express
Express
Appreciation
Appreciation
Chapter 8 - 9
Claims and
Adjustments
Problem
Problem Statement
Statement
Explanation
Explanationand
andVerification
Verification
Specific
SpecificActions
Actionsor
orSolutions
Solutions
Be Professional
Remain Positive
Document Correspondence
Copyright 2010 Pearson Education, Inc.
Chapter 8 -
Routine Replies
and Positive Messages
Overall Goals
Responses
Offer
Information
Announcements
Answer
Questions
Provide
Details
Goodwill
Make an
Impression
Chapter 8 -
Routine-Message
Strategy
The Message
Main Idea
Idea
Main
Relevant
Relevant
Details
Details
Cordial
Cordial
Close
Close
Receptive Audience
Copyright 2010 Pearson Education, Inc.
Chapter 8 -
Informative Messages
Good-News
Announcements
Goodwill Messages
Chapter 8 -
Chapter 8 -
Claims and
Adjustments
The Company?
Who Is At Fault?
The Customer?
A Third Party?
Chapter 8 -
Company Is At Fault
Acknowledge the claim or complaint
Take responsibility for the outcome
Sympathize with the customer
Explain your plan of action
Work to repair the relationship
Follow up on your response
Copyright 2010 Pearson Education, Inc.
Chapter 8 -
Customer Is At Fault
Refuse the
the Claim
Claim
Refuse
Grant the
the Claim
Claim
Grant
Cost of
of Adjustment
Adjustment
Cost
Discourage Mistakes
Mistakes
Discourage
Cost of
of Lost
Lost Business
Business
Cost
Maintain the
the Customer
Customer
Maintain
Chapter 8 -
Third Party Is At
Fault
Evaluate
Evaluate Situation
Situation
Offer
Offer Solutions
Solutions
Avoid
Avoid Blame
Blame Game
Game
Copyright 2010 Pearson Education, Inc.
Chapter 8 -
Recommendations
Candidates Name
Position or Objective
Nature of Relationship
Relevant Evidence
Overall Evaluation
Chapter 8 -
Informative
Messages
Notices
Policies
Chapter 8 -
Good-News
Announcements
Direct Approach
Employment
Offers
Careful
Planning
Legal
Issues
News
Releases
Relevant
Information
Public
Relations
Chapter 8 -
Effective News
Releases
Pick Newsworthy Events
Focus On One Subject
Stress Important Ideas
Keep Statements Brief
Copyright 2010 Pearson Education, Inc.
Chapter 8 -
Effective News
Releases
Minimize Verbal Clutter
Focus On Specifics
Exercise Restraint
Follow Industry Practices
Copyright 2010 Pearson Education, Inc.
Chapter 8 -
Goodwill Messages
Congratulations
Appreciation
Condolences
Business
Business
Achievements
Achievements
Create
Create
Good
GoodFeelings
Feelings
Express
ExpressCaring
Caring
Personal
PersonalHighlights
Highlights
Promote
PromoteFurther
Further
Excellence
Excellence
Convey
ConveySympathy
Sympathy
Chapter 8 -
Chapter 8 -