Chapter 7:

Writing
Routine and
Positive
Messages

Learning Objectives:
1. Outline an effective strategy for
writing routine business messages.
2. Describe the 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.

Strategy for Routine

Requests

First Paragraph
- Start with a clear statement that
explain why you are writing.
- 1. Pay attention to tone.
- 2. Work under the assumptions
that the audience will comply.
- 3. Draws distinctions
- 4. Be specific

Middle Paragraph
- It provides a clear explanation of
what you need and often
justification for your request.
- 1. Ask the most important
questions first or note the key
points to remember or comply with.
- 2. Ask only relevant questions or
make relevant points.
- 3. Focus on one issue at a time.

Third Paragraph
- End with a closing paragraph that
is courteous and often serves as a
reminder of what is needed:
- 1. Be specific.
- 2. Tell your audience you know
you appreciate their effort, a
closing expression of goodwill.

Strategy for Routine Requests

Al Mansoori Corporation
Abu Dhabi, UAE

April 25, 2014

Mr. Khaleefa Abdullah Musallam Al Qubaisi
Dubai, UAE
Dear Sir:

Clearly state the main idea, the request, or the

good news

Opening

Include all the details necessary

Body

Close cordially and refer to the good news or

state the specific action you desire

Close

Sincerely,
Ahmed Bakheet Saif eissa Al Mansoori
Manager

Common Examples of
Routine Replies and
Positive Messages

Common examples of
Routine Requests

1. Asking for information and action.

2. Asking for recommendations.
3. Making claims and requesting
adjustments.

Claims or Adjustments
When writing a claim or requesting an
adjustment:
1. Explain the problem and give details.
2. Provide backup information.
3. Request specific action.

Grating Claims and

Requests for Adjustment

Responding to a claim
when Your Company at
Fault
Acknowledge claim or complaint

Sympathize with the customer

Take or assign personal responsibility for setting
matters straight.
Explain how you have resolved, or plan to resolve, the
situation.
Take steps to repair the relationship.
Follow up to verify that your response was correct.

Responding to a claim when

You Costumer at Fault
1. Weigh the cost of complying with or refusing the
request.
2. If you choose to comply, open with good news.
3. Use the body of the message to respectfully
educate the customer about steps needed to avoid
a similar outcome in the future.
4. Close with an appreciation for the customers
business.

Responding to a claim when

You Costumer at Fault

Evaluate the situation

Offer solutions
No blame game

Providing
Recommendations and
References

Recommendation and
References
Recommendation letters are
vulnerable to legal complications, so
consult with your companys legal
department before writing one.

Recommendations

Candidates Full Name

Position or Objective
Your Relationship
Facts and Evidence
Comparative Data
Overall Evaluation

Sharing Routine
Information

Announcing Good
News
Pick
Newsworthy Items

Focus on One Subject

Stress Important Ideas
Keep Statements Brief
Be specific
Follow established industry
conventions for style, punctuation,
and format

Fostering Goodwill
-Goodwill is the positive feeling
that encourages people to
maintain a business relationship
Sending Congratulations
Sending Messages of
Appreciation
Offering Condolences