assignment

vky_b

Chapter5.pptx

Home >English homework help >Article writing homework help >assignment

ESSENTIALS OF BUSINESS COMMUNICATION

8th Canadian Edition

Mary Ellen Guffey/Dana Loewy/

Richard Almonte

Chapter 5

Routine Writing Situations

‹#›

Learning Objectives

1. Identify routine writing situations.

2. Explain the relationship between routine writing situations and the direct plan for business writing.

3. Write messages that share information.

4. Write messages that request information and/or action.

5. Write reply messages to clients, customers, or coworkers.

6. Write instruction messages.

7. Write claim/complaint and adjustment messages.

8. Write recommendation messages.

9. Write goodwill messages.

‹#›

Routine Situation: Sharing Information

Writing Plan

Opening (say hello and set context for sharing)

Body (share your information)

Closing (sign off with your name and a closing salutation)

Routine Situation: Requesting Information or Action

Writing Plan

Opening (ask the most important question first or express a polite command)

Body (explain the request logically and courteously; ask other questions if necessary)

Closing (request a specific action with an end date, if appropriate, and show appreciation)

E-Mail Requesting Information

‹#›

Routine Situation: Replying to Shared Information or Requests

Writing Plan

Subject line (identify previous correspondence)

Opening (deliver the most important information first)

Body (arrange information logically, explain and clarify it, provide additional information if appropriate, and build goodwill)

Closing (end pleasantly)

Subject lines should carry the purpose of the message in a few words.

‹#›

E-Mail Response to Customer

Routine Situation: Giving Instructions

Writing Plan

Subject line (summarize the content of the message)

Opening (expand the subject line by stating the main idea)

Body (divide the instructions into steps; use bullets or numbers and action verbs using the imperative mood)

Closing (request a specific action, summarize message, or present a closing thought)

Create logical steps in the correct order.

Ask students to revise the wordy, dense statements on p. 148.

‹#›

Memo Delivering Instructions

Routine Situation: Making a Complaint or Claim

Claims are written when a customer wants to identify or correct a wrong in business.

Writing Plan:

Opening (clearly describe the desired action)

Body (explain the nature of the claim and how the claim is justified, and provide details regarding the action requested)

Closing (end pleasantly with a goodwill statement and include an end date if appropriate)

Claim Letter

When reviewing the “Before” and “After” claim letter samples, point out to students how damaging a negative tone can be. Tell them that when they are writing claim letters, they should place themselves in the position of the Customer Service Representative (the person most likely to respond to claims) who is receiving the letter. People are more likely to be generous and understanding if the writer approaches them in a forgiving way. When writing claims, facts are more important than expressing emotion, especially anger.

‹#›

Routine Situation: Replying to Complaints and Claims

Writing Plan:

Subject line (optional; identify the previous correspondence)

Opening (grant request or announce the adjustment immediately; include resale or sales promotion if appropriate)

Body (provide details about how you are complying with the request; try to regain the customer’s confidence and include resale or sales promotion if appropriate)

Closing (end positively with a forward-looking thought; express confidence in future business relations; avoid referring to unpleasantness)

Reveal good news in the opening: Present the good news immediately.

Explain compliance in the body: Explain how you are complying with the claim.

Decide whether to apologize: Avoid meaningless apologies.

Show confidence in the closing: Express confidence that the problem has been solved.

‹#›

Adjustment Letter

Routine Situation: Recommending Someone

Written to nominate people for awards or to evaluate former employees

Writing Plan:

Opening (identify the applicant, the position, and the reason for writing; establish your relationship with the applicant; describe the length of employment or relationship)

Body (describe job duties; provide specific examples of the applicant’s professional and personal skills and attributes; compare the applicant with others in his or her field)

Closing (summarize the significant attributes of the applicant; offer an overall rating; draw a conclusion regarding the recommendation)

‹#›

Routine Situation: Recommending Someone

Identifying the purpose in the opening

Example: I’m very pleased to nominate Robert Walsh for the Employee-of-the-Month award. For the past 16 months, Mr. Walsh served as staff accountant in my division. During that time he distinguished himself by …

Routine Situation: Expressing Goodwill

Include thanks, recognition, and sympathy.

Messages should be:

Selfless (don’t talk about yourself)

Specific

Sincere

Spontaneous

Short

E-Mail Thank-You for a Favour

Replies to Goodwill Messages

Take time to respond to any goodwill messages you receive; it is simply the right thing to do.

Answer a congratulatory note.

Respond to a pat on the back.

To Express Condolences

Letters of Sympathy are written to offer condolences and can be difficult to write.

Refer to the death or misfortune sensitively.

In the case of a death, praise the deceased in a personal way.

Offer assistance without going into excessive detail.

End on a positive reassuring note.

Ask students what might be difficult about writing letters of sympathy. What types of words and expressions should they use and/or avoid?

Ask students if electronic channels are appropriate for goodwill messages.

‹#›

To Express Condolences

We are deeply saddened, Gayle, to learn of the death of your husband. Warren’s kind nature and friendly spirit endeared him to all who knew him. He will be missed. Although words seem empty in expressing our grief, we want you to know that if we can help you or lighten your load in any way, you just have to let us know.

Summary

Routine situations in the office require a written message.

Respond positively to information requests and customer complaints and claims.

Take time to write and respond to goodwill messages.

Use the direct strategy for these routine messages.