Ch. 10 Routine and Positive Messages

Question 1

What is the structure of a routine request?

Answer 1

1. The opening
2. The body
3. The closing

Question 2

What is the structure of a request using the direct approach?

Answer 2

• Open with the main idea (clear statement of your request)
• Use the body to give details and justify your request
• Close by requesting specific action

Question 3

When stating the request up front:

Answer 3

-Pay attention to tone (instead of demanding action, soften your request)

• Assume that your audience will comply
• Be Specific (State precisely what you want)

*This should be in the opening of the letter

Question 4

Explaining and justifying the request:

Answer 4

• Follow from opening remarks
• Ask Important questions first
• Limit questions to one topic
• This should be in the body of the letter

Question 5

When requesting specific action in a courteous close:

Answer 5

• State a specific request (Including deadlines)
• Provide contact information
• Express your appreciation
• Dont thank the reader in advance

Question 6

When asking for information:

Answer 6

• State your request clearly
• Explain and support the request
• Introduce reader benefits

Question 7

When asking for recommendations:

Answer 7

• Open by stating why the recommendation is required and that you would like the reader to write the letter ALSO use the opening to trigger the persons memory if you have not spoken to them in a while
• Offer support for your request (any info about yourself that the reader might use to support the recommendation)
• Express your appreciation, include contact info/address to whom the recommendation letter should be sent, and if asking for an immediate recommendation letter you should mention the deadline

Question 8

When making claims and requesting adjustments

Answer 8

• Explain the problem and give details
• Provide backup information
• Politely request specific action

Question 9

The most common types of routine messages are:

Answer 9

• Asking for information or action
• Asking for recommendations
• Making claims and requesting adjustments

Question 10

Most simple requests can be handled with three message points:

Answer 10

1. What you want to know or what you want readers to do
2. Why you’re making the request
3. Why it may be in your readers interest to help you

Question 11

What are the goals for when you are responding to routine positive messages?

Answer 11

1. Communicate the information
2. Answer all of the questions
3. Provide all required details
4. Leave your reader with a good impression of you and your firm

Question 12

What is the structure for routine positive messages?

Answer 12

1. Start with the main idea
2. Provide necessary details and explanation
3. End with a courteous close

Question 13

Examples of routine and positive messages:

Answer 13

• Answering requests for information and action
• Granting claims and requests for adjustment
• Providing recommendations and references
• Sharing routine information
• Announcing good news
• Fostering good news

Question 14

Goodwill messages include:

Answer 14

• Sending congratulations
• Sending messages of appreciation
• Offering condolences (Short, simple, and sincere; open with a simple expression of sympathy)