Chapter 10- Writing Routine and Positive Messages Flashcards
What are the three parts of a routine request?
The Opening- state what the request is
The Body- explain, give necessary details
The Close- close with the specific action you want
What are the strategy for writing Routine Requests?
- Stating Your Request up front
- Explaining and justifying your request
- Requesting Specific actions in a courteous close
What are three things to consider when stating your request up front?
- Pay attention to tone- Don’t be demanding, have manners and appreciation
- Assume Audience Compliance- Don’t spend time convincing the audience to do what you ask. Just assume their compliance
- Be specific
What to consider when explaining and justifying (should be able to see the request is valid) your request?
- Make a smooth and logical explanation of the opening statement
- If applicable, show benefit of complying with your request
- Ask the most important questions first
- Breakdown complex requests into specific, individual questions that the reader can address separately
What to consider when requesting specific action in a courteous close?
- Give relevant deadlines
- Info on how you can be reached
- An expression of appreciation/goodwill
What are the 3 types of routine requests?
- Asking for info or action
- Asking for recommendations
- Making claims and requesting adjustments
What to consider when requesting info or action?
- State request clearly
- Reason for making the request
- Why it may be in the reader’s best interest to help you (if applicable)
What elements to include when requesting recommendations?
- Opening: State why the recommendation is needed
- Asking the recipient to write the message in question. (give info that person can use to write it- like work experience)
- Remind them of your relation to you (if it has been a while) near the opening of the letter- (Past student, volunteer partners, previous understudy
- Close with an expression of appreciation, full name and address (email/physical) of the recipient. Mention deadline
- For printed messages, enclosed stamped, pre-addressed envelope as a convenience to the recipient
Eg. for a job- you say you need it for a job application, so you are asking them to write a letter of recommendation for you.
What to consider when making claims and/or requesting adjustments
- Open with a calm statement of the problem along with the request
- Body: give a complete, specific explanation of details– provide the info needed to verify the complaint (eg. item #, dates, costs etc.)
- Close: Politely request specific action (if the resolution is obvious) / sincere desire to find resolution (if resolution needs to be developed). If appropriate the state the business relationship will continue if handled properly.
Have docs: receipts, invoices. Send copies and keep original
What are the 3 strategies for writing routine replies and positive messages?
- Starting with the main idea
- Providing Details and Explanation
- Ending with a Courteous Close
What are 3 strategies to use when stating the main idea in Positive Messages and Routine Replies?
- Have a clear and concise opening (what is most important)
- Share Good News First
- Prepare Audience for Details that Follow
What to consider when providing details and explanations in Positive and Routine Replies?
- Use the body to explain the point completely
- Use the indirect approach: Integrate mandatory negative info in a positive context
- Tailor when you use negative info based on the type of message- only use when it will elicit a positive response
- Provide Assurance to Customer
What to consider when Ending With a Courteous Close in Positive and Routine Replies?
- End on a Neutral or Positive Note
- A Simple “Thank You” May Suffice
- Clearly Communicate any Necessary Follow-Up Action: Eg. Giving a bi-weekly report on laptop functioning for 1 month after major repair by company.
What are the six common types of routine replies and positive messages?
- Answering Requests for Information or Action
- Granting Claims and Requests for Adjustment
- Providing Recommendations and References
- Sharing Routine Information- info on the chapel in NCU email
- Announcing Good News- You’ve won in a Lasco raffle
- Fostering Goodwill-
What to consider when Answering Requests for Information or Action
- Respond to the Inquiry and Answer All Questions
- Leave the Reader with a Good Impression
- Encourage the Future Sale and Future interaction
