Chapter 6 Flashcards
Positive messages share the following traits:
1) Routine and straightforward
2) Helpful when conducting everyday business
3) Make up the bulk of workplace communication
4) Require solid writing skills
When are business letters necessary?
- when a permanent record is needed
- confidentiality is needed
- formality and sensitivity is needed
- persuasion is needed
What do business letters do?
- they go to suppliers, gov agencies, customers, vendors
- encourage feedback
- project a favorable image of the business
- promote future business
What is block style formatting?
dateline, inside address, optional subject line, body and so on-are set flush left on the page
Direct requests should be __________
frontloaded
The first sentence of a direct request should be?
A question or polite command (Please answer the following questions)
The body of a direct request should do what?
Explain the request, list questions, use open ended questions, suggest reader benefits
The quality of the information retained from a request depends on what?
the clarity of the inquiry
The closing of a direct request should do what?
Be specific in what action should be taken, mention an end date and reasoning, make it easy for the receiver to respond.
Tie appreciation to reader benefit
A subject line for emails, memos, and letter replies should do what?
Summarize the main info from your reply
An opening for replies to emails, memos, and letters should do what?
Begin directly with responding to the request with a summary statement, deliver the information the reader wants, announce good news promptly
The body for replies to emails, memos, and letters should do what?
explain the subject logically, use lists/tables/bullets/headings, etc, promote products and services (When someone asks)
The closing for replies to emails, memos, and letters should do what?
offer a concluding thought, avoid cliche endings, be cordial
The subject line in an instructive message does what? The opening?
Summarize the content
Expand the subject line by stating the main idea in a full sentence.
The body of an instructive message does what?
Presents instructions in orderly steps (arranged vertically), begin each step with an action (command language)
The closing of an instructive message does what?
Request a specific action and deadline, summarize, present a closing thought
opening for a direct claim
Describe clearly the desired action, state the remedy briefly when it is obvious, request an explanation when the remedy is not obvious
body for a direct claim
Explain your claim, why it is justified, provide details describing the desired action
closing for a direct claim
end pleasantly with a goodwill statement, include an end date and action request
What is an adjustment message?
When a company receives a claim and decides to respond favorably
What are the three goals in adjustment messages?
1) Rectifying the wrong (if one exists)
2) Regaining the confidence of the customer
3) Promoting future business
subject line for adjustment messages
identify the previous correspondence and refer to the main topic
opening for adjustment messages
grant the request/announce the adjustment immediately, avoid sounding grudging or reluctant
body for adjustment messages
provide details about how you are complying with the request, try to regain confidence, explain how hard your company works to avoid disappointing customers, apologize if appropriate but don’t admit negligence, don’t blame anyone and don’t make unrealistic promises
closing for adjustment messages
express appreciation that the customer wrote, end positively with a future looking thought that suggests future business, avoid unpleasantness by repeating what went wrong
the 5 S’s of goodwill messages
keep it SHORT, be SELFLESS, be SPECIFIC, be SINCERE, be SPONTANEOUS
What are goodwill messages?
Messages that say thanks, recognition, or sympathy
Goodwill messages should be…
handwritten
How should one reply to goodwill messages?
send a note expressing appreciation, tell how good the message made you feel, accept praise graciously
When is it okay to email a goodwill message?
If you are accustomed to communicating with that person through email.
Email may precede a phone call or written note
handwritten notes are impressive because they can be savored
