Chapter 8 Flashcards
1
Q
applicating of the 3x3
A
phase 1-why am I writing this?
phase 2-gather information
phase 3-final touches
2
Q
when to use email vs memo
A
email, good for short
3
Q
writing instructions
A
divide the instructions into steps
list the steps in the order in which they are to be carried out
arrange the items veritcally with numbers.
begin each step with an action verb using the imperative command mood rathan an indictiave mood.
4
Q
characteristics of a goodwill message
A
selfless specific sincere spontaneous short
5
Q
direct claim message
A
begin directly with the purpose
6
Q
messages that make adjustments
A
open with approval
in the body win back the customers confidence
close positively
