Copyright © 2017 Pearson Education, Inc.

Excellence in
Business Communication
Chapter 8
Writing Routine and Positive Messages

Copyright © 2017 Pearson Education, Inc.

 Learning Objectives
1. Outline an effective strategy for writing
routine business requests.
2. Describe three common types of routine
requests.
3. Outline an effective strategy for writing
routine replies and positive messages.
4. Describe six common types of routine
replies and positive messages.
Copyright © 2017 Pearson Education, Inc. Chapter 8 - 3
 Strategy for Routine Requests

(LO 1) Outline an effective strategy for writing

routine business requests.

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 Structure of Routine Requests

(1) The Opening

Three Parts (2) The Body

(Direct Approach)

(3) The Close

Copyright © 2017 Pearson Education, Inc. Chapter 8 - 5
Stating Your Request Up Front

•Pay Attention to Tone

•Assume Audience Compliance

•Be Specific about What You Want

Copyright © 2017 Pearson Education, Inc. Chapter 8 - 6

 Explaining and Justifying
Your Request
•Follow from Opening Remarks

•Ask Important Questions First

•Limit Questions to One Topic

Copyright © 2017 Pearson Education, Inc. Chapter 8 - 7

 Requesting Specific Action in
a Courteous Close
•State a Specific Request

•Provide Contact Information

•Express Your Appreciation

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 Common Examples of
Routine Requests
(LO 2) Describe three common types of
routine requests.

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 Asking for Information
and Action
State Your Request Clearly

Explain and Support the Request

Introduce Reader Benefits

Copyright © 2017 Pearson Education, Inc. Chapter 8 - 10

 Asking for Recommendations

State Your Request Clearly

Offer Support for Your Request

Express Your Appreciation

Copyright © 2017 Pearson Education, Inc. Chapter 8 - 11
 Making Claims and
Requesting Adjustments

State the Problem Clearly

Explain the Situation Clearly

Request Specific Action

Copyright © 2017 Pearson Education, Inc. Chapter 8 - 12

 Strategy for Routine Replies and
Positive Messages
(LO 3) Outline an effective strategy for writing
routine replies and positive messages.

Copyright © 2017 Pearson Education, Inc. Chapter 8 - 13

 Starting with the Main Idea

Prepare the Audience for What Will Follow

Write Your Opening Keep the Opening

Clearly Concise

Copyright © 2017 Pearson Education, Inc. Chapter 8 - 14

 Providing Necessary Details
and Explanation
Explain Your Point Completely

Maintain a Supportive Create a Favorable

Tone Context

Copyright © 2017 Pearson Education, Inc. Chapter 8 - 15

Ending with a Courteous Close

Keep It Short and Simple, Neutral or Positive

Simply Say Clarify

“Thank You” Follow-Up Action

Copyright © 2017 Pearson Education, Inc. Chapter 8 - 16

 Common Examples of Routine
Replies and Positive Messages
(LO 4) Describe six common types of routine
replies and positive messages.

Copyright © 2017 Pearson Education, Inc. Chapter 8 - 17

 Answering Requests for
Information or Action
Using the Direct Approach

Open with the Main Idea

Include Explanation and Detail

Close the Message Courteously

Copyright © 2017 Pearson Education, Inc. Chapter 8 - 18
 Granting Claims and Requests
for Adjustments
• Acknowledge the complaint.
• Sympathize with the customer.
• Take or assign personal responsibility.
• Explain how you’ll handle the situation.
• Take steps to repair the relationship.
• Follow up on your response.

Copyright © 2017 Pearson Education, Inc. Chapter 8 - 19

 Providing Recommendations
and References
Candidate’s Name Position or Objective

Your Relationship Facts and Evidence

Comparison with Peers Overall Evaluation

Copyright © 2017 Pearson Education, Inc. Chapter 8 - 20

 Effective
Recommendation Letter

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 Sharing Routine Information

Opening State Purpose; Nature of Information

Body Provide Necessary Information

Closing End with a Courteous Close

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 Announcing Good News (1 of 2)

•News Releases

External
Messages •Direct-to-Consumer Releases

•Social Media Releases

Copyright © 2017 Pearson Education, Inc. Chapter 8 - 23
 Announcing Good News (2 of 2)

Copyright © 2017 Pearson Education, Inc. Chapter 8 - 24

 Fostering Goodwill

•Sending Congratulations

•Expressing Appreciation

•Offering Condolences

Copyright © 2017 Pearson Education, Inc. Chapter 8 - 25

 Goodwill Messages

Copyright © 2017 Pearson Education, Inc. Chapter 8 - 26

 All rights reserved. No part of this publication may be reproduced, stored in a
retrieval system, or transmitted, in any form or by any means, electronic,
mechanical, photocopying, recording, or otherwise, without the prior written
permission of the publisher. Printed in the United States of America.

Copyright © 2017 Pearson Education, Inc. Chapter 8 - 27