University of Foreign Languages and Chapter 6
International Studies
DIVISION OF ENGLISH FOR SPECIAL Positive
Student’s name:
PURPOSES
Messages
……………………………………………………
Date of birth:
……………………………………………………….
Fill the gap with a suitable word or phrase. Use textbook as a reference.
Outcome 1: Channels used for Positive messages
………emails…………
………memos…………
………social media…………
Letters
………text/IM…………
Blogs
Outcome 2: Reasons why business letters are important
Are still the preferred channel for ………delivering messages
external………… communication in certain situations
Go to …………suppliers………, government agencies, vendors, and
customers
Encourage ………product feedback…………
Project a favourable image of the organization
………Promote………… future business
Provide a ………permanent………… record
Are ………sensitive/confidential………… and formal
Accompany ………contracts…………
Explain terms
Share ideas
………Negotiate………… agreements
Answer vendor ………qs…………
Maintain ………customer………… relations
Outcome 3: Writing plan for direct requests
3.1. OPENING
Ask the most important question ……first…………… or express a polite
command
………Avoid………… long explanations preceding the main idea.
3.2. BODY
Explain the request ………logically………… and courteously.
…………List the appropriate qs……… …………………in numbered or
bulleted form.
Use open-ended questions (What steps are necessary..) instead of …………
close-ended……… questions (Will she complete her contractual
obligation…)
Suggest reader ………benefits…………, if possible
3.3. CLOSING
State specifically, and courteously, what ………action………… to be
taken.
Mention an ………end date………… …………………, if necessary.
Provide logical reasoning for the ……end date……………
…………………
Make it easy for the receiver to …………response/comply with your
request………. .
Outcome 4: Writing plan for response messages
4.1. SUBJECT LINE
Summarize the ………main info………… ………………… from your
reply
Use ………abbreviated………… style omitting articles (a, an, the)
4.2. OPENING
Start directly by responding to the request with a ………summary
statement………… ………………….
Deliver the information that the …………reader……… wants.
When announcing good news, do so ………promptly………….
4.3. BODY
Provide ………additional………… information and details.
Use lists, tables, headings, bold or italics to add ……logicality……………
and ………readability………… …………………
Try to ………promote………… your products and your organization to
customers.
4.4. CLOSING
Add a ………concluding remark………… …………………, summary or
offer of further assistance
Avoid ………cliche ending………… ………………… (If you have any
other questions, don’t hesitate to call).
Be …………polite………
Outcome 5: Writing plan for a direct claim
5.1. OPENING
Describe clearly the …………desired action……… …………………
State the ………remedy………… briefly when it is obvious (Please credit
my Visa account)
Request and ………procedure for explanation………… when the remedy is
not obvious (Please explain your policy)
5.2. BODY
Explain your ………claim…………
Tell why it is ………justified…………
Provide ………details………… describing the desired action.
5.3. CLOSING
End pleasantly with a ………goodwill statement…………
…………………
Include and end date and …………action request……… …………………,
if appropriate
Outcome 6: Writing plan for adjustment messages
6.1. SUBJECT LINE
Identify the previous …………correspondence……… and refer to the main
topic.
6.2. OPENING
Grant the request or announce the ………adjustment………… immediately
Avoid sounding grudging or …………reluctant responses………
6.3. BODY
Provide details about how you are ………complying………… with the
request.
Try to regain the customer’s ………confidence…………
Explain how diligently your organization works to avoid ………………
…………………
………Apologize…………, if appropriate, but don’t admit negligence.
Don’t use ………negative………… words (trouble, regret,
misunderstanding, fault, error)
Avoid blaming customers – even when they may be ………
misunderstanding warranties………… …………………
Don’t blame ………services………… or departments within your
organization.
Avoid making ………future………… promises you can’t guarantee that the
situation will never recur
6.4. CLOSING
Express ………confidence about the resolved problem………… that the
customer wrote
End positively with a forward-looking thought perhaps suggesting future
business relations.
Avoid referring to ………unpleasantness………… by mentioning again
what went wrong
Outcome 7: The Five Ss of Goodwill Messages
Draw a mindmap to describe the relationship among the 5 Ss