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Crafting Effective Routine Messages

The document provides guidelines for writing positive business messages in 3 parts: 1. An opening to state the request 2. A body with appropriate tone, specific details, and benefits 3. A closing with contact details and expressions of goodwill. Key recommendations include being polite, stating the reason for the request and reader's advantages, breaking down complex requests, and following up on claims and adjustments. The overall message is to address the reader's needs clearly and respectfully.

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Mian
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37 views15 pages

Crafting Effective Routine Messages

The document provides guidelines for writing positive business messages in 3 parts: 1. An opening to state the request 2. A body with appropriate tone, specific details, and benefits 3. A closing with contact details and expressions of goodwill. Key recommendations include being polite, stating the reason for the request and reader's advantages, breaking down complex requests, and following up on claims and adjustments. The overall message is to address the reader's needs clearly and respectfully.

Uploaded by

Mian
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

Writing routine & Positive

Messages
Three Parts
• 1 .An Opening
• 2. A Body (Content)
• 3. Closing
Stating Your Request
• Appropriate Tone
• Never demand action
• Send me the latest version of the budghet
spreadsheet
• Please
• I would appreciate……….
• Assume that your • Multiple Requests
audience will comply
(after understanding) • Ask most important
request at the
• Be very specific & beginning
pertinent • Your opening remarks
• You need Market data must lead to logical
(1 to 3 page summary
or 100 pages raw data) and smooth extension
of opening
• Unusual / complex
request:
• Break down into
smaller specific
individual questions
• Benefits
• Time saving
• accuracy in answers
obtained
Closing
• Specific/ to the point request with any
dead lines to follow
• Your contact details
• Good will expression:

• Don’t write:
• Thanking you in advance
• Please send the figures by May 5 so that I
can return first quarter results to you
before the May 20 conference.
TYPES OF BUSINESS MESSAGES
• Asking for info & action
• 1#what you want to know/ what do you
want your readers to know
• 2#Why you are making the request*
• 3#Why it may be in your reader’s
interest/ advantage to help you*
Asking for recommendations
• Giving contracts, jobs, promotions,
scholarships
• Depends on references
• Companies ask for references who can
recommend candidate’s ability, skills,
integrity, character, suitability etc
Ask permission
• Some people/ companies have discreet
policy of not providing any references
• They donot know you enough
• Inform your reader • If you are contacting
why you are asking the reader after a
reference long time, give
For job / any other instances of your
purpose contact/ association/
working period to
Routine matter so use trigger memory
direct approach
Making claims & requests
• Dissatisfaction with a • Explain the problem
product • Details of the matter
• Claiming an • Give invoice, receipt,
adjustment cancelled cheque,
• Stay formal & date of purchase etc
professional not
angry • Tell specifically what
you want to be done
• Ask their advice
• Main content/ body • Closing:
of the message: • Courteous
explanations/ • Thank you
supporting details
• Who will do what &
when*
Replying to Claims & Adjustment
requests
• Every mistake is an opportunity for
improving a relationship.
• Acknowledge
• Sympathize
• Take/ assign personal responsibility for
addressing /solving
• Explain your plan to resolve
• Take action
• Follow up
• Don’t blame your own colleagues
• Don’t exaggerate your apologies
• Don’t say your customer is wrong
• Don’t promise what you cant do;p[
• ‘[;p’’’’

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