Chapter 9
Routine Business
Messages
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Learning Objectives
LO9.1 Describe how delivering routine messages impacts
credibility.
LO9.2 Describe the process for developing routine
business messages.
LO9.3 Construct task-oriented routine messages, including
requests, expectations, directions, responses to inquiries,
announcements, and claims.
LO9.4 Construct relationship-oriented routine messages,
including appreciation, apologies, and expressions of
sympathy.
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Chapter Overview
1. How routine messages affect credibility
– Competence, caring, character
2. Components of routine messages
3. Task-oriented routine messages
– Requests, expectations, directions, responses to inquiries
4. Relationship-oriented routine messages
– Apologies, expressions of appreciation, expressions of sympathy
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Routine Messages Impact Credibility (1 of 2)
The approach to routine messages strongly influences
how others evaluate your:
• Responsiveness
• Reliability
• Attention to detail
• Commitment
• Professionalism
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Routine Messages Impact Credibility (2 of 2)
Credibility has three components:
• Competence - knowledge and skills needed to accomplish
business tasks, approach business problems, and get a job
done.
• Caring - understanding the interests of others, cultivating a
sense of community, and giving to others and showing
generosity.
• Character - a reputation for staying true to commitments
made to stakeholders and adhering to high moral and
ethical values.
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Components of routine messages
Developing Routine Messages (2 of 2)
Routine messages require
proportionately less time
for planning and
reviewing.
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Figure 9.1 The Writing Process for Routine Messages
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Making Requests
Requests are essential for
- coordinating work efforts,
- buying and selling products
and services,
- maintaining work relationships.
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Figure 9.2 Less Effective Routine
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Figure 9.3 More Effective Routine
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Setting Expectations (1 of 2)
• Setting expectations is directly tied to your credibility and
ability to foster interpersonal trust in the workplace.
• Failure to do so can lead to lasting professional
disappointments and breakdowns in working
relationships.
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Components of Setting Expectations
1. Explain expectations
2. Describe responsibilities
3. Provide deadlines
4. Discuss coordination
5. State goodwill
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Less Effective Example of Setting
Figure 9.4 Expectations
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Figure 9.5 More Effective Example of Setting Expectations
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Providing Directions
• Directions typically include specific—often step-by-
step—guidelines for accomplishing particular tasks
• In messages with procedures and directions, make the
steps stand out clearly by enumerating each one.
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Components of Directions
1. State goals
2. Give step-by-step directions
3. State goodwill
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Figure 9.6 Less Effective Directions
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Figure 9.7 More Effective Directions
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Responding to Inquiries
• Responding to inquiries is to set off each question
so readers can quickly identify responses to
particular questions.
• You generally can do this using bullets or
numbered lists and/or special formatting.
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Figure 9.8 Less Effective Response to an Inquiry (1 of 2)
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Figure 9.8 Less Effective Response to an Inquiry (2 of 2)
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Figure 9.9 More Effective Response to an Inquiry (1 of 2)
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Figure 9.9 More Effective Response to an Inquiry (2 of 2)
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Creating Announcements (1 of 2)
Announcements are:
- updates to policies and
procedures,
- notices of events
- other correspondences that
apply to a group of employees
and/or customers.
To prevent recipients from ignoring
announcements, the subject line must be
specific and must create interest.
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Figure 9.10 Less Effective
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Figure 9.11 More Effective
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Making Claims (1 of 2)
Claims are requests for other
companies to compensate for
or correct the wrongs or
mistakes they have made.
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Making Claims (2 of 2)
• Goal of making claims is to have your claim
honored/fulfilled
• Focus on facts first and emotions second.
• Lay out a logical, reasonable, and professional
explanation for your claim.
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Figure 9.12 Less Effective Claim
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Figure 9.13 More Effective Claim
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Showing Appreciation
A sincere expression of
thanks helps achieve
business goals and
strengthens work
relationships.
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Figure 9.14 Less Effective Appreciation
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Figure 9.15 More Effective Appreciation
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Making Apologies
Components of an apology:
1. Acknowledgment of a mistake or an offense
2. An expression of regret for the harm caused
3. Acceptance of responsibility
4. A commitment that the offense will not be repeated
Effective apologies should be timely and sincere.
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Figure 9.16 An Apology
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Expressing Sympathy
• The foremost requirement of any expression
of sympathy is that it be sincere.
• Your genuine concern will compensate for
any deficiencies in the words you use.
• Handwrite your expression of sympathy on a nice card
is ideal.
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Expressing Sympathy
Components include:
1. Acknowledgment of a loss/melancholic event
2. Express your condolences
3. Offer your help and support (if possible)
4. Close with thoughtful words
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Business Communication
Chapter 9
The End
©McGraw-Hill Education. All rights reserved. Authorized only for instructor use in the classroom. No reproduction or further distribution permitted without the prior written consent of McGraw-Hill Education.