Routine Messages

Содержание

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Routine messages Compose a routine request.请求信 Compose a routine reply.回复 Compose

Routine messages

Compose a routine request.请求信
Compose a routine reply.回复
Compose a routine claim

letter.索赔信
Compose a routine adjustment letter. 理赔信
Compose a goodwill message.友好信
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Planning the Routine Message 1. Routine messages are necessary for day-to-day

Planning the Routine Message

1. Routine messages are necessary for day-to-day

business operations.
2. When analysis indicates that the reader is interested in the content of the message, use a direct organizational plan: state the main idea first, followed by any needed explanation, and then a friendly closing.
3. The indirect organizational plan, often used for persuasive and bad-news messages, presents reasons or explanations before the main idea.
4. Determine whether a written message is needed. If so, you may transmit your message as an interoffice memorandum, a letter, or an e-mail message.
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Advantages of a direct approach The first sentence attracts attention because

Advantages of a direct approach

The first sentence attracts attention because

it is in the emphatic position.
When the first sentence is direct, then details follow easily.
Good news puts receivers in a pleasant frame of mind, and thus receptive to the details that follow.
The arrangement may save time. Once receivers get the important idea, they can move rapidly through the supporting details.
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Routine requests Main request and justification (e.g., about banquet facilities) Explanation and details Friendly closing

Routine requests

Main request and justification (e.g., about banquet facilities)
Explanation and details
Friendly

closing
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Major Idea First 1. Present your request clearly and directly in

Major Idea First

1. Present your request clearly and directly in

the first sentence or two. Phrase it in the form of a direct question, a statement, or a polite request.
2. Clearly define the type of response you want, and phrase your request to get that response.
3. Remember that you are imposing on the goodwill of the reader. Ask as few questions as possible.
4. Arrange your questions in logical order, word each question clearly and objectively, and limit the content to one topic per question.
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Explanation and Details 1. Provide enough explanation and details about your

Explanation and Details

1. Provide enough explanation and details about your

request so that the reader can understand and respond.
2. Remember reader benefits: the reader is more likely to cooperate if you describe how he or she is going to benefit from agreeing to your request.
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Friendly Closing Close on a positive, friendly note. Show appreciation for

Friendly Closing

Close on a positive, friendly note. Show appreciation for

the reader’s cooperation without seeming to take it for granted. If appropriate, state and justify any deadlines or offer to reciprocate in some way.
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Routine request Dear Mr. Peterson: Subject: Request for Information About Banquet

Routine request

Dear Mr. Peterson:
Subject: Request for Information About Banquet Facilities
Would you

please provide information regarding your banquet facilities.
We are considering holding our annual awards luncheon for 265 of our personnel at your hotel on March 25. Our decision will be based on answers to the following questions:
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Routine request (cont’d) Is your facility available from 9 a.m. until

Routine request (cont’d)

Is your facility available from 9 a.m. until 3

p.m. on that date? We will need the additional time for setup and takedown.
Do you offer free use of audiovisual equipment? We would need a color projector and screen. We would supply the portable computer.
Do you have a variety of hot lunches that can be served tableside for between $15 and $18, including tax and gratuities?
Thank you for providing this information in time for us to make our site selection by January 15.
Sincerely,
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Quiz What is the content of the opening of a routine

Quiz

What is the content of the opening of a routine request?
A

general statement of goodwill
A statement that introduces to writer to the reader
An observation about the reader
A clear statement of the request
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Quiz What is the content of the opening of a routine

Quiz

What is the content of the opening of a routine request?
A

general statement of goodwill
A statement that introduces to writer to the reader
An observation about the reader
A clear statement of the request (correct)
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Quiz Which of the following is true about asking a series

Quiz

Which of the following is true about asking a series of

questions in a routine request message?
Ask the most important question first.
Ask only relevant questions.
Deal with only one topic per question.
All of the above are true of routine requests that include a series of questions.
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Quiz Which of the following is true about asking a series

Quiz

Which of the following is true about asking a series of

questions in a routine request message?
Ask the most important question first.
Ask only relevant questions.
Deal with only one topic per question.
All of the above are true of routine requests that include a series of questions. (correct)
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In-class writing As an international student in China, you find that

In-class writing

As an international student in China, you find that there

are few sports facilities in your college. In order to maintain good health, you intend to take part in a sports club near the college. Write a letter to the club manager, asking for information about the club. Your letter should include:
1. Necessary information about yourself
2. How you come to know about the sports club
3. Reason for taking part in the club
4. Way of obtaining membership and others, such as the cost, hour, activities, facilities, and so on.
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Routine replies 1. Put the “good news”-the fact that you are

Routine replies

1. Put the “good news”-the fact that you are responding

favorably-first, where it receives the most attention.
2. Answer promptly and courteously. If you appear to be acting grudgingly, you will lose goodwill.
3. Grant the request early in the message.
4. Be sure to answer all the questions asked or implied, and include additional information or suggestions that can help the reader.
5. Form letters often are used when a writer has to answer the same questions frequently. With word processing, such messages can be individualized easily. 6. If appropriate, promote sales or build goodwill.
7. End on a positive, friendly note.
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Routine reply Dear Mr. Olson: Subject: Hosting Your Awards Luncheon We

Routine reply

Dear Mr. Olson:
Subject: Hosting Your Awards Luncheon
We would enjoy hosting

your awards luncheon on March 25. Our L’Enfant Room, which has a lovely view of the Cleveland skyline, is available until 4 p.m. that day.
To offer round-the-clock service, we have contracted with an outside firm to provide all audiovisual services for a reasonable fee. You may make arrangements directly with GuestServ by calling the company at 555-1086.
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Routine reply (cont’d) For the health-conscious guest, we offer soup-and-salad lunches

Routine reply (cont’d)

For the health-conscious guest, we offer soup-and-salad lunches for

between $12 and $18. We also offer a hot buffet line with your choice of two main dishes for between $16 and $20. Hot meals served tableside begin at $21.75 for our popular braised chicken breast.
No matter what your choice, you will find that our facilities, food, and service live up to the “Cleveland’s finest” label recently awarded to us by Cleveland Monthly magazine. Please call me at 555-3288 to let me know how we might serve your organization.
Sincerely,
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In-class writing As the business manager for Maison Richard, a 200-seat

In-class writing

As the business manager for Maison Richard, a 200-seat restaurant

in Seattle, you received an inquiry from Chris Shearing. She had several questions about the meat and fish served in your restaurant. Here are here questions and your answer.
MS. Shearing is a well-known animal-fights activist, and you want to present your case as positively as possible to avoid the loss of her goodwill and any negative publicity that might result. Respond to her letter, supplying wahtever other appropriate information you feel is reasonalbe.
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Q: Are the cattle from which your beef comes allowed to

Q: Are the cattle from which your beef comes allowed to

roam freely on an open range instead of being fattened in cramped feedlots?
A:No, allowing free-roaming would increase the muscle tissue in the beef, making it less tender.
Q: Are the cattle fed antibiotics and hormones?
A: Yes, to ensure a healthy animal and to promote faster growth.
Q: Do your trout come from lakes and streams?
A: No, they’re farm-grown, which is more economical and results in less disease.
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Routine claim letters 1. Write a claim letter as soon as

Routine claim letters

1. Write a claim letter as soon as you

have identified a problem.
2. Address the letter to the company’s order department or customer relations department.
3. Remember that the person you are writing to was not personally responsible for the problem. Be courteous and avoid emotional language.
4. Begin by identifying the problem, and then go on to explain it. Provide as much background information as necessary (dates, model numbers, copies of canceled checks or correspondence).
5. Describe the action you expect the reader to take.
6. End the letter on a confident note.
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Routine claim letter Dear Ms. Pearson: Subject: Request for Valet-Parking Refund

Routine claim letter

Dear Ms. Pearson:
Subject: Request for Valet-Parking Refund
Would you please

issue Franklin Associates a refund check for $426 to fix an incorrect charge for valet parking at a luncheon we held at the Berkshire on March 25.
We paid your Invoice 3042 for $8,012 with our Check No. 941386. Upon reviewing your invoice, however, I noted a $426 charge for valet parking for 213 vehicles at $2 each.
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Routine claim letter (cont’d) Our contract with you states that “complimentary

Routine claim letter (cont’d)

Our contract with you states that “complimentary valet

parking will be provided for all catered events with a total food and beverage charge of at least $7,500.”
I have enclosed copies of your invoice, our check, and the contract. Thanks for taking care of this matter and for a truly memorable meal. Everyone is still talking about your delicious mile-high pie.
Sincerely,
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Routine claim letter Which opening paragraph is more appropriate for a

Routine claim letter

Which opening paragraph is more appropriate for a routine

claim letter?
I am extremely upset with the failure of your company to honor the service agreement I purchased for our refrigerator.
The service agreement I purchased on my refrigerator indicates that a new filter will be provided every year. Yesterday I received a bill for the first filter.
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In-class writing You attend an evening course in a school. but

In-class writing

You attend an evening course in a school. but

you find that the course is described on the course is different from what is described on the brochure. Write a letter to the school. In your letter.
1. explain the detail (s) of evening course
2. explain the differences
3. suggest what action school should take
Write at least 100wds.
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Routine adjustment letters Overall Tone A claim represents a possible loss

Routine adjustment letters

Overall Tone
A claim represents a possible loss of

goodwill and confidence in the company or its products, so the overall tone of an adjustment letter is crucial.
a. Be gracious.
b. Show confidence in the reader’s honesty and in the essential worth of the company and its products.
c. Use neutral or positive language (“the situation”, not “our complaint”.
d. Answer promptly.
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Good News First Give the good news first: let the reader

Good News First
Give the good news first: let the reader

know right away that you are granting the claim.
a. An apology usually is not necessary for small, routine claims.
b. If the company has caused the customer to be severely inconvenienced, apologize in a businesslike manner. Do not repeat the apology later.
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Explanation 1. Explain why the problem happened and what steps you

Explanation
1. Explain why the problem happened and what steps you

are taking to be sure it does not happen again. Be concise; do not belabor the problem.
2. Resale-information that reestablishes the customer’s confidence in the company and its products-is important. But do not make promises you cannot keep.
3. If the customer is at fault, explain, tactfully and impersonally, how the problem can be avoided in the future.
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Positive, Forward-Looking Closing 1. Make the closing friendly and positive. 2.

Positive, Forward-Looking Closing
1. Make the closing friendly and positive.
2.

Do not refer to the problem here.
3. Do not apologize again.
4. Do not mention possible future problems.
5. Do not imply that the customer is still upset.
6. Include sales promotion only if you are sure that the adjustment has restored the customer’s confidence in the product or service.
7. Use strategies that imply a continuing relationship with the customer.
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Routine adjustment letter Dear Mr. Olson: Subject: Your Refund Check for

Routine adjustment letter

Dear Mr. Olson:
Subject: Your Refund Check for $451.56
Thanks for

giving us the opportunity to correct our bill. The enclosed check for $451.56 represents a refund of the valet parking bill of $426 plus $25.56 tax.
As you will remember, the day before your luncheon, you gave us a head count of 268 guests, which resulted in a bill of $7,420—below the $7,500 minimum for free parking.
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Routine adjustment letter (cont’d) Although we were happy to accommodate the

Routine adjustment letter (cont’d)

Although we were happy to accommodate the eight

extra guests who showed up without reservations, we inadvertently failed to note that they brought your total bill above the minimum required for free parking.
I appreciate your calling this matter to our attention, Mr. Olson, and look forward to serving you and your colleagues another slice of our famous mile-high pie in the near future.
Sincerely,
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Routine adjustment You brought a guest to your favorite restaurant for

Routine adjustment

You brought a guest to your favorite restaurant for dinner.

Service was unbelievably slow and the cook obviously had not shown up for work. You wrote the owner with all the details of your experience. What was your reaction when you read his response?
I am sorry to hear of the problems you experienced recently in our restaurant. It is unusual that something of this nature happens.
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Effective customer service

Effective customer service

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Assume the role of fulfillment representative at Paperbacks by Post, a

Assume the role of fulfillment representative at Paperbacks by Post, a

book club that automatically mails members a selected paperback every month unless they send back a postcard declining the shipment. Although the system works well most of the time, occasionally a member receives a book even after returning the refusal postcard. In such cases, your company asks the member to take the parcel to the post office, which will return it at company expense. You also cancel the invoice and send the member a discount coupon toward future selections.
Write a letter that you can send to members who complain about receiving an unwanted shipment. Advise them to act promptly , posting returns no later than two weeks after receipt.

In-class writing

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Goodwill messages Be prompt. Be direct. Be sincere. Be specific. Be brief.

Goodwill messages

Be prompt.
Be direct.
Be sincere.
Be specific.
Be brief.

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Congratulatory Messages 1. Congratulatory messages should be sent for major business

Congratulatory Messages

1. Congratulatory messages should be sent for major business

achievements and personal achievements.
2. Such notes should be written both to employees within the company and to customers and others outside the firm.
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Congratulations message via e-mail

Congratulations message via e-mail

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Thank-You Notes 1. A note of thanks or appreciation is often

Thank-You Notes

1. A note of thanks or appreciation is often

valued more than a monetary reward. A handwritten note is more personal, but you can send a copy of the note to a person’s supervisor.
2. The note should be sent whenever someone does you a favor; everyone likes to be recognized.
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Six-point formula to the proper thank-you letter Greet the giver. This

Six-point formula to the proper thank-you letter

Greet the giver.
This is the easy

part, but many forget it.
Express your gratitude.
This first paragraph is actually the most complicated.
Discuss use.
Say something nice about the item and how you will use it.
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Six-point formula (cont’d) 4. Mention the past, allude to the future.

Six-point formula (cont’d)

4. Mention the past, allude to the future.
Why did they

give you the gift? What does it mean to your relationship with the giver?
5. Be gracious.
It is not overkill to say thanks again.
6. Send warm regards.
Simply wrap it up.

Source: Adapted from: http://www.themorningnews.org/archives/how_to/how_to_write_a_thankyou_note.php, accessed 10/1/07.

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The importance of goodwill

The importance of goodwill

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He/she/they never said thank you! Think of a situation for which

He/she/they never said thank you!

Think of a situation for which

you would like to receive a thank you letter.
Identify the thoughts that you would like to read in such a letter.
Now, write the letter to yourself.
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In-class Writing You have just arrived in the city where you

In-class Writing

You have just arrived in the city where you are

going to spend two years for your master’s degree. You have a lot preparation to do before a new term starts, but you do not know how to go round the city. A friend you have newly acquainted offered you guidance and helped you through difficulties. Write a letter to express your thanks.
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