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’’’’