University of Foreign Languages and International

Studies
Chapter 6
DIVISION OF ENGLISH FOR SPECIAL
PURPOSES Positive Messages
Student’s name: Lê Thu Quỳnh
Date of birth: 28/07/2001
Fill the gap with a suitable word or phrase. Use textbook as a reference.

Outcome 1: Channels used for Positive messages

§ Telephone conversations
§ E-mails
§ Instant messages
§ Brief visit
§ Letters
§ …………………
§ Blogs

Outcome 2: Reasons why business letters are important

§ Are still the preferred channel for internal and 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 and formal
§ Accompany telephone conversations and e-mail messages
§ Explain terms
§ Share ideas
§ Negotiate agreements
§ Answer vendor questions
§ Maintain customer relations

Outcome 3: Writing plan for direct requests

3.1. OPENING
§ Ask the most important question first or express a polite command
§ Not write long explanations preceding the main idea.
3.2. BODY
§ Explain the request logically and courteously.
§ Itemize information 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 …………………, 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
supplied date
§ Make it easy for the receiver to read .

Outcome 4: Writing plan for response messages

4.1. SUBJECT LINE
§ Summarize the main idea from your reply
§ Use personal business letter style omitting articles (a, an, the)
4.2. OPENING
§ Start directly by responding to the request with a forceful and
efficient opener
§ 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 information and
Considerable data
§ Try to promote your products and your organization to customers.
4.4. CLOSING
§ Add a closing mark, summary or offer of further assistance
§ Avoid form-letter closings (If you have any other questions, don’t hesitate
to call).
§ Be recognized as an individual

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