University of Foreign Languages and International

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

Outcome 1: Channels used for Positive messages

§ …………………
§ …………………
§ …………………
§ Letters
§ …………………
§ Blogs

Outcome 2: Reasons why business letters are important

§ Are still the preferred channel for ………………… communication in
certain situations
§ Go to …………………, government agencies, vendors, and customers
§ Encourage …………………
§ Project a favourable image of the organization
§ ………………… future business
§ Provide a ………………… record
§ Are ………………… and formal
§ Accompany …………………
§ Explain terms
§ Share ideas
§ ………………… agreements
§ Answer vendor …………………
§ Maintain ………………… relations

Outcome 3: Writing plan for direct requests

3.1. OPENING
§ Ask the most important question ………………… or express a polite
command
§ ………………… long explanations preceding the main idea.
3.2. BODY
§ Explain the request ………………… and courteously.
§ ………………… …………………in numbered or bulleted form.
§ Use open-ended questions (What steps are necessary..) instead of
………………… questions (Will she complete her contractual
obligation…)
§ Suggest reader …………………, if possible
3.3. CLOSING
 § State specifically, and courteously, what ………………… to be taken.
§ Mention an ………………… …………………, if necessary. Provide
logical reasoning for the ………………… …………………
§ Make it easy for the receiver to …………………. .

Outcome 4: Writing plan for response messages

4.1. SUBJECT LINE
§ Summarize the ………………… ………………… from your reply
§ Use ………………… style omitting articles (a, an, the)
4.2. OPENING
§ Start directly by responding to the request with a …………………
………………….
§ Deliver the information that the ………………… wants.
§ When announcing good news, do so ………………….
4.3. BODY
§ Provide ………………… information and details.
§ Use lists, tables, headings, bold or italics to add ………………… and
………………… …………………
§ Try to ………………… your products and your organization to customers.
4.4. CLOSING
§ Add a ………………… …………………, summary or offer of further
assistance
§ Avoid ………………… ………………… (If you have any other questions,
don’t hesitate to call).
§ Be …………………

Outcome 5: Writing plan for a direct claim

5.1. OPENING
§ Describe clearly the ………………… …………………
§ State the ………………… briefly when it is obvious (Please credit my Visa
account)
§ Request and ………………… when the remedy is not obvious (Please
explain your policy)
5.2. BODY
§ Explain your …………………
§ Tell why it is …………………
§ Provide ………………… describing the desired action.
5.3. CLOSING
§ End pleasantly with a ………………… …………………
§ Include and end date and ………………… …………………, if appropriate

Outcome 6: Writing plan for adjustment messages

6.1. SUBJECT LINE
§ Identify the previous ………………… and refer to the main topic.
6.2. OPENING
§ Grant the request or announce the ………………… immediately
 § Avoid sounding grudging or …………………
6.3. BODY
§ Provide details about how you are ………………… with the request.
§ Try to regain the customer’s …………………
§ Explain how diligently your organization works to avoid …………………
…………………
§ …………………, if appropriate, but don’t admit negligence.
§ Don’t use ………………… words (trouble, regret, misunderstanding, fault,
error)
§ Avoid blaming customers – even when they may be …………………
…………………
§ Don’t blame ………………… or departments within your organization.
§ Avoid making ………………… promises you can’t guarantee that the
situation will never recur
6.4. CLOSING
§ Express ………………… that the customer wrote
§ End positively with a forward-looking thought perhaps suggesting future
business relations.
§ Avoid referring to ………………… 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