University of Foreign Languages and International

Studies
DIVISION OF ENGLISH FOR SPECIAL Chapter 6
PURPOSES Positive Messages
Student’s name: ……………………………………………………
Tran Khanh Linh

Date of birth: ……………………………………………………….

10/08/2002
Fill the gap with a suitable word or phrase. Use textbook as a reference.

Outcome 1: Channels used for Positive messages

Emails
§ …………………
§ …………………
Memos
§ …………………
instant messaging
§ Letters
texting
§ …………………
§ Blogs

Outcome 2: Reasons why business letters are important

§ Are still the preferred channel for …………………
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 ………………… and formal
sensitive
§ Accompany …………………
contracts
§ 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
Avoid
§ ………………… long explanations preceding the main idea.
3.2. BODY
§ Explain the request ………………… logically and courteously.
§ ………………… …………………in numbered or bulleted form.
itemize the appropriate inf
§ Use open-ended questions (What steps are necessary..) instead of
…………………
close-ended questions (Will she complete her contractual
obligation…)
§ Suggest reader …………………,
action if possible
3.3. CLOSING
 § State specifically, and courteously, what …………………
action needs to be taken.
§ Mention an ………………… …………………, if necessary. Provide
end date and reason
logical reasoning for the ………………… …………………
the action requested.
§ Make it easy for the receiver to …………………. .
comply

Outcome 4: Writing plan for response messages

4.1. SUBJECT LINE
§ Summarize the ………………… main information………………… from your reply
concise
§ Use ………………… style omitting articles (a, an, the)
4.2. OPENING
§ Start directly by responding to the request with a …………………
summary
statement
………………….
§ Deliver the information that the ………………… customer 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 …………………
clarity and
…………………emphasis …………………
§ Try to ………………… your products and your organization to customers.
promote
4.4. CLOSING
§ Add a …………………
concluding remark
…………………, summary or offer of further
assistance
§ Avoid ………………… ………………… (If you have any other questions,
singning off with cliches
don’t hesitate to call).
§ Be …………………
courteous

Outcome 5: Writing plan for a direct claim

5.1. OPENING
§ Describe clearly the …………………
desired action …………………
§ State the ………………… briefly when it is obvious (Please credit my Visa
remedy
account)
ask for a change in policy
§ Request and ………………… 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 ………………… halfhearted responses/ defensive
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 ………………… similar issues in the future
…………………
§ …………………,
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 ………………… partially at fault
…………………
§ Don’t blame …………………
individuals or departments within your organization.
§ Avoid making …………………absolute promises you can’t guarantee that the
situation will never recur
6.4. CLOSING
§ Express …………………
gratitude 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