Writing Routine, Positive

and Negative Messages,

persuasive messages
Lecture 5
 Routine
Requests
Example
You want to request your teacher information regarding the Speaking
contest

How should you write it?

PLAN - WRITE - COMPLETE

3 step writing process
PLAN - WRITE - COMPLETE
Some notes about planning

● Analyze the situation: Purpose: to ask for information; Audience

profile: what’s your teacher’s expectations and preferences/
reactions?
● Gather information: What do I know about the Public speaking
contest? From subject outline? From teacher’s instructions in the
previous lecture/tutorial? Can ask your friends again to confirm
● Choose medium and channel: formal email (use student email)
● Organize information: choose DIRECT APPROACH
 WRITING STRATEGY Direct approach

● The opening: State the request or main idea first

I’m writing to ask more information about Public Speaking Contest

● The body: Give necessary details (explain and justify your requests)

I’m highly interested in the Public Speaking Contest. I believe this is a good
chance for us to practice our skills and develop our confidence.

● The close: Close with a cordial request for specific action

Therefore, could you please let me know the deadline for registration? I look
forward to hearing from you soon so I can prepare effectively for it
 Dear Ms.Hang Pham,
Sample 1 My name is [..], student ID:
Request I’m writing to ask more information about the Public
Speaking Contest. I’m highly interested in the Public
for Speaking Contest. I believe this is a good chance for us
to practice our skills and develop our confidence.
Update Therefore, could you please let me know the deadline
for registration? I look forward to hearing from you soon
so I can prepare effectively for it.

Thank you for your support.

Best regards,

[...]
 Hi Jane,
Can you please update me on the status of the project
Sample 2 timelines?

Request Last week you mentioned that you were waiting for Sam to
send you the development timeline and that you were
for working on communication and planning documents
(including timelines) for the project.
Update I am planning for the project in Asia Pacific and need these
dates to initiate discussion with the countries. The pilot will
be a topic of discussion on our weekly status calls next week.
Your assistance in getting this information as soon as
possible is appreciated.

Thanks,
Robert
Checklist for writing routine requests
1. State your request upfront
● Write in a polite, undemanding, personal tone
● Your audience will probably respond favourably to your request
● Be specific and precise in your request
2. Explain and justify your request
● Justify the request or explain its importance
● Explain any potential benefits of responding
● Ask the most important questions first
● Break complex requests into individual questions
3. Request specific action in a courteous close
● a specific request that includes any relevant deadlines
● information about how you can be reached
● an expression of appreciation or goodwill
COMMON TYPES OF ROUTINE REQUESTS
● Asking for information and action
●● What you want to know or what you want your readers to
do
●● Why you’re making the request
●● Why it may be in your readers’ interests to help you

● Asking for recommendations

●● Why the recommendation is required
●● Trigger the reader’s memory if necessary
●● Close with an expression

● Making claims and requesting adjustments

●● Explain the problem and give details
●● Provide backup information
●●Request specific action
Routine &
Positive
messageS
Chapter 10
GOals of ROUTINE & PosiTIVE Messages

● Communicate the information or the

good news
● Answer all questions
● Provide all required details
● Leave reader with a good impression
of you and your firm
Example
You want to congratulate your friend on his/her
new position in the Public Speaking Contest

How you write it?

PLAN - WRITE - COMPLETE

Plan - WRITE - COmplete
Some notes about planning

● Analyze the situation: Purpose: congratulate ; Audience profile:

Expect/Reaction
● Gather information: What do I know about the candidate?
Application? Previous knowledge?
● Choose medium and channel: formal email
● Organize information: choose DIRECT APPROACH
WRITING STRATEGY
1. Start with the main idea
● Clear and concise
● Ask yourself “What is the single most important message I have for the
audience?”

Congratulation! You are an official member of the Public Speaking Contest

Organising Team!

2. Provide necessary details and explanation

● Explain your point completely to eliminate any confusion or doubts
● Maintain a supportive tone throughout

You have done a great job in the Public Speaking Contest application. Therefore I am
pleased to announce that you now are an official member of the Public Speaking
Organising Team 2021. I really hope by being a member of the organising team you will have
a wonderful experience when studying Business Communication.
 Try to embed any negative information in a positive context

3. End with a courteous close

● Short, simple => a simple thank you is all you need
● If further action required => identify who will do what and when that
action will take place

Thank you for your interest. It would be such a pleasure to work with you.
Once you received this email ,please confirm your availability no later than
13:00 8/3/2021
 Dear my beloved student,
Congratulation! You are an official member of the Public
Speaking Contest Organising Team!
Sample 3 You have done a great job in the Public Speaking Contest
application. Therefore I am pleased to announce that you now
Positive are an official member of the Public Speaking Organising Team
2021. I really hope by being a member of the organising team you
Messages will have a wonderful experience when studying Business
Communication.
Thank you for your interest. It would be such a pleasure to work
with you.
Once you received this email ,please confirm your availability no
later than 13:00 8/3/2021
Best regards,
Checklist for writing routine & Positive Messages
1. Start with the main idea
● Be clear and concise
● Identify the single most important message before you start
writing
2. Provide necessary details and explanation
● Explain your point completely to eliminate any confusion or
doubts
● Maintain a supportive tone throughout
● Embed negative statements in positive contexts or balance
them with positive alternatives
● Talk favorably about the choices the customer has made
3. End with a courteous close
● Let your readers know you have their personal well-being in
mind
● If further action is required, tell readers how to proceed and
encourage them to act promptly
Common Examples of Routine and Positive Messages
● Answering requests for information and action
● Granting claims and requests for adjustment
● Providing recommendations and references
● Sharing routine information
●●State the purpose at the beginning
●●Provide the necessary details
●●End with a courteous close
● Announcing good news
● Fostering goodwill
○ Sending congratulations
○ Sending messages of appreciation
 Dear Hiring Manager,

My name is Thanh Hang. I am writing to apply for the part-time

English teacher position advertised on Facebook. I’m pleased to
Sample 4 be able to submit my application for this position. I am currently
an English teacher at Hanoi - Amsterdam High school and I
Routine believe my experience is a strong match for the responsibilities
pertaining to this role with the following details:
Messages [....]
Please kindly refer to my CV in the attached file for more
information. If I can provide you with any further information on
my background and qualifications, please let me know.

Thank you for your consideration. I look forward to hearing from

you soon.

Best regards,
 Negative
MessagEs
Goal of NEgative messages
• Convey the Bad News
• Gain Acceptance of the Bad News
• Maintain Audience’s Goodwill
• Maintain Good Image for Organization
• Reduce the Need for Future Correspondence
Example
Write a letter to unsuccessful candidate

How you write it?

PLAN - WRITE - COMPLETE

Plan - WRITE - COMPLETE

Some notes about planning

● Analyze the situation: Purpose: rejecting an applicant ;

Audience profile: Expect/Reaction
● Gather information: how they can understand and accept your
message? Explanation?
● Choose medium and channel: in person? formal email?
● Organize information: choose INDIRECT APPROACH
WRiting Strategy
1. Opening with a buffer
●●Open With a Neutral Statement
●●Establish Common Ground
●●Express Appreciation
●●Be Relevant and Sincere

Thank you for applying for the Public Speaking Contest as a member of
Organising Team. We appreciate your time and interest for the contest.

2. Providing reasons and additional information

●● Explain in detail
●● Adjust the amount of detail to fit the situation
●● Unapologetic if no one is at fault

This year, we receive a lot of participation from students in Business

Communication subject, and as you know the slots in the organisation team is
limited.
3. Continuing with a clear statement of the bad news
●● State the bad news as positively as possible
●● Deemphasize the bad news visually and grammatically

Therefore, I regret to inform that you are not selected for the organisation position.

●● If your response might change in the future, explain

When you have more experience, you are welcome to reapply

4. Closing on a respectful note

●● Builds goodwill
●● Offer a suggestion for action
●● Provide a look toward the future (if applicable)

Nevertheless, we are open for the position of candidate for the event. Being a candidate
also gives you a bonus point for the subject. If you are interested in this contest as a
candidate please contact me no later that 10 March 2021.

Thank you again for your interest. We are looking forward to hearing from you soon.
 Dear my beloved student,

Thank you for applying for the Public Speaking Contest as a member of
Organising Team. We appreciate your time and interest for the contest.

Public Speaking Contest is a place for students to practice public speaking

Sample 5 skills.Most importantly, PSC gives students a chance to know more about
their inner self whether you are candidate or organising team.
Negative Understanding the meaning of the contest, this year, we receive a lot of
application. Many candidates have a strong background and experience in
Messages this area. However, as you know the slots in the organisation team is limited,
therefore, I regret to inform that you are not selected for the organisation
position.
Nevertheless, we are open for the position of candidate for the event. Being
a candidate also gives you a bonus point for the subject. If you are
interested in this contest as a candidate please contact me no later that 10
March 2021.

Thank you again for your interest. We are looking forward to hearing from
you soon.
Common Examples of Routine and Positive Messages
● Making negative announcements
● Rejecting suggestions and proposals
● Refusing claims and requests
● Rejecting job application
● Giving negative performance reviews
● Terminating employment