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Презентация на тему Routine Messages
Содержание
- 2. Routine messagesCompose a routine request.请求信Compose a routine
- 3. Planning the Routine Message 1. Routine messages
- 4. Advantages of a direct approach The first
- 5. Routine requestsMain request and justification (e.g., about banquet facilities)Explanation and detailsFriendly closing
- 6. Major Idea First 1. Present your request
- 7. Explanation and Details 1. Provide enough explanation
- 8. Friendly Closing Close on a positive, friendly
- 9. Routine requestDear Mr. Peterson:Subject: Request for Information
- 10. Routine request (cont’d)Is your facility available from
- 11. QuizWhat is the content of the opening
- 12. QuizWhat is the content of the opening
- 13. QuizWhich of the following is true about
- 14. QuizWhich of the following is true about
- 16. In-class writing As an international student in
- 17. Routine replies1. Put the “good news”-the fact
- 18. Routine replyDear Mr. Olson:Subject: Hosting Your Awards
- 19. Routine reply (cont’d)For the health-conscious guest, we
- 21. In-class writingAs the business manager for Maison
- 22. Q: Are the cattle from which your
- 23. Routine claim letters1. Write a claim letter
- 24. Routine claim letterDear Ms. Pearson:Subject: Request for
- 25. Routine claim letter (cont’d)Our contract with you
- 26. Routine claim letterWhich opening paragraph is more
- 32. In-class writing You attend an
- 33. Routine adjustment lettersOverall Tone A claim represents
- 34. Good News First Give the good news
- 35. Explanation 1. Explain why the problem happened
- 36. Positive, Forward-Looking Closing 1. Make the closing
- 37. Routine adjustment letterDear Mr. Olson:Subject: Your Refund
- 38. Routine adjustment letter (cont’d)Although we were happy
- 39. Routine adjustmentYou brought a guest to your
- 40. Effective customer service
- 41. Assume the role of fulfillment representative at
- 43. Goodwill messagesBe prompt.Be direct.Be sincere.Be specific.Be brief.
- 44. Congratulatory Messages 1. Congratulatory messages should be
- 45. Congratulations message via e-mail
- 46. Thank-You Notes 1. A note of thanks
- 47. Six-point formula to the proper thank-you letterGreet
- 48. Six-point formula (cont’d)4. Mention the past, allude to
- 49. The importance of goodwill
- 50. He/she/they never said thank you! Think of
- 51. In-class Writing You have just arrived in
- 52. Скачать презентацию
- 53. Похожие презентации
Routine messagesCompose a routine request.请求信Compose a routine reply.回复Compose a routine claim letter.索赔信Compose a routine adjustment letter. 理赔信Compose a goodwill message.友好信
Слайд 2
Routine messages
Compose a routine request.请求信
Compose a routine reply.回复
Compose
a routine claim letter.索赔信
a goodwill message.友好信
Слайд 3
Planning the Routine Message
1. Routine messages are
necessary for day-to-day business operations.
2. When analysis indicates
that the reader is interested in the content of the message, use a direct organizational plan: state the main idea first, followed by any needed explanation, and then a friendly closing. 3. The indirect organizational plan, often used for persuasive and bad-news messages, presents reasons or explanations before the main idea.
4. Determine whether a written message is needed. If so, you may transmit your message as an interoffice memorandum, a letter, or an e-mail message.
Слайд 4
Advantages of a direct approach
The first sentence
attracts attention because it is in the emphatic position.
When the first sentence is direct, then details follow easily.
Good news puts receivers in a pleasant frame of mind, and thus receptive to the details that follow.
The arrangement may save time. Once receivers get the important idea, they can move rapidly through the supporting details.
Слайд 5
Routine requests
Main request and justification (e.g., about banquet
facilities)
Explanation and details
Friendly closing
Слайд 6
Major Idea First
1. Present your request clearly
and directly in the first sentence or two. Phrase
it in the form of a direct question, a statement, or a polite request.2. Clearly define the type of response you want, and phrase your request to get that response.
3. Remember that you are imposing on the goodwill of the reader. Ask as few questions as possible.
4. Arrange your questions in logical order, word each question clearly and objectively, and limit the content to one topic per question.
Слайд 7
Explanation and Details
1. Provide enough explanation and
details about your request so that the reader can
understand and respond.2. Remember reader benefits: the reader is more likely to cooperate if you describe how he or she is going to benefit from agreeing to your request.
Слайд 8
Friendly Closing
Close on a positive, friendly note.
Show appreciation for the reader’s cooperation without seeming to
take it for granted. If appropriate, state and justify any deadlines or offer to reciprocate in some way.
Слайд 9
Routine request
Dear Mr. Peterson:
Subject: Request for Information About
Banquet Facilities
Would you please provide information regarding your banquet
facilities.We are considering holding our annual awards luncheon for 265 of our personnel at your hotel on March 25. Our decision will be based on answers to the following questions:
Слайд 10
Routine request (cont’d)
Is your facility available from 9
a.m. until 3 p.m. on that date? We will
need the additional time for setup and takedown.Do you offer free use of audiovisual equipment? We would need a color projector and screen. We would supply the portable computer.
Do you have a variety of hot lunches that can be served tableside for between $15 and $18, including tax and gratuities?
Thank you for providing this information in time for us to make our site selection by January 15.
Sincerely,
Слайд 11
Quiz
What is the content of the opening of
a routine request?
A general statement of goodwill
A statement
that introduces to writer to the readerAn observation about the reader
A clear statement of the request
Слайд 12
Quiz
What is the content of the opening of
a routine request?
A general statement of goodwill
A statement
that introduces to writer to the readerAn observation about the reader
A clear statement of the request (correct)
Слайд 13
Quiz
Which of the following is true about asking
a series of questions in a routine request message?
Ask
the most important question first.Ask only relevant questions.
Deal with only one topic per question.
All of the above are true of routine requests that include a series of questions.
Слайд 14
Quiz
Which of the following is true about asking
a series of questions in a routine request message?
Ask
the most important question first.Ask only relevant questions.
Deal with only one topic per question.
All of the above are true of routine requests that include a series of questions. (correct)
Слайд 16
In-class writing
As an international student in China, you
find that there are few sports facilities in your
college. In order to maintain good health, you intend to take part in a sports club near the college. Write a letter to the club manager, asking for information about the club. Your letter should include:1. Necessary information about yourself
2. How you come to know about the sports club
3. Reason for taking part in the club
4. Way of obtaining membership and others, such as the cost, hour, activities, facilities, and so on.
Слайд 17
Routine replies
1. Put the “good news”-the fact that
you are responding favorably-first, where it receives the most
attention.2. Answer promptly and courteously. If you appear to be acting grudgingly, you will lose goodwill.
3. Grant the request early in the message.
4. Be sure to answer all the questions asked or implied, and include additional information or suggestions that can help the reader.
5. Form letters often are used when a writer has to answer the same questions frequently. With word processing, such messages can be individualized easily. 6. If appropriate, promote sales or build goodwill.
7. End on a positive, friendly note.
Слайд 18
Routine reply
Dear Mr. Olson:
Subject: Hosting Your Awards Luncheon
We
would enjoy hosting your awards luncheon on March 25.
Our L’Enfant Room, which has a lovely view of the Cleveland skyline, is available until 4 p.m. that day.To offer round-the-clock service, we have contracted with an outside firm to provide all audiovisual services for a reasonable fee. You may make arrangements directly with GuestServ by calling the company at 555-1086.
Слайд 19
Routine reply (cont’d)
For the health-conscious guest, we offer
soup-and-salad lunches for between $12 and $18. We also
offer a hot buffet line with your choice of two main dishes for between $16 and $20. Hot meals served tableside begin at $21.75 for our popular braised chicken breast.No matter what your choice, you will find that our facilities, food, and service live up to the “Cleveland’s finest” label recently awarded to us by Cleveland Monthly magazine. Please call me at 555-3288 to let me know how we might serve your organization.
Sincerely,
Слайд 21
In-class writing
As the business manager for Maison Richard,
a 200-seat restaurant in Seattle, you received an inquiry
from Chris Shearing. She had several questions about the meat and fish served in your restaurant. Here are here questions and your answer.MS. Shearing is a well-known animal-fights activist, and you want to present your case as positively as possible to avoid the loss of her goodwill and any negative publicity that might result. Respond to her letter, supplying wahtever other appropriate information you feel is reasonalbe.
Слайд 22
Q: Are the cattle from which your beef
comes allowed to roam freely on an open range
instead of being fattened in cramped feedlots?A:No, allowing free-roaming would increase the muscle tissue in the beef, making it less tender.
Q: Are the cattle fed antibiotics and hormones?
A: Yes, to ensure a healthy animal and to promote faster growth.
Q: Do your trout come from lakes and streams?
A: No, they’re farm-grown, which is more economical and results in less disease.
Слайд 23
Routine claim letters
1. Write a claim letter as
soon as you have identified a problem.
2. Address
the letter to the company’s order department or customer relations department. 3. Remember that the person you are writing to was not personally responsible for the problem. Be courteous and avoid emotional language.
4. Begin by identifying the problem, and then go on to explain it. Provide as much background information as necessary (dates, model numbers, copies of canceled checks or correspondence).
5. Describe the action you expect the reader to take.
6. End the letter on a confident note.
Слайд 24
Routine claim letter
Dear Ms. Pearson:
Subject: Request for Valet-Parking
Refund
Would you please issue Franklin Associates a refund check
for $426 to fix an incorrect charge for valet parking at a luncheon we held at the Berkshire on March 25.We paid your Invoice 3042 for $8,012 with our Check No. 941386. Upon reviewing your invoice, however, I noted a $426 charge for valet parking for 213 vehicles at $2 each.
Слайд 25
Routine claim letter (cont’d)
Our contract with you states
that “complimentary valet parking will be provided for all
catered events with a total food and beverage charge of at least $7,500.”I have enclosed copies of your invoice, our check, and the contract. Thanks for taking care of this matter and for a truly memorable meal. Everyone is still talking about your delicious mile-high pie.
Sincerely,
Слайд 26
Routine claim letter
Which opening paragraph is more appropriate
for a routine claim letter?
I am extremely upset with
the failure of your company to honor the service agreement I purchased for our refrigerator.The service agreement I purchased on my refrigerator indicates that a new filter will be provided every year. Yesterday I received a bill for the first filter.
Слайд 32
In-class writing
You attend an evening course
in a school. but you find that the course
is described on the course is different from what is described on the brochure. Write a letter to the school. In your letter.1. explain the detail (s) of evening course
2. explain the differences
3. suggest what action school should take
Write at least 100wds.
Слайд 33
Routine adjustment letters
Overall Tone
A claim represents a
possible loss of goodwill and confidence in the company
or its products, so the overall tone of an adjustment letter is crucial.a. Be gracious.
b. Show confidence in the reader’s honesty and in the essential worth of the company and its products.
c. Use neutral or positive language (“the situation”, not “our complaint”.
d. Answer promptly.
Слайд 34
Good News First
Give the good news first:
let the reader know right away that you are
granting the claim.a. An apology usually is not necessary for small, routine claims.
b. If the company has caused the customer to be severely inconvenienced, apologize in a businesslike manner. Do not repeat the apology later.
Слайд 35
Explanation
1. Explain why the problem happened and
what steps you are taking to be sure it
does not happen again. Be concise; do not belabor the problem.2. Resale-information that reestablishes the customer’s confidence in the company and its products-is important. But do not make promises you cannot keep.
3. If the customer is at fault, explain, tactfully and impersonally, how the problem can be avoided in the future.
Слайд 36
Positive, Forward-Looking Closing
1. Make the closing friendly
and positive.
2. Do not refer to the problem
here. 3. Do not apologize again.
4. Do not mention possible future problems.
5. Do not imply that the customer is still upset.
6. Include sales promotion only if you are sure that the adjustment has restored the customer’s confidence in the product or service.
7. Use strategies that imply a continuing relationship with the customer.
Слайд 37
Routine adjustment letter
Dear Mr. Olson:
Subject: Your Refund Check
for $451.56
Thanks for giving us the opportunity to correct
our bill. The enclosed check for $451.56 represents a refund of the valet parking bill of $426 plus $25.56 tax.As you will remember, the day before your luncheon, you gave us a head count of 268 guests, which resulted in a bill of $7,420—below the $7,500 minimum for free parking.
Слайд 38
Routine adjustment letter (cont’d)
Although we were happy to
accommodate the eight extra guests who showed up without
reservations, we inadvertently failed to note that they brought your total bill above the minimum required for free parking.I appreciate your calling this matter to our attention, Mr. Olson, and look forward to serving you and your colleagues another slice of our famous mile-high pie in the near future.
Sincerely,
Слайд 39
Routine adjustment
You brought a guest to your favorite
restaurant for dinner. Service was unbelievably slow and the
cook obviously had not shown up for work. You wrote the owner with all the details of your experience. What was your reaction when you read his response?I am sorry to hear of the problems you experienced recently in our restaurant. It is unusual that something of this nature happens.
Слайд 41 Assume the role of fulfillment representative at Paperbacks
by Post, a book club that automatically mails members
a selected paperback every month unless they send back a postcard declining the shipment. Although the system works well most of the time, occasionally a member receives a book even after returning the refusal postcard. In such cases, your company asks the member to take the parcel to the post office, which will return it at company expense. You also cancel the invoice and send the member a discount coupon toward future selections.Write a letter that you can send to members who complain about receiving an unwanted shipment. Advise them to act promptly , posting returns no later than two weeks after receipt.
In-class writing
Слайд 44
Congratulatory Messages
1. Congratulatory messages should be sent
for major business achievements and personal achievements.
2. Such
notes should be written both to employees within the company and to customers and others outside the firm.
Слайд 46
Thank-You Notes
1. A note of thanks or
appreciation is often valued more than a monetary reward.
A handwritten note is more personal, but you can send a copy of the note to a person’s supervisor.2. The note should be sent whenever someone does you a favor; everyone likes to be recognized.
Слайд 47
Six-point formula
to the proper thank-you letter
Greet the giver.
This
is the easy part, but many forget it.
Express
your gratitude.This first paragraph is actually the most complicated.
Discuss use.
Say something nice about the item and how you will use it.
Слайд 48
Six-point formula (cont’d)
4. Mention the past, allude to the
future.
Why did they give you the gift? What does
it mean to your relationship with the giver? 5. Be gracious.
It is not overkill to say thanks again.
6. Send warm regards.
Simply wrap it up.
Source: Adapted from: http://www.themorningnews.org/archives/how_to/how_to_write_a_thankyou_note.php, accessed 10/1/07.
Слайд 50
He/she/they never said thank you!
Think of a
situation for which you would like to receive a
thank you letter.Identify the thoughts that you would like to read in such a letter.
Now, write the letter to yourself.
Слайд 51
In-class Writing
You have just arrived in the city
