Matakuliah
Tahun
: J0612 - Komunikasi Bisnis
: 2010
Pertemuan 8
Writing Routine and Positive
Messages
Choosing the Approach
Audience
Reaction
Eager/Interested/
Pleased/Neutral
Displeased
Uninterested/Unwilling
Message
Opening
Main idea, good
news, or request
Neutral buffer statement
Attention-getting
statement/question
Message
Body
Necessary details
Reasons/justification,
bad news, positive
suggestion
Arousing interest,
building desire
Message
Closing
Cordial comment or
statement about
specific action
Cordial close
Request for action
Bina Nusantara
Three-Step Writing Process
Planning
Analyze Situation
Gather Information
Select Medium
Get Organized
Bina Nusantara
Writing
Adapt to
the Audience
Compose
the Message
Completing
Revise
Produce
Proofread
Distribute
Routine Requests
State Request
Support Request
Close Message
Bina Nusantara
State the Request
Use the Right Tone
Assume Audience
Compliance
Use Specific Language
Bina Nusantara
Support the Request
Explain the Request
Stress Reader Benefits
Ask Questions
Bina Nusantara
Close the Message
Specific Request
Three Important
Elements
Contact Information
Appreciation
and Goodwill
Bina Nusantara
Types of Routine Requests
Action and Information
Recommendations
Claims and Adjustments
Bina Nusantara
Claims and Adjustments
Problem Statement
Details and Explanations
Specific Actions or Solutions
Document all Correspondence
Bina Nusantara
Be Professional
Remain Positive
Expect a Fair Adjustment
Recommendations
 State the request
 Support the request
 Provide a résumé
 Show appreciation
 Provide instructions
Bina Nusantara
Routine Replies
and Positive Messages
The Main Idea
Details and Support
A Courteous Close
Bina Nusantara
Types of Routine Replies and Positive Messages
 Requests for information or action
 Claims and adjustment requests
 Recommendations
 Informative messages
 Good-news announcements
 Goodwill messages
Bina Nusantara
Claims and Requests for Adjustment
Who Is at Fault?
The
Company
Bina Nusantara
The
Customer
A Third
Party
Recommendations
Candidate’s Full Name
Position or Objective
Nature of the Relationship
Why You Are Writing
Relevant Facts or Evidence
Comparison and Evaluation
Bina Nusantara
Informative Messages
Bina Nusantara
Reminder Notices
Policy Statements
Upcoming Events
Shipping and Returns
New Procedures
Sales Discounts
Workplace Changes
Company Developments
Good-News Announcements
Direct Approach
Employment
Offers
Careful
Wording
Bina Nusantara
Legal Advice
News
Releases
Relevant
Information
Public
Relations
Effective News Releases
Pick Newsworthy Events
Focus on One Subject
Stress Important Ideas
Keep Statements Brief
Minimize Verbal Clutter
Focus on Specifics
Exercise Restraint
Follow Industry Practices
Bina Nusantara
Fostering Goodwill
Congratulations
Appreciation
Condolences
Bina Nusantara