Routine
Business
Messages
Chapter 9
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
Chapter Overview
How routine messages affect credibility
Competence, caring, character
Components of routine messages
Task-oriented routine messages
requests, expectations, directions, responses to
inquiries, apologies, and expressions of sympathy
© 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any
manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
9-2
Learning Objectives
LO9.1 Describe how delivering routine messages
impacts credibility.
LO9.2 Describe the process for developing routine
business messages.
LO9.3 Construct task-oriented routine messages,
including requests, expectations, directions,
responses to inquiries, announcements, and
claims.
LO9.4 Construct relationship-oriented routine
messages, including appreciation apologies, and
expressions of sympathy.
© 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This
document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
9-3
Developing Routine Messages
In any given business day you need to produce
credible messages quickly.
Excellent business communicators can
develop routine written messages in a matter
of minutes.
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
9-4
Developing Routine Messages
Routine messages
require
proportionately less
time for planning and
reviewing.
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
9-5
The Writing Process for
Routine Messages
Figure 9.1
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
9-6
The Writing Process for
Routine Messages
Figure 9.1
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
9-7
The Writing Process for
Routine Messages
Figure 9.1
© 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any
manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
9-8
Making Requests
Requests are the
essence of people
coordinating work
efforts, buying and
selling products and
services, and
maintaining work
relationships.
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
8-9
Less-Effective Routine Request
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
9-10
More-Effective Routine Request
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
9-11
Setting Expectations
Setting expectations is directly tied to your
credibility and ability to foster interpersonal
trust in the workplace
Failure to do it can lead to lasting professional
disappointments and breakdowns in working
relationships
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
9-12
Setting Expectations
Describing responsibilities
Providing deadlines
Discussing coordination
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
9-13
Less-Effective Example of
Setting Expectations
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
9-14
More-Effective Example of
Setting Expectations
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
9-15
Providing Directions
Directions typically include specific—often
step-by-step— guidelines for accomplishing
particular tasks
In messages with procedures and directions,
make the steps stand out clearly by
enumerating each one.
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
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Components of Directions
State goal.
Give stepby-step
directions.
State
goodwill
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
9-17
Less-Effective Directions
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
9-18
More-Effective Directions
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
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Responding to Inquiries
One of the most important strategies for
responding to inquiries is to set off each
question so your readers can quickly identify
responses to particular questions
You generally can do this using bullets or
numbered lists and/or special formatting
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
9-20
Creating Announcements
Announcements
updates to policies
and procedures,
notices of events, and
other
correspondences that
apply to a group of
employees and/or
customers
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
9-21
Creating Announcements
To prevent employees and customers from
ignoring announcements, the subject line
must be specific and must create interest
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
9-22
Less-Effective Announcement
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
9-23
More-Effective Announcement
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
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Making Claims
Claims
requests for other
companies to
compensate for or
correct the wrongs or
mistakes they have
made
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
9-25
Making Claims
As you write claims, keep in mind that your
goal is to have your claim honored
Focus on facts first and emotions second
Lay out a logical, reasonable, and professional
explanation for your claim
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
9-26
Less-Effective Claim
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
9-27
More-Effective Claim
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
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Showing Appreciation
A sincere expression
of thanks also helps
achieve business goals
and strengthens work
relationships.
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
9-29
Less-Effective
Appreciation Message
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
9-30
More-Effective
Appreciation Message
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
9-31
Making Apologies
An apology includes the following elements:
acknowledgment of a mistake or an offense
an expression of regret for the harm caused
acceptance of responsibility
a commitment that the offense will not be
repeated
Effective apologies should be timely and
sincere.
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
9-32
An Apology
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
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Expressing Sympathy
The foremost requirement of any expression
of sympathy is that it be sincere
Your genuine concern will compensate for any
deficiencies in the words you use
Handwrite your expression of sympathy on a
nice card
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manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
9-34
Chapter Takeaways
How routine messages affect credibility
Competence, caring, character
Components of routine messages
Task-oriented routine messages
requests, expectations, directions, responses to
inquiries, apologies, and expressions of sympathy
© 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any
manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
9-35