Chapter 10 p219-225

Chapter 10 p219-225
By:Damaris, Miguel
Providing information
-Putting information in writing avoids
miscommunication, making it more
likely that you will get the results that
you want.
-Most common reason for writing
business messages is to provide
information to customers,
colleagues, or supervisors.
Positive Neutral Messages
-When you're writing messages that contain positive
news or straightforward information that is neutral.
-The following is sound organizational plan for a
positive message (State your reasoning for writing,
Provide information, and Close Courteously).
Negative Messages
-If the direct approach is
used to inform someone
of bad news, the reader
may the impression that
your uncaring.
Conformational Message
-Guard against miscommunication
-There also useful when you want to
verify something you indirectly learned
-Its important when dealing with
customers because miscommunication
can lead to anger and frustration.
Transmittal Messages
-Transmittal message -is a routine
communication accompanying
documents or other materials.
-The level of transmittal message
depends on the reader and the
Chapter 10
pages: 225-229
Brian & Jamond
Transmittal Message
is a routine communication
accompanying documents or
other materials attached to emails or sent by a delivery.
Guidelines for Writing a Transmittal Message
Identify or describe what is being sent.
Make the message brief, unless you
need to provide full details about what
you are sending.
State why the item is being sent if you
think that recipient will be puzzled.
Explain anything about the contents of
the transmitted item you think is
important for the recipient to know.
instructions and Directions
Instructions usually can be carried out in any order. Directions whether
simple or complex, usually must be followed in sequence.
if the sequence of direction is not followed, the reader may not able to
successfully complete the goal.
Writing a Technical Message
is one which the reader is provided
with technical information.
Technical documents inform the
reader and are often instructions or
Making Requests
Requests ask the reader for some type of
action or response.
Routine Requests are expected by the
receiver,examples of routine requests
include request for materials, information,
and services.
Special requests require planning an
approach that will create a positive
Chapter 10
Kevon Cooper & Eimy G.
Making Requests
Request ask the reader for
some type of action or response
Routine Request
Request that is
expected by
the receiver
Special Request
Complex explanations
requires planning an
that creates a positive
Be Reasonable
● Ask appropriate questions
● Don’t make them feel uncomfortable by
asking questions that are not even related
to the topic.
● Make the work easy for the reader not
Treat others, how you would like to be treated
Always be polite
when making a
Use polite words
such as “Please” &
“Thank you”
Pg: 236-242
David Valdez and Monica Salinas
Responding to request page 236
A businesses that sell a product or
service receive routine inquiries and
request from customers and write routine
response in return . policy or practice of
the organization is involved.
Courtesy Response, page 238
The Courtesy Response is written to confirm
that a message was received and action was
A common response is to thank a colleague
for information or for fulfilling your request.
Sometimes you can send a quick response
to let someone know you received a request
and need more time to answer
It provides an opportunity to build trust and
are a gesture of goodwill
Nonroutine Response, 238
Use language that is clear, concise, and specific
Avoid long paragraphs and too many details
Always try to be friendly
Some guidelines for preparing a response to an inquiry, order,
request, question, or comment when you are writing are..
-Open with a positive comment
-If you cannot respond positively, use the indirect approach
-Be complete and specific
-Consider readability
Attract the reader’s attention
Start your message with a strong
introduction and keep the information
and to the point. Your goal is to capture
the reader’s interest so that the
message is read in its entirety, not
discarded or deleted.
Build the reader’s interest
Once you have the reader’s attention,
hold it with a writing style and tone that
will build interest. your message will
hold the reader’s interest if you can give
evidence that your suggestions or ideas
will help the reader to achieve, have, or
do something that he or she wants.
Anticipate questions and objections
Appealing to emotions may be
appropriate for request such as donating
to charity or volunteering for after work
events. this is especially important if you
want the reader to immediately respond
to the message. if you want the reader to
respond, you must ask them to do
Chapter 10 pg.
By:Ayanna Pennie
Writing A sales Messages
1. Nearly every persuasive
sells something
Attract the Reader’s Attention
Do you remember when we had
12 inches of snow and the
stores ran out of shovels?
build the reader’s interest
Unfavorable- long waiting period
Favorable- traditional waiting period
Exaggerated- Never missing a call