Bài giảng Business Communication - Chapter Eight: Routine Messages

Chapter EightRoutine MessagesCoverMcGraw-Hill/IrwinCopyright © 2014 by The McGraw-Hill Companies, Inc. All rights reserved.Learning ObjectivesLO8.1 Describe how delivering routine messages impacts credibility.LO8.2 Describe the process for developing routine business messages.LO8.3 Construct routine business requests.LO8.4 Compose routine sets of expectations.LO8.5 Construct routine sets of directions.LO8.6 Compose routine responses to inquiries.Learning ObjectivesLO8.7 Construct routine announcements.LO8.8 Compose routine claims.LO8.9 Construct routine appreciation messages.LO8.10 Compose apologies.LO8.11 Construct expressions of sympathy.Developing Routine MessagesDeveloping routine messages quickly does not mean abandoning the writing process of planning, drafting, and reviewing .The Writing Process forRoutine MessagesFigure 8.1The Writing Process forRoutine MessagesFigure 8.1The Writing Process forRoutine MessagesFigure 8.1Making RequestsRequests are the essence of people coordinating work efforts, buying and selling products and services, and maintaining work relationships.Setting ExpectationsSetting expectations is directly tied to your credibility and ability to foster interpersonal trust in the workplaceFailure to do it can lead to lasting professional disappointments and breakdowns in working relationshipsProviding DirectionsDirections typically include specific—often step-by-step—guidelines for accomplishing particular tasksIn messages with procedures and directions, make the steps stand out clearly by enumerating each one.Creating AnnouncementsAnnouncementsupdates to policies and procedures, notices of events, and other correspondences that apply to a group of employees and/or customersCreating AnnouncementsTo prevent employees and customers from ignoring announcements, the subject line must be specific and must create interestMaking ClaimsClaims requests for other companies to compensate for or correct the wrongs or mistakes they have madeShowing AppreciationA sincere expression of thanks also helps achieve business goals and strengthens work relationships.Making ApologiesAn apology includes the following elements: acknowledgment of a mistake or an offensean expression of regret for the harm caused acceptance of responsibilitya commitment that the offense will not be repeated Effective apologies should be timely and sincere.