Chapter 6 Business Communication

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Sending Positive Written Messages
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The principal channel for delivering messages outside an organization is business letters
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Direct Requests for Information or Action
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Because business letters are costly, avoid writing them unless absolutely necessary
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Open Your Request Directly
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Readers find the openings and closings of letters most interesting and often readm them first
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Put Details in the Body
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The body of a request letter may contain an explanation or a list of questions
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Close with an action request
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The ending of a request letter should tell the reader what you want done and when
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Direct Claims
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Claim letters register complaints and usually seek correction of a wrong
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Open your claim with a clear statement
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The direct strategy is best simple claims that require no persuasion
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Explain and Justify your claim in the body
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Providing details without getting angry improves the effectiveness of a claim letter
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Close your claim with a specific action request
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Written claims submitted promptly are taken more seriously than deloayed ones
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Direct Replies
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Before responding to requests, gather facts, check figures, and seek approval if necessary
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Letters responding
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to requests may open with a subject like to identify the topic immediately
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Open Directly with information the reader wants
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Announce the good news promptly
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Reveal the good news in the opening
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Readers want to learn the good neds immediately
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Goodwill messages
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Messages that express thanks, recognition, and sympathy should be written promptly
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Goodwill messages are what 5 Ss
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Goodwill messages are most effective when they are selfless, specific, sincere, spontaneous, and short.
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Expressing Thanks
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Send letters of thanks to customers, hosts, and indivdiuals who have performed kind acts
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To Express Thanks for a Gift
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Identify the gift, tell why you appreciate it, and explain how you will use it
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To Send Thanks for a Favor
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Tell what the favor means using sincere, simple statements
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Responding to Goodwill Messages
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Take the time to respond to any goodwill message you may receive
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Conveying Sympathy
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Sympathy notes shold refer to the misfortune sensitively and offer assistance

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