tailieunhanh - Lecture Business communication: Developing leaders for a networked world: Chapter 8 - Peter W. Cardon

Chapter 8 - Routine messages. After completing this chapter, students will be able to: Describe how delivering routine messages impacts credibility, describe the process for developing routine business messages, construct routine business requests, compose routine sets of expectations,. | Chapter Eight Routine Messages Cover McGraw-Hill/Irwin Copyright © 2014 by The McGraw-Hill Companies, Inc. All rights reserved. Learning Objectives Describe how delivering routine messages impacts credibility. Describe the process for developing routine business messages. Construct routine business requests. Compose routine sets of expectations. Construct routine sets of directions. Compose routine responses to inquiries. Learning Objectives Construct routine announcements. Compose routine claims. Construct routine appreciation messages. Compose apologies. Construct expressions of sympathy. Developing Routine Messages Developing routine messages quickly does not mean abandoning the writing process of planning, drafting, and reviewing . The Writing Process for Routine Messages Figure The Writing Process for Routine Messages Figure The Writing Process for Routine Messages Figure . | Chapter Eight Routine Messages Cover McGraw-Hill/Irwin Copyright © 2014 by The McGraw-Hill Companies, Inc. All rights reserved. Learning Objectives Describe how delivering routine messages impacts credibility. Describe the process for developing routine business messages. Construct routine business requests. Compose routine sets of expectations. Construct routine sets of directions. Compose routine responses to inquiries. Learning Objectives Construct routine announcements. Compose routine claims. Construct routine appreciation messages. Compose apologies. Construct expressions of sympathy. Developing Routine Messages Developing routine messages quickly does not mean abandoning the writing process of planning, drafting, and reviewing . The Writing Process for Routine Messages Figure The Writing Process for Routine Messages Figure The Writing Process for Routine Messages Figure Making Requests Requests are the essence of people coordinating work efforts, buying and selling products and services, and maintaining work relationships. 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 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. Creating Announcements Announcements updates to policies and procedures, notices of events, and other correspondences that apply to a group of employees and/or customers Creating Announcements To prevent employees and customers from ignoring announcements, the subject line must be specific and must create interest Making Claims Claims requests for other .