Unit 8 2010 - Unit 8 Positive and Routine Messages Unit 8...

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Unit 8: Positive and Routine Messages
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Copyright, Carolyn E. Kerr, 2009 8-2 Unit Objectives Unit 8: Positive and Routine Messages .................................................................................................... 8-1 Unit Objectives ....................................................................................................................................... 8-3 The Good News About Good News ........................................................................................................ 8-3 The Direct Organizational Plan .............................................................................................................. 8-4 Routine Requests ................................................................................................................................... 8-5 Routine Replies ...................................................................................................................................... 8-8 Routine Claim Letters ........................................................................................................................... 8-11 Routine Claim Adjustments ................................................................................................................. 8-14 Positive and Routine Message Checklist ............................................................................................. 8-17 It’s Your Turn Practice Activities ....................................................................................................... 8-18 Learning Check Assignment Description ........................................................................................... 8-19 Unit 8: Positive and Routine Messages
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Copyright, Carolyn E. Kerr, 2009 8-3 Unit Objectives To understand the direct organizational plan for positive and routine messages To understand how to compose a routine request To understand how to respond to a routine request To understand how to compose a routine claim To understand how to compose a routine claim adjustment The Good News about Good News There are actually two pieces of good news about routine or good news messages. First, they will likely constitute the greatest percentage of your professional communication. Second, they are the easiest to complete effectively. If there is any downside it might be that we take them so much for granted that we tend to rush through them in ways we would never do for higher stakes communication. Getting into a few good habits can help you to handle this type of communication well and save yourself time as you do it. Unit 8: Positive and Routine Messages
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Copyright, Carolyn E. Kerr, 2009 8-4 The Direct Organizational Plan Think back to when you were waiting for your college acceptance letters. How frustrating would it have been to read one that began: “We appr eciate your interest in the University of Pittsburgh. It is a fine institution with a long and proud history of preparing successful, educated, contributing members of society. With our commitment to excellence in mind, we are pleased to inform you that you have been accepted to begin your studies with us this coming fall.” Wouldn’t you have almost given up at the beginning of the letter, assuming you hadn’t been accepted? Chances are you might have. That’s because we have been conditioned to understan d that good news is provided right off the bat. It’s likely, in fact, that the letter you received began something like this: “Congratulations. We are pleased to accept you to the Univers ity of Pittsburgh’s class of 201x.” That is a simple explanation of the direct organizational plan. You start with the most important information, move to details and close the communication. In the case of your acceptance letter, the details might have included the date the term would begin, when you would be receiving other information about the University, when Pitt needed to know your decision and, in all likelihood, when you needed to make a deposit.
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