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

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Unformatted text preview: Unit 8: Positive and Routine Messages 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 Unit 8: Positive and Routine Messages 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 Unit 7: Presentation Techniques Unit 8: Positive and Routine Messages Unit 8: Positive and Routine Messages 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...
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This note was uploaded on 08/14/2009 for the course BUSORG 1101 taught by Professor Neff during the Fall '08 term at Pittsburgh.

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

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