Unformatted text preview: ingering doubts.
• Maintain a supportive tone throughout. • Embed negative statements in positive contexts or
balance them with positive alternatives.
• Talk favorably about the choices the customer has made.
C. End with a courteous close.
• Let your readers know that you have their personal
well-being in mind.
• If further action is required, tell readers how to
proceed and encourage them to act promptly. Answering Requests for Information and Action
Every professional answers requests for information and action from time to time, and
some business functions answer such requests many times a day. If the response to a request is a simple yes or some other straightforward information, the direct plan is appropriate. A prompt, gracious, and thorough response will positively influence how people
think about you and the organization you represent. Depending on the resources your
company offers, you might use letters, memos, e-mail, or instant messaging to answer
these requests (see Figure 8.5).
Many requests can be similar...
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- Fall '12