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ESSENTIALS OF BUSINESS

COMMUNICATION
8th Canadian Edition Mary Ellen Guffey/Dana Loewy/
Richard Almonte
Chapter 5
Routine Writing Situations

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Learning Objectives
 1. Identify routine writing situations.

 2. Explain the relationship between routine writing situations and the direct plan for business
writing.

 3. Write messages that share information.

 4. Write messages that request information and/or action.

 5. Write reply messages to clients, customers, or coworkers.

 6. Write instruction messages.

 7. Write claim/complaint and adjustment messages.

 8. Write recommendation messages.

 9. Write goodwill messages.

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Routine Situation: Sharing Information

 Writing Plan
 Opening (say hello and set context for sharing)
 Body (share your information)

 Closing (sign off with your name and a closing


salutation)

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Routine Situation: Requesting
Information or Action
 Writing Plan
 Opening (ask the most important question first or
express a polite command)
 Body (explain the request logically and courteously;
ask other questions if necessary)
 Closing (request a specific action with an end date, if
appropriate, and show appreciation)

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E-Mail Requesting Information

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Routine Situation: Replying to Shared
Information or Requests
 Writing Plan
 Subject line (identify previous correspondence)
 Opening (deliver the most important information first)

 Body (arrange information logically, explain and


clarify it, provide additional information if appropriate,
and build goodwill)
 Closing (end pleasantly)

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E-Mail Response to Customer

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Routine Situation: Giving Instructions
 Writing Plan
 Subject line (summarize the content of the message)
 Opening (expand the subject line by stating the main
idea)
 Body (divide the instructions into steps; use bullets or
numbers and action verbs using the imperative mood)
 Closing (request a specific action, summarize message,
or present a closing thought)

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Memo Delivering Instructions

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Routine Situation: Making a Complaint or
Claim
 Claims are written when a customer wants to
identify or correct a wrong in business.
 Writing Plan:
 Opening (clearly describe the desired action)
 Body (explain the nature of the claim and how the
claim is justified, and provide details regarding the
action requested)
 Closing (end pleasantly with a goodwill statement and
include an end date if appropriate)

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Claim Letter

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Routine Situation: Replying to Complaints
and Claims
 Writing Plan:
 Subject line (optional; identify the previous
correspondence)
 Opening (grant request or announce the adjustment
immediately; include resale or sales promotion if
appropriate)
 Body (provide details about how you are complying
with the request; try to regain the customer’s confidence
and include resale or sales promotion if appropriate)
 Closing (end positively with a forward-looking thought;
express confidence in future business relations; avoid
referring to unpleasantness)

Copyright © 2016 by Nelson Education Ltd.


Adjustment Letter

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Routine Situation: Recommending
Someone
 Written to nominate people for awards or to
evaluate former employees
 Writing Plan:
 Opening (identify the applicant, the position, and the reason
for writing; establish your relationship with the applicant;
describe the length of employment or relationship)
 Body (describe job duties; provide specific examples of the
applicant’s professional and personal skills and attributes;
compare the applicant with others in his or her field)
 Closing (summarize the significant attributes of the
applicant; offer an overall rating; draw a conclusion
regarding the recommendation)

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Routine Situation: Recommending
Someone
 Identifying the purpose in the opening
 Example: I’m very pleased to nominate Robert Walsh for
the Employee-of-the-Month award. For the past 16
months, Mr. Walsh served as staff accountant in my
division. During that time he distinguished himself by …

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Routine Situation: Expressing Goodwill

 Include thanks, recognition, and sympathy.


 Messages should be:
 Selfless (don’t talk about yourself)
 Specific

 Sincere

 Spontaneous

 Short

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E-Mail Thank-You for a Favour

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Replies to Goodwill Messages
 Take time to respond to any goodwill messages you
receive; it is simply the right thing to do.
 Answer a congratulatory note.
 Respond to a pat on the back.

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To Express Condolences
 Letters of Sympathy are written to offer
condolences and can be difficult to write.
 Refer to the death or misfortune sensitively.
 In the case of a death, praise the deceased in a
personal way.
 Offer assistance without going into excessive detail.
 End on a positive reassuring note.

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To Express Condolences
We are deeply saddened, Gayle, to learn of the
death of your husband. Warren’s kind nature and
friendly spirit endeared him to all who knew him. He
will be missed. Although words seem empty in
expressing our grief, we want you to know that if we
can help you or lighten your load in any way, you
just have to let us know.

Copyright © 2016 by Nelson Education Ltd.


Summary
 Routine situations in the office require a written
message.
 Respond positively to information requests and
customer complaints and claims.
 Take time to write and respond to goodwill
messages.
 Use the direct strategy for these routine messages.

Copyright © 2016 by Nelson Education Ltd.

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