Strategies for

Routine Replies and

Positive Messages

The D irect Approach

Main idea

Relevant
details

Cordial close

Routine Replies and

Positive M essages
Impart
information

Answer questions

Provide details

Promote goodwill

Common Examples of
Routine Replies and
Requests for information
Positive
Messages
and action

Granting claims and requests for adjustments

Informative messages

Announcing good news

Messages that promote goodwill

Procedures

Recommendations and references

Action and Inform ation

Be gracious

Be

pt
m
o
pr

Be

th
or
ou
gh

Claim s and Adjustm ents

The customer

e
h
T

p
m
o
c

y
n
a

WHO IS AT
FAULT?

th
i

rd

pa
rt
y

G oodw illM essages

e
r
e
nc

ec
if
Sp

ons
Appreciation
Condolences

t
es

Congratulati

i ne

n
Ho

Si

Res
tra

Use short
paragraphs
List steps
Use
command
verbs

Completing:

Identify the
purpose of
the action
Analyze
reader
knowledge

Writing:

Planning:

Procedures and
Instructions

Remove
unnecessary
details
Use headings
and
subheadings

Real-W orld Applications

When organizing request

messages, why is it important to
know whether any cultural
differences exist between you and
your audience?
Lets discuss!

Real-W orld Applications

Your companys error cost an

important business customer a new
client; you know it and your
customer knows it. Do you
apologize, or do you refer to the
incident in a positive light without
admitting any responsibility?
Lets discuss!

Real-W orld Applications

Every time you send a direct-request memo to

Ted Jackson, he delays or refuses to comply.
Should you send Jackson an email to ask whats
wrong? Complain to your supervisor about
Jacksons uncooperative attitude? Arrange a
face-to-face meeting with Jackson? Bring up the
problem at the next staff meeting?
Lets discuss!