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The Three-Step Writing Process
Making Routine Requests
Sending Replies and Positive Messages
Informative Messages
Test Your Knowledge
100
1. Plan Your Message 2. Write Your Message 3. Complete Your Message
What is The three step writing process?
100
means formal complaint means settlement of a claim
What is the definition of claim and adjustment?
100
the postive feeling that encourages people to mainitain a business relationship.
What is goodwill?
100
link!!
What is a recommendation letter?
100
Avoid exaggerating and support compliments with specific evidence.
What is avoid sounding insincere when writing a goodwill message?
200
Analyze the situation, make sure the purpose is clear, gather info audience needs to know, select the most appropriate medium, and organize the info effectively.
What is Step 1 of the writing process: plan your message?
200
1. explain problems and give details 2. provide backup info 3. request specific action
What is a claim letter?
200
maintains upbeat, courteous, reader oriented tone, additional services if appropriate, indicates what you have done and what you will do and reminds readers of the benefits of doing business with you or your firm.
What is a positive message for an email?
200
highlights weddings, births, graduations, and success in non business competition.
What is a congratulations letter?
200
1. Pay attention to tone. 2. Assume that your audience will comply. 3. Be Specific.
What is the three guidlines for asking a series of questions in a routine request?
300
adapt to your audience, maintain the "you" attitude, use bias free language, use plain english and active voice.
What is step 2 in the writing process: write your message?
300
1. a specific request that includes relevant deadlines 2. info about how you can be reached 3. an expression of appreciation or goodwill
What is 3 important elements in requesting specific action in a courteous close?
300
The best teacher in the world!
What is Mrs. P?
300
link!!
What is an informative message?
300
________ approach is used for most routine messages.
What is the direct approach?
400
Spend a few moments to revise your message, use templates and style sheets to speed up production.
What is step 3 in the writing process: complete your message?
400
1. State the request or main idea 2. Give neccessary details 3. close with a cordial request for specific action.
What is the guidelines for routine and positive messages?
400
Your readers feel you have their best interest in mind, highlights benefits to audience, expresses goodwill or appreciation.
What is ending in a courteous close?
400
1. state the purpose at the beginning and briefly mention the nature of the info. 2. provide neccessary details. 3. end with a courteous close.
What is an informative message?
400
Keep reminiscences brief. Write in your own words. Be tactful. Take special care. Write about special qualities of the deceased. Write about special qualities of the bereaved person.
What is guidelines for writing condolence messages?
500
The step in the writing process that maintains the "you" attitude.
What is step 2?
500
Unless you have a reason to believe otherwise start with the assumption that the info that the costumer provided is correct. From there your response to the complsint depends on company policies for resolving such issues and assesment on whether company, costumer, or third party is at fault.
What is granting claims and requests for adjustment?
500
Use body of message to explain point completely, add details, maintain supporting tone established in the opening.
What is the strategy for routine replies and positive messages?
500
"Thank you and everybody on your team for the heroic efforts you took to bring our servers up after last fridays flood. We were able to restore business right on schedule first thing Monday morning"
What is writing a message of appreciation?
500
candidates full name. The postition the candidate is seeking. The nature if your relationship. Indicate your intent. Relevant facts and evidence. Your overall evaluation of the candidates suitability.
What is info that must be included in a letter of recommendation?