Writing for the Workplace: Business Communication for Professionals



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Writing for the workplace business communication for professionals ( PDFDrive )
email-phone-collocations
Types of Persuasive Messages
Common workplace situations call for persuasion, and although each message is built upon the AIDA model, specific scenarios demand fine-tuning to meet the writing objective.
Claims or Requests for Adjustments
Claims or requests for adjustments are written when things go wrong—
an incorrect product was shipped, a bill is in error, merchandise is faulty, or an insurance or other claim must be filed. Inmost cases these kinds of messages can be dealt with by using the direct approach. However, if the writer expects foot-dragging on the part of the receiver or if prior requests have been ignored, the indirect strategy may work best.
Persuasive requests should present an honest argument that appeals to the audience’s intelligence. The request should be posed using logic and

PERSUASIVE ANd BAd NEWS mESSAGES facts in a moderate tone. The following paragraphs demonstrate the tone and content of a persuasive request.
Harper Hardware has a reputation for selling excellent products and
providing personal service, and I have been a loyal customer for many
years�
I visited your store on September 3 to purchase a ceiling fan The
one I chose was sold out, so I decided to shop elsewhere Before I left,
the sales representative helping me called her manager, Fred Kroll,
who suggested that I order the fan and have it shipped to my home at
no extra charge However, when the fan arrived and I examined the
invoice, I saw I was charged $49�50 for shipping fees Because I was
promised the product without the fee, would you reimburse me for the
charge on my credit card?
I have every confidence you will take care of this matter and look
forward to a satisfactory resolution�
Favor Request
Many times you will need to ask favors of an organization or an individual. Such favor requests require persuasive writing. Begin by grabbing the reader’s attention with a compliment or a benefit. Build interest by providing the details using the you view. Reduce resistance by providing reader benefits, and close by giving a specific action you’d like the reader to take. Don’t forget to be courteous and show gratitude.
See Appendix B fora sample persuasive email favor request.
Promoting an Idea
Supervisors often need to sell an idea to staff likewise, staff members sometimes need to sell an idea to supervisors. Such persuasive messages that promote an idea need to be carefully worded. Say you work at anon- profit organization and want to suggest creating a newsletter to help keep members involved. You need to provide facts to support your argument and make a strong case for how the newsletter would benefit the organization. This would require a description of the reason for the newsletter,


52 WRITING FOR THE WORKPLACE
facts supporting its usefulness, benefits of adopting the idea, and counterarguments for possible objections to the idea. The document would end with a respectful conclusion stating the desired action and restating the main benefits.
See Appendix B fora sample of a persuasive memo promoting an idea.
Sales and marketing messages
As a consumer, you are frequently bombarded by unwanted sales and marketing messages whether they arrive in the mail, your inbox, your voicemail, or other means. But sales messages area fact of life, and the fact is that they can work to meet an organization’s objectives.
In larger organizations, writing sales messages is frequently delegated to an individual skilled in copywriting or to an outside vendor who specializes in these types of messages. However, in smaller organizations, you maybe called upon to write convincing sales or marketing messages. In these cases, follow the AIDA organizational strategy. If sending out an email, write a catchy subject line that encourages the reader to open the message. Begin your message with a statement that will grab your reader’s attention and followup with the details that will entice your reader to do what you want (act now, call now, order now, etc. A caveat Be sure to never misrepresent a product, service, or benefit or promise what you cannot deliver. It’s unethical and bad business.
See Appendix B fora sample email sales message.

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