Writing for the Workplace: Business Communication for Professionals
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| Requests and Responses Making and responding to requests comprise a good deal of the types of business messages you will be called upon to write. These types of routine ROUTINE ANd POSITIVE mESSAGES messages are straightforward and call for the direct strategy. When writing routine requests, follow the following formula. State the request directly in a polite, undemanding tone. Provide details that explain the request, asking questions if necessary. Be sure you include all the information the reader will need to be able to respond adequately to your request. Whenever possible, add reader benefits (Completing the form will allow us to process your order quickly) to add the likelihood of a response. End with a request fora specific action and show appreciation. Replies or responses to requests should also use the direct strategy. Respond directly to the inquiry in the opening. Answer all questions in the body. Encourage a positive response, if appropriate, or end with a polite goodwill statement. See Appendix B for an example of a direct request and a direct request response. Instructions If you have ever put together apiece of furniture or electronic equipment using instructions, you know that clear, easy-to-understand instructions are rare. Writing instructions requires that you fully understand the steps or procedure and use language the reader will readily grasp. When writing routine correspondence that contains instructions, use the direct strategy and follow these tips Breakdown each task into a separate, numbered step Order steps logically Use imperative (command) statements, but avoid a demanding tone Employ positive language whenever possible Use parallelism for each statement. See Appendix B for an example of a memo giving instructions. 44 WRITING FOR THE WORKPLACE Routine Claims and Adjustments Routine claims—also called adjustments—occur in business when a customer asks fora refund, replacement, or exchange that the recipient will likely agree to. (Claims that require a persuasive argument will be discussed in Chapter 4.) Businesses are usually happy to clear up errors to preserve the business relationship with customers, so the direct approach is the appropriate organizing strategy for these messages. When writing routine claims, follow this progression. State the desired claim in a clear opening statement. Provide justification for the situation in the body. Include order numbers, names of people spoken to, amounts of transactions, or any other identifying data that will help the receiver act. Keep a neutral tone. Conclude with the specific action you desire and an end date. Use positive language to preserve goodwill. See Appendix B for an example of a routine claim. Download 3.09 Mb. Share with your friends:
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