CHAPTER 8 : WRITING ROUTINE AND SENSITIVE MESSAGES

Routine and Positive Messages

• Cover (or transmittal) messages accompany material sent to a recipient, identify what is being sent, and explain why it is being sent.
• Acknowledgments build goodwill with colleagues and clients by confirming the arrival of something they sent and expressing thanks.
• Inquiries and responses state clearly the information wanted, who wants it, and why. Answer inquiries by responding to all the questions or forwarding the inquiry to someone who can.
• Sales and promotions attract the readers attention to a product, service, or business by arousing interest, emphasizing benefits, and inviting a response.

Sensitive and Negative Messages

• Refusals deny requests or give negative replies while working to maintain goodwill.
• Complaints use a professional tone to describe a problem and how you expect it to be corrected.
• Adjustments tell customers how your company intends to redress a complaint and apologize if the company is at fault.
• Collections work to preserve the customer relationship while collecting payment on an overdue account.

Writing International Correspondence

• Determine whether to use English only or to include a translated version.
• Adjust for cultural preferences in pacing and organizing ideas.
• Avoid using humor and slang.
• Proofread carefully for ambiguity and confusing sentence structure.
• Check for appropriate forms of dates, times, and measurements.

In about 250-400 words, describe your overall reaction to what you read in the chapter? Any experience or connections you have with the focus of the chapter and Your main takeaway from the chapter