Assignments

Paragraphs for
Contextual Grammar
Practice with
Summary
 CHAPTER 7
Writing Routine, Good-news, and Goodwill
Messages
“Whoever writes to a Stranger should observe 3
Points; 1. That what he proposes be
practicable. 2. His Propositions should be
made in explicit Terms so as to be easily
understood. 3. What he desires should be in
itself reasonable. Hereby he will give a
favourable Impression of his Understanding,
and create a Desire of further Acquaintance.”
-Benjamin Franklin 1777
 
From The Real World

When we ask for action, most people appreciate it

when you tell them directly what you want, how it
affects them, and why it is important to do it. At the
same time we are making these requests, we also
have to build or maintain a positive relationship with
the reader. A positive impression will help you get the
action you want.
Fred G. Withers, Managing Partner

Ernst & Young, Vancouver

“The first thing necessary in writing letters of business,
is extreme clearness and perspicuity; every paragraph
should be so clear, and unambiguous, that the dullest
fellow in the world may not be able to mistake it, or
be obliged to read it twice to understand it. Business
does not exclude (as possibly you wish it did) the
usual terms of politeness and good breeding[…]
Letters of business will not only admit of, be better
for certain graces – but then they must be scattered
with a sparing and skillful hand; they must fit their
place exactly.”
-Earl of Chesterfield, 1751
What Counts as Routine?

 Non-sensitive,
straightforward
communication that:
• asks questions
• answers questions
• provides
information/instructions
• confirms agreements
• promotes goodwill
Presenting Yourself:
 Use the appropriate level of
formality.
 Communicate correctly.
 Project the “you attitude.”
 Avoid correspondence clichés.
 Communicate honestly.
 Routine Requests in a
Nutshell

• What do you want your reader

to think, feel and/or do?
• Why are you making the
request?
• Why might it be in your
reader’s interest to help you?
Choose Your Approach
Direct Approach Indirect Approach
 State request/main purpose up  Buffer/Neutral Opening
front.  Explanation/Details/justifications
 Provide explanation, details  Main purpose
and/or justifications
 Close courteously
 Provide specifics/Close
courteously
Increase readability
Routine Requests
 First, State Your Request Up Front
• Pay Attention To Tone
• Assume Your Audience Will Comply
• Be Specific
 Next, Explain and Justify Your Request
• Ask the Most Important Questions First
• Ask Only Relevant Questions
• Deal with Only One Topic Per Question
 Then, Request Specific Action in a Courteous Close.
• Include any Relevant Deadlines
• Include Contact Information
• Include an Expression of Appreciation or Goodwill
 Routine Replies and
Informational
Messages
 Start with the Main Idea
 “What is the single most
important message I have for
the audience?”
 Next, Provide Necessary
Details and Explanation
 Eliminate Confusion or Lingering
Doubt
 Convey Mildly Disappointing
News in a Positive Way
 End with a Courteous Close
Focus on the positive
Instead of: Write:
 No,  The new Olympic
we no longer
carry the Sportsgirl line has replaced the
line of sweaters. Sportsgirl sweaters
you asked about.
Olympic features a
wider range of colors
and sizes and more
contemporary styling.
 Routine Letters: Guffey’s 3x3
Writing Process

 Phase 1: Analysis, Anticipation, Adaption

 Phase 2: Research, Organization, Composition

 Phase 3: Revision, Proofreading, Evaluation

Routine Letters: Request
Request for Information or Action

Opening: State the main idea.

Body: Explain and justify the request
Closing: Request action, avoid overused
endings
Show appreciation by maintaining a
courteous tone.
Routine Letters: Request
Order Letters

Opening: Authorize the purchase.

Body: Specifies items or services, quantities,
dates, prices, and payment method.
If you are ordering many items, list them
vertically.
Closing: Tell how you plan to pay.
Routine Letters: Request
Direct Claims

Opening: State purpose of request

Present a clear statement of the problem
Body: Explain objectively with specifies
of claim.
Closing: Request for action
Include an end date if applicable.
Routine Letters: Direct Replies

 Complying with Requests

 Opening: Frontload with main idea

 Body: Arrange information logically
 Closing:End with a cordial, personalized
statement.
 Tell the reader how to proceed.
Routine Letters: Direct Replies

 Letters of Recommendation

 Opening: Identify information of the candidate

 Body: Include supporting statements with details.
 Closing: Make an overall ranking of the candidate.
 Provide a telephone number for more information
Routine Letters: Direct Replies
 Granting Claims and Making Adjustments

 Opening: Comply with the customer’s claim.

 Body: Win back the customer’s confidence.
 If you do apologize, do it briefly.
 Closing: Be positive and complement writer.
Goodwill Messages
 General Guidelines (The five S’s)
 BE .. Selfless, Specific, Sincere, Spontaneous,
and keep the message Short.

 Answering Congratulatory Messages

 Send a brief note expressing your appreciation.
 Accept praise gracefully.
Goodwill Messages
Giving Thanks

Gift thank you: Identify the gift and

relate to it.
Favor thank you: Be sincere, express the
actual value of the favor.
Hospitality
thank you: Offer praise by
complementing.
 Goodwill Messages

Extending Sympathy

Loss or tragedy: Refer directly but sensitively.

Deaths: praise the deceased.
Offer assistance by suggesting your availability.
 10 Key Points: 
1. Present the letter through the reader's perspective.
2.    Verify that the format of the letter is professional.
3.    Use the three part direct pattern for routine requests and  
4.    Avoid cliches.
5.    For order letters, be direct and detailed.
6.    For claim letters, avoid harsh words and statements.
7.    For direct letters, write a subject that quickly identifies the
topic.
8.    Have the active/positive news be the focus of the letter.  
9.    For Goodwill Messages, focus on the five S's: 
       selfless, specific, sincere, spontaneous and short.
10.  Always revise the letter thoroughly before sending it. 
 The Three-Step Process

Audience

Message
Message

Planning Writing Completing

Audience
 Routine Requests
State the Request

Explain and Justify

the Request

Close the
Message
 State the Request Up Front
Be Specific

Pay Attention to Tone

Assume Your Audience Will Comply

Avoid Starting With Personal Introductions

Punctuate Polite Requests and Questions Differently

 Explain and Justify
the Request

Ask Important Questions First

Ask Relevant Questions

Deal With One Topic Per Question

 Close the Request
Specific
Request

Three Important
Three Important Goodwill and
Elements
Elements Appreciation

Contact
Information
Routine Requests

Products Information
and Services and Action

Claims and Recommendations

Adjustments and References
 Placing Orders
The Reader’s
Attitude

Your
Requirements
Requesting Action
and Information

Company
Insiders

Company
Outsiders
 Making Claims and
Requesting Adjustments

State the Problem

Offer Details
and Explanation

Propose Specific
Action or Solution
 Requesting References
or Recommendations

State the Request

Provide a Résumé
or Other Information

Express
Appreciation
 Routine Announcements,
Replies and Positive Messages
Start With the
Main Idea

Provide Details
and Explanations

End With a
Courteous Close
Informative Messages

Reminder Policy
Notices Statements
 Requests for
Information and Action

Choosing the Handling

Direct Approach Potential Sales
 Claims and Requests
for Adjustment

Who Is at Fault?

The The A Third

Company Customer Party
Providing Recommendations
and References

Avoid
Provide Facts
Overstatements

Avoid Value
Be Specific
Judgments
 Good News
Announcements

Offers of Products
Employment and Operations
Sending Goodwill Messages

Congratulations

Appreciation

Condolences
 Granting Claims and Requests for Adjustment

 When Your Company is at Fault

 Acknowledge receipt of complaint
 Take personal responsibility for setting matters right
 Sympathize with the customer
 Explain how situation will be resolved
 Repair situation and follow-up
 When the Customer Is at Fault
 Open with the Good News
 Avoid being Condescending
 Close Positively (Resale?)
 When a Third Party is at Fault
 Avoid Pointing Fingers
Activity 1: Getting to Know Your Partner
Write four short messages as outlined below. Each should
include a brief introduction that explains the context for the
message and outlines its purpose. All messages should be
written clearly, concisely, and directly. Each message should
also conclude with a friendly closing statement. Documents
should be as grammatically correct as possible (given time
constraints).
• Write an information request in which you pose between
four and six questions to your partner, asking him or her
for facts about his or her feelings toward group work.
Determine what aspects of group work your partner enjoys,
which aspects your partner dislikes, and learn about his or
her strategies for overcoming group work difficulties. What
are the biggest challenges in group work and how can you
solve them? At the beginning of this message you should
briefly introduce yourself to your partner, as well.
• Write a response message in which you
respond to your partner’s questions.

• Write a goodwill message in which you thank

your partner for her or his answers and for
helping you to complete today’s tasks.

• Write a message to your project manager

(instructor) in which you summarize the
results of your research.