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Chapter 6: Positive Messages (Direct Claims and Complaints (Posting…
Chapter 6: Positive Messages
Routine Messages: E-Mails, Memos, and Letters
Understanding Business Letters
Providing a Permanent Record
Safeguarding Confidentiality
Conveying Formality and Sensitivity
Delivering Persuasive, Well-Considered Messages
Formatting Business Letters
Typical Request, Response, and Instruction Messages
Creating Request Messages
Big Idea First
Providing Details
Closing With Appreciation and a Call for Action
Responding to Requests
Responding to Customer Comments Online
Embracing Customer Comments
Guidelines for Responding to Online Posts
Preparing Instruction Messages
Dividing Instructions Into Steps
Revising a Message Delivering Instructions
Learning More About Writing Instructions
Direct Claims and Complaints
Opening a Claim With a Clear Statement
Explaining and Justifying a Claim
Concluding a Claim With an Action Request
Putting It All Together and Revising
Posting Complaints and Reviews Online
Angry Posts Are Out of Control
Public Criticism Can Cost You
You Have a Responsibility; Use It Wisely
Adjustment Messages
Revealing Good News Up Front
Explaining Compliance in the Message Body
Deciding Whether to Apologize
Using Sensitive Language
Showing Confidence in the Closing
Goodwill Messages
Saying Thank You
Expressing Thanks for a Gift
Sending Thanks for a Favor
Extending Thanks for Hospitality
Recognizing Employees for Their Contributions
Replying to Goodwill Messages
Answering a Congratulatory Note
Responding to Praise
Expressing Sympathy
Sending Condolences
Is E-Mail Appropriate for Goodwill Messages