Business Com Chapter 6

favorable responses to claims are called

adjustments

when a company responds favorably to a claim

adjustmenty

which channels are most frequently used in business for routing messages (3)

1. emails 2. memos 3. letters

writing plan for direct request (positive message)

1. opening (ask most iimportant wuestion or polite command) 2. body 3. closing

what style should you use for letters should you have enough white space? should margins be 1-1.5 inches?

block style (left aligned and single spaced) yes yes

preferred channel for external communicaton in certain situations

business letters

when writing a message that requests info or action you should ___ your message

frontload

1. rectify wrongs 2. regain confidence of customer 3. promote further business

goals of adjustment messages

written to express thanks, recognition, sympathy make them selfless, specific, sincere, spontaneous, and short

goodwill messages

the most effective way to list directions is to use command language which is called the

imperitaive mood (recipes, owner manuals, assembly line instructions)

write ___ when -need permanent record -requires confidentality -calls for formality -favors well considered presentation

letters

-routine and straightforward -help workers conduct every day business -make up the bulk of workplace communication -require solid writing skills

positive messages

in positive messages where do you suggest reader benefits

the body

`are most workplace message positive or neutral and thus direct

yes

in requests should you frontload information because readers look at opening and closing first

yes

should you write a handwritten thank you note even if you send an email goodwill message

yes