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COMM 3356, Week 7 Notes

by: Theresa Nguyen

COMM 3356, Week 7 Notes Comm 3356

Marketplace > University of Houston > Communication > Comm 3356 > COMM 3356 Week 7 Notes
Theresa Nguyen
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Describe how delivering routine messages impacts credibility. Describe the process for developing routine business messages. Construct task-oriented routine messages, including requests, expectat...
Business-Professional Comm
Suzanne Buck
Class Notes




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This 3 page Class Notes was uploaded by Theresa Nguyen on Sunday October 9, 2016. The Class Notes belongs to Comm 3356 at University of Houston taught by Suzanne Buck in Fall 2016. Since its upload, it has received 5 views. For similar materials see Business-Professional Comm in Communication at University of Houston.


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Date Created: 10/09/16
Chapter 9: Routine Business Messages Developing Routine Messages  Routine messages require proportionately less time for planning and reviewing.  Components of Routine Messages - State the primary message (ten words or fewer) - Provide details in paragraphs of 20 to 80 words. - Restate the request or key message in more specific terms - State goodwill Making Requests  Requests are the essence of people coordinating work efforts, buying and selling products and services, and maintaining work relationships.  Components of Requests - Make request - Provide rationale - Call to action* - State goodwill - *Optional-appropriate at the end of lengthy messages Setting Expectations  Setting expectations is directly tied to your credibility and ability to foster interpersonal trust in the workplace  Failure to do it can lead to lasting professional disappointments and breakdowns in working relationships Providing Directions  Directions typically include specific—often step-by-step— guidelines for accomplishing particular tasks  In messages with procedures and directions, make the steps stand out clearly by enumerating each one. Components of Directions  State goal  Give step-by-step directions  State goodwill Responding to Inquiries  One of the most important strategies for responding to inquiries is to set off each question so your readers can quickly identify responses to particular questions  You generally can do this using bullets or numbered lists and/or special formatting Creating Announcements  Announcements - Updates to policies and procedures, notices of events, and other correspondences that apply to a group of employees and/or customers  Components of announcements - Gain attention - Give announcement - Provide details - Call to action* - State goodwill - *For some announcements Making Claims  Claims - Requests for other companies to compensate for or correct the wrongs or mistakes they have made  Components of claims - Make claim - Provide rationale - Call to action - State goodwill  As you write claims, keep in mind that your goal is to have your claim honored  Focus on facts first and emotions second  Lay out a logical, reasonable, and professional explanation for your claim Showing Appreciation  A sincere expression of thanks also helps achieve business goals and strengthens work relationships.  Components of Appreciation - Give thanks - Provide rationale - State goodwill Making Apologies  An apology includes the following elements: - acknowledgment of a mistake or an offense - an expression of regret for the harm caused - acceptance of responsibility - a commitment that the offense will not be repeated - Effective apologies should be timely and sincere. Expressing Sympathy  The foremost requirement of any expression of sympathy is that it be sincere  Your genuine concern will compensate for any deficiencies in the words you use  Handwrite your expression of sympathy on a nice card


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