MBA必修课《管理沟通》英文版课件chapter7.ppt

1、Chapter 7,Using the three-step writing process for routine and positive messages,question,How to produce effective messages efficiently? You should face in numerous routine and positive messages during the typical business day. Most business communication is about routine matters: orders, informatio

2、n, company policies, claims, credit, employees, products, operations, and so on . They are rarely long or complex.,Contents: three-step writing process help you produce effective messages efficiently,Step 1. Plan Your Message,Step 2. Write Your Message,Step 3. Complete Your Message,Plan your message

3、four tasks of planning,Writing your message,Complete your message,EFFICIENCIAL COMMUNCIATION,MAKING ROUTINE REQUESTS,Communication,-Making requests for information ,action , produces adjustments ,or other matters-is a routine part of business. -In most cases your audience will be prepared to comply,

4、 as long as youre not being unreasonable or asking someone to do something they would expect you to do yourself. -By applying a clear strategy and tailoring your approach to each situation, youll be able to generate effective requests quickly.,Strategy For Routine Requests,Like all business messages

5、, routine request have three parts: -an opening -a body -a close Using the direct approach, open with your main idea, which is a clear statement of your request. Use the body to give details and justify your requests .Then close by requesting specific action.,State Your Request Up Front,Begin routin

6、e request by placing your request first-up front is where stands out and gets the most attention . Of course, getting right to the point should not be interpreted as a license to be abrupt or tactless.,Pay attention to tone,Even though you expect a favorable response, the tone of your initial reques

7、t is important. Instead of demanding action ,soften your request with word such as please and I would appreciate.,Assume your audience will comply,An impatient demand for rapid service isnt necessary. You can generally make the assumption that your audience will comply with your request once the rea

8、son for it is clearly understood.,Punctuate questions and polite requests differently,A polite request in question form requires no question mark: “Would you please help us determine whether Kate Kingsley is a suitable applicant for this position.” A direct question within your message does require

9、a question mark: “Did Kate Kingsley demonstrate an ability to work smoothly with clients?”,Be Specific,State precisely what you want. For example, if you request the latest market data from your research department, be sure to say whether you want a one-page summary or a hundred pages of raw data.,E

10、xplain and Justify Your Request,Use the body of your message to explain your initial request .Make the explanation a smooth and logical outgrowth of your opening remarks . If possible, point out how complying with the request could benefit the reader. For instance ,if you would like some assistance

11、interpreting complex data. point out how a better understanding of quality-control issues would improve customer satisfaction.,Ask the most important questions first,If cost is your main concern, you might begin with a question such as “What is the cost for shipping the merchandise by air versus tru

12、ck?” Then you may want to ask more specific but related questions about, say, discounts for paying early.,Deal with only one topic per question,If you have an unusual or complex request, break it down into specific, individual questions so that the reader can address each one separately. Dont put th

13、e burden of untangling a complicated request on your reader. This consideration not only shows respect for your audiences time but also gets you a more accurate answer in less time.,Request Specific Action in a Courteous Close,Close your message with three important elements : 1)A specific request,

14、2)Information about how you can be reached 3)An expression of appreciation or goodwill. When you ask readers to perform a specific action, ask that they respond by a specific time, if appropriate. Plus, by including your phone number, e-mail address, office hours and other contact information, you h

15、elp your readers respond easily.,Asking for Information and Action,When you need to know about something to elicit an opinion from someone, or to request a simple action, you usually need only ask. In essence, simple requests say. What you want to know or what you want readers to do Why you re makin

16、g the request Why it may be in your readers interest to help you,Strategy for Routine Replies and Positive Messages,Context,Start with the Main Idea Provide Necessary Details and Explanation End with a Courteous Close,Use a direct approach for positive messages.,We usually use the direct approach. 1

17、、place your main idea. 2、use the body to explain all the relevant details. 3、close cordially.,Start with the Main Idea,Instead of This I am pleased to inform you that after deliberating the matter carefully, our human resources committee has recommended you for appointment as a staff accountant.,Wri

18、te This Congratulations. Youve been selected to join our firm as a staff accountant, beginning March 20.,Example,Your educational background and internship have impressed us, and we believe you would be a valuable addition to Green Valley Properties. As benefits. In that regard, you will meet with o

19、ur benefits manager, Paula Sanchez, at 8 a.m. on Monday, march 21. She will assist you with all the paperwork necessary to tailor our benefit package to your family situation. She will also arrange various orientation activities to help you acclimate to our company.,Provide Necessary Details and Exp

20、lanation,Instead of This No, we no longer carry the Sportsgirl line of sweaters.,Write This The new Olympic line has replaced the Sportsgirl sweaters that you asked about. Olympic features a wider range of colors and sizes and more contemporary styling.,Example,The zipper on the carrying case you pu

21、rchased is double-stitched and guaranteed for the life of the product. The kitchen Aid mixer you ordered is our best-selling model. It should meet your cooking needs for many years.,End with a Courteous CloseYour message is most likely to succeed if your readers are left feeling that you have their

22、best interests in mind. You can accomplish this task either by highlighting a benefit to the audience or by expressing appreciation or goodwill. If follow-up action is required, clearly state who will do what next. see” Checklist: Writing Routine Replies and Positive Messages” to review the primary

23、tasks involved in this type of business message.,Strategy for routine replies and positive messages,Contents,An opening Start with the main idea. A body Provide necessary details and explanation. A close End with a courteous close,Start with the main idea,By opening your routine and positive message with the main idea or good news Try to make your opening clear and concise.,Start with the main idea,So , the best way to write a clear opening is to have